Reviews

Review Details

• Review fromRon T

  Date: 02/01/2024

  1 star

  Ron T

  Date: 02/01/2024

  Worst customer service I’ve experienced in years.
  Called the service department to ask if it was normal for our stove to heat up during the self-cleaning cycle to the point to warp both our cabinets and flooring. She checked and said that my warranty had just run out so any service call would have a charge. The warranty had run out less than 2 months prior. I asked if there was anything that the store could do and I was told sorry but no. I insisted that there has to be something that the store could do with the amount of money I had spent over the years in the store, she said that she will see what can be done.
  I received an email from the CEO asking for information on the stove that I could not provide but after giving my address to them, I received a call from the CEO that the stove would be covered under warranty and that the service department would be in contact soon to set up a date for a service call.
  A few days later we hadn’t heard anything, so my wife called the store to tell them that we also needed a new knob for the stove. She sent in a pic to the department to show them what the knob looked like. In the email response my wife was informed that the knob would be ordered and sent out on the scheduled service call. My wife responds asking when the service was scheduled as we haven’t heard anything yet and the store responds with a date.
  After the service technician left my house, I sent an email to the CEO and service department with concerns of what had just happened with the technician and asked some questions concerning the call.
  The response from the CEO felt somewhat arrogant and condescending, contained inaccurate information and did not answer any of my questions.
  So, I responded again disputing what he had wrote and again asked him some more questions. The CEO responded telling me not to contact the store or any of his staff again
  I ended up posting pics of the emails in my review on the store's website after their smoke and mirror response.
  

  WestCoast Appliance Gallery

  Date: 04/01/2024

  Mr. and Mrs. Ron and Kim Stoodley (Trimble) originally purchased a Samsung Stove from us on March 3rd, 2018, with a 2-year extended warranty added to it. Due to technical issues with the Samsung electric stove, on October 9th, 2020, under the instructions of the extended warranty company, Mr. and Mrs. Stoodley returned to the store and exchanged their stove under the extended warranty. This time, they chose a KitchenAid Dual Fuel stove. According to an email sent by Mr. Trimble himself, Mrs. Stoodley insisted on having a self-clean stove.
  On Tuesday, December 12th, 2023, after the expiration of the extended warranty policy, I received an email from Mr. Trimble stating that they had experienced an issue of overheating with the stove, causing damage to their cabinets and floors. He claimed that since it happened before the expiry of the extended warranty, we should fix it. Despite no basis to proceed with a claim after the extended warranty had expired, I contacted the extended warranty company and convinced them to authorize a service call to explore the issue. Additionally, Mr. Trimble had requested a new knob for his stove, which we ordered and scheduled the service call for Friday, December 22nd, as per the knob's ETA.
  On December 15th, the knob arrived. On December 18th, we had a cancellation for the 21st and contacted Mr. Trimble, offering to perform the service call one day earlier on Thursday, the 21st, which he accepted. As per our business routine, in the late afternoon on December 20th, our technician called Mr. Trimble to provide a two-hour timeline for the next day's service call, to which he seemed okay.
  On the 21st, our technician went to Mr. Trimble’s house in Sooke to a) install the knob on the stove and b) conduct a diagnostic of the reported problem.
  Upon inspection, our technician found no issues with the unit. He also noticed that Mr. Trimble had placed metal plates on the sides of his stove between the stove and his cabinets to prevent heat transfer. Our tech advised him that this is not the right approach, as metal plates not only fail to prevent heat transfer but actually facilitate it, given that metals are conductors of heat. He also advised the customer that the self-clean cycle reaches temperatures of up to 500 degrees Celsius for up to 4 hours, generating a significant amount of heat in the room and around it. The customer was informed that using heat-resistant materials for flooring and cabinetry could have prevented such issues. When Mr. Trimble inquired about the type of material, our tech suggested reaching out to the manufacturers for guidance, which he should have reached out to manufacturers of cabinetry and flooring material. Rather he contacted manufacturer of appliances claiming he was on hold for a long time before he could talk to anyone.
  On the same day, Mr. Trimble sent me a lengthy email stating that he had been dealing with a family issue and was stressed out, complaining about a) the rescheduled appointment, b) the technician's lack of knowledge about the stove's issues upon arrival, and c) the unresolved stove issue.
  In a respectful response, I sympathized with Mr. Trimble about his family situation and clarified the following:
  a) His appointment was rescheduled, and he was notified well in advance. Even if the new date didn't work for him, we would have dispatched the technician on the original date of the 22nd.
  b) Our technician's first visit is a diagnostic one; they go to the customer's house to identify any issues before determining the course of action.
  c) There was nothing wrong with the unit, and it was working according to the manufacturer's specifications. The damage to cabinets and flooring was due to the type of material used, which was not heat-resistant enough to withstand the self-clean cycle temperature of 500 degrees Celsius for up to 4 hours.
  Mr. Trimble did not appreciate my response, felt offended, and became aggressive in his emails. Again, I reiterated that I did not intend to engage in heated conversations and offered him one of the following solutions:
  a) Dispatch another technician of ours at no charge to provide a second opinion.
  b) Advise the extended warranty company of our findings and request them to dispatch another service company for a second opinion.
  Despite these options, Mr. Trimble continued his aggressive language and threats. In one email, he stated, "I am retired and have lots of time on my hands. When I retired, I was told that the word relentless should be on my headstone when I die. Not intended as a threat, just as information for you on who you are dealing with."
  Mr. Trimble had used derogatory and insulting language in his previous emails, which I tolerated. However, it was at this point that I informed Mr. Trimble that we would no longer be dealing with him. I advised him that we would inform the extended warranty company to make a decision and suggested that he deal with the extended warranty directly. Please note that all of this occurred more than three years after the purchase of the unit and after the expiry of the extended warranty policy.
  Like any other business, we refuse to deal with customers who choose uncivil and improper behavior. Despite going above and beyond by contacting the extended warranty company for an exception and being willing to work with Mr. Trimble to resolve the issue, his unacceptable and uncivil behavior, coupled with insults to our integrity, led us to decline any further business with him.
  Thank you for reading.
  

