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: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.

  Order # ******** - We ordered 3 new ***** appliances on December 1st, 2022. The interaction with our "account executive" *** ********* was very much above average. He was very knowledgeable and helpful. We received both the dishwasher and the refrigerator and there were no issue. On Tuesday, December 20th, 2022, our range was delivered (***** ***** ********). We waited a few hours, unwrap it and plugged it in. As my husband was plugging it in a spark came from the back of the stove (when the power cord is attached to the stove / range). We contacted their customer service who advised us to call ***** for warranty work. After speaking to ***** we initially contacted a repair person to look at the stove (as per their instructions). But after discussing the matter further, we decided that we were not comfortable with a stove that sparks and for which we just paid over 5000$. So we contacted our salesperson who advised us to fill in a request for return / exchange. Which we did (after cancelling the initial call for repair). CAS is (so far) refusing the request for return. But we have not received anything explaining their decision. We are now December 23rd and they took away our old stove upon delivery of the brand new one. It will be a disappointed and stressful Christmas and we feel that we bought a brand new stove which should have worked properly right away.

  

  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.
  
  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.
  
  We have been informed by ***** that you were contacted by one of their service technicians to assist with addressing the unit.
  
  We would like to apologize for the inconvenience in advance
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 04/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It is important that customers be informed on what CAS is.  From what I understand they are NOT a store they are just a representative for a number of appliances manufacturers.  This need to be explained upfront and clearly either on their website or when you walk in their place of business.  Once they have delivered the appliance on behalf of the manufacturer they do not offer any real support other than having the customer contact the manufacturer directly.  We are talking about an appliance that had a spark where the electrical cord is attached to the range when it was plugged in the day of the delivery and CAS totally disregarded the risk of fire and kept repeating they are only a dealer.  Their return policy is NOT customer friendly.  Even though they have a return policy it requires the original packaging (which the delivery personnel leaves with) and any decision on returns is made by CAS not the customer.  When trying to get an exchange for a  range in proper working order we were also asked if it had been installed professionally ... We are talking about an electrical cord to be plugged in an outlet. I hope that this complaint will allow future customers to be made aware BEFORE they purchase from that company.  On the upside the sales representative was very knowledgeable.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 05/01/2023

  Dear ****** *****,
  
  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 and your disagreement with our policy.
  However, our return policy is in line with correlation with the manufacturer's warranty procedures and policies.
  
  All our customers are notified that all units purchased come with a 1-year manufacturer warranty for any functionality issues. This means ***** has sole responsibility to cover service for your ***** Range.
  
  We have been notified by  ***** that tey has been in contact with you reagin servicing the unit. Please know if the unit is deemed irreparable, ***** will authorize a replacement directly for you.
  
  Please accept our apologies for any inconvenience 
  
  Thank you kindly, 
  
  CAS 
  
  

• Initial Complaint

  Date:22/12/2022

  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.

  Purchased a complete set of appliances in November/21 . Order #******* Picked up my ********** range which I paid $2394.99 plus tax for in august /22. The problem became apparent as soon as I used it. The cooling fan ran for hours after the oven was turned off and there’s a loud vibrational hum coming from the oven cabinet. Requested service from Canadian appliances and was directed to ********* ******. Set up a day for a tech from ******* ********* to come and see what the problem was. No one showed. Received a phone call stating the tech would order a part and come and install it at a later date. Received another call saying the part was in and set up another day for the tech to come install it. No one showed. Another round of emails to Canadian appliance and another day set aside for ********* **** to come and see what the problem is. No one showed. Another phone call telling me the same thing , we’ll order a part and come and install it. After waiting 2 more months sent more emails and was told a tech would come and have a look. Another full day set aside and no one showed , not even a phone call this time. I’ve been told on numerous occasions that the part is in stock and is being shipped. Not sure what part they are going to put in as no one has bothered to come and see what the issue is. Now one of the burners has started to malfunction. I’ve been waiting 4 months and have yet to see anyone , I’m getting the runaround from Canadian appliance. I want this lemon of a stove replaced!

  

  Business Response

  Date: 22/12/2022

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

  Thank you for sharing your concerns with us.

  We regret to learn that you are experiencing issues with your ********* range.

