Complaints

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

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Canadian Appliance Source has 42 locations, listed below.

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  Canadian Appliance Source

  2425 Matheson Blvd E Mississauga, ON L4W 5K4

  
• 

  Canadian Appliance Source

  2 - 600 Matheson Blvd W Mississauga, ON L5R 4B8

  
• 

  Canadian Appliance Source

  E4 - 150 Taunton Rd W Whitby, ON L1R 3H8

  
• 

  Canadian Appliance Source

  2777 23 Ave NE Calgary, AB T1Y 7L6

• 

  Canadian Appliance Source

  9250 Macleod Trail SE Calgary, AB T2J 0P5

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:08/06/2025

  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.

  On Nov 22nd, 2024 I purchased various appliances from CAS. As part of the negotiation, I inquired about a 1yr extended warranty offered by CAS as I had seen advertised on their website. On Nov 22nd at 9:30am, my sales rep, **** ****, emailed "I was able to still get you the one year warranty extension on everything but the hood, as it already comes with a 2 year warranty." We exchanged another e-mail confirming price discounts and I was sent an invoice stating "valid until the end of day". I paid the required 25% deposit that day and have a receipt dated same day.
  Most appliances were delivered late March and my fridge was delivered early May. On May 29th I contacted **** **** to let him know there was an issue with my fridge leaking and he directed me to CAS customer service. Customer service confirmed it was still under the 1yr manufacturer warranty but also informed me there was no extended warranty on any of my appliances. I contacted **** to inquire on my CAS extended warranty and make sure it was active if I ever needed and he first said "So it looks like I put the original order together on Oct 20th when the free one year warranty was a valid program but by the time you paid the deposit it was no longer available.". I forwarded him the e-mail from Nov 22nd in which he confirmed the extended warranty on the same day I made the deposit. His reply "all I can think of is that something happened between the time I sent you the email at 9:30am and the time of payment at 12:36pm, it sounds unbelievable but things change constantly here and without notice, especially prices and promotions like this". I told him that this was ********** *** unacceptable. It was part of my buying decision and I have the timestamped e-mail confirming it's inclusion and my deposit all on the same date and never any communication to the contrary. I was told they would look into it as "a customer service gesture" and couldn't make any promises. I have not heard from CAS.

  

  Business Response

  Date: 11/06/2025

  Dear **** *********, 

  Thank you for reaching out to us regarding your recent purchase. We are sorry to hear that you were unable to take advantage of our promotional offer of free warranty at the time.
  
  Our records show that a Resolution Case Manager contacted you on June 11th to discuss this matter. As a resolution, we have added an additional 1-year basic extended warranty to your ********** refrigerator, dishwasher, range, and ********* microwave. Please note that this extended warranty does not cover the range hood. 
  
  If you have any further questions or concerns, please do not hesitate to contact us. 

  Sincerely,  

  CAS 

  Customer Answer

  Date: 11/06/2025

  
  
  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:24/05/2025

  Type:Order 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 asked for an error to be corrected on appliance warranty when I purchased coverage. I asked warranty for fridge but they listed dryer instead. I have in writing that this issue was fixed, but when I called to make a claim they still are not showing the fridge in the warranty list. I need to make a claim on fridge, but CAS has not provided updated documentation of the warranty coverage for the fridge.

  

  Business Response

  Date: 03/06/2025

  Dear ***** ****,

  Thank you for bringing this to our attention. 
  
  We've looked into the issue and found that the change was made on our system. However, it appears the updated information didn't register correctly for some reason.
  
  We can confirm that our After Sales Team has contacted iA Service Plan to ensure that the extended warranty plan now reflects the correct refrigerator model, *********** ** **************. 
  
  Our team also reached out to you earlier today, June 3rd, with the updated plan details. 
  
  We truly apologize for any inconvenience this may have caused. 

  Sincerely, 

  CAS

  Customer Answer

  Date: 03/06/2025

  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. However, it shouldn't have taken almost 5 years to resolve and suggest CAS review their processes and staff training to ensure it doesn't happen to other customers.

