Complaints

This profile includes complaints for Canadian Appliance Source's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Canadian Appliance Source

  2425 Matheson Blvd E Mississauga, ON L4W 5K4

  
• 

  Canadian Appliance Source

  2 - 600 Matheson Blvd W Mississauga, ON L5R 4B8

  
• 

  Canadian Appliance Source

  E4 - 150 Taunton Rd W Whitby, ON L1R 3H8

  
• 

  Canadian Appliance Source

  2777 23 Ave NE Calgary, AB T1Y 7L6

• 

  Canadian Appliance Source

  9250 Macleod Trail SE Calgary, AB T2J 0P5

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:01/05/2025

  Type:Product 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.

  Hello,
  
  I ordered a dryer from Canadian Appliance Source in August of 2024. I purchased a total of five appliances. The dryer was not working from day 1 ever since I turned it on. When I contacted CAS, the requested that I contact the manufacturer as it was under manufacturer warranty. The store has since been very slow in their correspondance, and has changed three dryers.
  
  First dryer was delivered on August 23,2024- 2nd replacement was delivered Dec 05,2024 and the 3rd replacement was delivered on Dec 10,2024.
  
  I have attached all the email correspondance. Please review all attachments, the dates are not in order, but you can see how much back and forth and follow up was done from my side to get a replacement. The emailed me recently offering a compensation of 125$ or that they will take my dryer back. The price of the dryer is 834.35$ inclusive of taxes. ******** ** *** ******* *** **** ******. **** ******** ** *** ******* ********** ******.
  It is extremely frustrating, If possible I would like a refund of the delivery service I paid for as well, as when I purchase a new dryer I have to now pay for delivery and installation. The price for delivery was 137.95 and 45$ for dryer installation.
  
  
  Please look into this,
  
  Regards,
  
  ******* ************ ****** ************ 

  

  Business Response

  Date: 06/05/2025

  Dear ******* ************,

  Thank you for bringing your concerns to our attention. Please accept our sincerest apologies for the difficulties you have encountered with your ******* dryer. We can see that the replacement dryer was delivered on December 10th of 2024.
  
  We would like to assure you that Canadian Appliance Source receives all its products directly from the manufacturer in their original packaging. We do not offer refurbished appliances and therefore have no prior knowledge of any potential defects. To address such situations, all our products are supported by a minimum one-year manufacturer’s warranty.
  
  We understand that our Aftersales team is currently engaged with your case and is in communication with ******* to facilitate a resolution. We also note that an offer to collect the dryer and issue a refund was extended on May 5th.
  

  Sincerely,

  CAS
  

  
  

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this has been ongoing since December. I have received the same response. I would like a full refund for the dryer, delivery charge and installation fees so I can purchase a new dryer from another company. I have not had a dryer since August And it’s the same response from the team. Everytime I contact ******* they say everything from their end is taken care of  and it’s CAS who is responsible now. Unfortunately I have received the same templates email from CAS multiple times  this is not acceptable  please give me a refund 

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

  

  Business Response

  Date: 10/05/2025

  Dear ******* ************,

  Thank you for sharing your response with us. We are sincerely sorry for the inconvenience caused. We can confirm that the ******* dryer has been picked up. You will receive an automated email once the refund is processed on our end. 
  

  Thank you kindly,

  CAS
  

  
  

  Customer Answer

  Date: 14/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the refund provided does not match the math. I had emailed the after sales team about my refund and they diverted me back to the sales team. 
  

  I estimate the following : 

  Price of the dryer: 738.37
  HSt for dyer: 13%= 834.35
  Dryer installation fee: 45$
  Delivery fee: 137.95
  
  
  Total: 1017.3081

  CAS is only refunding me : 

  Price of the dryer: 738.37
  Dryer installation fee: 45$
  
  Total = 783.37 + tax = 885.21  890.86

  they also mentioned two delivery fees charged.  
  

  the company still has no remorse or consideration that I have not had a working dryer since August  

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

  

  Business Response

  Date: 17/05/2025

  Dear ******* ************,

  Thank you for your response. Our Aftersales team has been assisting you since you first reported the issue.
  

