Important information
- Customer Complaint:Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.
Complaints
This profile includes complaints for Canadian Appliance Source's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 383 total complaints in the last 3 years.
- 154 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:30/10/2024
Type: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.
This dispute is about the colour of a new fridge I purchased from CAS.
On October 16th I made a phone order of a matte black coloured **** fridge.
The CAS website link to the specifications of the fridge was supplied to me by Alexander C., a salesman with CAS.
The description and photos on the CAS website depict a black fridge and I instructed the salesman to proceed with the sale based on that information.
On October 22nd, the fridge was delivered with the protective shrink wrap on it.
After the delivery crew left I proceeded to remove the wrap and noticed that the fridge is grey in colour with tags indicating the fridge colour as black slate and not matte black as promised.
The model number of the fridge received also does not match the model number of the fridge ordered.
I informed the CAS sales office of their mistake and they told me to fill out a return ticket, which I did immediately.
The After Sales department which handles the return tickets responded to my request and started looking into my complaint.
After a week of email discussions the After Sales department concluded that the return ticket is declined as the **** black slate is the correct colour.
The fridge model number mismatch was attributed to the **** model numbering methods.
Initially I attempted to pursue an exchange for a different fridge in black colour, but now after the return has been declined I would like to ask for a billing adjustment made on the purchase price.
The fridge is currently in my kitchen and has not been further unpacked, plugged in or used.
It is in showroom condition.
The reason I wanted a black fridge was too match all my other black kitchen appliances.
Please refer to attached photos and documents.
Thank you.
**** ********
Business Response
Date: 06/11/2024
Dear **** ********,
Thank you for contacting us to share your concerns. We are sorry to learn that you are not pleased with your appliance - **** Refrigerator
Our records show that our After-Sales Team contacted the manufacturer as well as our Purchasing Team for further clarification.You may find the Explanation below:
''While the **** collection is called “Matte Black” the color swatch is black slate, this should explain the color sticker. All of the items in the matte black are this color.''
We can see that you are in contact with our After-Sales Team in regards to the exchange of the product.
Thank you kindly,
CAS
Customer Answer
Date: 06/11/2024
Complaint: ********
I am rejecting this response because:
I did not buy the fridge from a ** sales office, I bought it from CAS.
CAS lack of knowledge about the products they sell and the erroneous advertising on your website should not come at the expense of your customers.
CAS website specifically identifies the fridge colour as "matte black" not "black slate".
The photo of the ** **** fridge on the CAS website is either deliberately altered or erroneously misrepresented if it represents the colour of the fridge I received.
In either case, I was (and quite possibly Alexander also) deceived by the incorrect information on the CAS website.
At the time of the negotiation, I was also very specific with your salesman Alexander C. as to the colour of the fridge that I require.
I received a "black slate" fridge colour after Alexander C. ordered a "matte black" fridge, not to mention that the model number of the received fridge does not match the model number of the ordered fridge.
I believe that CAS completed the sale of this fridge while providing inaccurate information during the sales process.
I was hoping for a quick and mutually beneficial resolution in this matter, but I must conclude that I'm alarmed with the level of after sales care you show to your customers.Charging me a 25% restocking fee for a fridge in the wrong colour just adds insult to injury.
Sincerely,
**** ********Business Response
Date: 16/11/2024
Dear **** ********,
Thank you for reaching out to us.We are sorry to hear that you are not pleased with your appliance.
Please be advised that CAS receives all specifications/manual of the products that we sell directly from the manufacturer.
As per the manufacturer ** ****, while the **** collection is called “Matte Black” the colour swatch is black slate, this should explain the colour sticker. All of the items in the matte black are this colour.
We kindly advise you to reach out to our After-Sales team should you wish to proceed with the exchange of the refrigerator.
Thank you kindly,
CAS
Customer Answer
Date: 22/11/2024
Complaint: ********
I am rejecting this response because:The seller promised to sell me a matte black fridge and delivered a black slate fridge.
The fridge I received is not the fridge that CAS advertised on their website.
Sincerely,
**** ********Business Response
Date: 30/11/2024
Dear **** ********,
CAS receives all appliances directly from the manufacturer. CAS does not manufacture any of the appliances that we sell.
As per the manufacturer GE ****, while the **** collection is called “Matte Black” the colour swatch is black slate, this should explain the colour sticker.
Thank you kindly,
CAS
Initial Complaint
Date:02/10/2024
Type: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 glass on my oven door has shattered for the 2nd time.