  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:22/05/2025

  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 an ***** hood fan (model ********) for my kitchen November 24 2024. I also purchased an extended warranty. The cost for the hood fan was $900 plus GST and the warranty cost was $330. I picked up hood fan from CAS Appliance in Edmonton at their south Edmonton location. The box looked intact and there was no physical damage.
  When we opened the box, we noticed the stainless steel on two sides weren't polished and felt rough.
  On December 5 I sent pictures to ***** to start the warranty process. Since then, there have been multiple emails and phone calls to CAS Appliance as well as to *****. CAS insists they are waiting on paperwork from ***** and ***** says they've already sent the required paperwork. This run-around has been going on ever since the first calls and emails.
  Today is May 22 - 6 MONTHS since I originally purchased this hood fan.
  For resolution, I would just like my money back.
  Please help me resolve this.

  

  Business Response

  Date: 31/05/2025

  Dear ***** ******, 

  Thank you for reaching out to us to share your feedback. We are sorry to learn about the issues you are encountering with your ***** range hood, which, according to our records, was picked up on November 28, 2024.
  
  We understand that the manufacturer contacted you on May 27th and requested an image of the appliance's serial tag. We confirm that this information was received on May 29, 2025.
  
  Please be assured that you will be contacted with further information regarding the subsequent steps once your file has undergone review.

  Sincerely, 

  CAS 

  Customer Answer

  Date: 04/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am insisting on a full refund. I've only been told that CAS will provide a store credit. From what I've been put through, I cannot shop at CAS Appliance. I have no confidence in their customer service and cannot go through this again.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/06/2025

  Dear ***** ******,  

  Thank you for your response. We can confirm that a refund for the ***** Ventilation has been approved. Canadian Appliance Source has agreed to process this refund for you on behalf of the manufacturer. 
  
  A Resolution Case Manager also contacted you on June 6th to inform you about this refund.  

  Sincerely,  

  CAS  

  Customer Answer

  Date: 11/06/2025

  
  
  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. CAS Appliance has agreed to refund the total amount of $1291.50. Thank you for your assistance in this matter.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:13/05/2025

  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.

  On May 5th we purchased a new ********** dryer from Canadian Appliance Source. On May 7 the dryer was delivered to our home. On May 8th I plugged in the dryer and vented it and turned it on to test. Upon turning it on for the first time the dryer made very loud abnormal noises and did not work properly as a result. We immediately turned it off and called the appliance store. They directed us to contact ********** - we contacted ********** directly and a ********** agent asked us to turn the dryer on so that they could listen to the noise. We did and they informed us that something was wrong with the dryer and that we should contact Canadian Appliance Source and ask for a new unit to be delivered. We contact Canadian Appliance Source again and they directed us to the after sales customer service department. This department instructed us that since we plugged the unit in and turned in on it was no longer a new unit and could not be returned. They advised we had to put in a warranty claim with the manufacturer. We advised them the unit was in our possession for under 24 hours and was not used only plugged in and turned on to determine it worked. Upon discovering it didn't work properly we just wanted a new unit delivered. They have refused giving us a new unit and giving us our money back - I have since asked for that. They keep telling us that it is a manufacture's issue and that we have to put in a warranty claim. They advertised a new working dryer, we paid for a new working dryer - I'm not sure why we have to potentially now end up with a fixed dryer that has never been used. I also don't know why we have to deal with a warranty issue - the dryer doesn't work properly we should get what we paid for and the appliance store should deal with the manufacturer. At this point though we just want to return the dryer and get our money back.

  

  Business Response

  Date: 15/05/2025

  Dear ** *********,

  Thank you for taking the time to share your concerns with us. We are sorry to hear about the problems you are having with your appliance. Please be aware that Canadian Appliance Source does not manufacture the appliances we sell. Consequently, any functional issues fall under the manufacturer's warranty.
  
  It's important to understand that even new appliances can sometimes experience functional issues, which are typically covered by the manufacturer's first-year warranty.
  
  Regarding the grinding noise you're hearing from your dryer, we see that our Aftersales team is already in communication with both ********** and you concerning the service appointment.
  
  For your reference, the service call has been assigned to Transglobal Appliance Repair, and the ticket number is **********.
  

  Kind regards,

  CAS
  

  
  

• Initial Complaint

  Date:13/05/2025

  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.

