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:14/08/2023

  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.

  Brand new wash/dryer machine could not complete it's first cycle. It threw an error code of internal diagnostics needed concerning control panel. Machine is frozen on the error code. Had to pull the plug to get the door released to get my laundry out.
  
  First email I asked for an exchange. They refused. I argued that I did not contract to buy a non- working machine or one that has to be repaired to make it work. They still refused. I wrote I'm not interested in repair or in continuing this any longer and asked for a refund and to pick up their machine. Same response as before, talk to **. Get it serviced. There is no one to talk to in CAS, only via email with the same robotic response. There is no discussion about the issue, their responsibility or any concern for me. Just the same response to get it repaired and work with **.
  
  I feel like I am forced to accept damaged goods. I gave CAS good money for a brand new working machine. I get a broken machine instead which is now it's my problem and time to get it fixed. This is not right.
  
  A customer should not have to go through an experimental process of repairs and trouble shooting with the manufacturer to get a new machine working. This takes time away from work, delays in having a working machine in my home and much inconvenience.
  
  It is frustrating to deal with a company who does not stand behind their own business and a company who absolves themselves of any after-sales issue. They are happy to take your money and claim no responsibility after that. That’s not right.

  

  Business Response

  Date: 16/08/2023

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

  Thank you for taking the time to share your feedback with us.

  We apologize for the issues you are experiencing with your ** washer/dryer combo.

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

  As such, we have no way of knowing if an appliance is defective. This is why our manufacturers will stand in and address as they hold the warranty. 

  Please understand that functional issues are the responsibility of the manufacturer as they hold the first year manufacturer's warranty. The manufacturer's first port of call would be to service your appliance.

  However, after many attempts at service with the underlying issue still persisting, the manufacturer may decide to replace the defective appliance.

  Our records show that a technician has already inspected the appliance and ordered parts to repair the unit.

  Your file has also been escalated with one of **'s managers who will be contacting you directly within 48 business hours to further discuss the matter.

  Thank you kindly,

  CAS

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canadian appliance source sold me a ***** warranty for my appliance.
  
  The company the warranty is under refuses to fix my appliances or answer emails.
  
  It’s been 3 weeks and no help has been provided.

  

  Business Response

  Date: 03/08/2023

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

  Thank you for reaching out to us to share your feedback.

  We apologize for the issues you are experiencing with your Samsung dryer.

  We can see that the appliance was delivered on June 15th of 2020.

  We are sorry to learn that you have not heard back from the extended service care provider.

  Our records show that your file has been escalated with the concerned company.

  An email was sent to you by our After-Sales Team on August 03rd of 2023 for follow up.
  

  Thank you kindly,

  CAS

• Initial Complaint

  Date:31/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about my Order ******** for a range hood, *****, bought on June 22, 2023 from Canadian Appliance Source
  I initially wanted to buy an American design as this one is European, but I was deceived as the sales guy said the one they offer has everything included whereas for an American design i have to buy the installation kit which would cost a few hundred dollars
  Surprisingly, when I met with the installer at the cottage and we opened it up it was noticed that nothing is included
  Moreover, the outlet is Dn150 mm (nominal diameter) which translates to 6 inch imperial, but a conversion is not accurate and the exterior diameter is about 1/8 inch larger and we cannot insert through the hose unless we slit it and then bandage it with some tape. This i snot from far an acceptable solution.
  
  I filled a return application and it was denied as the box is open. My question: if I did not open, how can I figure out what is inside and also the fact that the outlet is not suited for a standard Canadian 6" hose?!!
  
