Complaints

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

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  Trail Appliances Ltd.

  3388 Sweden Way Richmond, BC V6V 0B2

  
• 

  Trail Appliances Ltd.

  2637 Enterprise Way Kelowna, BC V1X 7Y6

  
• 

  Trail Appliances Ltd.

  101 34314 Marshall Rd Abbotsford, BC V2S 1L9

  
• 

  Trail Appliances Ltd.

  2876 Rupert St Vancouver, BC V5M 3T7

  
• 

  Trail Appliances Ltd.

  6750 King George Hwy Surrey, BC V3W 4Z5

  

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:09/01/2023

  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.

  Respected Mam / Sir,
  I am **** *****, and I am facing water damage in my Condo caused by a home appliances company named Trail Appliances Ltd while trying to install a new washing machine in my Condo and they are not responding properly.
  
  Background:
  * **** ***** **** ** **** *** ***** **** ** *** ***** ******* **** **** **** ***** ******* ******** ** *** *** 
  I bought ** Wash Tower (Washing machine + Dryer) from Trail Appliances (Receipt attached to the email) on Nov 28, 2022, located at
  
  2876 Rupert Street,
  Vancouver, BC
  V5M 3T7
  
  Order N* ********** ******** *** *******
  
  The appliance got delivered on Dec 7th, 2022. The delivery person uninstall my old washing machine but he did not do the installation of the new washing machine on that day citing that he did not bring the new hose which comes along with the washing machine. He said he would come tomorrow to do the installation. But he took away my old machine along with him and he put the new washing machine in the same slot as the old washing machine.
  
  When I got up the next day Dec 8th, 2022, I noticed that the Vinyl flooring in the living area was bloated up and when I was walking on them, I could notice the water coming out. I tried to figure out where the water was coming from. I moved the ** washing machine and noticed that the water was dripping from the hose connected to the water tap.
  
  So, I closed the water tap completely which stopped the water from dripping. The delivery person did not close the water tap completely and hence the water was dripping from the hose. I immediately called Trail Appliances Ltd customer care and they said before opening the claims with the delivery, they will need to make a site visit and get a report. And based on the report, they will make the decision.
  
  The supervisor visited my Condo on Dec 9th, 2022, and after his thorough investigation he confirmed to me verbally that it was caused due to delivery person's negligence. He said, he will send a report to his Boss, and they will take care of fixing the damages. He also installed my new washing machine as well as he brought the hose.
  
  When asked for an update, On Dec 15th, 2022, I got an email stating that they are trying to find the best possible route to have this resolved as it involves a third party delivery company and insurance, and Mike M****** is handling my case and he is in conversation with the Delivery company that delivered appliances and is involved with the leak.
  
  From then onwards, I have been trying to get an update from Trail appliances Ltd about the issue but so far, no proper response. It’s very frustrating.
  
  I have 4-year-old twins who are constantly tripping over the bulged Vinyl flooring as they are unable to walk on the uneven flooring. This has become a huge safety issue for my family. Also, the loud squeaky noise when someone walks on the flooring is disturbing my family’s sleep and kids are getting up from their nap.
  
  I want Trail Appliances Ltd to fix the damage.

  

  Business Response

  Date: 10/01/2023

  The customer has been advised multiple times to open a claim with his insurer, and he has to date refused to do that.  At this time we will engage with our 3rd party delivery partner to contact *** ***** directly to resolve this matter.

  Customer Answer

  Date: 16/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Its been more than 4 weeks now since the Trail appliances did the home inspection for the leak and they were very reluctant before to contact their 3rd party who did the damages. 
  Now, Trail appliances in their response saying they will contact their 3rd party for the issue resolution. Not sure, how far I can trust Trail appliance as they clearly tried 
  to avoid taking their responsibilities. 
  
  I will raise another complain with BBB If I am not getting any emails/calls within a week from Trail appliances/3rd party. I want the damages caused by them to be fully fixed.

  
  
  Sincerely,
  
  
  
  **** ***** ****** *** ****** ***

  Customer Answer

  Date: 25/01/2023

  I have not heard back from Trail appliances. They normally keep back and forth on their promises. 
  The issue happened on Dec 7th, and it's been more than a month now. I am afraid that if the issue is not resolved, soon Mould might form in my flooring, and this is a huge health issue for my family. I have 3 little kids and they are constantly tripping over the bumped flooring. 
  
