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

  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:26/02/2023

  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 ******* fridge from Canadian Appliance Source Ottawa Merivale location in Sept 2018 order # ******* with 4 year extended warranty with W3solutions. Alex P. salesperson. Canadian Appliance Source.
  Fridge died in Sept 2022. Still under warranty. After 4 service calls it was determined that the fridge is not repairable. R600 SYSTEM EVAPORATOR is no longer made. Contacted ******* ****** as well as two ******* certified repair companies who have confirmed that the part is no longer available. Warranty company not returning our calls. Two attempts to contact CAS unanswered. We have been without a fridge since September 2022. ******* ****** also confirms that the fridge is not repairable. Everyone is passing the buck.
  Canadian Appliance Source sold us a bogus warranty from very disreputable people and i feel they are responsible to provide full refund,.

  

  Business Response

  Date: 01/03/2023

  Dear *******,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience in regards to the issues you are experiencing with your appliance.

  Our records show that you were contacted by a senior member of our resolutions team on February 28th and they forwarded the matter to the escalations team at W3 Solutions.

  We can see that they contacted you again today to advise that the escalations team reverted back and offered a refund on for the appliance to honor the warranty.

  W3 Solutions shall be in touch to discuss the specifics of the refund, which will done by cheque.

  Please do not hesitate to reach out to us directly should you have any further questions, going forward.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 01/03/2023

  
  
  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 would like to thank Shaheen at CAS for resolving our problem so professionally and quickly. She was amazing.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:26/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a range on Feb 4th, delivered Feb 9th.
  
  It was defective (a faulty sensor prevents the oven from turning on at all) ******** ***** ***** **** **** ***** ** *** *** ** ******* *** 
  The earliest the company will send a technician to look at the appliance is March 7th (almost a month after delivery)
  
  This is far too long for my household to be without a working oven.
  *** ************* ********** ** **** **** ** ******* ***** ******* *********** ****** **** ***** *** ***** ***** * ***** ******** **** ******** *** **** ** *** ** *** ******* * *** ** **** **** ****** *** **** ********** ************

  

  Business Response

  Date: 28/02/2023

  Hello ***** ******,
  
  Thank you for taking the time to leave a review. 
  
  We regret to hear that your appliance has a functional issue. Please understand that CAS is an authorized retailer, and we receive all of the appliances we sell directly from the manufacturer in their original packaging. Therefore, CAS does not perform Quality Control testing on any of the appliances we sell. This is done by the manufacturer during the production process. As such, there are times that an appliance may experience functional issues shortly after purchase and as it is a functional issue, it falls under the manufacturer's warranty. In cases like this, the manufacturer provides CAS with very specific guidelines on how to proceed. This will almost always include having the manufacturer send out a technician to assess the appliance. The technician's report is provided to the manufacturer who then determines whether or not they feel as though the appliance can be repaired or would need to be replaced.
  
  Please know that as part of the procedure, we have requested a DOA from ********** regarding the issue with your unit.
  
  Please allow us to revert back to you within 48 hours, with the manufacturer's response. 
  
  Thank you kindly,
  
  CAS

• Initial Complaint

  Date:24/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchaused a fridge and stove from Canadian Appliance Source in Calgary Alberta. Price paid was 9700 dollars. We were promised the appliances. First fridge arrive aweek later and was damaged. Seconde fridge arrive 10 days later damaged and rhe moving company did $1000 damage to our home. Third fridge arrived a month later with the stove . The fridge was in good condition. The range was inspected before unloaded from deliver company. Doors on stove so bent couldn't open them. Now they are refusing to return our money.
  
  Range is not available now for another 6 months. We're told that I would be available no later than March 26th 2023.

  

  Business Response

  Date: 24/02/2023

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

   

  Thank you for taking the time to share your feedback with us. Your feedback is important to us.

   

  We are truly sorry to learn that your ** **** refrigerator arrived damaged.

