Complaints

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

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• 

  Coast Appliances

  8488 Main St Vancouver, BC V5X 4W8

• 

  Coast Appliances

  34445 Marshall Rd Abbotsford, BC V2S 5Z1

• 

  Coast Wholesale Appliances (Regina)

  1 2345 Millar Ave Saskatoon, SK S7K 2Y3

• 

  Coast Wholesale Appliances Ltd.

  3 - 1421 St. James Street Winnipeg, MB R3H 0Y9

• 

  Coast Appliances

  1 - 1748 Creditstone Rd Concord, ON L4K 5V8

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:24/08/2023

  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.

  My husband and I purchased a refrigerator from Coast Appliances online, we were promised free delivery and pickup of our old refrigerator was $35, with the caveat that the new fridge would be delivered on Wednesday, August 23, 2023, once the transaction was complete (in that we paid the online invoice) the date for delivery changed to Thursday, August 24, 2023, begrudgingly we accepted after being advised that if we were to cancel they would charge us a re-stocking fee. In the meantime we were in ********** and they had the exact fridge we purchased on sale, given that Coast has a Price Match guarantee, we took a picture of the sale price and sent it to the online rep who advised that he couldn't honor their Price Match Guarantee, because it wa sa time-limited offer, which it was not, it was just a standard sale price. I contacted our local Coast Appliances in ********* spoke with the Assistant Manager about the Price Guarantee and he was going on Holidays and asked that I forward the picture of the sale price to him and he would pass the email onto a colleague for follow-up, which he did. During my interaction with ******, the local store Manager, I asked for an ETA on today's delivery, *I ASKED* not them calling me, and was advised "Oh we used to deliver that way on Thursdays but we don't anymore so you wont' get your delivery until Monday" absolute bait and switch to close the sale. I took the day off of work to await the delivery of our refrigerator, no person from Coast ever pro-actively called me to advise us of the change in delivery it was only during my interaction with their local store did they advise me this. Their Regional Director was obviously forwarded my email of ire and provided zero resolution after hours of waiting for him to "provide resolution" and alas here we are without a fridge on delivery day after we were promised delivery. The kicker is I could have ordered and taken delivery from many local companies on Monday.

  Business Response

  Date: 25/08/2023

  Hello ******** 

  Regarding Complaint : ******** 

  We will be reaching out the this client to see how best to rectify. We will write back advising of resolution.

   

  ******** ************
  ***************************
  ***************************************************************************************
  ******* ****** **************
  ******* **************************
  
  
  *** ******* ** **** ****** *** ** ********
  
  ********* *********
  ******** ******
  
  ********* ********* ** *** ********
  ** ******* *** * ********* * ************ **** ***** ********** ******* ** **** ******** **** ******** *** ****** ** *** *** ************ *** **** **** *** ****** **** *** *** ****** ***** ** ********* ** ********** ****** *** ***** **** *** *********** *** ******** *** **** ** **** *** ****** ******** *** **** *** ******** ******* ** ********* ****** *** ***** ************ ** ******** ***** ***** ******* **** ** ** **** ** ****** **** ***** ****** ** * *********** ****** *** ******** ** **** ** ********** *** **** *** *** ***** ****** ** ********* ** ***** ***** **** ***** *** * ***** ***** ********** ** **** * ******* ** *** **** ***** *** **** ** ** *** ****** *** *** ******* **** ** ******** ***** ***** ***** ***** ********** ******* ** ** ** ************ ****** ***** ** *** **** ** *** **** * ******** **** ****** * ********* *** ***** ***** ********** ** ********* ***** **** *** ********* ******* ***** *** ***** ********* *** ** *** ***** ** ******** *** ***** **** * ******* *** ******* ** *** **** ***** ** *** *** ** ***** **** *** ***** **** * ********* *** ********** ***** ** **** ****** ** *********** **** ******* *** ***** ***** ******** * ***** *** ** *** ** ******* ********* ** ****** *** **** ******* ****** *** ******* *** ** **** ** ******* **** *** ** ********* *** ** ***** ******* ** *** ***** *** **** ******** ***** ******* ******** **** *** ****** ** ***** *** ***** * **** *** *** *** ** **** ** ***** *** ******** ** *** ************* ** ****** **** ***** **** ************ ****** ** ** ****** ** ** *** ****** ** ******** ** *** **** ****** ** *********** **** ***** ***** ***** *** **** ****** ** ***** ***** ******** ******** *** ********* ********* ** ***** ** *** *** ******** **** ********** ***** ***** ** ******* *** *** ** ******** *********** *** **** **** ** *** ******* * ****** ** ******** *** ***** ** **** ******** ********* *** ****** ** * ***** **** ******* *** ***** ******** **** **** ***** ********* ** *******
  
  
  
  
  ******* ***********
  ******* **********
  
   
  ******** ***************
   *************
  *** ******** ******** *** ********* **** ********** *** ********* ** ***

   

  Customer Answer

  Date: 01/09/2023

  
  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:21/08/2023

  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.

