Complaints

This profile includes complaints for Canadian Appliance Source's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canadian Appliance Source

  2425 Matheson Blvd E Mississauga, ON L4W 5K4

  
• 

  Canadian Appliance Source

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

  
• 

  Canadian Appliance Source

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

  
• 

  Canadian Appliance Source

  G007 - 3487 Wyecroft Rd Oakville, ON L6L 0B6

  
• 

  Canadian Appliance Source

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/01/2025

  Type:Sales and Advertising 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.

  The sales person did not provide adequate information on the models available, I specifically asked for the details on the differences between models. He said 1 thing was different (it has a glass lid vs a solid lid). This is not something I'd be concerned about/a decision maker. The machine does not have a detergent dispenser - that is a deal breaker, and I would not have purchased.
  
  He then offered free delivery and installation. He did NOT advise that installation would negate the ability to return/exchange the product. It has not been used but the delivery people take the packaging away.
  
  ***** did not provide the information as a sales rep that was pertinent, and I have requested an exchange (and of course will pay the difference), which has been 'denied' because it was installed and the packaging removed. **** **** ***** ** *****. **** ** **** * ****** ********, and if the sales rep is not advising clients, then those who are unable to read, or not English speaking as a first language will be absolutely taken advantage of.

  

  Business Response

  Date: 15/01/2025

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

  Thank you for reaching out to us to share your concerns. We would like to apologize for your experience. At the time of purchase customers are required to accept our Terms & Conditions. The specifications were also shared.
  

  Please note that our team will always unbox larger appliances at the time of delivery, as part of our white glove service for easy maneuvering. The ** washer/dryer were installed as part of the services included on your order.
  

  Regarding the exchange of your ** washer, we can see that a Resolution Case Manager has been in contact with you. An exchange has been approved with a reduced restocking charge of 25%. (CAS usually charges 35% for items which are no longer factory-sealed) A discount of $79.00 was also offered on the new unit. Your exchange is scheduled for January 16th of 2025.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 15/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: * ******** **** **** ** ********* ********* ******** * ****** **** ***** **** ********* ** *** ********* **** ****** ***** ** ** *** ******* ***** ********. If the sales rep is obligated to specifically verbally review the policy with the purchaser of high fees and brutal process to exchange a machine as long as you accept what is being offered for no charge, then it's fair.

  Further, the sales rep was not well informed either about the products he sells, or about doing laundry.

  I've accepted the offer with restocking fee AND a delivery fee, just to make this go away and do laundry.  But anyone should be forewarned about the business practice here. 

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

• Initial Complaint

  Date:08/01/2025

  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 bought a gas range from the store as our oven had broken. We paid an extra $179.00 to have them install the oven. The range was delivered by their company on January 3, 2025 and they took our old range away as per our agreement. On January 4, 2025, the gas fitter, provided by Canadian Applianced Source, arrived at our house and after about 45 minutes of trying to install the range told us that the stove was defective and could not be hooked up. We contacted the salesperson who advised us to file a return/exchange form to start the exchange process. We have not received satisfactory communication from this company. They will only speak to us over email and when we ask questions or reply to their requests we do not hear back from them. We have tried calling their customer care line but they never answer. They offer a call back option but never return our call. At this time they are asking for an installation report that states the product is defective so they can investigate but we did not receive a report from them. We have asked for either an exchange in product or a full refund so we can purchase a range from somewhere else. At this time we have no way to cook a meal for my 4 member family. We are unsure of our next step as there doesn't seem to be anyone willing to help us.

  

  Business Response

  Date: 14/01/2025

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

  Thank you for reaching out to us to share your concerns about your ********* Range. We are sincerely sorry to learn that there is an issue with the GAS Stove.
  

  CAS recommends ***** *********** as a third party installation company to its customers. CAS facilitates the process by charging the standard installation fee upfront after which a technician reaches out to the customer to book an appointment.

