Complaints

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cooktop and delivered, within three days the cooktop exploded on its own while the stove was in off mode with no light or warning. Called support and sent to manufacturer who in turn sent technician to verify that it was not caused by user, everything checked, installed properly and faulty temperature control, manufacturer refused to replace and opt for repair. I have contacted after sales support numerous time and NO ONE can make decisions, only responded once, live person gives you the stalls and run around and shift blames. In the meantime I was left to WAIT ( for whatever reason with no clarification). I asked for return and refund, again, NO ONE can make decision and ask to to go around and talked to after sale ( who only deal with email with no response) live person has no control nor power, ask me to write. I wrote so many time to dead air. I had to deal with no cooking element, frustration and to say the least the fright of the explosion, no one listen and show any sign of apologies and inconvenience it cause us. Worse experience ever, they should not be allow to run a business in town .

  

  Business response

  09/12/2024

  Dear ***** ***,
  

  Thank you for contacting us. We are sorry to hear that your ***** Cooktop exploded. We can see that the Cooktop was delivered on October 23rd of 2024. The issue was reported to us on November 01st of 2024 by email.

  Please note, CAS receives all of the products we sell directly from the manufacturer, in their original packaging. We do not sell refurbished appliances.

  As such, we have no way of knowing if an appliance is defective. This is why all our products come equipped with a minimum of one year’s manufacturer’s warranty, to ensure that they are able to stand in and address. 

  In the email, it was indicated that the Cooktop had been diagnosed by Repair Asap Ventures. Our After-Sales Team reached out to ***** to escalate the matter on your behalf. As per ***** they need to proceed with repair.

  We have been informed that the parts are expected to arrive on December 09th. Once the technician receives the parts, they will contact you to book a repair.
  

  Thank you kindly,

  CAS
  

  Customer response

  09/12/2024

  
  Complaint: ********
  
  We are rejecting this response because:

  We did receive the cooktop on 23rd and installed on 25th, exploded on 28th evening, immediately contacted ***** support whom assigned technician to check on proper installation.  Technician confirmed it was a factory fault and suspect that might be the temperature control panel underneath the tempered glass.

  Technician suggested that they could order the part and replace the glass top which to come. We called ***** and they cannot 'gurantee' that is the source of the issue and can only try.

  We have texted Salesman same day and called customer service, both told us they have no authority to handle the problem and can only email afterale support by email, they don't have any 'live' person to talk to.

  The cooktop cannot be operated, not just the cosmetic issue, its ultimately dangerous to leave connected; I have to turned off braker to avoid further explosion.  After technician's evaluation,  we have to contact my Electrician to come and disconnect the new purchased cooktop and reconnect my old cooktop (forturnately I have to deliver to the one who purchased my old cooktop).  

  We have packed up the cooktop and suggested to return to the shop which was delcined, now sitting in storage. We will absolutely not accept the repair since there is no gurantee the temperature control was the source of the explosion and tested for further damage or malfunction. ***** said if that doesn't work they will look at further repairs.  We are doubting how anyone can determine the damages by not looking under the glass, the problem could be the control panel wiring etc. We lost confident and feel stressed and would be traumatized to the thought of turning on the cooktop and worry if it would explode again.

  We feel that CAS has the responsibility to deal with their supplier and they can very well repair the product at their shop, I have extensive damages which I didn't claim, install, uninstall and re-install as well as the inconvenience to wait 2 days for Technician to come, we were left with no cooking element but to eat out.

  At this point, we will not accept whatever parts they ordered and have no way of repairing while is not connected. It has been over 5 weeks plus, and no consumer should be expected to have no resolution and left to deal with it ourselves.

  We originally requested a replacement and willing to wait a few days or a week for it to come, but since the experience, we would not ever want to deal with this company anymore.  

  Sincerely,
  
  ***** ***

  

  Business response

  26/12/2024

  Dear ***** ***,

  Thank you for sharing your response with us. While we can understand your concerns, please be advised that ***** has indicated that the cooktop is repairable under warranty.

  The manufacturer's first port of call would be to service your appliance. However, after many attempts at service with the underlying issue still persisting, the manufacturer may decide to replace the unit.

  The manufacturer has indicated that the parts have arrived since December 09th and they are waiting for your approval to proceed with replacing the damaged parts.
  

  Thank you kindly,

  CAS
  

  Customer response

  08/01/2025

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

  I do not feel that a cooktop that was installed properly for THREE DAYS and exploded while its in cold position is safe to use, 'repairable' or reinspection of the entire cooktop control system is essential to ensure safety.

  While it says its repairable but no guarantee the parts that arrives is the source of the problem, we are in no position to risk our safety and have already been placed in an extremely inconvenient position for weeks after purchase.  We had to uninstalled the problem cooktop to replace with our original cooktop for the time being.  