  **** us a fridge that died twice with 14 months of delivery to our house. Had a repairman come out and now I have a fridge that died again. They want me to pay again to have it fixed. *** * ******* **** **** ** * ********* ******* *** **** ** ******** *** ******** ****. No response from the business about my complaint.

  Business Response

  Date: 18/09/2023

  On Mon, Sep 18, 2023 at 1:17?PM *************************** <************************************>wrote:
  Hello ********
  We received a file regarding client ************************* her purchase was from Jun 17 2022.  We have tried to connect with the client and we have not heard back.
  My senior ***************** Manager left a voice mail (-******) left her a voice message on Aug 22, 2023 8:45am - Called customer left voicemail to reach back out to discuss BBB concern.  No reply yet.
   We have tried to communicate with her with the customer last year the final attempt on October 3rd 2022.
  The manufacture has also tried to call her, and the customer has been unresponsive.  This file resides with the customer to work through the warranty with the manufacture. Please let me know what Coast Appliances is expected to do, we will work through next steps as directed.  We have followed up continuously. 
  All the details have been attached, and we broke down the dialogue below. ****** never responded back to us or ** the manufacture.   Please let me know what we can do as we feel the customer should be dealing directly with the manufacture. Her warranty expired this June 2023.
    While in warranty ****** cancelled her service last year on Sept 30 2022 based on her email to us on
  Sep 30 05:52 am
  To
  ***********************,
  *********************
  Caution:This is an external email.
  We will be charged for this repair as we do not know if fridge noise is faulty or not. Not impressed so we cancelled service request. Do not like this fridge.
  ****** & *******
  
  ________________________________________________________________________________________________________________________________
  CUSTOMER EXPERIENCE INFORMATION
  Customer Information:
  *************************
  
  , ** ****** ******
  Daytime Phone: **************
  E-mail: ************************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Repair Issues
  
  Customers Statement of the Problem:
  Sold us a fridge that died twice with 14 months of delivery to our house. Had a repairman come out and now I have a fridge that died again. They want me to pay again to have it fixed. Why I believe they gave us a defective product and want it replaced not bandaged back. No response from the business about my complaint.
  
  
  
  
  
  Desired Settlement:
  Exchange
  ______________________________________________________________________________________________________________________________________________
  
  Details from the service file 2022 ( ************************** and ***** work for me on the service team ) ( ***** is from LF the manufacture0   ( ****** is ******************** reply in the dialogue) this is snipped from our tracked ******* ticket system these are the chats /email exchange
  
   *********************
  Aug 25, 2022 04:36 pm
  To
  ******
  Hi,
  As per our conversation, can you please provide the Picture of the Serial number tag as it is needed for service. 
  Thanks,
  ******
  
  ***********************
  Aug 26, 2022 12:07 pm
  To
  ******,
  *********************
  Good afternoon ******,
  
  The manufacture needs to speak with you to complete your fridge service set up.
  Please connect with them
  
  Kind regards
  ******
  _________________________________________
  Hi,
  
  We tried calling the customer, no answer and left voicemail to call our service line ***************) for further assistance.
  
  Reference#: ***************
  
  -*****
  Regards,
  Dispatch ******* Support
  ** *********** ******
  **************
  
  --
  
  ******
  Aug 26, 2022 12:42 pm
  To
  ***********************,
  *********************
  Caution: This is an external email.
  
  we are calling now
  
  From: "****** ******************* <**********************************************************>
  To: "******" <************************>, "*********************" <********************************>
  Sent: Friday, August 26, 2022 1:07:27 PM
  Subject: Re: Service Request Ticket#******
  
  Good afternoon ******,
  
  The manufacture needs to speak with you to complete your fridge service set up.
  Please connect with them
  
  Kind regards
  ******
  
  ***********************
  Aug 30, 2022 09:13 am
  To
  ******
  Good morning ******,
  
  How is the service on your fridge is progressing.
  
