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:06/09/2022

  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.

  I purchased a fridge with other appliances last year August, at that time sales said that all the appliances should avilable before December 2022, so we made the deal and started waiting. All other appliances recevied last year but the fridge, then we started to wait for the fridge unitl now. The estiamted time always changed last time when you checked it. For example, if the EST is April 1st, when you check on March 29th or 30th, its still that time, but when you opened the page on 31th, it moved to two weeks later. This game happened the whole year from last year August to now. Customer service and sales can't do anything and always give to excuse to the factory problem. Really disappointed now, have to use the old fridge in the basement, bring food up and down everyday in the 22nd century. Hope could get the fridge end of the this century.

  

  Business Response

  Date: 08/09/2022

  Dear ******,
  
  
  
  Please accept my apologies that your ********** ********** Refrigerator has been impacted by manufacturing delays.
  
  
  
  We have attempted to contact you several times at the phone number provided but have been unable to reach you.
  
  
  
  Due to the significant global supply chain delays, our suppliers are unable to provide their appliances to CAS as quickly as they would like and, at times, may have no idea when they will be able to provide certain models.
  
  
  
  Please note that we have provided you with re-selection options that is similar to the ********** Refrigerator on your order. An email had been sent you with a link with models to choose from.
  
  
  
  If you are able to source your desired unit elsewhere, please let us know and we will cancel your order for the back ordered Refrigerator and provide a full refund. Again my apologies for your delays.
  
  
  
  Please accept our sincere apologies for any inconvenience caused.
  
  
  
  Kind Regards,
  
  CAS Team

• Initial Complaint

  Date:01/09/2022

  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 have purchased a new gas stovetop from CSA ****** ***** in around end of march this year, in july the unit caught on fire so we called the manufacturer and after waiting three weeks for a repairman to come and he informed us that the unit is seven years old!!! So the part is on back order and i have to wait another month if the part comes!!! I spoke to the company and they are not taking responsibility!! I paid fir a new unit and i demand one.

  

  Business Response

  Date: 02/09/2022

  Dear ****,
  
  
  
  Thank you for reaching out to us.
  
  
  
  As per our phone conversation, kindly note that all functional issues are subject to the manufactures warranty. When a unit is experiencing a functional issue the manufacturer's first port of call would be to service your appliance.
  
  
  
  Please note Canadian Appliance Source sells all units we receive directly from the manufacturer. In addition, the Bill of Sale may be used as a reference to show that your unit was purchased and picked up on March 28th, 2022. Therefore, functional issues are still covered under the manufactures warranty.
  
  
  
  As discussed, we will escalate your issue directly with ***** on your behalf and will revert back to you in 2 business days with an update.
  
  
  
  Please accept our sincere apologies for any inconvenience caused.
  
  
  
  Sincere Regards,
  
  CAS Team
  
  
  

• Initial Complaint

  Date:31/08/2022

  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.

  purchased a new washer and dryer from these folks in Nov 2020. In May began having problems with the washer and filed a claim. Tech came out and assessed in a timely manner but nearly 5 months later washer still not repaired. Have since called in repair for the dryer. Again the tech assed in a timely manner but once again just waiting. Called today for update on the washing machine and the spokes person simply noted that someone should follow up within a day or so ???? I called CAS directly this morning and was simply told to direct any queries to folks dealing with the warranty. How can these folks think that a family can cope without a washing machine for 5 months? The initial costs incurred at laundry mat were absurd so I ended up purchasing another one. How can these guys get away with selling these warranties and simply seems to be 0 accountability.

  

  Business Response

  Date: 09/09/2022

  Dear ****,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience in regards to your extended warranty.

  Please understand that you were directed to the extended warranty provider initially due to the fact that we are separate companies are not involved with each other's claims process.
  

  However, our records show that you were contacted by a Resolutions Case Manager to be advised that the matter had been escalated to the Extended Warranty company, in order to better assist you.

  Upon review, the extended warranty company has agreed to issue a credit in the amount paid for the washer, including taxes.

  We can confirm that the offer has been sent to you by the third party and that they will be sending a check to your preferred address.

