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:02/04/2025

  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.

  We purchased a refurbished bar fridge 2 weeks ago. We brought it home and it did not work. We took it back and they send they will send it to ******* to get fixed. We get a call today that it's not fixable and we won't recieve our money back. They hadn't even tested the refurbished product before selling it to us.

  Business Response

  Date: 02/04/2025

  We apologize for the inconvenience caused by the refurbished wine cooler/bar fridge your husband purchased on March 20, 2025. We understand your frustration and appreciate your patience.
  
  Our company provides a 30-day exchange/repair warranty on all refurbished appliances, which undergo a thorough inspection before being placed on our sales floor. While we ensure items are in good working condition at the time of sale, as with all used appliances, issues can sometimes arise after testing, which is why we offer a warranty period for such cases.
  
  On March 21, 2025, your husband reported that the wine cooler was not cooling, and we immediately arranged for its return. The cooler was sent to our Calgary warehouse for evaluation on March 28, 2025. Unfortunately, on April 1, 2025, we were informed that the cooler has a Freon leak and is deemed unrepairable.
  
  We regret the inconvenience caused and understand that some issues may only become evident after purchase, despite our best efforts to test and inspect the appliances beforehand.
  
  Please note that, as per our policy, all appliance sales are final and sold "as is," with no refunds or returns accepted. This policy was acknowledged and signed by your husband at the time of purchase. If an appliance is deemed unrepairable, we offer either a suitable replacement unit or in-store credit. We understand you are not interested in the in-store credit option, and we want to ensure we find a solution that works for you.

  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.
  We will accept the in store credit and hopefully there will be a product satisfactory that will replace it in the future.
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:17/03/2025

  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.

  Date of transactions: September 20th 2024 & February 13th 2025 Amount of money: $838.95 & $241.49 Business Commitment: 30-day warranty policy Nature of dispute: Defective Product and Unethical Business Practices Resolution: The owner tried to get me to schedule further service technicians to repair the broken fridge at my own cost as he refuses to honour their warranty.

  Business Response

  Date: 01/04/2025

  Thank you for reaching out regarding the complaint from our customer. We would like to address the situation and clarify the actions we have taken.
  On September 19, 2024, we sold a refurbished fridge to the customer, and as part of our policy, we offer a 30-day warranty. The customer agreed to these terms and signed the necessary paperwork, which is attached to their complaint.
  Five months later, the customer contacted us reporting an issue with the fridge. We promptly sent a technician to inspect the appliance, who identified a problem with the system. We informed the customer that while we could repair the fridge, there would be a cost of $241.49 for the service. The customer agreed to this cost.
  During the repair, we advised the customer that we could not guarantee a fix due to the system problem but encouraged them to monitor the fridge following the repair. A few weeks later, the customer contacted us again, stating that the problem persisted. We offered to send a technician free of charge to assess the situation and find a solution. However, the customer declined further assistance and instead filed this complaint.
  As a resolution, we are willing to send a technician to check the fridge free of charge once more to determine if a repair can be made. If the fridge cannot be repaired or if the issue reoccurs, we are prepared to exchange the appliance at no additional cost to the customer. Please note that our policy does not offer refunds, but we are more than happy to provide a replacement fridge for free if necessary.
  Our policy is clearly outlined on the invoices attached to the complaint, which the customer agreed to at the time of purchase.
  We hope this explanation clarifies the situation, and we remain committed to resolving the issue in accordance with our policy.

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 23076226
  

  Subject:Response to SMS Appliances Statement BBB Complaint
  

  Please see the attached word document stating my response and rejection of SMS Appliances offer. 

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

  Business Response

  Date: 03/04/2025

  Good day Chelsee,
  Thank you for your detailed response regarding the BBB complaint. We sincerely apologize for the challenges youve experienced with your refrigerator and the service provided by SMS Appliances. We understand your frustration, and we want to resolve this matter to your satisfaction in alignment with our policy.
  We would like to clarify our position and offer a solution that we believe will address your concerns fairly. As outlined in our policy, we provide a 30-day warranty for our refurbished appliances, which was communicated to you at the time of purchase. However, we recognize the inconvenience you have faced with both the refrigerator and the service, and we are committed to resolving this situation.
  In light of the ongoing issue with the appliance, we are offering the following solutions:
  Repair Option: We will send a technician to inspect the fridge once again at no additional cost to you. If a repair can be made, we will proceed with it immediately to restore the fridges functionality.
  Replacement Option: If the technician finds that the fridge cannot be repaired or if the issue persists, we are happy to replace the fridge at no additional charge, in accordance with our policy. This replacement would be a like-for-like exchange, ensuring you receive a fully functional appliance.
  We do understand the frustration caused by the delays and communication breakdowns youve experienced, and we are truly sorry for the inconvenience. Please let us know which option works best for you, and we will coordinate the next steps promptly.
  We value your business and hope to address this issue swiftly and professionally. Thank you for your patience, and we look forward to resolving this matter.

