Business Profile

Major Appliance Services

Trail Appliances Ltd.

Complaints

This profile includes complaints for Trail Appliances Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

28 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:26/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased at Trail Appliances in Nanaimo,BC …$1799.00 x 2 fridge plus other additional appliances for brand new home.All ******* products.We had purchased these a year ago …Our ******* 36 refrigerator model number ***********…has a inside panel with all temperature and controls for ice maker and also reset for water filter..Now to our surprise there is no water filter …???
Customer Answer
Date: 26/01/2024
We just want this issue to be clearly explained why this fridge has no water filter? It clearly shows the icon of a water filter and ask to be reset when replacing it.I have had the technician manager contact us thru a email stating that our fridge has no water filter but when I use 300 gallons when making the ice we just need to reset the water filter button ? This makes no sense at all.When we thought purchasing a fridge with an ice maker there is a waterline and there should be a water filter. *********************
Business Response
Date: 31/01/2024
Hello,
We have tried to call this customer and left them a voicemail and have also followed up with an email with detailed description. The fridge model customer has purchased from Trail does not come with an inbuilt filter however there is away to install one and for which a kit is sold separately by the manufacturer.
we have provided those details to customer via email.
Thank you,
Kanan
Customer Answer
Date: 31/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**********************
But I will never buy ******* again lesson learned
Initial Complaint
Date:29/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a ****** top loader washing machine Order# **********:******** from Trail Appliances Kelowna on 21st November 2023. The machine was delivered approximately 1 week later. When working the machine sounded extremely loud and the standard of washing functioned pooly. It was used 3 times (less than a week) before it stopped working completely. Approximately 10 days later a technician came to look at the appliance and diagnosed that it required a replacement main board. We received no information from Kelowna Trail Appliances regarding the order of the replacement part or repair date timescales. We contacted the manager of Kelowna Trail Appliances on 18th December & were assured our case would be fast-tracked for a resolution. We received an email on 19th December from Trails Appliance Customer Service confirming our request #******* & that they had contacted the service company '*******' for an ETA on the parts arrival. Consequently, after receiving no response and being without a washing machine over the entirety of the Christmas holiday, we contacted Kelowna Customer Service again on 27th December and were told we would receive an update by 28th December. On the 28th December we received no update from Kelowna Trail Appliances as promised. Over a month after purchasing a brand new washing machine and multiple attempts, we have a non-working appliance and no answers or information from Kelowna Trails Appliance regarding when this issue will be resolved.
Business Response
Date: 02/01/2024
Hello,
Our team has been engaged with this complaint from the customer and is coordinating service between the manufacturer of the product who is the warranty provider and the consumer; we are also escalating this matter with the ***. today again and will take all measures to have the matter resolved ASAP and contact customer directly as well from our end.
Thank you,
Kanan
Initial Complaint
Date:12/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to trail appliances to purchase a washer/ dryer combo . My space is very small in the kitchen area . ** washing machine was delivered on Dec 3/23. When I try the machine , it took 9 hrs for dryer but my clothes still not dry .I was unhappy n disappointed . I went to Trail on Dec4 and 5 to complain about the ** washing machine . I talked to the sales person , Fred ****** to help me . but he said they have to charged me $470.00 because of using it . I disagree with the additional 20% for trying to see if washing machine is working .
Business Response
Date: 13/12/2023
Hello,
We have reached out to this customer and since the unit was recently delivered and not functioning properly, we have offered to exchange the unit and customer has accepted.
Thank you,
Kanan
Initial Complaint
Date:24/11/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have purchased a washer/dryer, dishwasher, and most recently a refrigerator from this Trail in North Van. The refrigerator was dropped over and damaged during the delivery. We were assured that a technician would come back to replace the damaged panels. No one called for weeks so I called them. After a few calls, I was told they would schedule the technician. After several more weeks, I received a call that a tech was on his way... I wasn't home or available that day and this was never scheduled with me. I had to call back again to get an appt scheduled. Weeks later a tech shows up and doesn't have the right parts needed. He tells me they will reschedule. Weeks later I had heard nothing so again I spent my time calling and getting this resolved. Finally, we got another appointment for today and I changed my schedule to ensure I am home for the appointment. I just received a call from the tech who informed me that again he doesn't have the right parts. We purchased the refrigerator in early August. It is now Nov 24th and we still have a dented-up refrigerator with no end in sight.
Business Response
Date: 01/12/2023
Hello,
