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:12/10/2022

  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 had a fridge in my cart and I said to the agent that if he gives me free shipping I will buy it on the spot. He agreed and sent me an invoice but not detailed so I didn't realize at the moment that he had charged me the shipping cost of 89.95$. Since I never heard of that company before I took a snapshot of the conversation to have proof of the deal. I was told that I would be contacted about the credit. Now as I'm trying to install the handles on the fridge there are 3 tiny little screws missing that hold the handles in place. I told them that if I am not contacted by 4pm tomorrow I will file a dispute with ****. The snapshot probably saved my behind.

  

  Business Response

  Date: 12/10/2022

  Dear *******,
  
  Thank you for taking the time and sharing your concerns with us. We have attempted to contact you via email and phone but have been unable to reach you. 

  Kindly note that our records show that your delivery fee of $89.95 ($101.64 with tax included)  was refunded on October 7th to the **** credit card ending in ****. Kindly note that refunds take 5-7 business days to reflect on your account. 
  
  We are sorry to hear that your ****** Refrigerator is missing screws. As all missing parts and defects are subject to manufactures warranty we have initiated a service call with ******, to request for the missing screws to be shipped directly to you. 
  
  Please accept our sincere apologies for any inconvenience caused. 

  Kind Regards,

  CAS

  Customer Answer

  Date: 12/10/2022

  
  
  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:11/10/2022

  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 am have great difficulty with CAS and have been going back and forth for almost a month. I am still waiting for a credit when I cancelled my warranty the same day and before the fridge was delivered. I was assured that it would be refunding within 5 business days. They are saying I am not eligible for warranty refunds. * **** ** ********* ****** *** *********. They are trying to wear me down I think but now it's about principle.
  Your help would be much appreciated and I have many emails to back this up.
  Regards

  

  Business Response

  Date: 12/10/2022

  Dear ***,

  
  Thank you for taking the time and bringing this to our attention. 

  As per our explanations via email and over the phone, there is no further refund amount due at this time.
  
  The refund amount due for the returning *** ********* and 1-year basic extended warranty went towards covering the partial balance owed for the replacement ****** Refrigerator ********** and ********* Accessory *********. 
  
  As these additional items cost more than your refund amount, the balance that would have been owed for them was decreased hence why the price difference you had paid was lower. 
  
  ** **** ******** * **** ** **** ******** **** *** **** ** ******** ** ****** **** *** *** ******* ******* **** *** ********** ********** *****.

  We apologize for any misunderstanding and inconvenience caused. 

  Kind Regards,

  CAS

   

  Customer Answer

  Date: 12/10/2022

  
  
  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:28/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a washer and dryer from CAS on August 31st, sold as 'new' open box models for $1943.00 (including installation + "one-year extended warranty"). We had them delivered and installed by the company on September 6th. We tried to use the washer but it made a loud, crunching noise, the drum didn't spin, it was obviously dysfunctional. We were instructed to contact the manufacturer. The manufacturer looked up our machine and warranty and said it was registered to someone else and we were sold a used machine, therefore they would not be sending a technician and advised for CAS to replace the machines with new ones - we have a written, email trail with the manufacturer.
  It took several unhelpful phone calls with customer service, a complaint and ticket filed with after sales, and filing a return/exchange request on September 21st have someone get the process going. Every time someone emailed us, it was a different person handling our case.
  The company's offer of resolution: an exchange to more expensive washer and dryer at a large extra cost to us of $448.88. We were told we could not just return and get our money back, nor could we just have the machines replaced with working machines of the same make/model. This is their "final offer". We have reluctantly accepted because they made it clear we had no other option - *** ***** ****** *********
  Our account number is ********.

  We have still not heard back from Canadian Appliance Source with a breakdown of the extra cost and why we need to pay more for a replacement of a used and non-functional machine that was sold to us as new. 
  * **** ******** *** ********* ******* ************* **** * messages between my husband and the manufacturer stating that we were sold a used machine and CAS needs to replace it. 
  At this point, we have lost all faith that this company will resolve our issue adequately and would just like to be refunded our money so we can purchase our appliances elsewhere.
  Thank you so much for your help,
  Sahra U.

  

  Business Response

  Date: 06/10/2022

  Dear Sahra,
  
  Please accept our apologies for any inconvenience caused. 
  
  We have attempted to contact you several times over the phone and via email but have been unable to reach you.
  
  Please note that the request to return your Floor Model ******** Washer ******** and Dryer ******** had been approved with no penalty on September 19th. As per your request, a replacement model ******* Washer *********** and ******* Dryer *********** had been added.  Kindly understand that these units are slightly more expensive than the returning items, hence the price difference. Kindly note that customers are responsible for paying for any price difference. 
  