  Customer Answer

  Date: 03/04/2025

  Subject: Response to Complaint ID ********
  Dear **** S (BBB), 
  I appreciate SMS Appliances response to my complaint. However, their proposed resolution remains unsatisfactory, and I must decline their offers of repair or replacement. SMS Appliances failed to take my concerns seriously until I escalated my complaint outside of their business. Despite multiple attempts to seek assistance directly, my issues were repeatedly dismissed, and my concerns were even laughed off. It was only after I sought external intervention that SMS Appliances finally acknowledged the problemsomething that should have been done from the outset. Furthermore, SMS Appliances claim regarding a 30-day warranty is misleading. At no point during my repair services on February 13th was this policy verbally or in writing communicated to me. The failure to provide clear written warranty terms on the repair service violates fundamental consumer rights, including transparency and fair dealing, as outlined in Albertas Consumer Protection Act. Under Albertas Consumer Protection Act, businesses cannot misrepresent the terms of a sale, and consumers have the right to a product that functions as expected. Given the numerous defects and failed repair attempt, it is evident that the refrigerator sold to me does not meet reasonable quality standards. SMS Appliances conductincluding neglecting my concerns, failing to disclose warranty terms, and selling a defective productconstitutes unfair business practices. I have no confidence in their repair technicians, given the prior failed attempt to resolve the issue, nor do I wish to accept a replacement from a business that has demonstrated such poor customer service and disregard for consumer rights. I maintain that the only fair resolution is a full refund of the amount I paid for the defective refrigerator. I will not be accepting any further service or products from SMS Appliances. Please advise on the next steps.
  
  Sincerely,
  Chelsee Kitchenham 
  
  

• Initial Complaint

  Date:26/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 requested a ***air of a refrigerator that I bought from SMS Appliances. The unit already went through multiple visits from their technicians to fix the same issue. The customer *** told me it will cost $***** and I agreed. When the technician came he said it is the same problem and he will fix it. He refilled some freon and then left. Then they sent me an invoice of $****** which includes the technician visit fee, labor and materials fee. I called them to discuss this and the customer *** was very rude and hanged up the phone. I paid around $*** for the refrigerator and I had to pay $****** to fix the problem it already had.The ***air date was Feb **, 2025. The invoice they sent me mentions the payment due date is Feb **, 2025 which means they knew the issue upfront and they deceived me.

• Initial Complaint

  Date:26/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an open box fridge there, the noted damage on it was a small scratch on the lower freezer door, no biggie, no other damage was noted or documented. Myself and my partner did not see any other damage either. Delivery day comes, first they show up late, then they ended up damaging my flooring, they tore a chunk out of the vinyl flooring in front of the fridge when they attempted to push it back into place after I tried telling them they need to tilt this model back so that the wheels are in use, they didn't understand so they just shoved it until it moved and then it ended up causing the flooring to tear on a seam line in the flooring. They wanted me to sign a delivery thing to which I made them make a note of the new damage that they caused, signed it, then they left, came back to the door, to "redo" the delivery because it didn't send to the office, took more pictures, then asked me to sign it again, I said make sure you add in that note about the damage to the flooring, and new damage to the fridge, signed it. Maryna apologize for the damage and said that she would return the fridge and replace it with the better model that they had on the floor, I said well that's fine and all but I would have to take another day off work to sit here and wait for them to show up and deliver it just like I had to do today, she said that the flooring would be fixed as well, I had to send her pictures via email to show the damage to the floor and the fridge, did that, then she calls me again to say that they will have it fixed and she will call me back Monday, this all happened on Friday June 21, the delivery and damage, I don't hear from her Monday, so I called around 4pm, she declined the call and then called me back around 7pm, I emailed after that because I clearly should have this in writing. See attached for the remaining discussion and change to the agreed refund over the phone.

• Initial Complaint

  Date:04/12/2023

  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 did buy fridge and freezer (FPRU19F8WF) around 4 months ago, and I paid $3350 and I buy 1 year warranty too, they delivered this item at my house, it was not brand new but they said its really good condition you never have any problems, but after 1 week i had issues like fridge was not working( not cooling), I called them and they send the guy to fix it, but he couldnt fix it after that they took both items to warehouse and keep it for 1 months for checking, after that they installed back at my place but I had same issue the fridge was not cooling, I called sms appliance again and asked about money back, they make me fool, they sell garbage peace to me and now they not giving me my money back, thats the reason I am approaching to BBB to slove my problem, I will very thankful if you slove my issue please thanks