  Regarding your GAS range, we can see that a Resolution Case Manager reached out to you on January 14th of 2025 to further discuss your concerns. A voicemail was left along with a follow up email. Our After Sales Team have asked for more information in order to better address your concerns.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 14/01/2025

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

  1) We did pay the $179 fee to have CAS hire an installer through ***** **********. It was this installer that told us the product was defective. We felt this would be the better choice so that if there were any problems CAS would respond promptly. This did not happen.

  2) Your Resolution Case Manager did telephone today but as I am a teacher I am not able to answer the telephone during instructional time (the phone call was at 12:38pm during instructional time). I did receive the follow-up email which I responded to in less than 1 minute. The response informed them that the questions they were asking had previously been asked and responded to seven days previously from the same department. * ******** * **** ** *** ******** ** **** *****. The inquires were soley regarding an electric range in which I replied to both emails that this is a GAS appliance and therefore the questions were not relevant. * ** ********* * **** ** ***** ****** ** **** *********

  I have further email and text responses of us (the consumer) asking for help with this matter since January 4th. I still do not have a stove to cook with and therefore have been having to make other costly arrangements to feed my family of 4. 

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

  

  Business Response

  Date: 18/01/2025

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

  Thank you for sharing your response. We can see that your Resolution Case Manager has been in contact with you.

  A replacement of your ********* Range has been authorized and added to your order. We are currently waiting for stock from *********. Once your order is fulfilled, you will be contacted to book an exchange.
  

  Thank you kindly,

  CAS

  Customer Answer

  Date: 22/01/2025

  
  
  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:21/12/2024

  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 ********* microwave/ convection oven on December 4, 2024 from Canadian Appliance Source in Halifax, order # ******** for a total cost of $659.73 I purchased this particular model (*********) as I am currently living in our cottage and needed the convection/bake option. When I tried to bake, first cookies and then a 9” cake, this function didn’t work. There wasn’t enough heat to cook the batter, even after double and then tripling the normal baking time. I e-mailed the sales person I had bought it from immediately so there would be a record of the issue, as I am 3.5 hours from Halifax and knew it would be some time before I would be able to return the item. I got an email saying he was out of the store the next 2 days and given another CAS contact. Their response was for me to contact *********, which I did. *********’s response was for me to return the defective appliance to where I had purchased it since it was still under the 30 day warranty. I drove to Halifax to the Canadian Appliance Source with the defective appliance and the sales person there would not even entertain the thought of a return, an exchange or anything. He gave me a number to call 1-************. The person who returned my call was of no help whatsoever. She simply said”No returns on microwaves” and continued this line as I explained it was defective, not working properly. She advised me to seek a ********* service center. I have reached out to ********* again and the nearest service center is almost a 2 hour drive. I don’t understand how a company can sell a broken appliance and not be accountable.
  I am reaching out for help. I find it incredibly hard to believe that I have been taken in by this company.
  Thank you for any assistance you can give.

  

  Business Response

  Date: 09/01/2025

  Dear *****,
  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience you have experienced with your ********* microwave/convection oven and the challenges you’ve faced in resolving this matter.
  As per our policies, product warranty claims within the first year of purchase are upheld directly by the manufacturer. However, we understand the frustration this situation has caused and, as a gesture of goodwill, we have proactively launched a ticket with ********* to explore next steps and facilitate a resolution for you.
  We recognize the inconvenience of traveling to a service center and have communicated your concerns to *********. We will keep you updated as soon as we receive further information from them.
  In the meantime, should you require additional assistance or have further questions, please don’t hesitate to reach out to us at 1-************. Your satisfaction is important to us, and we are committed to helping you resolve this issue as quickly as possible.
  Thank you for your understanding and patience.
  Sincerely,

