Complaints

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:25/11/2023

  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.

   
  Complaint: 20915096
  
  I am rejecting this response because:

  We are not about to say we are satisfied and have the case closed when we have yet to hear an actual response as in a plan of action from The **** Group. Something more than that they will respond -eventually (as no timeframe was provided)  

  We have been getting the runaround since end of August already. 
  
  Sincerely,
  
  **************

  3-5 days. 2 weeks later I got the most condescending phone call. He asked did I remember signing a form and that he wanted to help but his hands were tied bc I signed this form. I communicated that I was unable to see any damage prior to signing and felt pressured to sign so they could leave. He repeated that I signed it and didnt have to. Then he gave his scripted sign off which was not fitting to the exchange that we had. The next day I emailed asking for a follow up as I couldnt remember if I had spoken to the fridge being on top of the damage.I have since called and emailed CAS more than a handful of times.I have also emailed and and left a phone message to The **** Group.CAS also communicated they were still waiting on a response from the **** Group in response to our complaint and that is the reason they had not been responding to us. I was told another email would be sent to The **** group requesting an update. We continue to wait

  Business Response

  Date: 04/12/2023

  we have received this letter and I am working on a response. ********* ******** manager is returning to work December 5th, I will speak with him and respond again at that time. 

   

  thank you

  Business Response

  Date: 14/12/2023

  12/13/23 - 10:40am I called ************** at ************, and left a detailed voice mail requesting call back. thank you. 

• Initial Complaint

  Date:14/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 20605798
  
  I am rejecting this response because:

  My recollection of the events that have taken place do not coincide with the summary provided by The **** Group.

  My husband and I followed the What to Expect from Us and the required for installation check list provided from ********** at the time of purchase. Under the Removal section it does not state anything about doors not being removed when the driver moves your old appliance. This was also discussed during our purchase with the very knowledgeable sales associate at the ********** and no concerns were raised. It was stated that this is something they do all the time.

  Upon arrival The **** Group did enter our home to walk the path and see what what is required of them. I heard my husband clearly discuss our expectations of the kitchen fridge be moved to the garage and the unplugged fridge in the garage be disposed of.
  

  When the delivery men took the door from our kitchen fridge to truck, I quickly inquired to why this was taking place. They stated that they could not remove the doors from our kitchen fridge due to liability concerns. Upset and disappointed about this situation, they pushed our kitchen fridge aside and proceeded with the delivery of our new fridge. After some discussion with my husband we quickly requested that they move the old fridge from our kitchen into the garage and we would be responsible for placing the doors back on the fridge as well as disposal of our garage fridge. In short, they were asked not to remove any fridge from our property. This was extremely clear. After they removed the fridge from the kitchen I noticed that it was out by the truck, not left in the garage as requested. I went outside to ask for the fridge to be placed back in the garage and was shown that the wires had been cut and that was too bad.  Extremely frustrated and disappointed I let the employees of The **** Group know that I would be contacting the President of the **********, coincidentally I also received a survey texted to me by the **** Group asking me to rate their service, I let them know that I would be providing a very poor rating on the survey. I do have a witness that can confirm this. I dont recall being asked to sign any paperwork to finish putting the handles in place? This really doesnt make sense since the delivery was already initiated. I dont think you need to sign paperwork for the handles to be installed on your fridge??

  I did contact the ********** in writing with my dissatisfaction and concerns with the delivery of my new fridge. 

  I also voiced my concerns if these delivery employees were fit for work. They both smelled of cannabis during the delivery and I wonder if this is why there was confusion on their part.

  On Sept 9th, ****** contacted by phone and was very apologetic about the whole incident and took responsibility. We discussed a used fridge and I shared several reasons why we would not be interested in a used fridge. He said that he wanted to make the situation right and I asked him more than once what he expected if he was in the situation. We discussed our side by side fridge and the importance of us needing the same style of fridge. HE then asked me to look around at NEW fridges for something comparable and to send it to him. We also discussed that we would no longer be using the ice and water functions so we didnt need these options in a new fridge. He also stated that he would personally deliver the NEW fridge as we were not interested in dealing with his delivery staff again. He did mention that he was going to share these details with the Vice President of The **** Group. As requested I sent ****** a new fridge from the ********** that was comparable to our damaged fridge. This was the cheapest side by side fridge that was available.I texted ****** on Monday for an update and he shared that he was not working and he would provide me with an update on Tuesday morning. ****** called me on Tuesday afternoon to say that he would not be replacing my damaged fridge and that he would be searching Marketplace and Kijiji for comparable models and providing me with fair market value for the fridge. He changed his mind. I provided a copy of this text in my first complaint sent. I do not feel that this is a fair offer to replace a good working fridge. Especially taking in consideration locating, delivery and removal of the old garage fridge.

  Ive also requested that our original fridge be by a professionally fixed and a receipt be provided for warranty in writing to The **** Group and **********. ****** confirmed that it could be fixed. ****** said that he is hesitant to fix our fridge before of warranty issues and that it could stop working at any time. Coincidentally these are some of the exact reasons why we are not interested in a used fridge. 