  Just to reinforce, any store/distribution centre, totally privately own or public, MUST indicate on the invoice or Bill of Sales that the Sale is Final. no exchange or return
  On CAS invoice is mentioned only that the products with no original box are non-returnable
  
  Nobody logs on a seller website and read the store policy
  Moreover, if CAS is so restrictive, must at least have their website address on the letterhead or somewhere on the invoice, but your it is not mentioned anywhere on the invoice
  
  I already lost $200 as the installer traveled to instal the hood and spent time for nothing, but I would be a naïve to believe that CAS will compensate as this is undeniable their mistake/error
  
  As such, I do not want to return the hood as I changed my mind, or I ordered a wrong item, or I do not want it anymore, I want to return it as I was given an incomplete and WRONG item
  
  ***** * *** ******** *** ***** ***** *********** by the sale person, now CAS just washes hands.
  
  Thanks everyone for the forthcoming help

  

  Business Response

  Date: 31/07/2023

  Good day ****** *******,
  
  Thank you for taking the time to leave a review.
  
  We would like to sincerely apologize for the experience you had.
  
  Our goal is to ensure all customers receive the best possible service. 
  
  We are sorry to hear that the unit purchase is the incorrect unit.
  Our After-sales team was able to review your request to return the unit, Please know that at the time of purchase, all specification was provided to you by the sales agent and also available to you on our website before pick up. 
  
  Our policy is available on our website for all our customers and future customers. Our policy states that "All opened ventilation products are considered final sale."
  An email has been resent to you by our after-sales team to further look into your request, please respond back to the email with the requested information.
  
  Thank you kindly, 
  CAS
  
  

  Customer Answer

  Date: 31/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the seller wants me to buy another hood from them and I do not have trust anymore in this company and just want to return the hood and get a 100% refund as the product is not as I was assured it is, plus I consider it unsuited for installation with imperial size piping/hose
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 03/08/2023

  Good day ****** *******,
  
  Thank you for your response.
  
  We can see that a team member from our after-sales team reached out to you and is working to resolve the issue.
  
  You have been notified that you are currently on vacation and will provide the requested information once back.
  
  Thank you kindly, 
  CAS

• Initial Complaint

  Date:21/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 24th 2021 I purchased a washer a CAS with a 4 year extended warranty.
  omn June 26 2023 , I requested service, a technician has come by twice an was unable to repair, has deemed the washer unrepairable and has referred the problem to the manufacturer,
  We have been without a washer for a month.
  called Canadian Appliance to expedite the problem, I continue to be transfered to a call center in mauritius that are unable to do anything.
  Order ********, ** washer ** ****** 

  

  Business Response

  Date: 28/07/2023

  Dear ******,

  Thank you for taking the time to share your feedback.

  We regret to learn about the issues which you are experiencing in regards to the extended warranty claim.

  Please be rest assured that your file has been escalated and we are currently awaiting an update.

  We will be reverting back to you as soon as we have more information on your claim.

  Kind Regards,

  CAS

• Initial Complaint

  Date:20/07/2023

  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 purchased an appliance package from CAS to complete my kitchen renovation. Upon delivery, and pursuant to the delivery person's instructions, I emailed the sales manager, Jamie M., to advise the appliances were delivered without inspection as there was no way for me to do that on my own. He told me we had 48 hours to report any damages. My husband unpacked the appliances when he returned home work whereby we noticed the refrigerator had been delivered damaged, with paint chips on the left door and a small dent on the left panel. This was reported within the 48 hours required. Notwithstanding this, customer care did not want to exchange the product, rather offered a small amount of compensation. I responded that I was not interested in compensation and that I wanted an exchange. We went back and forth in email for over a week, with CAS raising the compensation and offering a service call. The fridge did not require service and at this point I had no faith in this company. I reached out to ** myself who advised they would exchange the product but the order had to come from CAS. This information was relayed to CAS to no avail. ******* connected me with an authorized company to make an appointment to inspect the fridge. This company thought it was a service call but when I told them it was a brand new appliance that had been delivered damaged, they told me I should not have to accept that and that while they would be happy to order a door, they could not do anything about the dent. I sent an email to CAS aftersales regarding this, and shortly after I received confirmation of an exchange from Jamie upon receipt of the tag (which had already been provided). I was then informed by aftersales that since I reached out to ** (which they had offered to do themselves), they could not do the exchange. I should not have to accept a damaged appliance. I have asked for management contact information and head office coordinates to no avail.

