Complaints

This profile includes complaints for Trans Global Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Trans Global Service

  275 - 16930 114 Ave Edmonton, AB T5M 3S2

• 

  Trans Global Service

  7555 Beedie Way Vancouver, BC V6G 1C7

• 

  Transglobal Service

  820 Wharncliffe Road South London, ON N6J 2N4

• 

  Trans Global Service

  7555 Beedie Way Delta, BC V6G 1C7

• 

  Trans Global Service

  6751 50 Ave Red Deer, AB T4N 4C9

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:20/12/2023

  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.

  We purchased an extended warranty from ******** ********* ****** for our ** **** fridge. The compressor failed on Nov 9 and multiple times (3) a service tech has come out and confirmed that the compressor has failed. We were then promised that it would be repaired on December 20. Parts were ordered but we are still waiting for a repair and no date can be provided to us for a repair. Many times we have called to seek information and none has been forthcoming. We are looking at not having a fridge over the Christmas holiday season. Unacceptable. Did I mention the fridge failed on Nov 9?

  Business Response

  Date: 14/01/2024

  Here is the response to this complaint provided by our TGS team:

  "Hello Team,
  
  The extended warranty company ****** ***** advised us on 28-Dec that they are assisting the customer with replacement.
  
  I emailed them to follow up with the customer.
  
  Thank you"

  Please let us know if this customer request further help

• Initial Complaint

  Date:18/09/2023

  Type:Order 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 Transaction: 01-Mar-2022
  Purchase Location: ****** ********* ***. (Edmonton North)
  Insurance Company: Trans Global Insurance Group (Edmonton)
  
  Insurance Protection plan selected without my authorization.
  
  Please see written submission in the uploaded documents section.
  
  Thank you for your help in this matter.
  ***** ******* ************

  Business Response

  Date: 12/10/2023

  Hello, 

  We have brought this to the attention of the senior customer care representative for ****** head office. They have committed to reaching out to the customer and addressing their concerns directly.

   

  thank you, 

   

  Customer Answer

  Date: 16/10/2023

  
  
  Complaint: 20620268
  
  
  Good morning,

  
  I am rejecting this response because:

  I have had no communication from ****** as of yet. 

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

  Business Response

  Date: 07/11/2023

  Hello, 
  The Brick and ******, while affiliated with on another, are considered separate entities. You will have to file this claim with ****** directly. 

  
  Thank you, 

• Initial Complaint

  Date:30/07/2023

  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.

  What the business's **** ***** ******, ********** ****** *****, Trans Global Service, after purchase product repair after apliance failure.

  Business Response

  Date: 17/08/2023

  This customer has been approved to return the product for an in store credit in order to replace their product, which aligns with their request for an exchange or repair. The customer may visit their local store to select their new purchase and have the credit applied. 

  thank you, 

• Initial Complaint

  Date:29/07/2023

  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 am really disappointed with **** * ***** Warranty Insurance (part of Trans Global Service). I have major concerns & complaints regarding their warranty process. I purchased a LG Fridge and the 4 year extended warranty package from ***** in 2018. On June 28th, 2023, my fridge stopped working. I immediately called **** * ***** to initiate the warranty process. A technician came to my house the following day. They informed me that the compressor had broken down and he would order the parts asap. They stated they would be back on June 6th with the parts to fix it. I called the technician and he has yet to receive the parts. I then called **** * ***** to inquire how long the process would take. The rep was quite stern and informed me not to call back with a complaint until 2 weeks have passed (July 14th). The first repair finally occurred on July 12. The technician had informed us to wait 24 hours for the compressor to reach its full capacity. However the following day, I noticed the fridge was running non-stop and was making a noise 24/7. A **** * ***** representative called on July 13 to see if I still had any concerns with the repair. I had informed him about the problem. He said he will note this problem on our file, and to wait 1 week to see if the problem persists. If the problem persisted, he said to call and continue the claim process. Within the week, the following problems occurred: fridge was working non-stop, food in the fridge was freezing, strange noise coming from the fridge continuously and moisture build-up.
  
  I called **** * ***** on July 19th to submit another warranty request. The request was submitted as a goodwill as the warranty was over. The second repair service was booked for July 27th. An hour after the technician repaired the fridge, it completely stopped working again. Everything in the freezer melted and the fridge was no longer holding the temperature (the stand alone thermometer was increasing in temperature). It is safe to assume both technicians were not able to repair the fridge. I immediately called the customer service number to report the issue. The representative repeatedly stated a problem can only be submitted after the technician had submitted their report. Until then, no corrective action can be taken. She told me to continue calling back the following day to see if the report is submitted and then report the problem.
  