We have sent our technician on November 29th and were able to resolve the issue relation to the fridge panels. We are working directly with the customer in regards to some measure/s to compensate for the delay on the matter.
Thank you,
Kanan
Customer Answer
Date: 03/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:20/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I acquired a new refrigerator, model ********** **********, from TRAIL APPLIANCES on August 11, 2023, at a cost of $3098.43. Following installation and use on August 16th, we encountered an exceptionally loud and unbearable noise. In response, we contacted the salesperson, Ms. Peggy ***, on the same day, and she scheduled an after-service inspection for August 23rd. Regrettably, no one arrived on the appointed date. Subsequently, on August 24th, I reached out to Ms. *** again, and she booked another appointment for August 29th. Once more, no one showed up on the scheduled date. Utilizing a mobile app, I measured the refrigerator noise, between 50 to 60 decibels, even reaching 65 decibels. This noise significantly exceeds the standard noise levels for household refrigerators. As a result, we are seeking a return of the refrigerator, and we request that the merchant cover all associated transportation costs.
Business Response
Date: 22/11/2023
Hello,
We have tried to call the customer and had to leave a voicemail, we will be emailing them directly today to mutually resolve the matter. We will provide update once we have received reply from the customer.
Warm regards,
Kanan
Customer Answer
Date: 30/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:06/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 23, 2023 I bought a ***** dishwasher from Vincent ** of trail appliances, , order number **********, customer number *******. Vincent advised me to buy a ***** junction box with the dishwasher, just in case I needed it for the install, and if I did not need it, I could return it to the North Van store for a refund. I did not need the junction box and returned to to Mehrdad at the North van store on May 9. At that time Mehrdad was confused and that he would need a managers to put the refund through, I emailed Vincent on June 1to let him know about this and that I had not yet received a refund. On the same day Vincent replied that he would follow up with the team. On August 21 I emailed Vincent again and asked where my refund was as I had not seen it and indicated that I would have to go to the BBB in the case of no resolution. No reply received. I emailed Vincent again on October 26 with a final warning that the matter was going to go to the BBB. Vincent replied on Oct 27, apologizing for the delay that he has sent multiple requests and is not sure what the delay is. He asked for two more days to get the matter sorted. It is now Nov 3 and I have not heard back, nor received my refund of $40 plus tax, or $44.80. At this point I am also claiming interest charges for unreasonable delay, and expect to receive at least $50.
Business Response
Date: 07/11/2023
We've reviewed the customer's complaint and can see that she has indeed been waiting to be credited for the unused junction box for several months, which is a huge error and oversight on our part. We will be issuing a credit to her credit card for $60.00 immediately; the credit should be on her credit card account within the next week to 10 days. We sincerely apologize for the unreasonable delay in resolving this matter.
Customer Answer
Date: 07/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ********
Initial Complaint
Date:10/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new fridge from Trail appliances originally from Ellis **** salesman on Rupert St on Sept. 23, 2023., with a delivery date for Sept. 26, 2023. I explain to him I have a ******* fridge to replace and was not sure it was going to fit. *** ***** ***** **** * ** *** **** * ******* *** **** ****** **** ***** He advised me the ********** was made from ********** and had the same specifications. I ordered the ********** fridge through him. After researching on-line the ********** was on clearance for $4000.00, I called the ******* outlet Centre and the salesman Brian **** advise the fridge was new condition and the icemaker box was changed due to a recall and had no damages. Ensured there was nothing wrong with the fridge. I called Ellis back to have the order changed, he was ******* ** ** *** upset that why I am changing the fridge when I ordered the **********. I explain it had a better trim package, he said he will cancel the order and I deal with Brian. When I talked to Brian he was surprised and said he would need to thank Ellis. ********** ***** ***** * Anyways, the fridge got delivered to the house, the fridge did fit the opening but the one side of the french door swings out and hits the drywall. The delivery man says don't worry use the fridge for now and they will exchange it. He asked to sign that the fridge had been delivered which I did. I called that afternoon to speak with the manager since it was Brian's day off. Manage was not in but he will send an email to call me. The following day with no response, called again and spoke with Brian about this situation. He said he wish he owned the company but there is nothing he can do but he will talk to the manager. Still heard nothing, I called the third day, manager not around. Finally, spoke with the manager Paul. Paul claims I signed the delivery with no returns on the fridge and the sale is final. I did not sign Invoice with sold as is and no evidence that i signed off on these terms.
Business Response
Date: 10/10/2023
We are currently investigating the circumstances of the customer's concerns. A member of our Sales leadership team will contact him directly to address the matter.
Customer Answer
Date: 10/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Customer Answer
Date: 24/10/2023