  Kind regards
  ******
  
  
  ***********************
  Sep 08, 2022 04:49 pm
  To
  ******
  Good Evening ******,
  
  How is the service on your fridge is progressing.
  
  Kind regards
  ******
  
  --
  Team Lead Escalations Coordinator,Service
  
  
  *********************
  Sep 21 11:25 am
  To
  ******,
  ***********************
  Good afternoon ******,
  
  How is the service on your fridge is progressing.
  
  Kind regards
  
  --
  *********************
  Senior Commercial Service
  Coast Appliances
  
  *********************
  Sep 28 06:49 am
  To
  ******,
  ***********************
  Good afternoon ******,
  
  How is the service on your fridge is progressing.
  
  Kind regards
  
  --
  *********************
  Senior Commercial Service
  Coast Appliances
  
  ******
  Sep 30 05:52 am
  To
  ***********************,
  *********************
  Caution: This is an external email.
  We will be charged for this repair as we do not know if fridge noise is faulty or not. Not impressed so we cancelled service request. Do not like this fridge.
  ****** & *******
  
  ***********************
  Oct 03 12:26 pm
  To
  *********************,
  ******
  Good afternoon ******,
  
  Did you advise ** that you do not like the product and would like to escalate for a resolution?
  
  We do not own the warranty on the product so we need them to assist with providing a resolution.
  
  Kind regards
  ******
  
  --
  ************************************* Lead Escalations Coordinator, Service
  _____________________________________________________________________________________________________________________________________________
  Internal : Sales order # ********* , delivered June 17, 2022 ,************************* file *******  ******,***************************
  
  Elena ******** | National Service Manager
  ************************************ 
  Coast Appliances
  Unit #* * **** ******************* *  ******* *  ******* *** ***
  ************
  At Coast we work flexibly - so while it suits me to email now, 
  I do not expect a response outside of your own working hours.

• Initial Complaint

  Date:11/07/2023

  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.

  Purchased a brand new home from ****** homes in *******. I just moved in three weeks ago. All the appliances are brand new with warranty. After moving in I found out the refrigerator is not running right. I contacted ****** Homes and they told me to get a hold of Coast Appliances as they were the ones who supplied the refrigerator. I messaged Coast Appliances with my issue. The technician was sent out and told me the compressor was shot in the refrigerator and would not last much longer. It would have to be replaced. I just talk to the technician and he says the compressor is back ordered out of the usa and it may take a long time to come in. My fridge may not last that long. I have sent Coast Appliances 4 emails , and also two phone calls which I ended up having to leave a message. I wanted them to call me back as I wanted this refrigerator replaced with a new one as it is only two weeks old and I should not be having these issues. Coast appliances refuses to reply to my messages or phone calls for some reason. Terrible customer service. I am requesting that this refrigerator be replaced with a new one before it ends up quitting for good. I would expect a new appliance to last longer than two weeks and that the supplier would honour a warranty and replace it with a new one.

  Customer Answer

  Date: 11/07/2023

  You asked, when did I purchase this appliance? Appliance was in a new build, brand new house with brand new appliances. Everything is new. I moved in on June 30, 2023. So appliances are only a couple weeks old.

  Customer Answer

  Date: 12/07/2023

   
  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.

   

  Please cancel this complaint.. it has been settled.
  

  
  

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

• Initial Complaint

  Date:20/06/2023

  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 haven't got delivered my original range. I have ordered it on April 10th 2023 they have given me a loaner. There is no communication at all. they are saying my original range been delivered. This company's customer service is not great. After so many attempts I get someone on the phone and they hang up the phone call on me.

  Customer Answer

  Date: 21/08/2023

  
  
  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:10/05/2023

  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 had a house closing 2 years ago with countrywide homes, included was the appliances. I was to recieve a hood fan with hood fan extension kit. The exetension for 10ft ceilings, came damaged. I requested a new one came after a year. Again it's damaged. I advised them they said they would immediately send it out to the manufacturer. Now its been several months and I'm still with the hood fan extension. I have a fan mounted by your vendor elw.ith no extension. I've asked multiple times for a senior supervisor it jsut goes to Ashley and that's it. I've called the store asking for the manager to call me nothing. I'm tired of this if you can't get the part give me a new fan with extension kit , eith same value or more.