The oven is only 3.5 years old. When it happened the 1st time it was a nightmare. I got the run around and then finally the replaced the glass. Last night it happened again. Glass shattered all over my floor. They again want to only replace the glass. This is a huge problem and someone could get hurt. I want a new oven since obviously there is an issue. What if it went in my eye or my kids eyes. My daughter was baking a cake for my son. This was very scary and this should not happen. I see on line that many many people have this issue but ********** will not recall it. This is dangerous and unacceptable.Business Response
Date: 07/10/2024
Dear **** ****,
Thank you for reaching out to us to share your concerns about your ********** stove. We regret to learn that the oven door is damaged. We can see that the appliance was delivered in February of 2021.
Unfortunately, this issue is not covered under the extended warranty provided by ** service plan. Their Terms & Conditions can be viewed in the warranty plan document.
Our After-Sales Team have contacted the manufacturer to escalate the matter on your behalf. They would like to offer you a discount on parts should you wish to replace the door.
An email was sent to you regarding this. For any further assistance, we advise you to kindly respond back to the email that was sent on October 07th of 2024.
Thank you kindly,
CAS
Customer Answer
Date: 08/10/2024
I am writing to let you know that the solution provided by Canadian Appliance is an awful solution. So they asked me to call in to see what discount I can get on the glass and first of all the guy was clueless as to what I was talking about. Finally he said I can get the glass for 100$ but that it won’t be in until Nov 26. I have 2 kids I am raising on my own and they need to eat, as do I. This is unacceptable and to top it off they won’t even install it for me. He also said even if I wanted it, he couldn’t help me because his system wasn’t working. He didn’t sound like he even knew what he was saying.
Please advise on next steps please as I have no stove to cook for my kids.
Thank you so much,
****Business Response
Date: 11/10/2024
Dear ****,
Thank you for sharing your response with us. Once again, please allow us to apologize for the issues with the oven door.
Please understand that as the appliance is no longer under warranty, the manufacturer has offered you a discount on parts as a gesture of good faith.
As an authorized retailer, we have done all that we could to ensure your concerns were addressed accordingly.
Thank you kindly,
CAS
Customer Answer
Date: 15/10/2024
Complaint: ********
I am rejecting this response because: it is bullshit! You won’t even install the glass For free!! I am a single Mother here! Also again, how do you expect me to feed my 2 children for the next month and a half????!!!!
your product is awful and you know it. it’s all over the internet. Since YOU can’t get me the glass and install it, you should be giving me another oven with the same value!!!! Warranty should have nothing to do with it!!! No ovens do what yours did, twice in 3 years!*** ***** was also contacted from *** on this situation
Give me a better solution then a piece of glass that I can’t install and that is available in over a month!!!!
Sincerely,
**** ****Initial Complaint
Date:14/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello,
We purchased a refrigerator last week and was delivered on Sept. 11th.
The top freezer door of the fridge had 2 dents on it possibly from the warehouse (as they claimed) but we did not notice the dent until a few hours later due to the material; stainless steel.
We noticed the dent when we stood from a distance to look at the fridge. The angle of how you’re looking at the appliance is also a factor to be able to see the aforementioned damage.
We referred back to a photo we took when delivery guys were handling the fridge and sure enough, if you zoom into the photo, you will see the damage (right by his hand). This proves that the fridge was already flawed before it even entered our building.
The store is only offering a 15% refund but I know it will cost more than their offer to get this fixed.
We would like to receive atleast 25% of the total amount paid or a freezer door replacement.
Please advise.Business Response
Date: 20/09/2024
Dear
**** *******,Thank you for reaching out to us. We regret to learn that your ** refrigerator arrived with a dent on the freezer door.
Please note that CAS does not manufacture any of the appliances we sell. As such, we have no way of knowing if an appliance is damaged.
Damage compensations are offered based on the intensity of the damage and how said damage affects the functionality of the unit. In this case we offered you 15% compensation or $163.43 CAD-
Our records indicate that a Resolutions Case Manager reached out to you on September 20th of 2024 and offered to replace the freezer door panel. Note that the door replacement will be done at the cost of CAS. This includes parts and labour.
Thank you kindly,
CAS
Customer Answer
Date: 01/10/2024
Complaint: ********
I am rejecting this response because:
The replacement door that the technician replaced our original unit with, DOES NOT have the ** logo we wanted. It doesn’t seem like an OEM part and therefore we can not accept this resolution.Please send an original freezer door that HAS the ** logo emblazoned on the unit as that’s we paid for. We are willing to wait until this original part is available if CAS can provide a reasonable timeline.
We just want what we paid for and move on with our lives. Thank you!
Sincerely,
**** *******Business Response
Date: 03/10/2024
Hello ****,
Thank you for reaching out to us.
