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:17/05/2023

  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 bought 4 years extended warranty from iA Service Plan to cover all appliances I purchased in 2019 and recently we found out the dryer drum is cracked and unfortunately ripped off the clothes. We filed a claim (#********) on May 3rd, 2023 and later we got an email denying our claim without asking for any details and claiming that the dryer drum is not covered due to misuse or "wear and tear" We replied to them that the issue wasn't due to misuse and it's not "wear and tear" but the issue seems to be a known issue for ******* dryer, and we provided them with links from ******* support community that many consumers complained about the same issue but iA Service Plan rejected it again based on their assumption that it could be a misuse without even sending a technician to evaluate if the issue is manufacture defect or misuse.
  
  Here're some links about the ******* dryer cracked drum issue:
  ************************************************************************************************ **************************************************************************

  Business Response

  Date: 19/05/2023

  Hi *******,

  Thank you for reaching out about your claim.

  We have reviewed the email thread and the terms & conditions of your warranty agreement plan and we do have to continue to deny your claim.

  As mentioned to you previously,

  "We will not be able to proceed any further with your claim for this issue as it is not something we address under the extended warranty. [A] cracked drum is not covered. For the drum to have cracked/broken it would have subjected to be due to an impact or a pre-existing material defect in the drum, both of which are excluded."

  We understand this is not the outcome that you have expected. You may be able to speak to the original manufacturer to discuss the cause of this loss and potentially find a resolution.

  Kind regards.

  Customer Answer

  Date: 24/05/2023

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

  As I mentioned before the drum was cracked not due to an impact but it was an issue in ******* drum dryer material and it's mentioned clearly in the plan terms that iA Service Plan agrees to cover manufacturer's defects in materials and this's contradict completely with what they said that "pre-existing material defect is excluded".

  I attached the screenshot of iA Service Plan terms and marked down this statement in red rectangle also attached the whole PDF as a reference.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 26/05/2023

  Hello,

  While we understand this outcome is not acceptable to you, we remain that your claim has been denied.

  The 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. All individual clauses on the warranty agreement you have attached are subject to the terms and conditions of the entire document.

  Best regards.

  Customer Answer

  Date: 29/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response as I stated before in my previous comments the issue is related to ******* drum dryer material and it's mentioned clearly in the plan terms that iA Service Plan agrees to cover manufacturer's defects in materials and iA Service needs to be adhered to its plan terms.

  It seems we're now in endless loop and BBB should get involved to resolve this conflict. 
  
  
  Regards,
  
  
  
  ******* *****

• 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.

  My washing machine broke while under warranty. It was determined that it was a manufacturer's defect and that the repair would be too expensive. I received an email noting that they would pay me the amount that I paid for the washing machine when it was purchased. Of course prices have gone up...so I responded to the email requesting a replacement instead. The company responded on April 27th! that the maximum insured value was the purchase price and they were only obliged to pay me the purchase price. So after that, I went out and purchased a new washing machine and had it installed. I am still waiting for my cheque to arrive. I made the original claim in February. I have called several times, wasting time on the phone, waiting for someone to call me back and not ever hearing back. This morning I called once again that my case was being "escalated". It was previously escalated on the 24th of April and today is the 6th of May, and no phone call. I have asked if there is someone I could speak with directly but I'm always told "it's a different department and they can't be reached by phone". This is my first experience needing to use an extended warranty and I will never purchase another. I have wasted so much time on this.

  Business Response

  Date: 11/05/2023

  Hi *******,
  
  Thank you for taking the time to write your concerns.
  
  I do see that as of today you have spoke with someone from **************** and they have advised you that the cheque was sent to the address that was given to **.
  
  Please update our finance expert on the status of the delivery of your cheque and if there are any delays on that front feel free to reach out through this channel and we will make sure to follow up with them.
  
  Kind regards.

• Initial Complaint

  Date:14/04/2023

  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 made a claim to get my dishwasher looked at as I have an extended warranty through this pathetic company. I have had to call innumerable times between WGI who verbally and through emails has assured me that the company that will come and fix or assess my dishwasher has my claim and I will hear from then "witihin 24 hours". It has been 6 WEEKS. I cannot believe it. Why pay for a warranty????

  Business Response

  Date: 28/04/2023

  Hello *******,

  We thank you for letting us know about the difficulty you experienced during your warranty service. We see that your file was reviewed and additional support from our team was provided as there was a concern with the arrival of our service request with the third party repair provider and around the provider's availability. Service is indicated at this point as completed with a successful repair and we hope that your Dishwasher continues to operate normally for you from here on out.

