Complaints

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

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  Canadian Appliance Source

  2425 Matheson Blvd E Mississauga, ON L4W 5K4

  
• 

  Canadian Appliance Source

  2 - 600 Matheson Blvd W Mississauga, ON L5R 4B8

  
• 

  Canadian Appliance Source

  E4 - 150 Taunton Rd W Whitby, ON L1R 3H8

  
• 

  Canadian Appliance Source

  2777 23 Ave NE Calgary, AB T1Y 7L6

• 

  Canadian Appliance Source

  9250 Macleod Trail SE Calgary, AB T2J 0P5

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

• Initial Complaint

  Date:27/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number: ********.
  On the July long weekend 2023 I walked into CAS to purchase a fridge. I gave the salesperson the fridge opening dimensions. The salesperson said only two fridges in their showroom will fit due to the height of the opening (69") so I bought one. The fridge was on sale for $1699 plus tax and included extended warranty and delivery. It was delivered on Tues July 4th. After leaving it sit for a couple of hours I realized it would not fit because it is 70" H. At that point my only option was to request an exchange online and they would respond in 48 hours. I had to plug it in or lose hundreds of $ of food and then they refused to take it back because it was 'used'. I then reached out to the After Sales department and started dealing with Shaheen. She said in an email that if I sold the fridge they could reimburse me the difference between what I paid and what I sold the fridge for. Shaheen then told me that I paid $1360 for the fridge whereas the sales receipt I have shows $1699 plus tax. So they are backing out warranty and delivery from the sale price. She sent me a Bill of Lading that I signed with that amount on it but I only signed that I received the fridge and their BOL is not the sales receipt that was presented to me when I bought the fridge. **** ** ******* ************* *** ********** When I sold the fridge I let her know and now she ignores my messages and calls. I have spoken to four additional people and they all tell me someone will call me but no one does. It is a black hole. This is the worst customer service I have ever experienced in my 67 years. I think it only acceptable that I receive a refund for the difference between what I paid and what I sold the fridge for. The refund would be $784.

  

  Business Response

  Date: 28/10/2023

  Dear *********,

  Thank you for taking the time to share your feedback.

  We regret to hear that your experience has been less than adequate.

  Please be rest assured that your file has been forwarded to our senior management team and you shall be contacted within 24 to 48 business hours in order to discuss a resolution.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 31/10/2023

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

  This appears to be a standard response on your website from CAS. They indicated they would contact me within 24-48 hours and they have not reached out. This is no different than the other CAS employees who promised I would get a call and then they never reached out.

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

  

  Business Response

  Date: 06/11/2023

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

  Thank you for your response.

  We appreciate your patience while we work on your file.

  We can see that a Resolution Case Manager has reached out to you by email on November 06th of 2023, to set up a phone call to further discuss your concerns. 

  Thank you kindly,
  

  CAS
  

  Customer Answer

  Date: 14/11/2023

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

  I received an email from CAS telling me that they are not responsible for reimbursing me the difference between what I paid for the fridge and what I sold it for. Their reasoning is that 1) I accepted it on delivery and 2) I approved the delivery team to leave the premise. This reasoning does not address the fact that the CAS salesperson sold me a fridge that was too tall for the opening. He had the dimensions of the opening and knowing the height was only 69" he told me there was only two fridges in their showroom that would fit. I bought one of them. It didn't fit. I had been told by the installers to leave the fridge sitting for 2-3 hours so that's what I did. It was only on plugging it in and pushing it into the space that I came to realize it is too tall to fit. Obviously I can't keep a fridge that is too tall for the space as it sticks out into my small condo kitchen. Therefore since they wouldn't take it back, I had to sell it and buy another on.

  This is their responsibility and I am out $784 because they refuse to be accountable. 
  

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

  

  Business Response

  Date: 17/11/2023

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

  Thank you for sharing your response with us.

