Complaints

This profile includes complaints for Long & McQuade Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Long & McQuade Limited has 66 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Long & McQuade Limited

  722 Rosebank Rd Pickering, ON L1W 4B2

• 

  Long & McQuade Limited

  2777 Steeles Ave W North York, ON M3J 3K5

• 

  Long & McQuade Limited

  20 Grote St St Catharines, ON L2N 2E7

• 

  Long & McQuade Limited

  902 Simcoe St N Oshawa, ON L1G 4W2

• 

  Long & McQuade Limited

  1887 Kingston Rd Pickering, ON L1V 1C9

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:08/05/2023

  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.

  Long and McQuade sold me a ****** *** **** as a demo model, and the checklist in the case says there's a warranty card included. But, the warranty card is missing and this would seem to suggest that the manufacturer's warranty for this guitar is void if there was a previous owner, but that wasn't stated in the purchase agreement. See:
  
  https://******************************************** ****** Warranty
  
  THIS WARRANTY IS EXTENDED TO THE ORIGINAL RETAIL PURCHASER ONLY AND MAY NOT BE TRANSFERRED OR ASSIGNED TO SUBSEQUENT OWNERS. YOUR PROOF OF PURCHASE OR SALES RECEIPT MUST ACCOMPANY ALL REQUESTS FOR WARRANTY COVERAGE.
  
  This Warranty Is Subject To The Following Limitations
  
  THIS WARRANTY DOES NOT COVER:
  
  2. Any instrument whose warranty card has been altered or upon which false information has been given.

  RE: Temporary complaint ID is ************************************ Greg H. from Long and McQuade Richmond sold me a *** **** Standard which he represents as a "demo or flooor model", and told me the guitar had been "rented out" which would seem to indicate that the lifetime manufacturer's warranty had not been voided, because ownership has not changed hands. See: https:/********************************************* ****** Warranty THIS WARRANTY IS EXTENDED TO THE ORIGINAL RETAIL PURCHASER ONLY AND MAY NOT BE TRANSFERRED OR ASSIGNED TO SUBSEQUENT OWNERS. YOUR PROOF OF PURCHASE OR SALES RECEIPT MUST ACCOMPANY ALL REQUESTS FOR WARRANTY COVERAGE. This Warranty Is Subject To The Following Limitations THIS WARRANTY DOES NOT COVER: 2. Any instrument whose warranty card has been altered or upon which false information has been given. And, as per the checklist included with the guitar case (*** ********* the warranty card should be included with the case, but upon inspection, the warranty card is missing from the case. This would seem to suggest that the Manufacturer's lifetime warranty against defects has been voided, and constitutes a gross misrepresentation of what I was purchasing. Upon contacting Wesley W. from Long and McQuade Terminal Avenue Vancouver who finalized the sale, he said he 'would produce this unaltered warranty card for me to submit to ******'. However, I have found evidence online that states the warranty card must be submitted within 15 days of purchase by the original purchaser., and this time has long past. What I now think about this purchase is that this was a case of bait and switch, whereby I was led to believe I was getting a new guitar with a full manufacturer's warranty at a reduced price, but what I now have is potentially a $3000 plus liability if anything goes wrong with this guitar in the way of manufacturer's defects.

  Business Response

  Date: 18/05/2023

  The Warranty rules that are being referred to our U.S. warranty rules.  In Canada, the ****** warranty is administered by Long and McQuade and our Distributor ********* *****.  There is no issue with the warranty moving forward. The customer will have a full new warranty, the same as any other ****** sold in Canada.  I will also point out that the Canadian Warranty is much more extensive, the U.S. warranty only covers manufacturing details, the Canadian warranty is all inclusive.

  The customer is always free to exchange the guitar for a "non demo" item, and pay the appropriate upcharge.

  ***** ****

  Customer Answer

  Date: 18/05/2023

  
  
  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,
  
  
  
  **** *******