  We sincerely apologize for all the inconvenience caused and are pleased that this matter has been resolved to your satisfaction.

  Kind Regards,

  CAS

  Customer Answer

  Date: 14/09/2022

  
  
  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:23/08/2022

  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.

  We had a defective full-size freezer and were told by **********, that Canadian Appliance Source (CAS) would be the ones to provide the new freezer and all details (install and delivery) that go along with it. After many back and forths with ********** and CAS Appliances, ********** made it very clear that CAS Appliances would have to provide installation and delivery for this freezer. CAS Appliance keeps saying they do not install and now have cancelled the delivery of the new freezer because they don't deliver to our address. CAS has put this back on ********** , which is not their responsibility. PLEASE DO NOT BUY FROM THIS COMPANY!!! We had so many issues with our original order. Who knows where this will go now? I do not know why this has turned into a fight when it was their product that was defective. 5 months old. I wish CAS would take the responsibility to deliver this to us and have it set up with an installer.

  

  Business Response

  Date: 24/08/2022

  Dear *****,
  
  
  
  We see we deliverd a suite of appliances to an address to ********, ** on December, 2021.
  
  
  
  We received a Return Authorization to replace the ********** Freezer on August 19, 2022, and at that time we were advised the products were relocated to ***** ***, **.
  
  
  
  As ***** *** is outside of our local area of delivery, we were unable to complete the exchange of the appliances on August 24 as previously scheduled.
  
  
  
  Upon Escalation to **********, they have offered to cover the $300.00 delivery charge to ***** ***, and contribute $250.00 towards the removal and reinstallation of the defective Freezer that they authorized for exchange under warranty.
  
  
  
  Please note, our delivery teams are not certified installers, and will be unable to conduct the disconnection of the product, however, we will be happy to reimburse the $250.00 on the disconnection occurs and we can conduct the exchange.

  Customer Answer

  Date: 26/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:19/08/2022

  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.

  To Whom This May Concern,
  
  I desperately need help expediting and resolving my ********************* refrigerator purchased online on July 27, 2022 from Canadian Appliance Source (CAS). This appliance has not functioned properly since receipt on July 30, 2022.
  
  There are three issues:
  a) Neither the refrigerator nor freezer cool properly.
  b) The light in the refrigerator works intermittently or not at all.
  c) I contracted for "door swing reversal" on installation and this was not executed and there has been no follow up from CAS.
  
  A ********** appointed and approved technician deemed the appliance non-repairable and their report was submitted to ********** (with a copy to me) on Wednesday, August 4, 2022.
  
  ********************* denied replacement on August 11. I called ********** customer service on August 17 to ask about the file status as I had been told the review would be completed by then (or sooner). No one has contacted me between August 11 and August 17. No one provided an explanation why they would not authorize replacement of a refrigerator/freezer deemed non repairable by their authorized and appointed technician and no next steps were provided. The only way that I discovered that the replacement had been denied was because I followed up.
  
  I have been told that the only option is for the ********** returns authorization group to review the file again and that that will take another 7-10 days.
  
  Since they are reviewing the same "non repairable" report from their authorized technician and did not follow up to communicate anything to me the first time around, I am not confident that a repeat of the same procedure is going to make any difference.
  
  The refrigerator hasnever worked properly from the point of delivery. It has been since July 30 that I have been without a refrigerator. I have been given the run around by both CAS and *********************.
  
  I should be offered a choice of exchange, replacement or refund.
  
  Thank you.

  

  Business Response

  Date: 20/08/2022

  Dear *********,
  
  
  
  Thank you for taking the time to share your feedback.
  
  
  
  We are very sorry to learn about your experience.
  
  
  
  Please understand that product issues are subject to the manufacturer's warranty, which a service call was initiated on your behalf.
  
  
  
  At the time, only the issue with the light was reported.
  
  
  
  Please be advised that the matter has already been escalated with the manufacturer and we are currently waiting for an update.
  
  
  
  You will be contacted as soon as we have more information.
  
  
  
  We sincerely apologize for all the inconvenience caused.
  