  We understand your concern regarding the cosmetic damage; however, this unfortunately falls outside of *******'s 48-hour cosmetic policy as it was reported after this time-frame.
  
  We also want to highlight that Canadian Appliance Source covered the installation costs when your exchange was completed.
  
  Your order reflects the
  $890.86 which was paid for the dryer. Installation and delivery fees are not refundable. 
  
  Note that this delivery took place in August 2024. We haven't charged any additional delivery fees.
  

  Sincerely,
  

  CAS
  

  Customer Answer

  Date: 21/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  
  

  I do not have the time and energy to go back and forth with them. I would like to end this and get whatever they are giving back to me. 

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

• Initial Complaint

  Date:26/04/2025

  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 refrigerator from CAS for delivery on March 6th, 2025. The fridge was not available on the floor and the salesman did not mention the option to have the door reversed for $40.
  
  Once it was delivered, we realized the door opened the wrong way and asked the team if they do reversal. They said it was a different team, so we thought we could call later.
  
  When I called we were told it would if we had booked it at purchase it would have been $40, but now it would be $140. I needed to speak to my husband, so didn't book it. When I called back, a couple of weeks later (due to a vacation) they told me it was too late and they would not do it at all.

  

  Business Response

  Date: 03/05/2025

  Dear ***** *******,

  Thank you for sharing your feedback with us. We apologize for any inconvenience this matter may have caused. We note that the refrigerator was delivered on March 6th.
  
  Our records indicate that our customer care manager contacted you on March 6th and advised that an additional fee of $140.00 would apply for a subsequent team visit to reverse the refrigerator door. The understanding at that time was that you would manage this adjustment independently. This information was reiterated on April 24th.
  
  You may wish to contact ********** directly or engage a local technician to assist with this service.
  

  Sincerely,

  CAS

  Customer Answer

  Date: 04/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response does not provide any explanation regarding my initial issue.  The option of the door reversal should have been offered by the salesman during the sale.  The model that we purchased was not on the floor, and the salesman provided no explanation that the door opened in only one direction and door reversal had to be booked at time of purchase.  Only after the purchase did I find out that the delivery teams do not provide this service and that even though the cost is $40 when booked at purchase, it is $140 when booked after the purchase (even the same day!!). A couple of weeks later I was told by CAS that they did would not provide the service at all, even for $140! The salesman was at fault here and his lack of professionalism in not raising the option, has cost us a lot more to have another company do the change for us.
  
  
  
  ***** *******

  

  Business Response

  Date: 08/05/2025

  Hello ***** *******,

  Thank you for your response. We acknowledge your concerns; however, please note that comprehensive product specifications and the user manual are readily available on our website.
  
  Furthermore, this information is routinely disseminated to our clientele via email upon completion of a purchase. Our records indicate that on March 6th at 11:12 am, you were duly informed of the applicability of additional charges for the door reversal service.
  
  It was conveyed to our team that the aforementioned reversal would be undertaken at your discretion.
  

  Sincerely,

  CAS
  

• Initial Complaint

  Date:22/04/2025

  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.

  On April 16, I purchased a refrigerator from Canadian Appliance Source for approximately $1600. Upon delivery and installation, the unit was found to be defective from day one—it freezes all contents, even when set to the warmest temperature setting. This renders the appliance completely unusable.
  
  I immediately contacted Canadian Appliance Source customer care to report the issue. They informed me that since the unit is under warranty, I would need to deal directly with the manufacturer, who could send a technician. Unfortunately, the earliest appointment available was several weeks away (well into May).
  
  I have a family of six, including four young children, and we are now left without a functioning refrigerator in our home. We have no way to safely store food, which is a serious issue affecting our daily lives and well-being.
  
  Despite the refrigerator being defective from the moment it was delivered, Canadian Appliance Source has refused to take any responsibility or offer any form of resolution (e.g., replacement, temporary unit, or refund). They continue to defer entirely to the manufacturer.
  
  This lack of accountability and refusal to assist a customer with a clearly defective product is unacceptable. I am seeking an immediate resolution in the form of a replacement unit or full refund, and I am requesting that Canadian Appliance Source be held responsible for resolving this issue in a timely and fair manner.