  We are not re-installing he problem cooktop to facilitate the repairs, we feel that CAS can very well take the cooktop back to their store and repairs and test to their content without risking our safety.

  We have no confidence in the product as well as the service is being provided and demand for a refund so we can get on and replace with a stove that provide safety and satisfaction result.

  Sincerely,

  
  ***** ***

  

  Business response

  11/01/2025

  Dear ***** ***, 

  Thank you for sharing your response with us. While we understand your concerns, please be advised that all Product defects are subject to the manufacturer's warranty. When a customer purchases an appliance, it comes with a one year manufacturer's warranty to ensure that that manufacturer steps in to address any issues with a faulty appliances. 

  These include diagnosis from a certified technician and part replacement. 

  Thank you kindly, 

  CAS
  

  Customer response

  15/01/2025

  
  Complaint: ********
  
  I am rejecting this response because I feel that the product went wrong within two days of installation, not a reasonable or acceptable fault to be repaired.  I have been left without a functionable products for over two months, and no guarantee the fix will resolve the explosion issue.  We demand to have refund.

  Cooktop has been removed and packed ready to be returned.  I refuse to have it re-installed to be repiaired and risk our safety. Refund is the only acceptable resolution.

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased $40,000 in appliances from Canadian Appliance Source in Bayers Lake, Nova Scotia. Two of the items were a ***** 800 fridge and freezer (separate units). When these units arrived, it was determined that they were missing front panels which were displayed as stainless steel panels both online and in our order confirmation photos. Our sales representative, ***** ******, advised at time of purchase that we needed to purchase a heating element for between the two units (which we did), but made no mention of front panels. The items were delivered to our home (under construction), and not signed for by either myself, nor my husband. The delivery driver left the boxed items in our kitchen. Canadian Appliance Source stated we are unable to return the items because we did not refuse delivery. The items were delivered completely concealed in boxes, and neither of us were there to decline the delivery. We want Canadian Appliance Source to either send us the stainless steel doors/handles at their own expense, or accept the return of the fridge and freezer with a full refund (for those items only). They have declined both stating that we were provided a description of the items which is false. All documentation we have clearly shows the units with stainless steel panels affixed to the unit, and at no time during purchase process in person were we told otherwise. The company has an obligation to properly represent the items in which they are selling, which they have failed to do. We have given the company multiple opportunities to correct their error and they refuse. We would have happily paid the $1800 with our original purchase if this was made clear to us at the time. It is not the customer responsibility to now pay for their misleading imaging and uninformed sales representative. We are prepared to move forward with small claims court if we cannot reach an agreement with Canadian Appliance Source within the coming weeks.

  

  Business response

  09/11/2024

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

  Thank you for reaching out to us to share your concerns with us. We found your order (********) order under the name ***** ****. We can see that the appliances were delivered on October 22nd of 2024.

  The ***** fridge and freezer is listed as panel ready on our website. For more information please see below:

  ***** ********* Series ********** Column Refrigerator, 30 inch Width, ****** **** Certified, Counter Depth, 16.8 cu. ft. Capacity, Panel Ready flat hinge, ***** voice control, Intelligent Inverter Technology

  We can see that a Resolution Case Manager reached out to you on November 08th of 2024 to discuss your concerns. The panels have been ordered at no additional cost to you and will be shipped once available.

  Fridge panel- $898
  Freezer panel-$798

  Thank you kindly,

  CAS
  

• Initial Complaint

  30/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ******** kitchen hood was forgotten to be put on the garantee. It’s the past 8 months it’s not working . Contacted the salesman M. N. and did nothing about it. Repair or exchange would be appreciated since it’s my fault that it was not put on the garantee. Thanking you in advance *****.

  

  Business response

  02/11/2024

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

  Thank you for contacting us. We are sorry to learn about the issues you are experiencing with your ***** range hood.

  We can see that the appliance was delivered On May 11th of 2021. All appliances that we sell come equipped with a one year manufacturer's warranty.

  A Resolution Case Manager reached out to you on November 02nd to discuss your concerns and left a voicemail. Your file has been escalated to the manufacturer ***** in order to find a Resolution.
  

  Thank you kindly,

  CAS
  

  Customer response

  10/01/2025

  Hello,

  The problem has not been solved with CAS after sales with Treshna. She keep contacting the company ***** and got rejected two times for repairs but it is not their responsibility to solve this problem since it is the fault of CAS for not adding the hood on the guarantee at the time of purchase. I bought 7 appliances and only 6 were put under the guarantee by the fault of the sales man. I would appreciate if CAS would assume the responsibility of having it either repaired or replaced. 

  

  Business response

  17/01/2025

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

  We can see that our Resolutions Team have reviewed your file. They reached out to you on January 17th of 2025 and suggested that you purchase an extended warranty plan for the ***** range hood following which we will reach out to the extended warranty company ** ******* **** and submit a request for a Late Registration.
  

