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:05/12/2022

  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.

  I purchased a ****** dryer from their location in eastern Toronto on Nov. 23, 2022. It arrived on Nov 24, 2022. I paid the delivery people a $50 tip.
  When I plugged it in, it didn't power up. I checked the outlet with a meter and it worked perfectly (as it also did for the previous dryer). Therefore, the dryer was faulty and Canadian Appliance Center refused to replace it. It insisted on having someone from ****** to repair it. It actually scheduled a service call without my confirmation that I was available. However, I purchased a new one that is expected to function, not one that needs to be repaired or will be refurbished. I wanted either a replacement or a complete refund.
  I have went back to the Canadian Appliance Source store location and have sent numerous emails and phone calls to get a refund on this inoperable appliance. However, both the store sales people and people responding with emails refuse to give me a refund.
  I even contacted *********/****** ****** and they said that since it was never operable, it is the Canadian Appliance Sorce's responsibility to replace it.
  Canadian Appliance Center used bully tactics to force me to keep an inoperable clothes dryer. It refuses to take responsibility of selling me an inoperable unit for approximately $1,500. * **** * ***** **** **** ** **** ********* ******* **** ***** ** **** ******

  

  Business Response

  Date: 05/12/2022

  Dear **** ****** 
  

  
  Thank you for taking the time to leave your feedback. 
  
  We would like to sincerely apologize for the experience with your unit.
  
  We understand your frustration regarding the defective unit and would like to apologize for the inconvenience in advance. 
  
  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. 
  
  We can see that our after-sales team has been in contact with you and was able to schedule a service request on your behalf with ******/*********. 
  
  Please allow the manufacturing technician to inspect the unit, if deemed irreparable, ***** will authorize a replacement directly with you.
  
  Thank you kindly, 
  
  CAS 
  

  
  

  Customer Answer

  Date: 06/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Yes, I fully
  understand now.  Your company does not take any responsibility for selling
  a customer a faulty product.  However, you directly sell the product to
  the customer and even though you benefit financially with the sale, if the
  product is faulty, you blame the manufacturer and put the responsibility on the
  customer to resolve this with the manufacturer.
  
  I had to take
  matters in my own hands and arranged for the manufacturer to repair the faulty
  dryer.  Even though it is now functional, I am not satisfied and I am
  disappointed that I paid for a new dryer that was faulty and needed to be
  repaired.  In addition, your company, the seller, didn’t take any
  responsibility.
  
  **** ** **** *** ************ ******** ******** * **** ***** ******** ******** **** **** ******* ***** *** * **** **** *** **** ** ** ******** ****** *** ********** * **** ****** **** ** ********* **** **** ***** *** ***** **** ** **** **** **** ************** *** **** ******* ****** **** ******* *** ******.
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 08/12/2022

  Dear **** ******

  Thank you for your response.

  We are happy to learn that your ****** dryer is working as per the manufacturer's standards.

  While we understand your frustration towards Canadian Appliance Source's Return Policy and our After-Sales process, please know that this is certainly not the experience that we wish our customers have.

  We sincerely apologize for the inconvenience caused due to this.

  Each manufacturer has advised its retailers (CAS) on how to proceed with an appliance is faulty/defective.

  As such a service call was initiated on your behalf with a ****** certified technician to inspect and fix the issues with the appliance.

  Do not hesitate to reach back to us if you have any further questions or concerns.

  Thank you,

  CAS

  
  

  Customer Answer

  Date: 14/12/2022

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

  A faulty dryer was sent to me and I was not given a replacement or a refund.  I had to take matters into my own hands to have it repaired - after it was sitting for 11 days.  Repaired or not, I expected to purchase a brand new working dryer that did not need to be repaired.  Canadian Appliance Service, the seller, took no responsibility and this is not acceptable.

  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 16/12/2022

  Dear **** ******

  Thank you for your response.
  

  Product defects are subject to manufacturer warranties, as we are an authorized retailer.

  We will only take back defective products if authorized by the Manufacturer. 

  Please note that CAS has ensured that ****** honors the warranty of your appliance.

  We initiated a service on your behalf with *********/****** on November 29th of 2022. An email was sent to you with the service details.

  Our After-Sales Team connected with you daily with manufacturer updates.