  

  Business Response

  Date: 01/05/2025

  Dear ********* ***********,

  Thank you for bringing your concerns to our attention. We are sorry to learn about the difficulties you are encountering with your appliance.

  We wish to clarify that Canadian Appliance Source is a retailer and does not manufacture the appliances we sell; therefore, any functional issues fall under the manufacturer's warranty.
  
  We note that our After Sales team approved an exchange of your refrigerator on April 29, 2025, and the replacement was delivered on April 30, 2025. Our records also indicate that the After Sales team has been in communication with you throughout this exchange process.
  
  We sincerely apologize for any inconvenience this situation may have caused.

  Sincerely,

  CAS
  

  
  

  Customer Answer

  Date: 01/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Thank you for your response. While I acknowledge that Canadian Appliance Source (CAS) eventually replaced the refrigerator on April 30, 2025, I must make it clear that this outcome only came after two weeks of unacceptable delays, repeated denials, and a complete lack of proactive customer service.
  
  The unit was clearly defective from the moment it was delivered on April 19, freezing everything even at the warmest setting. Regardless of the fact that CAS is a retailer and not the manufacturer, a product that does not function on day one is not the customer’s responsibility to troubleshoot through the manufacturer. As the seller, CAS has a duty to ensure that the product delivered is in working condition. The correct course of action would have been an immediate exchange or refund, not passing the burden onto the consumer.
  
  It is important to note that CAS only agreed to replace the unit after I took significant and public steps to escalate the issue, including:
  
  Submitting a formal complaint to the Better Business Bureau
  Filing a case with the Manitoba Consumer Protection Office
  Posting multiple one-star reviews
  Sharing my experience on social media, where I tagged local news outlets and generated considerable attention
  
  This replacement was not a result of CAS’s routine customer service process—it was the result of persistent effort and public pressure on my part. That is not acceptable customer care.
  
  Furthermore, due to this delay, my family of six, including four children, was left without refrigeration for two weeks, forcing us to rely on takeout and restaurant meals—an unnecessary and expensive burden. I would like to know how CAS intends to compensate us for the hardship and extra costs incurred due to their failure to take responsibility for a non-functional appliance.
  
  Moving forward, I strongly urge CAS to review their return and exchange policies for defective items and prioritize immediate solutions when a customer receives a broken product.
  
  Sincerely,
  ********* ***********
  

• Initial Complaint

  Date:07/04/2025

  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.

  Background: I Scheduled a return for my fridge with an agent in March The fridge was picked up from Our property on March 8th. I was told the refund would take 5-7 business days.
  
  I waited for the next few days as I never got my refund. I went into the Live Chat function again on March 18 and was advised that the company would begin the return process and that the refund would take 5-7 business days.
  
  It is April 7th today and we still don’t have a refund.
  
  I am frustrated as I should not have to chase my refund for the fridge. ***** ** ***** ******** * ** ******** ***** ********* *** ******* ****** *** ** **** ******* 

  

  Business Response

  Date: 09/04/2025

  Dear ******* ***,

  Thank you for reaching out to us. Please accept our apologies for any delay you may have experienced in the posting of your refund.
  
  We wish to inform you that your refund was processed by our dedicated refunds department on April 8th, 2025. Please note that it may require between five to seven business days for these funds to appear in your account.
  
  We regret any inconvenience this may cause.
  

  Kind regards,

  CAS
  

  Customer Answer

  Date: 11/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am not waiting another 5 to 7 days to get my partial refund.

  Since I have been waiting over 1 month, with multiple follows I expect my restocking fee to be reimbursed as well as your company did not follow through on the commitment 

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

  

  Business Response

  Date: 16/04/2025

  Dear ******* ***,
  

  We can confirm that your refund has been processed on April 08th of 2025. It usually takes 5-7 business days from the date of processing for the funds to reflect to your Account.

  Sincerely,

  CAS
  

  Customer Answer

  Date: 17/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am waiting on the full refund prior to your restocking fee of 35% as I have had to chase my refund for over a month.

