Complaints

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

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  Canadian Appliance Source

  2425 Matheson Blvd E Mississauga, ON L4W 5K4

  
• 

  Canadian Appliance Source

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

  
• 

  Canadian Appliance Source

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

  
• 

  Canadian Appliance Source

  G007 - 3487 Wyecroft Rd Oakville, ON L6L 0B6

  
• 

  Canadian Appliance Source

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

  

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

• Initial Complaint

  Date:30/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an appliance from Canadian appliance stores. They delivered the appliance through. I guess their third-party delivery company at which point they damaged a countertop. They were so rushed to get out of the house. I didn’t notice the damage till about 10 minutes later, the rushed me to sign a delivery paper and took off out the door, telling me if there’s anything I had 48 hours.. I paid for an installation of the appliance they did not test the appliance didn’t even check to see if it worked but rushed out the door stating don’t worry you have 48 hours and left as soon as I noticed the damage I immediately contacted the company twice, letting them know that they damaged a counter now they are refusing to compensate me for the damage because I signed the paper that they rushed me to sign hasn’t even been 48 hours

  

  Business Response

  Date: 05/04/2023

  Dear ********,

  Thank you for taking the time to share your feedback.

  We regret to learn about your delivery experience.

  Please note, when accepting delivery from a third party delivery service, the third party would be responsible for all liability, damages, and claims that may arise due to the delivery of services provided.

  We are two separate companies and are not involved in each other’s claims process. 

  However, our records show that the matter was escalated with the carrier on your behalf.

  We have received confirmation that this has been settled and a final release was signed.

  A resolution case manager left a message for you today, confirming the same - please do not hesitate to call back if you have any questions.

  Kind Regards,

  CAS

• Initial Complaint

  Date:29/03/2023

  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.

  Bought product on March 18th. Delivery was on March 20th. Supplied us with a defective product. Filled out forms of the defective product. Waited days for response. Nothing. Called them to find out. Told me they are going to send tech. Sent text out 2 days later, tech said “ there is hole in the interior drain pipe. Emailed back. Nothing for days . Called kept getting hung up on by their customer care and I was being extremely polite and sincere in my comments . After sales team doesn’t respond for days on end. I have an unusable machine and lost my hard earned money. They have 25% restocking fee which is not disclosed prior to sale. Forces customers to take unnecessary hardships and deny requests (for refund or replacement) at their own will. March 28th still waiting on email. This is causing me a lot of anxiety and stress.

  

  Business Response

  Date: 30/03/2023

  Hello ***** *****,
  
  Thank you for taking the time to leave a review. 
  
  We would like to sincerely apologize for the experience you may have had and the experience with the functionality issues of your ********** **********  Washer.
  
  Our after-sales team was able to reach out to you and the request to return the unit was approved ten delivery service has been booked for Monday, April 3rd.
  
  Thank you kindly, 
  
  CAS

• Initial Complaint

  Date:24/03/2023

  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 bought a ** refeigater Model # ********** order number #******** from CAS at *** ******* ** ** ******* ** *** *** from **** ****** on 21-03-2023 (sales person). I paid $2,016.11 for the referigater and **** said CAS would use their contractor, **** ****, to deliver. The referigater arrived with a dented back and missaligned right door. I called **** to say the new fridge arrived damaged and asked him to come pick it up and replace it with an undamaged fridge. He said he couldn't help me and suggested I contact customer service...which I did. Customer service is "online" and I filled out their form and attached about 5 pictures of the damaged fridge, serial number. next day 22-03-2023 I received an email suggesting that a give 10% of compnesation and instrucation to aligned door my self. I send the email back to the Coustmer service back same day for asking that send technician to fix door alignment or take the fridge return as i did not use and did not turn on. I called same person next day 23-03-2023 to discuss my emial person said they can't discussed over the phone and i need to wait for his/her email with time frame of 2 business day. it was so pathetic coustmer service i ever go through. than 23-03-2023 i reach out to ** coustmer support team via on line chat and i have been given ** technicain to visit my home to fix the issue but ** technicain schedule to come 29-03-2023. ** support team call the CAS coustmer support for my request and after few hours i received eami l form CAS stating they can not send technician to fix the door alignment and asking to provide interior pictures of the fridge and freezer. 23-03-2023 around 6PM I send the pictures to CAS coustmer service person and now waiting for his/her replay. I was not happy with the way they treat the coustmer who trust them and pay them for the new fridge.
  They don't believe in customer service, they do not wan't discussed about the issue over the phone and telling we just repond to the email in 2 business day.