  Thank you kindly,

  CAS
  

• Initial Complaint

  30/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This dispute is about the colour of a new fridge I purchased from CAS. On October 16th I made a phone order of a matte black coloured **** fridge. The CAS website link to the specifications of the fridge was supplied to me by Alexander C., a salesman with CAS. The description and photos on the CAS website depict a black fridge and I instructed the salesman to proceed with the sale based on that information. On October 22nd, the fridge was delivered with the protective shrink wrap on it. After the delivery crew left I proceeded to remove the wrap and noticed that the fridge is grey in colour with tags indicating the fridge colour as black slate and not matte black as promised. The model number of the fridge received also does not match the model number of the fridge ordered. I informed the CAS sales office of their mistake and they told me to fill out a return ticket, which I did immediately. The After Sales department which handles the return tickets responded to my request and started looking into my complaint. After a week of email discussions the After Sales department concluded that the return ticket is declined as the **** black slate is the correct colour. The fridge model number mismatch was attributed to the **** model numbering methods. Initially I attempted to pursue an exchange for a different fridge in black colour, but now after the return has been declined I would like to ask for a billing adjustment made on the purchase price. The fridge is currently in my kitchen and has not been further unpacked, plugged in or used. It is in showroom condition. The reason I wanted a black fridge was too match all my other black kitchen appliances. Please refer to attached photos and documents. Thank you. **** ********

  

  Business response

  06/11/2024

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

  Thank you for contacting us to share your concerns. We are sorry to learn that you are not pleased with your appliance - **** Refrigerator
  

  Our records show that our After-Sales Team contacted the manufacturer as well as our Purchasing Team for further clarification.You may find the Explanation below:
  

  ''While the **** collection is called “Matte Black” the color swatch is black slate, this should explain the color sticker. All of the items in the matte black are this color.''

  We can see that you are in contact with our After-Sales Team in regards to the exchange of the product.
  

  Thank you kindly,

  CAS
  

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I did not buy the fridge from a ** sales office, I bought it from CAS.
  CAS lack of knowledge about the  products they sell and the erroneous advertising on your website should not come at the expense of your customers.
  
  CAS website specifically identifies the fridge colour as "matte black" not "black slate".
  The photo of the ** **** fridge on the CAS website is either deliberately altered or erroneously misrepresented if it represents the colour of the fridge I received.
  In either case, I was (and quite possibly Alexander also) deceived by the incorrect information on the CAS website.
  At the time of the negotiation, I was also very specific with your salesman Alexander C. as to the colour of the fridge that I require.
  I received a "black slate" fridge colour after Alexander C. ordered a "matte black" fridge, not to mention that the model number of the received fridge does not match the model number of the ordered fridge.
  I believe that CAS completed the sale of this fridge while providing inaccurate information during the sales process.
  I was hoping for a quick and mutually beneficial resolution in this matter, but I must conclude that I'm alarmed with the level of after sales care you show to your customers.

  Charging me a 25% restocking fee for a fridge in the wrong colour just adds insult to injury. 

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

  

  Business response

  16/11/2024

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

  Thank you for reaching out to us.We are sorry to hear that you are not pleased with your appliance.
  

  Please be advised that CAS receives all specifications/manual of the products that we sell directly from the manufacturer.

  As per the manufacturer ** ****, while the **** collection is called “Matte Black” the colour swatch is black slate, this should explain the colour sticker. All of the items in the matte black are this colour.

  We kindly advise you to reach out to our After-Sales team should you wish to proceed with the exchange of the refrigerator.
  

  Thank you kindly,

  CAS
  

  Customer response

  22/11/2024

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

  The seller promised to sell me a matte black fridge and delivered a black slate fridge.

  The fridge I received is not the fridge that CAS advertised on their website.

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

  

  Business response

  30/11/2024

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

  CAS receives all appliances directly from the manufacturer. CAS does not manufacture any of the appliances that we sell.
  

  As per the manufacturer GE ****, while the **** collection is called “Matte Black” the colour swatch is black slate, this should explain the colour sticker.
  

  Thank you kindly,

  CAS
  

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The glass on my oven door has shattered for the 2nd time. The oven is only 3.5 years old. When it happened the 1st time it was a nightmare. I got the run around and then finally the replaced the glass. Last night it happened again. Glass shattered all over my floor. They again want to only replace the glass. This is a huge problem and someone could get hurt. I want a new oven since obviously there is an issue. What if it went in my eye or my kids eyes. My daughter was baking a cake for my son. This was very scary and this should not happen. I see on line that many many people have this issue but ********** will not recall it. This is dangerous and unacceptable.

  

  Business response

  07/10/2024

  Dear **** ****,

  Thank you for reaching out to us to share your concerns about your ********** stove. We regret to learn that the oven door is damaged. We can see that the appliance was delivered in February of 2021.