  Customer Answer

  Date: 28/06/2023

  
  
  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:08/05/2023

  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 a ********** Professional microwave September 2022 which arrived and got delivered April 18 2023. The microwave was installed the next day by a subcontractor provided by Coast. Upon completion of the installation, the installer noted that the display panel was scrambled and Coast was to send a technician to assess. After the installer left, we tried to use the microwave and noted the microwave did not work. We called our sales representative and asked for an exchange, however she noted that the technician must assess first and if he concluded the microwave could not be fixed, he would authorize the exchange. The technician has assessed and concluded a part needs to be replaced. We have informed our sales representative this is not acceptable as we have essentially paid for a refurbished microwave if a part is required to be replaced. We purchased a brand new microwave that should be working right out of the box and a repaired microwave is not acceptable. We have asked both the sales representative and her manager to do an exchange and they have not responded. It is now almost three weeks since the installation and we are without a microwave, and the Company has been unresponsive, with the sales and service department not complying with our request to exchange our microwave.

  Customer Answer

  Date: 30/05/2023

  
  
  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:01/05/2023

  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 purchased a microwave from Coast Appliances in Edmonton. It was the day before Black Friday when I first attempted to make this purchase but a employee at the store (Naveed) told me to wait a day as the item would be going on sale the next day and was located in the Calgary warehouse anyway so I would have to wait for it to be delivered either way.
  I did as I was instructed at midnight. I was then contacted by the digital sales representative (Carissa) via email who said she would let me know when the item arrives (about a week). I mentioned to Carissa what I had told Naveed in store as well that the best way to reach me was via email. I did not hear from Carissa again for months. She reached out again in April telling me to pick up my microwave. At that point, my needs had changed and I asked if I could have a refund instead considering this abysmal delivery timeline. We had exchanged multiple emails at that point already, but now her replies stopped. Carissa was also confused about whether I had already picked up the microwave that she had not contacted me about for 6+ months. I can't help but wonder if she assumed whether me and Naveed knew each other prior to our meeting at Coast Appliances because of our shared ethnic background and she has not provided me with adequate customer service as a result.
  
  Since making this purchase, I have had problems with my range hood. I have found a microwave range hood that I would like to purchase *********** ************ ********** Microwave oven), I would like Coast Appliances to give me a refund on my previous purchase as a minimum or handle the installation and ordering of the appliance that is best suited to my current needs.

  Customer Answer

  Date: 29/05/2023

  
  
  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:11/04/2023

  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 purchased and paid for a dishwasher in full on April 30, 2022. The sales person at the time told me it would be 4-6 months to receive the dishwasher. To date I have not received the dishwasher. We have called Coast Appliances many times throughout the past year and we were told it hasnt shipped yet. In January we were told the dishwasher was on a boat. Then in March we were told it was at the shipping docks. It is now April and still nothing. I called again this morning and was told it hasnt even shipped yet. Constant lies and excuses from this company are getting ridiculous. I see the same model as in stock and being sold by other companies. This company has take my money and has not fulfilled its obligation and provided anything that I paid for a year ago. They are refusing to provide a refund despite not providing the product purchased and claiming it is "special order" even though I didnt special order anything. This is a stock model and I did not request any modifications to the dishwasher.

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

• Initial Complaint

  Date:22/02/2023

  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.

  I took delivery of 4 new ** appliances under invoice ********* in June 2022 from Coast Appliance in Winnipeg, and encountered cosmetic issues with 3 out of the box, which were deemed by Coast Appliance to be eligible for warranty coverage and fully under the responsibility of Coast and/or **. The warranty resolution process commenced in July of 2022, and one claim was settled that same month, with receipt of a necessary replacement part at my mailing address. As of yet, the remaining two claims remain unresolved.
  
  I have corresponded by email with several key individuals at Coast Appliance during the previous 8 months from store manager in Winnipeg to sales representative to customer service representative in Calgary. I have spoken with many by telephone. I have read and heard encouraging words from all, but to date, I continue to await full resolution. Lately, I have been unable to elicit any response to requests for status updates. It is unusual that the necessary replacement parts are available from ** for only about $200.00, yet I would speculate the internal cost to Coast Appliance in having multiple staff communicate repeatedly with me and among themselves far exceeds the value of the claims.
  
