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

  5 - 65 Dufflaw Rd North York, ON M6A 2W4

  
• 

  Canadian Appliance Source

  G12 & G13 - 4336 King St E Kitchener, ON N2P 3W6

  
• 

  Canadian Appliance Source

  G007 - 3487 Wyecroft Rd Oakville, ON L6L 0B6

  
• 

  Canadian Appliance Source

  110 - 30 Great Lakes Dr Brampton, ON L6R 2K7

  

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:21/02/2023

  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.

  First transaction 12/12/2022 - $534.98
  second transaction at delivery was 12/13/2022 - 653.86
  Order # ******** The business committed to provide us a ********** washing machine.
  Once we installed the machine it did not work.
  We called the business and they sent a technician on December 23 to confirm that the machine was in fact non-functioning and it had a defective mother board.
  The company offered to fix it with a repair man but we had to wait for a part that would take 3 weeeks.
  We asked that they replace the machine and provide a new one.
  They refused and told us we needed to contact **********
  ********** has refused to help. Told us to go back to CAS
  Both companies point to each other. and no resolution has been made.
  The washing machine is in our garage. We were forced to purchase a second machine so we could wash our clothes in the interim.
  We want them to pick up the defective machine and provide us with a full refund.

  

  Business Response

  Date: 24/02/2023

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

   Thank you for reaching out to us to share your concerns.

   We are truly sorry to learn that your are experiencing issues with your ********** washer.

   Please note, CAS receives all of the products we sell directly from the manufacturer, in their original packaging. 

   As such, we have no way of knowing if an appliance is defective. This is why our manufacturers will stand in and address as they hold the warranty. 

   Our records show that a Resolutions Case Manager reached out to you on February 24th of 2023 to further discuss your concerns and to ensure a proper resolution is provided to you. 

   Your file has been escalated with the manufacturer **********.

   Should you have any further questions or concerns do not hesitate to reach out to your Case Manager.

   Thank you kindly,

   CAS

• Initial Complaint

  Date:13/02/2023

  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.

  We purchased a ********** Side-By-Side Refrigerator and Freezer combo unit from Canadian Appliance Source (CAS) in Halifax, which was delivered on Jan 4, 2023. Customer Code: *******; Order Number: ********. The unpacking and installation had to be coordinated with our kitchen installation (cabinets etc) and since we did not want to get fingerprints or marks on these brand-new stainless steel appliances, we only opened the packing around 3 weeks after delivery. However, upon surface inspection, we noticed the freezer unit door is dented and we brought it to the notice of the CAS after-sales service team member, Farheen. She "acknowledged with regret" that the piece was delivered damaged by CAS, however, refused to address the issue through a prompt replacement. During this time, we noticed additional dents on the freezer door, which was carefully hidden with packing tape straight from their warehouse. We have provided pictures of these defects to the CAS service team with no redressal offered to date. We have also escalated this matter to Mr Jay K., Customer Service Manager, Canadian Appliance Source, who is also listed as a key contact point for CAS in BBB, however no response so far. This is an expensive purchase of a brand-new item. Yet the item we received appears to be an already damaged piece that was either an open box item, a previously returned item, or damaged and mishandled at the time of transportation by their delivery team, and therefore concealed with tape. Regardless, this is unacceptable, considering we put our trust in CAS, having ordered a brand-new high-end appliance.
  Clearly, this is a damaged piece and should not have been delivered in the first place, having trusted CAS with this $8000 + new purchase. The Fridge and Freezer are still in their new unused state. We need CAS to address this issue promptly by replacing the freezer unit with a brand-new damage-free ********** all-freezer unit to complete our kitchen installation.

  

  Business Response

  Date: 15/02/2023

  Dear ****,

  Thank you for taking the time to share your feedback.

  We regret to learn that your appliance arrived damaged.

  Please be advised that CAS receives all appliances factory-sealed from the manufacturer and those will only be unboxed after delivery/ pick up.

  As such, we have no way of knowing if an appliance is damaged or defective.

  This is why we urge all customers to report any cosmetic issues within 48 hours after delivery so we can ensure these are addressed under warranty - which was not done.

  However, we can see that you have been contacted by a senior member of our resolutions team who has approved the exchange for the appliance as an exception.

