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:06/12/2023

  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.

  I have been having an issue with my fridge since August. I have an extended warranty through iA and it took several weeks of trying to finally get through to set up a service call. My fridge was building up frost inside the bottom corner and the tech sent out who had to order parts. Then a part broke when installing the new part and another part had to be ordered. Now I have gone from having a fridge that cooled, although not properly, to one that cannot be filled with refrigerant until the new part comes in. So I live out of a cooler while I wait. Tech comes and "fixes the problem" but after he leaves the fridge stops cooling completely. Now I have to set up another claim for an ongoing issue. It was determined that the fridge is not repairable due to unavailability of a required part. This was determined in October and it is now December. Every time I call my claim is escalated but I still don't have a fridge and I am not getting any info. I want it replaced or refunded and I want to be be contacted! I spoke to customer service who said there was a note in my file about refunding the cost of the warranty but not the fridge. This is unacceptable
  

  Business Response

  Date: 07/12/2023

  Hi *****,

  Thank you for taking the time to write your complaint.

  While reviewing the e-mails that have been sent to you, I see that we detailed the limitation we have in regards to providing a replacement.

  The part that was required for repair is no longer available (not being made), which means the unit is unrepairable. Replacement eligibility depends on the original coverage (see: manufacturer warranty).

  Your manufacturer warranty does not offer replacement if the unit fails, it only covers repair where available. The extended warranty is thus limited in providing a replacement option.

  Because of this, we have paid for the service call/diagnosis of the dispatch and have decided to refund what was originally paid for the warranty.

  We do apologize for the inconvenience caused, but we must abide by the terms of the manufacturer warranty.

  Kind regards.

  Customer Answer

  Date: 11/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have been in contact with the manufacturer and have been told by several representatives that they would definitely replace the appliance if it could not be repaired during their warranty. In fact, the last person I spoke to was wondering why I was told they would not cover replacement when it is written in their warranty that they will.  If manufacturer warranty guidelines are being followed,  then I should be getting a replacement.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 21/12/2023

  Hi there,

  A Supervisor has contacted you via e-mail about your request.

  Please respond to this message within 2-4 business days to accept/deny the resolution.

  Thank you.

• Initial Complaint

  Date:05/12/2023

  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.

  I bought a washer and dryer from ******** ********* in 2019. I purchased the extended warranty from IA service plan. My washer quit working at the beginning of October. I called to request service on October 16. they proceeded to send someone from Brockville to look at my machine, but when he was down there, he had no idea about the machine and said he needed someone to come with him to take it apart. He then came back over a week and a half later by himself again And his response was that I shouldn’t have bought such a complicated machine. I have called him several times as well and he doesn’t call back. Meanwhile, I have been talking several times with the service plan to try to obtain service on my own, which I was granted that permission , but when I called all the repair places in my area, no one would come work on my machine. I then called back to speak with Service plan and explain the situation and they are response was simply a ****** search of what repair people were in my area. (these were all the companies I had already called.) I’ve been called and emailed the service plan company to see what next steps could be taken and they have not returned my call nor my email. At this point I have been without a working washing machine for over a month and a half and the service plan adjucator Is now ghosting me. My husband and I had to go out and purchase another washing machine in the meantime. I feel they should be doing the job that I paid for which is getting me service on my washing machine which doesn’t seem like it will happen.
  

  Business Response

  Date: 07/12/2023

  Hello!

  Thank you for taking the time to write your complaint.

  I see that as of today a 2nd dispatch has been requested to diagnose and repair your unit.

  If you have any questions please respond to the e-mail that was sent, or here.

  Thank you,

  Customer Answer

  Date: 08/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had already called (weeks ago) the company they say will be coming and they informed me they do not service my area and I havent heard anything from said company to lead me to believe they r coming. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 13/12/2023

  Hi *****,

  We can't speak to the conversation you had with the service depot, but we approved the trip/mileage request from them.

  They will be reaching out to you within the next few business days to book an appointment.