  We apologize for any inconvenience caused due to this matter.
  

  Please understand that CAS does not take back appliances which have been used. 

  Furthermore, should the refrigerator have been refused at the time of delivery, you would not have to go through the After-Sales process.

  In the other hand the refrigerator was accepted and signed for at the time of delivery.
  

  As such CAS is no longer in a position to further assist in this matter.

  Thank you for your comprehension,

  CAS

  Customer Answer

  Date: 23/11/2023

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

  I provided the dimensions of the fridge opening to the salesperson and had no reason to expect anything other than a fridge that would fit. When the fridge was delivered, I signed that I had received it. I waited three hours as directed by the delivery personnel to plug it in and push it into place. That is when I discovered that it was too tall to fit into the space which has a height restriction of 69". 

  At the time I would have accepted an exchange. They would not agree to that so I had no choice but to sell the fridge and that was encouraged by the after sales person I was dealing with. It is only fair that I be refunded the difference between what I paid and what I sold the fridge for. That difference is $784.

  As a reminder, when I gave the opening dimensions to the salesperson, he told me that only two fridges in their showroom would fit due to the 69" height restriction. 
  

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

  

  Business Response

  Date: 28/11/2023

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

  Thank you for sharing your response with us.

  We appreciate that you do not agree with our decision.

  However, please understand that CAS is unable to assist in regards to this matter.

  Furthermore kindly note that, as per our records, we can see that the ******* refrigerator was purchased at a discounted price of $1,360.05 CAD + tax.

  The package price includes the delivery fee of $89.95 CAD + tax, Appliance Removal fee of $20.00 CAD + tax which are a non-refundable fee as those services was completed on July 04th of 2023.
  

  Thank you kindly,

  CAS

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: CAS is not taking responsibility for the root cause of the problem. The CAS salesperson sold me a fridge that does not fit the fridge opening size that I provided to him. It really is that simple. As a reminder, the salesperson knew the dimensions and told me that only two fridges in the warehouse would fit. Further, they advise that they can't do anything because I 'accepted' the fridge. What other option did I have? I couldn't plug it in and had to leave it sit for a few hours and the delivery people can't wait while it sits there. Only on plugging it in and pushing it into the space did I realize it didn't fit.

  Their error has caused me hours of time and effort and almost $800. This company has the worst customer service of any I've ever experienced. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 13/12/2023

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

  Thank you for your response once again.

  Please note that our policies are completely in line with the major appliance industry.

  Please understand that we do not accept returns on products that have been used.

  This policy is comparable to most major appliance retailers and is posted on our website as well as on the invoice you received. 

  Once again we would like to apologize for the inconvenience.

  Thank you kindly,

  CAS

  Customer Answer

  Date: 13/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are not addressing the fact that the salesperson sold me a fridge that does not fit the dimensions of the space (that he was given). I did not ask for the fridge to be returned. I asked to be reimbursed for the difference between what I paid and what I sold the fridge for.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 21/12/2023

  CAS is prepared to offer reimbursement of $229.99.

   

   

  Customer Answer

  Date: 21/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am out of pocket almost $700, I've spent countless hours on the phone with CAS to discuss a possible resolution, I've had to sell the fridge, purchase a new fridge, and now the back and forth through the BBB. Offering me 1/3 of what I am out of pocket is not acceptable. All of this time and effort could have been avoided had CAS been remotely reasonable.

  I would be willing to accept an offer of $500 in order to put this to rest. Unless a more reasonable offer is forthcoming, my next step will be small claims court.   
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: ********
  
  
  I am rejecting this response because: After careful consideration I must decline the refund amount of $229.99. Accepting the refund would convey CAS is not at fault and I want to emphasize that is not the case. I remain committed to resolving this issue and continue to be open to further discussion to reach a fair and just resolution. If you are not willing to engage in a more comprehensive dialogue and an appropriate refund amount, my only option is small claims court.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 19/01/2024

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

  Thank you for your response.