  

  Business Response

  Date: 27/03/2023

  Dear Customer,

  Thank you for taking the time to share your feedback.

  We regret to learn about this issue.

  Please understand that we receive all appliances factory-sealed from the manufacturer and those are only unboxed after delivery/ pick up.

  As such, it is impossible for us to know if an appliance is damaged.

  This is why, when reported, we will assess in a way which allows the customer to use the appliance as soon as possible - for example, offering monetary compensation - or ensure it is addressed under warranty.

  In this case, door alignment is not the manufacturer's or CAS's responsibility - this is has to be adjusted by the customer.

  However, we can see that a member of our resolutions team contacted you in regards to the dent and approved your request to exchange the appliance and delivery was booked for March 27th.

  We sincerely apologize for any inconvenience caused.

  Kind Regards,

  CAS

   

• Initial Complaint

  Date:20/03/2023

  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 put down a deposit for appliances in November-22, the sales person (***** ****** - ********* at that time he assured me that this was a refundable deposit and that the deposit was just to reserve the items. He just said that to me so I that I put down a deposit. Now that I want to cancel my order the are not returning my deposit of $5000 and want ***** from me. **** ***** **** **** *** ******* * ***** ********* ** **** ***** ******* ********* *** ********. There seems like there is no escalation process available to resolve this at their end.

  

  Business Response

  Date: 21/03/2023

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

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

  We are sorry for any inconvenience caused by your order.

  We can see that your order was canceled on March 18th of 2023.

  As the Credit Card used to make the deposit is no longer valid, we requested a void cheque in order to process your refund through EFT.

  Our records show that a Resolutions Case Manager reached out to you on March 21st of 2023 to ensure that the void cheque was sent to the concerned department.

  Please know that you will receive an automated email once the refund has been processed.

   Once again we apologize for any inconvenience caused by your order.

   Thank you kindly,

  CAS

  Customer Answer

  Date: 24/03/2023

  
  
  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.
  
  

  The amount has been refunded to me.

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

• Initial Complaint

  Date:20/03/2023

  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 a microwave from Canadian Appliance Source (CAS) in Nov of 2022 for $158.19. In Feb of 2023 the microwave started to spark, even when empty. CAS told me to contact ********* for warranty, which I did. ********* agreed to replace the microwave under warranty and gave me a letter to give to CAS for warranty replacement. I contacted CAS on three separate occasions including going to the store in person with the letter authorizing the replacement of the microwave. All three times CAS refused to honor the manufacturers warranty. I was sold a microwave that included a manufactures warranty, at no time during the transaction was I informed that CAS doesn't honor manufactures warranties.

  

  Business Response

  Date: 21/03/2023

  Dear *******,

  Thank you for taking the time to share your feedback.

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

  Please understand that ********* does in-house exchanges with customers - they do not go through CAS.

  If ********* was to request help from CAS to replace a unit, the ******** letter is not the document they would send.

  We have received no communication from ********* in regards to your order.

  However, we will contact them on your behalf to have more information.