  * **** ******** * ******** ******* *** *** ** ******. Please note that we would be willing to remove the exchange model and arrange for the ******** Washer and Dryer in your possession to be returned only and not exchanged.  Kindly let us know if you would like to proceed with our team picking up the units so we can schedule an available date that works best for you. 
  
  Please accept our sincere apologies for any inconvenience caused.
  
  Kind Regards,
  CAS Team

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  

  In response to the message received from Canadian Appliance Source and this dispute:

  We would accept the return and arranged pickup of the defective and used units but as long as we are fully refunded our money and there is no additional cost to us.  We should not have to pay to have defective units that we bought originally in good faith as new (which were not new, as advertised) to be removed from our house. 

  Thanks so much for following up!

  Sahra

  

  Business Response

  Date: 13/10/2022

  Hello, 
  
  Thank you for your respond 
  
  We can see that your request was approved for an exchange and you have been in communication with our aftersales team.
  
  
  Your request has been approved for a full refund and you were advised to schedule a pickup date.
  
  Once the units are picked up, please allow 5-7 business days for the refund to reflect back to your card. 
  
  Thank you, 
  
  CAS 

  Customer Answer

  Date: 17/10/2022

  
  
  Complaint: ********
  
  
  
  

  In response to CAS message through Better Business that is below this email:

  We replied to after sales one last time to plan a pickup date, we were very clear in asking whether we would be charged a fee for the pickup and return of our faulty, used appliances.  We asked directly via email and were told that our full refund was on the condition that the applianced weren't installed or used.  As it's clear from all the communication with CAS that we have shared with Better Business, they installed and stacked the machines upon delivery and when we went to use them for the first time was when we discovered they were non-functional and then when we contacted the manufacturer, they told us the machines were used.

  From the start we have been deceived, and feel like they were about to deceive us again with the promise of a full refund and then adding a condition after the fact. We can share these emails with you but you may have been CCed already. Also, I have received 5 phone calls and voicemails since October 5th and multiple emails from After sales even after we made it clear in an email response that we would only communicate through Better Business - it feels like harassment and pressure that will result in us being charged instead of receiving a full refund. We would like these faulty appliances off our premises at no charge to us, and a full refund on our order, which includes installation, delivery, and "extended warranty", along with no further charges. When we are confident this will be the case, we can set up a pick up date with Canadian Appliances. 

  Thank you for all your help, we look forward to this being resolved,

  Sahra

  

  Business Response

  Date: 17/10/2022

  Dear Sahra,

  Thank you for your feedback.

  Kindly note that you are not being charged additional fees, and we have also credited the initial delivery fee back to you to be included in your refund amount ($1,943.70).
  
  The total amount paid on this order will be refunded once the items have been returned to us.

  Please contact customer care at ###-###-#### to confirm and schedule a preferred available pickup date.
  
  Kind regards,
  CAS

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: ********
  
  
  We will be happy for the appliances to be removed and to receive a full refund, including all fees/warranties originally paid for a total of $1943.70, as stated. ****** *** ******** ***** ******** *** ********* ** ****** * ******** ****. We replied to after sales via email to confirm we would not be charged a fee for the pickup and return of our faulty, used appliances.  We were told that our full refund was on the condition that the appliances weren't installed or used.  As it's clear from all the communication with CAS that we have shared with Better Business, they installed and stacked the machines upon delivery and when we went to use them for the first time was when we discovered they were non-functional and then when we contacted the manufacturer, they told us the machines were used. After Sales responded that as long as we disconnected them, they could remain stacked for pick-up and we would receive our full refund. We then confirmed a pick-up date with customer service over the phone for Wednesday, October 26th for after 2pm. The morning of the 26th, they changed our window to 10am-2pm, without our consent or acknowledgement. We were not there and CAS told us we would now be charged a fee because of our 'day-of cancellation'. We obviously did not agree to pay this as it was their last minute change of time that meant we had to reschedule the pick-up date. We rescheduled for Tuesday, November 1st and the appliances were picked up finally today. We are still waiting on our full refund of $1943.70 with no charges or fees taken away from that.

  
  
  
  Sincerely,
  
  
  
  Sahra Ucar

  

  Business Response

  Date: 04/11/2022

  Hello  Sahra U., 
  
  Thank you for your response.
  
  We would like to again apologize for any inconvenience that may have caused.
  
  We have seen that our after-sale department has been in communication with you. As communicated and requested your order has been cancelled. A full refund has been provided back to you. 
  