Complaint: ********

I am rejecting this response because:I would like to reopen the claim as I have not heard from Trail Appliance sales management to contact me directly as Mark M******** stated.

I am prepare to contact ******************* with ******** *******. The public should be aware of dealing **** **** ***** ******** *********

I was ******** 20% of the fridge cost, $800.00, just to have the fridge removed from my house. They have picked up the fridge yesterday, Wednesday Oct. 11th with no refund to my credit card and Im out out of pocket expense of $4,906.14.
I dont have enough credit on my card to buy another fridge.

I am now demanding a full refund of this ordeal. As previously mentioned in the original complaint, I did not sign that I accepted no returns, no exchange on clearance item and as is items at the time of purchase. There was no mention of the terms and conditions of the sale from the salesman ********************

Yes please you have my consent to re-open this claim and forward this message to the company.

Thank you,

*********************;

Business Response
Date: 24/10/2023
The appliance was returned to Trail Appliances as agreed upon on October 12. The credit was applied to ************** account on October 13, and the refund sent through our credit card processor on October 19.
Customer Answer
Date: 25/10/2023

Complaint: ********

I am rejecting this response because:
I did not receive the full refund, there is a balance owing of $896.10. I was not informed and aware of signing anything agreeing to pay a 20% restocking charge on clearance or as is item. I expect a full refund.

Sincerely,

*******************
Business Response
Date: 25/10/2023
********** was informed by our sales manager at the time that we agreed to take the fridge back that a 20% restocking fee would apply. He acknowledges this in is earlier communication, as per the following quote from October 12:
"I was ******** 20% of the fridge cost, $800.00, just to have the fridge removed from my house. They have picked up the fridge yesterday, Wednesday Oct. 11th with no refund to my credit card and Im out out of pocket expense of $4,906.14.".
The restocking fee requirement was clearly communicated to him; had he not agreed to the restocking fee of $800 plus tax ($896), Trail Appliances would not have agreed to accept return of the appliance.
We consider this matter closed and any future correspondence will receive an identical response.

Customer Answer
Date: 31/10/2023

Complaint: ********

I am rejecting this response because:
On the original purchase agreement I was never informed verbally of no returns on clearance or as is products. I never signed any agreement as outlined on their invoice. I was ******* in buying this fridge from ******************* and his manager stating the ice-box was replaced under manufacturer recall, however, under my dismay when the fridge was delivered screws to the access panel were missing, hanging loose and the fridge was very noisy when running. I would have kept the fridge, however, the right French door swing hinging caused the door not to open. I have video on the condition of this fridge. I contacted ***** and exchanging the fridge for a ********** 4-drawer fridge which he stated he's out of stock and cannot get this fridge. As a consumer, I have been treated very unfairly. Yes, I was ******** the $800 restocking fee just to have the fridge removed from the house for my health and welfare due to the noise the fridge was causing.
Trail has admitted they would never have picked up the fridge if I didn't agree to pay the 20% restocking fees. This is unacceptable and a full refund is in order and this case is not Closed. As stated earlier, If I don't get the so called restocking charges refunded, I will be contacting ***************** from ******** *******. This business practice is very wrong and the rest of the consumers should be aware ** ***** ****.

