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

  5 - 65 Dufflaw Rd North York, ON M6A 2W4

  
• 

  Canadian Appliance Source

  G12 & G13 - 4336 King St E Kitchener, ON N2P 3W6

  
• 

  Canadian Appliance Source

  G007 - 3487 Wyecroft Rd Oakville, ON L6L 0B6

  
• 

  Canadian Appliance Source

  110 - 30 Great Lakes Dr Brampton, ON L6R 2K7

  

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:14/11/2022

  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.

  November 4, 2022 I ordered a refrigerator Order #******* fully paid. Delivery was as agreed on November 9, 2022. CAS's delivery people arrived and installed the appliance and told me to wait one hour before plugging it in. They had removed the packaging and all the doors of the appliance prior to entering my home and did not ask me whether i wanted it unpacked or if I approved removing all the doors. They left with my old refrigerator. One hour later I plugged the refrigerator to a power outlet and it functioned for ~20 minutes. During that time an alarm sounded every 30 seconds. I read the manual to identify the source of the alarm which explained that it could sound if the doors were not installed properly. Before I could finish reading the fridge died completely. I unplugged the fridge and replugged it but it wouldn't function. I checked the fuse box and it was fine. I tried plugging the fridge to another outlet but it still wouldn't function. I called CAS who directed me to complete a return/exchange form on their website and someone would respond within 1-2 business days. I called the manufacturer who opened a case for me and explained I needed to deal with CAS since they did not install it properly. CAS replied to my case form within 24 hrs and asked what was wrong with the fridge, this was information already provided in the case form, i replied that the fridge was not functioning at all. I called customer service to add information on my form but they said I needed to wait for the return department's email response and only then I could respond. I called customer service but they explained i needed to wait for the return department's email. I sent another email with the manufacturer's case number asking for an urgent exchange. The next day they asked how it was going with the manufacturer. CAS did not take responsibility for delivery, did not offer any assistance, no repair, no exchange and no refund. All of my food spoiled and I still don't have a fridge.

  

  Business Response

  Date: 15/11/2022

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

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

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

  Our records show that your ** refrigerator was delivered on November 09th of 2022.

  Please be advised that if the issues you are experiencing are due to the door removal for your refrigerator, we would send a delivery team back to inspect and fix the issue with the placement of the doors.

  However, if this is an appliance issue, a manufacturer's service call is required at this point in time to diagnose and fix the issues with the appliance.

  We can see that a Resolutions Case Manager reached out to you on November 15th of 2022 to further discuss your concerns.

  Any further assistance can be discussed with the Resolutions Case Manager themselves. 

  Thank you kindly,

  CAS

  Customer Answer

  Date: 16/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  CAS’ delivery team did not re-install the doors properly however as a result the alarm sounded until the appliance failed. Also the doors are dented and scratched. Resending the delivery team will not fix the appliance malfunction that followed. I want to return the appliance and get a full refund. I also want to be compensated for food spoilage that also resulted. 
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 18/11/2022

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

  Thank you for your response.

  We are sincerely sorry for the inconvenience caused due to this.

  Our records show that we reached out to the manufacturer on your behalf to expedite the service request.
  

  We can see that your Resolutions Case Manager reached out to you on November 18th of 2022 and confirmed that the refrigerator has been fixed and is now functional.

  We have also offered to replace the dented door for your refrigerator **.

  Should you have any other questions or concerns, do not hesitate to reach back to us at CAS.

  We strive to do better.

  Once again please accept our sincere apologize for your experience.

  Thank you, 

  Kind regards,

  CAS

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 9, 2022, I had appliances delivered to my home by *** *********. Nobody does any kind of walkthrough of their delivery path before or after and just hands you the paperwork inside the home once the appliances are in. I made the unfortunate mistake of signing their paperwork right before the workers left my house in my kitchen after inspecting the appliances delivered. When I walked them out to lock the door, I noticed the scratches on my foyer floor. I immediately called the driver back in to let them know there were scratches. He asked me for a sponge or something to try to clean it off. I am pregnant and was on my hands and knees with their workers trying to get scuff marks off the brand new porcelain tiles of our new preconstruction home. It was not coming out. A worker from my builder happened to pass by and one of the *** workers asked them for their opinion on how to get the marks off. They said they would get their supervisor to look. The *** workers did not wait for the supervisor from my builder to return and told me to take pictures. I called and sent an email to CAS as soon as they left about the damage. I even told them I had signed the paperwork before I had noticed and would that be a problem which they told me it shouldn’t be.
  