  CAS

• Initial Complaint

  Date:02/12/2024

  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 have purchased a 27inch washer on Nov 24th and we picked it up form the warehouse ourselves and brought it home the same day. We purchsed this for our elderly parents that live in a condo unit. Upon bringing the washer at their home me and my brother realized that the washer was too big for their home and right away (withing 45 mins of pick up) called the sales person and adviced him that we need to return this and pick up a smaller washer 24inch. We submitted right away a return form on the website (within an hour) and was talk that the case is now open and we have to wait 48 hours for their response, in 48 hours we received an email in asking more pictures and provided the same, we had to wait another 48 hours for emails to be responded as there is no direct line for us to talk to someone. After that we were asked for more pictures...we asked if someone can call us to have a discussion and clarify the ask, no one responded. My brother after few days brought the washer to the store we purchased it and they did not accept but we were asked to open the entire washer package (we did not open the box originally, e only removed the straps and taped them back after we realized the size was wrong) and provide pictures of the washer from inside. Upon sending these pictures, we received after another 48 ours an email stating that we can odder a new washer but we will be charged a 35% restocking fee on the condition that the unit was remains uninstall/unused with all packaging, which we did. We only open the package because they asked us to do so. If no resolution, we will file a small court claim and **** charge back.

  

  Business Response

  Date: 05/12/2024

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

  Thank you for taking the time to share your feedback with us.We are sorry to hear that the washer initially ordered did not fit.

  Factory-sealed products can be returned for a full refund within 60 days of delivery or pickup. As the box had been opened, the return was subject to a restocking fee.

  We can see that a Resolution Case Manager reached out to you on December 02nd of 2024 to discuss your concerns. Assistance was offered to re-select a compact Midea washer. The restocking fee has been waived as a gesture of goodwill. We have also added a $149.25 discount for the new washer.

  The exchange was successfully completed on December 03rd of 2024.
  

  For any other assistance, do not hesitate to contact us.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 05/12/2024

  
  
  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:26/11/2024

  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.

  Subject: Complaint Regarding CAS's Refusal to Honor 60-Day Return Policy
  
  Dear Sir/Madam,
  I am writing to formally file a complaint against Canadian Appliance Source (CAS) for refusing to honor their advertised 60-day return policy for a product I purchased online.
  I recently bought an ** Range from CAS, expecting the flexibility to return it within 60 days if unsatisfied. However, when I tried to return it, the store informed me that returns are only accepted if the factory-sealed box remains unopened. This is both unreasonable and misleading for the following reasons:
  1. Packaging Removed by CAS Delivery Team: During delivery, the box was opened, and packaging removed by CAS’s delivery team prior to installation. This was part of their standard process, not my doing.
  2. Inability to Test Without Unpacking: It is impossible to evaluate a product like a range, requiring installation and use, without unboxing it. This policy prevents customers from properly assessing products bought online.
  This practice misleads potential consumers to believe that they can return an item if it does not work for them and therefore CAS gains sales that they would not get should their de facto no-return policy was known to potential consumers. This practice is deceitful and does not align with the spirit of a 60-day return policy. At no point during the sales or delivery process was I informed that the box cannot be opened and the original packaging must be retained for a return.
  I kindly request your assistance in resolving this matter. My request is for CAS to honor their 60-day return policy and process the return, as opening the box in which product arrived and the lack of original packaging is a result of CAS's delivery process and not negligence on my part.
  Thank you in advance for your help with this matter. Please let me know if I can provide any additional information.
  
  Sincerely,
  **** ********

  

  Business Response

  Date: 03/12/2024

  Dear
  **** ******** ,

  Thank you for contacting us in regards to your ** range.

  Our records indicate that a Resolution Case Manager reached out and spoke with ******* on December 03rd of 2024. A follow up email was also sent.
  

  As per our Return Policy, CAS does not accept returns of open box products and any products missing parts or packaging.  In rare situations where CAS may at its sole discretion accept an open or out of box product CAS can charge a 35% restocking fee.