  Please understand that we have done all that we could to ensure your appliance was delivered to you as quickly as possible. 

  Kind regards,

  CAS

  Customer Answer

  Date: 19/12/2022

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

  You do not take responsibility for the items you sell and generate a profit.  Once you deliver a product, you put the onus on the buyer to resolve any issues even if the product is damaged or inoperative (as in my case) before the item is delivered.  This is not acceptable.

  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/12/2022

  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.

  Purchased a range hood in December 2021 which come with one year warranty, due to house renovation issues, we opened the range hood box for installation this November, and found there is a big damage on the body, as the box been store very well and has no any damage, we are certain that damage was occurred before purchased.
  I went to the shop twice, and submitted a return/ exchange application online, but didn’t get any response, I also click the chat icon on the website, there is a guy responds quickly, but after I asked how to check my return/ exchange application status, I been blocked right the way.
  I called the service number, been told that my application has been rejected, because the item was purchased 11 months, I said I understood it, but it come with an one year warranty, if you can not do refund, I believe you can do exchange or at least fix it. I received an email after a couple days, the application been declined, due to I didn’t report the issue in 48 hours after purchase.
  I didn’t know that Sale of Goods act only good for 48 hours, I also didn’t know that one year warranty meant all issues needed to be reported within 48 hours after purchase.

  

  Business Response

  Date: 02/12/2022

  Dear ******* ***, 
  
  Thank you for your feedback.
  
  We are sincerely sorry for the issue you are having with our unit. 
  
  However, we can see that you requested to return your ******* ************ 30 Inch Range Hoods open box unit that was pickup on December 20th, 2021. 
  
  Your request was regarding a cosmetic issue with the unit, the request was not approved by our after-sales team due to the issue being reported almost a year after receipt. 
  
  Please know despite the cosmetic issue being reported almost a year later, open box units are final sale and customers are made aware of that upon purchase. 
  
  The manufacturer warranty is subjected to functionality issues within one year and no cosmetic issues are reported after 48 hours.
  
  The manufacturer's warranty is outline in the product manual for customers to review 
  
  Thank you kindly, 
  
  CAS 
  
  

• Initial Complaint

  Date:30/11/2022

  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.

  Fridge arrived defective ON ARRIVAL. Unable to reverse the fridge door due to holes that are not threaded. Requesting a full refund or fixing this issue.
  
  I have reached out to both the store which sold it multiple times, as well as the manufacturer with no help.

  

  Business Response

  Date: 30/11/2022

  Hello ******* *************,
  
  Thank you for taking to leave a review. 
  
  We would like to sincerely apologize for the experience you are having with your purchase. 
  
  We understand your concern regarding your ******* refrigerator.
  
  However, please note that CAS is a retailer and not an appliance manufacturer.
  
  We have further escalated the matter with the manufacturer on your behalf.
  
  Our after-sales team has been in contact with you regarding the issue you are having. 
  
  Please reply to the communicational thread with the required photos and technician report.
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 01/12/2022

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

  This is not a warranty issue since the product was defect ON ARRIVAL. If this issue came after several months of delivery, I would accept this as a warranty issue. I have already been in contact with CAS for several months. The manufacturer has declined to accept responsibility.

  Please either fix the issue with the fridge or provide full refund. CAS can simply send a technician to fix this issue.

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

  

  Business Response

  Date: 02/12/2022

  Dear ******* *************, 
  
  Thank you for your feedback.
  
  We are sincerely sorry for the issue you are having with our unit. 
  
  As advised by our after-sales team all functionality issues are subjected to the manufacturer's warranty. We have already escalated the need directly with *******. 
  
  Please allow us 48 hours to get back o your with the manufacturer response
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 12/12/2022

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

  It has been more than a week and more than 4 months that I have been trying to resolve this issue. 

  Fridge arrived defective ON ARRIVAL. Hence it is responsibility of the merchant, not the manufacturer to fix this issue.

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

  

  Business Response

  Date: 20/12/2022

  Dear *******,

  Thank you for your response.

  We can only imagine how frustrating this situation has been.

  Please be advised that we have escalated your file with the executive team at ******* in order to resolve this as soon as possible.

  You shall be contacted by a senior member of our resolutions team this week.