  Please note that functional issues are the responsibility of the manufacturer as they hold the first year manufacturer's warranty.

  The manufacturer's first port of call would be to service your appliance.

  However, after many attempts at service with the underlying issue still persisting, the manufacturer may decide to replace the defective appliance.

  We can see that your file has been escalated with the manufacturer *********** on your behalf.

  A Resolutions Case Manager reached out to you on December 22nd of 2022 by phone to further discuss your concerns.

  A follow-up email was also sent as there were no response at that time.

  Should you have any other questions or concerns, do not hesitate to respond back to the email.

  Kind regards,

  CAS

   

  Customer Answer

  Date: 22/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Canadian appliance sent me an email stating that a tech has tried to contact me to arrange an appointment for the service. Being unable to reach me by phone apparently they gave up. There is no way to verify that any calls were made. They certainly had no problem reaching me by email which I would prefer. They’ve had 4 months to arrange this service call and haven’t kept one appointment  to date , after wasting 4 days of my time waiting for someone to show up. They have my updated contact information and I’ve stated I’d rather be contacted by email.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 24/12/2022

  Dear Customer,

   

  Thank you for your response.

   

  We can see that a Resolutions Case Manager reached out to the manufacturer on your behalf to have an update on the situation.

   

  We were advised that unfortunately since there were no response from you, your service ticket was temporarily closed.

   

  While you confirmed that you are not available to accept any phone calls as you are currently out of country, we provided your wife's contact information to the manufacturer as per your request.
  

   

  We re-opened the ticket on your behalf, however you are required to reach out to the service provider to confirm your appointment.

   

  The details have been sent to you by email on December 24th of 2022.

   

  Kind regards,

   

  CAS

  Customer Answer

  Date: 10/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was quite surprised to receive the email stating the ticket had been closed for the repair. The most recent communication I had received assured me that the part was in stock , was being shipped and would be installed as soon as it was received.This was the same message I’d been getting for 4 months. I have made arrangements and the tech has come to check the appliance for the first time out of the 5 scheduled appointments.There was another promise made to order a part or parts and return to repair. Again the same thing I’ve been hearing for almost 5 months now. 
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 16/01/2023

  Hello *****,

   

  Thank you for your response.

   

  We regret to learn that your service request is taking longer than usual.

   

  As per our records, an email was sent to you on December 27th of 2022 advising you of the manufacturer's *********'s response. 

   

  You are kindly requested to contact the manufacturer directly at ###-###-#### schedule a service appointment with your technician.

   

  You may respond to the email sent to you on December 27th of 2022 for further assistance.

   

  Thank you kindly,

   

  CAS

  Customer Answer

  Date: 17/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: a promise to return to install the defective parts has been made. This is the same as what I was promised 5 months ago. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 23/01/2023

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

   

  Thank you for your response.

   

  We are sorry to learn that your service request is taking longer than usual.

   

  Please be advised that CAS does not have any controls over the parts which are ordered through the manufacturer for a repair of any appliance. 

   

  We have followed up with the manufacturer on your behalf and assured that this is handled in a timely manner.

   

  Would you kindly reach out to us at [email protected] so that we may better assist you in regards to this issue?
  

   

  Thank you kindly,

   

  CAS

   

  Customer Answer

  Date: 26/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’ve sent and received numerous messages from your “ customer service” in the last 4 months. If you have a date to repair or replace my stove you have my email. Let me know.

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

  

  Business Response

  Date: 02/02/2023

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

   

  Thank you for your response.

   

  We are sorry to learn that your service request is delayed.

   

  We have reached out to the manufacturer ********** / ********* to have an update on this ongoing service request for your stove. 

   

  We will reach out to you by email as requested once we receive an update from the manufacturer. 

   

  Thank you kindly,

   

  CAS
  

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am still waiting to hear when this will be resolved. Almost 7 months now and still no resolution.
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:21/12/2022

  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.

  Bought a new stove on November 13.
  