  Kind Regards.

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I don't feel that the business understands, nor accepts responsibility for, all the "******* ******" by their employees and that of ******** **********.  I made too many calls to count with each WGI employess assuring me that I would be contacted "the next day" by ******** and it never happened for 7 weeks.  What is WGI doing to prevent this from happening in the future?  Why is there no manager or adjudicator to speak with on the phone?  Why does it take "4 business days" for a manger or adjudicator to get back to a customer?  What are they doing about the crappy service provided by ********?  Why aren't there other appliance repair places that customers can choose from?  Why does a ustomer who paid extra for an extended warranty have to work around the repair companies schedule?  The repair time should be on the customer's schedule.  Just overall very, very, very poor service.  They offered no apology.  This is the least they could have done.  This is what a decently run and managed company would do.  WGI is obviously not one of them.  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:30/03/2023

  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 purchased a fridge from CAS in June of 2019. The fridge and freezer do not cool. I purchased extended warranty from CAS who in turn purchases from ** *********. Any and all attempts to schedule a warranty appointment have failed. I have contacted both CAS and ** ********* multiple times and they can only send "emails" requesting someone to follow up.This is NOT acceptable. I PAID for this warranty and would like my fridge fix or replaced.Worst warranty company I have ever had to deal with.

  Business Response

  Date: 18/04/2023

  Hello *****, Thank you for reaching out we have reviewed your file and there was an approval given for repairs as the parts quoted were over the pre-approved amount for the service company hired. We have received new details on your service from the provider and would ask that you please check your e-mail for additional communication and options from our team. Kind Regards.

  Customer Answer

  Date: 21/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did receive an email from ** with a 2 business day time line to accept their offer.  I had some questions in regards to the offer, so I responded to their email.  It has been 2 days and I have not received the answers to my questions (although I did send 2 follow up emails) and my 2 business days time line has now expired.  So I am now back to square *****no time line for repair and a fridge that has been out of commission for close to a month.  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 27/04/2023

  Hello *****, We have sent you a new reply e-mail and want you to rest assured that your time to make the choice has not lapsed as we understand you had questions and we weren't able to respond to you more quickly.  Kind Regards.

• Initial Complaint

  Date:24/03/2023

  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.

  Washing machine failed February 12th 2023, service was required. Called Feb 13th to initiate warranty claim/ service. Pushed off until the 6th of ****** ******* would not and refused to find a technician to come sooner. March 6th rolls around, technician will.be around between 8 a.m- 4pm. Finally arrives at 5:47 p.m that day. Lost a whole day's worth of wages because of this.Called w3/ IA regarding reimbursement for lost wages, laundry service(s) and travel. I was literally laughed at by the customer ********************** rep when I mentioned reimbursement for aforementioned. This company needs to be shut down completely. They're running nothing but a ****.

  Business Response

  Date: 28/04/2023

  Hi ******,
  
   
  
  We apologize for the extended timeline of correspondence. Thank you for taking the time to write your concerns.
  
   
  
  While we can appreciate your request, lost wages, laundry service(s) and travel are not covered under warranty. We do not offer reimbursement if the technician is running behind schedule.
  
   
  
  I do see that you had an additional appointment scheduled for April 14th. I hope that the issues you were experiencing with your appliance(s) has been corrected.
  
   
  
  Please feel free to reach out to **************************************************** if you have any further questions or issues. We will be sure to be on the lookout for your future correspondence.
  
   
  
  Kind regards,
  
  Kieran

  Customer Answer

  Date: 28/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: Someone has to be made accountable for their actions with reimbursement for, lost ************* costs and laundry services.

  Breakdown of aforementioned 

  **3- 10 hour days @ pay rate of $43.75
  **2-3 trips/ week for for 9 weeks of laundry service @$1.79/km. ****km round trip
  

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

  Business Response

  Date: 28/04/2023

  Hi ******,

  I do apologize but this kind of concession is not covered. We do not provide any customer instructions or requirements for when we dispatch a service call outside of the general details of the appointment.

  While we understand your frustration in regards to the tardiness of the technician, the parties hired for repair are independent contractors, and due to unforeseen circumstances there can sometimes be delays during previous jobs that cause late or cancelled appointments.

  If you have other concerns regarding any additional warranty plans you have, please reach out to **************************************************** and we will get back to you as soon as we can.

  Thank you for your understanding.

  Kind regards.

  Customer Answer

  Date: 01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: You and the technician assume all responsibility for reimbursement. The both of you (W3 & ******** appliance) will have to reach a settlement in regards to my family's reimbursement.

