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 has 42 locations, listed below.

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  Canadian Appliance Source

  2425 Matheson Blvd E Mississauga, ON L4W 5K4

  
• 

  Canadian Appliance Source

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

  
• 

  Canadian Appliance Source

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

  
• 

  Canadian Appliance Source

  G007 - 3487 Wyecroft Rd Oakville, ON L6L 0B6

  
• 

  Canadian Appliance Source

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

  

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

• Initial Complaint

  Date:12/06/2023

  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.

  We went to CAS to buy a washer and dryer unit on 06/06/2024. Our unit was delivered on 08/06/2024. Within 15 min of the installation, I went to do a load of laundry, but the machine made a strange noise and suddenly died. No power, nothing. My clothes are locked inside the machine and nothing I do (according to manufacturer) will work to release the door lock. We discover the installers had not turned on the water valves to our machine, which we believe caused the washer to malfunction. I call the installers as they were just here and tell them to come back and check the machine and that they forgot to open the valve. They said it is not their problem. I then call **********, they said it isn’t their problem for 48hrs as it is still the CAS’s responsibility. I called CAS and told them the situation, but they refuse to do anything as I must file a ticket with customer care who will review my case in 2 business days. At this point I am irate as my clothes are still locked inside the machine and all I’m requesting is that they send a technician to remove the door and retrieve my laundry while waiting for customer care to decide whether or not to replace the machine. I have not been able to get in contact with the store manager who sold us the unit. The other salesperson I dealt with said that it’s not a big problem and do I expect him to call 911 for me? I said don’t be ridiculous, just send a technician to retrieve my laundry, it’s such a simple thing to do! We haven’t even had the machine for an hour and you’ve washed your hands of it. I called ********** back, they said to call a technician and they will cover the cost as it’s unacceptable how the dealer is refusing to help. I’m extremely frustrated at the lack of customer care for a large appliance purchase. I called CAS customer care to complain and they said there is nothing they can do until their Resolution department reviews my case. I said I don’t care, just at the very least send a technician, they refused.

  

  Business Response

  Date: 12/06/2023

  Dear ******,

  Thank you for taking the time to share your feedback.

  We regret to learn about the issue which you experienced with the washer.

  However, our records show that the issue with the appliance was resolved.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the washer/dryer issue is not resolved. I have not gotten a response from the technician Customer Care has supposedly contacted to assess our machines. No one has called to tell me when they will be arranging a time to come to our home to determine if they need to be replaced. NOTHING HAS BEEN DONE. NOTHING HAS BEEN FIXED. NO ONE HAS CONTACTED ME. 
  
  
  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 16/06/2023

  Dear ******,

  Thank you for your response.

  Our records show that an issue with the appliances has been reported, stating that the washer is not receiving power.

  Please understand that, because the washer plugs into the dryer to operate, we are unable to determine which appliance is actually defective- the washer or the dryer.

  As such, we have initiated a service call in order to assess the situation.

  We can see that a service call has been dispatched from the manufacturer and the details of this service call were sent to you on June 15th.

  The technician will contact you as soon as they have a confirmed date for service.

  The certified technician will inspect the appliances and, if one of the appliances is deemed unrepairable, the manufacturer will authorize an exchange.

  Kind Regards,

  CAS

• Initial Complaint

  Date:08/06/2023

  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.

  Hi there,
  I purchased an induction cooktop from Canadian Appliances Source about 10 months ago under the warranty of **** *******. Unfortunately, two of the four burners have stopped working and are displaying an Error E1 message. I am looking to get it repaired under the warranty, but **** ******* has informed me that it is not covered as they have closed the line and it has been over three years since the warranty was issued. However, Canadian Appliances sold it to me just 10 months ago, and I am still waiting for them to accept responsibility for the sale and solve the problem. It has been three weeks now, and I am getting frustrated with having to run around in circles without any resolution. Can you please help me out? Thank you.