  On April 14 I ordered a washing machine online from the sales person who sold me my dishwasher. The ********** she recommended was delivered on April 17th. Immediately out of the box it had a heavy perfume smell and I could barely breath. We eventually kept the washer door closed and also sealed the basement door. I have serious allergies and while couldn't breathe also got hives too.
  I went to **** ***** to see if the same machine smelled there or was mine defective. The salesperson smelled the gasket on my model plus another **********. He said they were both disgusting heavy perfume smell while other machines smelled of rubber.
  I went online and dozens of comments explained that to help with the complaints consumers had of mold on gaskets of front loaders ** was now injecting ******** and ********** was injecting perfume.
  I contacted CAS and for weeks it has been one delay after another.
  A technician on May 2 said nothing he could do. He said the machine smelled heavily of perfume but replacing the gasket would result in the same problem since all ********** had this smell. I had to leave the house for hours after he was here because he opened the washer door to get model number. Machine now covered in plastic and door sealed again. I can't go into basement.
  CAS sent a messa** to the manufacturer, who then responded a week later that they would send their technician on May 16 to provide a second opinion. I canceled this since I can't have machine opened again. Now I am getting instructions from ********** on how to rinse out the machine. This has been done! The only resolution is to have this machine removed and replaced with another brand.
  I beg**d CAS to remove machine while we worked on a resolution. This machine has been making me sick for weeks. Shockingly this request went unanswered. I see no choice but to call 1-*** **** for the sake of my health.
  CAS is not taking my chemical allergies seriously.

  

  Business Response

  Date: 15/05/2025

  Dear ***** ******,

  Thank you for taking the time to share your feedback with us. We sincerely apologize for the discomfort and frustration you have experienced.

  It is common for new appliances, including washers, to have a residual smell that fades after a few uses. We can see that our After-Sales Team have been in contact with you regarding the matter.

  We received the report from the Service provider, and it was reviewed by **********'s internal technician, confirming that there was no issue found.
  
  There are no abnormal odors. Therefore, no further service action is required. You are more than welcome to contact us directly at **********@*****.ca for further assistance.

  Sincerely,

  CAS
  

  
  

  Customer Answer

  Date: 15/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have owned homes for 40 years and have bought many appliances during this time.  I am more than familiar with "smells" due to off gassing of appliances.

  What I have described to you is not a regular off gassing smell.  It is not a rubber smell related to the large gasket on the front loading machine or any other part. My previous washer was a front loader so I am aware of all these smells. 

  As I have explained many times it is a strong perfume smell.  **********, in documentation, has described adding perfume to their gaskets in the odd hope of avoiding the issues with gaskets as they get older (and as I had mentioned ** was also adding chemicals as well - ********).

  I had 3 independent people acknowledge this smell as being a strong perfume and not a rubber, or normal smell associated with a new washing machine.  I have also read dozens of testimonials of others who bought these ********** machines and how these smells do not go away and they eventually had to throw out their machines.

  Also, your "expert technician" didn't even come here to inspect the machine so I am not sure what you are referring to.  A different technician came on May 2 who acknowledged the smell, so I am not sure why you are hiding this information.

  However, more concerning is the fact that CAS is not even recognizing that my chemical allergy could cause an anaphylactic reaction if I did not seal off the basement and the machine.  This is not a matter of me not "liking" the smell but that it is literally dangerous to me.

  Sincerely,

  
  
  
  ***** ******

  

  Business Response

  Date: 17/05/2025

  Dear ***** ******,

  Thank you for your response. We have received confirmation of the ********** technician's visit to your home on May 2nd. Our records indicate that the technician offered to replace the gasket during this visit.
  

  Just to keep you informed, our After-Sales Team has now escalated this matter with the manufacturer for further attention.
  

  Sincerely,

  CAS
  

  
  

• Initial Complaint

  Date:12/05/2025

  Type:Order 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 recently purchased a full set of appliances from Canadian Appliance Source (CAS), and while the sales process initially seemed smooth, the experience turned out to be stressful, disappointing, and ultimately untrustworthy.
  
  During the purchase, I made it explicitly clear to the sales representative, ********* *., that I needed all new appliances installed and the old ones removed, with the exception of the dishwasher, which we were keeping. He assured me this was all included. When I asked about the fridge’s water line, he backtracked slightly and told me that since my current fridge didn't have one, I would need to call a plumber — which was understandable.
  
  He further explained that CAS doesn’t install dishwashers, but said this would be handled by a subcontractor and that the cost was included in the total price. He stated that all installation and removal fees were included and had been discounted based on the combination of appliances we were purchasing. He even emphasized he was adding every available discount to get us the best possible deal. Based on that assurance, we agreed to proceed.
  
