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

  3 - 8261 Woodbine Ave Markham, ON L3R 8Z5

  
• 

  Canadian Appliance Source

  3 - 20 Lebovic Ave Scarborough, ON M1L 4V9

  
• 

  Canadian Appliance Source

  1100 rue Bouvier Quebec, QC G2K 1L9

• 

  Canadian Appliance Source Ottawa

  100 Trainyards Drive Ottawa, QC K1G 3S2

  

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:06/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a washer and dryer from Canadian Appliance Source on Black Friday , I told the sales very clearly about my small condo size and my family size , but she refer me the biggest one , it is a top load washer, the bowel is too deep both I and my mother can not reach the bottom to get the clothes, so I ask to exchange it, but they said they will charge restocking fee which is about 600, but it is not my fault , it is their sales fault, I have argued with them for one and half month , it still didn’t solve it, i* ***** ** * *** ******** , so I want to file a complaint. I want CAS don’t charge any restocking fee since it is their fault not mine. And exchange to a smaller one. I think CAS should try the sales well and a more efficient customer service, not just rush sales.

  

  Business Response

  Date: 07/02/2023

  Dear ****,

  Thank you for your feedback.

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

  However, our records show that the restocking charge on your order has been waived since February 2nd, the same day it was applied.

  This is due to the fact that we investigated your file with our sales team to ensure that all the information on the order was correct.

  We apologize for any inconvenience caused.
  

  Kind Regards,

  CAS

• Initial Complaint

  Date:29/01/2023

  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.

  I ordered appliances in late August 2022. They were to be delivered on Nov 24 2022. It was finally determined that the salesperson, *********, ordered the incorrect fridge. We only realized this because it did not fit in the kitchen cabinets as I requested a counter depth and a standard size fridge came. The delivery rivers would not take the fridge. They said it wasn’t their problem. I contacted ********* and he ordered the correct fridge. There was no apology. He asked me to do the return. I said no. So he completed it. I was told my fridge would come on Jan 26. I contacted the company any they said it was delayed and would come March 18 and that this want their fault it’s the supplier. They have no other comparable options to offer me. They offered stainless steal. But my entire kitchen is white. I asked for a discount they said that I’m lucky they’re not charging me a restocking fee. It’s been months. And they won’t even remove the other fridge. I had to purchase a mini fridge. They’ve offered me $100 off a $2000 fridge. I have offered many solutions and I am simply ignored. I don’t have a freezer. I’m out $500 for a mini fridge and they expect me to store their fridge until mine comes but I can’t use it? It’s worthless to them?
  
  They aren’t cooperating at all or accepting any responsibility. This will continue with others. Please help.

  

  Business Response

  Date: 30/01/2023

  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 the sales error was noted on our end, which is why a restocking charge was not added to your order.

  As the retailer, we are unable to control the ETA provided by the manufacturers we work with, but we will always try to accommodate customers by suggesting alternative models in stock.

  Our records show that a senior member of our resolutions department reached out to you on January 26th with a list of available models and they were all rejected.

  As such, the only options in this situation would be to wait for the replacement to be received from the manufacturer or offer a full refund on the existing appliance, once it has been returned.

  Our records show that a pick up was scheduled in order for the appliance to be taken back to our warehouse.

  Once we have received it we shall be able to process the refund back to your credit card on file.

  Please allow 5 to 7 business days from the date it has been processed for the amount to reflect on your account.

  Kind Regards,

  CAS

• Initial Complaint

  Date:26/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number ******** CAS sold me a washer/dryer stacking kit with a defective part. I had also paid for their professional installation services of the product. When I requested the replacement and re-installation of the product or the defective part, CAS informed me they would not be doing anything about it.
  
  CAS sold me a compact washer, dryer and stacking kit, as well as their "white glove" installation services of all the items about 2 weeks ago. The total cost of the the products and services was about $3,000.
  
  The stacking kit included a defective part that didn't fit. The part was supposed to hold one of the dryer legs in place. The installers did not inform me of this. Instead, I found a part on the ground while cleaning up afterwards, and after examining the kit assembly manual, discovered that the installers had installed the part on the left side but did not install the part on the right side. The part did not fit into the slot.
  