  

  Business Response

  Date: 08/06/2023

  Hello ****** ******,
  
  Thank you for taking the time to leave a review.
  
  Please accept our apologies for the experience you had with your unit.
  
  This is an experience we would like for no one. Please know that all units are subject to the manufacturer's warranty. 
  
  Your situation with the warranty coverage was a misunderstanding between CAS and ****. The misunderstanding has then been rectified. 
  
  Our After-sale team has been in contact with you today and the updated service information has been provided.
  
  Again, we would like to apologize for the inconvenience 
  
  Thank you kindly, 
  CAS
  
  

• Initial Complaint

  Date:02/06/2023

  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 a repeat customer. Purchased a new washer and dryer April 29. They were delivered the following Saturday. After trying the washer, it spilled water all over the floor. I contacted client service by email, with no reply. Advised to contact ** instead of CAS. Two weeks later, technician arrives to tell us the motor was burned out and it was delivered in that condition. I contacted CAS and enquired about receiving a replacement unit. Was told that they no longer deal with technical issues after delivery. I told them the technician said it didn’t break, it was DELIVERED broken. Asked if they could replace the unit, and no response from them. Technician informs us it will be three weeks to get a replacement motor for the unit. Meantime we are left without a washer for 7 weeks. Terrible client service.

  

  Business Response

  Date: 05/06/2023

  Dear ****** *********, 

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

  We regret to learn that you are experiencing issues 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. 

  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 a Resolutions Case Manager reached out to you to further discuss your concerns.

  Your file has been escalated with one of **** Case Managers for review.

  They will be reaching out to you within a time frame of 24-48 business hours to further discuss your concerns.

  Once again we apologize for the inconvenience caused. 

  Kind regards,

  CAS

• Initial Complaint

  Date:29/05/2023

  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.

  We purchased a fridge from CAS on May 21. We were unable to see the model we were interested in, in the store as they did not have a floor model. The sales person showed us similar models in larger sizes (ie. a 36" vs. 33") and we were happy with what we saw. We specifically were looking for the flex zone part of the fridge, which we thought this fridge had. The fridge was delivered on the 24th. After the two hour wait time before we could plug it in, I plugged it in and connected it to the ** app. This is when I realized the second drawer, was not a flex drawer and it was in fact a freezer. This did not work for our needs. I emailed our sales rep that night, wanting to exchange it. The following day he called me and informed me to apply for an exchange/refund on their website and it shouldn't be a problem returning it. He also told me to have a new model picked out for the exchange for whenever they contacted me. When CAS finally contacted me 2 days later by email, they told me it cannot be returned because it's "Used" as it was plugged in. This is completely unacceptable, as I would have never known the issue without plugging it in. I emailed back asking to escalate the return request, as per the instructions of our sales rep, and again was denied the return because "the specifications of the unit would have been provided at the time of purchase" which it was not or I would have NEVER have purchased it. They also changed their reasoning as to why we can't return it. Is it because it's "Used" or because "we should have received the specs". ***** ******.

  

  Business Response

  Date: 29/05/2023

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

  Thank you sharing your feedback with us.Your feedback is important to us. 

  We are sorry to learn that you had a negative experience with CAS. 

  Our records show that your request to exchange the ** refrigerator was declined as the specifications of the appliance were sent at the time of purchase. 

  Any appliance approved as an out-of-box appliance, will need to be sold on the floor at a much discounted price as they are no longer factory-sealed.  

  We can see that a Resolutions Case Manager reached out to you to discuss your concerns. 

  Thank you kindly,

  CAS

  Customer Answer

  Date: 29/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I’m currently still waiting for a resolution. Someone did reach out to me asking for additional photos of the appliance but I have not yet heard back since my reply. 
  

  I do understand that there can be a restock fee taken for open appliances, however this option was not even offered to me. All I received was a flat out “this cannot be returned or exchanged”. 
  