  
  
  Kind Regards,
  
  CAS

  Customer Answer

  Date: 22/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I continue to be completely dissatisfied with the service from Canadian Appliance Source. I would think that the reasonable consumer expectation is that the sales contract was for the purchase of a functioning appliance.
  
  
  
  My main complaint is that your company delivered a DEFECTIVE PRODUCT THAT HAS NEVER WORKED PROPERLY. I have now entered the FOURTH WEEK without a refrigerator!
  
  
  
  My secondary complaint is that your customer service has been unhelpful and untimely, except for this most speedy response to my BBB complaint!
  
  
  
  While your actions may be legally acceptable, although I don't know why delivering a defective product should be legally acceptable, in my opinion they are neither ethical nor moral.
  
  
  
  The information that you have provided in your response is both incomplete and inaccurate. Your recorded customer care calls can verify the following:
  
  1. I called as the delivery service delivered the refrigerator to say that they indicated that they could not execute the swing door reversal component of the contract. There has been no follow up from your company on this matter.
  
  2. When I plugged the refrigerator in, the light either did not work at all or worked intermittently. As it was after business hours, I registered that issue through your online portal immediately upon discovery.
  
  3. It took another longer interval before I realized that both the fridge and freezer were not cooling properly - clearly the most significant problem. As it was after hours on a Sunday of a long weekend and your business was closed and the online portal did not accept an update or addendum to my initial submission about the light, I called your customer care first thing on the Tuesday morning (Monday being a holiday).
  
  
  
  By the time a service request was submitted, Canadian Appliance Source was aware of both the light and the lack of sufficient cooling capability of the appliance. I also relayed that information to both ********************* and the service company before they arrived at my home.
  
  
  
  A service technician, selected and authorized by *********************, deemed the product "non-repairable". At this point, ********** has denied replacement and is indicating that the service provider was "not equipped to service an **** refrigerator". Why did they send that provider? I had clearly communicated the operational issues of the appliance.
  
  
  
  Subsequently, I contacted the initial service technician and was told that if the cooling problem was due to a gas leak that the leak could either be internal or external. He told me that an external leak MAY be able to be repaired and confirmed that his company did not do that kind of work. However, he also confirmed that there was no evidence of an external leak and I can confirm that I have seen nothing either. He told me that an internal leak is "non-repairable" by any company which, to me suggests an appliance replacement would be in order.
  
  
  
  I am now awaiting a call from a second service technician, again selected and authorized by *********************... in my fourth week without a refrigerator!
  
  
  
  Regardless of what happens in the next service call, I can't imagine too many people who would be comfortable with the idea that they should be stuck with an appliance that was initially defective, even if it could be "fixed". I repeat: I would think that the reasonable consumer expectation is that the sales contract was for the purchase of a functioning appliance.
  

  

  Business Response

  Date: 23/08/2022

  Dear *********,
  
  
  
  Thank you for your response.
  
  
  
  1. Please know that the door swing matter was escalated with our home delivery department.
  
  
  
  However, as we are currently working with the manufacturer to have the appliance replaced, we would like to put the service call on hold at the moment and complete the service on the new appliance, should the return be approved.
  
  
  
  We sincerely apologize if this was not communicated to you.
  
  
  
  
  
  2/3. At the time your request was reviewed, our return authorization department was sadly not aware of the cooling issue.
  
  
  
  This is why only the issue with the light was addressed on our end with the manufacturer.
  
  
  
  We can only imagine how frustrating this situation is and would like to express our heartfelt apologies for all the inconvenience caused and any miscommunication.
  
  
  
  Please know that your case is a priority and our resolutions team is currently working with the manufacturer to look into replacing the appliance.
  
  
  
  We will be contacting you as soon as possible.
  
  
  
  Thank you for your continued patience.
  
  
  
  Kind regards,
  
  CAS
  

  Customer Answer

  Date: 06/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Point 1 from CAS email: ACCEPTED CAS apology for not communicating door swing reversal being put on hold.
  