   

  My family was to make due without a washing machine for nearly 9 weeks. Apparently having 2 young children in the home that require clean laundry is of no concern to your company.

  I stand firm on this matter.

  Affronted,
  
  *******************

  Business Response

  Date: 01/05/2023

  Hi ******,
  
  As per our records, your claim was opened mid-February and you were advised that because the service was required in a more remote area, there were less options available for servicers/appointments.

  There were several contact points where we checked and were informed that there were no earlier appointments available. Additionally, when asked, we did not suggest that we would cover expenses such as travel or fuel.

  We understand what you are requesting reimbursement for but it is not something that we are able to facilitate.

  Best regards.

  Customer Answer

  Date: 02/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: My family and I will not accept this at all.

   

  Your company basically said "too bad, so sad" and wait it out for you repair. Not one person from your company made any effort what so ever to expedite repairs to our machine.

  Had the matter allegedly "escalated" 4 times and to which we had never received a reply from the judication department. 

   

  We will never accept this.
  
  *******************

  Business Response

  Date: 11/05/2023

  Hello ******,

  We understand that your file here will likely not conclude in a manner that is fully satisfactory. Our management team has issued a small amount towards laundry costs for you outside of our obligation and you can expect that by mail to your home address as present in our records. 

  We thank you for your time and responses.

  Kind Regards.

  Customer Answer

  Date: 11/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: You state obligations 
  
  
  
  ****** ***

  Customer Answer

  Date: 15/05/2023

  When stated that  "weren't obligated". That just absolutely irritated myself.
  
   My wife and I spent enough on travel cost and laundry services and 3 missed days of work to purchase 2 brand new machines. This small amount that apparently had been issued is a slap in the face

• Initial Complaint

  Date:21/03/2023

  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 ice maker isn't working properly in my freezer: I have an extended warranty for my *********** Professional fridge. I purchased it from *** appliances in ********. My fridge was malfunctioning (and still is). I called W3 Solutions and the person booking the repair visit said "***** ******** ****** *** *** ***** **** **** *** ********* **** *****". The first service person refused to come into the house because I warned him about parking illegally. He said that he wasn't willing to park anywhere else. He didn't come into the house. I called W3 and they booked another appointment. They sent two service people. They came on Mon, Mar 13 2023 at 12:30 pm. One of my three complaints was about the ice maker not making ice consistently in my freezer. They said the reason it wasn't producing ice consistently is that the temperature isn't set low enough for the ice maker. The ice maker had been working correctly at that temperature for almost two years - since I received the fridge. The service person said that it didn't matter if it had been working. He said the temperature is the problem. He adjusted the temperature of the ice maker. He adjusted it from -1 degrees centigrade to -4 degrees centigrade. That was his solution.The ice maker does not make any ice at all now. W3 is refusing to service it. They sent an email stating "** **** *** ** **** ** ******* *** ******* **** **** ***** *** **** ***** ** ** ** *** ********* ** ******* ***** *** ******** ********* *** ****** ********** ** *********** *** ******** **** ******** ** ***** ** ** ******* ** ********** ********t."There can't be any doubt that it isn't working. It is a component of the refrigerator that is obviously covered. They acknowledged it was covered by sending a service person. They acknowledged it wasn't working when they diagnosed the problem and provided a solution - a solution they implemented themselves at my house.

  Business Response

  Date: 04/04/2023

  Hello, Thank you for reaching out. We see that you have a current active claim for the Ice Maker not producing ice where a service visit is scheduled via one of the local companies we have hired who will assess the issue.  We do also see that previous technician's have attended and reported the unit was functioning normally. When a service technician attends they need to be able to replicate the concern that is being reported as without the information that seeing the issue gives them they cannot say that there is a true problem occurring with the appliance as a result of normal home use.  Once the current call has occurred if you still have any questions or concerns please do not hesitate to reach out to us directly at **************************************************** so we can provide you with additional information. Kind Regards.

  Customer Answer

  Date: 05/04/2023

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

  I am concerned about their response because it states that (a) they felt it (the ice maker) was functioning properly. It's not. It isn't making ice. Additionally, the company has stated that (b) they need to be able to witness a malfunction to determine whether it is a problem with the refrigerator.
  
  (a) The icemaker was not functioning when they were last here. Thats the basis of my complaint. Their response states that everything was working just fine. Untrue. The ice-maker is definitely not making ice. That is obvious, as there is no ice in the ice-maker tray.

  (b) If they wish to stand and watch the icemaker over a period of hours, that is their choice. They cant just look at it and say its working. Previously, they made no effort to determine the functionality of the icemaker. They did not remove any panels or inspect the ice maker in any way. They simply looked at it and said its fine.