  Unfortunately, this issue is not covered under the extended warranty provided by ** service plan. Their Terms & Conditions can be viewed in the warranty plan document.
  

  Our After-Sales Team have contacted the manufacturer to escalate the matter on your behalf. They would like to offer you a discount on parts should you wish to replace the door.

  An email was sent to you regarding this. For any further assistance, we advise you to kindly respond back to the email that was sent on October 07th of 2024.
  

  Thank you kindly,

  CAS

  Customer response

  08/10/2024

  
  I am writing to let you know that the solution provided by Canadian Appliance is an awful solution. So they asked me to call in to see what discount I can get on the glass and first of all the guy was clueless as to what I was talking about. Finally he said I can get the glass for 100$ but that it won’t be in until Nov 26. I have 2 kids I am raising on my own and they need to eat, as do I. This is unacceptable and to top it off they won’t even install it for me. He also said even if I wanted it, he couldn’t help me because his system wasn’t working. He didn’t sound like he even knew what he was saying. 
  Please advise on next steps please as I have no stove to cook for my kids. 
  
  Thank you so much, 
  
  **** 

  

  Business response

  11/10/2024

  Dear ****,

  Thank you for sharing your response with us. Once again, please allow us to apologize for the issues with the oven door.
  

  Please understand that as the appliance is no longer under warranty, the manufacturer has offered you a discount on parts as a gesture of good faith.

  As an authorized retailer, we have done all that we could to ensure your concerns were addressed accordingly.
  

  Thank you kindly,

  CAS
  

  Customer response

  15/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is bullshit! You won’t even install the glass For free!! I am a single Mother here! Also again, how do you expect me to feed my 2 children for the next month and a half????!!!! 
  your product is awful and you know it. it’s all over the internet. Since YOU can’t get me the glass and install it, you should be giving me another oven with the same value!!!! Warranty should have nothing to do with it!!! No ovens do what yours did, twice in 3 years!

  *** ***** was also contacted from *** on this situation  

  Give me a better solution then a piece of glass that I can’t install and that is available in over a month!!!!
  Sincerely,
  
  **** ****

• Initial Complaint

  14/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, We purchased a refrigerator last week and was delivered on Sept. 11th. The top freezer door of the fridge had 2 dents on it possibly from the warehouse (as they claimed) but we did not notice the dent until a few hours later due to the material; stainless steel. We noticed the dent when we stood from a distance to look at the fridge. The angle of how you’re looking at the appliance is also a factor to be able to see the aforementioned damage. We referred back to a photo we took when delivery guys were handling the fridge and sure enough, if you zoom into the photo, you will see the damage (right by his hand). This proves that the fridge was already flawed before it even entered our building. The store is only offering a 15% refund but I know it will cost more than their offer to get this fixed. We would like to receive atleast 25% of the total amount paid or a freezer door replacement. Please advise.

  

  Business response

  20/09/2024

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

  Thank you for reaching out to us. We regret to learn that your ** refrigerator arrived with a dent on the freezer door.

  Please note that CAS does not manufacture any of the appliances we sell. As such, we have no way of knowing if an appliance is damaged.

  Damage compensations are offered based on the intensity of the damage and how said damage affects the functionality of the unit. In this case we offered you 15% compensation or $163.43 CAD-

  Our records indicate that a Resolutions Case Manager reached out to you on September 20th of 2024 and offered to replace the freezer door panel. Note that the door replacement will be done at the cost of CAS. This includes parts and labour.
  

  Thank you kindly,

  CAS
  

  Customer response

  01/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The replacement door that the technician replaced our original unit with, DOES NOT have the ** logo we wanted. It doesn’t seem like an OEM part and therefore we can not accept this resolution. 
  

  Please send an original freezer door that HAS the ** logo emblazoned on the unit as that’s we paid for. We are willing to wait until this original part is available if CAS can provide a reasonable timeline.

  We just want what we paid for and move on with our lives. Thank you!

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

  

  Business response

  03/10/2024

  Hello ****,

  Thank you for reaching out to us.

  We regret to learn that the replacement freezer door did not have an ** LOGO. Our After-Sales Team have contacted the manufacturer on October 03rd of 2024 to escalate the matter on your behalf. All parts come directly from the manufacturer and not CAS.

  We placed an order for the ** LOGO with the manufacturer - Reference Number # *************** 
  

  The part will be shipped directly to your address on file within 7-10 business days. For any other questions or concerns you may contact our After-Sales Team directly.
  

  Regards,

  CAS
  

  Customer response

  15/10/2024

  I just received an alert that my complaint has been closed.
  
  My apologies but please Do Not close this complaint yet as we have not come to an agreement yet with CAS (Canadian Appliance Source). I was under the weather last week therefore, was unable to reply accordingly.
  
  We are not satisfied with the solution they are suggesting; They replaced the freezer door with a generic door and they’ve ordered us an “** sticker” logo to attach to the freezer door replacement. 
  