  

  Business Response

  Date: 21/07/2023

  Good day ******** ******,
  
  Thank you for taking the time to leave a review.
  
  We would like to sincerely apologize for the experience you had.
  
  Our goal is to ensure all customers receive the best possible service. 
  
  We can see that the cosmetic damages were reported and compensation was offered and accepted
  
  Thank you kindly, 
  CAS

  Customer Answer

  Date: 21/07/2023

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

  Compensation was offered and rejected.  The company delivered damaged goods and I followed the instructions of the delivery team and the instructions of the sales manager (I have emails I will save and attach to any future messages).  My husband and I stopped in at the retail location and spoke to the sales manager the weekend following the delivery (which was a Monday) and we were told at that time we needed to "play the game", that the customer service department was contracted out to some place in Africa and eventually it would be exchanged.  We continued to email and it was nothing but scripted message after scripted message (I have all copies).  I had contacted ** directly to ascertain if an exchange could be made and they said yes but it had to come from CAS.  I relayed this information to CAS and it still was not good enough.  CAS offered a service call.  The fridge was not installed and did not require service.  I had lost faith in CAS and contacted ** a second time and they directed me to an authorized company to inspect the appliance.  That company did not come inspect rather offered to replace the door, but could not do anything for the dent.  I made a WITHOUT PREJUDICE offer to CAS to settle the matter before commencing a small claims court action.  Shortly after, I received confirmation from the sales manager (Jamie) that the exchange would be approved.  I withdrew my offer in writing.  After that, I received an email saying an exchange could no longer be made because I had contacted ** (something CAS offered to do notwithstanding my request for exchange).  I contacted ** again to confirm this is not their policy and an exchange could be made.  I did receive an automated message about a $200.00 return which was automatically applied to the credit card used at purchase.  This return was not authorized by me rather was PART of a without prejudice offer that had been withdrawn in writing.  Notwithstanding this, I have 2 years to file a claim.  The fridge will not be installed and the $200.00 will sit in a non-interest bearing account until a satisfactory resolution is reached.

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

  

  Business Response

  Date: 03/08/2023

  Dear ********,

  Thank you for your response.

  We would like to apologize for your experience.

  We strive to provide exceptional service to all of our customers, and we are disappointed that we fell short in your case.

  We can see that a Resolution Case Manager contacted you today August 03rd of 2023 to discuss your concerns. 

  As per the conversation, the damaged door has been replaced under the manufacturer's warranty.

  We have also offered you an additional 2-years extended warranty as a gesture of goodwill.

  Once again, we apologize for the inconvenience caused to you.
  

  Please do not hesitate to reach back to us if you have any other questions or concerns.

  Thank you kindly,

  CAS
  

• Initial Complaint

  Date:19/07/2023

  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 recently received a defective dryer from CAS.
  
  Today I have tried to contact CAS about my defective equipment, seeking either a return or immediate exchan**. I was told by several people at CAS - both the salesperson who sold me the item and customer service - that I could not receive either a return or exchan**, and that my item was covered under the manufacturer warranty. The process which was outlined to me consists of several steps, involving different companies, and based on the description of how your returns process works, it appears this process will take several weeks.
  
  The item was never used except for the minimal amount of use necessary to find out it's broken. This was done by the technician who installed it, whose service was scheduled by CAS, not by myself.
  
  I was char**d for the item before shipping. I was consistently refused a refund or replacement. I asked several times to speak to somebody on the phone who can authorize a refund or replacement, or to speak to somebody at the corporate head office to lod** a complaint. My requests to do so - even to speak to such a person - were consistently refused.

  

  Business Response

  Date: 20/07/2023

  Dear ***** ***********,
  
  
  Thank you for sharing your concerns with us. 
  