Sincerely,

*******************
Initial Complaint
Date:29/09/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spent nearly 5k on appliances here for my kitchen and washer and dryer during a major home renovation. Trail forgot to deliver the dishwasher, and never caught their error. When my renovation team was ready to install the dishwasher, they informed me it was not there. I immediately contacted trail, who had no idea they had not delivered the dishwasher I paid over $700 for. I then told them the dishwasher must be delivered by Friday, as that was the last day my renovation team was available to install it. They did not meet this deadline. I then insisted they install the dishwasher free of charge given that the situation was created by their error. They agreed to cover the installation. I was instructed to pay for the installation and then would receive compensation in the form of a refund to my trail card. When their contracted installation team arrived the following Tuesday, they charged $134 more than the agreed upon price, and refused to install until it was paid. Trail then attempted not to pay this additional amount, but after my ongoing insistence eventually agreed to pay. This refund totalling $309.75 was allegedly processed to my card on August 15 by manager *******. The amount was clearly discussed and agreed upon. Since that time, I made numerous requests for a written receipt of the refund, all of which were and continue to be ignored. On September 23, I received my card statement, showing that the refund processed was only $150.09. I immediately contacted the manager again, who has provided varying ************ ******* for the latest *******. My numerous ongoing requests for a written receipt have continued to be ignored, and as of now, well over a month later, I still await the remaining $159.66 refund that I am owed. I have and can provide a documented email paper trail of all of this in which trail agrees to provide the full reimbursement of $309.75, as well as numerous *************** *** ********** I have ****** them in.
Business Response
Date: 03/10/2023
We have communicated with ******************** and received the following via email; we consider the matter resolved.

From: ************************* <***************************************>
Sent: Friday, September 29, 2023 5:00:48 p.m.
To: *********************** <*********************************>
Subject: Re: The Refund I am Owed

CAUTION: This email originated from outside of the organization. Please exercise caution and carefully verify the status of this email.

Thanks for the info. I have updated my ****** review to more accurately reflect the situation now that you have explained it adequately. I also removed ********* name, as I said it was never my intent to target any one individual.

I also removed my ** post and am trying to figure out how to withdraw or close the bbb complaint.

You did a good job explaining the situation and I wish we had connected sooner, in which case this entire situation probably could have been mostly avoided.

Thanks and take care,

****

Customer Answer
Date: 03/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:01/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased both an ********** Washer and Dryer both top of line with pedestals and installion.on May 3rd 2023...they were delivered the following week. when they arrived the washing machine was missin a latch for door.......the follow week another delivery,the washing Machine was smashed on the bottom and dents on front....the folloing week another arrived(id been going to laundry mat) the washing machine arrived and they sent someone else to level etc. the washing machine pour water all over floor, which caused damaged to our ceiling big time.(our home is for sale can't show it) we live on Okanagan Lake hot time to sell.) the machines had to stay inplace until ********** came to see if indeed the water damage was caused by their machine.( I WANTED THEM OUT OF OUR HOME!) they sent their person whom said full report that yes indeed the damage was caused by their machine,and took full responsability. then i now could have them removed..which Trail Appliances did. we then purchased ****** the ********** machnes are in their warehouse. ive been dealing and getting total runaround by **********.......I want our ceiling repaired period. (i never signed nor accepted any merchandise from them.. i wrote unacceptable not accepting. All we want is our ceiling repaired ASAP they pass the buck now and say they'll get back to and have this resolve (**********)**************. theyve received hundreds of calls and emails with pictures etc. their person also took pictures etc. Thank you *********************** Trail Appliances are the ones i purchased the appliances from....********** ARE SUPPOSE TO MAKE US WHOLE RE: CEILING
Business Response
Date: 12/06/2023
As ************** has mentioned, we have taken back the defective machine and replaced both washer and dryer for full credit; she has chosen an ** laundry pair. As for the damage to her home, we will assist to the best of our ability with expediting the damage claim with **********, the manufacturer of the faulty machine. We regret the inconvenience and frustration ************** has experienced and we'll do all we can to assist in resolving the matter as soon as possible
Customer Answer
Date: 19/06/2023
As per our conversation this morning 9:30 ish further to our file. I Had "Onside Restoration June 2,2023( *************************** ************) job number ************, location of loss ****************************************************************************************, ************ The flooring quote and ceiling quotes are both done., **** SENT THEM ON ALSO... I sent them to Trail Appliances **************Michael the **** showed both my husband and I the waterpump. The screws from the manufacture were missing!!! Hense the water pouring out! ********** accept full resposability. Trail Appliances took a video sent it on to **********. ********** has all pictures and videos of everything. I am so fed up. All i Want to know is when can the work thats needs to done to make us whole again May 4 is when this Saga started. The floor was ruined first.and on it goes. Please set up a date for when work can commence. Thank you. ***********************. please just a date and time Im exausted, I should not be having to deal with this..Ive provided all pictures as other have done. ****************** was my sales man( ive been buying appliances etc from him for over 15 years, after 3 failures from **********. we now have *** For over one month we had no laundry machines period. *********************** ************ im tired of e-mails!!!!!
Business Response
Date: 19/06/2023
We completely understand ****************** frustration with the slow progress in getting the repairs to her home started. We are escalating with ********** once again in the hope that ************** can at least get an idea when repairs can begin. We will update her immediately once we have more information from **********.
Customer Answer
Date: 14/07/2023
Today I received a cheque only for the flooring (1,013.46$).. nothing for the ceiling. I have not heard nor received anything regarding the ceiling. The ceiling extremely important. As we worry about black mold and warping. Its a mess. Thank you for your time. This needs to be attended to. Ive set the attachments from Onside Restoration. Make the cheque payable to them. I just want to be made whole. Its Jyp rock. Our decks are all concrete. That one area is not deck its the entrance way which connects the rest of the ceiling. Thank you *********************** ************. Trail appliances needs to address this. Let them deal with ********** NOT MY BUSINESS! They represent **********. Their machine was at fault. Missing all screws in pump. They have a video and all pictures (both companies)