  The next day after getting in touch with **** * ***** to report the non-cooling fridge for the 2nd time, they called back to be offered a prorated refund that can only be used to purchase an item at ***** and within 30 days of issue.
  
  I find this entire situation ridiculous. First of all, **** * ***** took more than a month to try and fix the fridge. It was only made possible due to my consistent calling and emailing. It seemed like they wanted to prolong the process as long as possible so that we would give up. They tried to get out of the warranty by claiming that they were doing this service out of 'good will'. It should not even be described as a 'goodwill' as the initial warranty request was made prior to the warranty expiring. It is not my responsibility that the technicians could not fix the fridge and the parts took a long to arrive. As the initial issue was never resolved, the full warranty should have covered it.
  
  Secondly, the warranty itself is a cheat. They did not offer the full purchase cost. The ****** agent who sold me the warranty should have clearly stated that it is a prorated warranty, and the money given is only credit that could only be redeemed at ******. By not stating these conditions at the time of warranty purchase, I was scammed into buying something I would have never purchased. These warranty conditions would have caused me to reconsider whether to purchase items at ****** in the first place. I find the offer extremely laughable. With the way **** * ***** treated us as customers, why would I want to purchase another appliance from ******? Why would I ever want to go through this entire situation again? I am not interested in paying for an extended warranty that does not provide any service.
  
  Neither ****** or **** * ***** warranty provided any meaningful help throughout this process. This process took an entire month. Living without a refrigerator for a month is extremely ridiculous and mind-blowing in this decade. Not to mention the amount of food discarded due to spoilage; an amount of $500.00. Including the days off I had to take off to accommodate the technicians, another $500.00. **** * ***** warranty clearly states no deductions for peace of mind but this has not been the case at all.
  
  I would really appreciate ****** ******** ****** to assist with providing a solution to this problem. Ideally I would want the entire cost of the fridge back and not as a credit to be used at *****. I have absolutely no interest in purchasing anything from ***** again.

• Initial Complaint

  Date:08/07/2023

  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.

  Last September (2022) bought new Refrigerator. The cost to repair the old one was the half price of the new one. So we took the decision to buy Refrigerator&freezer, in order to look the same. On June, 29th I realized that something is wrong. Next day June 30th, called ********** to file complaint, and I was advised that i will received a call from Trans Global services because it’s warranty issue. The first available appointment was July 6th. I was advised that I will receive a call to be informed about the time. Never received a call, I had to call to ask, and I had to wait a call from the service guy that was coming to my house. He said 1-3pm, showed up 3:45pm just to enter the house to stare the unit and respond that he can’t do anything he needs second person. I asked him how come he didn’t know, I provided model and serial number, it is supposed he came prepared to repair this unit. He didn’t know when theappointment was going to be and he said that the Tran Global services will call.
  They called and they booked the appointment for next day Friday, on July 7th.
  Again I was informed that the service guy will call me to inform about the time. At 9:52am I called Tran Global and I was informed that they will call the Service guy to inform me. I got a call back from Trans Global at 4:15pm to be advised that someone will go at 5:30-5:45pm. Two men show up, one of them provided a paper Damage Liability waiver, and threatened that if we don’t sign it they will go, and they will report that we don’t need their services. After 8 days with no refrigerator and with no any othersolution, we signed it. They fixed it, the guy who came both days opened the door and left with out give us an explanation why this happened, what was the problem, with out a paper, or a business cart. The other guy just said to wait for 24hours the catch the temperature and he left. This behaviour is unacceptable, when my family suffered 8days.Nobody can understand how difficult is not to have refrigerator and specially when there are 2 kids in house and it is summer. My house has indoor cameras, who ever is interested can come to check and confirm my description.
  I need to receive a full explanation about the problem of my refrigerator, why this happened? If they fix it temporarily or it needs anything else and if I will have problems in the future. It must be written and signed from Trans Global services and the person who inspected and repaired my refrigerator.

  Business Response

  Date: 08/07/2023

  Hello, 
  

  After reviewing this, we can confirm the service was booked under a different name than the individual who submitted this complaint. 
  The customer on file will need to provide a signed letter authorizing the release of TGS event details. This is a security measure to protect our customers' information. 
  

  Thank you! 

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: 20290787
  
  
  
  I am rejecting this response because:

  The person that booked the appointment and submitted the complaint is the same *********** ***********. They are lying!
  I have all the phone calls in my phone any time I can provide to you and to them. Also all the conversations was supposed to be recorded by their company. 