  For more information on our return policy, please see below ;  

  https://**********************************************************

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 08/12/2024

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

  I received a response call from Canadian Appliance Source. CAS keeps refusing to honor their 60-day return policy. I need further assistance from you, please, to resolve this issue.
  During the call I received from CAS, they again said that all sales are final, and no product can be returned if the product packaging was opened. It is in direct contradiction with their 60-day return policy. I once again explained that the product is not as I expected and reiterated my request for a return under their stated 60-day return policy. However, they continue to refuse my return against their posted policy.
  As I purchased the product online, there was no way for me to evaluate it without opening the box in which it was packaged and delivered. Refusal to accept the return because the box was opened makes their 60-day return policy false, as it effectively voids the return option for all online purchases. This deceptive practice is further compounded by the fact that effectively the product is being sold as "final sale," a critical fact that should have been explicitly stated on their website and during the sales process.
  This practice violates consumer rights to receive full and accurate information about the sale before it happens. It is against a proper business practice for the business to give a customer false information about their offers.  This business posts false information about their return policy as the actual no-returns practice is fundamentally different from the communicated on-line return policy.
  I request that CAS process a return on the product as per stated 60-day return policy
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 21/12/2024

  Hello ****,

  Thank you for sharing your response with us. We would like to inform you that the 60 Day return policy is applicable to appliances which are factory sealed only. A 35% restocking fee is applied on return of appliances which are no longer factory sealed.

  In your case, the ** range is currently being used and as per our return policy, we do not take back appliances that have been used.

  ''Policy
  Factory-sealed products can be returned at no penalty within 60 of receipt for full refund* CAS does not accept returns of open box products and any products missing parts or packaging.  In rare situations where CAS may at its sole discretion accept an open or out of box product CAS can charge a 35% restocking fee.
  

  No returns or exchanges on used or installed products.''
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 11/01/2025

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

  Dear CAS representative ,
  Thank you for your response. Once again, I demand that you honour your stated 60-day return policy. I am shocked that any business considering itself reputable takes an unfair advantage of their customers by misleading them into making a purchase and misrepresenting the return policy that is one of the major considerations for a purchase. I experience enormous mental and emotional stress due to this situation.
  In your response to my complaint you stressed that your policy only allows for a return of unopened and unsealed products. This clause creates a catch-22 situation by requiring inspection of items at delivery but prohibiting returns of opened products and therefore making it impossible to properly inspect a product without opening. As a customer purchasing online, it is unreasonable to expect that the product could be evaluated without opening the box.
  This policy is unconscionable because it prevents me as a customer from reasonably exercising my right to inspect goods and it creates an unfair advantage for you, the seller.
  The Sale of Goods Act establishes a requirement for fair return eligibility conditions that allow customers to make informed decisions. Further, it establishes the principle that ambiguities in consumer agreements should be interpreted in favor of the consumer.
  For online purchases, there is no practical way for a customer to determine whether they like the appliance or if it meets their needs without opening the product. Your claim that your policy only covers unopened products unfairly penalizes online customers by effectively removing their right to examine the product upon delivery and cancels their ability to use your return policy.
  Given the concerns that your policy is unconscionable and violates the provisions of Sale of Goods Act, I demand that you honor the return of the product in accordance with a fair interpretation of your 60-day return policy.
  I look forward to your prompt response.

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

  

  Business Response

  Date: 28/01/2025

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

  Thank you for reaching out to us and sharing your response. For clarifications, Factory-sealed products can be returned for a full refund within 60 days of delivery or pickup as indicated in our Return Policy. This does not include appliances that have been used.

  For appliances which are no longer in their boxes, CAS can charge a 35% restocking fee upon the approval of the Return request.
  

  CAS is unable to authorize an exchange or return of the ** range as we do not accept returns on appliances that have been used and installed. We apologize once again for any inconvenience.
  

  Best regards,

  CAS
  

• Initial Complaint

  Date:18/11/2024

  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.

  Dear Better Business Bureau,
  
  I am filing a formal complaint regarding Canadian Appliance Source due to their failure to honor a promised reimbursement for a damaged product delivery.
  
  In July, 2024, I purchased a range from Canadian Appliance Source. Upon delivery, the range was found to be damaged, and I refused the delivery, sending the item back immediately. The company assured me that I would be reimbursed $81.85 for the delivery fee. However, despite their repeated claims that the reimbursement has been processed, I can confirm that no payment has been received.
  