  We apologize for the issues you are experiencing with your dryer. 
  
  Please note that CAS does not manufacture any of the appliances we sell and unfortunately, functional issues do occur, even with new appliances.
  
  The manufacturer's first port of call would be to service your appliance. 
  
  However, after many attempts at service with the underlying issue still persisting, the manufacturer may decide to replace the defective appliance. 
  
  We can see that our After-Sales Team is currently assisting you in regards to your ** dryer. 
  
  Thank you kindly,
  

  CAS

  Customer Answer

  Date: 20/07/2023

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

  The dryer was never functioning. It did not break after any amount of use.

  Whether it is covered by manufacturers warranty is immaterial. CAS took payment and did not deliver a functioning appliance.

  Furthermore, the replacement process outlined to me will take weeks or more. This is not a simple process and involves many parties (at least 4 - me, CAS, ** the manufacturer, and a third party repair service authorized to perform maintenance be **). This process appears to be intentionally complicated and obtuse - the refusal of CAS to give out phone numbers to any of their departments is evidence to this fact.

  Meanwhile CAS still has my payment. At the very least they should pay me interest on my payment amount until I have a working dryer, and pay for the extra gas hookups which will be required.

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

  

  Business Response

  Date: 24/07/2023

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

  Thank you for your response.

  Please understand that CAS does not manufacture the appliances we deliver. As such we have no way of knowing if an appliance is defective.
  

  Functional issues are the responsibility of the manufacturer as they hold the first year manufacturer's warranty.

  We can see that your request to exchange the ** GAS Dryer has been approved on Friday, July 21st of 2023.

  Our After-Sales Team is currently assisting you with the re-selection of the dryer.

  We apologize for any inconvenience caused.

  Thank you kindly,

  CAS

  Customer Answer

  Date: 29/07/2023

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

  as CAS is a vendor of goods, they are responsible for the goods they sell. The response of, "the goods sold fall under the manufacturers warranty, we are not responsible" is unsatisfactory because I payed for a working appliance, not a broken appliance. Once again, a vendor of goods bears responsibility for what they sell, at least the bare minimum - goods should be functioning at delivery.

  Nevertheless they have approved me for a refund and picked up the dryer. I have NOT received a refund at this time. Given the difficulty of this return process up till now, I cannot assume that the rest will go smoothly. I have taken pictures of the condition of the appliance immediately after it left my property. Once my return is processed and the final amount is returned to my credit card, CAS may further reply to my complaint here, and at that time, I will consider it resolved.

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

  

  Business Response

  Date: 03/08/2023

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

  Thank you for your response.

  Please note that all defects will be inspected by a factory technician prior to Returns Authorization to assess the issue.

  Our manufacturers have advised us how to proceed when a customer is experiencing issues with an appliance.

  A service call is required to inspect an appliance as the manufacturers hold the first year manufacturer's warranty.

  We can see that your refund for your ** dryer has been processed on August 01st of 2023.

  Kindly allow 5-7 business days for the refund to reflect back to your account.

  Kind regards,

  CAS
  

• Initial Complaint

  Date:12/07/2023

  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.

  July3,2023 ordered appliances from Canadian appliances source london
  Paid $2206.80.
  The delivery was suppose to happen on July 8, 2023.
  Got the confirmation of the time window between 2 to 6(pm).
  Now nobody followed up and nobody told where the order is.
  Asked delivery guys to reschedule, they said they have requested for Wednesday.
  Then recieved a call to reschedule for friday.
  Now have no answer if it is Wednesday or Friday.
  I am now trying to cancel the order and the sales guy is saying they have to first get the appliances back at the warehouse and then will be able to process the cancellation and then refund the money.
  Appliances never reached me, now when I have called and now they need 9 business days to refund my money to my card. The delivery team of their and the Canadian appliance itself are fooling the customer saying they will only refund money when their delivery guys get the appliances back to the warehouse.