  Kind Regards,

  CAS

• Initial Complaint

  Date:09/03/2023

  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 a refrigerator on February 11, 2023 (Order ********). The refrigerator is both damaged and has been defective from the day it was delivered. The damage: There is a dent in the lower right that was covered by a sheet of plastic upon delivery, so I didn’t see it until after I had placed the fridge and removed the plastic. The defect: A couple of hours after I plugged it in it started making a squeaking sound (like styrofoam being rubbed together). That stopped, but now it is very loud in two ways. Often there is a very loud humming. This is sometimes combined with loud grinding noises. The noises are so loud that I can hear them on different floors of the house. It is so bad that my family cannot sit comfortably at our dining table or living room. CAS will not take the fridge back, only offering to send a repair person out to have it repaired under warranty. But I’m not comfortable with a fridge that is broken from day one and is from a manufacturer with such bad quality control. I offered to buy a more expensive model to replace this one upon return of the defective fridge, but CAS just insists that I oversee the warranty repair process. In their most recent email to me, they even suggested that this may take several repair visits. Not only will managing this process involve staying home from work to meet and deal with a repair person however many times they have to come out, but it also means having to worry about when it will break next as the unit obviously slipped through quality control. I simply cannot believe that a company would sell defective merchandise and tell customers that the bad goods they sold them are now their problem to deal with. It’s unbelievable. I want a refund and nothing more to do with this company.

  

  Business Response

  Date: 09/03/2023

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

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

   We are sorry to learn about the issues you are experiencing with your ********** refrigerator.

  Please note that CAS receives all appliances sealed in their original packaging directly from the manufacturer.

  As such we have no way of knowing if an appliance is damaged or defective.

  Appliances that are identified as defective or damaged during delivery should be refused immediately and sent back with the delivery team.

  However, we can see that the refrigerator was accepted upon delivery and is currently being used.

  The issues you are experiencing are covered under the manufacturer's first-year warranty.

  Our records show that a service call has been initiated on your behalf with a certified technician to inspect and fix the issues with the refrigerator.

  If the unit is deemed irreparable, the manufacturer will authorize and issue a replacement for you under warranty.

  We apologize for any inconvenience caused due to this.

  Kind regards,

  CAS

   

   

  Customer Answer

  Date: 09/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We could not refuse delivery immediately. As I have mentioned, the dent was covered by some plastic meant to prevent scratches. We would have liked to remove this plastic to inspect the fridge before signing the form indicating there was no damages, but one of the delivery drivers refused to wear the mask we offered him and was standing there waiting for us to sign, so we were forced to choose between taking the risks involved in having him in the house longer or risking the discovery of an issue once he had left. In any event, we were told that we could return it within 48 hours if there was a problem. Our sales person said so as did an online representative. I attach a screenshot of the online rep telling us we had 48 hours to notify CAS of a defect for return. I raised this issue well within that period.

  Yes, the fridge is in use. How could I know that it was defective without putting food in it and plugging it in? It is only after doing this that it started making loud noises that make it difficult to enjoy the bottom floor of our house. CAS's stance appears to be that it if it sells a defective product to a customer, it is the customer's responsibility to deal with repairing it by going through the warranty procedure. **** ** ****** ************* *** *** * ******* ***** ** ** ** ** **** ********* *********** *** ***** *** ******** ******* *** ****
  

  
  

  

  Business Response

  Date: 21/03/2023

  Hello ****** *******,
  
  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.
  
  We are bale to confirm with the manufacturer that a service has been scheduled for March 30th and you were notified d confirm regarding the service.
  
  
  CAS

  Customer Answer

  Date: 22/03/2023

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

  This is at least the third time that CAS has cited the fact that they don't manufacture the appliance as a reason for not doing anything. I have explained to them why this is irrelevant. *** **** *** ******* **** ** ***** *** ******* ** ******** *** *************. ** ** **** ***** ** **** ***** *** ***** ********* ***** **** **** ** ** *** ********* *** *** ************* *** ** *********** *** *** ******* ** ***** **** ** *** *********** **** ***** ********* ************ ** ***** *** ***** ** ******** **** ***** ***** ********* * **** ***** **** ******  

  Moreover, CAS's refusal to do anything is in direct conflict with commitments made to be by its sales representatives. * ****** * **** *** ** this resonse in which the representative clearly states that CAS will provide a replacement “If its bvroken oir anything happened in the first 48 hours” (sic) and that the manufacturer warranty and repairs is the recourse “after that”.