  Kind Regards,

  CAS

  Customer Answer

  Date: 22/12/2022

  
  
  Better Business Bureau:
  

  They sent someone to reverse the fridge door. Issue is now resolved.

  
  
  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:29/11/2022

  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.

  My husband and I were searching for new appliances and found a gas range and fridge we liked from CAS. We made payment in full on Thursday, November 24th with the understanding that delivery would be on Monday. November 28th. They confirmed with us twice via telephone and email. We took the day off and arranged for the gas fitter for Monday.
  Two hours before they were to arrive they apparently had an issue. ** ******* ** * ***** ** ***** *** ***** *** *** ******** *** all they could offer us is the delivery fee of $115.00 and a delivery date of December 2nd 2022- 5 days after they promised.
  
  Their excuse had to do with a third party company that they use to verify payments. The payment was approved already but they could not honour their delivery promise.
  Apparently they deliver to our area during the week but they could only offer us Friday. So now we are stuck with paying the gas fitter for the stove and without earning potential for an entire week because they can’t follow through on promises. We need to outfit an entire house with appliances as well as a business and unfortunately we will not be using CAS or recommending their services. ***** ** ******* ***** **** **** * ******** **** *** ****** ***** ********** *** **** ***** ********* ** ***** **** ***** ****** *** ** ***** ******* ******* ** ** ** **** ***** ***** ** *** 

  

  Business Response

  Date: 29/11/2022

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

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

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

  Our records show that your delivery was canceled due to failure with your payment on your order as detected by our payment procedure ***.

  We apologize for the inconvenience caused due to this.

  We can see that your delivery is currently rescheduled for Friday, December 02nd of 2022.

  Please note, the delivery days around your area are on Mondays, Wednesdays and Fridays.
  
  In addition to this, we can see that our Customer Care Manager reached out to you and offered to reimburse your shipping fee of $115.21 CAD as a gesture of goodwill.

  Kind regards,

  CAS
  

• Initial Complaint

  Date:23/11/2022

  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.

  Hello,
  I purchased a kitchen appliance packa** consisting of 3 appliances and received them on November 19, 2022. I plugged in the frid** that same night and this loud noise started coming from it and went on all night, disrupting our sleep. The next day (Sunday), I reached out to my salesperson from CAS and told her about the issue and she said she will reach out to the tech team to set up an appointment to send someone to my home. I received an email from CAS confirming that they reached the tech team. I personally called the tech team to get a status update and they told me I had to reach out directly to ** so I called them and they told me I had to call ***** ****** ******* to get the information so I CALLED THEM AS WELL and they told me that they do not have a ticket opened for me and had no clue what I was talking about. I basically had to call 3 different places and still have no answer. This is unacceptable! I bought the extended warranty and still no service after sale. All I want is for someone to come to my home and take the fridgeand replace it with another model if possible. Anything to get rid of the one that was delivered to me. Please please please help.

  

  Business Response

  Date: 23/11/2022

  Hello ********* *****, 
  
  We thank you for taking the time to share your feedback with us.
  
  We are sorry to hear about the issue you are having with your ** ********** Refrigerator. 
  
  We can see that you have been in communication with our after-sales team regarding having the issue with your appliance resolved.
  
  Please know as all functionality issues are subject to the manufacturer's warranty, a service request was initiated with ** to have the unit inspected. 
  
  As advised to you, the ** technician should be contacting you within 24 to 48 hours to schedule a service date.
  
  If the unit is deemed irreparable by the technician, ** will authorize a replacement directly for you. 
  
  Thank you kindly, 
  
  CAS 

• Initial Complaint

  Date:22/11/2022

  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.

  I purchased a fridge that was open box. The employee said the only thing wrong with it is that it is missing the handle. It has no dents or Amy cosmetic issues. I bought it the same day and went and purchased the handle seperate. Today it was delivered and dropped off to our house. The delivery guy took a picture and left. I didn’t see any damage. Once he left I looked more closely and noticed it had a dent in the corner of the door. I tried calling the store right away. This was just minutes after the delivery guy left but he pulled out before I got into our driveway. I also emailed the sales person within 15 mins of the delivery.