  We have reviewed your file and we are willing to increase the compensation offer to $250.00 + tax.

  This remains our final offer.

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 25/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and I am prepared to accept this resolution. That said CAS has lost a valuable customer which will cost them so much more than the reasonable amount I was looking for. This acceptance is contingent on confirmation that I receive the refund. I do not trust that will actually happen.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Customer Answer

  Date: 08/02/2024

   I have heard nothing from CAS which is not at all surprising.

  Customer Answer

  Date: 16/02/2024

  Hi, just want to let you know that I can't accept or reject the last update from CAS until I see the refund showing on my AMEX. So far it isn't there.

  

  Business Response

  Date: 24/02/2024

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

  Thank you for your patience. 

  We apologize for the delay.

  We have reached out to our Accounting Team to expedite the refund process for you.

  Once the refund is processed on our end, you will receive an automated email.

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 28/02/2024

  
  
  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.

  That said, dealing with CAS is the worst customer service experience in my 68 years. 

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

• Initial Complaint

  Date:24/10/2023

  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.

  RE : Order ******** - We purchased Oct 7th, delivered Oct 10th, the cabinets people finished, we did a dry fit on Oct 13th. We noticed the stove was not fitting well, depth and length is off, the stove does not fit right in 30inch as the saleswomen stated. she said full refund/exchange within 7 business days for unused/uninstalled items. So filled a request to exchange the stove and followed the instructions.
  
  Next day, we got reply stating specs should have been provided to us at the time of purchase and the request was rejected. I called, someone pickup and said they can't help me on phone I must reply back to thru email. So, I replied back to the email and escalate this- speak with management. Today is Oct 23rd- still one has called me? After many emails back/forth, they are accusing me of opening the stove from the box and charging restocking fee!?
  
  Oct 19- I finally spoke with someone to explain *** *** ******** *** ****, started to argue/ accuse me "I should be aware of how the delivery process works" She said the delivery guys opened the box, took the stove out of the box inside the truck before it delivered to the customer, this is standard practice at CAS. *** ********* ** **** ** ** *** *** ** *** ***** * *** *******. I was trying to tell her that I did NOT authorize CAS to open the stove prior to entering my property (I also have video footage of the delivery guys parked at least 2 houses down and coming out of the truck with the stove already unboxed, I can send links for all video recordings). So if I did not authorize that, then who did that? and why did you open the stove? She continues to argue and to tell me that she is the expert, and she knows what she is talking about. How can I be charged for a restocking fee when I did not ask anyone at CAS to open the stove and take it out of the box. Since CAS did that, that’s on CAS on not on me. its been over 2 weeks now and we still don’t have a stove that my family can use. Please help

  

  Business Response

  Date: 27/10/2023

  Dear ***,

  Thank you for taking the time to share your feedback.

  We regret to hear that your experience has been less than adequate.

  Our records show that the exact specifications of this appliance were provided to you at the time of purchase in order to ensure that the unit meets your home requirements.

  We can see that you were replacing your old electric range with a gas model, hence why it would have been deeper.

  Kindly understand that our delivery team will always unbox bigger appliances at the time of delivery (unless requested otherwise) as part of our while glove service.

  This facilitates the delivery process, allows the customer to inspect the appliance and make sure it meets their requirements, and allows the team to place it in the customer's preferred spot.

  Should the unit not meet a customer's requirements, they may certainly refuse it at the time of delivery.

  We can also see that this specific model was on display at the showroom at the time of purchase, allowing you to fully inspect it and discuss specifications with the sales representative.

  To add that you also waited 4 days after delivery to report that it did not fit.

  Please note that returning "unwanted" appliances which are no longer factory-sealed are sold as floor models at significantly discounted prices, which is why a restocking fee will apply, after evaluation by the concerned department.

  However, upon review by our senior management team, we can see that the restocking fee on your order was waived, allowing you to return the appliance for a refund.