  The amount of effort they are putting in this formal complaint is astounding to us, because we continue to go around in a circle when the only solution we care to entertain is to just replace the freezer door with an original ** marked OEM product since they would not replace the whole unit (despite us paying for a brand new product).  They even replied to our email to inform us that their decision was final and we are to receive this sticker logo “soon”. 
  
  Please note I have included my partner, ******** on this email so he can respond accordingly.
  
  Please advise us as to what the next step should be.
  
  
  Kind regards,
  
  **** 

  

  Business response

  16/10/2024

  Dear ****,

  Thank you for sharing your concerns with us. We do hope that you feel better soon.

  We can see that our After-Sales team contacted the manufacturer ** as soon as the matter was reported to us by BBB. ** indicated that they will order the LOGO and send it to you directly by post.

  We apologize for any inconvenience caused due to this.
  

  Thank you kindly,

  CAS
  

  Customer response

  19/10/2024

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

  We would like the EXACT door to be sent to us, the money we paid was for a Brand New fridge (not a floor model, nor refurbished in any way).

  This “replacement door” was a generic door and DID NOT  even have the “**” logo. Our original door had the ** emblem embossed right on the door itself. This was one of the reasons we chose that specific model. 
  

  We would like the same door that we paid for. NOBODY wants an after market “** sticker”or any kind of sticker to be on their brand new fridge. This may just peel off overtime. 
  

  In all honestly, I’m  sure you would feel the same way if it happened to you. 

  Please choose to do the right thing by your customers. This first experience with your company has been such an unpleasant and stressful one.
  

  We appreciate your attention and the right resolution on this matter. 

  Thank you.

  Sincerely,
  
  ******* *. (& **** *.)

  

  Business response

  09/11/2024

  Hello ********

  Thank you for reaching out to us. We can see that photos of the door replacement along with the LOGO have been requested by our After-Sales Team.

  Kindly provide the photos in order to determine our next steps.
  

  Thank you kindly,

  CAS
  

  Customer response

  18/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  We are not being provided with the solution that benefits the customer at all.

   Please send us a 25% refund cheque instead of continuing to order more ** stickers and charging a technician to “install” a sticker on our freezer door. I’m very baffled by how ** can’t provide us a proper replacement door our entire unit.

   This definitely was not handled well and quite unethically in our opinion.

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

  

  Business response

  21/11/2024

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

  Thank you for sharing your response. We can see that your file has been escalated with the ** Executive Team.

  An email was sent to you on November 21st of 2024. We would also like to note that CAS was billed for the freezer door replacement (parts and labor)

  Email from **:

  ''EST Representative (** Canada Executive Service Team)
  Nov 20, 2024, 11:11?a.m. EST
  Hello, 
   
  Thank for reaching out to us. 
   
  We apologize for the experience 
   
  A Case Manager is currently working on this customer's file , who will be in contact with the customer in order to provide the resolution we can offer. 
   
  This ticket will now be closed, please feel free to re-open the ticket if you require any further assistance.
   
  Thanks for choosing ** Canada''

  Thank you kindly,

  CAS
  

• Initial Complaint

  15/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 15k worth of appliances and had them delivered April 8th during the eclipse. The delivery guys were aggressive and had me sign the papers before my wife even removed the plastic from the appliances. As she was removing the plastic we told the delivery guys the fridge has 4 massive dents on each door and the bottom door has scratches. They refused to take the appliances away and told us to contact canadian appliance source. We did so while the delivery guys were still at the house and all we were told were to take pictures and submit a claim online. The next day it was denied. We escalated this as it was denied because the pictures they reviewed were the ones the delivery drivers took of the appliances still with the wrapping all over them. They are refusing to replace the fridge. On top of the fridge the bottom drawer of our stove doesnt close all the way which is needs to because it is a baking drawer. Another defective appliance we were given. Again submitted a claim and they just deny claims and send customers to ********* to figure it out. Now we have two appliances worth 8k that are damaged sitting in our kitchen with no timelines for repair.

  

  Business response

  20/04/2024

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

  Thank you for taking the time to share your concerns with us.

  We regret to learn that your ********** refrigerator and range arrived damaged.

  Please note, CAS receives all of the products we sell directly from the manufacturer, in their original packaging. We do not sell refurbished appliances.

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

  This is why all our products come equipped with a minimum of one year’s manufacturer’s warranty, to ensure that they are able to stand in and address. 

  A service call has been initiated for each appliances and an appointment has been booked.

  We can see that the appointment for the fridge was scheduled for April 15th and the appointment for the range was scheduled for April 19th.

  Please contact our After-Sales Team at aftersales@caslp.ca if you are still experiencing issues with the appliances. 

  Thank you kindly,

  CAS

  Customer response

  22/04/2024

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

  The fridge ********* is replacing all three doors, which seems ridiculous for a brand new appliance.