  The least your company can do is refund my full amount as this whole runaround to get my funds back has been unacceptable.  

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

  

  Business Response

  Date: 22/04/2025

  Dear ******* ***,
  

  We apologize for the delay in processing your refund. Our Accounting Department is working through a queue of refund requests daily. 
  
  I see that our Resolution Case Manager contacted you today, April 22, 2025, regarding this matter. As a gesture of goodwill, we've reduced the restocking fee by $100.00 + tax. You can expect a refund of $112.00 to be processed within 7-10 business days.
  

  Thank you kindly,
  

  CAS
  

  Customer Answer

  Date: 24/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response until I receive the refund
  
  
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 24/04/2025

  Dear ******* ***,

  Thank you for your prompt response. Our After-sales Team requires a VOID cheque with your name on it to process your refund.
  
  We have attached the invoice to our response for your reference, which shows the refundable amount.
  

  Sincerely,

  CAS
  

  
  

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising 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 was given an invoice for payment for a dishwasher. I explained to the sales person Rebecca in the Markham location, I was short staff at work and wanted to pay by using my ******* credit card and was told I had to go into the closest store. I went into the North York store in Duflaw and dealt with someone who claims they were the Manager and would not honour the rebated that Rebecca offered me in writing because it was only good for one day. I called Rebecca and told her she never informed me of this, otherwise I would have tried to make arrangements to go into the store to take advantage of the rebate. She apologized and said "I will call you when there is another rebate", sorry and hung up. I am without a dishwasher, not that big of a deal and the rebate was only minimal, but it's the principal and lack of professionalism. I also got an email from someone (********), stating that they will honour the price and refund my **** and my dishwasher is being delivered today. I never gave a credit card, nor did I set up delivery as I have not even paid for the dishwasher.

  Customer Answer

  Date: 07/04/2025

  Hello, As per my original email, I have  NOT purchased a dishwasher. I was given a quote and went to the Dufflaw store to complete my purchase and denied the rebate hence my complaint to the BBB. Thank you

  

  Business Response

  Date: 08/04/2025

  Dear *****,
  Thank you for taking the time to share your feedback. We truly regret the confusion and frustration caused by the handling of your order and the communication breakdown between our team members.
  After reviewing your file, we’ve identified that the order number you were originally provided was linked to a quote that was created on March 18. When that quote expired on March 23, a new one (Order #********) was generated to reflect your ongoing interest. Unfortunately, due to an internal error, the original quote was mistakenly reactivated by a sales associate for a different customer, which caused the mix-up when you referenced it. That order was linked to someone else’s paid invoice and delivery booking (********)
  We understand how this could have been confusing and sincerely apologize for the lack of clarity and professionalism you experienced throughout this process. We’ve since addressed the matter internally, and the individuals involved have been coached to validate customer identities and avoid modifying quotes inappropriately moving forward.
  We are pleased to confirm that a Regional Sales Manager personally reviewed your case and, as of April 7, has agreed to honor the pricing originally discussed with you. We are currently awaiting payment to activate your order and schedule delivery. To note your correct Order number is ********
  We value your patience and understanding, and we hope to move forward in a way that restores your confidence in our service. If you have any further questions or require assistance completing your purchase, please don’t hesitate to contact us directly.
  Sincerely,

  Customer Answer

  Date: 08/04/2025

  
  
  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:28/03/2025

  Type:Delivery 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.

  Put deposit down on order in September 2024 balance paid in full March 2025 invoice states my delivery address and $0 delivery charge as promised through texts and verbal agreements with sales associate. Now that it is time for delivery dates to be finalized they are telling me that there shipping partner has changed and they no longer ship to my area. They have given me the choice of cancelling my order or paying out of pocket for a courier

  

  Business Response

  Date: 02/04/2025

  Dear
  ******
  
  **********,

  Thank you for contacting us and sharing your concerns. We regret to learn about the difficulties you have experienced with the delivery of your order. As Canadian Appliance Source does not offer delivery services to your area, we contacted a third-party delivery company to request a quote for shipping your appliances.
  