  I called CAS to request the replacement and re-installation of the stacking kit, or of the defective part, and was told to submit a return request online. CAS' reply to the request was that it would not honour a return or exchange because the stacking kit had been installed. I replied that the manufacturer had directed me to CAS because a stacking kit is an accessory and CAS had sold it to me. Further, the CAS sales representative had informed me that the installation services were warrantied, yet the stacking kit was not properly installed. In its reply, CAS did not address the concerns I raised, but repeated that there were no returns or exchanges.
  
  I was sold a product with a defective part. There was no way to tell that part was defective until the product was installed. CAS sold me both the product and the installation services, yet appears unwilling to provide customer care or support for either. What a truly disappointing experience.

  

  Business Response

  Date: 27/01/2023

  Hello ****** ***,
  
  Thank you for taking the time to leave your feedback.
  
  We would like to wholeheartedly apologize for the experience.
  
  We can see that our after-sale team has been in contact with you and your replacement stacking fee has been approved for a replacement.
  
  The service date to complete the restacking of your laundry unit is scheduled for Saturday, January 28th 
  
  We would like to apologize for the inconvenience in advance 
  
  Kindly,  
  CAS 

  Customer Answer

  Date: 30/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:23/01/2023

  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.

  The truck that had to deliver my refrigerator purchased from Canadian Appliance Source (CAS) refused to come down the driveway and actually deliver my CAS order number ********, because they said their delivery truck is not equipped for driving on winter snow slippery surface.
  
  My order delivery address and date was very clear. CAS is accountable for utilizing the properly equipped trucks and crews for winter. Today at the time of delivery at 6.30 pm EST there was no snowfall and my driveway was clear of snow deposit by a snow removal company, also the path was clear. There is no excuse for CAS for being unable to deliver my order other than not being able to contract the properly equipped delivery for the normal winter weather conditions.
  
  When I called CAS customer support there was no clear answer when they reschedule my delivery and if they will compensate me for the spoiled fruits and vegetables because I was not able me new fridge to replace the old, damaged one!
  
  I seek the fast delivery of my order and a reasonable compensation from CAS.

  

  Business Response

  Date: 23/01/2023

  Hello ********* ******, 
  
  Thank you for taking the time to leave feedback.
  
  We would to wholeheartedly apologize for the experience you may have had with the delivery service.
  
  However, we can confirm with our Home Delivery team that at the time of the delivery attempt, the delivery team was unable to access your home due to the inability to access your driveway. 
  
  Customers are advised that before delivery, the delivery team is required a safe and clear passage to the home to endure the delivery is completely safe as possible. Due to the unsafe environment/passageway at the time of the delivery team, our team could not complete the delivery at the time.
  
  We understand the frustration of not receiving delivery of your order that day however, we are unable to provide any compensation here.
  
  As requested, your order has been cancelled and all the refund amount will reflect on your card within 5 business days.
  
  We would like to apologize for any inconvenience 
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 23/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:23/01/2023

  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.

  ORDER # ********
  The fridge was dead on delivery (Nov 30, 2022). I tried to resolve the dispute by calling Canadian Appliance Source (CAS), and I was told to pursue an exchange with the manufacturer as they held the warranty (Dec 2, 2022). I called **********, who's technician diagnosed the compressor to be broken (Dec 9). ********** approved a replacement, however, the complete process took 6.5 weeks from initial call to replacement fridge delivered. The replacement fridge also came dead on delivery (Jan 16, 2023). I called ********** again and their technician diagnosed it as a broken motherboard (Jan 18). I emailed CAS to relay that I had lost confidence in the system and the product, and that I would like a refund (Jan 17). After 6.5 weeks, I still have not received a new and working fridge. Their response was to transfer my refund request to Parts and Service to have the fridge fixed, ignoring my request for a refund (Jan 20). My intention and belief was that I had bought a new and working fridge; I did not buy a broken fridge to be fixed. I believe they have no intention of refunding me the money and want me to accept a broken fridge to be repaired. There is no end in sight.
  