  *** replied to my claim and denied it right away because the BOL was signed. When I tried to escalate the issue, they told me their site manager asked the workers who said they did not cause the damage (like they were going to admit it).
  
  I had another delivery scheduled a few days later on November 12, 2022 and told them this was completely unfair and I would not sign their paperwork if that is all they use as proof of damage. They in turn responded by threatening to not leave my appliance (which was already paid for) if I did not provide a signature.
  
  I canceled my delivery with them and paid extra money to have another company pick up my order just so I never have to deal with them again.

  

  Business Response

  Date: 15/11/2022

  Dear ********,

  Thank you for taking the time to share your feedback.

  We regret to learn about your delivery experience.

  We can see that this matter has already been escalated with our home delivery department.

  Our records show that the offer made the delivery company was rejected and they have now requested quotes for repair.

  Once this is provided, they shall be able to review and advise.

  Please understand that we are two separate companies and not involved with each other's claims processes.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 15/11/2022

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

  I received a call at 4:05PM on Tuesday, November 15, 2022, from Shaheen at CAS Resolutions Department, who advised that she just responded with the delivery company requesting for quotes. She said that she had mixed up my complaint with another similar complaint and that they only just escalated the issue to the delivery company and have not yet asked for quotes. She did apologize for this and that she could not retract the response she provided to BBB. The action should be back with CAS to respond once they get a response from the delivery company. 

  Thank you.

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

  

  Business Response

  Date: 17/11/2022

  Hello,

   

  We have been advised by the claims team at *** ********* that an offer was made and accepted. 

   

   

  Customer Answer

  Date: 17/11/2022

  
  
  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:07/11/2022

  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 purchased a fridge from CAS Ottawa on October 29 2022 at a cost of 3100$ due to the fact my previous fridge broke. I told the sales rep that I have 3 young children at home and need fridge that is in stock.
  
  everything went well until I opened the fridge at home . I was told to sign the package damage slip stating there was no damage to the packaging , which there was not. upon removing the plastic wrap and foam packaging I noticed a dent on the stainless steel door , a broken shelf inside and the bent back panel . the sales rap informed me that I had 48 hrs to report damage . I reported the damage on October 30th now since i was told during the sale that if i reported the damage withing 48hrs everything would be taken care of ( his exact words ) .
  
  
  The after sales department contacted me Monday October 31 st stating because the fridge has been plugged in and used they will only offer me 10% discount in which i refused because i want a undamaged product. there has been back and forth for a week which has forced me to use my fridge as i have 3 children under 5 in the house .
  
  i was never informed by anyone not to plug the fridge in , use it if there was damage or read the terms online i feel after my sales rep knew i needed a fridge asap because of my young kids he should of advised me not to plug it in or use it if there was damage . I'm being sent to ******* to try with them but i bough from CAS and they should be responsible . i was sold a "amazing warranty that covers everything" but because its plugged in i am stuck with a damaged item i was sold as new .
  
  
  i would like my fridge to be in new condition as it should be when you buy new. the lack of information given incase of damage makes me feel as they have a loophole around not fixing damaged items. this would of all been avoided if i was told that if its damaged to not even plug it in.
  
  order number A2294376
  
  i have the email chain if needed

  

  Business Response

  Date: 09/11/2022

  Dear Marc L.,

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

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

  Our records show that your ******* refrigerator was delivered on October 29th of 2022.

  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.

  Unfortunately, we do not accept returns on appliances which have been used or installed.

  For more information on our return policy, please see the link below:

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

  Our records show that our Resolutions Team is currently discussing compensation offer with you as you requested on November 07th of 2022.

  Please respond back to the email sent to you on November 08th of 2022 for further assistance in regard of your ******* refrigerator.

  Once again we apologize for the inconvenience caused to you by this process.

  Kind regards,
  

  CAS
  

  Customer Answer

  Date: 09/11/2022

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

  You said you do not sell used items and I say I  do not buy damaged items.  I was never informed to not plug in the unit if there was damage .

  I do not need a replacement fridge I want a replacement door and shelf or substantially more than your current monetary  offer to have a new damaged  fridge  or  cover the  costs of the new parts . 
  