  
  Sincerely,
  
  
  
  ********* **********

  

  Business Response

  Date: 01/06/2023

  Hello ********* **********
  
  Thank you for taking the time to leave a review.
  
  We can see that your order was approved by our After-sale team and the unit has already been picked up by our delivery team.
  
  Please allow 5-7 business days for the refund to reflect to your card.
  
  We would like to apologize for any inconvenience
  
  Thank you kindly, 
  
  CAS

  Customer Answer

  Date: 02/06/2023

  
  
  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:23/05/2023

  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 paid $15k for appliances in November to appliance source. My home builder called and said my vent hood insert wouldn't fit and asked if I wanted to try and exchange it with CAS or modify where it was going into. I called CAS and they said I can fill out a form to exchange the unit and there would be no issue exchanging it. I informed my builder I'll exchange it for a new one that fits properly instead of modifying the build. CAS rejected my order first because I had it for too long. I told them it's in perfect condition and sealed. They asked for pictures and they would consider the exchange. I sent pictures and they pointed out a tiny whole in the cardboard, telling me its damaged and they can't exchange it. I showed them a close picture of the warehouse sticker that indicated someone inspected and approved the box, with the sticker on top of tap covering the hole. It wasn't damaged to them when they inspected it but its damaged when I simple return needs to be made. The sales team and customer service team say they can't do anything about it because they don't deal with issues "after the sale". There is an email line only. There's no way to prove there is no damage to anyone with any control, so I'm essentially stuck with a vent hood that will go in the garbage. After spending 15K, I thought this would be a simple exchange. I guess it hurts their company too much to let that happen.

  

  Business Response

  Date: 23/05/2023

  Hello *****,

  Thank you for reaching out to us to share your feedback. Your feedback is important to us. 

  Our records show that your ** Cabinet Insert was delivered on November 25th of 2022.

  Cas did not mention that the unit is damaged, rather the packaging is no longer in pristine condition as it has been in your possession since almost 5 months.
  

  As such your request to have the unit exchanged has been declined.

  CAS as a retailer, we have a Return Policy which is made available on our website.

  As per our policy, any appliance which is sealed can be returned at no penalty within 7 days of receipt.
  

  We can see that we requested for additional information on May 23rd of 2023 in order to further review your request.

  Please respond to the email sent to you with the required information for further assistance.

  Thank you kindly,

  CAS

• Initial Complaint

  Date:18/05/2023

  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 order ********** Laundry Centre from Canadian Appliance Source on Mar 8, 2023. It was delivered on Mar 11, 2023.
  
  But the the product never worked since.
  
  The manufacture booked the first check, and detected defect. They ordered the parts, and booked the second visit to fix it on April 19, but failed. They need to order more parts again.
  
  I know we have one year warranty from manufacture. But the product never worked for a single time. We lost more than two months of enjoying the product. This is not a warranty issue. This is a defect product.
  
  What a car dealer will do if the new car you bought didn't start since day one???!!! The service offered by Canadian Appliance Source is much much poorer than a car dealer in town. I visited once to the resale office in ******* many years ago. Now I am wondering how can survive with such a customer service policy.
  
  I am not filing a complaint against Canadian Appliance Source employee. They are all nice persons. Maybe the reseller has a very poor contract with the manufacture that caused my pain.

  

  Business Response

  Date: 19/05/2023

  Hello **** **, 
  
  Thank you for taking the time to leave a review.
  
  We would like to sincerely apologize for the experience you are having with the unit.
  
  We would like to wholeheartedly apologize for the experience with the ********** ********** **-inch Laundry Center. Please know that the unit is covered under the manufacturer's warranty.
  
  As the unit is subject to the manufacturer's warranty, Frigidaire holds the sole responsibility for any functionality issues or defects. A service call was initiated on your behalf by our after-sales team for the manufacturer to assist.
  
  After escalating with the manufacturer, they have advised that the technician did receive the part required to address the issue and they will be contacting you within 72 business hours to schedule a service appointment for the most convenient time.
  