  I have lost $400 in groceries when the first fridge did not work. It has been a nightmare not to have a fridge for 6.5 weeks, and there have been real expenses as a result. I have wasted hours emailing and calling both these companies; they have been purposeful in dragging out the process. They have held my money, without interest to me, as they still have not honoured the contract when they took my money.
  
  I have logs of phone calls to both CAS and ********** Canada. I have emails of my correspondence with CAS. ********** holds the reports about the two fridge diagnoses from the technicians (***** *********).

  

  Business Response

  Date: 26/01/2023

  Hello **** ****,
  
  Thank you for taking the time to leave your feedback.
  
  We would like to wholeheartedly apologize for the experience.
  
  We understand the frustration that you are having with the unit. 
  However,  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.
  
  We can see that our After-sale team has escalated the issue on your behalf, upon escalation to the ********** warranty team, they have advised they have offered a replacement. Since you have declined, they are working with you on a solution. 
  
  We would like to apologize for the inconvenience in advance 
  
  Kindly,  
  CAS 

  Customer Answer

  Date: 30/01/2023

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

  The CAS representative did not accurately represent the dispute.  It is not that I declined a replacement, but that the replacement also arrived massively defective.  It is at this point that I declined anymore involvement with ********** Canada and its products, and sought a refund.

  The response is a generic response I have been getting from CAS.  It is not an exchange or repair I am seeking, which would be through the warranty/manufacturer, and I have been adamant that I this is what I do not want.  It is a refund for a massively defective product, which CAS was the point of sales.  ********** Canada had made it clear to me that they do not refund, and pointed me back to CAS.  I do not understand why CAS even has a Returns Authorization Department when the company should just mark everything as final sale. 

  CAS Aftersales team has done very little to expedite anything except to pass the buck.  It has been relentless effort on my part, emailing CAS executives, opening third party dispute claims, and pushing ********** Canada to come to a settlement that begins to address the scope of the dispute.  

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

  Sincerely,
  

  
  
  
  **** ****

  

  Business Response

  Date: 01/02/2023

  Hello **** ****,
  
   We would very much appreciate your feedback.
  
  The experience you went through with the unit is very unfortunate and it is not a common issue. However, at times new units do have functionality issues. 
  
  All functional issues with units are subject o the manufacturer's warranty. We have been advised by ******************** that one of their managers is in direct contact with you to have the issue resolved. 
  
  Kindly,  
  
  CAS 

• Initial Complaint

  Date:18/01/2023

  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.

  My husband and I went to the CAS store on millen rd and self service Road in Stoney Creek December 28 ,2022 and we purchased a Toploader washing machine and dryer they were ****** and I knew that ****** was a good brand it had an agitator I six years ago I purchased the front loaders *** * **** * ******* ***** ***** *** *** ** ** *** *** *** ** **** ******* ******* ** ***** *** ** ******* *** *** **** ** *** ******* ** I used to pre-soak it for a couple of days and so it was in my head that I had to get a new washer with an agitator so we went into the store we bought the machine thinking that was the best resolution for my issue The day after the machines were delivered to my house and we did a load within an hour and we started to hear grinding noise we sort of let it go I didn’t really understand so I thought maybe that’s the agitation and when the clothes in the machine stopped to my surprise the clothes were still stained I was heartbroken. The day after we went to the store and I spoke with Kelly the girl that sold us the machines and told her and made her here my husband had taken a video of the sound and Kelly and another associate heard this grinding noise so they told me again to call customer service and put in a complaint It took two weeks like for somebody to come out to my house and I was very upset about this. Finally on Friday January 06a service technician came to the house after me calling every day. he looked at the machine and he heard the video and he heard himself the grinding noise he actually took a video and he sent it to the manufactures over at ****** The service person said don’t worry about anything we will take care of everything and you’re gonna have to wait a couple of business days for the ****** people to call you back Today is Monday January 16 I called ****** and they told me the it was a grinding issue and they’re gonna have to come out to my house and repair It needs a new gearit ,I said why do you have to repair why can’t you just give me another machine and they said that’s what they have to do so I am left with no other options. Today I left two messages for Kelly she has not yet responded to me I don’t know what to do or who to talk to . the girl she was very pleasant from ****** , he said there’s nothing else we could do for you we re very sorry, I told her I don’t want a machine that came damage to my home and me washing a load of my child cloths within the
  first hour of me trying it when it was delivered the machine also grinding noiseI feel that I should be get either my money back or something else so please Better Business Bureau please help me thank you