• Review fromStacy G

  Date: 20/11/2023

  1 star

  Stacy G

  Date: 20/11/2023

  I called the service department on Nov 9th at 12:40 pm to arrange a dryer repair, as it was squeaking. I knew it needed a new belt and rollers. An appointment was set for Tuesday the 14th. I was told I would get a call in the morning to arrange a time "window". I called them on Tuesday at 9:43 and left a message on the service department's answering service. No call-back. I called the sales department and a man from there went to check. When he came back to the phone, he said it was actually scheduled for Thursday the 17th. I had written it down as Tuesday the 14th but let it go as I thought it was just a misunderstanding. Wednesday the 15th the lady from the service department called me, said it was a language barrier, which is beyond weird but okay. She confirmed Thursday was the day and I'd get a call on Thursday am to book a time for the technician. Again, Thursday comes no call, I call them at 12:55 pm and leave a request for a call on their machine again. At 1:01 the same lady calls me back. I ask what time the tech is coming. She again says it's a language barrier, I was actually booked for Friday the 17th. I reminded her that both she and the guy from sales confirmed for Thursday the 16th. She said she'd have a tech call me.
  At 4:05 pm I call them twice get the machine, didn't leave a message. Tech shows up at 430 pm. Diagnosed the repair said he'd call us in the morning with a quote. You can guess...Friday comes, no call. I called them at 11:51, left a message. At 12:00 the same lady called me, she had no idea if parts were ordered, and would check into it. She called me back at 12:08 and I ended up honestly tearing up a little and canceled their service. Was a lot of time wasted. My daughter posted a Google review and explained what happened. The owner went over the top, lying in his response. Claiming things that aren't true. I in turn posted the same thing with more details. The owner dared me to call the BBB. So here I am. Call log in my hand.
  

  WestCoast Appliance Gallery

  Date: 03/12/2023

  Claims by this individual are all false and against the truth and reality. This customer never called our office, himself or herself. We don't know this customer directly. This individual *********** has put a Google review on our business profile ***** ***** ******* ********** ****** ****** **** **** **** *********** *** ***** **** **** ** ***** ********  All of our dealings have been with the daughter Daisy *** **** ********** ********** *** ********** ********** *** ** ****** ****** ** ****** ** ***** *** ** ******* *** ****** ***** ** ****** *** ***** ***********. We invite you to check out both of their reviews on our website *** *** *** **** **** *** ******* ** ******* ***** ***** ** ************** ***** **** **** ***** **** **** **** **** ******* **** *** Our records show that our customer is named Daisy G****** and that is the only individual that we have dealt with. Whether Stacy G***** is the true Daisy G****** ** ************* ** ***** ******* we are not sure, however they both claim that they have been calling and dealing with us which is not the case. Here is the truth of the matter.   