Sent from my iPhone
Business Response
Date: 14/07/2023
As has been communicated to ************** on multiple occasions, she must deal directly with the manufacturer, **********, to resolve her water damage claim. Trail Appliances is responsible for the flooring damage, and we have fulfilled our obligation in that regard by compensating ************** for the repair. The ceiling damage is the result of a mechanical malfunction of the appliance manufactured by **********. As we have repeatedly stated, the warranty on the appliance is a contract between the manufacturer and the end user; ********************** is not a party to that contract. We have advocated on behalf of ************** to have the claim initiated but ************** has to date refused to engage with the manufacturer, who is trying to assist her in having the damage repaired. Again, ************** MUST open communication with ********** to move her claim forward, there is no alternative. Any further communication on this matter will meet with a similar or identical response from Trail Appliances. We have assisted to the best of our ability. At this time, we consider this matter closed and will no longer engage in discussion related to it.
Initial Complaint
Date:21/04/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transactoin: April 8th, 2023
Amount of money paid: $1500 plus tax, $50 delivery fee
Business committed to provide: brand new ******* ******* 3 door fridge, delivered to my home, and removal of existing old fridge
Nature of dispute: Two complaints

1). The delivery team damaged my property while removing the old fridge. Kitchen entrance has 2 chunks of wood knocked out. Front entrance door has multiple paint chips, dents, and a 30cm long vertical piece of wood cracked off of the door. Damage was documented by photos and reported to the Trail customer service team immediately after delivery. The customer department and delivery team are refusing to acknowledge and take responsibility for the property damage. We spoke to our contractor who says the cost to repair the door and entry way would roughly be $300. Trail offered to pay only $175, insisting it is my fault for not telling the delivery team right away about the damages, even though I called customer service to report it right away because the delivery team rushed off before I noticed.

2). The new fridge has a warped door panel on upper right, which sticks out by 2cm. We are still waiting for Trail to replace it.

Account number: *******
Order # **********
Customer Answer
Date: 26/04/2023
The only thing I wanted to report them about was the property damage.
Business Response
Date: 26/04/2023
We have agreed to the customer's request for $300 compensation and are awaiting a signed release form prior to sending payment. We are also in the process of replacing the damaged fridge panel and hope to have this taken care of as soon as possible.
Customer Answer
Date: 26/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** **

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Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

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