  

  Business Response

  Date: 12/07/2023

  Dear ******,

  Thank you for taking the time to share your feedback.

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

  Our records show that the appliances were refused on delivery today, July 12th.

  Kindly allow our delivery team to bring back the appliances to our warehouse so that we can scan them off your order and process your refund.

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

  Kind Regards,

  CAS

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they were suppose to deliver the appliances on July 8, 2023, but it didn't happen. No follow up or anything for any delay or cancelled delivery.

  Now they need another 10 days to refund the money.

  
  Just because their delivery guys messed up, they want consumer to suffer.
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 14/07/2023

  Good day ****** ******,
  
  Thank you for taking the time to leave a review.
  
  Our goal is to always ensure our customers receive the best possible service. 
  
  Your request to cancel your order was accepted and we can confirm that a full refund has been refunded to your card including your delivery fee.
  
  Again, we would like to apologize for the inconvenience.
  
  Thank you kindly, 
  CAS
  
  

  Customer Answer

  Date: 19/07/2023

  
  
  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.

  However if they would have had better way of communication this problem would have not arised at first place. No follow ups and no accountability is the problem. Store or customer service says we don't know what is going on, it is our delivery guys.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/07/2023

  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.

  Order ******** ** washer & dryer were delivered within two days (for an express fee of approx $90) to our residence on June 27, 2023.
  Upon first few tests, we have concluded that the machine runs very loud and has a rattling sound when spinning. It has a very distinct sound on its “vent mode” as well. Speaking of the vent mode, it only gets the drum wetter (while draining electricity for the next 8 hours it runs). It’s a useless feature unless ours is faulty. The final straw was when we found water on the floor in the right back corner, apparent in the small gap between the washer and dryer. Machine also does not rinse well despite repeats.
  We have contacted our sales man **** twice and both times he redirected us to their “Exchange/Refund phone line” which he said should help if I am “persistent enough in getting what I want”. That’s when we decided to review company policies on the website as nobody informed us our purchase is final sale prior to this point. Well, in layman’s terms, I’ve never seen a more elaborate, confusing and unacceptable return policy. It made me question how CAS has gotten away with this for as long as they have. It’s actually incredibly concerning & eye opening.
  We filled proper paperwork online in their exchange automated form app and heard from CAS the following day stating that our claim is automatically denied as the product is open. All I was asking for at this point was an exchange.
  They did send out a technician a week later (today) from ***** ********* services who couldn’t help much but tell as ** tends to run loud and is like comparing an American car to other countries. Great analogy but problem clear as ever and remains. He also was not able to replicate water leak today in particular but told us to keep an eye and look into extended warranty.
  I have no problem getting extended warranty but certainly not from CAS. The trust and credibility are gone. I expect full refund and free product pickup. Thank you kindly.

  

  Business Response

  Date: 12/07/2023

  Dear ****** *****j,

  Thank you for taking the time to share your feedback with us. Your feedback is important for us.

  We apologize for the issues you are experiencing with your ** washer.

  Please note that CAS does not manufacture any of the appliances we sell and unfortunately, functional issues do occur, even with new appliances.

  Please understand that functional issues are the responsibility of the manufacturer as they hold the first year manufacturer's warranty.

  The manufacturer's first port of call would be to service your appliance.

  However, after many attempts at service with the underlying issue still persisting, the manufacturer may decide to replace the appliance.

  We can see that our After-Sales Team reached out to the manufacturer to escalate your file for the washer on July 12th of 2023.

  Once again, we apologize for the inconvenience caused due to this.

  Thank you kindly,

  CAS

  Customer Answer

  Date: 12/07/2023

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

  The manufacturer never refunds a purchase made at a store. In ALL other stores, manufacturer isn’t involved until past 30 days. This is on CAS to handle. This is on CAS to make exemptions for customers who are used to more fair business practices. This is on CAS to have their salesmen mention the final sale policy. While awaiting refund, I have no choice but to pursue credit card charge back as a back up plan. Very disappointed. 