  Sincerely,

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

  

  Business Response

  Date: 23/03/2023

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

  Thank you for sharing your response with us.

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

  Any issues with an appliance will be addressed by the manufacturer's warranty. 

  Our records show that your a service call has been initiated on your behalf with a certified technician on March 30th of 2023.

  We apologize for any inconvenience caused due to this.

  Thank you kindly,

  CAS

• Initial Complaint

  Date:05/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered full house appliances for more than $60,000 in summer 2020 in order to get my appliances in fall 2021 and paid a deposit.
  In Fall 2021( October 2021) I paid the full amount for the invoice and was told everything will be delivered in 45 days.
  A few weeks after paying, started to get back order notifications and then kept getting those. The first truck came in march 2022 and then there after every couple of months I got 1 or 2 more.
  Our steam oven arrived in late 2022 and we are still waiting for our wall oven for more than a year.
  They have not offered any compensation, no loaner to use and no free upgrade as they keep pushing the date further and further, the last one was Feb 23 and now it is June 2023.
  I do not believe **** *** has not manufactured any wall oven for the last 1.5 years and also I do not believe that anyone in their waiting list have been waiting more than I have so the priority should have been given to me but it is not happening.

  

  Business Response

  Date: 07/03/2023

  Dear *** ******,

   

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

   

  We apologize that ******** wall oven has been affected by manufacturing delays.

   

  Please understand that all manufacturers are experiencing production shortage and hence there can be delays with your appliances.

   

  Your order is a top priority, and is in the queue for arriving inventory.

   

  At the time of purchase, our Sales Team has been advised to give as much information as possible concerning expected timelines and estimated arrivals.

   

  However, our team may not have any way of knowing if a particular model has been unexpectedly affected by a manufacturer's delay.

   

  Our records show that a Resolutions Case Manager reached out to you on March 07th of 2023 to further discuss your concerns.

   

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

   

  Kind regards,

   

  CAS
  

• Initial Complaint

  Date:28/02/2023

  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 oven in October 2021 for $2676.91. The Canadian Appliance Source has not resolved two issues, but referred me to a customer service number about a door issue I had during the first 3 months of owning oven. They emailed asking for photos, which I sent, but nothing was done to fix the issues. Three months ago the oven temperature failed, it never stays at the right temperature set and has burned several cakes/cookies etc. I was told to unplug for 10 minutes, which I tried several times and even overnight. Then I was referred back again to the customer service who spent an hour on phone telling me how to reset oven. Nothing I tried resolved the temperature issue. They were going to send a technician then looked up my postal code and said they don't service this area (I live 10 minutes away from the store of purchase which is CAS, *** ******** ******* ******* *** *** ***). I went back to the store to be told there was nothing they could do for me. I resent spending close to $3000 on an oven which didn't even last a year. I went to Canadian Appliance Source rather than a big box store as they assured better service. **** *** * ***. I should have been told that no after service would be provided and not led on a wild goose chase.

  

  Business Response

  Date: 03/03/2023

  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.

  Our records show that the appliance was purchased in October 2021, thus now out of the manufacturer's warranty.

  However, we have contacted ******* about this matter and shall revert back to you as soon as we receive a response.

  Kind Regards,

  CAS

  Customer Answer

  Date: 05/03/2023

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

  The Canadian Appliance Source has referred me back to the ******* customer care service twice with no resolve.  In fact, I was told that ******* does not service the area in which I live (9 minute drive from the store where I purchased the oven) so they refused to deal with any complaints.  The sale rep at Canadian Appliance Source also gave me a private technician's phone number who he assured was personally known to him and that he would come to my home to service the oven.  I called the phone # on four occasions left messages, and to date have never heard back from the technician.