We regret to learn that the replacement freezer door did not have an ** LOGO. Our After-Sales Team have contacted the manufacturer on October 03rd of 2024 to escalate the matter on your behalf. All parts come directly from the manufacturer and not CAS.
We placed an order for the ** LOGO with the manufacturer - Reference Number # ***************
The part will be shipped directly to your address on file within 7-10 business days. For any other questions or concerns you may contact our After-Sales Team directly.
Regards,
CAS
Customer Answer
Date: 15/10/2024
I just received an alert that my complaint has been closed.
My apologies but please Do Not close this complaint yet as we have not come to an agreement yet with CAS (Canadian Appliance Source). I was under the weather last week therefore, was unable to reply accordingly.
We are not satisfied with the solution they are suggesting; They replaced the freezer door with a generic door and they’ve ordered us an “** sticker” logo to attach to the freezer door replacement.
The amount of effort they are putting in this formal complaint is astounding to us, because we continue to go around in a circle when the only solution we care to entertain is to just replace the freezer door with an original ** marked OEM product since they would not replace the whole unit (despite us paying for a brand new product). They even replied to our email to inform us that their decision was final and we are to receive this sticker logo “soon”.
Please note I have included my partner, ******** on this email so he can respond accordingly.
Please advise us as to what the next step should be.
Kind regards,
****Business Response
Date: 16/10/2024
Dear ****,
Thank you for sharing your concerns with us. We do hope that you feel better soon.
We can see that our After-Sales team contacted the manufacturer ** as soon as the matter was reported to us by BBB. ** indicated that they will order the LOGO and send it to you directly by post.
We apologize for any inconvenience caused due to this.
Thank you kindly,
CAS
Customer Answer
Date: 19/10/2024
Complaint: ********
I am rejecting this response because:We would like the EXACT door to be sent to us, the money we paid was for a Brand New fridge (not a floor model, nor refurbished in any way).
This “replacement door” was a generic door and DID NOT even have the “**” logo. Our original door had the ** emblem embossed right on the door itself. This was one of the reasons we chose that specific model.
We would like the same door that we paid for. NOBODY wants an after market “** sticker”or any kind of sticker to be on their brand new fridge. This may just peel off overtime.
In all honestly, I’m sure you would feel the same way if it happened to you.
Please choose to do the right thing by your customers. This first experience with your company has been such an unpleasant and stressful one.
We appreciate your attention and the right resolution on this matter.
Thank you.
Sincerely,
******* *. (& **** *.)Business Response
Date: 09/11/2024
Hello ********
Thank you for reaching out to us. We can see that photos of the door replacement along with the LOGO have been requested by our After-Sales Team.
Kindly provide the photos in order to determine our next steps.
Thank you kindly,
CAS
Customer Answer
Date: 18/11/2024
Complaint: ********
I am rejecting this response because:
We are not being provided with the solution that benefits the customer at all.Please send us a 25% refund cheque instead of continuing to order more ** stickers and charging a technician to “install” a sticker on our freezer door. I’m very baffled by how ** can’t provide us a proper replacement door our entire unit.
This definitely was not handled well and quite unethically in our opinion.
Sincerely,
**** *******Business Response
Date: 21/11/2024
Dear **** *******,
Thank you for sharing your response. We can see that your file has been escalated with the ** Executive Team.
An email was sent to you on November 21st of 2024. We would also like to note that CAS was billed for the freezer door replacement (parts and labor)
Email from **:
''EST Representative (** Canada Executive Service Team)
Nov 20, 2024, 11:11?a.m. EST
Hello,
Thank for reaching out to us.
We apologize for the experience
A Case Manager is currently working on this customer's file , who will be in contact with the customer in order to provide the resolution we can offer.
This ticket will now be closed, please feel free to re-open the ticket if you require any further assistance.
Thanks for choosing ** Canada''Thank you kindly,
CAS
Initial Complaint
Date:15/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased 15k worth of appliances and had them delivered April 8th during the eclipse. The delivery guys were aggressive and had me sign the papers before my wife even removed the plastic from the appliances. As she was removing the plastic we told the delivery guys the fridge has 4 massive dents on each door and the bottom door has scratches. They refused to take the appliances away and told us to contact canadian appliance source. We did so while the delivery guys were still at the house and all we were told were to take pictures and submit a claim online. The next day it was denied. We escalated this as it was denied because the pictures they reviewed were the ones the delivery drivers took of the appliances still with the wrapping all over them. They are refusing to replace the fridge.