  Sincerely,
  
  
  
  ****** *****j

  

  Business Response

  Date: 18/07/2023

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

  Thank you for your response.

  Please know that CAS does not manufacture the appliances that we deliver.

  All appliances that we sell are equipped with a one-year manufacturer's warranty.

  The manufacturer's warranty begins the date the appliance is delivered to the customer.

  In this case, the manufacturer's warranty for your ** washer begun on June 27th of 2023.
  

  As such, any functionality related issues will be the responsibility of the manufacturer as they hold the first year manufacturer's warranty.

  Our Return Policy is also available on our website for all our customers to view.

  We apologize for the inconvenience.

  Kind regards,

  CAS
  

  Customer Answer

  Date: 25/07/2023

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

  ** *** ********** ********* your ambiguous 30 line return policy clearly written to confuse employee and people (** **** ******** **** ** **** *** **** **** ** * ***** **** ****** *** **** * ***** **** *** *** ********* ********* **** ************** *******), ends with: 

  CAS reserves the right to limit or refuse to accept the return of merchandise at any time and for any reason.

  **** * *** ***** ********* *** **** ****** ** ****** **** ** *** **** ** **** ** ****** *** *** *** ******* **** **** **** ****** ** * ********* ******* ** ***** **** **** * ******* **********. 

  
  I absolutely refuse your response. We are going in circles. Nobody comes to BBB as last resort to run in circles. I came to BBB for a transparent, public, resolution of the matter. You got contacted within 2 days about a product that doesn’t perform as expected. 
  

  FYI, I did start credit card dispute weeks ago in fear you will act non chalant ***** ** **** *** ******** Until that’s processed, I will keep refusing these generic AI responses from you. 
  
  
  *** * **** ***** ************** ** **** ****** ** **** ***** ******* *** **** ** **** *********** *** **** ** ***** ** *** **** ***** 
  
  Sincerely,
  
  
  
  **

  
  

  

  Business Response

  Date: 03/08/2023

  Dear ****** *****j,

  Thank you for your response.

  As mentioned in our Return Policy, all product defects or recalls are subject to manufacturer’s warranty.

  CAS does not manufacture the appliances we sell, as such any issues with an appliance will be addressed under the manufacturer's warranty.
  

  Upon further escalation to the manufacturer ** we can see that the ** washer is working as per the manufacturer's standards.

  An email has been sent to you from our After-Sales department containing the technician's diagnosis.

  Once again we apologize for any inconvenience caused due to this.

  Kind regards,

  CAS

  Customer Answer

  Date: 04/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we are going in circles.

  I ask BBB to make our correspondence public *** ****** ******* ** **** ****** ******** ********** 

  
  Sincerely,
  
  
  
  ****** *****j

• Initial Complaint

  Date:10/07/2023

  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.

  Date of transaction: June 12, 2023 for cook top( ******* ***) paid in full $2816.88 invoice #********. Also, for installation to **************** in advance $217.35 jobid:*******. June 28,2023, electrician $200. Total $3234.23. We paid in full for the cook top and installation fees but still cannot install the cook top. We would like a full refund

  

  Business Response

  Date: 14/07/2023

  Dear ****** ***,

  Thank you for reaching out to us to share your concerns.

  We would like to apologize for your negative experience with Canadian Appliance Source.

  We can see that a Resolutions Case Manager reached out to you on July 11th of 2023 to discuss your concerns.

  Please note that ***** *********** are our third party installation company.

  As we are two separate companies, we are not involved in each other's processes.

  Our records show that the installation for the cook-top was not completed as electrical work was required before installation of the appliance.

  We can see that this has since been communicated to you by the installers.

  Once the electrical job is completed, you may reach out to us or ***** *********** directly to book an appointment.

  We apologize for any inconvenience caused.

