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:05/01/2023

  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 stopped cooling in July of 2022, and a technician comes and claims that the compressor needs to be replaced. Tell me why its January of 2023 and STILL nothing is done? Calling them is absolutely useless because they will not help you. For the longest time they have told me the part needed is on back order and they dont know an eta. Its been almost six months. I call ********* in December to follow up with the ordered compressor (since all parts are ordered through them) and guess what they tell me. THE PART WAS NEVER ORDERED!! Are you kidding me. **** **** **** ***** ** ** **** they are waiting on the part when it hasnt even been ordered. Absolutely ridiculous. God knows when my fridge will get fixed.

  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.
  
   
  
  I do see that there has been some communication between our team since you submitted your complaint and as per our records, I see that your cheque has been cashed and your claim has been closed.
  
   
  
  We hope that the issues you were experiencing have been resolved.
  
   
  
  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.

• Initial Complaint

  Date:13/12/2022

  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.

  On October 30, 2022 our 3-year-old ****** washer spewed a considerable amount of water onto the floor. The water flowed into the wall area and into the downstairs media room, causing $1983.96 worth of damage.
  Repeated visits by an appliance technician to repair the washer (on extended warranty) have been unsuccessful with the washer continuing to sporadically dump water onto the floor during the fill cycle.
  The warranty company, iA Services appears unwilling to find a solution.
  
  See chronology on uploaded document.

  Business Response

  Date: 28/04/2023

  Hi *****,
  
   
  
  Thank you for taking the time to write your concerns. We apologize for the extended timeline regarding our correspondence.
  
   
  
  Unfortunately, water damage caused by an appliance is not covered under warranty. From my records the last service that was dispatched was on January 9th and the technician was paid for their visit.
  
   
  
  We dont find any further claims on file, so we are hoping the issues you were experiencing with your appliance was resolved.

• Initial Complaint

  Date:07/12/2022

  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 a fridge from *** and I purchased the extended warranty. My fridge broke just over a year after it was installed. Items in the fridge began to freeze, and the water dispenser does not work. I called to get the warranty coverage, and I was told warranty was being handled by ** *********. A technician came to our house and told us our freezer door was warped, they had to order a new one and install it. It took 3 months for the part to arrive. After it was installed, the problem continued. A new technician came to our house, he told us *** ****** **** **** ***** ****** *** ****** *** **** ** **** ** *******  He left when the fridge was unplugged. We plugged it back in several hours later, and the 2 issues persisted. The same technician came a few days later, he said they need order a new motherboard and it will take 2 weeks for it to arrive. Two weeks later that same technician comes, installs the new motherboard and uses my wifes hairdryer to thaw out the water dispenser. The water dispenser worked for about 3 hours, and then it stopped working again. I called the technician the next day and asked him to return to my house to fix the two issues, and he told me he was going to block my number. Since then I have called ** ********* 5 times, and emailed them 7 times. Over the phone they keep telling me an adjudicator (Angela) will call me, but she never does. My emails are ignored. ** ********* has not fulfilled their contractual obligations to provide me with an extended warranty. I've lost hundreds of dollars in wasted food, plus the inconvenience of not getting the full functionality of my fridge. Can someone please call me and help me resolve this issue????? My initial claim was submitted almost 6 months ago and I have not had any progress at all.

  Business Response

  Date: 01/05/2023

  Hi ****,
  
   
  
  We apologize for the extended timeline of response here. We are currently in the process of responding to any complaints that were missed by our team.
  
   
  
  I do see that there has been some communication between ** via email/phone since you submitted your complaint, and as per our records, I see that your claim has been closed.
  
   
  
  We hope that the issues you were experiencing have been resolved.
  
   
  
  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.

• Initial Complaint

  Date:06/12/2022

  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 ******* Fridge from ******** ********** in Ottawa Sept 10 2018. Purchased 4 year extended warranty with ********************* ...In Sept 2022, BEFORE the warranty expired, the fridge ceased to work.
  First service call said it was the ice maker...Second service call said it needed a new motherboard...Third service call after new motherboard installed and still not working said it was a refrigerant leak...new part "on order"...that was 3 weeks ago. We have called and left messages FIVE times....NO RESPONSE....We have sent an email and resent it FIVE times...NO RESPONSE... We have been without a fridge since SEPTEMBER!!!!
  
  We contacted ******** ********** who said we have to deal with w3 solutions. We contacted *******....said same thing....This is THE WORST WARRANTY COMPANY ANYWHERE!!!!!!
  
  WE WANT A NEW FRIDGE...ITS UNDER WARRANTY!!!!

  Business Response

  Date: 02/05/2023

  Hi *******,
  
   
  
  We apologize for the extended timeline of response here. We are currently in the process of responding to any complaints that were missed by our team.
  
   
  
  If you have your warranty plan # or claim # may you please provide it so that we can assist? We couldnt locate your file off the information included in your complaint. If your issue has been resolved, please disregard this message.
  
   
  
  Alternatively, feel free to reach out to ***************************************************** We will be sure to be on the lookout for your future correspondence.
  
   
  
  Kind regards.

• Initial Complaint

  Date:21/11/2022

  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 have an extended warranty plan with this company for our ******* range and refrigerator. We logged a claim on Sept 14, 2022 to get the oven fixed as it was not heating up. We received an automated email stating that our case has been assigned to a company called "******* *********". Technician from ******* ********* showed up on 26th Sept, looked at the range and walked out saying that it was not the right model. After multiple calls and emails to the company, we finally get a response from a ****** * ** *** who asked us to send pictures of the range, and the bar code (with serial number) and a copy of our invoice which we promptly sent. We didnt hear back from anybody for several weeks. in desparation i kept emailing and calling but emails went unanswered and the person answring calls says an adjuster will follow back but nobody calls. on 24th October we get asked to resent a picture of the range and invoice. which we have done. it is now November 18th and after 2 months we have no update on when our range will get fixed and the company never responds with a time frame or next steps.