  A Coast Appliance customer service rep advised me several months ago that one challenge to this situation is that I live in a rural area not served by an authorized service provider, and any parts replacement must be done by such a qualified and authorized person to maintain warranty coverage. Yet, one of the claims was resolved by Coast Appliance providing me with a replacement part for the dishwasher which I readily replaced. The outstanding claims are cosmetic in nature and will not require any special appliance repair skills, nor will they require tampering with any electrical systems. One necessary part is simply a water filter cover panel that is intended to be removed by the consumer when servicing the filter.

  Business Response

  Date: 08/03/2023

  Good evening ********, 

   

  We connected with the consumer Feb 21, 2023 to discuss the current issues taking place. We offered to have the parts shipped directly to him. Provide a 500.00 concession to assist with install of those parts. I have attached our correspondence and the credit was completed March 3, 2023 . Parts are on order and consumer will inform when they arrive. 

   

  Kind Regards 

  Ashley 

  Customer Answer

  Date: 14/03/2023

  
  
  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.  I have received the $500.00 rebate and the two replacement parts necessary to resolve the issues, as promised in their response to the complaint.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:13/02/2023

  Type:Billing 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 bought all-in-one washer dryer, sales ******************* placed the order for, I added a fee for delivery install a new machine and remove the old one. On delivery day I wasnt there. I got a call from the salesman said his staff couldn't remove old machine because laundry room was too cramped so ask me get someone to remove before they could install it.I said i pay additional fees for delivery, dismantling, removal installation. Now ask me paying extra for someone dismantle it? He saidThey try dismantle but they were unsuccessful.As room is narrow they cant get into remove the pipes.I called the salesman.The salesman was on vacation that day.Later the female manager communicated with me. I told the manager I had pay $100 to another person removed old washing hose!Please arrange to install and take away the old one as soon as.She said she ask her colleagues before she reply me.After that I received a call from the salesman.He said no problem,he will arrange delivery install take away the old machine as soon as. I double confirm,as your worker cannot dismantled the old washing, you sure they can get into the room install new machine?He said no problem don't worry.After fews minute a call from the manager said she just found out the whole thing,said the laundry room is narrow,they can't install machine. Ask me found someone install.I was very angry at the time. I said I had communicated with your colleague, he said no problem.Why now you are telling cant install it? She insisted her employees couldn't install it!You find someone install it! I said then please cancel this order! I dont want it! When I bought it,said everything is ok.Your company has made me losing the trust. She agree cancel the order. A few minutes later the salesman called me apologized.He asked If they help me take away old machine delivery the new and ask me to find someone connect these pipes, he will refund installation fee $70 to me?I said yes so please arrange as soon as help me take away the old one and delivery the new washer.A few days later his deliveryman informed will arrive 20 minutes.Two days ago before delivery I has arranged helper will rush to install pipes on the same delivery day, the cost is$100.Then install man called It has been installed!So I pay him $100,then I contacted the salesman: The man I hired has installed it,when you refund$70 to me?The salesman:would transfer money by tomorrow someone would contact me.few minutes later, salesman call again.He asked the machine pipes was installed by the man I hired.I said it should be he told me has been installed. salesman ask me confirm again. I call the install man he told When he arrived found they had installed. He helped to check these pipes and installed the door back to the laundry room. I replied: these pipes were not installed by the man that i hired. The salesman said because the washer is install by company's deliveryman. So I cant got the refund of $70. I told salesman: Of course not, you insisted you would not install it, and asked me to arrange someone to install it. Although the man i hired did not install these pipes, he still charged $100. He said he could not make a decision, he had to consult manager before reply me. A day later, salesman replied: He discussed with manager, decided not to refund $70. But the fact is the company said that cant do the installation. And ask me to find a other person to install. Now I have hire a people at my own expense. Suddenly changed your mind installed these pipes. I said is your company did not communicate properly, there was a communication problem. Why should I pay the responsibility and mistakes for your company? ? If you could remove, install the pipes at first. I wouldnt have to hire a man spend $200 to remove, install the pipes, right? Is this responsibility really my responsibility? He still insisted that he would not return the $70 installation fee, and I said that I can only contact your head office to discuss

  Business Response

  Date: 24/02/2023

  Good afternoon ********, 

   

  We have connected with the consumer to address these concerns. Please see attached email communication on steps that will be taken on their behalf. We are awaiting response from consumer on proof of invoices. 

   

  Kind regards 

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

   

  Assistant Manager Customer Care 
  **********************