  Please allow 7 business days for the refund to reflect on your card.
  
  Thank you kindly, 
  
  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,
  
  
  
  Sahra U.

• Initial Complaint

  Date:26/09/2022

  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 bought a brand new Refrigerator from this place August 31st. It was delivered to my house on September 8 and the delivery driver noticed that the fridge door had a big dent right in the center. Driver took a picture and called it in immediately. That same day, an appointment was set up to deliver and install a new door for September 22nd between 8am and 12pm. I called Canadian Appliances yesterday to revise the window time for delivery and they told me they’ll do their best. So today, at 11am, while I was waiting for them to deliver the door, I received a phone call telling me that they are not coming as the door was not available. I was frustrated because this appointment was set up since August 31st, I even called and spoke to them yesterday about delivery time window and not once did they mention that there is no door at all and that it wont be available for another 8 weeks! I already took the day off today for nothing and now it seems that I have to take another day for when it actually comes. I cannot get anyone to give me an answer over the phone as they keep bouncing my calls from the store to the repair person, named ****, who by the way could care less because when I asked as to why I was not informed earlier that there was in fact no door, his only reply was, “I guess I could have.” He gave me a number to call, no one answered, the voice message directed me to a website that was not working. So I went to the store to speak to a manager, and told him about my whole ordeal and I was told there is nothing they can do and can’t give me a solution. The only thing he offered was to write a note to his boss and that was it. My main complaint is that, why do I have to deal with all these issues, when I bought a brand new item, delivered to me dented already, promised me a date for repair and replacement and then failed to deliver their commitment without communicating and now making it worse that I have to chase after them to find me a better solution. Pls HELP

  

  Business Response

  Date: 27/09/2022

  Dear ***,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience.

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

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

  This is why, when reported, we will ensure that any issues are addressed under the manufacturer's warranty, to which you are entitled.

  Our records show that a service call was scheduled on your behalf when this was brought to our attention.

  However, we understand your concerns and have reached out to ********* on your behalf for an update and have confirmed that the door has been ordered.

  We have been informed by the representative that the wait time could be 10- 14 weeks.

  Our team has tried to further escalate, but it has been made clear that for further internal escalation, ********* will need to be contacted by the consumer directly to open a case file.

  To do so, you may contact them at 1-800-******** and request to speak with a supervisor.

  We can only imagine how frustrating this situation has been and, as a gesture of goodwill, we have upgraded your basic extended warranty to 2 years of premium protection for your appliance.
  

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS
  

  Customer Answer

  Date: 27/09/2022

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

  This is not a warranty issue.  The fidge was badly dented on the front door before it left the truck.   Furthermore, a service date was set to replace the door. (SEPTEMBER  22, 20022 BETWEEN 8am-noon).   I took the day off without pay only to be told on the repair date the the repairman was not coming because  the door is on backorder. 

  Canadian  Appliances was contacted when the delivery  driver saw the damaged door while the fridge was still on the truck.  

  Canadian  Appliances has not helped in any way on this matter.  They give me a phone number that doesn't connect to a real person but goes to a website. The website goes back to the phone number.  1 800 *** ****. 

  I did not go to Canadian Appliances to buy a fridge with a huge dent on the door.  I've missed a days pay because  of Canadian Appliances. Now I'm stressed because I can not contact anyone from the number provided to me.  

  THIS IS NOT A WARRANTY  ISSUE.   Canadian Appliances sold and delivered a fridge with a huge dent on it and I ask I get a fridge with no dent on it.  I shouldn't have to miss work because  of it nor should I be stressed trying to contact a repair center on behalf of Canadian Appliances.   Also, why should I have to wait upto 12 weeks and take another day off because of Canadian Appliances?  This is very unfair and inconsiderate on the behalf of Canadian Appliances. 

  I will take this company to court if necessary. 

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

  

  Business Response

  Date: 04/10/2022

  Dear ***,

  Thank you for your response.

  We can only imagine how frustrating this situation has been.

  We can see that you have been contacted by a senior member of our resolutions team in order to discuss your order.

  Our records show that monetary compensation has been offered on top of the door replacement, but this offer was declined.

  As such, we have further escalated your file with the manufacturer as CAS is unable to approve an exchange for an appliance which has been installed and used.

  Please understand that the reason why you were directed to the manufacturer is due to them requesting to speak with you directly, as their policy demands.

  However, we do sincerely apologize for any miscommunication.

  As advised, we shall revert back to you as soon as we receive a response from *********'s escalation department.