  
  
  Points 2/3 from CAS email: REJECT ACCURACY OF EXPLANATION. You state that your RA department was not aware of the cooling issue at the time of their review. You are mistaken about this as the appliance was delivered on Saturday, July 30 and I reported the cooling issue first thing on Monday August 1 (verbally at 9:36 a.m.) and again via email on the same day at 2:15 p.m. My email follows directly.
  
  
  
  My email to CAS...
  
  To:
  
  Canadian Appliance Source
  
  
  
  Mon, Aug 1 at 2:15 p.m.
  
  
  
  Hi Hurvin
  
  I contacted customer service again this morning (Monday August 1) to let the customer care associate, Girish, know that in addition to the fridge light not working which I initially reported, the freezer is not freezing ice cream so that is a second problem. He assured me that this would be recorded on my file I spoke with him at 9:36 am EST. Since I advised of both of these issues within the 48 hour return/replacement window, I would like to exchange this malfunctioning refrigerator for a new one.
  
  Please advise next steps as soon as possible.
  
  Thank you
  
  ********* ****
  
  
  
  **** **** ** ******
  
  
  
  Following this August 1, 2022 email and many other verbal and email interactions, it was another 4 WEEKS before I received approval to have the unit that NEVER worked properly replaced. I think most people expect to receive a working appliance upon delivery and would certainly expect a more timely resolution.
  
  
  
  I called and wrote numerous times during that interval. You finally delivered a repacement refrigerator on August 27/22 but we did not accept delivery because the unit was damaged. The delivery driver took pictures of the damage.The second replacement was delivered on August 30, 2022 and, to date, has been working satisfactorily. The delivery team declined to execute the door reversal and were unbelievably rude. I am awaiting for CAS to confirm an appointment time for the door reversal at this point. Your customer service rep, Ben H, has been very helpful in coordinating this.
  
  
  
  As I was without refrigeration for almost 5 WEEKS, I had to purchase ice blocks at an approx. cost of $45. I also lost approximately $25 worth of food at the beginning before I realized that the original unit was not cooling properly. Obviously, in addition to the estimated total cost to me of approximately $70, this was incredibly inconvenient. Additionally, I spent an inordinate amount of time following up and asking for timely action. At this point, I have not been offered any compensation for my out of pocket costs or inconvenience.
  
  
  
  Until CAS fulfills the terms of the original sale by executing the door reversal, I feel that this file should remain open.
  
  
  

  

  Business Response

  Date: 08/09/2022

  Dear ********* ****,
  
  
  
  Thank you for sharing your feedback.
  
  
  
  We would like to again sincerely apologize for the experience you have been having with your new purchase unit.
  
  
  
  We had the chance to speak over the phone to discuss the issues and as mentioned, you have noted the unit is currently working with no functionality isuses present.
  
  
  
  The reversal of the doors has been scheduled to be completed by our team on Saturday, September 10th.
  
  
  
  
  
  Regarding your entire experience, compensation was offered to help mend your experience. We would like to thank you for choosing CAS as your appliance retailer and hope you are enjoying yournew appliance.
  
  
  
  Sincerely,
  
  
  
  CAS

  Customer Answer

  Date: 01/10/2022

  
  
  Better Business Bureau:
  
  
  
  Please be advised that as of Saturday, October 1, 2022, CAS has now completed the contract for my purchase of a refrigerator.

• Initial Complaint

  Date:15/08/2022

  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.

  I purchased a ********** Microwave/convection oven on Mar 16, 2022. I got a DM from a representative saying he could get me a better price. He call and we completed the transaction over the phone. I was verbally guaranteed that my Microwave would be available by the time my renovations were done mid April. It is now August and the expected delivery date keeps getting pushed back. Current expected delivery date is now Mid September. I can't get any responses from any representative aside from copy and pasted canned answers. They took a large deposit so I couldn't go and get it somewhere else if I wanted to.
  
  The original representative then lied after the first date change and told me they don't guarantee anything. He has since left the company.
  

  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Dear *******,
  
  Thank you for taking the time to share your feedback.
  
  We regret to learn that your order has been affected by manufacturing delays.
  
