Complaints

This profile includes complaints for Trail Appliances Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Trail Appliances Ltd.

  3388 Sweden Way Richmond, BC V6V 0B2

  
• 

  Trail Appliances Ltd.

  2876 Rupert St Vancouver, BC V5M 3T7

  
• 

  Trail Appliances Ltd.

  6750 King George Hwy Surrey, BC V3W 4Z5

  
• 

  Trail Appliances Ltd.

  17395 56 Ave Surrey, BC V3S 2X6

  
• 

  Trail Appliances Ltd.

  29A 820 Cliveden Pl Delta, BC V3M 6C7

  

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:24/11/2023

  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.

  We have purchased a washer/dryer, dishwasher, and most recently a refrigerator from this Trail in North Van. The refrigerator was dropped over and damaged during the delivery. We were assured that a technician would come back to replace the damaged panels. No one called for weeks so I called them. After a few calls, I was told they would schedule the technician. After several more weeks, I received a call that a tech was on his way... I wasn't home or available that day and this was never scheduled with me. I had to call back again to get an appt scheduled. Weeks later a tech shows up and doesn't have the right parts needed. He tells me they will reschedule. Weeks later I had heard nothing so again I spent my time calling and getting this resolved. Finally, we got another appointment for today and I changed my schedule to ensure I am home for the appointment. I just received a call from the tech who informed me that again he doesn't have the right parts. We purchased the refrigerator in early August. It is now Nov 24th and we still have a dented-up refrigerator with no end in sight.
  

  

  Business Response

  Date: 01/12/2023

  Hello,

  We have sent our technician on November 29th and were able to resolve the issue relation to the fridge panels. We are working directly with the customer in regards to some measure/s to compensate for the delay on the matter.

  Thank you,

  Kanan

  Customer Answer

  Date: 03/12/2023

   
  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:20/11/2023

  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.

  I acquired a new refrigerator, model ********** **********, from TRAIL APPLIANCES on August 11, 2023, at a cost of $3098.43. Following installation and use on August 16th, we encountered an exceptionally loud and unbearable noise. In response, we contacted the salesperson, Ms. Peggy ***, on the same day, and she scheduled an after-service inspection for August 23rd. Regrettably, no one arrived on the appointed date. Subsequently, on August 24th, I reached out to Ms. *** again, and she booked another appointment for August 29th. Once more, no one showed up on the scheduled date. Utilizing a mobile app, I measured the refrigerator noise, between 50 to 60 decibels, even reaching 65 decibels. This noise significantly exceeds the standard noise levels for household refrigerators. As a result, we are seeking a return of the refrigerator, and we request that the merchant cover all associated transportation costs.
  

  

  Business Response

  Date: 22/11/2023

  Hello,

  We have tried to call the customer and had to leave a voicemail, we will be emailing them directly today to mutually resolve the matter. We will provide update once we have received reply from the customer.

  Warm regards,

  Kanan

  Customer Answer

  Date: 30/11/2023

  
  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:06/11/2023

  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.

  On April 23, 2023 I bought a ***** dishwasher from Vincent ** of trail appliances, , order number **********, customer number *******. Vincent advised me to buy a ***** junction box with the dishwasher, just in case I needed it for the install, and if I did not need it, I could return it to the North Van store for a refund. I did not need the junction box and returned to to Mehrdad at the North van store on May 9. At that time Mehrdad was confused and that he would need a managers to put the refund through, I emailed Vincent on June 1to let him know about this and that I had not yet received a refund. On the same day Vincent replied that he would follow up with the team. On August 21 I emailed Vincent again and asked where my refund was as I had not seen it and indicated that I would have to go to the BBB in the case of no resolution. No reply received. I emailed Vincent again on October 26 with a final warning that the matter was going to go to the BBB. Vincent replied on Oct 27, apologizing for the delay that he has sent multiple requests and is not sure what the delay is. He asked for two more days to get the matter sorted. It is now Nov 3 and I have not heard back, nor received my refund of $40 plus tax, or $44.80. At this point I am also claiming interest charges for unreasonable delay, and expect to receive at least $50.