  If you have any questions about the service call or your appointment, please respond to the e-mail that was sent to you on 12/07/2023.

  Thank you.

  Customer Answer

  Date: 21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have still not heard from anyone.  My washer is no longer hooked up as I had to buy a new one (which is hooked up). At this point I feel the only resolution is to either pay me out for the replacement or come pick up the machine to fix it and then return it. I feel I have been extremely patient being without a washing machine for over two months and would like this resolved ASAP.
  No more pushing it onto someone else, its needs to be dealt with.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 28/12/2023

  Hi *****,

  Thank you for your response.

  I see that one of our adjudicators has reached out with an offer to reconcile your claim.

  Because the details of this may be specific to you, we will continue our communication through that thread.

  Thank you for your patience with this matter.

• Initial Complaint

  Date:28/11/2023

  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.

  November 2018 I purchased appliances and the extended 5 yr warranty.My stove needed servicing in June 2023 ( within my warranty window).I contacted the warranty provider to start a service call.They do not reach out to technicians so I was asked to contact the stove company to find techs in my local area.The company did not provide me with anyone within the 80km radius, but I contacted the closest service provider. They would not come to me as it's too far.I continued to update the warranty company, and after two months they said they could do nothing for me and gave me a refund cheque for the original stove warranty amount.( Did not cash $165 cheque).I finally found a company that would service the stove, they came today and the quote for service is almost $700.I would like the company to pay for the servicing, to honour the warranty I purchased in good faith.

  Business Response

  Date: 04/12/2023

  Hi *******,

  Thank you for your complaint and the feedback associated with it.

  I see that we did reach out to technicians to see if they were able to schedule an appointment, unfortunately due to the appliance type (gas range) and/or the distance from your residence to one of our partnered shops, we were not able to locate an appropriate servicer.

  The self-service option was offered and then accepted. At the time you were not able to find a certified technician either, so the warranty refund was offered and accepted.

  We apologize for the difficulties that you faced with your claim and we are happy to put a stop payment on the uncashed cheque and send you the reimbursement process.

  Please check your e-mail to continue with self-service repair.

  Kind regards,

• Initial Complaint

  Date:07/11/2023

  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.

  My fridge broke down early October and I filed a claim with them on October 4,2023.To date, other than the initial correspondence, they do no return emails or phone calls. Requesting an update or escalation on there website goes unanswered. One of the agents did acknowledge they received all my emails but since that agent not the adjudicator, she could not provide me with any information. I requested the adjudicator to call me again, and suprise! No answer. To date (November 6,2023) my fridge remains broken. IA service plan is okay with making money having their warranties sold, but when its time for an actual claim, it goes unanswered.

  Business Response

  Date: 09/11/2023

  Hi ******,

  Thank you for taking the time to contact us and share your concerns. I’m sorry that your appliance is still not working, and that service has been delayed.
  
  We have requested a new service depot to action your repair. Please be on the lookout for communication via e-mail within 1 business day.
  
  We will continue to work closely with our service partner to ensure the repairs are completed as quickly as possible.
  
  Kind regards.

• Initial Complaint

  Date:19/10/2023

  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.

  Purchased ******* range Model # *********** Serial # ************** in July 2021 thru *** with 4-year extended warranty from ** *********. I feel extended warranty thru this Co. is a waste of money as any service call is like pulling a tooth out. Their Adjudicators neither answer phone calls nor respond in a positive timely manner. In Feb. the glass top over the ******* range cracked from one end to other while the pot was on the burner. Suddenly, I heard crackling from the stove. The crack is long but very fine. Escalated the issue to IA services. They declined the case from day 1 saying this is a cosmetic damage not covered whereas most techs. sent by IA to service for this &/or other appliances agree this was a manufacturing defect. Following IA sent techs. have seen the range: 2 from **********; 3 from ******** ******* and 3+ from ***** **********. All agreed that the way it's cracked, its a manufacturing defect. Most even took pics to show it to their office but all in vain. Techs. states that broken glass on top of the burner could be a severe fire or life-threatening hazard. On last visit one tech pulled the knob off so that its not turned on accidentally. Had even asked IA to give a quote to replace the glass; called back a few times, no satisfactory response. Even approached ******* customer complaint dept.- no answer. Neither one wants to take ownness nor want to do anything about it. Recently, my 90-year-old mother & our cleaning lady both cut and scraped their hand/fingers on that cracked glass. Mom was using back burner, since the crack is so invisible, she wiped the stove down & scraped her fingers with the fine pieces of cracked glass. Same thing happened to our cleaning lady. She cut her thumb, also scraped her fingers with that glass top; had to be bandaged. After being pushed around, now I am approaching BBB to claim the repair, replacement or refund for this range plus compensation for physical injury, safety hazard and mental stress.
  