  Your refund will be processed back to your credit card on file.

  Once processed, you will need to allow 5 to 7 business days for the amount to reflect on your account.

  Kind Regards,

  CAS
  

  Customer Answer

  Date: 27/10/2023

  
  
  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:24/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new fridge ($2,100). The purchase included Canadian Appliance Source to deliver the fridge in my home and take away the old fridge. The drivers were ****** *********** *** *********, they complained that it was “late Friday afternoon and they wanted to get home.” The drivers felt the job was too hard for them. They dropped our new fridge in the driveway, they did not take the old fridge and after insulting and *********** us, they left without notice. I called Canadian Appliance Source, expressed my concern, they didn’t care. I told them I wanted my money back. They charged me to pickup the fridge and a $450 restock. I want an apology and my restocking and second delivery charge money back.

  

  Business Response

  Date: 27/10/2023

  Dear ***,

  Thank you sharing your feedback in regards to your delivery experience.

  Kindly note that the delivery of the appliance in its final location failed because the doors and railways were not removed, as required. 

  As such, it was impossible for our team to make the appliance fit through the pathway, following which they had to deliver the item in your garage.

  As detailed in our delivery confirmation notice, it is the consumer's responsibility to make their home accessible for delivery, due to liability reasons - our team is not responsible for the removal of doors or railways.

  We can see that the team in question waited around 20 minutes for the home to be made accessible, but were unable to wait any longer so as not to penalize other customers, who were also waiting for their appliances.

  In an email sent to us on October 10th, you acknowledged and accepted the restocking fee which was applied to the order.

  A pick up fee was applied as another team had to be sent out to pick up the appliance for you, which is a paid service.

  We have, however, removed the pick up fee as a gesture of goodwill and have removed the haul away fee as the service was not completed.

  The refund will be processed back to your credit card on file.

  Once processed, please allow 5 to 7 business days for the amount to reflect on your account.

  In regards to the restocking fee, please note that the returned appliance will now be significantly discounted to be sold as a floor model - as such, the charge applies.

  Kind Regards,

  CAS
  

  Customer Answer

  Date: 27/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, although this resolution is not satisfactory to me, I no longer wish to pursue this further. ** ******* ******* *** * **** ***** ******** **** **** ******** **** ****** 
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:11/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# ********
  On 09/23/2023 I purchased a ***** *** Series dishwasher model #********** for $1094.22. This dishwasher was not in stock so a down-payment was made of $566.26. On 09/30/2023 the dishwasher was delivered to the warehouse and I went in to pay the outstanding balance of $692.09. On October 4th I picked up the dishwasher from the warehouse. Two days later on October 6th the price of this model dropped to $794.00. I promptly called Canadian Appliance Source and talked to both the salesperson and customer service. They absolutely refused to honor any price drop either with a refund or credit eventhough it had only been two days since I picked it up.

  

  Business Response

  Date: 11/10/2023

  Hello *** **********,
  
  Thank you for taking the time to leave a review.
  
  We would like to apologize for the experience you may have had with us.
  
  However, we can see that this unit was picked up on Oct 4, 2023, at 10:09 AM. Please know CAS does not price match after the delivery or pick-up has been completed.
  
  Prices can change up or down due to manufacturers' reasons or market reasons which we have no control over.
  
  If you choose to return a product purchase through CAS, you can always fill out our returns and exchange form below.
  
  ********************************/returns
  
  Again, we would like to sincerely apologize for the inconvenience 
  
  Thanks 
  
  CAS

  Customer Answer

  Date: 11/10/2023

  
  
  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:06/10/2023

  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 ordered a washer and dryer and called CAS the same day to let them know the dryer was not working. They told me to call ******* direct but ******* said that if it is within 24 hours, CAS must send a replacement. I have spent 6 days calling and emailing various departments and nobody has confirmed that the appliance will be replaced. I’ve now requested a full refund so that I can purchase elsewhere and still no response. I am entitled to exchange or refund and this is not being accepted by the company.