  
  I will follow up after the company technician has attended my premises.
  
  Also, please note that they were supposed to come Wednesday April 5. They cancelled that appointment and have moved it to the following day.
  
  

• Initial Complaint

  Date:16/03/2023

  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.

  My ** fridge stopped cooling on March 5th, 2023. On the same day I filed a claim online. After 3 days, I received an email asking for more information which I responded right away (same day). After leaving numerous emails and calling almost daily, ( I also mentioned that my husband is on dialysis and his medication needs to be stored in the fridge) W3 solutions left me a voice mail stating that I need to contact ** and order a compressor. I contacted ** and they informed that they do not sell parts to customers, must be a technician. I have escalated my claim 3 times with W3 Solutions and have yet to receive any communication. It is now March 16th, 2023 and still with no fridge!!!

  Business Response

  Date: 27/04/2023

  Hi ***,
  
   
  
  Thank you for taking the time to report the issues that you were facing with your claim. We apologize for the extended timeline of events.
  
   
  
  I do see that your refrigerator has been serviced on March 30th by *** I do hope that the issues that you were experiencing have been resolved.
  
   
  
  Please feel free to reach out to **************************************************** if you have any further questions or issues. I will be sure to be on the lookout for your future correspondence.
  
   
  
  Kind regards,
  
  Kieran

  Customer Answer

  Date: 27/04/2023

   
  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:27/02/2023

  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.

  January 27th a claim was opened with W3 Solutions *** for a warranty on a new fridge purchased from ****** ********** in ********. Now we are having issues with W3 Solutions getting the repair completed. The first contractor they said was coming when we followed up said they told W3 Solutions that they didnt travel that far (10 minutes out of city same address we gave when confirming the warranty during purchase). Second company they said was coming, when we followed up said they told W3 that they dont work on ******* appliances. Worried that they have sold us a ********** warranty.

  Business Response

  Date: 01/03/2023

  Good Morning, We've provided an update as we have located a shop who can perform the service in this region. We apologize for the confusion as there was an attempt to use some ******* shops but they couldn't assist , one due to area and one due to only working on Dacor not the full ******* line. The next goal will be to get repairs completed. Kind Regards.

• Initial Complaint

  Date:22/02/2023

  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 have been t3ying to have my washer fixed for almost 2 months now and apparently they are still reviewing it. I paid for a warranty and they are not abiding by the contract to fixing it. Had one company that they sent out to access what was wrong they quoted the job and rejected the quote now I am still without my washer not to mention I have spent over 500 dollars to wash clothes at the laundry mat. I have sent several emails to them and several phone calls and still no answers my next steps will be a lawyer but I am giving them a chance to resolve this ASAP

  Business Response

  Date: 13/03/2023

  Good Afternoon,

  This claim file had been reviewed and the file support here has actually turned to a replacement of the unit based on the service history. Please do not hesitate to keep in contact with your adjudicator at ********************** for any questions on the file as needed!

  Kind Regards.

• Initial Complaint

  Date:22/02/2023

  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.

  We purchased a **** dishwasher from CAS appliances, to protect the appliances we purchased additional warranty. After a year of service the dishwasher started to stop mid cycle. We have reached out to ** in December 2022 to schedule a service call, after many follow up requests they finically sent a technician in January 2023, his conclusion was to replace a control board. After waiting for a month for the part to arrive, the technician finically arrived to make the repair on Feb. 1, 2023. During the service call the technician broke off custom kitchen millwork, the technician instructed us to contact ** for the repair. We have reached out to ** and they confirmed that there are not liable for any damages or loss that occurs during the service call. In addition our dishwasher still does not work, we have been following up daily for a resolution with no success. In addition the damage that was done on behalf of their tech is over $3,000.00. We will be going directly to small claims court to recover our losses and and costs associated with failure of ** to meet their contractual obligations.

  Business Response

  Date: 28/04/2023

  Hi *********,

   

  We apologize for the extended timeline of correspondence. Thank you for taking the time to write your concerns.

   

  While we can appreciate your request, we do not offer reimbursement in this kind of situation. The parties hired for repair are independent contractors and are expected to be fully equipped to remedy a concern that *** arise due to their work.

   

  I do see that as of April 10^th we requested a new appointment for the service of your dishwasher. I hope that the issues you are experiencing with your appliance(s) are diagnosed and resolved promptly.

   

  Please feel free to reach out to **************************************************** if you have any further questions or issues. We will be sure to be on the lookout for your future correspondence.

   

  Kind regards.