  
  Invoice
  
  Order ******** Order date: Nov. 13, 2022
  
  Your Sales Representative:
  Jay F.
  ###-###-####
  j*****@*****************.ca
  
  
  Dear ****** *******
  
  
  Order #: ******** Order Date: November 13, 2022 (Sun)
  Order Status: Processing
  Billing Address
  ****** ******* 9*********
  ** ******** Crt
  Richmond Hill, ON *** ***
  Deliver To
  ****** ******* **********
  ** ******** Crt
  Richmond Hill, ON *** ***
  Description Quantity Package Price Total
  PACKAGE $2,104.00 $2,104.00
  Ranges ********** **********
  1
  Appliance Removal - Does not include the disconnection of Washer, Dryer, Dishwashers, Fridges or Ranges (Gas)
  1
  SHIPPING $89.95 CAD
  Subtotal $2,193.95
  HST $285.21
  Total Tax $285.21
  Delivery Method SHIPPING
  Total $2,479.16
  Total amount of payments made $1,800.00
  
  Knobs become very hot and even burnt my fingers. Have to use an oven mitt when touching knobs. Not safe. The air fryer is useless. Was told to send an email. I was not asking for a refund, just a new stove.
  Response to our request less than a month of purchasing.
  
  Return Request Result
  
  Order ******** Order date: Nov. 13, 2022
  
  Your Sales Representative:
  Jay F.i
  ###-###-####
  j*****@*****************.ca
  
  
  Dear ****** *******,
  
  
  
  Thank you for taking the time in submitting your return request online. Upon review of your request to return/exchange your ********** **********, your request has been declined as we do not accept returns on appliances that have been installed or used.
  
  We apologize for any inconvenience.
  
  For more information on our return policy, please see the link below:
  ****************
  
  
  
  Thank you,
  Wayne
  
  Returns Authorization Department
  Canadian Appliance Source (CAS)
  
  No phone call, not willing to discuss a solution.

  

  Business Response

  Date: 22/12/2022

  Dear ******,

  Thank you for taking the time to share your feedback.

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

  Our records show that you have been contacted by a senior member of our resolutions team and they have explained that a service call has been initiated with the manufacturer on your behalf.

  This is because your appliance is subject to the manufacturer's warranty and they would require that a certified technician inspects your appliance in order to determine next steps.

  If deemed unrepairable, the manufacturer will facilitate an exchange.
  

  We have contacted the service provider on your behalf to advise them of your availability to receive the technician and a note has been made on file for Friday, December 30th.

  You shall be contacted by the assigned technician as soon as possible.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

• Initial Complaint

  Date:20/12/2022

  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.

  Order Number ********
  Customer Service put in information for the stove that we spoke about incorrectly. Drove 3 Hours to only find out that the product was Wrong. Called back and they would not take the stove back the same day or next day. Have to complete a Customer Complaint Return. When I try explaining that this product was for my grandparents that were in their late 80's that they do not have a phone, I would have to drive back 3 hours and again they would not take the product back, so I would need to Drive back again at a later time to take the Stove Back which would make it a Total of 9 Hours. Store level is telling me not to unbox the Unused product customer service is saying to unbox and that there is a 25% restocking fee.
  
  This Stove was so that we can prepare Christmas dinner for 30 People, and there is no guarantee we will have a stove. They are telling us to purchase a New one until this is resolved.
  
  No Manager in Store, No Manager online. Customer Service Transfers, Hangs up and provides different information each time. Left a Message for the After Sales Team Customer Service told me that they may or may not get back to me, it is always best to e-mail, Were I get no positive response, seems like every one that you speak to and e-mails received is all Auto General.
  
  I need to Return the Stove that was purchased. I do not want a replacement or Credit. I no longer want to deal with this company.

  

  Business Response

  Date: 22/12/2022

  Dear ****,

  Thank you fro taking the time to share your feedback.

  We regret to learn of your experience.

  Please understand that, due to a rise in fraudulent returns, the requested pictures are necessary to validate the return of your appliance for a refund.

  When an appliance is no longer factory-sealed, the requested pictures help us ensure that the correct return is being returned/ exchanged.

  However, we can appreciate your concerns and sincerely apologize for any inconvenience caused.

  Our records show that your request to return was eventually approved with no penalty and the appliance has already been removed from your order.

  The refund will be processed back to your credit card on file and you will receive an email when it is done.

  Once processed, please allow 5 to 7 business days for the amount to reflect on your account.

  Kind Regards,

  CAS

• Initial Complaint

  Date:19/12/2022

  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.