  

  Business Response

  Date: 11/10/2023

  Hello ****** ****,
  
  Thank you for taking the time to leave a review.
  
  We regret to hear that your appliance has a functional issue. 
  
  Please understand that CAS is an authorized retailer, and we receive all of the appliances we sell directly from the manufacturer in their original packaging. The packaging is not removed until the appliance is presented to our customers. Therefore, CAS does not perform Quality Control testing on any of the appliances we sell. 
  
  Therefore, all functionality issues are sent to the manufacturer.
  
  We have received the authorization from ******* to replace your unit under their DOA policy. We can see that the order has been approving and booked for a delivery date and you have n=bben notified
  
  Again, we would like to sincerely apologize for the inconvenience 
  
  Thanks 
  
  CAS
  
  

• Initial Complaint

  Date:25/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ********
  Item: counter depth fridge
  Price: $2209.61
  Delivery fee: $89.95 (includes removing the old fridge).
  Fully paid Sep 10th. Delivery booked for Sep 15 afternoon but didn’t come in the 4h window.
  One person came at 10:30 pm in a car and stated the driver missed a turn and one of their delivery guy was injured and asked if they can leave the fridge in the garage and return to take it down to the basement another day when at the same time they will be removing the old fridge. We understood the situation & agreed it be kept in the garage for now. Then the truck came and fridge was left in the garage.
  He noted on the delivery paper that ‘item is in the package’ and ‘old fridge not removed’.,
  They promised they will return on Sep 20 morning between 8:30-12:30.
  I stayed home that day until 12:40 and no one came. When we called the seller(** ** ** ******** *** ******) he said he sees a report that they came - this was a surprise as I rescheduled my work & allocated the whole morning for this.
  The seller later said he will arrange for another time, we never heard back from him. I have sent him 3 emails and made several phone calls to no avail. I went back to the store Sep 22, the particular seller was not in store that day, another gentleman (***) looked into our file and sent message to delivery department and we were to get a follow up phone call which didn’t happen.
  I called the delivery department twice Sep 23 afternoon, discussed the situation and I was told we have to pay another delivery fee since the delivery team has to come back.
  We really felt violated by their ‘company’s interest only’ approach and felt they had no sympathy for us. We feel the sale contract was broken: item not where it is supposed to be, old fridge not removed. As per the sale contract we should’ve been using the fridge as of Sep 15. Item remains in its box in our garage. This seemingly simple step is unfortunately causing us lots of distress & costing us lots of time & energy.

  

  Business Response

  Date: 25/09/2023

  Hello ********* ******,
  
  Thank you for taking the time to leave a review regarding your concern.
  
  Our goal is to always ensure all our customers receive the best possible service.
  
  As a goodwill gesture, we have waived the second delivery charge. 
  
  You will be contacted to schedule a date.
  
  We would like to apologize for the delivery service you had with us.
  
  re team at ************** to provide your CC details to process the refund amount.
  
  Thank you kindly,
  
  CAS

  Customer Answer

  Date: 02/10/2023

  
  
  Better Business Bureau:
  

  We Thank BBB for prompt response and action.

  Delivery is now complete and we area waiting for reimbursement 

  of the delivery fee indicated in the business' response.

  We are satisfied with your intervention.

  Sincerly,

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

• Initial Complaint

  Date:15/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an induction cooktop installed it and it didn’t work. It never turned on, never worked. We were told that we had to have their technician come out to diagnose the problem. It took two weeks for the technician to arrive to diagnose the problem, which was a missing part.
  
  The part is going to take 2 plus weeks to come in a which time they will schedule a repair time.
  
  We have been without a cooktop for two weeks at this point. The company expects us to go without a cooktop for another 3 weeks at a minimum?
  