  Kind Regards,

  CAS
  

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  

  In reposnse to Canadian  Appliances last email, 

  
  

  They say I need to contact ********* but the number they give doesn't go to anybody. Canadian  Appliances  also admits that it is very hard to contact someone from *********.  How can I contact them with no phone number?  Here's the number given to me by several employees  from Canadian  Appliances. 1 800 *** ****

  
  

  Canadian Appliances was aware the fridge that was delivered had a dent on it. (Called  by the driver before it got off the truck).  I was willing to cooperate because I realize that this kind of stuff happens.   Canadian  Appliances sent the repair date to replace the damaged door.  September 22, sometime between  8am to noon.   I took the day off from work without pay to accommodate this.  I got a phone call by **** at 11am that he was not coming and that it will be a 12-16 week wait for a replacement  door.  I asked him if he could of called sooner so I didn't have to miss work.  His response was "I guess so".    At this point is when I stopped cooperating.  "I guess so" is a lack of respect  for me, my time and doesn't  pay my bills. 

  
  

  They showed no respect that I missed work. They took my money for a damaged product just to tell me to call ********* but yet nobody answers the phone.  When this does get resolved I'll have to take a second day off work.  

  
  

  As of today, Canadian  Appliance has agreed to replace the fridge but at this point its more of an inconvenience.  My tenant (her fridge) has to be emptied and her food has to be stored in another fridge until the new fridge is ready to go, usually 4 or 5 hours after plugging in.   I'll have to take another day of work without pay. And, I'll have to remove the entrance door for the fridge to fit through the door into the house.  THIS IS NOT FAIR!!!  I've informed the company that replacement is not good for me. 

  
  

  I ONLY PAID $1100 for this fridge but now it has cost a lot more because  of missed work and the frustration  dealing with this company.  They also sent me another bill totalling $2500. I have no idea what this bill is.  It's impossible to get any direct answers from this company.  It's always someone different to deal with and the story has to start from the beginning just to get the same answer......."call ********l". 

  
  

  Out of pure principle I'll take this company  to small claims court and any money I recover I'll donate to the ********** ********. This is to prove in court how unfair, frustrating and inconsiderate this company is and that im not doing any of this for financial  gain. I'm also trying to get a hold of consumer affairs on ****** *****   I've never heard of any company treating their customers like this.  

  
  

  Canadian Appliances needs to fix this problem  and cominsate my lost time from work and stress.  I did not go to that company  to buy a damaged product and to be treated like this and to miss work to accommodate them. 

  
  

  Attached is the last email sent to me, a bill for $2500 which I have no idea what that is about.  Nobody has called or emailed me to explain this.  

  
  

  Can someone PLEASE explain to me on how any of this is fair...?????  Someone please help me. 

  
  

  Thank you

  
  

  *** 

  
  

  

  Business Response

  Date: 13/10/2022

  Hello ***,
  
  Thank you for your respond 
  
  We do understand your frustration and we do apologize for any inconvenience 
  
  However, please know that at the time of delivery, if a unit is seen as damaged, the customer receiving the unit can be refused on-site.
  
  As you requested for the door to be replaced, we issued a service request with ********* for the door to be replaced as the manufacturer holds the warranty for cosmetic issues reported.
  
  We received notification from ********* that the door would be unable to be replaced as they do not have stock of a replacement door and do not have an estimated arrival date for the replacement door.
  
  ********* authorizes a replacement as the door is unbel to be replaced.
  You were notified regarding the replacement. As mentioned, the unit will have to be simply emptied and disconnected upon arrival for the team to take it away.
  
  Thank you, 
  
  CAS 

  Customer Answer

  Date: 25/10/2022

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

  I feel that treatment  I received  from CAS was unfair. After the damaged was noticed It was CAS that sent me an email and text with a replacement  of the door. I took the day off work without pay and nobody showed up.  It was AFTER this day is when CAS started telling me it's not their problem but its a ********* issue and I need to call them.  I repeatedly told CAS that I could not contact ********* pool from the number they gave me.  Not once did they help or offer any compensation for the lost pay.  I now had to take a 2nd day off without pay not to mention  the frustration,  stress and inconvenience to replace  the fridge.  I had no say of when, how or options on how to rectify this issue.  CAS started to hide behind "policies and procedures " for them not to help me.  They took my money but im not good enough to help.  Once the BBB got involved is when CAS started to contact ********l  on my behalf but the damage has already been done.  They also kept telling me that ********l  was waiting for my call but I kept telling CAS I couldn't contact  ********l  with the number given.   Not once did CAS give my phone number to ********* for them to contact me.  This company  is horrible  to deal with until the BBB got involved  but it didn't get that much better.
  