  This is on condition that the appliance remains uninstalled and unused.

  A replacement has been added to your order and the exchange has been booked for February 17th, 2023.

  Kind Regards,

  CAS

• Initial Complaint

  Date:08/02/2023

  Type:Delivery 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 ordered 5 appliances with this company to be delivered in January, 2023. 4 of these have been delivered successfully and I am satisfied with them. The 5th was a ***** panel ready dishwasher that was ordered with a deposit in July, 2022.
  I periodically updated the delivery date requested, and ultimately asked for a delivery date of January 2023.
  My sales representative helped arrange the delivery date, and informed me the dishwasher would be delayed a few weeks.
  A few weeks past with no contact or dishwasher. When I emailed the sales associate the emails started bouncing back. When I looked at the order online the delivery date was updated to December 28th, 11th months delayed from what was promised.
  Canadian Appliance offered to exchange or refund with no compensation. This panel ready dishwasher already has a custom panel created for it. Canadian Appliance has another ***** model in stock that would fit this panel, but they indicated they are not willing to ship this to my address.
  I believe the easiest and fairest solution would be for Canadian Appliance to ship me the ***** *** series in place of the ***** *** series they are not delivering, at no additional charge to me.

  

  Business Response

  Date: 08/02/2023

  Dear *****,

  Thank you for taking the time to share your feedback.

  We regret to learn that your experience has been less than adequate.

  Please be advised that, while our sales team will offer as much information as possible about estimated timelines, they may have no way of knowing if a particular model has been affected by an unexpected delay.

  Our records show that your order for the dishwasher was cancelled at your request and the refund has been processed back to your credit card on file.

  Please allow 5 to 7 business days for the amount to reflect on your account.
  

  Kindly note that delays are due to manufacturer production and CAS is not obligated to upgrade to a higher model for the same price.

  We apologize for any inconvenience caused.

  Kind Regards,

  **

  CAS

   

  

  Business Response

  Date: 15/02/2023

  Hello ***** *******,
  
   We would very much appreciate your feedback.
  
  Thank you for taking the time to respond. 
  
  We understand your concern and your frustration with your experience. 
  
  However, we have written proof requesting the order to be cancelled. As per that request, the order was cancelled. 
  
  Due to manufacturer delays, we were unable to provide the unit at a sooner time. As a retailer, CAS does not control manufacturer productions and items can be discontinued or delayed due as per manufacturers. 
  
  The option of reselecting was provided to you however, you choose to have the unit cancelled.
  
  Unfortunately, as the unit is already been cancelled and the refund was already processed, we are unable to move any other solutions.
  
  Kindly,  
  
  CAS 
  
  

  Customer Answer

  Date: 15/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am deeply disappointed in my experience. I am accepting this resolution only to end the experience. I was forced into refunding as I had no other reasonable alternative. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/02/2023

  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.

  I placed an order for a *********** fridge model ********** in July of 2020 along with numerous other appliances from CAS, sales person Cory S.. All of my appliances except the fridge arrived on time for the closing of my house (December 2020) except for my fridge. Originally the unit was delayed by roughly 2 weeks, but obviously I could not live in a house with no fridge. Normally an appliance company would supply a temporary unit in the interm, but Cory tried to sell me on a second smaller fridge for the time being. I decided I did not want to give the company any more money so I bought a small fridge from ***** for the 2 week interm. Well now the date is Feb 3rd 2023 and I STILL dont have my fridge. The arrival date has been moved on me without warning upwards of 30 different times over the last 26months. Every-time I ask for any information on when these units have last been shipped to canada, or if there is a manager/supervisor available to discuss the issue further, I am told no.
  
  I work in the construction industry (as a cabinet installer by trade) and I have actually seen this exact unit ordered 6 months after me and I was received by my clients in July of 2022, so I know for a fact that the units do ship out. My number one concern is that I originally paid $6500 for my fridge, and over the last 2 years that retail price has increased to $11,500, so I believe what is happening at this point is CAS has been receiving these units periodically and giving them to the people who ordered them more recently but at a much higher price than me as clearly, its more profitable for them. I dont know a single person who has had to wait over 2.5 years for a fridge to arrive, and like previously mentioned, I still dont actually have a concrete delivery date so this could easily continue on until I take legal action on the company.
  