On top of the fridge the bottom drawer of our stove doesnt close all the way which is needs to because it is a baking drawer. Another defective appliance we were given. Again submitted a claim and they just deny claims and send customers to ********* to figure it out. Now we have two appliances worth 8k that are damaged sitting in our kitchen with no timelines for repair.Business Response
Date: 20/04/2024
Dear ****** ********,
Thank you for taking the time to share your concerns with us.
We regret to learn that your ********** refrigerator and range arrived damaged.
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.
A service call has been initiated for each appliances and an appointment has been booked.
We can see that the appointment for the fridge was scheduled for April 15th and the appointment for the range was scheduled for April 19th.
Please contact our After-Sales Team at [email protected] if you are still experiencing issues with the appliances.
Thank you kindly,
CAS
Customer Answer
Date: 22/04/2024
Complaint: ********
I am rejecting this response because:The fridge ********* is replacing all three doors, which seems ridiculous for a brand new appliance.
The stove however, the technician came on April 19th and inspected the oven. They noted the bottom drawer is damaged, but also that behind the stove underneath where the gas line is hooked up that it is warped there. ********* told us that this is on CAS to replace as it is a safety issue. In addition, they found that the main oven door frame also isn’t attached properly. When we turned the oven on the heat does not seal, which makes this oven a safety concern. We want the oven replaced. We were also told that even if new doors were ordered for the oven, the would likely cause the same seal issues.
we escalated this with CAS and they are not getting back to us. ********* said it is an issue that needs to be dealt with CAS. We have a brand new stove that we can’t use now for safety concerns.
Sincerely,
****** ********Business Response
Date: 27/04/2024
Dear ****** ********,
Thank you for your response.
As per our records, we can see that a Resolution Case Manager reached out to you on Wednesday, April 24th of 2024.
Your file was escalated with the manufacturer **********.
Since it is not confirmed that the damage occurred before or during delivery, the manufacturer has authorized a replacement under warranty which is being processed through CAS.
A replacement has been added to your order and your delivery for the new range is booked for Monday, April 29th of 2024.
In regards to the refrigerator, it has been noted that you agree to receive replacement door panels on all 3 doors.
Once again we apologize for the inconvenience caused due to this matter.
For any other assistance, you may contact your Case Manager.
Kind regards,
CAS
Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a brand new fridge on Jan 5th and when fridge a delivered delivery guys told me to connect after 2 hours. When I connected it was right away water leaking from the fridge. I contacted sales person Morgan to take the fridge back and get me a new one. She told they can't return once it's plugged in and asked to reach out to the manufacturer. It's been a month we are back and forth emailing but no one came to look after the fridge. How is it fair to deliver a broken fridge and ask me to deal with manufacturer.
Please talk to the CAS, Whitby and get my money back so they can take away the fridge.
I have emailed and called 100s of times with no result.
Thank you
*******Business Response
Date: 09/02/2024
Dear BBB,
Customers have received the fridge on Jan 13th and report the issue on the same day regarding the leakage.
We have scheduled service for all customers to have the issue resolved. Service call was refused by the customer at first then later accepted.Customers have reported that the leakage issue was resolved by the service technician on Feb 5th
At the same time, customers have advised that the fridge surface is bumpy not smooth which we are currently assisting customers with.
Thank You,
CAS
Customer Answer
Date: 09/02/2024
Complaint: ********
I am rejecting this response because: I told the business about this fridge being bumpy and not properly finished. I advised them to just to take back and bring a new one but their staff couldn't finish until I take the service to fix the water line. Now, we are back to square one. If they had replaced the fridge on day one this would have saved lot of time and efforts.I spent 100s of hours chasing different people, sending emails, reaching out BBB, reviews and still not problem solved.
Please assist me with this on going issue. Refund my money.
Sincerely,
******* ******Business Response
Date: 21/02/2024
Dear ******* ******,
Thank you for taking the time to share your response with us.
Please accept our sincere apologies for the issues you are experiencing with the refrigerator.
Please note all unit defects are subject to the manufacturer's warranty. At this time a service call is required to address your concerns.
As per our records, an email was sent to you containing the Service Provider Information.
Reference number - **********
The assigned technician will contact you within 2 business days to set up an appointment for the unit.
Thank you,
CAS
Customer Answer
Date: 23/02/2024
Complaint: ********
I am rejecting this response because: I have been dealing with these companies back and forth for over 2 months. They are just playing the blame game.
Sincerely,
******* ******Business Response
Date: 02/03/2024
Dear ******* ******,
Thank you for your response.
Please understand that we do not have any intention to delay the process for our customers.
When an appliance is defective, it has to go through the manufacturer's warranty.
As per our records, a service call has been dispatched to ***** ********* ***** * ********
We can see that our After Sales Team have reached out to the service provider to request an update on the repair.