  I appreciate the assistance of the BBB with this frustrating situation.

  I am saddened that The **** Group is not being genuine and truthful in their responses to this situation. After reviewing their website the Director of Operations ************************* states that We want our customers to have the best service in the industry. Its extremely disappointing that experience has been far from it.

  If you require an additional details or information, please reach out.
  Sincerely,
  

  
  ******* Y

  and unplugged. The delivery gentleman said that they were unable to remove the doors of fridge in the kitchen because of possible damage and they didnt want to be liable. So they carried on and brought in the new fridge. My husband and I quickly decided to cancel the haul away that was paid for and asked them to simply leave the old fridge from our kitchen in garage, which they agreed to. I then observed them taking our fridge from the kitchen to their delivery truck. I then inquired again about what was going on and the delivery guy argued with me and showed that the electrical wires had been cut on the fridge and he said too bad. Both gentleman were incredibly rude and other neighbours noticed this as well. The delivery driver also accused me of lying. Incredibly disrespectful.I will be attaching pictures for your reference. I believe the refrigerator in question should be replaced with a comparable new fridge or We are requesting that our damaged fridge be repaired by a reputable appliance repair company and the receipt for the parts and labour be provided for warranty of these repairs. Once the repair is complete we are requesting that our fridge be delivered back to our home.

  Business Response

  Date: 22/09/2023

  Good Morning
  
  I have reviewed with the team several times as well as speaking with then at the time of the delivery. Here is a summary of what took place.
  
  Upon arrival, 1 of the team greeted the customer and entered the home to walk the path and see what was required of them. Because there was a haul away on the paperwork he asked her if the old fridge in the kitchen was going to which she replied yes. At that point the removed the right had door (side by side) as there were just bolts holding it on. When the employee took the door out to the truck she then spoke up and asked what we were doing to which he replied that they were removing the old fridge for disposal. She advised at that time that she had wanted it in the garage and the unit from the garage disposed of.
  
  The team then explained that they would not be able to remove the left door of the fridge in the kitchen (which needed to be removed to move out) as it had all the wired connections. At that point customer became very belligerent with the team and they were told to just move it aside and her husband would take care of it.
  
  The team then brought in her new fridge and while doing so she kept on them about moving the old fridge to the garage. The team, politely, explained over and over that they could not finish the disassembly of the old fridge to move it as she kept telling the to do.
  
  She finally just told the team to just take it then. At that point they removed the left door and cut all the wires so that it could be moved from within the home and placed onto the truck for disposal.
  
  The customer was outside yelling at the team about the entire experience and would not sign any paperwork not allow anyone back into the home to finish putting handles on or putting into place.
  
  
  At this time, customer is of the mindset that we are going to purchase a brand new side by side fridge for her now for her garage. She even has one picked out?The fridge we removed was an old Kenmore, very dirty and well used.
  
  I will be speaking with our director, *****************, this morning to see how we should proceed. In our initial conversation with customer it was suggested we offer compensation for the value of the old Kenmore or even get her a good used fridge for the garage but she would have no part in that option.
  
  Thank you

  Business Response

  Date: 03/10/2023

  Better Business Bureau
  190 *******************. #***
  ******, *** N6C 4Y7
  
  Re Complaint ******** Follow Up Response
  
  The **** Group still stands by our original response. The customer had been advised, once they made us aware that the fridge in the kitchen was to be moved to the garage, the customer was advised they would need to remove the second door for us to be able to complete. The delivery team would not have gone to all the work of removing the 2nd door, cutting all the wires in the process, if they had not been told to take it away.
  As for expecting a new fridge, on our initial contact, as we were already advised by ********** that she had picked out a new fridge as a replacement, we inquired about it to ensure we had all the information possible. Client was never told we would purchase and deliver it. The client was advised, once all information was reviewed, that we would cover the cost of a used replacement fridge and deliver that for her if need be.
  As an example of why we are offering fair compensation for a 10 year old used fridge, if a 10 year old car had an unfortunate accident and was beyond repair, fair compensation for the value of the car would be offered. Not a new car offered to replace it.
  
  At this time, The **** Group stands behind our offer of fair compensation for the value of the used fridge.
  
  Sincerely
  
  
  *******************
  Manager
  The **** Group

  Customer Answer

  Date: 09/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Although I have accepted this response, most of the information that has been received from The **** Group is untrue. Ive accepted this offer to prevent any further stress on my family. 
  

  I would like to thank the BBB for your efforts and support.

  Hopefully The **** Group looks at their processes and reviews their staff so that this type of situation doesnt repeat itself from other customers.

  Still incredibly upset, but out of options when conversations take place over the phone. Moving forward, I will always ensure that conversations take place in writing to ensure transparency and honesty.

  Sincerely,
  
  ******* Y

  Customer Answer

  Date: 19/10/2023

  Im seeking confirmation that The **** Company knows that we have accepted their compensation offer. We would appreciate payment as soon as possible.