  Thank you kindly, 
  
  CAS

  Customer Answer

  Date: 24/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Manufacture warranty covers normal use of the product. For example, damages caused by fire or flood, or earth quack are not acceptable to manufacture warranty. In my case, Canadian Appliance Source delivered a defective product. It may be acceptable to manufacture warranty, but not to me as a purchaser. As manufacturer has the right to reject certain cause for warranty, I have the right to reject a defective product. I am buying a brand new working product, not a defective product that needs repair on delivery.
  

  Also we have lost two months to use the product and endured tremendous headaches to straight the things out.
  
  
  
  Sincerely,
  
  
  
  **** **

  

  Business Response

  Date: 30/05/2023

  Dear ****,

  Thank you for your response.

  Please be advised that a case manager tried to call you today and it, unfortunately, went to voicemail.

  A message was left for your attention.

  Please understand that, since the manufacturer holds the warranty for your appliance, the file needs to be escalated with them.

  We have requested an update on your file.

  We would be more than happy to offer a refund on your delivery fee as a gesture of goodwill in the meantime.

  Please revert back to us if you would like to proceed.
  

  Kind Regards,

  CAS
  

  Customer Answer

  Date: 06/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:The issue has nothing to do with delivery charge. I agreed to accept your delivery charge when paying the bill at the start of the sale.

  I do not accept a defective product on delivery. That's the issue, and that's what I am complaining about. The manufacturer identified two defective parts of the brand new product on two visits which need to be replaced. A normal product does not need parts replacement at day one of service.
  
  
  
  Sincerely,
  
  
  
  **** **

  

  Business Response

  Date: 13/06/2023

  Hello ****,

  Thank you for your response.

  As advised, all product defects are subject to the manufacturer's warranty and they will only proceed with replacement if the appliance is deemed unrepairable.

  Our records show that the technician has received the parts and was to call you to book a date to complete the repair.

  We have followed up with the manufacturer in this regard.

  Kind Regards,

  CAS

  Customer Answer

  Date: 14/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:as I told you before I am not taking defective product or a product after repair as brand new product. I only ask for replacement, not even compensation for the two months we can't use the product and the emotional hassles. I'll file a case in civil court and let the court ruling decide.
  
  
  
  Sincerely,
  
  
  
  **** **

  

  Business Response

  Date: 29/06/2023

  
  Good day **** **,
  
  Thank you for taking the time to leave a review.
  
  Thank you for your 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. 
  
  This is done by the manufacturer during the production process. As such, there are times that an appliance may experience functional issues shortly after purchase and as it is a functional issue, it falls under the manufacturer's warranty. In cases like this, the manufacturer provides CAS with very specific guidelines on how to proceed. 
  
  This will almost always include having the manufacturer send out a technician to assess the appliance. 
  
  The technician's report is provided to the manufacturer who then determines whether or not they feel as though the appliance can be repaired or would need to be replaced.
  
  At this time, you are required to procced with the service from the manufacturer as per the warranty coverage for the unit.
  
  Again, we would like to apologize for the inconvenience.
  
  Thank you kindly, 
  CAS
  
  

• Initial Complaint

  Date:10/05/2023

  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.

  Bought the appliance in November for delivery in April. Dishwasher delivered on April 4 2023. We paid 2049.00 for the new dishwasher plus tax. Upon delivery we were not allowed to inspect the appliances. Several days later when the dishwasher was installed, we noticed that the display screen was broken and we immediately contacted CAS and they refused to exchange the dishwasher. The agreed to contact ** on our behalf who arranged to have a technician look at the dishwasher. His conclusion (I’m waiting for a copy of the report) was that aside from the broken display screen, the motor was defective as well as the motherboard. Despite the fact that I ordered a new dishwasher and got a completely defective one, the will not accept a return or exchange and I am stuck with a brand new, non functional dishwasher that I paid full price for.