  The stove however, the technician came on April 19th and inspected the oven. They noted the bottom drawer is damaged, but also that behind the stove underneath where the gas line is hooked up that it is warped there. ********* told us that this is on CAS to replace as it is a safety issue. In addition, they found that the main oven door frame also isn’t attached properly. When we turned the oven on the heat does not seal, which makes this oven a safety concern. We want the oven replaced. We were also told that even if new doors were ordered for the oven, the would likely cause the same seal issues. 
  we escalated this with CAS and they are not getting back to us. ********* said it is an issue that needs to be dealt with CAS. We have a brand new stove that we can’t use now for safety concerns.
  
  Sincerely,
  
  ****** ********

  

  Business response

  27/04/2024

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

  Thank you for your response.

  As per our records, we can see that a Resolution Case Manager reached out to you on Wednesday, April 24th of 2024.

  Your file was escalated with the manufacturer **********.

  Since it is not confirmed that the damage occurred before or during delivery, the manufacturer has authorized a replacement under warranty which is being processed through CAS.

  A replacement has been added to your order and your delivery for the new range is booked for Monday, April 29th of 2024.

  In regards to the refrigerator, it has been noted that you agree to receive replacement door panels on all 3 doors.

  Once again we apologize for the inconvenience caused due to this matter.

  For any other assistance, you may contact your Case Manager.
  

  Kind regards,

  CAS

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a brand new fridge on Jan 5th and when fridge a delivered delivery guys told me to connect after 2 hours. When I connected it was right away water leaking from the fridge. I contacted sales person Morgan to take the fridge back and get me a new one. She told they can't return once it's plugged in and asked to reach out to the manufacturer. It's been a month we are back and forth emailing but no one came to look after the fridge. How is it fair to deliver a broken fridge and ask me to deal with manufacturer. Please talk to the CAS, Whitby and get my money back so they can take away the fridge. I have emailed and called 100s of times with no result. Thank you *******

  

  Business response

  09/02/2024

  Dear BBB,
  
  Customers have received the fridge on Jan 13th and report the issue on the same day regarding the leakage.

  
  We have scheduled service for all customers to have the issue resolved. Service call was refused by the customer at first then later accepted.
  

  Customers have reported that the leakage issue was resolved by the service technician on Feb 5th

  At the same time, customers have advised that the fridge surface is bumpy not smooth which we are currently assisting customers with.

   

  Thank You,

  CAS

  Customer response

  09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I told the business about this fridge being bumpy and not properly finished. I advised them to just to take back and bring a new one but their staff couldn't finish until I take the service to fix the water line. Now, we are back to square one. If they had replaced the fridge on day one this would have saved lot of time and efforts.

  I spent 100s of hours chasing different people, sending emails, reaching out BBB, reviews and still not problem solved.

  Please assist me with this on going issue. Refund my money.

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

  

  Business response

  21/02/2024

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

  Thank you for taking the time to share your response with us.

  Please accept our sincere apologies for the issues you are experiencing with the refrigerator.

  Please note all unit defects are subject to the manufacturer's warranty. At this time a service call is required to address your concerns.

  As per our records, an email was sent to you containing the Service Provider Information.

  Reference number - **********

  The assigned technician will contact you within 2 business days to set up an appointment for the unit.

  Thank you,

  CAS
  

  Customer response

  23/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been dealing with these companies back and forth for over 2 months. They are just playing the blame game.
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/03/2024

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

  Thank you for your response.

  Please understand that we do not have any intention to delay the process for our customers.

  When an appliance is defective, it has to go through the manufacturer's warranty.

  As per our records, a service call has been dispatched to ***** ********* ***** * ********

  We can see that our After Sales Team have reached out to the service provider to request an update on the repair.

  Thank you kindly,

  CAS
  

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: ***** ********* called after several months attempts and then said it is not repair and it is dents so we will get back to you. Then no one returned calls and it's been 6 months and I am stuck with bad shape fridge.

  Please help me to replace or refund or at least give me 50% back for this defect fridge.
  
  Sincerely,
  *******
  ******* ******

  

  Business response

  11/03/2024

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

  Thank you for your response.

  As per our records, we can see that our After-Sales Team is currently assisting you with your request to have monetary compensation for the ********** refrigerator which was delivered on January 13th of 2024.

  Damage compensations are offered based on the intensity of the damage and how said damage affects the functionality of the unit. 

  Our After-Sales Team will be happy to will follow up with you once they receive an update from the manufacturer.
  

  Kind regards,

  CAS
  

   

  Customer response

  17/03/2024

  
  Complaint: ********
  
  I am waiting for the. response
  
  Sincerely,
  
  ******* ******

  

  Business response

  26/03/2024

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

  We can see that the manufacturer processed your refund on March 13th of 2024 through a Virtual Payment. 