  
  

  a) We have been servicing and repairing home appliances since 1984 and our business like any other has rules and protocols. Currently we perform in average 20 service calls per day.

  
  

  b) Our booking turnaround time has been 10 to 14 business days for the past year or so due to shortage of technicians and volume of work 

  
  

  c) All terms and conditions of our business is on our website 

  
  

  https://www.westcoastappliance.ca/pages/repair_services

  
  

  d) We do not take parts with us on the first visit. We do not take orders from customers as to what part to bring in and what to do. Our technicians are professional, trained tradesmen and like any other professional they inspect the appliance first to determine what is wrong and what part is needed. 

  
  

  e) After the initial visit, our techs come back to the shop, look up the schematics of the machine to find the proper part number and estimate the amount of labour will be required, and when the part is expected to arrive. We then contact the customer and advise them of the total cost, which includes the part, labour and when we expect the part to arrive. This can take anywhere from 1 to 3 business days depending on availability of information needed. 

  
  

  All of the nonsense that this individual Stacy G****** is claiming is absolutely against our protocol of business which has been in place for decades. We have always done business the same way. 

  
  

  "Daisy G****** ******** ** *** *** ******* *** ******** ** ******* called us on Thursday November 9 to book a service call on her Whirlpool dryer. We are quite busy on our service side of business and book service calls 10 to 14 days out. She was very clearly given a date of Thursday November 16, and was fully advised of the process.  Ms. Daisy G***** was advised that technician would call her the day before, or in the morning of the service day. Also, Daisy G****** asked our technician to bring a specific part on the first visit to put in the dryer, which she was advised clearly that's not how we work. ****** ** **** ** ***** *** ******** *** ******** **** ** **** ****** ** *** **** ******** *** ***** **** ** *******

  
  

  She contacted us on Tuesday asking why nobody contacted her, our admin looked up her appointment and told her that she had been booked for Thursday not Tuesday. She responded to our admin lady: " sorry I thought it was Tuesday". *** ***** ********** *** ***** ****** ** ****** *** ****** * ****************** *** ***** *** **** ****** ** **** ***** *** * ****** **** ******* **** *** *** *** **** ** **** * ***** *** ******** *** ******* ******** **** *** *** *** ******* **** *** *** *** **** ** *** *********** *** *** ******** *** ******** *** ********

  
  

  Our technician called her on Wednesday to let her know that they would be there between 3 to 6 PM on Thursday but could not get a hold of her the day before. On Thursday morning Daisy G****** called and asked why nobody had called her. She was advised that technician was scheduled to be there between 3 to 6 PM. Our original technician who had been booked to go to this call was falling behind his schedule that day, so ***** *** *** ******** we determined another technician could attend to this call sooner, so we dispatched a different tech to do the job.

  
  

  Our technician showed up at her place around 4.30 PM within the timeline promised to do the diagnostic. Our tech was questioned by Daisy G****** why he had not brought the part with him, which he again advised her, we would not take the part with us until we diagnosed what's wrong with the unit and then we order the part if customer agrees with total cost of part and labour. The technician told her that he would look up the part next day and would provide her with a quote on total part and labour. She somehow got it into her mind that technician told her that he would go back with part the next day to fix the machine. ***** *** ******** ** ********* ** ***** *** ** ******** ***** ***** *** ******

  
  

  On Friday 17th, she called us in the morning asking why our technician had not gone back to finish the repair, and we explained again that he will provide her with a quote later on in the day with a total cost of repair and eta of the part. She got mad and asked why she had to wait so long and why she had to pay more to have her dryer fixed. She said she could not wait for us to have the part ordered for her unit and she would call someone else; then on her google review she claimed she ordered the part online and fixed the dryer herself.

  
  

  All of this had been clearly explained to her and is on our website as well. **** ** **** ****** **** *** *** **** *** ********* ******* ********* ***** So, she went online immediately and put false rant review ****** ************** ** * **** **** **** ***** *********** I responded to her false claims with our side of story for public to judge for themselves. Then all of a sudden Stacy G****** showed up online and started another nonsense rant which I again put our side of story on Google for public to view and invited the writer to forward their claims to BBB.

  
  

  As far as our business protocols are involved, we have followed all of our guidelines and explained to her how it works. ********* ******** ** **** ***** *** ************ *** *************** ** *** ****** ** ****** ** *********** **************** ** ***** **** ******** **** ********** ** ****** **** **** * *** *** **** ********* ** ********* We recorded in our system her exact date of booking and explained the matter time and time.

  
  

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