  

  Business Response

  Date: 07/11/2023

  We've reviewed the customer's complaint and can see that she has indeed been waiting to be credited for the unused junction box for several months, which is a huge error and oversight on our part.  We will be issuing a credit to her credit card for $60.00 immediately; the credit should be on her credit card account within the next week to 10 days.  We sincerely apologize for the unreasonable delay in resolving this matter.

  Customer Answer

  Date: 07/11/2023

  
  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:10/10/2023

  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 purchased a new fridge from Trail appliances originally from Ellis **** salesman on Rupert St on Sept. 23, 2023., with a delivery date for Sept. 26, 2023. I explain to him I have a ******* fridge to replace and was not sure it was going to fit. *** ***** ***** **** * ** *** **** * ******* *** **** ****** **** ***** He advised me the ********** was made from ********** and had the same specifications. I ordered the ********** fridge through him. After researching on-line the ********** was on clearance for $4000.00, I called the ******* outlet Centre and the salesman Brian **** advise the fridge was new condition and the icemaker box was changed due to a recall and had no damages. Ensured there was nothing wrong with the fridge. I called Ellis back to have the order changed, he was ******* ** ** *** upset that why I am changing the fridge when I ordered the **********. I explain it had a better trim package, he said he will cancel the order and I deal with Brian. When I talked to Brian he was surprised and said he would need to thank Ellis. ********** ***** ***** * Anyways, the fridge got delivered to the house, the fridge did fit the opening but the one side of the french door swings out and hits the drywall. The delivery man says don't worry use the fridge for now and they will exchange it. He asked to sign that the fridge had been delivered which I did. I called that afternoon to speak with the manager since it was Brian's day off. Manage was not in but he will send an email to call me. The following day with no response, called again and spoke with Brian about this situation. He said he wish he owned the company but there is nothing he can do but he will talk to the manager. Still heard nothing, I called the third day, manager not around. Finally, spoke with the manager Paul. Paul claims I signed the delivery with no returns on the fridge and the sale is final. I did not sign Invoice with sold as is and no evidence that i signed off on these terms.
  

  

  Business Response

  Date: 10/10/2023

  We are currently investigating the circumstances of the customer's concerns.  A member of our Sales leadership team will contact him directly to address the matter.

  Customer Answer

  Date: 10/10/2023

  
  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,
  
  *******************

  Customer Answer

  Date: 24/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:I would like to reopen the claim as I have not heard from Trail Appliance sales management to contact me directly as Mark M******** stated.
  
  I am prepare to contact ******************* with ******** *******. The public should be aware of dealing **** **** ***** ******** ********* 
  
  I was ******** 20% of the fridge cost, $800.00, just to have the fridge removed from my house. They have picked up the fridge yesterday, Wednesday Oct. 11th with no refund to my credit card and Im out out of pocket expense of $4,906.14.
   I dont have enough credit on my card to buy another fridge. 
  
  I am now demanding  a full refund of this ordeal. As previously mentioned in the original complaint, I did not sign that I accepted no returns, no exchange on clearance item and as is items at the time of purchase. There was no mention of the terms and conditions of the sale from the salesman ********************
  
  Yes please you have my consent to re-open this claim and forward this message to the company.
  
  Thank you,
  
  *********************;
  
  

  

  Business Response

  Date: 24/10/2023

  The appliance was returned to Trail Appliances as agreed upon on October 12.  The credit was applied to ************** account on October 13, and the refund sent through our credit card processor on October 19.

  Customer Answer

  Date: 25/10/2023

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

  I did not receive the full refund, there is a balance owing of $896.10. I was not informed and aware of signing anything agreeing to pay a 20% restocking charge on clearance or as is item. I expect a full refund.