  An email was sent to you on March 13th regarding the refund.
  

  Kind regards,

  CAS

• Initial Complaint

  18/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cost: $968.00 + taxes = $1084.16 (first part paid when ordering the unit. Last payment when I picked it up. Final payment and pickup date: 11/21/2023 I called the store right after picking it up. They said as long as I submitted the form before 7 days I could get a new one. Mon, Nov 27, 2023 <- Submitted the request to the business (have email) After submitting it was noted that "Replacement was declined". even though part of the unit had been melted from the factory and a part was missing from the packaging. Since this date I have followed all requests from CAS. The company has never contacted me. I have had to send many emails to even have the ***** rep come out to verify it couldn't be repaired through a tech. It needs to be replaced. After waiting almost 2 months to allow CAS to resolve the issue I have lost patience. I think I have given them more than ample opportunity. Not once had they ever reached out without me needing to send multiple emails in advance. Even the last email was... "I apologize for the delay; I will contact the manufacturer this morning to get an update on your file and see what we can do to have this handled for you as soon as possible." Again the item was damaged from the factory *Rubber was melted" on the outside of the unit. It also was missing the kick plate.

  

  Business response

  18/01/2024

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

  Thank you for taking the time to share your concerns with us.

  We are sincerely sorry to learn that you are still experiencing issues with your ***** dishwasher.

  Please understand that CAS does not manufacture any of the appliances we sell and that all appliance defects would be the responsibility of the manufacturer as they hold the warranty.

  Your complaint/request mentioned that one kick plate was missing and the rubber/seal on the outside was damaged.
  

  As per our records, we can see that our After-Sales Team have escalated your file with the manufacturer ***** on January 16th of 2024.

  Please note that your file  #4104021863 request is still being reviewed by ***** Service Management.

  Our After-Sales Team will follow up with you once they receive an update from *****.

  Once again we would like to apologize for any inconvenience caused due to this.

  Thank you kindly,

  CAS
  

   

  Customer response

  21/01/2024

  
  Complaint: ********
  
  I am rejecting this response because the machine ARRIVED damaged and the part that is DAMAGED can not be repaired (As per the ***** technician that came out) He also said he had never seen a company do this where when a device arrived Damaged that they wouldn't take it back.

  I requested an exchange (NOT RETURN). It has been over 2 months now and this is not acceptable. I still have all the original packaging.
  
  Sincerely,
  
  ***** *********

  

  Business response

  27/01/2024

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

  Thank you for your response.

  Please be advised that CAS does not take back any appliances which have been used or installed.

  In your return request submission on November 22rd of 2023, you marked the dishwasher as used and installed.

  ''The machine works fine and installed however I would like a discount for the damage and be given the missing kick plate pieces''

  In light of this, CAS contacted the manufacturer and a service call was set up as per *****.

  As per our recent records, we can see that the Management Team at ***** is offering compensation to keep the unit as-is since it is cosmetic damage that does not affect the functionality of the unit.

  Thank you kindly,

  CAS

  Customer response

  15/02/2024

  I have not received the payment nor have I received the part.

  

  Business response

  21/02/2024

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

  Thank you for your response.

  As per our records, we can see that our After-Sales Team have reached out to the manufacturer ***** to track the status of the shipment for the parts.

  An update will be provided once the manufacturer gets back to us.

  Thank you kindly,

  CAS
  

  Customer response

  23/02/2024

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

  I haven't received the money, nor the part. I understand that the Part has been shipped already (I have the tracking number)

  When I have received BOTH , We can close the case.

  However I got an email that stated it could be up to 2 months and I haven't received any  a concession letter. Please see the email I got when I followed up with CAS.

  Good morning *****, 
  

  Please see below. 
  
  ''As for the compensation; Management will process the request as soon as we receive the get go .  We will send a concession letter to the customer and issue a payment request to our bank as soon as we receive the returned signed letter. Typically a cheque gets sent by mail within 30-60 days to the customers’ address. '' 
  
  Thank you, 
  

  Treshna 

   

  Sincerely,
  

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

  

  Business response

  02/03/2024

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

  Thank you for your response.

  While we understand your concern to receive your refund, please know that CAS does not have much control over when the manufacturer decides to release the concession letter to you. 

  They have a process to follow.

  Thank you,

  CAS
  

   

   

• Initial Complaint

  15/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a fridge from Canadian Appliance Source. I viewed the website and purchased over phone because I didn’t realize they had local retail locations. I was trying to buy a counter depth fridge and thought I had the right model # but just in case I asked the salesperson if I could return it and he said yes, within 30 days. I got home from work to check the product, plugged it in and slid it into its location and realized it was a standard, not a counter depth. I contacted CAS and they told me to fill out a return form. I did so and when I received the response the following day they said it couldn’t be returned because I had plugged it in? ?? Now I am stuck with a $2,200 fridge that doesn’t fit in my kitchen. I think the salesperson should have made me aware of these details when I specifically asked about returns. Another fact he forgot to mention was there is a 25% restocking fee if returned. Fairly substantial amount of money when we are talking about appliances Order #******** ###-###-####

  

  Business response

  16/12/2023

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

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

  We are sorry to learn that your ** Refrigerator does not fit in your cabinet/space.