  Purchased a Range and Fridge package, paid for extended warranty, and they only applied it to the fridge, when we were explicitly told it would be applied to both appliances.
  Range has since had manufacturer defects and they are not honoring the warranty extension. We want the range replaced as there is defect in the enamel AND the main control board.

  

  Business Response

  Date: 22/12/2022

  Dear Erin deWinter,

  Thank you for sharing your concerns with us.

  We are sorry to learn that you are experiencing issues with your LG range.

  All appliances we sell are equipped with a one-year manufacturer's warranty.

  We can see that your sales representative used our online promotional offer at the time of purchase and offered you a free 1 year extended warranty on your refrigerator, that would have been on April 22nd of 2021.
  

  This is also included in your invoice for reference.

  We apologize for any inconvenience caused due to this.

  Kind regards,

  CAS
  

  Customer Answer

  Date: 22/12/2022

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

  Though the FREE 1 Year extended warranty was provided for the fridge, the invoice reflects that we paid an additional $100 for the extended warranty which I was told would be applied for the Range. 
  I specifically asked for coverage for both appliances and was assured that both were covered.
  
  I have been contacted by this business and they have said they will review it, but I have low confidence they will honor the warranty we paid for.

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

  

  Business Response

  Date: 24/12/2022

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

   

  Thank you for your response.

   

  As advised to you previously, our records show that your sales representative used an online promo to offer you a free 1 year extended warranty on your LG refrigerator.

   

  The price was automatically deducted from your LG range, however it would still show in your invoice.

   

  Furthermore, it is noted in your final Bill of Sale which was signed at the time of delivery, that the extended warranty applied is for your LG refrigerator only. 

   

  We apologize if this has not been communicated with you properly.
  

   

  Kind regards,

   

  CAS

• Initial Complaint

  Date:15/12/2022

  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.

  Our double wall ovens failed and I found a replacement at CAS just in case they could not be repaired. I asked the salesperson if I could place it on hold pending a decision from the repair people. He indicated no but I could purchase it and put the delivery out a week and then cancel if oven repairable. I agreed and purchased the ovens Nov 8 as my insurance if my ovens couldn't be repaired. Mine were repaired and I called to cancel the order November 20. No problem, he cancelled the order and sent me email confirmation of this. Two weeks later I reached out to the salesperson as I had not received the refund that was promised in 5-7 business days. He looked into it and advised that the cancellation was not processed correctly and he would put a ticket in for it right away and I would have my refund in 7-10 days. 13 additional days have passed and I have no refund yet. I called customer care and they indicate that the order is pending my re-selection of another appliance so no refund has been processed. I said this was NOT true nor ever discussed. The customer care associate then told me she had now processed it and I would get my refund in 5-7 business days. I asked for e-mail confirmation of that discussion and she said it would arrive in 30 minutes. I asked to speak with my salesperson and she told me they were on days off. I advised her that is not true as I know the salesman days off via his communication and their website. She then said she would transfer me to him and dropped the call. No email confirmation has arrived at the time of this writing. The amount paid was $6,164.47 and refund remains outstanding.

  

  Business Response

  Date: 17/12/2022

  Dear ****,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience.

  Our records show that you have been contacted by a senior member of our resolutions team to discuss your file.

  They have taken notes of your concerns, to be addressed with our management team, as we are always looking to improve our service.

  As advised, your refund was processed on December 15th, back to the credit card on file.
  

  It normally takes 5 to 7 business days from the day it was processed to reflect on your account.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 17/12/2022

  
  
  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:12/12/2022

  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.

  We purchased a ENTIRE set of kitchen applications (~$30k) from CAS Mar 2022. Our salesperson kept on pushing us to take the items early and we told her no as the house is not ready. Our salesperson booked delivery time without informing us and the delivery truck just drove by our house because delivery **ys cannot deliver due to an unfinished driveway.
  
  Im now slapped with a $145 fee on re-delivery. I think this is unfair since I never approved the delivery to begin with. I would like the re-delivery reverted.

  Order ID: ********

  

  Business Response

  Date: 14/12/2022

  Dear *****,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience.

  We tried to call you today and it unfortunately went to voicemail.

  Please note that this has been addressed with our team and the second delivery fee has been waived.