  We are not allowed to return the product, that never worked. We have to follow their procedure to repair a cooktop that has never worked.
  
  The escalation team members, supervisors and managers only communicate through email. You cannot speak to anyone except front line staff that don’t have the ability to solve problems.
  
  If I go buy another cooktop, so that I can feed my family I will be out the $1450, since I would now have 2 cooktops which can’t be returned.
  
  It is unreasonable for the customers to pay for company problems. This cooktop came off an assembly line missing a complete part, rendering it unusable. Yet I am having to hold a useless piece of equipment for them. In the meantime I am having to eat out since I have no cooktop to cook my food on.

  

  Business Response

  Date: 15/09/2023

  Hello **** ******,
   
  Thank you for taking the time to leave a review.
  
  We would like to wholeheartedly apologize for the experience or any inconvenience.
  
  Our goal is to always ensure that all our customers receive the best possible experience throughout the sales process.
  
  One of our representatives from our after-sales team has reached out to you to discuss the process of approval from the manufacturer to replace the defective unit.
  
  Please know that as all the defects are subject to the manufacturer's warranty, ********** holds the sole responsibility to replace the unit if the unit is deemed irreparable.
  
  A  voice message was left for you by a **********, please return the voice message to have the issue facilitated.
  
  We would like to again apologize for any inconvenience
  
  Thank you kindly,
  
  CAS

• Initial Complaint

  Date:25/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought a microwave which do not fit our kitchen cabinet (design change after the purchase). It became evident to us from the spec sheet that the microwave would not fit and therefore we never open the box. We fill in the request form to return the microwave using CAS online procedure (took a picture of the box as required). Upon review, they requested four additional pictures of the box which clearly shows that the box was never opened. According to their second review, they have indicated that think that the box may have been opened which is clearly not the case according to the four pictures. Now they want me yo open the box and take out the microwave which exposes me to breaking the box or damaging the microwave while taking it out of the box. My intention was to exchange the microwave for a smaller one. I just spent close to $ 10,000 of appliances at this business while renovating my kitchen. I feel that their return procedure is clearly a harassement while they could easily inspect the microwave or the box upon the return of the appliance to the warehouse. I called twice the customer service and they told me both times there is nothing they can do about the frustrating situation. One customer representative (******) even suggested that their folks are the expert and that I may be lying about not opening the box. I feel betrayed by the business attitude towards their customers once the sale has been completed.

  

  Business Response

  Date: 25/08/2023

  Dear ****** ********,
  
  We thank you for taking the time to leave a review.
  
  We would like to apologize for the misunderstanding and the inconvenience.
  
  However, we can see that your request has been approve by our after-sales team. You have been notified about the approval and the requested model has been added to your order.
  
  Thank you kindly,
  CAS

  Customer Answer

  Date: 25/08/2023

  
  
  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:24/08/2023

  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.

  PURCHASE DATE: AUG 17, 2023
  DELIVERY DATE: AUG 18, 2023
  PRODUCT: ******* REFRIGERATOR ***********
  AMOUNT PAID: $1,192.16
  ORDER NUMBER: ******** LOCATION OF CANADIAN APPLIANCE: **** ******** **** *******, ON *** *** ISSUES:
  (A) DEFECTIVE REFRIGERATOR.
  
  DEFECT WAS UNCOVERED AFTER DELIVERY GUYS LEFT IT IN THE CONDO AND SAID WAIT FOR 2 HOURS BEFORE TURNING IT ON. WHEN THE REFRIGERATOR WAS TURNED ON, IT STARTED MAKING LOUD RATTLING NOISE WHICH HASN'T GONE AWAY. IT IS NOT HUMMING NOISE, BUT 10 TIMES LOUDER. THE REFRIGERATOR IS IN AN OPEN CONCEPT LIVING ROOM AND THE FAMILY CAN'T DO ANY WORK OR SLEEP. IT IS CAUSING DISTRESS. I NEED TO HAVE IT REMOVED (THROW IT AWAY) AND MAKE SPACE TO BUY ANOTHER NEW ONE.
  