  

  Business Response

  Date: 10/05/2023

  Dear *****,

  Thank you for taking the time to share your feedback.

  We regret to learn about the issue which you are experiencing with your appliance.

  Please understand that all product issues are subject to the manufacturer's warranty, hence the service call.

  As an authorized retailer, we need the manufacturer's approval to take back an appliance.

  The first port of call is, almost, always a service call in order to assess the appliance and, if deemed unrepairable, the manufacturer will authorize an exchange.

  We have escalated your file with ** management and will revert back within 48 hours.

  Kind Regards,

  CAS

  Customer Answer

  Date: 11/05/2023

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

  I purchased a new dishwasher, paid for a new dishwasher and this is not what I received. I would like the dishwasher replaced. End of story
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 16/05/2023

  Dear *****,

  Thank you for your response.

  Our records show that a resolution case manager contacted you on Friday, May 12th.

  As explained, the manufacturer has stated that the appliance is repairable.

  As an authorized retailer, we are unable to proceed with a replacement, unless this is approved by the manufacturer.

  However, the case manager has offered 10% off the cost of the appliance as a gesture of goodwill for all the inconvenience caused due to this matter.

  We never received a response to our email.

  Please revert back to the case manager.

  Kind Regards,

  CAS

  Customer Answer

  Date: 23/05/2023

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

  Given the fact we are now 6 weeks without a working dishwasher and the fact that we purchased a new dishwasher and we will be getting a refurbished one, we feel that 20% rather than 10% off given the great inconvenience and undue stress this has caused us
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 30/05/2023

  Dear *****,

  Thank you for your response.

  As discussed with your case manager today, we have increase the compensation amount to 15% and have advised **** to proceed with the repair.

  A credit has been added to your order for the compensation.

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

  Kind Regards,

  CAS

   

  Customer Answer

  Date: 05/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept. 

  I would like to make it clear however I am not at all satisfied with the service I received from CAS and I will not be buying appliances from them in the future.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/05/2023

  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.

  Purchased a stove may 1. The stove does not work and the company was contacted by Tuesday to notify them of the malfunction of the stove. When you try to use it the temperature of the stove was immediately surpassing the set temperature time. I have contacted the sales rep multiple times , you constantly are sent to a call center. I want a full refund if the stove taken back obviously I do not want a stove that doesn't work .. I called ********** multiple times like I was instructed to. It's now officially been a week without me having a stove !

  

  Business Response

  Date: 10/05/2023

  Hello ***** *******, 
  
  Thank you for taking the time to leave a review. 
  
  We would like to sincerely apologize for the experience you are having with the unit.
  
   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. Therefore, CAS does not perform Quality Control testing on any of the appliances we sell. This is done by the manufacturer during the production process. As such, there are times that an appliance may experience functional issues shortly after purchase and as it is a functional issue, it falls under the manufacturer's warranty. 
  
  As mentioned over the phone with you today, we are currently escalating tye issue with ********** and you will be contacted within 48 hours regarding their response to us.
  
  Thank you kindly, 
  CAS

• Initial Complaint

  Date:05/05/2023

  Type:Sales and Advertising 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 ******** (Canadian Appliance Source, ******* Location)
  
  I am writing to complain about an order/the service I received from a sales representative, **** **** in the ******* location. On April 17, I placed an order of a laundry center, including white glove service. Unfortunately, the delivery was unsuccessful due to a lack of information gathered by **** during the order process. When the delivery crew arrived, they were unable to install the appliance on the second floor and informed me that the delivery needs to be rescheduled with a 4-men team. When I rescheduled the delivery on-line, there was an extra charge of $200 on top of my previously paid-in-full invoice. I am frustrated given that (1) the extra cost was a direct result of the salesperson not taking the time to inquire about the setup of my home, and (2) no one has discussed the extrac cost with me before it was added to my invoice. When I followed up with ****, his comment was “you should have come with all the questions and told me the details of your house set up.”. I found that his comment was very unprofessional and unreasonable. I don’t purchase appliance frequently and would not know what is relevant to inform a delivery arrangement. I had mention during my order process that it was a townhouse (not a condo), so a laundry centre can be in the basement, ground floor or the upper level. My townhouse is a common ******-built one with no custom set up. I could not agree to the extra cost that I was not informed of during my order. Upon my request, **** agreed to cancel the order, but insisted that I had to pay for the $90+tax delivery charge.
  