  Business Response

  Date: 25/10/2023

  Hello ******,

  Thank you for reaching out to us.

  You submitted the claim for your range (model # ***********) on April 20th, 2023. It was appropriately denied.

  Please refer to the terms & conditions of the extended warranty that was sent over to you, specifically the below clause:

  f. This Plan does not cover deterioration of the appearance of the product, any cosmetic part or finish defects such as paint, porcelain, glass or plastic, dents, scratches, chips, breakage, loss, rust or peeling.

  Additionally, we do not employ technicians, we facilitate work through them. We cannot supply quotes for work to be done unless a technician is dispatched for service and the call is covered.

  We suggest reaching out to the manufacturer of the product again to see if they can assist.

  Kind regards,

  Customer Answer

  Date: 29/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: Originally in Feb. an assigned technician was dispatched for range service and the call was covered but from day one it was denied by IA Service. As suggested by them kindly refer the issue to ******* as based on Techs. expertise and opinion there was a manufacturing defect with the range thats why it cracked so easily. Thanks!. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/11/2023

  Hello ******,

  While we do appreciate the inconvenience of this situation we are not in a position to provide compensation areas outside of our coverage.

  This claim has been appropriately closed as explained to you over multiple e-mail correspondence.

  Kind regards,

  
  

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: its not very easy for me to bite $1,000+ dollar bullet. I understand from day 1 IA Service has been denying this claim over multiple e-mail correspondence but when I complained about it the first time, you send your Service provider, the Tech. acknowledged that it was a manufacturing defect that's why the glass top cracked from one end to the other. That's not something very normal. He even took multiple pics. I have 4 years extended warranty on the appliance. For last 8 or 9 Months I am hardly or you can say not being able to use the range at all. If you can't help it, escalate it to the manufacturer ******* and try to resolve the issue. Ask them to send the replacement or change the glass top. I can't afford to have accidents and injuries over it. One of the last service provider technician even pulled the knob out and ask me to hide it because if somebody accidentally turn that stove on, he said the top may blast and splash into several glass pieces which could be hazardous to life. As is two people my mom and our cleaning lady have already been injured by it. I am sure your "one size fits all" policies should not consider these injuries to be jokes. Please escalate this issue either to your senior management or to ******** in short do something about it. I am not  necessarily asking to replace the range, just change the glass top and make it operable. 
  

  Thanks & Kind regards,
  
  Sincerely,
  
  ***********************

  Hello ******,
  While we do appreciate the inconvenience of this situation we are not in a position to provide compensation areas outside of our coverage.
  This claim has been appropriately closed as explained to you over multiple e-mail correspondence.
  Kind regards,

  Business Response

  Date: 16/11/2023

  Hello,

  Please note that when we denied the claim for your range this means no technician was sent out to diagnose that appliance.

  We cannot speak to the conversations you may have had with a technician that was sent out for a different appliance diagnosis.

  Additionally, we cannot dispute to ******* on your behalf for something that is not covered.

  While we do appreciate the inconvenience of this situation, this claim has been appropriately closed and we will not be offering compensation for something that has been explained to be outside of coverage.

• Initial Complaint

  Date:19/10/2023

  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.