  Please understand that, while our sales team has been advised to offer as much information as possible about estimated timelines, our team may have no way of knowing if a particular model has been affected by an unexpected delay.
  
  In cases like this, we usually try to accommodate customers by suggesting alternative models in stock.
  
  Furthermore, please note that if you wish to cancel your order, your deposit would be refunded in full.
  
  Our records show that a senior member of our resolutions team has tried to contact you today to discuss your options and unfortunately could not leave a voice message for your attention.
  
  A senior sales representative has been assigned to further assist you and they shall reach out within 24 business hours.
  
  We sincerely apologize for any inconvenience caused.
  
  Kind Regards,
  CAS
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My kitchen was custom designed around this appliance, an alternative will not suffice.
  
  Had I not received a guarantee that this would be delivered on time I would have sought out an alternative and designed the kitchen around that.
  
  I did speak to a representative and the options presented were unacceptable. Current expected delivery is now Oct, 6 months after my guaranteed date of delivery and the date moves back weekly.
  
  
  Business Response /* (4000, 9, 2022/08/18) */
  Dear *******,
  
  Thank you for your response.
  
  Unfortunately, as advised by our team, the proposed solutions are the only available options at this time.
  
  i) Reselect for an alternative model in stock
  
  ii) We will offer a full refund should you be able to source the appliance
  
  iii) Wait for the unit to come in stock
  
  We can see that it was mentioned to our representative that you were not able to source this appliance anywhere else which, unfortunately, depicts the severe backorder on this particular model at the moment.
  
  An email was sent on August 16th by a senior sales agent, with a list of proposed alternative models in stock and we have not had a response yet.
  
  Kindly review the models and advise if you would like to proceed.
  
  Kind Regards,
  CAS
  
  
  Consumer Response /* (4200, 12, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A list of alternatives was promised within 24 hours, but was never sent.
  
  You are missing the point that I was guaranteed delivery by your representative to receive the microwave 4 months ago.
  
  The level of customer service from CAS is laughable.
  
  
  Consumer Response /* (3000, 13, 2022/08/19) */
  Canadian Appliance Source called me the day after I made the complaint and promised I would be contacted within 24 hours with options. Here we are three days later and..... surprise: no contact.
  
  
  Business Response /* (4000, 15, 2022/08/23) */
  Dear ******* ****,
  
  Thank you for your response.
  
  We can confirm that one of our sales agents contacted you today.
  Compatible models were provided to you however, non of the models provided was of your liking.
  
  As agreed upon with the sales agent, you will wait for the unit to arrive in stock.
  
  Again, we would like to apologize for the delay in the appliance.
  
  Thank you kindly,
  
  CAS
  
  
  Consumer Response /* (4200, 17, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I didn't agree to wait, I have no choice but to wait since your representative **** to me.
  
  Both options presented have abysmal reviews and were not acceptable.
  
  
  Business Response /* (4000, 19, 2022/08/30) */
  Dear ******* ****,
  
  Thank you for your response.
  
  We again apologize for the experience with the delay of your product
  
  However, our sales agent did provide you with options. As a retailer, we have provided you with all the available options to help.
  
  Unfortunately, we do however do not control the manufacturer's production delays.
  
  Please know the option to cancel the order for a refund is still an option if you are unwilling to wait.
  
  Again, we would like to apologize for the delay in the appliance.
  
  Thank you kindly,
  
  CAS
  
  
  Consumer Response /* (3000, 25, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Also the rep who misrepresented you still works for you, he came up in a pop up chat yesterday as I was checking on the status. I guess you just changed his email address so all the customers he **** to had no way to contact him.
  
  *******************************************************************************************
  
  **Update**
  
  I have no choice but to wait.
  
  
  Business Response /* (4000, 27, 2022/09/06) */
  Dear ******* ****
  
  Thank you kindly for your response.
  
  Again, we would express our apologies for the experience you had with the sales agent at the time of purchase.
  
  Please know the sales experience was shared with the agent involved and your feedback was shared with our sales management team to be reviewed directly with the sales agent involved.
  
  Sincerely,
  
  CAS

• Initial Complaint

  Date:06/08/2022

  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.