  Our records indicate that our Home Delivery Department is diligently working to secure a delivery quote. Please accept our apologies for any inconvenience this situation may have caused.
  

  Kind regards,

  CAS
  

  Customer Answer

  Date: 02/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  First off I want to state that before I took steps to even begin think about purchasing for CAS I specifically asked and gave my exact home address and was assured home delivery was available and FREE. I have written proof in text messages.  I paid my invoice in full and so it was closed any stated on it free delivery and my home address.  Once my invoice was closed I was informed CAS changed delivery companies and no longer deliver to my area.  And that I had two choices cancel and begin a refund process which could take upwards of 10+ days ( we’re talking $20,000+ order  ) or pay for a courier service out of pocket.  I felt neither was acceptable and so i came here after getting no where dealing directly with CAS.  Now I have been contacted by my sales rep from CAS saying the delivery team will make the delivery at no cost as originally agreed upon… however looking online there is an updated invoice with a balance owing for a delivery charge of $349.00 untill this is removed and my appliance are delivered at no charge as agreed upon in my closed invoice this is not resolved. This has been a huge headache and consumed a lot of my time. It’s been a very poor example of customer service 
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 04/04/2025

  Dear ****** **********,

  Thank you for your response. While we appreciate your concerns, we regret to inform you that your area is not within our regularly visited delivery zones, which prevented the option for delivery at the time of your order.
  
  We are pleased to confirm that our home delivery department is diligently working to ensure your appliances are delivered on the requested delivery date.
  
  Sincerely,
  

  CAS

• Initial Complaint

  Date:22/03/2025

  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 bought a washer and dryer from Canadian appliance source store in Coquitlam BC on March 12 2025. I paid 2800 ish dollars. My machines were delivered March 15 2025. The dryer I received is defective. I let the store know as soon as possible, within 24 hrs of receiving the defective dryer. They passed me over to after sales service I filled out the required information about the problem with requested pictures and video. I talked to the sales person again and she made a note. They sent a team to check the installation which was done by the delivery team hired by the store and they confirmed the machine is defective. I was told a new dryer was going to be delivered March 22. They showed up with no replacement and said they were just here for a service call. I am getting nothing but the runaround told to fill out the same information as before and resubmit it.

  

  Business Response

  Date: 26/03/2025

  Dear ****** *****,

  Thank you for contacting us with your concerns regarding your ********** dryer. We regret to learn of the difficulties you are experiencing.
  
  Our after-sales team contacted you by phone on March 18 to advise you that we would dispatch a team to inspect the dryer's installation on March 19. A subsequent service call was scheduled for March 22. Following the visit, our team reported that the installation was properly configured.
  
  To proceed, our next step involves diagnosing the dryer itself. Consequently, a service call has been initiated with the manufacturer, ******* APPLIANCE. The dispatch number is **********, and the service provider's phone number is **********.

  Kind regards,

  CAS 
  

  Customer Answer

  Date: 28/03/2025

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

  Canadian appliance source, contacted the manufacturer of the machine. They sent out a repair tech who said that the machine was damaged either at the warehouse or upon delivery that the side was slightly dented, and that he can’t repair it without having authorization by ********** or if I wanted to pay for it myself out of pocket. Canadian appliance source were the ones who arranged delivery and installation. There is no visible signs that I can see of damage until the Repair tech came and ran his hand down the side and he could tell that it was slightly dented or warped. I told Canadian appliance immediately on the first use of the machine That it was defective. They refused even now after I told them that it was a delivery or warehouse problem that dented the machine they still refuse to deal with it and say I have to go to the manufacturer who had nothing to do with the sale or installation of the machine, and I doubt that they will pay to have it repaired. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 03/04/2025

  Dear ****** *****,
  
  Thank you for your prompt response. To clarify the situation, please note that the repair technician was dispatched by the manufacturer, as the appliance is currently covered under warranty.
  
  Furthermore, we wish to emphasize that on March 15th, during the delivery and installation process, there was no evidence or notification of any damage to the unit.
  
  Your case has been escalated and is now under review by the manufacturer.
  
  Sincerely, 

  CAS
  

• Initial Complaint

  Date:07/03/2025

  Type:Billing 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.