  I have made multiple attempts to resolve this matter directly with Canadian Appliance Source, but they have failed to provide evidence of reimbursement or to address the issue appropriately. Their failure to deliver on their promise of reimbursement is unacceptable and has caused significant frustration.
  
  I am requesting the Better Business Bureau to intervene and assist in resolving this matter. Specifically, I seek to have the promised $81.85 reimbursed to me immediately.
  
  Thank you for your attention to this complaint. I have ******** all relevant correspondence and documentation for your review. Please let me know if additional information is needed.

  

  Business Response

  Date: 27/11/2024

  Hi, we see you paid $2,843.35 on July 9, 2024. A refund of $2761.50 was processed on July 15, 2024 and a secondary refund of $81.85 on August 29, 2024 after you escalated the matter to us. *** ******** *****. We encourage that you contact your financial institution as this has been completed on our end. *** ******** ************. 

  Customer Answer

  Date: 27/11/2024

   
  
  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:16/11/2024

  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.

  Transaction date :Oct/26/2024
  Item:** washer and dryer stackable set
  Paid:2990.35
  Issue:it delivered on29thoctober, technician didn't install the dryer .He said this is a new technology that I m not familiar , I can not install.I called the store next day to call for somebody , they said this is just a plug inmachince since no venting .I plugged in by myself then I realized dryer’s door is not closing , not locking.Again I called the store , they refer the manufacturer, they said they can not replace without ** technician authorization. I contact with ** , they send a technician on November 14and replaced the door , and technician said this is a lie to need an authorization by them.They provide only repair warranty , nothing about authorization. After technician left, I tried to use the dryer at first time , but was not working properly, throwing en error on screen about drain hose which is never installed. I did almost 10 different call between ** and CAS customer support, When I try to connect with sales manager in north store (Mr.*****)he was extremely **** and just hung up the phone , I m fighting since the first they , no response no apology no offer help, they refuse to replace or return

  

  Business Response

  Date: 30/11/2024

  Dear Kubra Ozyasar,

  Thank you for reaching out to us to share your concerns.We are sincerely sorry to hear about the issue you are experiencing with the ** dryer. Due to the dryer being ventless, the delivery team was unable to assist with the installation.
  

  We can see that a Resolution Case Manager reached out to you on November 27th to further discuss your concerns.

  We have offered to reimburse you $54.95 + tax as a gesture of goodwill.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 02/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it's not acceptable apologize

  for showing good indeed after a solution not by store by brand in 35 day. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/11/2024

  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 purchased a cooktop and delivered, within three days the cooktop exploded on its own while the stove was in off mode with no light or warning. Called support and sent to manufacturer who in turn sent technician to verify that it was not caused by user, everything checked, installed properly and faulty temperature control, manufacturer refused to replace and opt for repair. I have contacted after sales support numerous time and NO ONE can make decisions, only responded once, live person gives you the stalls and run around and shift blames. In the meantime I was left to WAIT ( for whatever reason with no clarification). I asked for return and refund, again, NO ONE can make decision and ask to to go around and talked to after sale ( who only deal with email with no response) live person has no control nor power, ask me to write. I wrote so many time to dead air.
  I had to deal with no cooking element, frustration and to say the least the fright of the explosion, no one listen and show any sign of apologies and inconvenience it cause us. Worse experience ever, they should not be allow to run a business in town
  .

  

  Business Response

  Date: 09/12/2024

  Dear ***** ***,
  

  Thank you for contacting us. We are sorry to hear that your ***** Cooktop exploded. We can see that the Cooktop was delivered on October 23rd of 2024. The issue was reported to us on November 01st of 2024 by email.

  Please note, CAS receives all of the products we sell directly from the manufacturer, in their original packaging. We do not sell refurbished appliances.

  As such, we have no way of knowing if an appliance is defective. This is why all our products come equipped with a minimum of one year’s manufacturer’s warranty, to ensure that they are able to stand in and address. 

  In the email, it was indicated that the Cooktop had been diagnosed by Repair Asap Ventures. Our After-Sales Team reached out to ***** to escalate the matter on your behalf. As per ***** they need to proceed with repair.