  

  Business Response

  Date: 22/11/2022

  Hello ***** ****, 
  
  We thank you for taking the time to share your feedback with us.
  
  However, please know that your unit was not purchased as a new unit but as an open-box unit at our store level. Customers are allowed to inspect all units before purchasing as an open box. 
  
  To mention, the customer can also inspect the unit at the time of delivery for any cosmetic issues before accepting.
  
  We can see that this unit was requested to be return, our after-sales team are in communication with you to have the issue resolved 
  
  Thank you kindly, 
  
  CAS 

• Initial Complaint

  Date:21/11/2022

  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 was having a major renovation done to my home which was to begin in September of 2022. Since there were lengthy delays in appliance deliveries, my contractor told me to order the appliances in plenty of time. I ordered 6 appliances on April 5, 2022. The order number is ******** and amounted to $15287.00. I explained to the salesperson I would not need them until about the end October. Since the items were constantly showing deferred delivery dates, I agreed to take the appliances early so that the order would not get bumped again and I would have them when the contractor was ready to install. I explained to the sales associate that I am a senior and unboxing items such as refrigerators and combination ovens is not easily done. Secondly, since they were to be stored in my garage until installation, they would be safer in boxes. I inspected all the cartons when they arrived on September 5, 2022 and no damage to the boxes was visible. I signed a bill of lading and I believe I qualified my acceptance. I have asked for a copy of that document but it has not been given to me. The contractor opened the combination oven on November 16th, 2022. The combination oven came in a master carton. There was no damage on the master carton but when opened, the microwave carton appeared to have been hit by a forklift. The door on the microwave was badly dented. I submitted a return form with a picture of the microwave in the damaged unopened carton. Customer Care asked for more pictures of the damage which I also submitted. Their response was that their policy is that any claim must be submitted within 48 hours. I have submitted my explanations to both the Customer Care dept. and the salesperson a number of times and with no movement on their part. The damage requires that a new door be installed on the oven at a cost of $750.00 for parts and labour.

  

  Business Response

  Date: 22/11/2022

  Dear Alan,

  Thank you for taking the time to share your feedback.

  We regret to learn that your appliance arrived damaged.

  Please understand that CAS receives all appliances factory-sealed from the manufacturer and those would only be opened after delivery or pick up.

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

  This is why we urge we urge customers to report any physical damage within 48 hours so that we can ensure they are addressed under the cosmetic warranty.

  Our records show that you have been contacted by a senior member of our resolutions team who has offered monetary compensation for the damages.

  This resolution was accepted and the credit added to your order.

  Your refund was processed back to your credit card on file.

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

  Kind Regards,

  CAS

  Customer Answer

  Date: 22/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I did not receive full compensation I accepted the resolution off|ed to me.
  
  
  
  Sincerely,
  
  
  
  Alan L.

• Initial Complaint

  Date:18/11/2022

  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.

  Order #*******. This fridge was purchased in August with a expected 3-4 month delivery. Within 2 weeks I started getting calls about this delivery but the fridge was not yet in stock. Then I started getting emails. I was clear that an ASAP delivery was clearly on the bill. The fridge finally arrived in stock and a delivery date was confirmed - specifically between 9am - 3pm. I have now had over 7 changes to the date and time. The latest went from 8:30am - 11:00 to 11:00 - 4:00 now 5:00pm - 9:00. It CANNOT be delivered after 3:30. This has been expressed over and over again. I am beyond frustrated.

  

  Business Response

  Date: 21/11/2022

  Dear ******,

  Thank you for taking the time to share your feedback.

  We regret to learn about your delivery experience.

  Our records show that you have been contacted by a senior member of our resolutions department and that your file has been escalated with our home delivery department.

  You will be contacted as soon as we have an update.

  Kind Regards,

  CAS

  Customer Answer

  Date: 24/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because delivery has been scheduled another 4 times since the first complaint.  It was to be delivered this Friday and has been changed to next Friday.  This is ridiculous!
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 29/11/2022

  Dear ******,

  Thank you for your response.

  We do sincerely apologize for the fact that this has not yet been resolved.

  Please understand that the delivery schedule is made by the carrier and we have sent a request in order to accommodate your required time window.