  Business Response

  Date: 22/06/2023

  Hi there *******,
  
   
  
  We apologize for the extended timeline of response here. We are currently in the process of responding to any BBB complaints that were missed by our team.
  
   
  
  If there are any questions that you may still have regarding your complaint, please feel free to contact us at ****************************************************.
  
   
  
  Kind regards.
  
   

  Customer Answer

  Date: 22/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: it doesnt do anything. It is a generic/ auto response sort of email. This company does not care about its customers and enough time has passed proving that they really dont care. Had they been interested in saving their reputation and providing decent service, they would have reached out sooner and directly. such companies need to be given a bad rating on your website and exposed so that other customers do not feel my pain. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 29/06/2023

  Hello *******,

  We understand you feel our reply is not effective but do hope that if you need any support from us that you will reach out and we can continue the communication directly.

  Kind Regards.

• Initial Complaint

  Date:02/11/2022

  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 ** cafe stove from *** (order *******) on 2021/03/05 for $3676.95, including shipping. Purchased a 4 year Extended Warranty from ** ********* on the stove.
  On 2022/10/07 the interior reinforced glass of the lower over shattered during normal operation. A claim was opened on 2022/10/08 under the extended warranty.
  On 2022/10/12 Angela P., Claims Adjudicator had responded by email denying cover because "broken/cracked glass is not something covered under the extended warranty".
  On same day I had clarified policy terms that glass breakage is excluded under 'cosmetic parts' only, whereas over door glass is a structural element. The adjustor alleged that glass breakage was due to a pre-existing defect (which is covered under the policy) or due to impact/force (which did not occur).
  On same day I spoke with manufacturer (**) who confirmed that glass breakage is covered under the manufacturer's warranty, and that the extended warranty should act back-to-back. I had confirmed this with Angela, and also reiterated that the structural glass is on onside of oven, and as such could not suffer any impact damage.
  On 2022/10/13 I had spoken with Gisanne at ** and asked for a formal escalation, and for evidence of exclusionary language under the policy that would allow ** to decline the claim. She had confirmed this would be taken up with the adjudication team. I was advised a manager would respond to me within 24-48 hours.
  I have followed up several more times and ** continues to ignore my requests to cite formal policy language demonstrating policy language that would enable them to decline coverage.

  Business Response

  Date: 01/06/2023

  Hi *****,
  
   
  
  We apologize for the extended timeline of response here. We are currently in the process of responding to any BBB complaints that were missed by our team.
  
   
  
  If there are any questions that you may still have regarding your complaint, please feel free to contact ** at ****************************************************.
  
   
  
  Kind regards.

• Initial Complaint

  Date:02/11/2022

  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.

  On July 2022, we filed a service call with ** ********* for repair of our ******* range oven door latch. We were told that our warranty had expired and that we could renew it online through renew ******* On September 26 we went ahead and renewed the warranty for one year and we filed the claim for the door latch to be repaired Online, we spoke to representative named Sandra B ;she is the adjudicator for ** *********. They also stated that we should include all the repairs that needed to be done in the same claim. Once we did all that we received an email confirmation from one of the representatives the same day that the door latch would not be covered through the one-year warranty we just renewed. The Technician from ******* Appliance came out on October 19, 2022, and looked at one of three part claim that needed to be repaired . He left without doing any repair work . When I asked why he was not repairing the door latch he responded by saying that ** ********* had not sent in the work service for it to be repaired. I contacted ** ********* on that day and they are not giving me any clear answers And when I ask for a supervisor to call me or to speak to supervisor they say someone will call me back and no one ever calls. My husband and I have tried five or six times to get a hold of a supervisor from ** ********* and sent many email correspondence and they continue to say that we don’t have any warranty coverage for the oven door latch despite Specifically renewing the one year warranty so the door latch can be repaired . We were Lied to and misinformed regarding the warranty . We have requested for our money back for the warranty for the total of $124.30 that we paid on September 26 through the link they sent us which is renew ****** . They do not reply back to us , we have sent numerous emails and voicemails as they refuse to refund us our money back. We paid for the warranty for repair to be done and ** ********* is refusing to honour the warranty .

  Business Response

  Date: 01/06/2023

  Hi *****,
  
   
  
  We apologize for the extended timeline of response here. We are currently in the process of responding to any BBB complaints that were missed by our team.
  
   
  
  If there are any questions that you may still have regarding your complaint, please feel free to contact ** at ****************************************************.
  
   
  
  Kind regards.

• Initial Complaint

  Date:27/10/2022

  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.

  Hi,
  I purchased ******* wash machine from ******** ********** and warranty for it. The warranty company is ** *********. The Door gasket caused a leak where I contacted the warranty company to repair it. After many back and forth emails they sent a tech and fixed it. Unfortunately, the new gasket after months from installation got ****** *** (a photo is attached) they denied the repair.
  I am attaching all the emails between me and them accumulated in **** file which will explain the issue and the contract wishing you will help me solve this matter.
  Many thanks.
  Best regards.
  
  ****** *******

  Business Response

  Date: 05/05/2023

  Hello ******,
  
   
  
  We would like to confirm with you to ensure that your door boot concern was fully resolved as we see in our system that the repairs were paid for to assist you outside of the standard terms of the plan. If you still have any remaining concern, please let us know by e-mail to ********************** ********* *******.
  
   
  
  Kind Regards.