  On delivery day, the appliances arrived as scheduled, and most of the removal went smoothly — except for the microwave, which was neither removed nor installed. When I tried to contact ********* that day, he did not answer or return my call. I emailed that evening, and he replied promptly to say that microwaves are not installed or removed by CAS and that I should have removed it myself. He added that microwave installation wasn’t on the receipt, despite the fact that he had verbally assured me I didn’t need to worry and that he had written the receipt that way to meet internal requirements.
  
  I reminded him of this verbal agreement, but his only response was, “No, we never install microwaves.” This was incredibly frustrating. I had relied on his assurances and made my decision based on the understanding that everything — installation, removal, and delivery — was covered.

  

  Business Response

  Date: 15/05/2025

  Dear ****** *****,

  Thank you for sharing your feedback. We apologize for any confusion regarding microwave installation, which we clearly communicate at the time of purchase.

  Our company does not install microwaves. We regret that this was not aligned with your expectations which caused frustration.

  We strive to provide transparent information. We appreciate your business and hope to assist you in the future.
  

  Kind regards,

  CAS
  

  
  

  Customer Answer

  Date: 15/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company does not acknowledge that they were not forthcoming with information that lead to additional costs and stress on our part. I would prefer a the company acknowledge that their omission was misleading and take responsibility 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/05/2025

  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 am writing to formally file a complaint against Canadian Appliance Source regarding an extremely disappointing purchase and installation experience involving a washer and dryer set I ordered through their online platform on February 15, 2024, totaling 3,600 CAD.
  
  Despite waiting nearly two months, the delivery and installation process was severely mismanaged, causing significant inconvenience and frustration. Below is a detailed summary of events:
  
  April 10, 2024: The company scheduled delivery and installation. However, only part of the items were delivered, making installation impossible.
  
  April 15, 2024: A second delivery attempt was made, but the technicians sent lacked installation experience and failed to complete the setup.
  
  April 23, 2024: Another installation was scheduled. I waited the entire day, but no one showed up. I received no notice of delay or cancellation.
  
  April 26, 2024: Two new technicians arrived. Unfortunately, they were also unqualified. They only connected a few components, failed to position the machines correctly, did not test the installation, and left tools and packaging inside the appliances. My home was left messy, and the installation remained incomplete.
  
  In addition to these failures, I encountered unprofessional and rude customer service, who offered no effective assistance and showed no concern throughout multiple follow-up calls.
  
  At this point, I am extremely disappointed with the company’s lack of professionalism, reliability, and customer care.
  
  I respectfully request the following:
  
  Immediate arrangement of qualified and experienced technicians to complete the installation properly.
  
  A formal written apology for the repeated delays, poor service, and customer mistreatment.
  
  Fair compensation for the stress, wasted time, and inconvenience caused by this ordeal.
  
  I have retained full documentation of the order, all communications, and related incidents, and I am prepared to provide them upon request.

  

  Business Response

  Date: 10/05/2025

  Dear **** *****, 
  
  Thank you for taking the time to share your concerns with us. 
  
  We sincerely apologize for the disappointing experience you encountered with your washer and dryer purchase and installation. 
  
  We take your feedback seriously, as it highlights our delivery and installation process. We understand your frustration with the lack of customer service. Rest assured, we are committed to rectifying this situation promptly by arranging for experienced technicians to complete the installation.  
  
  We can see that the steam kit was delivered and installed on April 26th of 2025. 

  Our records indicate that a Resolution Case Manager contacted you on May 10th of 2025 to further discuss your concerns. A voicemail was left along with a follow-up email was sent
  
  Sincerely,

  CAS
  
  

  Customer Answer

  Date: 14/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for your attention to my complaint.
  I would like to provide an update regarding my ongoing dispute with the company.
  Despite multiple service failures, delays, and lack of proper installation, no one from the company proactively reached out to offer a resolution or compensation. On April 26, technicians came to my home, but the installation was incomplete and poorly done — the washer and dryer were not properly positioned or tested, and packaging materials were left inside the machines. I did not sign any confirmation of installation completion because the work was clearly not finished.
  Eventually, I had no choice but to complete the installation myself, which required significant personal time and effort. I also wish to clarify that although the company claims delivery and installation were “free,” these were promotional offers — not a waiver of their responsibility to deliver services in a professional and complete manner.
  I recently received a reply from a company representative stating they would only discuss goodwill compensation if I withdrew my chargeback. I find this unreasonable, as no concrete compensation plan has been offered to date. I remain open to resolving the matter directly, but only if the company first provides a fair and specific proposal.
  I have also asked the representative to clarify their role and authority within the company, as I would like to ensure I am speaking with someone who is able to make decisions regarding this complaint.
  Thank you again for your assistance. I hope BBB can continue to support a fair resolution to this issue.
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 20/05/2025

  Dear **** *****,

  Thank you for sharing your response with us. Thank you for choosing Canadian Appliance Source for your electric laundry appliance purchase. We want to assure you that we strive to provide excellent service, including free delivery and installation.
  