Thank you kindly,
CAS
Customer Answer
Date: 05/03/2024
Complaint: ********
I am rejecting this response because: ***** ********* called after several months attempts and then said it is not repair and it is dents so we will get back to you. Then no one returned calls and it's been 6 months and I am stuck with bad shape fridge.Please help me to replace or refund or at least give me 50% back for this defect fridge.
Sincerely,
*******
******* ******Business Response
Date: 11/03/2024
Dear ******* ******,
Thank you for your response.
As per our records, we can see that our After-Sales Team is currently assisting you with your request to have monetary compensation for the ********** refrigerator which was delivered on January 13th of 2024.
Damage compensations are offered based on the intensity of the damage and how said damage affects the functionality of the unit.
Our After-Sales Team will be happy to will follow up with you once they receive an update from the manufacturer.
Kind regards,
CAS
Customer Answer
Date: 17/03/2024
Complaint: ********
I am waiting for the. response
Sincerely,
******* ******Business Response
Date: 26/03/2024
Dear ******* ******,
We can see that the manufacturer processed your refund on March 13th of 2024 through a Virtual Payment.
An email was sent to you on March 13th regarding the refund.
Kind regards,
CAS
Initial Complaint
Date:18/01/2024
Type: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.
Cost: $968.00 + taxes = $1084.16 (first part paid when ordering the unit. Last payment when I picked it up.
Final payment and pickup date: 11/21/2023
I called the store right after picking it up. They said as long as I submitted the form before 7 days I could get a new one.
Mon, Nov 27, 2023 <- Submitted the request to the business (have email)
After submitting it was noted that "Replacement was declined". even though part of the unit had been melted from the factory and a part was missing from the packaging.
Since this date I have followed all requests from CAS. The company has never contacted me. I have had to send many emails to even have the ***** rep come out to verify it couldn't be repaired through a tech. It needs to be replaced.
After waiting almost 2 months to allow CAS to resolve the issue I have lost patience. I think I have given them more than ample opportunity. Not once had they ever reached out without me needing to send multiple emails in advance. Even the last email was...
"I apologize for the delay; I will contact the manufacturer this morning to get an update on your file and see what we can do to have this handled for you as soon as possible."
Again the item was damaged from the factory *Rubber was melted" on the outside of the unit. It also was missing the kick plate.Business Response
Date: 18/01/2024
Dear ***** *********,
Thank you for taking the time to share your concerns with us.
We are sincerely sorry to learn that you are still experiencing issues with your ***** dishwasher.
Please understand that CAS does not manufacture any of the appliances we sell and that all appliance defects would be the responsibility of the manufacturer as they hold the warranty.
Your complaint/request mentioned that one kick plate was missing and the rubber/seal on the outside was damaged.
As per our records, we can see that our After-Sales Team have escalated your file with the manufacturer ***** on January 16th of 2024.
Please note that your file #4104021863 request is still being reviewed by ***** Service Management.
Our After-Sales Team will follow up with you once they receive an update from *****.
Once again we would like to apologize for any inconvenience caused due to this.
Thank you kindly,
CAS
Customer Answer
Date: 21/01/2024
Complaint: ********
I am rejecting this response because the machine ARRIVED damaged and the part that is DAMAGED can not be repaired (As per the ***** technician that came out) He also said he had never seen a company do this where when a device arrived Damaged that they wouldn't take it back.I requested an exchange (NOT RETURN). It has been over 2 months now and this is not acceptable. I still have all the original packaging.
Sincerely,
***** *********Business Response
Date: 27/01/2024
Dear ***** *********,
Thank you for your response.
Please be advised that CAS does not take back any appliances which have been used or installed.
In your return request submission on November 22rd of 2023, you marked the dishwasher as used and installed.
''The machine works fine and installed however I would like a discount for the damage and be given the missing kick plate pieces''
In light of this, CAS contacted the manufacturer and a service call was set up as per *****.
As per our recent records, we can see that the Management Team at ***** is offering compensation to keep the unit as-is since it is cosmetic damage that does not affect the functionality of the unit.
Thank you kindly,
CAS
Customer Answer
Date: 15/02/2024
I have not received the payment nor have I received the part.Business Response
Date: 21/02/2024
Dear ***** *********,
Thank you for your response.
As per our records, we can see that our After-Sales Team have reached out to the manufacturer ***** to track the status of the shipment for the parts.
An update will be provided once the manufacturer gets back to us.
Thank you kindly,
CAS
Customer Answer
Date: 23/02/2024
Complaint: ********
I am rejecting this response because:I haven't received the money, nor the part. I understand that the Part has been shipped already (I have the tracking number)
When I have received BOTH , We can close the case.