  I expect that an experienced sale professional would have a standard list of questions to confirm the critical details to inform the delivery charge during the order process. I request that CAS investigate this order and refund the delivery charge.

  

  Business Response

  Date: 05/05/2023

  Hello **** ***, 
  
  Thank you for taking the time to leave a review. 
  
  We would like to sincerely apologize for the experience you may have had. 
  
  We are sorry for the lack of communication regarding the delivery service that is provided by our third-party delivery partners.
  
  However, due to the large unit, your order required a 4-man delivery team. That service is more expensive than your order. 
  
  As requested your order has been cancelled and a full refund amount has been refunded in the sum of $1,948.11 + $101.64, a total amount of $2,049.75. 
  
  Thank you kindly,
    CAS

  Customer Answer

  Date: 05/05/2023

  
  
  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:04/05/2023

  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.

  Transaction date: 08/04/2023
  Amount: 999$ + taxes
  Order #********
  Nature of dispute: I saw a cheaper price on internet from a local store 3h after purchasing a dishwasher (April 8th) and they never wanted to match the price and reimbourse the extra paid.
  
  I sent the cheaper price (904.99$ to ****** **) & local store link to the salesman (**** ****** ******* ****) and I TOLD HIM THAT I WOULD BRING BACK THE DISWASHER. He told me HE WOULD TAKE CARE OF IT on the 10th so I didn't bring back the dishwasher. Nothing was done on the 10th and he was hard to catch for the following days.
  
  I was then told to contact customer service because he couldn't do anything. Customer service told me on the 19th (***** *****) that she was sending a note to salesman without wanting to tell me what it was but that he would be able to take care of it.
  
  I've tried to contact (phone + email) the salesman many time with no answer...
  
  Today, May 3rd, customer service told me that the company policies don't offer to match prices after it's delivered, that I can return it if I want! Almost 1 month after...
  I DEFINITELY WOULD HAVE RETURNED THE UNIT IF THE SALESMAN WOULD HAVE TOLD ME THE THRUTH RIGHT AWAY! He knew what he was doing by buying time.
  
  All I'm asking is to be fair and reimburse 94$ + tax.

  

  Business Response

  Date: 05/05/2023

  Hello ******* ********, 
  
  Thank you for taking the time to leave a review.
  
  We understand your frustration and we understand that you may not agree with our policy.
  
  However, we can see that you purchase an ** ********* 24 Inch Dishwasher with us which was picked up on Apr 8, 2023, at 12:15 PM.
  
  Our records show that you called in on April 19th to report the issue with the price discrepancy/price match.
  
  As this was reported after pick up, we we are unable to accept your request as we do not price match items after delivery or pick up. 
  
  Prices can change at any time due to the market value of a product at the time this was the standing price of the unit sold by a Canadian appliance source.
  
  We apologize for any inconvenience 
  
  Thank you kindly,
    CAS

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called the salesman at 4pm on April 8th (same day of purchasing) and I sent him an email with explanation, ****** ***** ** **********.

  I would have have brought back the unit at 4pm the same day if the salesman would have told me right away that the price would not be matched.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 10/05/2023

  Hello ******* ********, 
  
  Thank you for your response.
  
  Unfortunately, we are unable to move forward with your case/request.
  
  The unit has already been delivered, we do not price match after delivery or pick up. 
  
  Customers can fill out the return and exchange form available on the website if they are dissatisfied with a purchase.
  
  Thank you kindly, 
  CAS