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

  

  Business Response

  Date: 08/03/2023

  Dear ********,

  Thank you for your response.

  Our records show that a senior member of our resolutions team reached out to ******* to discuss your file and an email was sent to you on March 7th in regards to this matter.

  We have received no response to our email at the time of this response.
  

  We have been informed by ******* that they are not able to assist with the issue as the appliance is no longer under warranty.

  The warranty expired early October of 2022.

  However, ******* is more than happy to recommend a certified technician which you can contact for further assistance.

  If you would like to proceed, please revert back to our email.

  Kind Regards,

  CAS
  

  Customer Answer

  Date: 17/03/2023

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

  Here is the response that I have sent to the email I received from Canadian Appliance Source: Thank you for your response.  I spoke to the ******* Customer Care service and they looked up my postal code and said they do not have a ******* technician who services this location in ********, *** ***.  I have been sent round in circles for months and cannot get a technician (not even the one given to me by *** (the sales rep in ****** CAS who sold me the oven) to come to assess the oven.
  
  If you are able to secure a technician to come to my home, please let me know.  As I have said I have tried for months to no avail.  I am just left with this useless appliance.
  
  ******** ******
  *****  ************
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 23/03/2023

  Dear ********,

  Thank for your response.

  As explained by our Resolutions Team, the issue was reported to ******* outside the warranty period, which is why they were not able to assist with repair.

  However, our team just sent you an email with a list of service centres we located in your area, which should be able to assist.

  Please respond to our email if you have any questions or concerns.

  Kind Regards,

  CAS

• Initial Complaint

  Date:28/02/2023

  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 a damaged dishwasher that only had damage on the back of the unit. It did not have any damage on the front door. At the time of purchase I took photos of the entire dishwasher. When I picked up the unit it was fully wrapped in bubble wrap and cardboard. Once home I unwrapped the unit and found multiple scratches on the door and immediately called the sales representative and left a message. He never returned my call. I used a different phone number and he finally answered at which time he sent me an email and said to fill out the information immediately and submit it. I did exact that and now today received an email that too much time has passed.

  

  Business Response

  Date: 08/03/2023

  Hello ***** ********,
  
  Thank you for taking the time to leave a review.
  
  We are sorry for the issue with your ******** ************ Dishwasher. 
  
  As discussed over the phone with our after-sales team, we are looking into replacing the door for you. 
  
  You will be contacted within the next 48 hours with updates on the procedure.
  
  Thank you kindly,
  
  CAS

• Initial Complaint

  Date:27/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company mentioned delivered my new fridge and dishwasher to my home, however when delivering the fridge, they gouged my hardwood floor and the new fridge and tried to cover up the damage. The delivery team used an existing runner/carpet to drag the fridge through a doorway from the dining room to the kitchen and did not use their own moving blankets or tools. This caused a hole in the underside of the carpet. They then moved the carpet to conceal the damage to my hardwood floor.
  
  After the appliances were in the home, the team pressured me to sign a "confirmation of delivery" and out the door as they were running late. They represented the document as a confirmation of delivery where I signed, and they were on their way. Later that week, I noticed the damage and contacted the company however, they advised that because I signed the form, there was no potential for resolution. I called to escalate or challenge them, and they said I signed the release form. This company is acting in bad faith by telling me one thing and doing something different. There was no attempt at a fair resolution or wanting to make the situation right.
  
  I also contacted the vendor (CAS) who asked me to fill out a form, but there told me to work with logistics company.

  

  Business Response

  Date: 02/03/2023

  Dear ******,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience.
  

  We have escalated your case with our delivery partner who has advised they will be contacting you to reevaluate the case.

  Please allow 48 hours for contact.

  Kind Regards,

  CAS