  Kindly contact our customer care team at * *** *** **** when you are ready to re-book the delivery.

  Kind Regards,

  CAS

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a wall oven at the Kitchener location and before paying for it I asked Farhan U. (Sales Associate) what the return policy is if the unit didn't fit and his response to my wife Debra and I "there is a full money back guarantee if the product is the wrong size". This was the case and I am know being told that because I took the oven out of the box and then put it back in the same packaging and returned the unit I am being charged a 25% restocking fee. I have talked exhausted the conversations with customer service and been back in the store and discussed the issue with Farhan and Canadian Appliance Source is unwilling to do anything further. Very very dissatisfied with this company and their employee that didn't give me all of the details to return the product at point of purchase.

  

  Business Response

  Date: 12/12/2022

  Dear ******* ******,
  
  Thank you for taking the time to leave your feedback. 
  
  We would like to wholeheartedly apologize for the experience you may have had with your purchase and we are sorry to hear that the unit purchase did not meet your needs.
  
  However, we can see that your request was approved for a return with no penalty and the restocking fee has been waived.
  
  The unit was returned and a full refund has been completed. Please allow 5-7 business days for the refund to reflect on your card.
  
  Again, we apologize for the inconvenience 
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 12/12/2022

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

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********* fridge with this company through phone as my fridge gave up amd my food was foing bad.
  I placed an order with Harleen M., their sales rap, ext. ***. Upon ordering, after completion of payment, he advised that I need to set the fridge up and check the fridge after the delivery persons leave as they don't remove or install the unit for defects/damages, and if any damages/defects found, to call him directly and he will replace it with a new one. i also purchased extra 3 year warranty. Same day after delivery persons left, I have taken all films wrapping the fridge off as well as set it up as I was instructed to do by Harleen. I then found some dents and the front doors handles are not aligned. Maybe 30 minutes after i set up the fridge, i took pictures of the damages and defect and called Harleen. After no answer, I have left a voicemail as Harleen instructed me to do. He never called me back. I called the second and third time as nobody called me back even though I was told I can expect a call back. Even in the contract ********, it states that I have 48 hours to file a claim. I finally received instructions on my third representative who advosed to go online and file a claim. I did just that. Received an email dismissing my claim as i have used the fridge. This is insane. I was told to set it up and thats what i did. Did they expect me to leave food to go bad? Why was i told to set up and call if an issue aroses isread of i structions to call after set up? This fridge was near $3000 and i was iffered $200 compensation. This is not acceptable. Its a defect that they didn't bother checking prior to shipping. They have completely removed all responsibilities off of themselves and use the excuse of the fridge is used. They should have trained their people better than to tell customers the wrong informationand then dismiss customers who did what theybwere instructedto do. They should assume responsibility over tbeor sales people's mistake. Ty

  

  Business Response

  Date: 08/12/2022

  Dear *******,

  Thank you for taking the time to share your feedback.

  We regret to learn that your appliance arrived damage.

  Please note that CAS received all appliances factory-sealed from the manufacturer and those would only be unboxed after delivery/ pick up.

  As such, it is impossible for us to know if an appliance is damaged.

  This is why we urge all customers to report any issues within the first 48 hours after delivery/ pick up so that we can ensure these are addressed under the manufacturer's warranty.

  However, our policy, which is made publicly available on our website, states clearly that an appliance cannot be used in order to be eligible for return.

  Moreover, for major appliances, which would be unboxed by our delivery team, customers would have the option to refuse an appliance, should it be damaged, which is why it should be inspected.

  Our records show that we have increased the compensation amount to $300 or offered to initiate a service call with the manufacturer in order to have the damages addressed under your cosmetic warranty.

  Please understand that these would be our final offers.

  If you do not wish to proceed with monetary compensation, we will gladly set up the service on your behalf and,if the damages are deemed unrepairable, the ********* will facilitate a replacement.

  We can appreciate that you do not agree with our policies but are unable to change our decision.

  Kind Regards,

  CAS

  Customer Answer

  Date: 08/12/2022

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

  I can appreciate your policy, however,  that compensation is not reasonable. I would rather have the appliance replaced. There was nonwaynfor me to see the damages prior to setup. I also was told to set it fully and make sure it works properly,  that means using the fridge. I did my dueligence, I would appreciate a replacement, or service call as suggested to find out if un-repairable amd hopefully,  a full replacement. Thanks for your help. 
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 14/12/2022

  Dear *******,

  Thank you for your response.