  Our records indicate that all services related to your purchase have been completed. Furthermore, our Aftersales Team has been in touch with you to discuss this matter further.
  
  We understand your frustration regarding the delay in stacking your appliances and want to emphasize that this was unintentional. Such delays are not beneficial to us.
  
  According to our records, all services have been provided and completed to your satisfaction.

  Sincerely,

  CAS
  

  
  

  Customer Answer

  Date: 21/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I strongly disagree with Canadian Appliance Source’s latest response and would like to formally clarify that their statements are inaccurate and dismissive of the facts I have repeatedly presented.
  
  The installation was not completed to satisfaction. On April 26, the technicians did not position or test the washer and dryer, left packaging and installation tools inside the machines, and made a mess in my home. I clearly stated that I had to reinstall the units myself. I was not asked to sign any confirmation of completion.
  
  Their message falsely claims the issue was just a “delay in stacking.” This completely downplays the extent of the problem. There were multiple failed attempts, unqualified technicians, a missed appointment, and no resolution until I took matters into my own hands.
  
  No one from their Aftersales Team has offered a compensation proposal or meaningful resolution. I have been the one consistently following up, with no result other than deflection.
  
  As a company, when service problems occur, the right thing to do is to take responsibility and try to resolve the issue. But that should not come at the cost of integrity. The company claiming I was “satisfied” is both untrue and deeply disrespectful. I have expressed frustration clearly and repeatedly. I have been patient and willing to resolve this, but my concerns have been ignored.
  
  I remain open to resolving this directly with the company, but they must acknowledge the poor service and incomplete installation, and provide a fair compensation proposal.
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 21/05/2025

  Dear *******,
  
  Thank you for your message.
  
  Yes, I confirm that the washer and dryer have now been stacked and are functioning. However, I would like to emphasize that this was not done by Canadian Appliance Source or any technician they provided.
  
  After multiple failed installation attempts and unqualified technicians being sent, I had no choice but to reinstall and stack the appliances myself. The company’s service was never completed properly, and I did not sign any confirmation of completion.
  
  I remain extremely dissatisfied with the service and the company’s response, and I am still seeking a fair resolution and compensation for the delays, inconvenience, and poor treatment I experienced.
  
  Please let me know if you need any further information.
  
  Sincerely,
  **** *****
  

  

  Business Response

  Date: 27/05/2025

  Dear **** *****,

  Thank you for your response. We sincerely apologize for the inconvenience this situation has caused you.

  We understand that a Resolution Case Manager has contacted you to discuss your concerns in more detail.
  
  As a gesture of goodwill, a compensation of $300.00 has been offered. You will receive an automated email notification once the refund has been processed.
  
  Please do not hesitate to reach out if you have any further questions or concerns.
  

  Sincerely

  CAS
  

  
  

  Customer Answer

  Date: 29/05/2025

  
  
  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:01/05/2025

  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.

  Hello,
  
  I ordered a dryer from Canadian Appliance Source in August of 2024. I purchased a total of five appliances. The dryer was not working from day 1 ever since I turned it on. When I contacted CAS, the requested that I contact the manufacturer as it was under manufacturer warranty. The store has since been very slow in their correspondance, and has changed three dryers.
  
  First dryer was delivered on August 23,2024- 2nd replacement was delivered Dec 05,2024 and the 3rd replacement was delivered on Dec 10,2024.
  
  I have attached all the email correspondance. Please review all attachments, the dates are not in order, but you can see how much back and forth and follow up was done from my side to get a replacement. The emailed me recently offering a compensation of 125$ or that they will take my dryer back. The price of the dryer is 834.35$ inclusive of taxes. ******** ** *** ******* *** **** ******. **** ******** ** *** ******* ********** ******.
  It is extremely frustrating, If possible I would like a refund of the delivery service I paid for as well, as when I purchase a new dryer I have to now pay for delivery and installation. The price for delivery was 137.95 and 45$ for dryer installation.
  