  RAISED THE ISSUE WITH MR. ******** ***** ****, THE SALES PERSON MANY TIMES SINCE AUG 18, BUT HE HASN'T DONE ANYTHING AT ALL TO RESOLVE THE ISSUE. I HAD ASKED HIM TO ESCALATE THIS ISSUE WITHIN CANADIAN APPLIANCE SOURCE, BUT DIDN'T HEAR BACK FROM HIM.
  
  (B) OPEN BOX ITEM
  
  THE REFRIGERATOR IS AN OPEN BOX ITEM. ALL FIXTURES CAME PRE-ASSEMBLED. NO WARRANTY CARD WAS PROVIDED. CAN'T INVOKE WARRANTY FROM *******.
  
  I AM NOT STUCK WITH THIS DEFECTIVE REFRIGERATOR. AS IT IS DEFECTIVE AND OPERATES WITH UNBEARABLE NOISE, AND CAN'T BE FIXED UNDER WARRANTY, I NEED TO THROW THIS AWAY IMMEDIATELY. I NEED TO MAKE SPACE FOR A NEW REFRIGERATOR WHICH I AM NOW FORCED TO BUY. I WOULD LIKE A FULL REFUND OF THE MONEY I PAID.
  
  I ALLOWED CANADIAN APPLIANCE TO REMOVE MY OLD REFRIGERTOR FOR $20, WHICH WAS AT LEAST WORKING. IT WAS A ******** REFRIGERATOR WHICH RETAILS FOR OVER $4,000.
  
  I SPEND THE MONEY FOR NEW REFRIGERATOR, BUT AM NOW STUCK WITH A DEADEND DEFECTIVE REFRIGERTOR.
  
  I WOULD LIKE TO GET A COMPLETE REFUND, SO I CAN BUY FROM ANOTHER STORE WHICH STAND BEHINDS ITS PRODUCTS AND PROVIDE A MUCH BETTER CUSTOMER SERVICE.
  
  * **** ******** * **** ** *** *******.

  

  Business Response

  Date: 25/08/2023

  Dear ****** *****,
  
  We thank you for taking the time to leave a review.
  
  We would like to apologize for the misunderstanding and the inconvenience.
  
  Please accept our apologize for the functionality issues with your new fridge.
  
  However, we can see that your request has been approve by our after-sales team. You have been notified about the approval and the replacement unit has been added to your order.
  
  Thank you kindly,
  CAS

  Customer Answer

  Date: 25/08/2023

  
  
  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:21/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** all in one washer and dryer and picked up on Aug 16 Wednesday. Opened it on Thursday 16 and noticed it was damaged and reported it right away at 2pm same day. It was crushed from the top. The screws came off. Detergent door does not close properly. I called the store (Canadian appliance source). They ( email) said the manufacturer refused to take it back and only offered to repair it. I don’t see how it can be repaired if it has been crushed. Whenever I called them, they refused to answer any questions and kept repeating “answer the email “ which I find very irresponsible. I would request a full refund

  

  Business Response

  Date: 22/08/2023

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

  Thank you for sharing your concerns with us.

  We are sorry to learn that your ***** All-In-One Washer Dryer Combo arrived damaged.

  Please note, CAS receives all of the products we sell directly from the manufacturer, in their original packaging.
  

  CAS does not sell refurbished appliances. As such, we have no way of knowing if an appliance is defective.

  Our records show that a Resolution Case Manager reached out to you on August 22nd of 2023 to discuss your concerns.

  A return has been approved for the unit.

  Once the appliance is returned back to our warehouse, you shall receive your refund.

  We apologize for any inconvenience caused due to this.

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 24/08/2023

  
  
  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,
  
  
  
  ****** ****