  Ordered a refrigerator in Nov 2021 from Canadian Appliance Source - paid 25% deposit on a  $2500 item
  Estimated delivery in 4-6 months due to supply chain issues
  received monthly auto emails from the company regarding back order with suggested utilization of their "manage my order" web based application to see the estimated delivery
  Essentially every time I checked this manage my order - it said the ETA was in 1 months time
  It is now 9 months later, I have never heard from the sales rep despite repeated attempts
  
  Today when looking into the matter I discover:
  1. I can still buy this item on their webpage and in fact they estimate new units in Burnaby BC "within several days" - a customer care advisor suggested this impacts me in no way because that is allocated to British Columbia and not Alberta - in essence they are selling units from one store while others at another store wait
  2. it now costs $1000 more than when I purchased the item - expected given inflation, but setting them up for an impetus to allocate new units to new buyers and convince me to cancel my order to buy a new (inflated) option
  3. My sales advisor (who all requests were supposed to go through) is on sick leave and no replacement was provided

  

  Business Response

  Date: 08/08/2022

  Dear ******,
  
  
  
  Thank you for taking the time to share your feedback.
  
  
  
  We regret to learn that your order has been affected by manufacturing delays.
  
  
  
  Please understand that, while our sales team will offer as much information about estimated timelines, our team may have no way of knowing if a particular model has been affected by an unexpected delay.
  
  
  
  We are a distributor, not an appliance manufacturer, and must wait for ********** to deliver appliances to us.
  
  
  
  With the current global crisis, there have been Supply Chain and Logistical concerns that affect all manufacturers and industries.
  
  
  
  In cases like this, we usually try to accommodate customers by suggesting alternative models in stock.
  
  
  
  Kindly note that we have assigned a senior sales agent to assist you and you shall be contacted as soon as possible.
  
  
  
  We sincerely apologize for any inconvenience caused.
  
  
  
  Thank you kindly,
  
  CAS
  
  
  

  Customer Answer

  Date: 09/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Thank you for your response.
  
  
  
  Unfortunately it misses the point. I understand supply chain issues and have been patient for 9 months while receiving no communication from your group. My biggest concerns about your business practices are 1. All inquiries are to be routed through my initial sales rep - he is now on medical leave and no replacement contact person has been assigned (perhaps due to your business model this would not be an attractive role for another sales rep) With long timelines to delivery of product, it seems as if sales rep attrition/leave would need to be something you plan for and mitigate to ensure customer care is maintained 2) the back ordered item is still being sold by your group, and in fact predicts units to be available in BC "in a few days". If your company has already sold this item but not fulfilled that order, it would be best practice to fulfill those prior orders before advertising the possibility of near term procurement for new purchasers. 3) when these issues were raised, the options presented to me were a)wait longer and contact my sales rep (who is not currently working) for any further inquiries. B) cancel my order - this was offered frequently as this item is now sold for $1000 more than my purchase agreement. In my mind it looks as if you are happy to sell this item to new customers at a higher price rather than fulfill prior commitments at a lower price. C) at no point was I able to speak to a manager of any sort, but rather multiply routed to low level sales people who have no motivation to help

  

  Business Response

  Date: 12/08/2022

  Dear ******,
  
  
  
  Thank you for your response.
  
  
  
  Our records show that a senior sales representative been assigned to your order and has communicated alternative models in stock.
  
  
  
  However, as this option has been declined, our resolutions team is looking into how to better assist you.
  
  
  
  You will be contacted by a resolution case manager by August 17th with more information.
  
  
  
  We sincerely apologize for all the inconvenience that this has caused.
  
  
  
  Kind Regards,
  
  CAS

  Customer Answer

  Date: 19/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  It is now the 19th and I have still not heard from the company - despite their recent promise of a response by the 17th

  

  Business Response

  Date: 20/08/2022

  Dear ******,
  
  
  
  Thank you for your response.
  
  
  
  We sincerely apologize for the delay in getting back to you.
  