  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:22/09/2022

  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 based on the part number of my old fridge. The fridge was delivered on September 11, 2022. The delivery drivers removed the fridge from the box, out in the street, and brought the fridge into my house. 20 minutes after they left I noticed that it was the wrong fridge. I called the delivery driver right away and told him that I need the box back because the fridge would need to be returned. He told me that he was too far away and would not turn around. I said that I would meet him somewhere because I need the box for the return. He said that the box would not matter for the return. After calling the store numerous times and filing the proper paperwork to process the return, I was informed that I would need to pay a 25% restocking fee because the fridge did not have the box. I have tried to call and talk to Tresna, the person that keeps informing me that I have to pay the restocking fee, and they will not call me. I tell the salespeople this and they keep telling me to email her, which I do, and I have begged for a return phone call, not email. and still nothing. I have told them numerous times that the fridge is in all of its original packaging other than the box, which they have because their driver took it and would not return it.

  

  Business Response

  Date: 23/09/2022

  Dear ***** ********,
  
  Thank you for your review.
  
  We would like to apologize for the experience you may have had.
  
  We can see that you had made a request to return your ********** ********** 33 Inch Refrigerator. Which was approved by our after-sales team.
  
  We can see that our team has made numerous tries to contact you back with no effort and leads straight to your voice mail.
  
  Your request was originally approved with a 25% restocking fee. Our return policy via our website states that return products are subjected to a 25% restocking fee. 
  
  An exception has been made by our team and we can see that the restocking g fee has been waived.
  
  The pickup date of your unit is booked for Saturday, Sept. 26
  
  Thank you kindly, 
  
  CAS
  
  

• Initial Complaint

  Date:22/09/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for three appliances (Range Hood, Stove and Fridge) on June 29, 2022 for a September 2022 delivery. My kitchen installation was delayed approx 10 days, so I arranged via the website for an "early" october 2022 delivery of ALL items. I paid my final balance on September 16, and selected an October 14, 2022 delivery date - all items were said to be "ready for delivery". I receive an email this morning telling me that my fridge is no longer available and won't be delivered until late October 2022. I have reached out to customer service, my sales agent and even went into the Oakville store. Oakville sales rep couldn't help me because I'm not her client, however she said an email to my sales rep for me. Customer Service told me I could arrange installation through ***** ***********, their "trusted" installers. I arranged this for October 17 after I booked my appliance delivery for October 14. Now, one item is unavailable. I spoke to customer service who said because my delivery is more than 9 days out they gave my fridge to someone else -- what? How is this possible? I ordered my appliances THREE MONTHS ago and was assured by Christopher S that he would stay on top of the delivery and ensure to hold items for the date I needed. I have emails and correspondence with these details. Now, when I reach out to him to discuss I get radio silence. It's stressful enough redoing your Kitchen, let alone during a pandemic with all kinds of delays. I gave CAS plenty of warning when I needed these items. I'm very disappointed but can't take my business elsewhere because they have the entire balance paid in full. Once they get your money, they stop caring. ***** ******

  

  Business Response

  Date: 23/09/2022

  Dear ******, 
  
  Thank you for taking the time to leave e review.
  
  We would like to wholeheartedly apologize for the experience you are having.
  
  We have tried contacting you y phone today and were unable to reach you.
  
  A voice message was left and an email was sent to you.
  
  Please respond back to this email with a time best suitable to speak and we will be happy to contact you to assist best. 
  
  Thank you kindly, 
  
  Cas 
  
  

  Customer Answer

  Date: 26/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I haven’t spoken to anyone despite reaching out twice at yet their Friday afternoon voicemail. 
  

  No remedy or fox was discussed  

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

  

  Business Response

  Date: 29/09/2022

  Dear ******
  
  Thank you for your response.
  
  As discussed, we will be keeping a close eye on the arrival of your ** ********** 33 Inch Refrigerator.
  
  Once we receive an update, you will be notified directly 
  
  Thank you kindly, 
  
  CAS

  Customer Answer

  Date: 03/10/2022

  
  
  Complaint: ********
  
  
  
  September 27 I checked my order status and it stated the fridge was no longer on back order (what ** told me directly a week prior)  yet no one from CAS follows up. I emailed the CAS review contact MYSELF to inquire if this was accurate which I’m told it is. This is the issue with CAS is the customer does all of the legwork and you reiterate the information I found for you. That’s not customer service. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 07/10/2022

  Dear ******,

  Thank you for your response.

  Please be advised that we tried to call you to follow up on your order and it unfortunately went to voicemail.

  We can confirm that all your appliances are now in stock and the delivery has been booked for October 8th.