  REFRIGERATORS ********* ********** ********* The above broke down on July 19/23 & has not been repaired to-date. I am tired of seeing the following response from IA services "Thank you for reaching out to us. We have ordered the part. We will follow up with the service provider on your behalf & get back to you once we hear back". I feel at times I feel these IA claim Adjudicators work on commission. Does the Co. realize that fridge is no longer a luxury? Its a necessity & life without one is miserable. The food has been spoiling daily. Service provider, ***** appliances has been visiting us since July, their techs. have visited us 7 or 8 times. Most visits were diagnostics with a new ticket # issue each time. Sad thing is nobody knows where the last techs. electronic report disappears. ** ********* Techs. last visit was on Oct.3 to do a diagnostic on the fridge again. In the previous visits the Techs. had already changed 3 out of 4 major parts of this fridge, filled gas etc. Still awaiting delivery of the 4th part since Oct.3 which I am told is on a back order. Each time they repaired it, the fridge worked for 21/2 days, then back to Sq.1. Most food esp. the milk/fruits go bad the very next morning, Last tech feels if it doesn't work after this last part change, then he will have to write the replacement report. If someone sensible at IA services do the math, 7 visits from service provider plus 4 parts ordered & changed, would have cost them more than replacing the fridge itself. Let alone our sufferings & frustration since July 19th. I feel neither ** ********* nor IA service cares about their customers. Fridge is still under 4 yr warranty, I request you to pursue IA services to replace the fridge ASAP as once there is a gas leakage in the fridge, no matter what it will constantly break down & will be an on-going issue. I am also looking for compensation for all the food that got spoiled in past 3 months.
  

  Business Response

  Date: 25/10/2023

  Hello ******,

  Thank you for reaching out regarding your claim.

  I see that one of our adjudicators reached out to you today to advise that we received word from the service depot that they are waiting on a response from the technician regarding the next steps.

  Be advised that on average - repairs (including the diagnosis, ordering, and installation) can take between 1-4 weeks to be completed (depending on the issue reported and the parts required).

  Please do respond to the most recent communication thread with any questions you may have and we can escalate accordingly.

  Kind regards,

  Customer Answer

  Date: 29/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I can understand 1 to 4 weeks delay but not 15 weeks delay. That too on trial and error basis that lets try this part this time and see if it works and if not we will try the next one next time. As I mentioned in my complaint they have already changed 3 out of 4 most important parts of the fridge and according to their Tech. if the 4th one does not work then they will rewrite the fridge. Just on Wednesday Oct. 25th, I followed up with Priyanka at IA services via email and ***** at ***** ********** on phone. Both had very reluctant responses that we will let you know when the part arrives. But out of the blue just yesterday ***** ********** called to say part has arrived and they will change it on Thursday. Honestly speaking I am not looking for the 4th part change, I need a replacement- a new fridge with full warranty on it. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/11/2023

  Hello ******,

  It is always repair first warranty so a replacement can only be offered if repairs are not possible or the unit is beyond economical repair. We will continue to work closely with our service partner to ensure the repairs are completed as quickly as possible. Please respond to the adjudicator e-mails to escalate if need be.

  If the repairs are not possible and an eventual replacement is required please know that the replacement does not come with an extended warranty. As per the terms and conditions of your coverage, replacement fulfils the warranty.

  Of course new appliances are covered under the original manufacturer warranty, but any extended coverage needs to be purchased separately.

  Kind regards,

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: On Nov. 7th Service provider ***** ********* (Tech. ****) visited and diagnosed that the fridge can not be repaired as after changing 4 important parts, its still leaking gas somewhere. It has to be scraped and replaced. On Nov. 9th phoned ***** ********* they have the report, both ********* and IA service can see the report on line. However, since their adjudicators are waiting for some official final verbiage they cannot authorize the replacement. 

  Isn't this ridiculous? You know its been dead for months? You have the report on your system, what else are you waiting for? the dead body! If you send me the replacement, I can definitely send you the dead body. Please authorize and send the replacement, this month would be the 4 month without the fridge.