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

  Business Response

  Date: 20/07/2023

  Hello, 

  As the individual on this complaint is not the same name as on file, please have the customer provide a signed letter consenting the release of their account details to the individual making this complaint.  
  

  Thank you. 

  Customer Answer

  Date: 21/07/2023

  
  
  Complaint: 20290787
  
  
  
  I am rejecting this response because:

  when I called to complain about my refrigerator I gave my full name *********** ***********-*******. 
  I provided my email ******************  and my cellphone ***** ********, which everything is registered under my name *********** ***********. The purchase and the official receipt include all the above information. **** ***** ******, *************** from Trans Global Services contacted me on Friday, July 7, at 4:16 to inform me that the service people will be in property in one hour and half. And also she told that she will be the one that she will call me to follow up. I am providing a picture to confirm that I was in the phone for 4 minutes with an employee of this company. If they still doubt, I could provide all the phone calls 
  
  
  
  Sincerely,
  
  
  
  *********** ***********

• Initial Complaint

  Date:03/07/2023

  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 want to thank the *** for resolving my issue with the Brick. I am receiving a new fireplace/tvunit on Tuesday,July 4th,2023. My other issue is with Transglobal furniture assembling department. A technician mounted my fireplace/tv stand and it was badly assembled. I called several times, sent pictures and was told a new technician would be coming. An appointment date was issued and no one showed up. The warranty company(******* *****)saw that the tv stand was terribly damaged and badly installed. Now I need the company (Transglobal Services)to send me an installer to put up the unit and it should be comped. First time was done wrong and I should be compensated for it. I already called and was told they would talk to the manager. The last time I called,they never contacted me.

  Business Response

  Date: 21/07/2023

  Hello,  
  

  After reviewing this complaint, we can confirm that the purchase location has keyed an exchange for the customer's fireplace. It will be delivered and exchanged for the customer once it is in stock around the beginning of August.  
  

  We apologize for any inconvenience or frustration this may have caused.   
  

  Thank you! 

• Initial Complaint

  Date:03/07/2023

  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.

  CANCEL: ****** ***************** **********  Request to cancel unwanted services never asked on Apr 27, 10:44?AM. I am still being charged—several attempts to fax the requested form were unsuccessful, and customer care sent emails unopened. I want the charges to stop and Transglobal Insurance to refund charges since the cancellation request in April. Up to this point, they are unwilling to assist and unable to get a hold of.

  Business Response

  Date: 11/07/2023

  Hello,
  The client applied for a ******* account at **** in February
  2023.  The client contacted Trans Global
  insurance in April 2023 but did not send  back the authorization to stop premiums from billing until July 4th 2023.
  The amounts of $197.20
  and $11.74 have now been refunded.
  
  Thank you!

• Initial Complaint

  Date:13/06/2023

  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 ***** ********** in Cloverdale in early 2022. It began to leak in September 2022. We have received nothing but delays from Transglobal. They needed at least 8 visits to diagnose where the leak came from, and have replaced just about every moving part. The bar that delivers the water to the lower section falls off every two or three washes and we can’t get clean dishes.
  I spoke to a woman at ******* Canada who told me that as I did not originally report poor washing results she would not help me. The same woman assured me there was nobody anywhere in Canada that she could refer my issue. I find it hard to believe that *******’s top person in Canada answers the warranty telephone line.
  ***** ********** have tried to help (********) but he has been unable to help us obtain a permanent resolution. All I want is a working dishwasher. We expect ******* to authorize ***** ********** to replace the item.

  Business Response

  Date: 22/06/2023

  Hello,   
  

  After reviewing the details of this complaint, we can confirm that the manufacturer has issued a return authorization for the dishwasher. As the ******* has resolved this with the customer, we consider this matter closed.  
  

  We hope the customer can accept our apologies for this negative experience.  
  

  Thank you. 

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called **** * ***** Warranty (who is the extended warranty company through The Brick) to make a claim, I was advised I'd get a call back within 3 days, I did not but got an email from Trans Global Service saying I could book my service online, which I could not. I called Trans Global Service on May 31/23 at 09:00hrs, I was advised a service tech would call me within 2 business days to schedule my repair. As of June 2/23 I still have never received a call from a service tech for repair. Between May 31/23 and June 2/23, I emailed back **** * ***** Warranty and they advised me that a company called **** ********* (in Humbolt, SK) would do the repair. I found no record of this company and Humbolt is 155 kms from our acreage, while Regina, SK (a major city) is only 80 kms away, and would have more appliance service technicians. On June 2/23 at 08:45hrs I called Trans Global Service again, the person who assisted me answered no questions and did not assist me at all. Could not tell me if/when a service date was, but confirmed the company was **** ********* (which I can't find anywhere on the internet, let alone Saskatchewan). So I was told by the Trans Global Service call rep today that I'd get a call back from someone else "hopefully" today. So far Trans Global Service send me an email every day saying I can book to schedule a service but can't....