  One other thing I should mention is its taken so long that my fridge actually has a new model number now ( **********)
  
  Zac

  

  Business Response

  Date: 08/02/2023

  Hello ****,
  
  Sadly the unit that was originally purchased at ********** purchased at $6590.00 + tax  went discontinued with the Manufacturer after their inability to fulfill outstanding orders. 
  The unit was originally priced due to a promotion running at the time of order when you purchased multiple ******* *** appliances, you received a discounted cost.
  We have substituted you for the 2023 version ********** which does has a Retail Price of $ 11,594.99 + tax price, however, we have added a credit on your order of $5,004.99 to offset the price. 
  

  We currently have three of these units on order, and have not yet received one of these units to fulfill any order. 

   

  ********** has advised us of a tentative ETA of end of February to fulfill your order. These built in fridges have been delayed several times, and are updated as soon as we receive the new updated fulfillment dates by the Manufacturer. 

   

   

  Customer Answer

  Date: 08/02/2023

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

  the Original unit was purchased in July 2020 and I know for a fact that other people have received many of these units    CAS has changed my ‘arrival date’ roughly 30 times between July 2020 and now  every time the delivery date gets within a week, they change to 2-3 weeks again. (Also, please note that my salesperson tried to originally charge me an additional $5000 on the new unit even though it was completely out of my control that they count not provide the fridge to me, only after threatening legal action did they agree to honour the original price) And they have already changed the delivery date of the new fridge 3 times on me since the start of the year.  It seems completely obsurd that they cannot get me a definitive delivery date in almost 3 years.
  

  also, I have asked numerous times to speak to someone who can tell me the last time CAS received my fridge unit in the alt 2 years and everytime they refuse to tell me. None of this seems normal, and I am convinced that they have been receiving units but due to the increased current price, they are fulfilling orders for people who have agreed to pay a higher price than me even though they purchased the unit much later on  

  I have also asked numerous times for the purchase order number between CAS and *********** because then *********** can tell me how many units have shipped since my fridge was ordered, again they refuse to divulge this information

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

  

  Business Response

  Date: 13/02/2023

  Dear *******,

  Thank you for your response.

  Kindly understand that CAS has no benefit in delaying your order.
  

  Moreover, please be advised that our purchase order numbers are confidential and we are unable to provide this to customers.

  However, we can see that your file was escalated to the manufacturer and the appliance is not in stock.

  Your delivery has been booked for February 15th.

  You will be contacted in the evening prior with a 4-hour window for the delivery.
  

  You may contact our customer care team at * *** *** **** if you wish to change the delivery date or if the time window does not work for you.

  We apologize for any inconvenience caused.

  Kind Regards,

  CAS

• Initial Complaint

  Date:06/02/2023

  Type:Sales and Advertising 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 on Black Friday , I told the sales very clearly about my small condo size and my family size , but she refer me the biggest one , it is a top load washer, the bowel is too deep both I and my mother can not reach the bottom to get the clothes, so I ask to exchange it, but they said they will charge restocking fee which is about 600, but it is not my fault , it is their sales fault, I have argued with them for one and half month , it still didn’t solve it, i* ***** ** * *** ******** , so I want to file a complaint. I want CAS don’t charge any restocking fee since it is their fault not mine. And exchange to a smaller one. I think CAS should try the sales well and a more efficient customer service, not just rush sales.

  

  Business Response

  Date: 07/02/2023

  Dear ****,

  Thank you for your feedback.

  We regret to learn that your experience has been less than adequate.

  However, our records show that the restocking charge on your order has been waived since February 2nd, the same day it was applied.

  This is due to the fact that we investigated your file with our sales team to ensure that all the information on the order was correct.

  We apologize for any inconvenience caused.
  

  Kind Regards,

  CAS

• Initial Complaint

  Date:29/01/2023

  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.