  This is below email from Trail appliances where on Dec 8th, they said they will open a claim with the delivery company, and it's been more than a month now without any response. This email is before I registered a complaint against Trail appliances in BBB. But, even in their response to the complaint, Trail appliances said they will contact me through the 3rd party. But till now no emails/calls.  It's frustrating and it is also a safety issue for my family. 
  
  

  

  Business Response

  Date: 30/01/2023

  **************** has been advised multiple times to open a claim with his insurer.  The attached letter indicates he has done so, therefore this matter has been referred to our insurer and they are now handling this claim.  ******************** insurer will coordinate the repair of any damage to his home, and will seek to recover costs from the party deemed liable.

  Customer Answer

  Date: 01/02/2023

  
  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:04/01/2023

  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.

  We purchased an appliance package and bulk of cost was spent on a ********** gas range, which from day 1 was defective, installation issues with door and bottom grill, safety mechanism not locking on one of the dials and was leaking gas!! We turned off the unit and requested unit be replaced as it had 3 defects and could never be restored to factory level quality settings.
  
  We called our sales rep and lodged multiple service request tickets which were ignored and required me to follow up multiple times. The answer was always same we can't exchange the unit even though we never used it. The service guy came 3 times, and last service call he spent couple hours and was nervous himself saying he's never seen defects like this and there's no way this unit should have been shipped to customers!
  
  I've left over 10-15 voicemails and multiple email requests over 20+ no one gets back to me. This unquestionably has been the worst customer service I've ever received and I regret spending 8K+ just on this range and giving my business to Trail. As of today we are stuck with this range given only 3 months and are still requesting an exchange.
  
  This range puts my families safety at risk and Trail should exchange it at no cost and most importantly demonstrate they take care of their customers!

  

  Business Response

  Date: 12/01/2023

  Appliance warranty is for repair, not exchange, unless appliance is deemed unrepairable by the manufacturer.  We did perform service on this range as an authorized servicer, but our records show that service was complete.  We will reach out to the customer to schedule service once again to resolve the issue.

  Customer Answer

  Date: 13/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the appliance had numerous issues and was unusable for 2 months. My wife has no confidence in this appliance especially after 3 defects reported. We spent 8k+ on this appliance. I reached out to customer service numerous times and there were weeks we never received a response. The sales managers called us back eventually saying they will do something about it but again weeks gone by and nothing.

   

  there should be some level of compensation for all the run around we got from trail and lack of response and customer service. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 13/01/2023

  As stated previously:  Appliance warranty is for repair, not exchange, unless appliance is deemed unrepairable by the manufacturer.  We did perform service on this range as an authorized servicer, but our records show that service was complete.  We will reach out to the customer to schedule service once again to resolve the issue.  We understand his frustration and will work with him towards a resolution.

  

  Business Response

  Date: 17/01/2023

  Our records indicate that the customer's appliance has now been repaired.  To offer additional assurance, and as a goodwill gesture, we have added a 2 year extended warranty to the appliance at our cost, and the customer has indicated they are satisfied with this outcome.  We consider this matter closed.

  Customer Answer

  Date: 17/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  To recap: The main issue all along was the appliance I spent $9k on had many defects and my wish was for Trail to replace the appliance. We also didn't use the appliance due to defects for 3 months. Since there's no other option and they cover risk of future defects through extended warranty, we are satisfied and thank you to BBB providing a voice for customers. It took me 3 months+ going back and forth and they never offered resolution, it took me one time to complain about them and then they took action. Customer's should not have to resort to such lengths and endure what we did. My hope is Trail looks at their practices and changes to better handle situations like this pro-actively. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:03/01/2023