  Sincerely,
  
  
  
  Marc L.

  

  Business Response

  Date: 11/11/2022

  Hello Marc,

  Thank you for taking the time to share your response.

  We know that we offered you monetary compensation as per your request on November 07th of 2022.

  We are sorry to learn that you do not find the offer satisfactory.

  Our records show that a Resolutions Case Manager reached out to you on November 10th of 2022 to further discuss your concerns.

  We have offered to order the replacement door as well as the shelf for your ******* refrigerator at no additional cost for you. 

  Our Parts and Service Department will reach out to you once the order has been placed.
  

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

  Thank you,

  Kind regards,

  CAS
  

  Customer Answer

  Date: 11/11/2022

  
  
  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,
  
  
  
  Marc L.

• Initial Complaint

  Date:03/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  I bought a ******** refrigerator from CAS store London on 15th Oct. The refrigerator I got had a dent on the left door; clearly, the doors were misaligned. I contacted their customer support right away and as per the policy I did not install my fridge for 7 days (technically I did not have a refrigerator for 7 days).
  After 7 days, I got a replacement fridge and everything looks good but the delivery guy forgot to remove the packaging from the bottom of the refrigerator. The cardboard is popping out from the bottom. I called ******** and they said it is the responsibility of CAS to remove the packaging, hence I contacted CAS support again and now they are giving me a hard time and are denying to send someone out to finish their job. The fridge is too heavy for me to lift and I cannot do it alone. As per ******** tech, it can damage my fridge as it restricts the airflow.
  I am filing this complaint to report unacceptable behavior and lack of accountability from CAS and seeking to get some help

  

  Business Response

  Date: 07/11/2022

  Dear Gaurav,

  Thank you for taking the time to share your feedback.

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

  Our records show that your Whirlpool refrigerator was delivered on October 27th of 2022.

  We can see that a Resolutions Case Manager has been assigned to discuss your concerns on Friday, November 04th of 2022.

  We have reached out to our delivery company to schedule a service for the removal of the existing packaging for your refrigerator.

  The service has been scheduled for Thursday, November 10th of 2022.

  Please reach out to your Resolutions Case Manager if you have any other questions or concerns in regard to your order. 

  Once again we thank you for bringing this to our attention.
  

  Thank you,

  Sincerely,

  CAS

  Customer Answer

  Date: 10/11/2022

  
  
  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,
  
  
  
  Gaurav K.

• Initial Complaint

  Date:03/11/2022

  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.

  Hello,
  
  My name is Alissa K. My order is ********. I received my ***** Wall Oven and Microwave April 12/2022.
  
  In September 2022 wall oven stopped working with an error E305 and 1 800# to contact.
  
  On September 29/2022 I called ***** CS# with the representative we tried to find a sticker with the information such as Serial #, Model #, FD and etc..... I could not find a sicker with required information. ***** Customer Service sent me a list of the authorized service providers, who will come to repair the oven and will find the sticker, and I would have to show invoice from Canadian Appliances.
  
  I contacted 1st number ******** ******** *** *** *******. Thursday, October 20/22 technician arrived and issued a bill for the service since he did not find a sticker with serial Number and Manufacture date. He said that ***** will not pay for the service because oven does not have a sticker.
  
  ***** on the other hand said that without sticker oven has no warranty, and that I need to return it back to where I have purchased it. After technician repaired oven it stopped working after 1 week.
  
  My wall oven which has not been used even 6 months does not work and nobody wants to resolve the situation.
  
  Please advise.
  
  Regards Alissa K.

  

  Business Response

  Date: 03/11/2022

  Dear Alissa,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience in regards to the issues with your wall oven.

  Our records show that you have been communicating with our customer care team who has assisted you in locating a relevant sticker on the appliance.

  Please be advised that your file has been reviewed by our management team and we can see that you have been contacted by a senior member of our resolutions team.

  Please be rest assured that your file has been escalated with ***** will all relevant details and we shall be reverting back as soon as we have a response.

  Kind Regards,

  CAS
  

• Initial Complaint

  Date:02/11/2022

  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.