   

  Please note, CAS receives all of the products we sell directly from the manufacturer, in their original packaging. As such, we have no way of knowing if an appliance is defective.

   

  We can see that the replacement refrigerator was delivered on January 24th of 2023.

   

  We are sorry to learn about about the property damage caused on the day of delivery. 

   

  Our records show that a Property Damage Claim was submitted with our delivery company.

   

  Please know that we are two separate companies, we are not involved in each other’s claims process. 

   

  Furthermore to your response about your ** **** range, please know that the Estimated Time of Arrivals are provided to us by by the manufacturer directly. 

   

  As such we have no control when the date is changed.

   

  Another option would be to re-select the stove if you do not wish to wait for the same model.

   

  Please let us know if you wish to re-select and we shall assign a Senior Sales Agent to help you with the re-selection.

   

  Once again we apologize for the inconvenience caused by your order.

   

  Thank you kindly,

   

  CAS

  Customer Answer

  Date: 02/03/2023

  CAS is with holding my money

   

• Initial Complaint

  Date:24/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 12th I purchased a stove, refrigerator and dishwasher ($4258.04) from Canadian appliance source. On February 14th they were delivered and on February 15th we tried to install them. After plugging in the stove and realizing the stove top was not functioning we notified the store and they told us to call ** to troubleshoot. This was done and ** confirmed that the stove top was not functioning and advised me to ask for a new product from the store. Canadian appliance source told me it is not their policy to replace items and ** should send a technician to fix it instead.
  
  I am extremely confused as to why a brand new product that I paid full price for should need repairs. We have been without a functioning stove for over a week now and the store has not apologized for this inconvenience or assured me that they will rectify this situation. The store has only pointed fingers at ** telling me to deal with them. I feel the store should be replacing our stove and compensating us in someway for the inconvenience this has caused our family.

  

  Business Response

  Date: 24/02/2023

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

  Thank you for taking the time to share your concerns with us.

   We are truly sorry to know that your ** range is not completely functional.

  Please understand that CAS does not manufacture any of the appliances we sell and that all functional issues would be the responsibility of the manufacturer as they hold the warranty

  Our records show that our Part and Service Team reached out to the manufacturer ** on your behalf to expedite your service request.

   Your appointment is currently scheduled for February 23rd of 2023 with ***** ********* ****** ***.

   Should you have any other concerns, do not hesitate to reach out to us.

  Thank you kindly,

   CAS

   

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the store refuses to take responsibility and make amends with the customer. They clearly don’t stand behind the products they sell. 
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 08/03/2023

  Hello ****** ******,
  
  Thank you for taking the time to leave a review.
  
  We would like to wholeheartedly apologize for the experience you are having with your unit. 
  
  However, we can see that you have been advised by our after-sales team regarding the service procedures for having your unit fixed as per the manufacturer's warranty.
  
  Thank you kindly,
  
  CAS
  
  

• Initial Complaint

  Date:23/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our order number is ******* We have purchased one dryer and one washer manufacturer by ******* from Canadian appliances source. In April 2022. Both were running good. I have paid full
  Amount with warranty charges to them. Until June 2022 dryer has stop working suddenly. We contacted cas and follow the guide line. This is were the real game has started. They told us as this is new dryer so first year warranty will cover by manufacturer. CAS warranty start from next year. After fighting with manufacturer for several month they have clearly mention us with email proof that we have received the damaged product from CAS. So CAS is responsible for replacement of unit. We have forwarded this response to CAS customer service. Still CAS customer service telling us that they will contact ******* and ask for replacement as this is under their warranty. We already spend one year without dryer and both the parties spending time but nothing else. So please someone can help us in this.

  

  Business Response

  Date: 24/02/2023

  Good afternoon ***** *****,

  Thank you for taking our call today. As discussed on the phone we have followed up with ******* who has agreed to service the unit once the unit is unstacked and easily accessible to the technician. It seems from our further conversation that this has been the case for your original technician visit, so as agreed on, please submit pictures of the dryer meeting the criteria above so I can submit this to ******* to escalate on your behalf. 