  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 bought a fridge from Trail Appliances at 2876 Rupert street, Vancouver on 29 July but did not have it delivered until October because I was doing major renovations and didn't want it damaged. When it was delivered, I did a cursory inspection and it appeared to be ok. I plugged it in to make sure it worked, which it did. I then unplugged it since I don’t live there and it wouldn't be in use for a few months, until the house sold and new owners took possession. I was so busy dealing with various contractors including a dispute with a tiler who had done a terrible job and was refusing to fix it, that it was almost 3 weeks later I noticed the plastic interior was deformed on the bottom, as if the plastic had been melted at some point. I contacted Trail Appliances on Dec 16th and was told someone would contact me within a couple of days. 2 weeks later I hadn’t heard from them so called them to see what was happening. I was told they were still waiting to hear back from *******. I called ******* myself and was told they hadn’t heard anything from Trail. I described the problem to ******* and sent a couple of pictures and the agent agreed the fridge was "DOA" and should be replaced under warranty. The transaction number for this conversation is **********. I asked them to contact Trail Appliances to approve the replacement but was told they couldn’t and would have to wait for Trail to contact them. I then called Trail again and asked them to contact ******* about this. The next day I contacted Trail yet again to see what was happening and was told ******* would not authorize a replacement because it was “only cosmetic damage” even though the ******* agent had already agreed with me the fridge was defective and should be replaced under warranty. Both Trail and ******* are now refusing to do anything because I did not report it within 7 days of delivery, despite it having a 1 year warranty against manufacturers defects. The warranty info on the website and my conversation with the salesperson when I asked about it at the time of purchase made no mention of this 7 day period. This requirement was only mentioned to me when I tried to make a warranty claim, and long after they had my money.
  
  *******’s quality control should have noticed this defect and it should not have been sold in the first place. I paid Trail $2068.64 (I also bought a dishwasher at the same time which is why the total on the bill is $2964.62)
  including taxes and delivery so consider them ultimately responsible for correcting this problem, however they insist they cannot do this without *******'s approval, which they already gave but then withdrew. Trail has offered me $200 as compensation but I am renovating to sell the property so am not interested in a partial discount, especially as they currently have a clearance sale on this item and are selling it for $200 less than I paid for mine. I am only interested in an exchange for one free of defects or a full refund including taxes and delivery fees etc. totaling $2068.64. I would prefer the exchange to the refund because I had kitchen cabinets custom made to accommodate this model, which is why I bought it so early. I would have a difficult time finding a different model that fits the space so perfectly.
  
  Your help in resolving this matter is greatly appreciated.

  

  Business Response

  Date: 04/01/2023

  We have contacted the customer and agreed to exchange the appliance.  We ask that the customer acknowledge that the issue is resolved.

  Customer Answer

  Date: 11/01/2023

  
  
  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:29/11/2022

  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.

  We bought all of our appliances from Trail in March 2022. Initially the service was good although they never assembled the stove. We haven’t used the stove at all because we were away and it’s not working and has never worked. We called about the problem in early October and they said we needed to call their national company. The national company told us they would make an appointment. Instead of making an appointment, someone called and said they were near our house and would come then. We were at work so our 81 year old mother let him in and he said the stove worked. The problem is that it doesn’t work when other items are on and we think it’s the regulator. When the worker called us, he said he would order the part. That was late October. The part was meant to come in on November 24. On October 31, I talked with the salesman who said we needed to wait. On November 16, I again emailed our salesman and got no reply at all. We called today and they tried to tell us we had to call the national company. We told them no, you should call them. The person on the phone said she would and would call back. She never did. We want to return the stove for another one and don’t ever want to have to shop at Trail again. Everyone we talk to about this story has a similar story about Trail. They don’t seem to care about single family purchasers. I will never recommend shopping at Trail to anyone.

  

  Business Response

  Date: 29/11/2022

  We are investigating the status of the repair and the ordered parts and will contact the customer directly to resolve asap.

  

  Business Response

  Date: 01/01/2023

  If the replacement appliance was at a lower cost than the original, the customer is correct that a refund may be owing.  We are investigating internally and someone will respond to him in the coming week to update him on the status of the refund if applicable.

  Customer Answer

  Date: 17/01/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18474850, and find that this resolution is satisfactory to me.We received the cheque today so now it has been resolved.
  
   
  
  Thanks for your help.
  
  
  
  
  Sincerely,
  
  
  
  Paulo Sarmento

• Initial Complaint

  Date:21/09/2022

  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.