  I ordered appliances in late August 2022. They were to be delivered on Nov 24 2022. It was finally determined that the salesperson, *********, ordered the incorrect fridge. We only realized this because it did not fit in the kitchen cabinets as I requested a counter depth and a standard size fridge came. The delivery rivers would not take the fridge. They said it wasn’t their problem. I contacted ********* and he ordered the correct fridge. There was no apology. He asked me to do the return. I said no. So he completed it. I was told my fridge would come on Jan 26. I contacted the company any they said it was delayed and would come March 18 and that this want their fault it’s the supplier. They have no other comparable options to offer me. They offered stainless steal. But my entire kitchen is white. I asked for a discount they said that I’m lucky they’re not charging me a restocking fee. It’s been months. And they won’t even remove the other fridge. I had to purchase a mini fridge. They’ve offered me $100 off a $2000 fridge. I have offered many solutions and I am simply ignored. I don’t have a freezer. I’m out $500 for a mini fridge and they expect me to store their fridge until mine comes but I can’t use it? It’s worthless to them?
  
  They aren’t cooperating at all or accepting any responsibility. This will continue with others. Please help.

  

  Business Response

  Date: 30/01/2023

  Dear *****,

  Thank you for taking the time to share your feedback.

  We regret to learn that your experience has been less than adequate.

  Please be advised that the sales error was noted on our end, which is why a restocking charge was not added to your order.

  As the retailer, we are unable to control the ETA provided by the manufacturers we work with, but we will always try to accommodate customers by suggesting alternative models in stock.

  Our records show that a senior member of our resolutions department reached out to you on January 26th with a list of available models and they were all rejected.

  As such, the only options in this situation would be to wait for the replacement to be received from the manufacturer or offer a full refund on the existing appliance, once it has been returned.

  Our records show that a pick up was scheduled in order for the appliance to be taken back to our warehouse.

  Once we have received it we shall be able to process the refund back to your credit card on file.

  Please allow 5 to 7 business days from the date it has been processed for the amount to reflect on your account.

  Kind Regards,

  CAS

• Initial Complaint

  Date:26/01/2023

  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.

  Order number ******** CAS sold me a washer/dryer stacking kit with a defective part. I had also paid for their professional installation services of the product. When I requested the replacement and re-installation of the product or the defective part, CAS informed me they would not be doing anything about it.
  
  CAS sold me a compact washer, dryer and stacking kit, as well as their "white glove" installation services of all the items about 2 weeks ago. The total cost of the the products and services was about $3,000.
  
  The stacking kit included a defective part that didn't fit. The part was supposed to hold one of the dryer legs in place. The installers did not inform me of this. Instead, I found a part on the ground while cleaning up afterwards, and after examining the kit assembly manual, discovered that the installers had installed the part on the left side but did not install the part on the right side. The part did not fit into the slot.
  
  I called CAS to request the replacement and re-installation of the stacking kit, or of the defective part, and was told to submit a return request online. CAS' reply to the request was that it would not honour a return or exchange because the stacking kit had been installed. I replied that the manufacturer had directed me to CAS because a stacking kit is an accessory and CAS had sold it to me. Further, the CAS sales representative had informed me that the installation services were warrantied, yet the stacking kit was not properly installed. In its reply, CAS did not address the concerns I raised, but repeated that there were no returns or exchanges.
  
  I was sold a product with a defective part. There was no way to tell that part was defective until the product was installed. CAS sold me both the product and the installation services, yet appears unwilling to provide customer care or support for either. What a truly disappointing experience.

  

  Business Response

  Date: 27/01/2023

  Hello ****** ***,
  
  Thank you for taking the time to leave your feedback.
  
  We would like to wholeheartedly apologize for the experience.
  
  We can see that our after-sale team has been in contact with you and your replacement stacking fee has been approved for a replacement.
  
  The service date to complete the restacking of your laundry unit is scheduled for Saturday, January 28th 
  
  We would like to apologize for the inconvenience in advance 
  
  Kindly,  
  CAS 

  Customer Answer

  Date: 30/01/2023

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

• Initial Complaint

  Date:23/01/2023

  Type:Delivery 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.

  The truck that had to deliver my refrigerator purchased from Canadian Appliance Source (CAS) refused to come down the driveway and actually deliver my CAS order number ********, because they said their delivery truck is not equipped for driving on winter snow slippery surface.
  