  Ordered a wall mounted microwave: "********** ********** Built In Microwave, 2.2 cu. ft. Capacity, 1100W Watts, 30" Exterior Width, Stainless Steel colour"
  
  clearly advertised as 30inches, built in and all pictures show with a trim kit, however came without a trim kit and just a 24inch microwave
  complained to company and they said it doesnt come with the trim kit
  
  I ordered originally with ****, but they didnt have the trim kit, returned with them, and ordered with canadian appliance because i thought they were cheaper. now its extra $300+ for a trim kit. canadian appliance wont let me return even though box was in perfect condition, wrapping was still on microwave.

  

  Business Response

  Date: 02/11/2022

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

  Thank you for taking the time to share your feedback.

  We are sorry to learn that you are dissatisfied with your ********** microwave.

  Please know that the trim kit for your microwave model is considered as an accessory which needs to be purchased separately.

  This has been mentioned in the specifications corner on our website: canadianappliance.ca
  

  However, we do understand that it may be bewildering as the picture of the microwave is shown along with the trim kit.

  We apologize for the inconvenience caused to you.

  Our records show that a Resolutions Case Manager reached out to you on October 20th of 2022 to discuss your concerns.

  You have agreed to the proposed resolution of purchasing the trim kit with a discount. 

  We can see that the item is in stock and ready for pickup at the preferred location.

  Please reach out to us should you have any further questions or concerns concerning your order. 

  Thank you,

  Sincerely

  CAS

  Customer Answer

  Date: 15/11/2022

  Sorry fir the late reply this issue was not resolved and ive been waiting for the to contact me back and getting different responses for people.
  
  Thanks,
  
  **** ******

  

  Business Response

  Date: 15/11/2022

  Hello ******** ******, 
  
  Thank you for taking the time to leave a response.
  
  We can see that our After-sale team has been in contact with you. 
  
  They help you with selecting the correct trim kit for your microwave unit, ********** ********** 30 Inch Microwave Trim Kit. Also, an additional discount was provided to you for the order in the sum of $50. 
  
  A team member did reach out to you and all this was discussed.  
  
  Your team is now ready for pickup at *** ****** Rd.
  Hamilton, ON  *** *** store. 
  
  Thank you kindly,
  
  CAS 

• Initial Complaint

  Date:27/10/2022

  Type:Customer Service 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 washer and dryer (and stands) from CAS in October.
  Paid for 'White Glove Installation' - delivery drivers came on the scheduled date, removed outside packaging and simply placed the machines in the laundry room ****** ********* **** **********. Interior packaging was not removed, machines were not balanced and leak test was not completed. Called CAS who said that they were going to send another team the next day - secondary team to correct the install never arrived, nor could customer service find the truck or tell us why they didn't arrive (even though we called multiple times to check in on the arrival). Customer Service refused to provide any further assistance and simply told us we were able to request a refund if we wanted. CAS Store manager could not help as he said he had nothing to do with the delivery and install team. NO-ONE was willing to help. Customer Service refused to transfer our call to a manager and said that there was no manager/supervisor that would speak with us for escalation purposes.
  Completed the request online to return items and they indicated that even though it was less than 24 hours since the original delivery, they may charge further restocking or pickup fee - for brand new, never used and incorrectly installed machines!
  Horrible service, lack of responsiveness, lack of communication or ability to fulfill original contractual obligations.

  

  Business Response

  Date: 28/10/2022

  Dear Rapinder S.,

  Thank you for taking the time to share your feedback.

  We are sorry to hear that you had a frustrating experience, however we really appreciate you bringing this issue to our attention.

  We can see that your ** laundry appliances were delivered on October 24th of 2022. 

  We are sorry to learn that your installation experience has not been successful with Canadian Appliance Source.

  In order to rectify this situation, a more experienced team was sent to complete the installation for your ** washer/dryer on October 26th of 2022 and the installation service has been successful.
  

  We apologize for the poor communication from our customer care team.

  Furthermore please note that the Return/Exchange form consists of standard questions which our customers have to respond to while submitting the form only.

  Our Returns Team will review your request and present a proper resolution based on the request form.

  This does not imply that a restocking fee applies each time a customer wants to return/exchange an appliance.

  Our records show that a Resolutions Case Manager has been assigned to your order to further discuss your concerns.
  
  The latter reached out to you on October 28th of 2022 to provide further assistance in regard to your order.

  We have offered to refund your shipping fee of $150.00 including tax as a gesture of goodwill. 