  Trail Appliances has broken every promise, lied to us consistently dozens of times, strung us along, stonewalled us, passed us in circles, defamed & discriminated against me based on sex and emotion, provided a defective product that partially flooded our condo, rushed us through paperwork that they didn't want to let us read, and are refusing at every oppoetunity to resolve the problem. In handling the flooding caused by the defective product they sold us, I sustained minor injuries. Trail staff promised to replace the dead on arrival product with a brand new boxed washer/dryer tower, and then refused to deliver it repeatedly after they promised to. I have lost over $600 in lost wages due to the time I have had to spend dealing with all their lies, runaround, and lack of cooperation. Even the original sales guy skipped town, and so far every response from every team they have has been either criminal, borderline criminal, or otherwise made the problem worse. I have been left with no clothes to wear, and no way to wash them due to being immunocompromised. Their incompetance, lack of cooperation, and complete unwillingness to solve the problem when both my Husband and I can see and have told them the solutions is horrifying. This has gone beyond wanting our money back, and we want the product we paid for with complete installation, testing, and cooperation from all Trail staff members; nothing more, nothing less. They cannot treat customers and people like this and get away with it whatsoever. Please help force them to do what is right, so we can get our washing machine and get on with our life before I lose more money, or my job, or my health, ** *** ** * ****** ** ***** *****

  

  Business Response

  Date: 04/10/2022

  Our records indicate that we replaced the appliance purchased from our clearance center with a brand new, same model appliance on September 23, 3 days after the original delivery and 1 day after the original complaint.  Further, the customer has been credited with $287.89 as part of the negotiated settlement.  Our position is that the matter is closed and resolved, but if the customer has further concerns that remain to be addressed, please ask her to detail those concerns and we'll do all we can to resolve them.

  Customer Answer

  Date: 06/10/2022

  We purchased ab ** ***** Washer/Dryer Wash Tower, and yeah, we purchased three years warranty with it.
  
  That said, we did work out something with the Regional Manager after the BBB Complaint was filed. They were still extremely uncooperative throughout the entire process, and my Husband and I had to rent a moving van, appliance dolly, and take care of dropping off the defective unit and picking up the new one ourselves. We had to have our friends help us with the heavy lifting as I'm still recovering from a surgery, so could not help in any way with moving appliances.
  
  Ultimately, they replaced it with a new boxed unit, which has been fine and working since installation, which they sent out another tech to. That tech also didn't wait for the test and I refused to sign off that it was working. He literally ran out the moment my parrot squawked, which as funny as it is, he still should have done his job.
  
  Trail reimbursed us the cost of the moving van and whatnot, and the value from the replacement and refunding some of the cost is almost equal to the combined lost wages my Husband and I incurred. We're still furious at how utterly terrible their handling of this entire debacle was, and how little they cared or wanted to help.
  
  Ultimately we do feel that people do need to be aware of how bad Trail Appliances is when it comes to any kind of customer service, warrently handling, flood handling, communication, responsiveness, etc..., but frankly we just want NOTHING to do with them ever again, so feel free to do whatever you want with this complaint response.
  
  We're never buying from or recommending Trail to anyone again, and have warned all our friends, family, and coworkers to avoid them at all costs, sharing our experiences with them when asked. The kicker was that one of their delivery teams even tried to defame me, which was promptly put to rest when I said I would press charges against the company if they continued to support that defamation or mentioned something like that again. And no, I have no desire to follow up with that either, as my time is far more valuable, than wasting it on dealing with anyone Trail.
  
  This is the last communication regarding this matter that I will be writing, as my Husband and I have simply decided to move on with our lives.
  

  
  

• Initial Complaint

  Date:12/09/2022

  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.

  We purchased a ****** refrigerator from Trail appliances last June 30, 2022, in the amount of $2199.98 tax not included. It was found damage and defective, on the second day after installation. We demanded a replacement, but instead they sent a technician to have it repaired.
  Issues was not resolved, because I paid for a brand new unit not a damaged one.
  More detailed info can be sent if needed ******* ** ******** ****** ** ***** ***** *** **********

  

  Business Response

  Date: 12/09/2022

  We are investigating the customer's issues and have contacted the manufacturer to assist in resolving this matter.  We will contact the customer directly to work towards resolving this matter.

   

   

  Customer Answer

  Date: 14/09/2022

  
  
  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,
  
  
  
  ****** *******