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

  

  Business Response

  Date: 25/10/2023

  ********** was informed by our sales manager at the time that we agreed to take the fridge back that a 20% restocking fee would apply.  He acknowledges this in is earlier communication, as per the following quote from October 12: 

  "I was ******** 20% of the fridge cost, $800.00, just to have the fridge removed from my house. They have picked up the fridge yesterday, Wednesday Oct. 11th with no refund to my credit card and Im out out of pocket expense of $4,906.14.".

  The restocking fee requirement was clearly communicated to him; had he not agreed to the restocking fee of $800 plus tax ($896), Trail Appliances would not have agreed to accept return of the appliance.

  We consider this matter closed and any future correspondence will receive an identical response.

   

  Customer Answer

  Date: 31/10/2023

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

  On the original purchase agreement I was never informed verbally of no returns on clearance or as is products. I never signed any agreement as outlined on their invoice. I was ******* in buying this fridge from ******************* and his manager stating the ice-box was replaced under manufacturer recall, however, under my dismay when the fridge was delivered screws to the access panel were missing, hanging loose and the fridge was very noisy when running. I would have kept the fridge, however, the right French door swing hinging caused the door not to open. I have video on the condition of this fridge. I contacted ***** and exchanging the fridge for a ********** 4-drawer fridge which he stated he's out of stock and cannot get this fridge. As a consumer, I have been treated very unfairly. Yes, I was ******** the $800 restocking fee just to have the fridge removed from the house for my health and welfare due to the noise the fridge was causing.

  Trail has admitted they would never have picked up the fridge if I didn't agree to pay the 20% restocking fees. This is unacceptable and a full refund is in order and this case is not Closed. As stated earlier, If I don't get the so called restocking charges refunded, I will be contacting ***************** from ******** *******. This business practice is very wrong and the rest of the consumers should be aware ** ***** ****.

   

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

• Initial Complaint

  Date:29/09/2023

  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 spent nearly 5k on appliances here for my kitchen and washer and dryer during a major home renovation. Trail forgot to deliver the dishwasher, and never caught their error. When my renovation team was ready to install the dishwasher, they informed me it was not there. I immediately contacted trail, who had no idea they had not delivered the dishwasher I paid over $700 for. I then told them the dishwasher must be delivered by Friday, as that was the last day my renovation team was available to install it. They did not meet this deadline. I then insisted they install the dishwasher free of charge given that the situation was created by their error. They agreed to cover the installation. I was instructed to pay for the installation and then would receive compensation in the form of a refund to my trail card. When their contracted installation team arrived the following Tuesday, they charged $134 more than the agreed upon price, and refused to install until it was paid. Trail then attempted not to pay this additional amount, but after my ongoing insistence eventually agreed to pay. This refund totalling $309.75 was allegedly processed to my card on August 15 by manager *******. The amount was clearly discussed and agreed upon. Since that time, I made numerous requests for a written receipt of the refund, all of which were and continue to be ignored. On September 23, I received my card statement, showing that the refund processed was only $150.09. I immediately contacted the manager again, who has provided varying ************ ******* for the latest *******. My numerous ongoing requests for a written receipt have continued to be ignored, and as of now, well over a month later, I still await the remaining $159.66 refund that I am owed. I have and can provide a documented email paper trail of all of this in which trail agrees to provide the full reimbursement of $309.75, as well as numerous *************** *** ********** I have ****** them in.
  

  

  Business Response

  Date: 03/10/2023

  We have communicated with ******************** and received the following via email; we consider the matter resolved.

  
  From: ************************* <***************************************>
  Sent: Friday, September 29, 2023 5:00:48 p.m.
  To: *********************** <*********************************>
  Subject: Re: The Refund I am Owed
  
  CAUTION: This email originated from outside of the organization. Please exercise caution and carefully verify the status of this email.
  