  Please do not hesitate to reach out if you have any questions or concerns.

  We sincerely apologize for any inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 09/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  I have reached out to rectify the damage that was done on delivery and have not heard back. This is a 25 ft stair handrail and we’ve seen quoted $70/sf ($1750+) to replace it, which doesn’t include installation, staining etc.  This is unsafe how it is. We even bubble wrapped the handrail and walls to prevent damage. Who is going to pay for this?

  

  Business Response

  Date: 13/10/2022

  Dear ****** *******.
  
  Thank you for taking the time to leave feedback.
  
  We would like to wholeheartedly apologize for the experience and the inconvenience.
  
  However, please know that all property damage claims are subject to being dealt with by our third-party delivery company as indicated on your invoice.
  
  Your claim is still under review with our delivery partners and a representative from their team will be contacting you within 48 business hours.
  
  Regarding, the other issues were addressed directly with CAS and are now resolved.
  
  Thank you, 
  
  CAS 

  Customer Answer

  Date: 25/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it’s categorically false. 
  

  *** ********* denied my claim less than 24 hours after submitting it. They’re lying to you that they’re working with me. They’re not. I have been provided no compensation to date. See correspondence attached. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 27/10/2022

  Hi ******,

  We see the communication that you provided was sent to you on October 12, 2022. You had re-opened the BBB Case on October 13, 2022 due to the Claim on the property was declined to which we have escalated on your behalf.

  October 14, 2022  - *** contacted you to obtain an estimate for repairs on the property & offered to have their own contractor sent out to the premise.

  October 14, 2022  You had responded that since the initial decline was sent on October 12, you submitted a claim with your Insurance Company.

  After contact with *** ********* today, October 27, 2022, they still have your file open requesting an estimate for repairs or to send their own contractor out to your property.

  We encourage you to reach out to them, as they are happy to work with you once  an estimate of the scope of work is obtained. 

  Customer Answer

  Date: 27/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we have paid to have this repaired by a general contractor. 
  

  Why would I want the people who damaged my home, to enter home again?
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 28/10/2022

  Hi ******,

   

  I have just spoken to *** ********* who has attempted to contact you today by email, and to date the estimate / receipt / scope of work has yet to be provided.

  They have a claim open which you have not responded to since October 14. 

  You can send this proof of payment and invoice directly to them, and they are happy to discuss this matter further with you.  The delivery partner handles all property damage requests, to which we've escalated on your behalf, and the compensation will need to be provided by them. 
  

  I understand you do not want their employee in your home, but as per my note yesterday, they would accept an estimate, which has not yet been done. 

  Please send over to their claims team which you have been in communication with, and they will be happy to address directly with you.  

  Thank you in advance for your cooperation. 

  Customer Answer

  Date: 28/10/2022

  
  
  Complaint: ********
  
  
  
  It seems you’re always the last to know but I responded to the email at 2:39pm and provided the invoice thereafter. Given that I work until 5:00pm I cannot answer non-urgent personal calls while I am in the office meeting with clients. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 31/10/2022

  Hi ******,

  We're pleased to hear you've made contact with ***.

  It is our understanding they made a settlement offer to you directly.

   

  Customer Answer

  Date: 01/11/2022

  
  
  Better Business Bureau:
  
  
  
  *** compensated me for the damage. CAS was zero help through this process and placed blame solely on the delivery company (even though they are partners therefore one in the same). I can’t recommend either company to anyone unfortunately as it never should have taken this much effort to fix what was damaged by your company. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:19/09/2022

  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.

  On September 9th,22 , we order and purchase a fridge from Canadian Appliance Source. The deal was to be delivered the next day, because we have two kids and they need their milk and their stuff. The sales man asked me if I had to leave any note for the delivery, and I said if it’s before 12:30, please call my husband 20 minutes ahead if it’s later i’ll be home.The next day, I received a call around 10:15, and I hear someone to tell me I am outside of your house, where are you. Originally the driver told me he will wait, so my husband left from his business and went home. As soon as he got there, nobody was there, I call the truck driver and he advised me that he will go back after his delivery. Same time I got an email that they where going to charge me for the second delivery. I had to call customer service, to debate that it wasn’t our fault, and that we had provided details. With emails and phone calls I was informed at 5;30pm that they will arrange a delivery for Saturday between 1:30-5:30. I told them, please guys do your best, it is my birthday, we have dinner and party. The sales man, he told me, *********** it will be tomorrow. On Saturday, with the fear no to loose the delivery, I stayed home in case it come earlier. Around 1:20pm a truck driver arrived and as soon as I opened the door, he was rude and he was asking me, how will I deliver the fridge, and you have bus station, I explained to him that if he put 2 meter forward his truck, he won’t have any problem. He stayed for 8 minutes inside his truck and without any word he left. I was completely shocked!!!!! I had to call customer service, the same time I was thinking what am I doing to do, I have no fridge, the old fridge is in the middle of the house ( I had paid to take it away) and after 6pm was waiting people to come. Customer service the only could say was “we create a ticket for you, so we can do anything else”.no dinner, no birthday party. Fridge came on Tuesday 13th. Kids were with basics,

  

  Business Response

  Date: 21/09/2022

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

  Thank you for sharing your feedback.