  
  Please look into this,
  
  Regards,
  
  ******* ************ ****** ************ 

  

  Business Response

  Date: 06/05/2025

  Dear ******* ************,

  Thank you for bringing your concerns to our attention. Please accept our sincerest apologies for the difficulties you have encountered with your ******* dryer. We can see that the replacement dryer was delivered on December 10th of 2024.
  
  We would like to assure you that Canadian Appliance Source receives all its products directly from the manufacturer in their original packaging. We do not offer refurbished appliances and therefore have no prior knowledge of any potential defects. To address such situations, all our products are supported by a minimum one-year manufacturer’s warranty.
  
  We understand that our Aftersales team is currently engaged with your case and is in communication with ******* to facilitate a resolution. We also note that an offer to collect the dryer and issue a refund was extended on May 5th.
  

  Sincerely,

  CAS
  

  
  

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this has been ongoing since December. I have received the same response. I would like a full refund for the dryer, delivery charge and installation fees so I can purchase a new dryer from another company. I have not had a dryer since August And it’s the same response from the team. Everytime I contact ******* they say everything from their end is taken care of  and it’s CAS who is responsible now. Unfortunately I have received the same templates email from CAS multiple times  this is not acceptable  please give me a refund 

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

  

  Business Response

  Date: 10/05/2025

  Dear ******* ************,

  Thank you for sharing your response with us. We are sincerely sorry for the inconvenience caused. We can confirm that the ******* dryer has been picked up. You will receive an automated email once the refund is processed on our end. 
  

  Thank you kindly,

  CAS
  

  
  

  Customer Answer

  Date: 14/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the refund provided does not match the math. I had emailed the after sales team about my refund and they diverted me back to the sales team. 
  

  I estimate the following : 

  Price of the dryer: 738.37
  HSt for dyer: 13%= 834.35
  Dryer installation fee: 45$
  Delivery fee: 137.95
  
  
  Total: 1017.3081

  CAS is only refunding me : 

  Price of the dryer: 738.37
  Dryer installation fee: 45$
  
  Total = 783.37 + tax = 885.21  890.86

  they also mentioned two delivery fees charged.  
  

  the company still has no remorse or consideration that I have not had a working dryer since August  

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

  

  Business Response

  Date: 17/05/2025

  Dear ******* ************,

  Thank you for your response. Our Aftersales team has been assisting you since you first reported the issue.
  

  We understand your concern regarding the cosmetic damage; however, this unfortunately falls outside of *******'s 48-hour cosmetic policy as it was reported after this time-frame.
  
  We also want to highlight that Canadian Appliance Source covered the installation costs when your exchange was completed.
  
  Your order reflects the
  $890.86 which was paid for the dryer. Installation and delivery fees are not refundable. 
  
  Note that this delivery took place in August 2024. We haven't charged any additional delivery fees.
  

  Sincerely,
  

  CAS
  

  Customer Answer

  Date: 21/05/2025

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

  I do not have the time and energy to go back and forth with them. I would like to end this and get whatever they are giving back to me. 

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

• Initial Complaint

  Date:26/04/2025

  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 a refrigerator from CAS for delivery on March 6th, 2025. The fridge was not available on the floor and the salesman did not mention the option to have the door reversed for $40.
  
  Once it was delivered, we realized the door opened the wrong way and asked the team if they do reversal. They said it was a different team, so we thought we could call later.
  
  When I called we were told it would if we had booked it at purchase it would have been $40, but now it would be $140. I needed to speak to my husband, so didn't book it. When I called back, a couple of weeks later (due to a vacation) they told me it was too late and they would not do it at all.

  

  Business Response

  Date: 03/05/2025

  Dear ***** *******,

  Thank you for sharing your feedback with us. We apologize for any inconvenience this matter may have caused. We note that the refrigerator was delivered on March 6th.
  
  Our records indicate that our customer care manager contacted you on March 6th and advised that an additional fee of $140.00 would apply for a subsequent team visit to reverse the refrigerator door. The understanding at that time was that you would manage this adjustment independently. This information was reiterated on April 24th.
  
  You may wish to contact ********** directly or engage a local technician to assist with this service.
  

  Sincerely,

  CAS

  Customer Answer

  Date: 04/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response does not provide any explanation regarding my initial issue.  The option of the door reversal should have been offered by the salesman during the sale.  The model that we purchased was not on the floor, and the salesman provided no explanation that the door opened in only one direction and door reversal had to be booked at time of purchase.  Only after the purchase did I find out that the delivery teams do not provide this service and that even though the cost is $40 when booked at purchase, it is $140 when booked after the purchase (even the same day!!). A couple of weeks later I was told by CAS that they did would not provide the service at all, even for $140! The salesman was at fault here and his lack of professionalism in not raising the option, has cost us a lot more to have another company do the change for us.
  