  We can see that your delivery has been scheduled for November 30th, between 11AM and 3PM. (keeping in mind that the delivery hours for your condo are from 9AM to 3PM)

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 01/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  it clearly states on my invoice that the old fridge was to be removed.  This was shown to the delivery people and they refused to remove the old fridge.  I now have the new fridge sitting in my foyer.  After at least 12 delivery changes this is simply the icing on the cake.  I have never experienced anything so unprofessional.  I will now need to hire someone to come in, remove and dispose of the old fridge and place the new fridge.  I fully expect to be compensated for these charges.  Please reposed to me asap.
  

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

  

  Business Response

  Date: 02/12/2022

  Dear ******,

  Thank you for your response.

  Our records show that the delivery team were unable to remove the old fridge as it was not disconnected- it was still plugged into the wall and the waterline.

  Kindly note that, due to liability reasons, it would not be our team's responsibility to disconnect your appliance.

  This would need to be done prior to their arrival so that they can take away the appliance.

  We can see that a credit has already been added to refund you for this service, which was not completed.

  As advised, you will need to provide your credit card details to our customer care team at * *** *** **** in order for your refund to be processed.

  Also note that CAS will not be responsible for any costs incurred for the removal of this fridge.

  Kind Regards,

  CAS

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there was someone standing in the kitchen waiting to disconnect the water but the fridge needed to pulled out from the wall and the delivery people refused to move it.  This has been an absolute nightmare.  The $40 credit hardly covers the costs I will incur to have the fridge removed.  The date I was given for them to come back was a week from now with the old new fridge sitting in my foyer.  No guarantee of time and, based on the number of times the date and times were changed for the delivery, I was not willing to inconvenience people again and again.  I can never get a hold of someone who can make a decision or help with any of these problems.  Another level of frustration.

   

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

  

  Business Response

  Date: 07/12/2022

  Dear ******,

  Thank you for your response.

  As advised, please note that it would not be our delivery team's responsibility to assist with disconnection.

  The appliance has to be completely disconnected before the team's arrival.

  We can appreciate that you do not agree with our policies, but please understand that our team will not risk damaging your appliance or property by getting involved with the disconnect.

  We sincerely apologize for the inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 08/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was assured by sales person that the old fridge would be moved out and then my person would do the disconnect.  It is a huge built in fridge.  Since the fridge was being disposed of, using potential damage as a reason not to assist in pulling out is ridiculous.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 14/12/2022

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

  Thank you for your response.

  We understand your concerns, however kindly understand that it is part of our delivery company's White Glove service to keep your appliance safe and damage-free when delivering inside your home.

  This includes keeping your property free from possible damage also. It is our team's responsibility to make certain judgements if they think an appliance will (not fit/unsafe to delivery etc).
  

  Our records show that a Resolutions Case Manager reached out to you on December 14th of 2022 to further discuss your concerns.

  We have confirmed that the old appliance will be accessible/unplugged to the delivery team on the date of pickup. 
  

  We also reached out to your tenant as per your request to advise of the arrangement.
  

  We can see that a service is scheduled with our delivery company to move the Jenn-Air refrigerator inside the condo for Friday, December 16th of 2022.

  Kind regards,

  CAS

   

  Customer Answer

  Date: 15/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my question is, how can you think you can damage an appliance that is “supposedly” going to the dump.  Maybe your company resells these fridges.  This whole matter has been a handling poorly.  No one, of any authority, has reached out to me.  I get 3 calls a day with different information.  My sales person is at a loss too. Do you think a $14,000+ fridge just magically arrives and fits?  The 12 changes in delivery dates, the refusal of the delivery people to pull the fridge out, and to drop the huge fridge in my foyer is, STILL unacceptable.  Don’t continue to insult me with your “excuses”.  This has been a total mess - inconveniently lots of people. Your sales person had a picture of the fridge coming out.  This should not have been a surprise.  

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

  

  Business Response

  Date: 23/12/2022

  Hello ******,

  Thank you for your response.

  We are truly sorry for your experience.

  It was an unfortunate instance and we strive to do better.

  Thank you for taking the time to speak with our team today.

  As discussed please reach out to us once you have completed the renovations to your home and we will schedule a pick up of your old refrigerator.

  Once again we apologize for the inconvenience caused to you.