  As far as your warranty is concerned, technically I will  only be at the Max. utilizing 2 out of the 4 year warranty, Therefore, you will still owe me another 2 year warranty from the past sale which you can transfer over to the next fridge, Then there will be manufacturing warranty and then I would take another two years warranty to make it 4 year extended warranty. 

  Trust this is a very clear cut solution. But again, first authorize to send the replacement please. Thanks!

  Sincerely,
  

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

  Business Response

  Date: 16/11/2023

  Hello,

  Please note that the service depot that repaired your appliance submitted a report that confirms that the unit was repaired and tested appropriately on November 7th. The tech notes are as follows:

  "Upon arrival I confirmed no cooling in unit. Connected charging manifold. Pressure reading good on low side. Equalization test-passed. Found electronic control short cycling during pressure test. Requires control. Requires 1 of ********* Control. Installed control board and fridge started"; Part replaced: *********."

  If you are still facing any issues with your unit, please file a new claim.

  Kind regards.

  Customer Answer

  Date: 20/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: On Nov. 7th when ***** ********* Technician **** visited and tested the fridge, he acknowledged that in past 9 visits, ***** ********* techs. have already changed 4 major parts of this fridge. His dye test that day showed him that there was a gas leakage somewhere within the body which can not be repaired, it definitely needs to be replaced as it has not worked for months now. I kept asking  **** for the report but I was told it will automatically be sent to me once its transmitted to the service provider.

  I have no idea what sort of games are being played by IA Service. Is the company run by adjudicators only because it seems there is no escalation or complaint resolution department within the company..

  When you look at the company's profile, it brags that "iA Service Plan Division o/a iA Service Plan is a subsidiary of ** ********* *****. We are the #1 insurer in Quebec and the 4th largest insurance company in Canada,  "At iA Service Plan, we understand what matters most. Its not the things we protect. Its the people we serve". "We offer the best ongoing protection. We provide full peace of mind; saving customers money and time. This is exactly what we deliver to themand to you." 

  But unfortunately there is no sink in what they say and what they do. I am sure if they did what they said their Customer Review Ratings wouldn't be 1.89 out of 5 stars. 

  Sincerely,
  

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

  Business Response

  Date: 28/11/2023

  Hi there,

  Thank you for your patience.

  We have sent you an offer in direct response to your e-mail to hopefully remedy the claim you have regarding you refrigerator.

  Kind regards.

• Initial Complaint

  Date:17/10/2023

  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 started a claim with iA Service Plan on May 26th 2023. The service claim is for a **** dishwasher that I have an extended warranty on. Over the last five months I have had eight service calls on this machine and it is still not working. When I have reached out to iA, the representative that I have been working with, continues to remind me that it is a "repair first" policy so a "replacement can only be offered if repairs are not possible or the unit is beyond economical repair". I believe that five months, eight service calls, and countless hours on phone calls dealing with this issue is inexcusable and I would like a replacement unit provided.

  Business Response

  Date: 25/10/2023

  Hi *******,
  
  Thank you for taking the time to write your concerns.
  
  I do see that as of October 18th you were scheduled for a repair on October 24th. We do hope that this appointment went according to schedule.
  
  If you require any immediate assistance, please respond to the original e-mail thread regarding your claim.
  
  Kind regards,

  Customer Answer

  Date: 26/10/2023

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

  It does not solve the issue. The machine is still not repaired. 

  The appointment on October 24th did not occur because the repair company brought the wrong part for the third time. 

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

  Business Response

  Date: 01/11/2023

  Hello *******,

  We have reached out to you on your direct e-mail regarding your file, please let us know if you did not receive that message. If you did please reply at your convenience and we will endeavour to assist.

  Kind Regards.

• Initial Complaint

  Date:19/09/2023

  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.