  We are sorry your experience did not match your expectations. It was an uncommon instance and your feedback will help us improve our service.
  

  We regret to learn that your delivery experience has not been successful.

  Please understand that the delivery team was unable to proceed as there was no parking facility.
  

  Our records show that your ********** refrigerator was eventually delivered on September 13th of 2022.

  We can see that a Resolutions Case Manager reached out to you on September 20th of 2022 to discuss your order.

  A refund of $200.00 CAD has been processed as compensation due to the inconvenience caused to you.

  We sincerely apologize once again for the inconvenience caused.

  Thank you

  CAS

  Ref: ********
  

   

   

   

• Initial Complaint

  Date:19/09/2022

  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.

  I bought a washer dryer combo. I own a spa that needs clean lines each day otherwise no one will want a deep tissue massa**, facial etc.
  
  The washer dryer didn't work from the moment it was installed. They kept passing me around from department to department with a promise of **tting a repairmen out in 10-12 days. That is too long!
  
  I asked them to come **t it and just give me my money back. They refused. I asked to speak the the store mana**r. They refused and said they didn't have his cell number. Who believes that\/
  
  I need help please!

  

  Business Response

  Date: 19/09/2022

  Dear **** *****,
  
  Thank you for taking the time to leave a review.
  
  We would like to wholeheartedly apologize for the experience you are having with the unit.
  
  Upon viewing your case, we have made attempts to contact you via phone and a direct messa** e was left. An email was also sent to you directly regarding your claim.
  
  As CAS is only a retailer, any functionality issues with the unit are subjected to the manufactures warranty. In your case, ** upholds the sole responsibility of your unit.
  
  You have reported the issue with the unit to us and we have escalated the issue on your behalf with **. As mentioned in our response to you, ** has advised us that one of their consumer managers will be reaching out to you within 48 business hours to address the issue.
  
  Again, we apologize for the experience.
  
  Thank you,
  
  CAS 

• Initial Complaint

  Date:15/09/2022

  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 purcahsed a washer & dryer online on 08/31/2022, alongside paid services: delivery, installation, and removal of old appliances. The delivery was on 09/02/2022. After delivery, we discovered that washer could not start, we filed a case for replacement or return immediately within 24 hours, to Canadian Appliances Source. They refused the return or replacement, and said we would have to contact the manufacturer under warranty. The manufacturer did send technician in 2 weeks later, but mentioned they have to order parts, and come fix, which would take more than 2 weeks. We are already 2 weeks without a washer, adding another 2 weeks is unacceptable. We went back to Canadian Appliances Source again, and numerous times, requesting return or replacement, they continue to refuse us. This is an extremely horrible customer experience, and ******** of customers. We need help!! Our order and case # is ********.

  

  Business Response

  Date: 23/09/2022

  Dear ******** ****
  
  Thank you for your review.
  
  We would like to apologize for the experience you are having with the ** *********** Washer.
  
  As all functionality issues are subjected to the manufacturer warranty, a service call was issued by us on your behalf to ** to assist with the functionality issue.
  
  We have initiated the service call with ** and they have mentioned that the manager from ** was in contact with you to provide an option to have the issue resolved.
  
  We have now further escalated the issue to ** as mentioned to you, we would be updating you within 48 business hours regarding any response from **'s consumer relation team.
  
  Thank you kindly, 
  
  CAS
  
  

  Customer Answer

  Date: 26/09/2022

  
  
  Complaint: 18025230
  
  
  
  I am rejecting this response because:

  1. The appliance arrived non-functional AT ALL, we requested return and replacement within 24 hours. It's not a warranty problem, but a return/replacement problem with CAS. 

  2. ** visited twice, and did not fix it. 

  3. It's now close to 1 month since the washer was delivered and not functioning. It's causing us not able to do laundry, and significant stress. We demand compensation.  
  
  
  
  
  ******** ****

  

  Business Response

  Date: 27/09/2022

  Dear ********,

  Thank you for your response.