  
  
  As advised by a senior member of our resolutions team today, we working on having an appliance transferred from a different warehouse on your behalf and it took a little more time than expected.
  
  
  
  We can see that the unit has now arrived and that a pick up has been scheduled.
  
  
  
  We trust that this matter has been resolved to your satisfaction and apologize for the delay in getting this case resolved.
  
  
  
  Kind Regards,
  
  CAS

• Initial Complaint

  Date:06/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ******* dishwasher and refrigerator from Canadian Appliance Source, also known as CAS in October 2021. We spent almost $5000 in total. Unfortunately the dishwasher was defective and was deemed irreparable and needed to be replaced. We asked how long it would take for a replacement and were told it would not be long, perhaps a couple of months by the most. Fast forward to July 2022 and we get a call that the replacement is finally here. Great right? No not great.
  When I unpacked it the bottom front surface was all scratched up. Inside there wasn't any packing. Just water stains, with small particles of I'm not sure what. The installation manual and hardware was missing and the user manual was wrinkled and dirty.
  To say that we were disappointed would be an understatement.
  Now I just a refund for the dishwasher and the extended warranty we purchased and did not use. I have sent almost a dozen emails requesting a refund, but everytime the response I receive is we are sorry and would be glad to exchange it for another model. Or I have approved for an exchange. I have never asked for another exchange not once. It's like they aren't even reading my email. I can't even contact the person to discuss it over the phone. And when I called the customer care line they told me email them again and when I said that wasn't working, the person hung up on me in mid sentence. I was not rude or yelling or swearing or anything other than being polite. This is not how one should treat paying customer, especially if you want a recommendation or repeat business. Unfortunately I will not be able to do either.

  

  Business Response

  Date: 09/08/2022

  Dear ******,
  
  
  
  Thank you for taking the time to share your feedback.
  
  
  
  We regret to learn about your experience.
  
  
  
  Please understand that we receive all appliances factory-sealed from the manufacturer and those would only be unboxed after delivery/ pick up.
  
  
  
  As such, it is impossible for us to know if an appliance is damaged or defective.
  
  
  
  This is why, if reported on time, these issues will be addressed under warranty.
  
  
  
  Our records show that our returns authorization department has approved a return for your dishwasher and that the unit was picked up.
  
  
  
  Kindly note that your extended warranty has also been adjusted.
  
  
  
  The total refundable amount on your order will be processed back to your credit card on file.
  
  
  
  Once processed, please allow 5 to 7 business days for the amount to reflect on your account.
  
  
  
  We sincerely apologize for all the inconvenience caused and any miscommunication.
  
  
  
  Kind Regards,
  
  CAS

  Customer Answer

  Date: 09/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Unfortunately it took over 8 months to resolve and a complaint to the BBB. Customer service is not what it used to or should be.

• Initial Complaint

  Date:24/07/2022

  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.

  I placed an order in March for all new kitchen appliances. At the time the sales rep said that there were two items on backorder, but that it shouldn't be too long. He gave me an estimated date of a couple week later for delivery. Since then the date has been pushed back countless times. When I spoke to someone from customer service after already waiting a couple of months, they said they can ship all the appliances except the wall oven and that the wall oven would be send in about 1-2 more weeks. A couple more months have passed and I am still being given the run around. When I call customer service they refuse to provide any assistance and say I need to speak to the sales rep. When I call the sales rep I get voicemail and my messages are not returned. I have been waiting for over four months and the date is still continously being pushed back. If I had been told honestly how long it would take I would have made another choice. If they had been honest at any time I called in to check and see what the delay is or how long it would be, I would have made another choice. I'm extremely upset by the dishonesy and lack of customer service provided.

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/25) */
  Dear ******* *********
  
  Thank you for sharing your feedback
  
  We would like to wholeheartedly apologize for the experience you may have had with the delay of your ********** ********** wall oven.
  
  We can see that all the other appliances on the order were successfully delivered apart from the wall oven unit. We have been severely impacted by manufacturer delays over the past 2 years with appliances throughout North America.
  