  
  
  ***** *******

  

  Business Response

  Date: 08/05/2025

  Hello ***** *******,

  Thank you for your response. We acknowledge your concerns; however, please note that comprehensive product specifications and the user manual are readily available on our website.
  
  Furthermore, this information is routinely disseminated to our clientele via email upon completion of a purchase. Our records indicate that on March 6th at 11:12 am, you were duly informed of the applicability of additional charges for the door reversal service.
  
  It was conveyed to our team that the aforementioned reversal would be undertaken at your discretion.
  

  Sincerely,

  CAS
  

• Initial Complaint

  Date:22/04/2025

  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.

  On April 16, I purchased a refrigerator from Canadian Appliance Source for approximately $1600. Upon delivery and installation, the unit was found to be defective from day one—it freezes all contents, even when set to the warmest temperature setting. This renders the appliance completely unusable.
  
  I immediately contacted Canadian Appliance Source customer care to report the issue. They informed me that since the unit is under warranty, I would need to deal directly with the manufacturer, who could send a technician. Unfortunately, the earliest appointment available was several weeks away (well into May).
  
  I have a family of six, including four young children, and we are now left without a functioning refrigerator in our home. We have no way to safely store food, which is a serious issue affecting our daily lives and well-being.
  
  Despite the refrigerator being defective from the moment it was delivered, Canadian Appliance Source has refused to take any responsibility or offer any form of resolution (e.g., replacement, temporary unit, or refund). They continue to defer entirely to the manufacturer.
  
  This lack of accountability and refusal to assist a customer with a clearly defective product is unacceptable. I am seeking an immediate resolution in the form of a replacement unit or full refund, and I am requesting that Canadian Appliance Source be held responsible for resolving this issue in a timely and fair manner.

  

  Business Response

  Date: 01/05/2025

  Dear ********* ***********,

  Thank you for bringing your concerns to our attention. We are sorry to learn about the difficulties you are encountering with your appliance.

  We wish to clarify that Canadian Appliance Source is a retailer and does not manufacture the appliances we sell; therefore, any functional issues fall under the manufacturer's warranty.
  
  We note that our After Sales team approved an exchange of your refrigerator on April 29, 2025, and the replacement was delivered on April 30, 2025. Our records also indicate that the After Sales team has been in communication with you throughout this exchange process.
  
  We sincerely apologize for any inconvenience this situation may have caused.

  Sincerely,

  CAS
  

  
  

  Customer Answer

  Date: 01/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Thank you for your response. While I acknowledge that Canadian Appliance Source (CAS) eventually replaced the refrigerator on April 30, 2025, I must make it clear that this outcome only came after two weeks of unacceptable delays, repeated denials, and a complete lack of proactive customer service.
  
  The unit was clearly defective from the moment it was delivered on April 19, freezing everything even at the warmest setting. Regardless of the fact that CAS is a retailer and not the manufacturer, a product that does not function on day one is not the customer’s responsibility to troubleshoot through the manufacturer. As the seller, CAS has a duty to ensure that the product delivered is in working condition. The correct course of action would have been an immediate exchange or refund, not passing the burden onto the consumer.
  
  It is important to note that CAS only agreed to replace the unit after I took significant and public steps to escalate the issue, including:
  
  Submitting a formal complaint to the Better Business Bureau
  Filing a case with the Manitoba Consumer Protection Office
  Posting multiple one-star reviews
  Sharing my experience on social media, where I tagged local news outlets and generated considerable attention
  
  This replacement was not a result of CAS’s routine customer service process—it was the result of persistent effort and public pressure on my part. That is not acceptable customer care.
  
  Furthermore, due to this delay, my family of six, including four children, was left without refrigeration for two weeks, forcing us to rely on takeout and restaurant meals—an unnecessary and expensive burden. I would like to know how CAS intends to compensate us for the hardship and extra costs incurred due to their failure to take responsibility for a non-functional appliance.
  
  Moving forward, I strongly urge CAS to review their return and exchange policies for defective items and prioritize immediate solutions when a customer receives a broken product.
  
  Sincerely,
  ********* ***********