However I got an email that stated it could be up to 2 months and I haven't received any a concession letter. Please see the email I got when I followed up with CAS.
Good morning *****,
Please see below.
''As for the compensation; Management will process the request as soon as we receive the get go . We will send a concession letter to the customer and issue a payment request to our bank as soon as we receive the returned signed letter. Typically a cheque gets sent by mail within 30-60 days to the customers’ address. ''
Thank you,Treshna
Sincerely,
***** *********Business Response
Date: 02/03/2024
Dear ***** *********,
Thank you for your response.
While we understand your concern to receive your refund, please know that CAS does not have much control over when the manufacturer decides to release the concession letter to you.
They have a process to follow.
Thank you,
CAS
Initial Complaint
Date:15/12/2023
Type: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 recently purchased a fridge from Canadian Appliance Source. I viewed the website and purchased over phone because I didn’t realize they had local retail locations. I was trying to buy a counter depth fridge and thought I had the right model # but just in case I asked the salesperson if I could return it and he said yes, within 30 days. I got home from work to check the product, plugged it in and slid it into its location and realized it was a standard, not a counter depth. I contacted CAS and they told me to fill out a return form. I did so and when I received the response the following day they said it couldn’t be returned because I had plugged it in? ?? Now I am stuck with a $2,200 fridge that doesn’t fit in my kitchen.
I think the salesperson should have made me aware of these details when I specifically asked about returns. Another fact he forgot to mention was there is a 25% restocking fee if returned. Fairly substantial amount of money when we are talking about appliances
Order #********
###-###-####Business Response
Date: 16/12/2023
Dear ****** ********,
Thank you for reaching out to us to share your concerns.
We are sorry to learn that your ** Refrigerator does not fit in your cabinet/space.
As per our records, we can see that your request was declined as the unit was plugged in.
CAS does not accept returns on appliances which have been plugged in as it voids our return policy which is publicly available on our website.
In addition to this, our policies are completely in line with the major appliance industry.
In conclusion, we can see that our After-Sales Team have requested additional information in order to review your request to return the fridge.
Once the requested information is received, they will be able to better assist you.
Kind regards,
CAS
Customer Answer
Date: 16/12/2023
Complaint: ********
I am rejecting this response because:
I have absolutely no idea what they are referring to saying the after sales team is awaiting information from me? I have provided everything that has been asked for so they will have to be more specific.
Sincerely,
****** ********Business Response
Date: 21/12/2023
As discussed, we have approved the exchange for the fridge with a 25% restocking fee and additional delivery fee conditional the item is unused.Customer Answer
Date: 21/12/2023
Complaint: ********
I am rejecting this response because:
I don’t think this is fair. This purchase was made over the phone ( will never happen again) and when I asked about the return policy all I was told was yes, within 30 days. No conditions mentioned and I was not forwarded the conditions or even a link to them. If I knew what these conditions and restocking fees were, I would never have made the purchase in the first place - maybe that was why the salesperson did not advise me of them? Since I was not made aware of them, I should not be subject to them
Sincerely,
****** ********Business Response
Date: 26/12/2023
Dear ****** ********,
Thank you for your response.
Please be advised that our Return Policy is available on our website and can be viewed by all customers.
Furthermore, the return policy is also included in your invoice.
Customers do have the option to refuse an appliance upon delivery if it does not fit.
The delivery team would have returned the unit to CAS, without you being involved in the After Sales process.
Thank you kindly,
CAS
Customer Answer
Date: 03/01/2024
Complaint: ********
I am rejecting this response because when I asked about the return policy (when order was placed over the phone) I was not shown the return policy or given the link to it, I was told I can return it within 30 days - no conditions mentioned, and certainly no mention of a 25% restocking fee.
I also was not home at time of delivery or I would have rejected it. My son signed for the delivery and since I assumed it was a counter depth fridge, there was no need to see if it fit
Sincerely,
****** ********Business Response
Date: 08/01/2024
Dear ****** ********,
Thank you for your response.
We apologize for any lack of communication on our end.
However, please be advised that our return policy is publicly available on our website and it is accessible to all customers.
It is also mentioned in a customer's invoice that CAS will not take back products that are not in the original packaging.
As per our records, your request to exchange the refrigerator has been voided on December 28th of 2023 following your email.
Thank you kindly,
CAS
Customer Answer
Date: 10/01/2024
Complaint: ********
I am rejecting this response because:the return policy on the invoice I did not receive until I arrived home from work the day it was received. Even if I had read it then it would have been too late and I still would have been subject to the 25% restocking fee - which is outrageous.