  All the best, 

  CAS team

  Customer Answer

  Date: 09/03/2023

  * ******** ********** *** *** **** ***** ** **** ******* ******** ** ** ******** ** *** ** ********* ****** ** ******** I am thankful to you because after my first complaint they contacted me and telling me ******* will contact me. They are just make fool I am waiting for them from paste 2 weeks to be contacted by someone So please help me I already spend 10 month on this and no one replies or any practical action happen so far. My dryer still lying there. Without has been touch by any technician Thanks for help

  

  Business Response

  Date: 14/03/2023

  Hello **** **************,
  
  We thank you for taking the time to leave your feedback. 
  
  We again would like to apologize for the experience you had with your ******* *********** Dryer.
  
  However, we can see that our replacement unit has been approved by *******. 
  
  Our after-sales team has been in direct contact with you regarding your approval and a delivery date has been scheduled for the replacement and pick-up.
  
  Thank you kindly,
  
  CAS

  Customer Answer

  Date: 16/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  After 8 month of hard struggle you guys giving me my dryer. After paying so much money this kind customer service I am getting. On top of that your sale team sound like they did favour on me. They are so unprofessional, and also why I am not getting dryer install? I ask your after sale team and they simply saying that is not our job you have to install your dryer urself. So after so many month of wait you are just throwing dryer on my door?? This is called customer service as per CAS 

  I want you guys to install my dryer. I should not ask for this. But you guys did not keep any choice to me 
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 23/03/2023

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

  Thank you for sharing your feedback with us. Your feedback is important for us.

  We apologize for the issues you have been experiencing with your ******* dryer.

  Please be advised that functional issues are subject to the manufacturer's warranty as such any issues occurring with an appliance will be addressed by the manufacturer.

   Our records show that CAS made an exception to approve a replacement for your ******* dryer as your service request was taking longer than usual, as such the installation would not be covered.

   Our records show that your replacement ******* dryer was delivered on March 17th of 2023. 

   We apologize for any inconvenience caused due to this.

   Thank you kindly,

  CAS

• Initial Complaint

  Date:21/02/2023

  Type:Delivery 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 with no real rush on December 1/22. I’m ok waiting as per the no rush.
  Received a email January 31/23 that the fridge was good to go with a pick up in the ******** store/warehouse. Needed a bit of clarification on the pickup so sent a question or two as to time /date etc. All good.
  Received another email stating all good with certain items, no Monday and bring someone to assist. I guess ok, but not what I’m used to for pick up.
  Arrangements were made for truck including assistance and went to pick the item up on February 7th/23. There was no appliance available to be picked up.
  Now I’m out about $350.00 as I live out of town and had arrangements for a truck with help to assist.
  The ******** Canadian Appliance Source was not the issue as they were not aware I was coming to pick up the item.
  Now no replies and promised phone call and I probably cannot get a credit card refund as I purchased December 1st.
  Totally at a loss as to what to do.
  I no longer have access to my previous truck for pick up and I was told they won’t deliver to my address.
  I’m speechless as to lack of information and out of pocket expenses and no customer service.
  Maybe you can assist???
  Thanks

  

  Business Response

  Date: 24/02/2023

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

  Thank you for reaching out to us and sharing your concerns.

  We are sorry to learn about your experience.

  This is certainly not a sales experience we would like any of our customers to have.

  Our records show that a Resolutions Case Manager reached out to you on February 23rd of 2023 to further discuss your concerns.

  We can see that your Whirlpool ********** 30 Inch Refrigerator is currently in stock at our ******** store.

  Should you have any further questions or concerns, do not hesitate to reach back to your Resolutions Case Manager.

  Once again we apologize for the inconvenience caused to you by your order.