  Please know that your feedback has been shared with the management team to help us do better in the future.

  Please feel free to reach out to us should you have any further comments, concerns you wish to share.

  Thank you kindly,

  CAS

• Initial Complaint

  Date:27/10/2022

  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.

  On April 22, 2022 we purchased a ********** professional electric induction range for close to $7000 (order ********). The range was delivered on June 14, 2022. It has never worked. We called immediately about the fan noise (which hit 70 decibels) and the fact that it does not turn off for 2 hours. They said it was the manufacturer’s issue to deal with. The manufacturer sent a technician who installed a fan kit. The fan now doesn’t turn off at all, we have to cut the power to that part of the kitchen. In addition, the range doesn’t heat up past 225 degrees which means we can’t cook any food, and the thermometer gauge doesn’t work. The technician told us to turn off the power before we leave the house. Canadian Appliance has said that *********** has now said to wait another 2-3 months for a different kit to fix the fan (which obviously won’t address that the range can’t cook). We have already been without a range that works for 5 months. We have a young child and need an oven to cook our food. It is a fire hazard, a health hazard, and completely useless as a range. We asked Canadian Appliance for specific advice on purchase and they made misrepresentations to us about the range. They have refused to refund the purchase or honour our warranty. So has *********** Appliances.

  

  Business Response

  Date: 27/10/2022

  Dear Susan,

  Thank you for taking the time to share your feedback.

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

  Please understand that all product defects are subject to the manufacturer's warranty, which is why we initiated a service call on your behalf.

  This is in order to have the appliance inspected by a certified technician and, only if deemed unrepairable, will the manufacturer approve an exchange.
  

  As an authorized retailer, please be advised that CAS will only approve returns/ exchanges, if authorized by the manufacturer.

  Our records show that when we contacted the manufacturer, we were informed that you were already in touch with them in regards to these issues.

  As advised, the part needed for repair is in stock and *********** will honour the warranty by repairing the appliance.

  The technician shall be in touch to confirm a date for service.

  Kind Regards,

  CAS
  

   

  Customer Answer

  Date: 09/11/2022

  *********** Appliances (the manufacturer) did send a technician five times to attempt to repair the range, including an attempt to replace the part mentioned in the response. The technician attempted that repair (replacing the mother board) and confirmed that it was not possible to fix the range.  The range is now entirely inoperable. It does not turn on at all. The oven temperature does not work. The burners now do not work. It is entirely unfit for use. *********** has refused to provide a response to the request for a refund or exchange for a working model. Canadian Appliance has the same model in stock and it is available to shipment to our house within 7 days. Canadian Appliance relies upon the existence of an active manufacturer's warranty but the existence of that warranty and ***********'s failure to adhere to its warranty does not relieve Canadian Appliance of its own separate and independent legal obligations under the Sale of Goods Act, at contract and the duties it owes in negligence. It is not open to Canadian Appliances as retailer who sold a product at over $7000 that is entirely unfit for its use and entirely inoperable to do nothing.  Canadian Appliances is required to provide a refund or exchange because it sold us a product which does not work at all and it is simply refusing to do so by pointing to the manufacturer.

  

  Business Response

  Date: 09/11/2022

  Dear Susan,

  Thank you for reverting back.

  Our records show that an email was also sent to our Resolutions department, to which we have responded. 

  Please understand that as an authorized retailer, we are familiar with the Sale of Goods Act.

  Functional issues are covered by warranty, and therefore not in breach of warranty nor the Sales of Goods act. 
  
  As advised, please note that your file has been further escalated with the manufacturer and we shall be able to advise on next steps once we have more information.

  We can only imagine how frustrating this situation has been and sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS
  

• Initial Complaint

  Date:24/10/2022

  Type:Customer Service 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.