  DECEMBER 26, 2024 Boxing Day I purchased a ** fridge from Canadian Appliance. (TOTAL $1,101.78 inclusive of $17.77 Boxing Day discount plus taxes). Boxing day discount was $17.00.
  DECEMBER 28, 2024 Delivery Date. I noticed the old fridge being replaced had been leaking therefore decided not to plug in new fridge until kitchen vinyl floor was replaced.
  JANUARY 3, 2025 I could not open the crisper fully as there were two knobs at the bottom of the door. These knobs prevented the door from opening fully over my ½ inch laminate floor to the right into the hallway.
  I contacted their After Sales Department informing them of this issue, I would need to return the fridge. They advised this would result in a 35% restocking fee.
  I disputed this via emails for an ENTIRE MONTH as I felt the fact that the door had two knobs at the bottom was an error made in their design department.
  I contacted ** to ask whether they could refer me to someone that could saw off the knobs. Not possible.
  FEBRUARY 1, 2025 one month later the fridge was picked up still unplugged. As a senior I no longer disputed the restocking fee as I needed to have food on hand.
  FEBRUDARY 11, 2025 - I received a refund of $755.41. They included GST and PST on their restocking fee along with pick up of fridge charge at $64.95. TOTAL DEDUCTED $346.65.
  k up of fridge along with GST and PST on the restocking fee. which amounted to a restocking fee of $356.00. They included $244.31. (This included $244.00 plus $15.46 GST/ $21.65 PST and $ 64.95 for pickup of Fridge). TOTAL DEDUCTED $346.65
  I obviously purchased new fridge and a dishwasher elsewhere. *** ***** ***** ***** ********** *** **** ********* **** ** ******* *** ** ****** * *** **** *** ****** ********

  

  Business Response

  Date: 12/03/2025

  Dear **** ****,

  Thank you for sharing your feedback. We apologize for the inconvenience you experienced. ****** **** **** ** ** *** ******* * **** ****** ** *******
  
  According to our records, your refrigerator was delivered on December 28, 2024. We advise customers to refuse delivery of any appliance that does not meet their requirements at the time of delivery, as this prevents the need for after-sales service.
  
  Please be aware that Canadian Appliance Source (CAS) does not accept returns of open-box products or products with missing parts or packaging. In rare cases where CAS may, at its sole discretion, accept an open-box or out-of-box product, a 35% restocking fee and a delivery fee may apply.
  
  In your case, our After Sales team approved a return of the ** refrigerator and, as a gesture of goodwill, reduced the restocking fee to 25%. A pickup fee is also applicable, as our team will need to arrange for the unit's collection. A breakdown of the associated costs was provided to you via email.
  

  CAS
  

  
  

  Customer Answer

  Date: 27/03/2025

  ** ********* *** ** ** ****** *** ** *******  
  
  Any fridge that is delivered is automatically unboxed and opened ... how would you know if there was anything wrong if it was not unpackaged?  How am I supposed to know at the time of delivery that the door would not open fully over my 1/2" laminate floor to the right until I opened my right lower crisper.  There would be no need to open the crisper.  One opens the door to look into the fridge - that is it.
  
  The knobs at the bottom of the door were an error of the LG design department.  It was not that I simply did not want to keep the fridge .... I know the shelves and inside of the fridge were very cheap looking in appearance. However I was looking for a low price on boxing day.  The fridge was only reduced by $17.00. I would have kept that fridge had the knobs not been at the bottom of the door.  
  
  I realize you reduced your restocking fee to 25% but then added gst pst and delivery pick up which added up to $400.00 ... resulting in my paying $1,400 for my next fridge.  
  I should never have had to correspond by email every second day for an entire month.  This was mentally draining on top of everything else.
  
  
  ****
  

  
  

  

  Business Response

  Date: 27/03/2025

  Hello ****,
  
  Thank you for your prompt response.
  
  To clarify, the (GST) was calculated based on the sum of the refrigerator cost, the delivery fee, and the restocking fee. The total charge amounted to $346.37 CAD, which includes the 25% restocking fee of $244.31 and the delivery fee of $64.95.
  