  We have been informed that the parts are expected to arrive on December 09th. Once the technician receives the parts, they will contact you to book a repair.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 09/12/2024

  
  
  Complaint: ********
  
  
  We are rejecting this response because:

  We did receive the cooktop on 23rd and installed on 25th, exploded on 28th evening, immediately contacted ***** support whom assigned technician to check on proper installation.  Technician confirmed it was a factory fault and suspect that might be the temperature control panel underneath the tempered glass.

  Technician suggested that they could order the part and replace the glass top which to come. We called ***** and they cannot 'gurantee' that is the source of the issue and can only try.

  We have texted Salesman same day and called customer service, both told us they have no authority to handle the problem and can only email afterale support by email, they don't have any 'live' person to talk to.

  The cooktop cannot be operated, not just the cosmetic issue, its ultimately dangerous to leave connected; I have to turned off braker to avoid further explosion.  After technician's evaluation,  we have to contact my Electrician to come and disconnect the new purchased cooktop and reconnect my old cooktop (forturnately I have to deliver to the one who purchased my old cooktop).  

  We have packed up the cooktop and suggested to return to the shop which was delcined, now sitting in storage. We will absolutely not accept the repair since there is no gurantee the temperature control was the source of the explosion and tested for further damage or malfunction. ***** said if that doesn't work they will look at further repairs.  We are doubting how anyone can determine the damages by not looking under the glass, the problem could be the control panel wiring etc. We lost confident and feel stressed and would be traumatized to the thought of turning on the cooktop and worry if it would explode again.

  We feel that CAS has the responsibility to deal with their supplier and they can very well repair the product at their shop, I have extensive damages which I didn't claim, install, uninstall and re-install as well as the inconvenience to wait 2 days for Technician to come, we were left with no cooking element but to eat out.

  At this point, we will not accept whatever parts they ordered and have no way of repairing while is not connected. It has been over 5 weeks plus, and no consumer should be expected to have no resolution and left to deal with it ourselves.

  We originally requested a replacement and willing to wait a few days or a week for it to come, but since the experience, we would not ever want to deal with this company anymore.  

  
  Sincerely,
  
  
  
  ***** ***

  

  Business Response

  Date: 26/12/2024

  Dear ***** ***,

  Thank you for sharing your response with us. While we can understand your concerns, please be advised that ***** has indicated that the cooktop is repairable under warranty.

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

  The manufacturer has indicated that the parts have arrived since December 09th and they are waiting for your approval to proceed with replacing the damaged parts.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 08/01/2025

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

  I do not feel that a cooktop that was installed properly for THREE DAYS and exploded while its in cold position is safe to use, 'repairable' or reinspection of the entire cooktop control system is essential to ensure safety.

  While it says its repairable but no guarantee the parts that arrives is the source of the problem, we are in no position to risk our safety and have already been placed in an extremely inconvenient position for weeks after purchase.  We had to uninstalled the problem cooktop to replace with our original cooktop for the time being.  

  We are not re-installing he problem cooktop to facilitate the repairs, we feel that CAS can very well take the cooktop back to their store and repairs and test to their content without risking our safety.

  We have no confidence in the product as well as the service is being provided and demand for a refund so we can get on and replace with a stove that provide safety and satisfaction result.

  Sincerely,

  
  
  
  ***** ***

  

  Business Response

  Date: 11/01/2025

  Dear ***** ***, 

  Thank you for sharing your response with us. While we understand your concerns, please be advised that all Product defects are subject to the manufacturer's warranty. When a customer purchases an appliance, it comes with a one year manufacturer's warranty to ensure that that manufacturer steps in to address any issues with a faulty appliances. 

  These include diagnosis from a certified technician and part replacement. 

  Thank you kindly, 

  CAS
  

  Customer Answer

  Date: 15/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I feel that the product went wrong within two days of installation, not a reasonable or acceptable fault to be repaired.  I have been left without a functionable products for over two months, and no guarantee the fix will resolve the explosion issue.  We demand to have refund.