  

  Business Response

  Date: 23/01/2023

  Dear ********,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience.

  Please understood that you were first directed to ********* for service as all appliances are subject to the manufacturer's warranty.

  However, we have spoken to ********* today and have been informed that you are going to be fully refunded for this unit under Maytag's 30-day performance Money-back guarantee.

  Should have any issues in regards to this refund, ********* has advised that you will need to call them directly and request to be transferred to the exchange department.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

• Initial Complaint

  Date:15/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Order number is ********
  I purchased a stacked ** washer dryer. It was delivered and installed Jan 9, 2023 by the people that this company hired. Upon delivery we found that the dryer had a sensor fault showing the air flow out the vent was insufficient. We detached all electric power and we unhooked the dryer from the vent and tested so the exhaust goes into the room bypassing the vent. The same error showed up. I called ** and then called the retailer within 24 hours. The retailer told me to fill out the online form. They absolved themselves and told me to call **.
  ***** ******* ***** ********** ** * ******* ****** *** ****** *** **** **** ** ************** *** ***** *** ************** ** *** *********** * ******* ****** ** ***** **** ********.
  I paid for a new working unit and that is what I expect to receive.
  They are polite in their messaging but I will not accept a nicely worded message telling me how sorry are. I simply want what I paid for without aggravation. ******** **********.
  My Order number is ********.

  

  Business Response

  Date: 16/01/2023

  Dear Customer,

  Thank you for taking the time to share your feedback.

  We regret to learn about the issue which you are experiencing with your appliance.

  Please note that all functional issues are subject to the manufacturer's warranty, which is why ** has to be involved in this process.

  This is because, after the visit of a technician, the manufacturer will determine next steps in regards to resolving the issue.

  If deemed unrepairable, the manufacturer will replace the appliance under warranty.

  Our records show that ** has agreed to replace your dryer.

  Kindly note that they complete their own in-house exchanges, that is they do not involve CAS in the process.

  To plan the exchange, you will need to call ** at ###-###-####.

  Kind Regards,

  CAS

  Customer Answer

  Date: 18/01/2023

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

  
  I would like to start by
  stating that I am highly dissatisfied with the sale of a damaged washer and
  dryer to us by CAS. It’s impossible to know if the unit is working unless it is
  unboxed and hooked up and your delivery service does not test the unit. I
  called within 24 hours to inform CAS that the unit was not working.
  The question that presents
  itself is: Does CAS sell refurbished appliances as new?
  Consumer
  Protection Ontario states:
  Consumer Protection Act, 2002, S.O. 2002,
  c. 30, Sched. A
  Misrepresentation: It’s illegal for the business or
  individual to give you false information about themselves or
  the product or service they offer. Examples include:
  stating that the product is a certain grade, style, model, or quality when it isn’t
  
  ** has agreed to replace the
  unit only after a technician inspects it and confirms that it cannot be fixed. Perhaps
  it can be repaired but I didn’t purchase a refurbished unit. While I am onboard
  with having an ** technician come and inspect the unit, my expectation is to
  receive a new unit from CAS as I paid for a new unit. Giving me the phone number
  to ** for service after selling a broken unit does not address the
  inconvenience and harm CAS has done.
  Regards
  
  
  
  Sincerely,
  
  
  
  * ********

  

  Business Response

  Date: 23/01/2023

  Hello, 
  
  Thank you for taking the time to leave feedback.
  
  We certainly understand your frustration and we will like to wholeheartedly apologize for the experience you had with your ** ********** 27 Inch WashTower. 
  