  Should you require any further assistance, please do not hesitate to contact us.
  
  Sincerely,
  

  CAS
  

  
  

  Customer Answer

  Date: 03/04/2025

  Your responses relate only to the calculations of $346.37 CAD.  Perhaps you would like to discuss this with the LG head office and have them reimburse me for all charges due to the fact their design department erred in designing a fridge door with knobs at the bottom.  This was not my error and therefore I should not be held accountable for the total amount charged."
  
  
  Thank you,
  **** ****

  

  Business Response

  Date: 03/04/2025

  Dear **** ****,

  Please note that Canadian Appliance Source has fulfilled the order as it was placed. We receive all appliances directly from the manufacturer. The characteristic you have described is inherent to the refrigerator's design and manufacturing, rather than a flaw.
  
  Therefore, we regret to inform you that we are unable to offer any further price adjustments.

  Thank you kindly,

  CAS
  

  
  

• Initial Complaint

  Date:05/03/2025

  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.

  On August 21, 2024, I purchased a Samsung dryer from CAS for $845 plus HST along with several other appliances. This was an open-box item, but the sales associate, Mr. **** ******, assured me that the open box item had not been previously used and was in working condition, as are all appliances sold in store.
  The dryer was delivered on August 29, 2024, and due to our moving situation, we did not test the dryer until a few weeks later, when we moved into the home, at which point it was found to be malfunctioning. Specifically, it produced a loud grinding noise when turned on.
  I had an independent service technician assess the dryer in late September, and it was determined that the sides of the dryer were rubbing against the drum, causing friction. I was also advised by the technician not to use the dryer, as it posed a fire hazard. Please see the "Technician Invoice" supporting document.
  I immediately contacted Mr. ****** via email to explain the issue, and even visited him in store to speak to him and his manager but I was redirected to the After Sales Team for a resolution. Despite numerous attempts to resolve the issue with the After Sales Team, including several emails explaining that this was a case of false representation under the Ontario Consumer Protection Act (Part 3, Section 14; please see supporting document), I was repeatedly referred to Samsung, the manufacturer, under the assumption that this was a warranty issue. I clarified multiple times that this was not a warranty matter, but a case of misrepresentation, and I am therefore I am canceling the agreement of sale on the basis of misrepresentation by the CAS sales associate. The After Sales Team refused to acknowledge this and the discussion became cyclical. Please see "Sales Associate Emails" supporting document for further details.
  Now, I am turning to the Better Business Bureau for assistance with this matter. I would simply like to return the dryer for a refund.

  

  Business Response

  Date: 12/03/2025

  Dear ****** ********,

  Thank you for contacting us and sharing your feedback. We apologize for the issues you've experienced with your floor model Samsung dryer.
  
  As a reminder, at the time of purchase, the dryer did not show any physical damage. CAS requires that all customers inspect floor model appliances before purchase. These appliances also come with a one-year manufacturer's warranty to address any functional problems.
  
  Our After Sales team recommended sending a Samsung technician to diagnose the unit as a first step. Unfortunately, this was declined. We also requested the technician's report in September 2024, which we received on March 8, 2025.
  
  A resolution case manager contacted you on March 12th and approved a return of the dryer. Pickup is scheduled for Saturday, March 15th.
  

  Sincerely,

  CAS
  

• Initial Complaint

  Date:13/02/2025

  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 Jan 15th 2024, it was delivered Jan 17th 2024. The fridge broke down and has been unusable since it broke down over night on Feb 6th. I lost all my food between $400-$500 and my child's medication worth $1990. The store has refused to return or replace the fridge. I have been without a fridge or support since then. The situation has caused my substantial stress.

  

  Business Response

  Date: 20/02/2025

  Dear ***** *********
  
  Thank you for contacting Canadian Appliance Source.
  
  We understand your concerns regarding the issues you've experienced with your appliance. As a retailer, Canadian Appliance Source does not manufacture the appliances we sell. In this instance, the manufacturer, LG, holds the warranty and is responsible for addressing any functional issues.
  