  Business Response

  Date: 12/06/2023

  Hello, 
  
  After reviewing the details of this complaint, we can confirm that a repair technician completed an inspection of the range on ***** ********* on June 5th, 2023, and ordered parts to fix the burner and control panel. The parts have now arrived and the technician has contacted the customer and scheduled an appointment on June 16th, 2023 to complete the repair. 
  
  We would like to say we are sincerely sorry that the customer needed to escalate to the *** to continue communication regarding this claim.
  
  Thank you. 
  
  
  

  Customer Answer

  Date: 16/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20134877, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:01/06/2023

  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.

  We purchased a sofa and a chair from ****** on December 26, 2021 for amount of $6642.21 to which we made a payment for $2642.21 and took ******* payment option for 18 months for remaining $4000.00 with no payment until 18months. As per this agreement our payment was due in June 2023.
  On May 25, 2023 I called ******* to ask them on how to pay the balance, cheque, DD etc., this is when the automated system gave me a balance amount of $5057.00 which was shocking to hear. When I spoke with the ******* representative, I was told that there is an insurance protection charge from a company by the name Trans Global Insurance. I told her I have never heard of this name, nor did I signed up for any insurance protection. She provided me their contact number for Trans Global.
  I called the Trans Global Insurance Number provided and spoke with a lady on the phone about these charges. I was asked to have the account cancelled first and that she will be starting an investigation on this issue, I requested for more information and paperwork, I was told someone at the store asked they to charge the card, when ask for the name could not give me the name but assured me that she will open an investigation. I completed and emailed the cancellation form as requested on the same date. I spoke with ******* at ****** locations and he said no one at the store has signed me up for this insurance and he doesn't know how this is on my card.
  
  May 30, 2023 - I got an email from ******* that my insurance was cancelled.
  
  June 1, 2023- since I had not heard from Trans Global, I decided to call them. Spoke with a lady on the phone said we sent you an email on May 30th that they can refund me $462.92. When asked why only $462.92 out of $1057? she did not had the answer said she will reescalation the matter to her Management team but can take up to 7 business days.
  My loan has been paid in full and I only have the balance from this insurance company that I have never heard of or did authorized.

  Business Response

  Date: 03/06/2023

  Hello, 
  

  Unfortunately we have been unsuccessful in locating the customer's purchase to investigate this concern. Please have the customer provide their sales order document number. If the individual on this complaint is not the purchaser on file, we do require a signed letter consenting the release of the purchasers account details to the individual making this complaint along with the invoice.  
  

  Thank you. 

  Customer Answer

  Date: 05/06/2023

  
  
  Complaint: 20132343
  
  
  
  I am rejecting this response because: please see attached paperwork, I have attached the cancellation form submitted and the ****** Invoice. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 13/06/2023

  Hello,   
  

  After reviewing the details of this complaint, we can confirm that as a sign of goodwill Trans Global Insurance has approved to reverse the full $925.83 payment protection premium that was charged to the customer’s ******* account, and notified the customer by email and phone.  
  

  We apologize for any inconvenience or frustration this may have caused and hope the customer understands.    
  

  Thank you!   

  Customer Answer

  Date: 14/06/2023

  
  
  Complaint: 20132343
  
  
  
  I am rejecting this response because: upon opening this case, I have been contacted by your office and was told that all the charges will be refunded. My ******* account was still showing a balance of $132.15 from the insurance charges.  I have followed up with the ******* and she has acknowledged that there has been an error in calculating the refund premium. As Trans Global had charged $1057.98 there is still $132.15 pending in refund, this is yet to reflect on my account. I have email confirmation, please see attached file. I will not accept the closer until the commitment is fulfilled as per the *******s email.  

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

  Business Response

  Date: 23/06/2023

  Hello, 
  

  After reviewing this, we were able to confirm that the remaining balance of $132.15 was refunded as of June 22nd, 2023.  
  

  Thank you.    

  Customer Answer

  Date: 23/06/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20132343, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******