  My order delivery address and date was very clear. CAS is accountable for utilizing the properly equipped trucks and crews for winter. Today at the time of delivery at 6.30 pm EST there was no snowfall and my driveway was clear of snow deposit by a snow removal company, also the path was clear. There is no excuse for CAS for being unable to deliver my order other than not being able to contract the properly equipped delivery for the normal winter weather conditions.
  
  When I called CAS customer support there was no clear answer when they reschedule my delivery and if they will compensate me for the spoiled fruits and vegetables because I was not able me new fridge to replace the old, damaged one!
  
  I seek the fast delivery of my order and a reasonable compensation from CAS.

  

  Business Response

  Date: 23/01/2023

  Hello ********* ******, 
  
  Thank you for taking the time to leave feedback.
  
  We would to wholeheartedly apologize for the experience you may have had with the delivery service.
  
  However, we can confirm with our Home Delivery team that at the time of the delivery attempt, the delivery team was unable to access your home due to the inability to access your driveway. 
  
  Customers are advised that before delivery, the delivery team is required a safe and clear passage to the home to endure the delivery is completely safe as possible. Due to the unsafe environment/passageway at the time of the delivery team, our team could not complete the delivery at the time.
  
  We understand the frustration of not receiving delivery of your order that day however, we are unable to provide any compensation here.
  
  As requested, your order has been cancelled and all the refund amount will reflect on your card within 5 business days.
  
  We would like to apologize for any inconvenience 
  
  Thank you kindly, 
  
  CAS 

  Customer Answer

  Date: 23/01/2023

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

• Initial Complaint

  Date:23/01/2023

  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.

  ORDER # ********
  The fridge was dead on delivery (Nov 30, 2022). I tried to resolve the dispute by calling Canadian Appliance Source (CAS), and I was told to pursue an exchange with the manufacturer as they held the warranty (Dec 2, 2022). I called **********, who's technician diagnosed the compressor to be broken (Dec 9). ********** approved a replacement, however, the complete process took 6.5 weeks from initial call to replacement fridge delivered. The replacement fridge also came dead on delivery (Jan 16, 2023). I called ********** again and their technician diagnosed it as a broken motherboard (Jan 18). I emailed CAS to relay that I had lost confidence in the system and the product, and that I would like a refund (Jan 17). After 6.5 weeks, I still have not received a new and working fridge. Their response was to transfer my refund request to Parts and Service to have the fridge fixed, ignoring my request for a refund (Jan 20). My intention and belief was that I had bought a new and working fridge; I did not buy a broken fridge to be fixed. I believe they have no intention of refunding me the money and want me to accept a broken fridge to be repaired. There is no end in sight.
  
  I have lost $400 in groceries when the first fridge did not work. It has been a nightmare not to have a fridge for 6.5 weeks, and there have been real expenses as a result. I have wasted hours emailing and calling both these companies; they have been purposeful in dragging out the process. They have held my money, without interest to me, as they still have not honoured the contract when they took my money.
  
  I have logs of phone calls to both CAS and ********** Canada. I have emails of my correspondence with CAS. ********** holds the reports about the two fridge diagnoses from the technicians (***** *********).

  

  Business Response

  Date: 26/01/2023

  Hello **** ****,
  
  Thank you for taking the time to leave your feedback.
  
  We would like to wholeheartedly apologize for the experience.
  
  We understand the frustration that you are having with the unit. 
  However,  please understand that CAS is an authorized retailer, and we receive all of the appliances we sell directly from the manufacturer in their original packaging. Therefore, CAS does not perform Quality Control testing on any of the appliances we sell. This is done by the manufacturer during the production process. As such, there are times that an appliance may experience functional issues shortly after purchase and as it is a functional issue, it falls under the manufacturer's warranty. In cases like this, the manufacturer provides CAS with very specific guidelines on how to proceed. This will almost always include having the manufacturer send out a technician to assess the appliance. The technician's report is provided to the manufacturer who then determines whether or not they feel as though the appliance can be repaired or would need to be replaced.
  
  We can see that our After-sale team has escalated the issue on your behalf, upon escalation to the ********** warranty team, they have advised they have offered a replacement. Since you have declined, they are working with you on a solution. 
  