  Kind regards,

  CAS

• Initial Complaint

  Date:15/11/2022

  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.

  We purchased both a ** **** dishwasher and Range in good faith which were delivered on October 21, 2022 from Canadian Appliance Source. The dishwasher was delivered in used condition with loose screws in the tub and not new like we paid or expected. This was confirmed by the warranty technician that the company sent to our house. The keypad on the oven doesn't work for most of the numbers so cannot set either top or bottom oven. We reported these problems, first to the salesman Lovepreet at CAS on October 22, 2022 and then followed the return policy form on their website a few days later. Rather than picking up their defective appliances, they immediately sent us to the manufacturer. Per CAS Return Policy, all products which are sealed can be returned at no cost within 7 days.
  • All factory-sealed products can be returned at no penalty within 7 days of receipt.
  
  Their delivery service unboxed these items for us so obviously they are not factory sealed. The dishwasher is so filthy with loose parts in the tub, it's not been installed. We had a similar appliance issue with **** ***** last summer when we purchased a new washer and dryer. However, when the dryer was found to have a problem with the steam, **** *****, without hesitation, replaced the dryer within a week and provided compensation. The reason that we didn't purchase our ran** and dishwasher with **** ***** is because we had purchased the matching refrigerator from CAS back in January 2022 and at that time, we had provided a deposit for the range and dishwasher. They were on back order and were only available in October. We really want these appliances but are getting the run around by both ** and CAS. ** has already confirmed that they will not replace them. When the new appliances were delivered, our old working appliances were taken away so we have been without a working dishwasher and oven for three weeks now.

  

  Business Response

  Date: 16/11/2022

  Hello ****** ****,
  
  Thank you for taking the time to leave feedback.
  
  We understand your concerns and we would like to sincerely apologize for the experience you are having.
  
  Kindly note that CAS does not sell refurbished or used appliances.
  
  A leak test is performed on all dishwashers at the manufacturer's factory before they are shipped to our warehouse.
  
  If your new dishwasher has some water inside the tub or if there is water dripping from the drain hose, this is normal.
  
  Furthermore, kindly know that the servicer is sent by the manufacturer who will inspect the appliance and send their report to the manufacturer for review.
  
  If deemed irreparable, they will authorize and issue a brand-new replacement for you.
  
  Please know that your case has been assigned to one of **'s mana**rs and they will reach out to you to discuss your concerns.
  
  Thank you kindly,
  
  CAS 

  Customer Answer

  Date: 16/11/2022

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

  1 - They only mention something about water testing in the dishwasher and not the loose parts in the tub, worn seal, or the muddy water that must have been used for testing. As a result, the dishwasher has not even been installed as it might be a safety risk. The warranty technician confirmed that it was a used appliance due to the wear of the seal.

  2 - They do not mention the issue with the range at all. The oven keypad is defective so there is no way to set the temperatures to cook or time on the clock.

  3 - We paid CAS for these appliances so expected delivery of new working appliances and some accountability. This company could have replaced these appliances for us the same week in the name of good customer service. As mentioned in original complaint, **** ***** had no issues replacing a defective dryer for us last summer.

  4- Compensation would also be a nice gesture since we have not been able to cook our meals for almost a month now.

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

  "Without Prejudice"

  

  Business Response

  Date: 18/11/2022

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

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

  We sincerely apologize for the inconvenience caused by this.

  Please note 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, 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 first-year manufacturer's warranty. 

  Furthermore please note that CAS does not offer compensation for functional issues.
  

  Our records show that upon further escalating this matter with the manufacturer, your case has been brought up to their management for review.

  One of the manufacturer's managers will be reaching out to you to discuss your concerns.

  Please understand that we have done all that we could as a retailer to ensure a replacement unit was delivered to you as quickly as possible. 

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 26/11/2022

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

  These appliances were reported within the 7 day grace period for a full refund. Your policy is flawed as there's no way to know there is an issue until they are unboxed by the delivery drivers. We expected better Customer Service from CAS since we made a sizeable purchase with either a full refund or replacement within a week. This has dragged on for over a month. We will not purchase from your company again and will certainly not recommend to others as this has been a nightmare. Our story is a great example of why customer's are better off purchasing from Big Box stores like **** ***** or ****** so that refunds or replacements are immediate. CAS can learn a few things about supporting their customers as this does not encourage repeat business.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Without Prejudice

  

  Business Response

  Date: 30/11/2022

  Hello ****** ****,
  
  Thank you for taking to leave a review. 
  