  However, new units can have functionality issues despite the unit being new. That's why is covered under the manufacturer's warranty once it's been delivered. 
  
  As part of the manufacturer warranty, it is subject to any functionality issues. For functionality issues, it requires a manufacturer technician to inspect the unit once the unit is deemed irreparable by the technician in your case the manufacturer completes an exchange for the mutual customer. 
  
  As confirmed by **, the unit has been replaced and the issue has been resolved. Please know that this policy is not only a CAS policy but an industry standard and procedure for appliances with functionality issues.
  
  We would like to apologize for any inconvenience 
  
  Thank you kindly, 
  
  CAS 

• Initial Complaint

  Date:10/01/2023

  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.

  Order Date Dec 17 2022
  Order Number ******** We paid the business $2,583.07
  
  The business(CAS) committed to moving our old appliances from inside the house to outside if we paid for the installation/removal fee. The delivery company refused to move the appliances unless they could keep them. We explained prior to purchasing the appliances that we wanted to sell the old ones and we were reassured the delivery team would move the old appliances anywhere we wanted for a fee. We paid for a service that we never received. We would have installed the appliances ourselves if the advertised removal service was not included. We also had to hire movers to remove the appliances from our house. We called CAS customer service and requested a refund for the installation fee, CAS acknowledged the sales person was wrong to say they would move our old appliances, but they refused to offer a refund and said it was up to the delivery team.
  
  Was hoping the BBB could assist with recouping our losses

  

  Business Response

  Date: 10/01/2023

   

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

   

  Thank you for bringing this to our attention.

   

  We are sorry to learn that your delivery experience has not been successful with CAS.

   

  Our records show that your appliances were delivered on December 20th of 2022.

   

  We can see that a Resolutions Case Manager reached out to you on January 10th of 2023 to further discuss your concerns.

   

  Thank you kindly,  
  

   

  CAS

   

   

  Customer Answer

  Date: 14/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:03/01/2023

  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.

  Purchase of ******* *** wall oven 2022-12-04 order #********.
  Oven arrived not working. Canadian Appliance and ********* ****** both refuse to replace or refund me. Eventually they arranged for a technician to come look at it - he arrived 2 days after scheduled, failed to submit report and then business closed for 5 days. The part is on back order with no date when it might be available. Neither company has been helpful or taken responsibility. The customer service was terrible with both Canadian appliance and ********* - ***** **********  I am seeking a full-refund, reimbursement of installation fee and compensation to cover not having a working oven for the month of December and now into January.

  

  Business Response

  Date: 03/01/2023

  Dear ****** *******
  
  Thank you for leaving your feedback.
  
  We would like to wholeheartedly apologize for the experience you are having with your ********** Wall Oven. 
  
  We are sorry to hear about the functionality issues that you have been having with your unit and the inconvenience caused by the backorder replacement part. 
  
  Please know that all functionality issues are subject to the manufacturer's warranty, in this case, *********. The unit ought to be serviced directly by the manufacturers per the warranty procedures.
  
  One of our representatives has been in contact with you to help resolve the issue. Regarding the delay of the replacement part, we have been informed by ********* that monetary compensation has been offered to you regarding the delay.
  
  We are currently further escalating that issue on your behalf and will be getting back to you within 48 business hours regarding the manufacturer's response.
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: CAS did not make it clear that if the oven could not be installed within 48 hrs (the company they provided to install the oven came at their earliest appt) that even if the oven did not work they would do nothing about it.  ********* has clearly communicated it should be the business that sold the oven to me that needs to exchange it, they are also unwilling to take responsibility for the appliance they manufacture not being in working condition and no part available to try to fix it.  The oven was brand new - I have a ******* oven needing a part that is also on backorder, that is why I purchased a brand new ******* *** oven.  I have already been told numerous times it has been escalated but both CAS and ********* have communicated repeatedly they won’t be the one providing me with a refund or working oven so I have no confidence and do not accept this response.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 05/01/2023

  Dear ****** *******

   

  Thank you for your response.

   

  Once again we apologize for your experience.