  Kind regards,

  CAS

  Customer Answer

  Date: 24/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As I stated $100.00 is an insult as to what I put out of pocket from their incompetence.  I have informed CAS that I wish to have a refund.

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

  

  Business Response

  Date: 28/02/2023

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

  Thank you for your response.

  We are sorry to learn that you are not agreeable to the offer made by CAS. 

  Following your request to cancel your order, we can see that your order has been canceled on February 27th of 2023. 

  Your refund has been processed on February 28th of 2023.

  Please allow 5-7 business days for the refund to be processed to your credit card.

  Once again we apologize for any inconvenience caused to you by your order.

  Kind regards,

  CAS

  Customer Answer

  Date: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  If and when I receive my refund I can make that decision.  It sure was swift to take my payment but quite long to get a refund.

  It all comes back to poor customer service. 
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 20/03/2023

  Hello ***** ******,
  
  We thank you for taking the time to leave your feedback. 
  
  Please be advised that your refund has already been refunded ad all payments should be reflected on your card.
  
  Thank you kindly,
  
  CAS
  

• Initial Complaint

  Date:21/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First transaction 12/12/2022 - $534.98
  second transaction at delivery was 12/13/2022 - 653.86
  Order # ******** The business committed to provide us a ********** washing machine.
  Once we installed the machine it did not work.
  We called the business and they sent a technician on December 23 to confirm that the machine was in fact non-functioning and it had a defective mother board.
  The company offered to fix it with a repair man but we had to wait for a part that would take 3 weeeks.
  We asked that they replace the machine and provide a new one.
  They refused and told us we needed to contact **********
  ********** has refused to help. Told us to go back to CAS
  Both companies point to each other. and no resolution has been made.
  The washing machine is in our garage. We were forced to purchase a second machine so we could wash our clothes in the interim.
  We want them to pick up the defective machine and provide us with a full refund.

  

  Business Response

  Date: 24/02/2023

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

   Thank you for reaching out to us to share your concerns.

   We are truly sorry to learn that your are experiencing issues with your ********** washer.

   Please note, CAS receives all of the products we sell directly from the manufacturer, in their original packaging. 

   As such, we have no way of knowing if an appliance is defective. This is why our manufacturers will stand in and address as they hold the warranty. 

   Our records show that a Resolutions Case Manager reached out to you on February 24th of 2023 to further discuss your concerns and to ensure a proper resolution is provided to you. 

   Your file has been escalated with the manufacturer **********.

   Should you have any further questions or concerns do not hesitate to reach out to your Case Manager.

   Thank you kindly,

   CAS

• Initial Complaint

  Date:13/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ********** Side-By-Side Refrigerator and Freezer combo unit from Canadian Appliance Source (CAS) in Halifax, which was delivered on Jan 4, 2023. Customer Code: *******; Order Number: ********. The unpacking and installation had to be coordinated with our kitchen installation (cabinets etc) and since we did not want to get fingerprints or marks on these brand-new stainless steel appliances, we only opened the packing around 3 weeks after delivery. However, upon surface inspection, we noticed the freezer unit door is dented and we brought it to the notice of the CAS after-sales service team member, Farheen. She "acknowledged with regret" that the piece was delivered damaged by CAS, however, refused to address the issue through a prompt replacement. During this time, we noticed additional dents on the freezer door, which was carefully hidden with packing tape straight from their warehouse. We have provided pictures of these defects to the CAS service team with no redressal offered to date. We have also escalated this matter to Mr Jay K., Customer Service Manager, Canadian Appliance Source, who is also listed as a key contact point for CAS in BBB, however no response so far. This is an expensive purchase of a brand-new item. Yet the item we received appears to be an already damaged piece that was either an open box item, a previously returned item, or damaged and mishandled at the time of transportation by their delivery team, and therefore concealed with tape. Regardless, this is unacceptable, considering we put our trust in CAS, having ordered a brand-new high-end appliance.
  Clearly, this is a damaged piece and should not have been delivered in the first place, having trusted CAS with this $8000 + new purchase. The Fridge and Freezer are still in their new unused state. We need CAS to address this issue promptly by replacing the freezer unit with a brand-new damage-free ********** all-freezer unit to complete our kitchen installation.