  We would like to sincerely apologize for the experience you are having with your purchase. 
  
  However, as all functionality issues are subject to the manufacturer's warranty, your issue has bene escalated with ** directly for further assistance.  
  
  We have bene notified by ** that a manager is in direct communication with you in regard to the issue with your appliance. 
  
  Please know that despite the retailer, all functionality issues are addressed by the manufacture, who holds the warranty fo the appliance within its first year.
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 08/12/2022

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

  Even though the manufacturer is now assisting us. We still have been without a range and dishwasher since October 22, 2022. CAS could have easily done a full replacement since the issue was reported within the week. If for no other reason to provide good customer service. It's been a very disappointing experience to say the least *** ******* ** *** ** ***** **** ********* *** ** ****** ** ********
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 08/12/2022

  Dear ****** ****,
  
  Thank you for taking the time to leave your feedback. 
  
  We understand that you may not agree with the procedure of going through with the manufacturer's service. Please know that the affected goods are subjected only to the manufacturer's warranty, thus they are the ones that authorize replacement units. 
  
  We have been advised by ** that, you are in direct communication with their team regarding the replacing of your ** **** ************ Range and your ** **** *********** Dishwasher.
  
  Again, we apologize for the inconvenience 
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 20/12/2022

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

  This company does not realize at what extent their policy and lack of action has done by not immediately replacing the defective appliances within 7 days. They hide behind a very flawed policy. Last week we received a new working oven but still waiting for our dishwasher. It appears that we will be without a dishwasher when it's needed the most for Christmas. This has been going on since October 22 and would have expected some sort of compensation at the very least. It does not appear that CAS cares about their customers or customer service in general. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Without Prejudice

  

  Business Response

  Date: 23/12/2022

  Dear ****** ****,
  
  Thank you for your response.
  
  We understand your rebuttal, however, we can see that the procedures have been carefully explained to you on more than one occasion regarding addressing the issue with your units.
  
  As mentioned before, the unit is authorized for a replacement directly with ** as it is subject to the manufacturer's warranty.
  
  We have been notified by a manager, that you have already been contacted regarding your replacement items.
  
  The ** **** ************ 30 Inch Electric Range has already been replaced. ** **** *********** 24 Inch Dishwasher has been approved for a replacement by ** but they have advised you that it will be shipped to you shortly
  
  Again, we apologize for the inconvenience 
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 24/12/2022

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

  Here it is Christmas Eve and still no dishwasher after two months. This is the worst time of the year to be without a dishwasher with holiday celebrations. At this point, we really appreciate the customer service received through ** so far and would purchase appliances from them again in the future through a different RETAILER. Our issue is about how poorly CAS handled our replacement and lack of support. We were basically hung out to dry on our own with defective appliances that we reported within the 7 day period. I am not sure where these appliances came from but the dishwasher appeared used even though you state that the appliance was new. Other retailers that we have dealt with have always owned a percentage of the responsibility but you really hide behind a lame policy of return within 7 days ONLY if unpackaged. There's no way to view a purchase which is still packaged when your delivery crew unpackage before they bring it in the house anyways. This is a very clever and misleading refund policy which consumers should be made to fully understand in advance. Technically, the delivery personnel could ding your new appliance after unpackaging in the driveway and the consumer has no recourse. All consumers expect the retailer who they paid a sizeable amount of money in good faith to take some sort of responsibility for their purchase. Your company takes the money, delivers appliances in any condition and walks away under the "Warranty Clause". I totally understand if a defect were to occur after the product was used within the first year but not when they are delivered in this state. ** ***** * *** ** * *** ** ***** *** ***** ********* We had a similar experience this year with a defective dryer that was delivered from **** *****. In that instance, they were more than happy to replace it for us right away. They legitimately seemed to care about our inconvenience and maintaining good relations moving forward even though they also have the one year manufacturer warranty. In comparison, our experience with CAS has been a total nightmare. CAS does not appear to care about the depth of inconvenience we have endured. Insincere apologies fall flat and do not assist us in any way. Purchasing new appliances should always be a happy and exciting experience.