   

  Please note that CAS does not manufacture any of the appliances we sell and unfortunately, functional issues do occur, even with new appliances. 

   

  All appliances we sell are equipped with a one-year manufacturer's warranty. Any issues with an appliance which occur within the first year manufacturer's warranty will be addressed by the manufacturer themselves.

   

  Our records show that we have escalated the matter on your behalf with the manufacturer.

   

  We have requested that they expedite the search for the part.

   

  Once the technician receives the part, they will contact you to book a service call.

   

  Thank you kindly,

   

  CAS

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business: Canadian Appliance Source
  
  Subject: Charged Higher price on Invoice than what was agreed upon.
  
  Details:
  Today I bought a whole house appliance package from the Vaughan location and I was quoted a certain amount.
  
  Though after making the 25% deposit, when I was given the actual paper Invoice, the invoice amount was $149 more than what we agreed upon. I immediately told the Salesperson (Jordan Troy A.)  that the amount was not correct.
  
  He acknowledged and said its a system issue and he will email me the correct itemized invoice in the next 10 minutes. I waited for 30 minutes and didn't receive anything, so called Jordan A.. He told me that he will send the corrected invoice by the end of the day..
  
  He never sent me the corrected invoice and also the invoice he gave me does not show prices of each item, it just shows me total price..
  
  I have sent an email again to Jordan, asking him for the correct itemized invoice.....
  
  This is not the experience I was expecting *** * **** **** ********

  

  Business Response

  Date: 03/01/2023

  Dear ******* ********,
  
  Thank you for leaving your feedback.
  
  We would like to wholeheartedly apologize for the experience you are having.
  
  However, based on all the information you provided in your feedback details, we are unable to find your order.
  
  Would you please kindly contact our After-Sales Team at casreviews@*****.ca to provide your order number so that we can address your concerns directly? Unfortunately, I cannot find an order under the name provided here. 
  
  Thank you kindly, 
  
  CAS 
  
  

  Customer Answer

  Date: 04/01/2023

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

  Also the order is under my wife name ***** ****

  I did send email to Canadian appliances customer service (same email you provided) on December 26 2022. Though till date I have not received any response.

  Please advise if there is any other email I can send email to OR can you ask them to respond.

  Below is the email I send on December 26.

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

  From: Gurjeet <********@*****.com>
  Date: Mon, Dec 26, 2022 at 8:31 PM
  Subject: Order ******** -- Waiting for corrected Itemized Invoice
  To: ********@*****.ca <********@*****.ca>
  CC: <**@*****************.ca>, ***** **** <**************@*****.com>
  
  
  Hi Jordan,
  
  
  Thanks a lot for your help today with my appliance order.
  
  
  As per our discussion in the store, I was charged an extra $149 by mistake and you told me that somehow the system did not apply the debit card discount and you will correct the invoice and send me the new invoice with outstanding balance in the next 15 minutes.
  
  
  Upon calling after 30 minutes, you told me that you would send me the corrected invoice by the end of the day. Though its 8:30 PM now and I have not received the corrected invoice yet. I also tried calling you but coudnt reach you and left a voice message.
  
  
  Total Invoice amount $15020.00
  
  Money already paid 25% = 3755.00
  The money we owe on this order is $11,265.00
  
  
  
  Also the invoice i was provided does not show the prices of each item (Not itemized invoice), can you please send me corrected itemized invoice.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 05/01/2023

  Dear ***** **** and ******* ********,
  
  We very much appreciate your feedback as feedback goes a long way in helping the improvement of our staff and company. 
  
  We understand your frustration regarding the issue you may have had.
  
  However, we can see that the pricing issue has been explained to you by the sales representative. To further add, we can see that three separate cards are used for payment.
  
  A 1% discount applies for customers paying with debit since you are not paying the full amount with a debit or cash the 1% discount does not apply anymore. 
  
  Unfortunately, we are unable to adjust to the 1% discount as you are not paying the full balance with a debit card or by cash. We hope that you understand and this was explained simply.
  
  Thank you kindly, 
  
  CAS