  

  Business Response

  Date: 15/02/2023

  Dear ****,

  Thank you for taking the time to share your feedback.

  We regret to learn that your appliance arrived damaged.

  Please be advised that CAS receives all appliances factory-sealed from the manufacturer and those will only be unboxed after delivery/ pick up.

  As such, we have no way of knowing if an appliance is damaged or defective.

  This is why we urge all customers to report any cosmetic issues within 48 hours after delivery so we can ensure these are addressed under warranty - which was not done.

  However, we can see that you have been contacted by a senior member of our resolutions team who has approved the exchange for the appliance as an exception.

  This is on condition that the appliance remains uninstalled and unused.

  A replacement has been added to your order and the exchange has been booked for February 17th, 2023.

  Kind Regards,

  CAS

• Initial Complaint

  Date:08/02/2023

  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 ordered 5 appliances with this company to be delivered in January, 2023. 4 of these have been delivered successfully and I am satisfied with them. The 5th was a ***** panel ready dishwasher that was ordered with a deposit in July, 2022.
  I periodically updated the delivery date requested, and ultimately asked for a delivery date of January 2023.
  My sales representative helped arrange the delivery date, and informed me the dishwasher would be delayed a few weeks.
  A few weeks past with no contact or dishwasher. When I emailed the sales associate the emails started bouncing back. When I looked at the order online the delivery date was updated to December 28th, 11th months delayed from what was promised.
  Canadian Appliance offered to exchange or refund with no compensation. This panel ready dishwasher already has a custom panel created for it. Canadian Appliance has another ***** model in stock that would fit this panel, but they indicated they are not willing to ship this to my address.
  I believe the easiest and fairest solution would be for Canadian Appliance to ship me the ***** *** series in place of the ***** *** series they are not delivering, at no additional charge to me.

  

  Business Response

  Date: 08/02/2023

  Dear *****,

  Thank you for taking the time to share your feedback.

  We regret to learn that your experience has been less than adequate.

  Please be advised that, while our sales team will offer as much information as possible about estimated timelines, they may have no way of knowing if a particular model has been affected by an unexpected delay.

  Our records show that your order for the dishwasher was cancelled at your request and the refund has been processed back to your credit card on file.

  Please allow 5 to 7 business days for the amount to reflect on your account.
  

  Kindly note that delays are due to manufacturer production and CAS is not obligated to upgrade to a higher model for the same price.

  We apologize for any inconvenience caused.

  Kind Regards,

  **

  CAS

   

  

  Business Response

  Date: 15/02/2023

  Hello ***** *******,
  
   We would very much appreciate your feedback.
  
  Thank you for taking the time to respond. 
  
  We understand your concern and your frustration with your experience. 
  
  However, we have written proof requesting the order to be cancelled. As per that request, the order was cancelled. 
  
  Due to manufacturer delays, we were unable to provide the unit at a sooner time. As a retailer, CAS does not control manufacturer productions and items can be discontinued or delayed due as per manufacturers. 
  
  The option of reselecting was provided to you however, you choose to have the unit cancelled.
  
  Unfortunately, as the unit is already been cancelled and the refund was already processed, we are unable to move any other solutions.
  