  Cooktop has been removed and packed ready to be returned.  I refuse to have it re-installed to be repiaired and risk our safety. Refund is the only acceptable resolution.

  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:05/11/2024

  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.

  My husband and I purchased $40,000 in appliances from Canadian Appliance Source in Bayers Lake, Nova Scotia. Two of the items were a ***** 800 fridge and freezer (separate units).
  
  When these units arrived, it was determined that they were missing front panels which were displayed as stainless steel panels both online and in our order confirmation photos. Our sales representative, ***** ******, advised at time of purchase that we needed to purchase a heating element for between the two units (which we did), but made no mention of front panels.
  
  The items were delivered to our home (under construction), and not signed for by either myself, nor my husband. The delivery driver left the boxed items in our kitchen. Canadian Appliance Source stated we are unable to return the items because we did not refuse delivery. The items were delivered completely concealed in boxes, and neither of us were there to decline the delivery.
  
  We want Canadian Appliance Source to either send us the stainless steel doors/handles at their own expense, or accept the return of the fridge and freezer with a full refund (for those items only). They have declined both stating that we were provided a description of the items which is false. All documentation we have clearly shows the units with stainless steel panels affixed to the unit, and at no time during purchase process in person were we told otherwise. The company has an obligation to properly represent the items in which they are selling, which they have failed to do.
  
  We have given the company multiple opportunities to correct their error and they refuse. We would have happily paid the $1800 with our original purchase if this was made clear to us at the time. It is not the customer responsibility to now pay for their misleading imaging and uninformed sales representative. We are prepared to move forward with small claims court if we cannot reach an agreement with Canadian Appliance Source within the coming weeks.

  

  Business Response

  Date: 09/11/2024

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

  Thank you for reaching out to us to share your concerns with us. We found your order (********) order under the name ***** ****. We can see that the appliances were delivered on October 22nd of 2024.

  The ***** fridge and freezer is listed as panel ready on our website. For more information please see below:

  ***** ********* Series ********** Column Refrigerator, 30 inch Width, ****** **** Certified, Counter Depth, 16.8 cu. ft. Capacity, Panel Ready flat hinge, ***** voice control, Intelligent Inverter Technology

  We can see that a Resolution Case Manager reached out to you on November 08th of 2024 to discuss your concerns. The panels have been ordered at no additional cost to you and will be shipped once available.

  Fridge panel- $898
  Freezer panel-$798

  Thank you kindly,

  CAS
  

• Initial Complaint

  Date:30/10/2024

  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.

  ******* ******** kitchen hood was forgotten to be put on the garantee. It’s the past 8 months it’s not working . Contacted the salesman M. N. and did nothing about it.
  Repair or exchange would be appreciated since it’s my fault that it was not put on the garantee.
  Thanking you in advance *****.

  

  Business Response

  Date: 02/11/2024

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

  Thank you for contacting us. We are sorry to learn about the issues you are experiencing with your ***** range hood.

  We can see that the appliance was delivered On May 11th of 2021. All appliances that we sell come equipped with a one year manufacturer's warranty.

  A Resolution Case Manager reached out to you on November 02nd to discuss your concerns and left a voicemail. Your file has been escalated to the manufacturer ***** in order to find a Resolution.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 10/01/2025

  Hello,

  The problem has not been solved with CAS after sales with Treshna. She keep contacting the company ***** and got rejected two times for repairs but it is not their responsibility to solve this problem since it is the fault of CAS for not adding the hood on the guarantee at the time of purchase. I bought 7 appliances and only 6 were put under the guarantee by the fault of the sales man. I would appreciate if CAS would assume the responsibility of having it either repaired or replaced. 

  

  Business Response

  Date: 17/01/2025

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

  We can see that our Resolutions Team have reviewed your file. They reached out to you on January 17th of 2025 and suggested that you purchase an extended warranty plan for the ***** range hood following which we will reach out to the extended warranty company ** ******* **** and submit a request for a Late Registration.
  

  Thank you kindly,

  CAS