  We can see that you have been contacted by a senior member of our resolutions department today.

  As discussed, we will initiate a service call on your behalf to have the cosmetic issues with the appliance addressed.

  You will be contacted by email as soon as date has been confirmed for service.

  Kind Regards,

  CAS

  Customer Answer

  Date: 15/12/2022

  
  
  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 should all defects will be corrected after service call or fridge replaced if not repairable as per discussion with your representative today. Service call and or repair/replacement at no extra cost ror me as per phone discussions with Canadian Appliances representative today. Should the damages will nit be rectified as promised, at no cost, I will reserve the right to file another complaint with no prejudice. Thank you for your help. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new dishwasher on November 24th, 2022 from Canadian Appliance Source( CAS), 20 Lebovic Ave in Scarborough ON. It was delivered on Nov. 26th and installed on Nov. 28th. It was immediately clear that the dishwasher wasn’t working properly. On inspection, we found a dent on the interior tub that prevented the washer arm from rotating. This had clearly happened before we received the appliance.
  We were told by CAS that they “could not help”and we had to go through the warranty of the manufacturer because the dishwasher had been installed. The manufacturer (********************) sent a service technician who ultimately said the dishwasher could be repaired with a new tub and it would take at least two weeks (with no guarantees) to obtain the part.
  Only by going to the store and persisting in speaking to the manager (David L. **************) were we given the number for the CAS “resolution team”. This team (Trishna: **************) at CAS has now also refused to do anything regarding the situation.
  Our point is that we bought a new dishwasher which arrived damaged in a way that couldn’t be identified until the dishwasher was installed. Now we are forced to wait for a major repair through no fault of our own. We feel the situation is unreasonable as both the vendor of the dishwasher and the manufacture of the dishwasher refuse to take action appropriate to the situation.
  
  (Please note the purchase was made at the Scarborough location not Etobicoke)

  

  Business Response

  Date: 08/12/2022

  Dear *******,

  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 understand that CAS receives all of the products we sell directly from the manufacturer, in their original packaging. CAS does not sell refurbished appliances.

  As such, it is impossible for us to know if an appliance is damaged or defective.

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

  Functional issues are the responsibility of the manufacturer as they hold the first year manufacturer's warranty.

  The manufacturer's first port of call would be to service your appliance. However, after many attempts at service with the underlying issue still persisting, the manufacturer may decide to replace the unit.

  As we are an authorized retailer, we will only take back defective products if approved by the manufacturer.

  While we do not hold the warranty to your appliance, we would be more than happy to reach out to ********* on your behalf in order to follow up on your file and find out more information about the repair.

  We will be reverting back once we have an update.

  Kind Regards,

  CAS

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  If I accept that my only option is to have my dishwasher repaired then the dishwasher IS NOT the new appliance that I purchased. It is a refurbished machine and I therefore should not be paying full price.

  I see on your website that there is a  ********** dishwasher on sale, regularly priced $1494.99 but for sale $915.00 “ out of box”.

  It would be reasonable, then, for us to receive a similar discount on our dishwasher   Before this matter is closed.

   

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

  

  Business Response

  Date: 14/12/2022

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

  Thank you for your response. 

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

  CAS does not sell refurbished appliances. 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 Wednesday, December 14th of 2022 to discuss your concerns.

  We are happy to learn that a certified technician visited and replaced the defective tub for your dishwasher.

  The appliance is currently working as per the manufacturer's standards.
  

  We can see that we offered you a monetary compensation of $200.00 CAD or 15% off the cost of your ********** Dishwasher as a gesture of goodwill.

  We apologize for the inconvenience caused due to this.

  Do not hesitate to reach back to us should you have any other questions or concerns.
  

  Kind regards,

  CAS
  

  Customer Answer

  Date: 15/12/2022

  
  
  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 although not the outcome I wanted. 
  
  
  I want to add that the process to get any attention to this matter from CAS was unnecessarily complicated and should be revised. 
  
  
  Sincerely,
  
  
  
  ******* ***