  Happy Holidays!

  Sincerely,
  

  
  
  
  ****** ****

  Without Prejudice

  

  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 regarding the replacement of your unit, however as discussed with you previously, ** (manufacturer) holds the sole responsibility for the warranty which includes all functional issues.
  
  After escalating the issue on your behalf with **, they notified us that you were contacted regarding the approval o replace both your range and dishwasher.
  
  The last update that was provided to us stated that you have already received your range from ** and the dishwasher was delayed due to the backorder shortage.
  
  We are now further inquiring with ** about your replacement dishwasher. Once provided you will be contacted within 48 hours.
  
  
  Please accept our apologies for any inconvenience 
  
  Thank you kindly, 
  
  CAS 
  C.A

  Customer Answer

  Date: 14/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We are still without a dishwasher and it's been almost 3 months. We feel CAS should provide some sort of compensation for our inconvenience and in the name of customer service.

  Sincerely,
  

  
  
  
  ****** ****

  

  Business Response

  Date: 17/01/2023

  Hello ****** ****, 
  
  Thank you for responding to us.
  
  It is unfortunate to hear that you haven't received your replacement dishwasher from ** yet.
  
  Your replacement was approved by ** for replacement under their warranty exchanges for defective units.
  
  For this item, we are unable to offer compensation as the unit is subjected directly under the manufacturer warranty for the replacement and not the retailer, in this instance CAS.
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 23/01/2023

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

  Yes ** has been helping us with our replacements now but still haven't received the dishwasher. CAS should be offering compensation due to all our troubles and not hiding behind a manufacturers warranty. CAS forgets that we purchased these major appliances through them and have been offered little support. They were delivered in nonworking  condition so should have been replaced within 7 days as per the refund policy. Extremely poor customer service! We had to eat out for over two months due to a faulty range delivered by CAS and still have not received our replacement dishwasher for the used one received. It's been a very disappointing experience.

   

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

  Without Prejudice

  

  Business Response

  Date: 24/01/2023

  Hello ****** ****, 
  
  Thank you for taking the time to leave feedback.
  
  We do understand your claim and again we do apologize for the inconvenience this may have caused.
  
  However, as a retailer, we have already done our best with assisting you with the manufacturer warranty.
  
  Regarding the unrepairable issue with the units, ** has agreed to replace the units as part of the manufacturer warranty which is covered directly by ** and not CAS/retailer. 
  
  Unfortunately, we are unable to offer any monetary compensation.
  
  We would like to apologize for any inconvenience 
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 31/01/2023

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

  I feel like there should be compensation for three months of inconvenience as well as having to eat out so often without a working range.  I can provide receipts.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:15/11/2022

  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.

  Nov. 2 2022, I bought a brand new stove, from Canadian Appliance Source. I asked about the refund policy, if the produce was damaged, when i got it, they said i could refuse, and return it, I had 48 hours to do so. The first stove had a mark on the front so i refused it. They brought me a second one, and the stove top was full of dust. After I cleaned it I found it was also damaged. I took, pictures and did what they wanted me to do, within less then 24 hours. I told them I wanted a new one, but they told me I had to get that one repaired. I told them I did not want them to repair, a brand new store, I want a new stove that is not damaged, what I payed for. I payed 1,299.48 for the stove, and never used it. Is there any way I can get a refund, now. This company does not stand behind what they say. The product number is T2300312

  

  Business Response

  Date: 15/11/2022

  Dear *******,

  Thank you for taking the time to share your feedback.

  We regret to learn that your appliance arrived damaged.

  Please understand that CAS receives all products factory-sealed from the manufacturer and those would only be unboxed after delivery/ pick up.

  As such, we have now way of knowing if an appliance is damaged or defective.

  This is why, if reported on time, our first port of call would be repair under warranty as your appliance is subject to the manufacturer's warranty.

  However, we can see that you have been contacted by a senior member of our resolutions team and that your request to return the appliance has been approved for a refund.

  Your pick up has been booked for Thursday, November 17th.

  After the appliance has been picked up, we shall be able to process your refund back to the credit card on file.

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

  Kind Regards,

  CAS