  Our records show that you have been contacted by our After Sales Team to be advised that an exchange has been authorized by the manufacturer.

  Please understand that as an authorized retailer, we would need to wait for this approval in order to proceed.
  

  A replacement unit has already been added to your order.

  Unfortunately, this is not in stock at the moment, but once available we shall be able to book your exchange.

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

  Kind Regards,

  CAS
  

• Initial Complaint

  Date:13/09/2022

  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.

  - Order ********, Order Date: October 20, 2021, Delivery Date: Sept 8, 2022
  - Vendor sold faulty product received dead on arrival and will not provide refund or exchange.
  - Unit also received with cosmetic damage
  - Fridge remains unwrapped, never been connected to water, filters still in original packaging. Is not used, nor can it be used.
  - Store insists their policy is "you plugged it in therefore its installed." Takes 'not our problem' approach.
  - Paid to have Company haul away old fridge at time of delivery therefore family left with no working refrigerator to use and having to use coolers and then dispose of previously refrigerated food.
  - After discovering the fridge doesn't work, less than two hours later I notified the company that I need the old fridge returned. The company chose not to respond.
  - Technician dispatched from *** and although new, he determines 4 parts require replacement.
  - Parts are on backorder and no estimated time can be given for their delivery.
  - Family remains without the ability to refrigerate food and therefore must buy another fridge.
  - Have requested refund or replacement. Company refuses to accommodate in any manner.
  
  Supplementary:
  - Faulty product arrived after waiting 11 months for delivery. During this period no updates could be provided on delivery date. "Wait and see" approach.
  - Similar experience to other complaints filed with BBB.
  - *** ******** ***** ****** ******* *** *******

  

  Business Response

  Date: 13/09/2022

  Dear *******,

  Thank you for taking the time to share your feedback.

  We regret to learn about the issues which you have experienced with your appliance.

  Please understand that our after sales team addressed the issues which were reported on the submitted return and exchange form on September 8th, advising that we would initiate a service call on your behalf to have the door replaced for cosmetic damage.

  Once our customer care team was made aware of the functional issue, you were directed to the manufacturer as the first port of call would be a service call to assess the appliance so as to be able to advise on next steps.

  Our records show that you have, since then, been contacted by a senior member of our resolutions team to discuss your order and be advised that CAS has approved a return for the defective appliance.

  A replacement was immediately added to your order and the exchange has been booked for Friday, September 16th.

  An email confirming the same has been sent to your email address on file.

  We sincerely apologize for any miscommunication and inconvenience that this has caused.

  Kind Regards,

  CAS

  REF:********

  Customer Answer

  Date: 16/09/2022

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

  Upon delivery the movers broke the bolts while removing the door. New fridge now also damaged and fully unusable.. *** ******** ******.  

  Refund is required.

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

  

  Business Response

  Date: 21/09/2022

  Dear ******* ******
  
  We would like to wholeheartedly apologize for the experience that you had with the replacement unit.
  
  We can see that your request to return the replacement unit was approved and the new unit was delivered to you.
  
  We hope that you enjoy your new appliance 
  
  Again, we apologize for the experience.
  
  Thank you,
  
  CAS 

  Customer Answer

  Date: 03/10/2022

  
  
  Better Business Bureau:
  
  
  
  

  I can confirm with this case has been resolved as best it can be. It's unfortunate that only with BBB's assistance was progress made. At this point a "senior" after sales contact became involved.

  
  

  In the end, to recieve a functioning, non damaged fridge, three deliveries were needed. The first replacement (fridge 2) was damaged during delivery when removing the doors. A third unit was delivered a week later however the lower freezer door also had two dents.

  
  

  Only by swapping the freezer door from Fridge 1 onto Fridge 3 did we finally result in the product we purchased. 

  
  

  Although resolved, please note in no way am I satisfied with the service received or manner that my wife and I were rejected. Considering we made contact with every possible department with the same result. I exspect customer satisfaction and delivery of "as purchased" product are in no way encouraged by management. I feel CAS' policy and highest priority is to divert responsibility and 'pass the buck.' 

  
  

  If the initial fridge had arrived fully functioning and failed within 24hrs, I could accept this would be a warranty issue. I have purchased appliances for four homes in the past 10 years. I have never experienced anything like this from any other vender. 

  
  

  I remain appalled and will never purchase another product from CAS again. * ******* *** ******* ** **** **** ***** ** ***** ********* *** ****** *** ****** ** *******. 

  
  

  Again, I thank BBB for your service and truely appreciate the help your team has provided my family.

  
  

  
  

  Sincerely,

  
  

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