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because with all due respect, question : if you bought a pair of pants that didn't fit would you: A: lose weight, B: take it to the tailor to make them fit or C: return to the  store for a refund just because these people can not install the cooktop. They are telling us to rewire our house to accommodate their short comings. We felt for this once and it cost us $200 so far. ********* sent an employee to install the cooktop but he told us that we would   have to change two fuses before he could install the cooktop. We called another electrician and he changed the two fuses and changed us $200. ********* sent yet another employee to install the cooktop but he said that he does not do wiring and that we would have to get another electrician to do the wiring. This is when we decided that is was not worth the time and expense to install the cooktop and we ask for the refund. ********* admitted that they could not do the job and agreed to give us the refund $ 217.35 which we still waiting to receive. So far we have lost $417.35 on the installation and the cooktop sits our garage in the box. Now, they want to pay more money to rewire our house so can install the cooktop. Therefore, we demand that they pay the extra cost of rewiring our house because they won't give us a refund. ** **** ******* ** *****
  
  
  Thank you, 
  
  
  
  ****** ***

  

  Business Response

  Date: 24/07/2023

  Dear ****** ***,

  Thank you for your response.

  We can understand your concern.

  We apologize that the unit does not meet your requirements.

  We can see that a Resolution Case Manager reached out to you on July 24th of 2023 to request additional information in regard to the return of the ********** cooktop. However, they reached your voicemail. A follow-up email was also sent to you.

  Would you kindly respond back to the email with the required information for further assistance?

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 02/08/2023

  
  
  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:16/06/2023

  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 am writing to formally lodge a consumer complaint against Canadian Appliance Source (CAS) regarding a recent purchase made at your ********* location on May 15, 2023. The total purchase amount was $2872.74, including a washer, dryer, and 5-year warranty.
  
  Since the completion of the purchase, I have encountered numerous issues that have yet to be effectively addressed by CAS. These issues include:
  
  Delivery and Installation: The assigned installer provided only a 10-minute notification prior to their arrival, leaving insufficient time to arrange assistance for my tenants. Despite my request for support, the installer refused to aid my tenants in moving the laundry machine, insisting on scheduling another appointment.
  
  Second Installation: The newly installed washer began leaking on the same day, and subsequent leaks were observed. Despite reporting the issue, it took a considerable amount of time for CAS to arrange an inspection.
  
  Lack of Progress and Responsibility Confusion: I have been continuously shuttled between CAS, the manufacturer, and the installation company without clear guidance or resolution. The lack of effective communication and coordination has exacerbated the situation.
  
  Technician Visit: During a technician visit on June 7, 2023, I received no prior notification, despite my request. The technician identified a different source of leakage and advised against using the washer due to safety concerns.
  
  Despite these ongoing issues, CAS has failed to provide a satisfactory resolution or demonstrate a genuine willingness to address the matter promptly. As of June 15, 2023, my tenant has been without laundry facilities for 40 days, causing significant inconvenience and discomfort.
  
  I demand that Canadian Appliance Source takes immediate action to rectify the situation by:
  
  Providing a full refund of $2872.74, including the defective washer, dryer, and warranty.
  
  Compensating my tenant for the inconvenience endured during this period.

  

  Business Response

  Date: 19/06/2023

  Dear *******,

  Thank you for taking the time to share your feedback.

  We regret to learn about the issues which you have experienced due to the leaking washer.

  Our records show that a resolution case manager had spoken to you to advise on the steps involved in resolving this matter.

  Kindly note that, in order to better understand the cause of leakage, a service call was necessary to help us determine next steps.

  As the appliance is subject to the manufacturer's warranty, it was also necessary to involve the manufacturer in this process.

  Per the latest update provided to you today, the factory-licensed technician has found that the leak is coming from a drain hose extension.

  Drain hose extension is not a service that CAS offers.

  As such, we have advised that you speak with the installer for a resolution.

  CAS is going to facilitate the repair of the inlet valves.

  Parts have already been ordered and the assigned technician will contact you as soon as the parts are received.

  Kind Regards,

  CAS