  We would like to apologize for the inconvenience in advance 
  
  Kindly,  
  CAS 

  Customer Answer

  Date: 30/01/2023

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

  The CAS representative did not accurately represent the dispute.  It is not that I declined a replacement, but that the replacement also arrived massively defective.  It is at this point that I declined anymore involvement with ********** Canada and its products, and sought a refund.

  The response is a generic response I have been getting from CAS.  It is not an exchange or repair I am seeking, which would be through the warranty/manufacturer, and I have been adamant that I this is what I do not want.  It is a refund for a massively defective product, which CAS was the point of sales.  ********** Canada had made it clear to me that they do not refund, and pointed me back to CAS.  I do not understand why CAS even has a Returns Authorization Department when the company should just mark everything as final sale. 

  CAS Aftersales team has done very little to expedite anything except to pass the buck.  It has been relentless effort on my part, emailing CAS executives, opening third party dispute claims, and pushing ********** Canada to come to a settlement that begins to address the scope of the dispute.  

  * **** ***** *** ******** **** *** ** ********** ****** *** **** ******** ********** ****** ** ** ********* *** ****** ********* 

  Sincerely,
  

  
  
  
  **** ****

  

  Business Response

  Date: 01/02/2023

  Hello **** ****,
  
   We would very much appreciate your feedback.
  
  The experience you went through with the unit is very unfortunate and it is not a common issue. However, at times new units do have functionality issues. 
  
  All functional issues with units are subject o the manufacturer's warranty. We have been advised by ******************** that one of their managers is in direct contact with you to have the issue resolved. 
  
  Kindly,  
  
  CAS 

• Initial Complaint

  Date:18/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went to the CAS store on millen rd and self service Road in Stoney Creek December 28 ,2022 and we purchased a Toploader washing machine and dryer they were ****** and I knew that ****** was a good brand it had an agitator I six years ago I purchased the front loaders *** * **** * ******* ***** ***** *** *** ** ** *** *** *** ** **** ******* ******* ** ***** *** ** ******* *** *** **** ** *** ******* ** I used to pre-soak it for a couple of days and so it was in my head that I had to get a new washer with an agitator so we went into the store we bought the machine thinking that was the best resolution for my issue The day after the machines were delivered to my house and we did a load within an hour and we started to hear grinding noise we sort of let it go I didn’t really understand so I thought maybe that’s the agitation and when the clothes in the machine stopped to my surprise the clothes were still stained I was heartbroken. The day after we went to the store and I spoke with Kelly the girl that sold us the machines and told her and made her here my husband had taken a video of the sound and Kelly and another associate heard this grinding noise so they told me again to call customer service and put in a complaint It took two weeks like for somebody to come out to my house and I was very upset about this. Finally on Friday January 06a service technician came to the house after me calling every day. he looked at the machine and he heard the video and he heard himself the grinding noise he actually took a video and he sent it to the manufactures over at ****** The service person said don’t worry about anything we will take care of everything and you’re gonna have to wait a couple of business days for the ****** people to call you back Today is Monday January 16 I called ****** and they told me the it was a grinding issue and they’re gonna have to come out to my house and repair It needs a new gearit ,I said why do you have to repair why can’t you just give me another machine and they said that’s what they have to do so I am left with no other options. Today I left two messages for Kelly she has not yet responded to me I don’t know what to do or who to talk to . the girl she was very pleasant from ****** , he said there’s nothing else we could do for you we re very sorry, I told her I don’t want a machine that came damage to my home and me washing a load of my child cloths within the
  first hour of me trying it when it was delivered the machine also grinding noiseI feel that I should be get either my money back or something else so please Better Business Bureau please help me thank you

  

  Business Response

  Date: 23/01/2023

  Dear ********,

  Thank you for taking the time to share your feedback.

  We regret to learn about your experience.

  Please understood that you were first directed to ********* for service as all appliances are subject to the manufacturer's warranty.

  However, we have spoken to ********* today and have been informed that you are going to be fully refunded for this unit under Maytag's 30-day performance Money-back guarantee.

  Should have any issues in regards to this refund, ********* has advised that you will need to call them directly and request to be transferred to the exchange department.

  We sincerely apologize for all the inconvenience caused.

  Kind Regards,

  CAS