Also, this purchase was made over the phone. I specifically asked the sales person about the return policy. He did not mention the 25% restocking fee therefore I should not be subject to it. Your salesperson was either ** ****** that he did not know about the 25% restocking fee or he was afraid if he mentioned it he would lose the sale.
Sincerely,
****** ********Business Response
Date: 18/01/2024
Hello ******,
Thank you for your response.
We apologize if the return policy was not mentioned or shared with you at the time of purchase.
This is not a subject that is widely discussed at the time of sale.
We will be sharing your feedback with our sales management team.
However, we do believe that customers should also be taking responsibility of making sure that the appliances they order will fit in their designated space.
If you require any further assistance, do not hesitate to contact our After-Sales team at [email protected].
Thank you kindly,
CAS
Customer Answer
Date: 23/01/2024
Complaint: ********
I just wanted to clarify the details of this transaction.An error was made on my part ordering the wrong size fridge. This transaction took place over the phone because I didn’t think you had any local retail outlets.
You said in your most recent response this return policy information is not shared at the time of sale however, when a customer specifically asks for the details of the return policy (as I did) you should not leave out the fact that there is a 25% restocking fee - this is a rather significant detail when we are talking about appliances that cost thousands of dollars. I was simply told that I could return it within 30 days, therefore I thought to myself if I had made any sort of mistake with the product I could simply return it within 30 days.
i was also not present at the time of delivery or I could have just refused it then (mind you in guessing the restocking fee still would have applied since it was out if the box).
Sincerely,
****** ********Business Response
Date: 27/01/2024
Dear ****** ********,
Thank you for your response.
We would like to clarify that although our Return Policy is not a subject majorly discussed at the time of sale, it is sent out to all customers through their order invoice and delivery confirmation email.
Thank you kindly,
CAS
Initial Complaint
Date:12/12/2023
Type: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 was at the pick-up location to pickup an item I was told is ready for pickup. I arrived at the ******* location and was told item required E4fraud verification. The staff at the pickup location had to use his personal mobile phone to take a picture of my credit card and driver’s licence to be able to send information to for this verification. I raised concerns about the use of a personal device to obtain private and confidential information of a customer but was told that’s the company policy.
This experience has left me vulnerable and at the risk of identity fraud. I am uncomfortable that my personal information can provide instant access to financial accounts, credit record, and other assets.Business Response
Date: 16/12/2023
Dear ***** ******,
Thank you for sharing your feedback with us, Your feedback is important for us.
We apologize for the inconvenience caused at the time of pickup.
Please understand that we have a security team that is responsible for verifying that all payments made before goods are delivered are secure payments.
This is to ensure that any fraudulent transactions are caught at an early stage. If a transaction is flagged, we will contact you to verify the payment.
Thank you for your understanding,
Kind regards,
CAS
Customer Answer
Date: 16/12/2023
Complaint: ********
I am rejecting this response because:it’s an identity fraud risk to have employees of a company use their personal mobile device to take pictures of client identification documents.
the company policies and procedures should ensure that employees are provided with company scanners and copiers to scan client documents.
Sincerely,
***** ******Business Response
Date: 21/12/2023
Thank you for flagging your concerns. We have provided scanners with printers to the pick up associates. For your order in question all relevant photos were deleted from both the device and the employees trash bin once the encrypted email was sent to our Payment Security firm.
Initial Complaint
Date:27/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Nov. 24th, 2023 I placed an online order with the aforementioned company, using their website. I paid $993.21 for an upright freeze (********** **********) According to their website, the item was "IN STOCK", and was even prompted to select my delivery date as early as the day (NOV 25th 2023) I had q question about a foot note which appeared at the bottom of my order confirmation, so I reached out to their 800 number. My question was answered but I was then told: "The item you have selected is temporarily out of stock, but is expected to be available again December 13th, 2023" I told the agent that their website states that their warehouse in ****** (from where I was ordering), indicates that the item IS currently IN STOCK. The agent apologized and said, "That sometimes happens. You can select a different item if you choose" I declined and remarked that I would wait for the item to become available. After the phone call, I checked my credit card activity only to discover that my credit card had already been billed...for an item which I won't receive for at least 3 weeks or more. I contacted Canadian Appliance once again, and asked that my card not be charged until they were able to fulfill the order. I was told, that I could have paid a "25% deposit" rather than the full amount when I was placing the order...but no where was the item noted as not being IN STOCK, nor was that option offered online when I placed the order. I was told they could cancel my order and issue a refund in 5-7 business days, or I could order a different item. IT WAS ADVERTISED AS BEING IN STOCK, AND AT NO TIME WAS GIVEN THE OPTION OF MAKING A PARTIAL PAYMENT...and the only way I found out my item wasn't going to be delivered the next day as scheduled when I placed the online order, was by me contacting them with a question. It certainly seems like misrepresentation when a company says they can fulfill an order, take your full payment, even suggest a next day delivery option...then say its going to take us at least 3 weeks. I want them to fulfill their advertisement, I don't want to make a different selection or cancel my order. Its not fair that they can conduct business in such a manner.Business Response
Date: 28/11/2023
Dear ***** *****,
Thank you for taking the time to share your concerns with us.