  Kindly,  
  
  CAS 
  
  

  Customer Answer

  Date: 15/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am deeply disappointed in my experience. I am accepting this resolution only to end the experience. I was forced into refunding as I had no other reasonable alternative. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/02/2023

  Type:Delivery 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 placed an order for a *********** fridge model ********** in July of 2020 along with numerous other appliances from CAS, sales person Cory S.. All of my appliances except the fridge arrived on time for the closing of my house (December 2020) except for my fridge. Originally the unit was delayed by roughly 2 weeks, but obviously I could not live in a house with no fridge. Normally an appliance company would supply a temporary unit in the interm, but Cory tried to sell me on a second smaller fridge for the time being. I decided I did not want to give the company any more money so I bought a small fridge from ***** for the 2 week interm. Well now the date is Feb 3rd 2023 and I STILL dont have my fridge. The arrival date has been moved on me without warning upwards of 30 different times over the last 26months. Every-time I ask for any information on when these units have last been shipped to canada, or if there is a manager/supervisor available to discuss the issue further, I am told no.
  
  I work in the construction industry (as a cabinet installer by trade) and I have actually seen this exact unit ordered 6 months after me and I was received by my clients in July of 2022, so I know for a fact that the units do ship out. My number one concern is that I originally paid $6500 for my fridge, and over the last 2 years that retail price has increased to $11,500, so I believe what is happening at this point is CAS has been receiving these units periodically and giving them to the people who ordered them more recently but at a much higher price than me as clearly, its more profitable for them. I dont know a single person who has had to wait over 2.5 years for a fridge to arrive, and like previously mentioned, I still dont actually have a concrete delivery date so this could easily continue on until I take legal action on the company.
  
  One other thing I should mention is its taken so long that my fridge actually has a new model number now ( **********)
  
  Zac

  

  Business Response

  Date: 08/02/2023

  Hello ****,
  
  Sadly the unit that was originally purchased at ********** purchased at $6590.00 + tax  went discontinued with the Manufacturer after their inability to fulfill outstanding orders. 
  The unit was originally priced due to a promotion running at the time of order when you purchased multiple ******* *** appliances, you received a discounted cost.
  We have substituted you for the 2023 version ********** which does has a Retail Price of $ 11,594.99 + tax price, however, we have added a credit on your order of $5,004.99 to offset the price. 
  

  We currently have three of these units on order, and have not yet received one of these units to fulfill any order. 

   

  ********** has advised us of a tentative ETA of end of February to fulfill your order. These built in fridges have been delayed several times, and are updated as soon as we receive the new updated fulfillment dates by the Manufacturer. 

   

   

  Customer Answer

  Date: 08/02/2023

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

  the Original unit was purchased in July 2020 and I know for a fact that other people have received many of these units    CAS has changed my ‘arrival date’ roughly 30 times between July 2020 and now  every time the delivery date gets within a week, they change to 2-3 weeks again. (Also, please note that my salesperson tried to originally charge me an additional $5000 on the new unit even though it was completely out of my control that they count not provide the fridge to me, only after threatening legal action did they agree to honour the original price) And they have already changed the delivery date of the new fridge 3 times on me since the start of the year.  It seems completely obsurd that they cannot get me a definitive delivery date in almost 3 years.
  

  also, I have asked numerous times to speak to someone who can tell me the last time CAS received my fridge unit in the alt 2 years and everytime they refuse to tell me. None of this seems normal, and I am convinced that they have been receiving units but due to the increased current price, they are fulfilling orders for people who have agreed to pay a higher price than me even though they purchased the unit much later on  

  I have also asked numerous times for the purchase order number between CAS and *********** because then *********** can tell me how many units have shipped since my fridge was ordered, again they refuse to divulge this information

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

  

  Business Response

  Date: 13/02/2023

  Dear *******,

  Thank you for your response.

  Kindly understand that CAS has no benefit in delaying your order.
  

  Moreover, please be advised that our purchase order numbers are confidential and we are unable to provide this to customers.

  However, we can see that your file was escalated to the manufacturer and the appliance is not in stock.

  Your delivery has been booked for February 15th.

  You will be contacted in the evening prior with a 4-hour window for the delivery.
  

  You may contact our customer care team at * *** *** **** if you wish to change the delivery date or if the time window does not work for you.

  We apologize for any inconvenience caused.

  Kind Regards,

  CAS