  As per our records, we can see that your request was declined as the unit was plugged in.

  CAS does not accept returns on appliances which have been plugged in as it voids our return policy which is publicly available on our website.

  In addition to this, our policies are completely in line with the major appliance industry.

  In conclusion, we can see that our After-Sales Team have requested additional information in order to review your request to return the fridge.

  Once the requested information is received, they will be able to better assist you.

  Kind regards,

  CAS

  Customer response

  16/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I have absolutely no idea what they are referring to saying the after sales team is awaiting information from me? I have provided everything that has been asked for so they will have to be more specific.
  Sincerely,
  
  ****** ********

  

  Business response

  21/12/2023

  As discussed, we have approved the exchange for the fridge with a 25% restocking fee and additional delivery fee conditional the item is unused. 

  Customer response

  21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I don’t think this is fair. This purchase was made over the phone ( will never happen again) and when I asked about the return policy all I was told was yes, within 30 days. No conditions mentioned and I was not forwarded the conditions or even a link to them. If I knew what these conditions and restocking fees were, I would never have made the purchase in the first place - maybe that was why the salesperson did not advise me of them? Since I was not made aware of them, I should not be subject to them
  Sincerely,
  
  ****** ********

  

  Business response

  26/12/2023

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

  Thank you for your response.

  Please be advised that our Return Policy is available on our website and can be viewed by all customers. 

  Furthermore, the return policy is also included in your invoice.

  Customers do have the option to refuse an appliance upon delivery if it does not fit.

  The delivery team would have returned the unit to CAS, without you being involved in the After Sales process. 

  Thank you kindly,

  CAS
  

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because when I asked about the return policy (when order was placed over the phone) I was not shown the return policy or given the link to it, I was told I can return it within 30 days - no conditions mentioned, and certainly no mention of a 25% restocking fee. 
  I also was not home at time of delivery or I would have rejected it. My son signed for the delivery and since I assumed it was a counter depth fridge, there was no need to see if it fit
  Sincerely,
  
  ****** ********

  

  Business response

  08/01/2024

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

  Thank you for your response.

  We apologize for any lack of communication on our end.

  However, please be advised that our return policy is publicly available on our website and it is accessible to all customers.

  It is also mentioned in a customer's invoice that CAS will not take back products that are not in the original packaging.

  As per our records, your request to exchange the refrigerator has been voided on December 28th of 2023 following your email.

  Thank you kindly,

  CAS

  Customer response

  10/01/2024

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

  the return policy on the invoice I did not receive until I arrived home from work the day it was received. Even if I had read it then it would have been too late and I still would have been subject to the 25% restocking fee - which is outrageous.

  Also, this purchase was made over the phone. I specifically asked the sales person about the return policy. He did not mention the 25% restocking fee therefore I should not be subject to it. Your salesperson was either ** ****** that he did not know about the 25% restocking fee or he was afraid if he mentioned it he would lose the sale.
  Sincerely,
  
  ****** ********

  

  Business response

  18/01/2024

  Hello ******,

  Thank you for your response.

  We apologize if the return policy was not mentioned or shared with you at the time of purchase.

  This is not a subject that is widely discussed at the time of sale.

  We will be sharing your feedback with our sales management team.

  However, we do believe that customers should also be taking responsibility of making sure that the appliances they order will fit in their designated space.

  If you require any further assistance, do not hesitate to contact our After-Sales team at aftersales@Caslp.ca.

  Thank you kindly,

  CAS

  Customer response

  23/01/2024

  
  Complaint: ********
  
  I just wanted to clarify the details of this transaction. 
  

  An error was made on my part ordering the wrong size fridge. This transaction took place over the phone because I didn’t think you had any local retail outlets.

  You said in your most recent response this return policy information is not shared at the time of sale however, when a customer specifically asks for the details of the return policy (as I did) you should not leave out the fact that there is a 25% restocking fee - this is a rather significant detail when we are talking about appliances that cost thousands of dollars. I was simply told that I could return it within 30 days, therefore I thought to myself if I had made any sort of mistake with the product I could simply return it within 30 days.

  i was also not present at the time of delivery or I could have just refused it then (mind you in guessing the restocking fee still would have applied since it was out if the box).

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

  

  Business response

  27/01/2024

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

  Thank you for your response. 
  

  We would like to clarify that although our Return Policy is not a subject majorly discussed at the time of sale, it is sent out to all customers through their order invoice and delivery confirmation email.

  Thank you kindly,
  

  CAS
  

*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. ↩