  I paid for an extended warranty for my $6000 fridge. When it stopped working, we filed a claim and a technician called my husband. Without ever coming to our house, the technician said he thought it was the compressor, which would still be covered by **, so we should call them to repair it. They came and told us it was the starter for the compressor, thus not covered by **. We had to pay $128 for this diagnosis. We called IA Service Plan again to inform them that it was not fixed and they still have not sent anyone to our house to fix our fridge. It has been 4 weeks - we have lost all our food and have spent incredible amounts of money on take-out food ** **** *** ****** **** *** ***** ********* We have called IA Service Plan everyday, multiple times a day during this time and they keep saying that they don't know whats going on and they are escalating the complaint. We NEED our fridge fixed, we need to be reimbursed the $128 that we paid out of pocket for the ** diagnosis, and we need to be compensated for the HUNDREDS of dollars spent on take-out while our fridge has been broken.

  Business Response

  Date: 22/09/2023

  Hello ****,

  Thank you for reaching out. We located your file and confirmed that we've taken steps to move it forward to a repair through the provider you sourced. There is also a reimbursement pending for the service visit. You plan does include an amount of coverage towards replacing the food lost from your so please make the inquiry to us directly at **************************************************** so we can provide you details.

  Kind Regards.

  Customer Answer

  Date: 26/09/2023

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

  The technician came, realized he had been here on September 5th to originally diagnose the problem, and left because there was nothing he could do. I provided his original diagnosis to you on September 5th and September 18th to avoid this exact situation. I know you received these emails because you knew the amount to reimburse us for the original diagnosis. We have now had no fridge for 5 weeks. This is unacceptable and we WILL be seeking legal advice. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/10/2023

  Hello ****, We see that the service company you sourced attended under the service request we sent them. We do apologize that they didn't realize it was still the same unit they had looked at for you under the call you booked. It is also reported by the service company you sourced after their secondary assessment that the concern is indeed related to the sealed system which is covered under the manufacturing warranty and that they will be opening a service ticket with the manufacturer directly (as the initial shop had suggested). We will still be here to cover for any eligible costs that the manufacturer will not absorb and we are happy to still offer the $250 food loss coverage. Kind Regards.

• 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.

  I purchased a ****************** Range Stove Oven machine and also purchased a 4-Year Extended Warranty Protection Plan with iA Dealer Services. The Range broke during normal use. According to their warranty, they are obligated to pay me back the above-mentioned sum or have the machine replaced. I contacted iA Dealer Services several times over the last three months and their representatives are refusing to fulfill my request with various excuses and evasions. I hereby request them to pay me the sum of $2,300 or to have the machine replaced.

  Business Response

  Date: 18/07/2023

  Good Afternoon ,

  We have reviewed your claim file and see that we indicated we're happy to assist with any other concerns your unit may still be experiencing in accordance with your Service Plan (in place to repair appliances unless repair is deemed non possible based on the plan terms & conditions) once you have resolved the physical breakage of the door on your unit as your plan does not address for physical breaks to the unit. If you have other details to provide beyond what we have received please do not hesitate to reach out to **************************************************** for further review.

  Kind Regards.

• Initial Complaint

  Date:13/06/2023

  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.

  ******* ***** oven and panel quit working April 21 23 - started a claim April 24 23. Scheduled a repair person to look at it May 11 - I emailed and asked if I could do a self service and get my own repair person - no response. Repair person did not come but phoned on May 11th and said he would just order the part. Repair person said part was on order not in stock would call when in. Called last minute on June 7 wanted to come June 7 -came looked at range - wires burnt off on back of range - wrong part - part on order - he said use it but turn breaker off when not in use- sparks coming from back of stove when we turned it on. Have not received any communication since.

  Business Response

  Date: 20/06/2023

  Hello,

  We have confirmed that the service company received the part which was on order as of the last update our contact centre shared and that the repairs were successfully completed. If you still need any support at all please reach out to our adjudication team directly by e-mail at [email protected] and we will endeavour to assist.

  Kind Regards.

  Customer Answer

  Date: 20/06/2023

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