We regret to hear that your order has been affected by manufacturing delays.
At the top right corner on our website: canadianappliancesource.ca, customers are able to look for appliances based on their region or province.
In your case, the province should be set for ****** as the appliance will be delivered from our ****** distribution center.
When we place an order with our vendors, they update our purchase orders with the quantity and estimated dates they are expecting to receive at their warehouse, in order to fulfill our outstanding orders.
Our purchasing team then receives regular updates from the manufacturers for the ETA.
We can see that the estimated time of arrival is for end of December 2023.
Please note that this date is subject to change.
We can see that a senior sales agent reached out to you on November 28th of 2023 to provide similar options which are currently available for quick shipping.
Thank you kindly,
CAS
Customer Answer
Date: 29/11/2023
Complaint: ********
I am rejecting this response because: When ordering, I chose the ****** distributor. This is in fact, one of my complaints: The ****** distributor was selected and advertised the item IN STOCK. I understand manufacturing/supplier delays. I do not accept, advertising that an item is available, having the customer make full payment, and learning about unavailability only after making a second call to customer service. It's false advertising, misleading information, and deceptive customer service. The solution offered was to "change my selection, or cancel my order" That does not address the issue at hand
Sincerely,
***** *****Business Response
Date: 07/12/2023
Dear ***** *****,
Thank you for sharing your response with us.
We apologize if you feel our website is misleading.
We do not have such intention as we do not have any benefit to delay a customer's order.
We can see that a Resolution Case Manager reached out to you to offer re-selection option, however the models presented to you did not meet your requirements.
If you do not wish to wait for the ETA, kindly contact our customer care team at 1-833-227-0500 to cancel your order and get a full refund.
Thank you kindly,
CAS
Initial Complaint
Date:09/11/2023
Type: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 new dryer from CAS. It was delivery at 8:30 PM well past the delivery time. The drivers cleaned their truck and left a mess on my drive way with discarded screws.
While they were doing this, I plugged in the dryer. It would power up, but not start. The delivery person looked at it also.
I called CAS in the morning. My brand new dryer does not work. Their support department had me speak with ** (manufacturer). We went through all diagnostics on the phone with ** (1 hour), then they want to send a repair technician to fix my new dryer.
I spoke with the sales person. I was told to apply for a return by CAS sales. I offered to by a second dryer while there refund this one. They can do nothing to help me. I have to wait for ** to determine the NEW dryer is faulty and then they can authorize a return or replace of the NEW dryer. I was told they could also try and FIX the NEW dryer.
CAS then told me they are working with ** to arrange the technician. I called ** today, they have no record of a technician being booked.
I am now on hold with ** booking a technician for my NEW dryer so they can come repair it. It has been over 10 days since this ordeal began.
CAS has offered me nothing but terrible customer service.Business Response
Date: 10/11/2023
Dear
**** *****,Thank you for taking the time to share your concerns with us.
Please accept our sincere apologies for the issues you are experiencing with your ** dryer.
As per our records, we can see that the dryer was delivered on October 30th of 2023.
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.
We can see that your file was escalated by our After-Sales Department.
An exchange/refund has been processed by the manufacturer ** under the authorization number: ** *********
Thank you kindly,
CAS
Customer Answer
Date: 14/11/2023
Complaint: ********
I am rejecting this response because: I have been dealing with ** directly. CAS continues to tell me that ** will contact me. It has been 2 weeks since I purchased this new Dryer.The CAS Support has done nothing to support me.
Sincerely,
**** *****Business Response
Date: 17/11/2023
Dear **** *****,
Thank you for your response.
We are sorry to learn that you have not been contacted by the manufacturer ** yet.
All appliances that we sell come with a one year manufacturer's warranty.
As per the manufacturer's warranty, we need to report any functional/cosmetic issues to them.
The manufacturer then sent a technician to diagnose the problem, after which they decided to replace the unit under warranty.
Our After-Sales Team have further escalated the matter with the manufacturer on November 17th of 2023.
An update will be provided as soon as a response is received from **.
Thank you kindly,
CAS
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