  Business Response

  Date: 12/01/2024

  On May 5, the client purchased a refrigerator and freezer for $2840, along with a delivery cost of $99 and a warranty cost of $200.In our store, we do not allow exchanges or returns of goods or funds.Before making a purchase, all customers are informed about this and confirm it by signing. May 24th was the first time the client told us about the equipment issue. Our response resulted in the dispatch of a technician. Each time the customer reported the problem, we sent a technician. We were given permission by the client to take the equipment to the store for repair. The client demanded a refund of money. We provided him with options for resolving the problem. 1.After returning the equipment, the store will reimburse 50% of the cost. 2.The equipment will be left by the customer and we will return $1000. 3. We are offering him  take completely new equipment with our dealer price.
  We wanted to make his payment that he already paid as store credit, the customer pays the difference and gets a completely new machine with 1 year warranty from the manufacturer. We provided another 4 years of free warranty as an extra incentive.The client chose the third option and we ordered the equipment for him. However, a week later, he changed his mind and said that he preferred the first option. This caused the store to lose money. The store manager communicated to the customer more than once and explained that in this unpleasant situation the store agrees to make a 50% refund, despite the fact that the store's policy does not provide for this. The store administration was confident that we had reached agreement and a compromise with the client. We will be pleased to provide additional information if BBB has any additional questions or requests.
  

• Initial Complaint

  Date:16/08/2023

  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.

  Our clothes dryer stopped working and we needed to replace it ASAP. We travelled to the showroom of SMS Appliances on a Sunday afternoon to purchase a used/reconditioned dryer. After speaking with the sales person they assured us all of their products would be warrantied for a month (30 days). With this guarantee, we decided to purchase an appliance from their showroom floor and we opted to load it into our vehicle on the spot to save the ninety-nine dollars ($99) delivery fee. Before loading the appliance we didn't think it necessary to ask them to turn the appliance on to make sure it was working. When we arrived home the appliance did not work. The power turned on but did not spin. We tried to trouble shoot the problem. The same day I sent an email to SMS appliance and followed up with a phone call the next day. We informed SMS of the issue. They said we needed to pay forty-nine dollars ($**) for a repair person to inspect it. They eventually waived the fee and sent a repair person. The repairman came and after about five minutes told us the circuit board was not working and that it needed to be replaced and someone from SMS would be in touch. The next day SMS messaged and told us we could pick a replacement dryer from their showroom. My wife and I made a second trip and chose a similar dryer model to replace the defective one. Once we showed the salesperson of our choice we were informed that we needed to pay an additional $*** dollars for delivery of the replacement and pick-up of the old appliance. We refused to pay the fee as they sold us a defective appliance and it was their responsibility to honour our original agreement. My wife then offered to pay half the delivery fee and the employee went to speak with her manager only to return several minutes later to tell us that they would not waive any part of the $*** delivery fee. They said we needed to pay an extra $*** dollars on top of what we already paid for the original appliance that never worked.

  Business Response

  Date: 17/08/2023

  Our store policy guarantees a 30-day warranty for equipment repairs for refurbished appliances. If the client decided to pick his purchased appliances and in case anything going wrong with it, he has two options:
  1. Bring the equipment to the store, where we will check/repair/replace it free of charge.
  2. In house repair service which cost $** for travel time of the technician ( in case of a delivery the travel time of the technician is covered in the delivery fee). He will inspect and repair or recommend a replacement.
  
  All clients are given information about our store's conditions and policies both verbally and in writing (on a signed document).
  
  The situation with *********************** has left our store feeling very confused. We made every effort to compensate for the customer's dissatisfaction and unpleasant impressions caused by the equipment issues.
   Due to *******'s refusal to bring the dryer to the store and pay for **************'s visit, we provided it for free. After the diagnosis, a decision was made to make a replacement so that the client does not have to wait for repairs.
  *********************** visited our store and chose a new dryer, the cost of which exceeds the cost of the already paid dryer, but we decided to make a maximum discount of 30% and make price match.
  *********************** requested delivery ( which costs $**), but refuses to pay it. 
  *Delivery service its an additional service which is not include in a purchase of the appliances itself, but that mean the costs of the service is separated.
  We are not see any reason to provide this service for free. We would be happy to answer any questions you may have and provide any additional documentation about our policy.
  
  Best regards,

  Customer Answer

  Date: 19/08/2023

  With all due respect to SMS Appliances, this matter is about honouring their obligation in the contract we signed. In this case, we paid cash money to SMS and they had an obligation to provide a us with a working dryer. Since the dryer they sold us did not work they are in breech of contract. In a court of law, they would be found at fault and the contract would be considered null and void, end of story. When we advised SMS within a few hours of bringing the appliance home that it did not work they should have acted professionally and in a timely fashion to rectify the problem. It was their fault to sell us a machine from their showroom that was not working. We respectfully advise SMS that, to avoid future issues, that they review and understand the limits of their contract. Eventually, we just paid over hundred dollars for SMS to deliver the machine. We were glad to finally get the machine and that SMS delivered, they gave us what looks like a nice machine, and their delivery men were respectful and completed the job quickly. However, if we had known that we were going to have to pay over $*** dollars, plus waste time to make two separate trips to their showroom we would have just purchased a new appliance. Glad it's over.