  As such we do understand your frustration in wanting the item to arrive as well as we do. However, as a retailer, we have no control over manufacturer productions. All estimated dates that are provided to customers are a reflection of estimated dates provided to us by the manufacturer. Currently, the estimated date for your ********** ********** unit is set for late August.
  
  A voice message was left to you by your sales representative. Please return the voice message and your sales representative will be happy to assist you with possible reselection models that are in stock and compatible.
  
  Please accept our apology for any inconvenience
  
  Thank you kindly,
  
  CAS
  
  
  Consumer Response /* (3000, 7, 2022/07/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told when I purchased that I would get the appliances within a couple of weeks. When I did speak to the sales rep he talked me into accepting a partial delivery, saying that over 80 of the wall item units had been confirmed to be received from the manufactorer in June and that it would come very shortly. Based on what he said I agreed to a partial delivery and had my kitchen made especially to fit this wall oven. There is nothing available for reselection that would still allow me to have a matching set and not have to remake my kitchen. Had I been given honest and accurate information I never would have accepted a partial delivery, I would have selected another set which is now impossible. I am absolutly disgusted by the service I have received. I have never had such horrible and dishonest service from a business before. My family has been without a over for over 4 months. If I was given honest and upfront information either at the time of sale, or after having called multiple times and given the run around I could have selected something different.
  
  
  Business Response /* (4000, 9, 2022/07/27) */
  Hello ******* and *******
  
  I spoke to you over the phone today
  
  I would like to again wholeheartedly apologize for the delay with your appliance again.
  
  As mentioned, the unit is currently on backorder at the moment as the estimated arrival date provided to us by the manufacturer is August 22nd. That date is an estimated arrival date and is subject to change.
  
  As agreed upon, I will be keeping track of you and providing an update on the arrival of your ********** ********** unit. Please don't hesitate to send me an email via this thread that was sent to you today
  
  Thank you kindly,
  
  CAS

• Initial Complaint

  Date:19/07/2022

  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.

  I purchased a new fridge and freezer from Canadian Appliance Source at the end of July 2021.
  Delivery date: August 4, 2021
  Total paid for both units: $6415.19
  Freezer was delivered with a dent in the side of the door and 2 large dents on the top section of the rear panel.
  Service Tech came and inspected the freezer.
  He agreed that the freezer may have internal damage and that it should be replaced.
  They then said they would replace the door and offered me $150 to compensate me for the damage on the back.
  I said no and that I wanted a full replacement because I was not confident that the freezer was not damaged internally.
  I was directed by the Service Tech to get the door replaced as it may never be offered again.
  I agreed to the door being replaced with the understanding that they would inspect the back for any internal damages.
  The Service Tech returned to install the door and found more damage that I had not noticed originally on the back near the bottom where all the condenser and compressor is located.
  The Service Tech said he would recommend a full replacement of the unit.It has been almost a year with no resolution.
  Reference# VXXXXXXX

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/20) */
  Good afternoon ***** **********
  
  We tried calling you but got your voicemail. We apologize for your experience up until now. We have reached out to the manufacturer for more information. We will follow up with you within the next 48 hours.
  
  thanks,
  CAS
  
  
  Consumer Response /* (3000, 7, 2022/07/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have gotten the same response from CAS for the past year. This why I am finally escalating it to the BBB. I believe the damaged occurred during shipment or delivery. CAS should have inspected the units prior to delivery to confirm they were not passing damaged goods on to their customers. We bought some chairs from **** *** and took 4 months to arrive. They inspected the chairs once they arrived and found some white streaks in the leather. They called us to come look at them and said they would order some more if we didn't like them. That is good customer service. They did not want to have the customer to deal with battling with returns/exchanges after delivery.
  It has now been more than 48 hours and have not received a response. I am expecting one on Monday.
  
  
  Business Response /* (4000, 9, 2022/07/28) */
  Good afternoon ***** **********,
  
  Please be advised that we tried to reach you today. As an exception to your order we have gone a head and approved the return of your freezer. Please contact us so that we can make arrangements to pick up the old unit and deliver the new one.
  
  Best,
  CAS
  
  
  Consumer Response /* (2000, 11, 2022/07/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you!