  Our records indicate that a Resolution Case Manager reached out to you on February 13, 2025, and escalated your file with LG. As a result, a replacement has been approved.
  
  Sincerely,

  CAS
  

  Customer Answer

  Date: 24/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I bought a brand new fridge, I did not pay for a refurbished fridge, I paid for and deserve a brand new fridge. I did not receive the box with the fridge, you have rejected my return because it is not in the box, your company therefore voided any possibility to return the item making this your problem. I have lost thousands of dollars because your company refused to return my fridge weeks ago when it broke down, you could have replaced this fridge the day it broke down saving me from financial and emotional ruin. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 27/02/2025

  Dear ***** *********

  Thank you for getting back to us. We understand your concerns. However, please note that any functional issues with an appliance are covered under the manufacturer's warranty.
  
  We can confirm that your refrigerator was delivered on January 17th, and our After-Sales Team received an email on February 7th, 2025, regarding your concerns about the LG fridge.
  
  Following your complaint, we escalated your case, and LG has agreed to replace the refrigerator under warranty.
  
  Thank you for your patience.

  CAS

  Customer Answer

  Date: 28/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not pay for a refurbished fridge. I did not get a discount that a person would in getting a previously repaired fridge, I paid full price for a new working fridge. I have not had a fridge in over three weeks, your multimillion dollar company could have fixed this same day, you made a choice not to help me. Your choices in making me live without a fridge to store my child's medications are *********. Your store should be held accountable for the merchandise it sells. I have no fridge. I paid for a brand new fridge. 

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

  

  Business Response

  Date: 06/03/2025

  Dear ***** *********

  Thank you for your response. We understand your concerns, but we'd like to assure you that we do not sell refurbished appliances.
  
  We cannot determine if an appliance will be defective in advance. That's why all our products come with a minimum one-year manufacturer's warranty, so the manufacturer can address any issues that may arise.
  
  LG has informed us that their delivery company will contact you regarding the replacement fridge.

  Kind regards,

  CAS
  

  
  

  Customer Answer

  Date: 09/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: If you expect a consumer to accept a device that has been repaired days after deliver, that is a refurbished item, it is no longer original nor is it working. I do not accept that after paying your store full price, I expect a working device that. As I stated to your employees I am not satisfied with LG and want a different brand, LG is not dependable for my childs $2000.00 medication after their appliance lasted days, as well as loosing hundreds in food. I need to exchange this product for a different, more reliable brand. LG has stated many times they do not have the capacity to replace a fridge in an appropriate time frame, your company had the capacity to solve this issue same day. LG may be the manufacturer, but ethically your multimillion dollar chain was the only responsible party that had the capacity to fix this in a timely manner, my children and I are currently without a fridge and this situation has caused much undue stress and health problems. I have lost hundreds to thousands of dollars in the last month due to this issue, your employees made choices to leave me without a working appliance everyday. I really hope when you make a decision that you make one you would want someone to make if you were in my position, because one day you may need help and people may chose to act like you're acting now. * **** ****** *** ******* ******* **** **** ** ***** **** **** ******* I cannot support my family in this manner, I cannot cope with this stress, and if it's the last thing I do I will make sure the world knows what you have chosen to make me endure. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 13/03/2025

  Hello *****,

  We understand your concerns regarding the replacement of your fridge. As a reminder, LG has approved a warranty replacement with the same model.
  
  LG's Logistics Team had scheduled delivery of the new fridge for March 5, 2025. However, this delivery was canceled due to your request for a Saturday delivery, which their Logistics team is unable to accommodate. LG is now awaiting your confirmation to reschedule the delivery.
  
  Please contact LG directly to arrange a suitable delivery date.

  Thank you,

  CAS
  

  
  

  Customer Answer

  Date: 20/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As I have stated I no longer can rely on an LG fridge, this model has cost me thousands of dollars. I also should not have to miss work and lose money to accommodate for something that's not my fault, I should have had a fridge day one the other fridge broke down almost 2 months ago. Your multimillion dollar corporation could have and responsibly should have replaced the defective fridge the day it broke down. 
  
  
  
  Sincerely,
  
  
  
  ***** ********