  Hi,
  
  My wife and I purchased appliances from Canadian Appliance Source (CAS) in June 2020 for a new house we were building. During Covid we were aware that the delivery of appliances may take some time. It is now 2 years and 4 months since we placed our order and now our ********** ********** refrigerator has been discontinued. * **** ******** *** ******** *** ***** *******. The price that CAS has advertised *** ********* for our original discontinued refrigerator ********** ********** is $10,609. We were given bundle pricing because we were buying a full house of appliances and CAS discounted it down to $6,500. The new replacement refrigerator ********** ********** is advertised for $11,594.99 *** ********* that is a price difference of $985.99. Our salesperson Natasha M. ###-###-#### says that the best she can do is $950 off the ********** **********, which I find hard to believe considering the price we received over chat was a bigger discount. Natasha's discount would have us paying $10,644.99 . I used their online sales chat and was quoted $10,000 for the ********** ********** and that is a discount of $1,594.99 with the salesman being unaware of the bundle we purchased ***** *********. We would be willing to pay the difference of the advertised refrigerators which is $985.99 however, they are asking us to pay over $4,000 extra. Anytime I ask to speak to a manager or supervisor they tell me those people do not speak with customers and won't come to the phone. This applies both at the sales and customer care levels. Any help and advice would be greatly appreciated. Thanks Nick

  

  Business Response

  Date: 26/10/2022

  Dear Nick,

  Thank you for sharing your concerns with us. 

  Please understand that your ********** Refrigerator  **********  was discontinued by the manufacturer (**********) and not CAS. Manufacturers choose to discontinue items without the retailer's consent.
  

  As per our discussion, a one-time exception has been made and we have increased your discount to $1594.00 therefore making the total price of the Refrigerator  ********** $10,000.99 (before taxes). Kindly note that this price goes significantly below the allowed price for the unit to be discounted at as a one-time exception. 
  

  Please note that this is the lowest price that we are allowed to sell this unit at. In addition, other retailers have listed this unit for an average cost of $11,599 (before taxes). However, if you are able to source your desired unit at a lower cost at another retailor we would be willing to cancel this order and refund you for funds paid for the Refrigerator. 

  Kind Regards,

  CAS

  
  

• Initial Complaint

  Date:12/10/2022

  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.

  AWFUL SERVICE AND NO SUPPORT!
  
  The Canadian Appliance Source people are awful and only want to make sales, they provide no support after you make the purchase.
  
  I tried to purchase a washer and a drier from Canadian Appliance Source at the Trainyards in Ottawa since the beginning of September. Ahmed told me he would call me back about delivery, but never did. I went there 5 times, and he was never there. He eventually emailed me telling me that I needed to take a door off the hinges for the installation, which I did. However, having waited 4 weeks to hear from Ahmed, I went to another Canadian Appliance Source in Nepean.
  
  I made a purchase on October 1st for more than $2400, including delivery and installation, with Jason U. I waited two days for the delivery, but when the deliverer arrived they refused to instal. I called Jason, with whom I had made the purchase two days before, and he said: Don't let the delivers leave, transferring you to "operational." The operational guy hung up on me, and I was never able to contact Jason or "operations" again. I called Urban many times that afternoon, spoke to his colleagues, he was in the office but would not pick up or call me back.
  The deliverer pressured me to sign a paper that said that there was nothing wrong with the washed and drier, but I don't know if that is true, because they did not hook them up so I don't know yet if they work.
  
  So now I have a washer and a drier in my basement, but they are not hooked up. I will have to call someone else to instal them, which will cost me another $300, on top of a paid installation that did not happen. Because nobody I need a refund for the instal and I need CAS to pay for the installation that I will have to get from a third party.
  
  These people are awful: the sellers blame the deliverers, and the deliverers blame the sellers. I spent thousands of dollars and this weekend I continue doing my laundry at the laundromat, as I have done in the past 5 weeks.

  

  Business Response

  Date: 13/10/2022

  Dear ********,

  Thank you for taking the time and bringing this to our attention. 
  
  We apologize that our team was unable to install your LG Washer and Dryer.  Please note, it's part of our delivery company's White Glove service to keep your appliance safe and damage-free when delivering and installing inside your home. This includes keeping your property and our delivery team members safe. It's our team's responsibility to make certain judgements if they think an appliance is unsafe to install. 
  
  Our records show that when the delivery team arrived on October 8th, they called our logistics to advise that your water drain pipes were not safe enough to complete the installation. 
  
  Our apologies for the inconvenience caused. 
  
  As per our conversation over the phone, we will be refunding you for the services not completed and for the inconvenience caused we will refund you for the delivery fee. 
  
  The total refund amount would be $216.90 (tax included). Please contact our customer care team at ###-###-#### to create a refund profile for the Visa Card on file so we may process your refund amount. 
  
  Kind Regards,
  CAS