  Thanks for the info. I have updated my ****** review to more accurately reflect the situation now that you have explained it adequately. I also removed ********* name, as I said it was never my intent to target any one individual.
  
  I also removed my ** post and am trying to figure out how to withdraw or close the bbb complaint. 
  
  You did a good job explaining the situation and I wish we had connected sooner, in which case this entire situation probably could have been mostly avoided.
  
  Thanks and take care,
  
  **** 
  
  

  Customer Answer

  Date: 03/10/2023

  
  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:01/06/2023

  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.

  I purchased both an ********** Washer and Dryer both top of line with pedestals and installion.on May 3rd 2023...they were delivered the following week. when they arrived the washing machine was missin a latch for door.......the follow week another delivery,the washing Machine was smashed on the bottom and dents on front....the folloing week another arrived(id been going to laundry mat) the washing machine arrived and they sent someone else to level etc. the washing machine pour water all over floor, which caused damaged to our ceiling big time.(our home is for sale can't show it) we live on Okanagan Lake hot time to sell.) the machines had to stay inplace until ********** came to see if indeed the water damage was caused by their machine.( I WANTED THEM OUT OF OUR HOME!) they sent their person whom said full report that yes indeed the damage was caused by their machine,and took full responsability. then i now could have them removed..which Trail Appliances did. we then purchased ****** the ********** machnes are in their warehouse. ive been dealing and getting total runaround by **********.......I want our ceiling repaired period. (i never signed nor accepted any merchandise from them.. i wrote unacceptable not accepting. All we want is our ceiling repaired ASAP they pass the buck now and say they'll get back to and have this resolve (**********)**************. theyve received hundreds of calls and emails with pictures etc. their person also took pictures etc. Thank you *********************** Trail Appliances are the ones i purchased the appliances from....********** ARE SUPPOSE TO MAKE US WHOLE RE: CEILING

  

  Business Response

  Date: 12/06/2023

  As ************** has mentioned, we have taken back the defective machine and replaced both washer and dryer for full credit; she has chosen an ** laundry pair.  As for the damage to her home, we will assist to the best of our ability with expediting the damage claim with **********, the manufacturer of the faulty machine.  We regret the inconvenience and frustration ************** has experienced and we'll do all we can to assist in resolving the matter as soon as possible

  Customer Answer

  Date: 19/06/2023

  As per our conversation this morning 9:30 ish further to our file.  I Had "Onside Restoration June 2,2023( *************************** ************) job number ************, location of loss ****************************************************************************************,  ************ The flooring quote and ceiling quotes are both done., **** SENT THEM ON ALSO... I sent them to Trail Appliances **************Michael the **** showed both my husband and I the waterpump. The screws from the manufacture were missing!!! Hense the water pouring out! ********** accept full resposability.  Trail Appliances took a video sent it on to **********. ********** has all pictures and videos of everything. I am so fed up. All i Want to know is when can the work thats needs to done to make us whole again  May 4 is when this Saga started. The floor was ruined first.and on it goes. Please set up a date for when work can commence. Thank you. ***********************. please just a date and time Im exausted, I should not be having to deal with this..Ive provided all pictures as other have done.  ****************** was my sales man( ive been buying appliances etc from him for over 15 years, after 3 failures from **********. we now have *** For over one month we had no laundry machines period. *********************** ************ im tired of e-mails!!!!!  

  

  Business Response

  Date: 19/06/2023

  We completely understand ****************** frustration with the slow progress in getting the repairs to her home started.  We are escalating with ********** once again in the hope that ************** can at least get an idea when repairs can begin.  We will update her immediately once we have more information from **********.

  Customer Answer

  Date: 14/07/2023

  Today I received a cheque only for the flooring (1,013.46$).. nothing for the ceiling. I have not heard nor received anything regarding the ceiling. The ceiling extremely important. As we worry about black mold and warping. Its a mess. Thank you for your time.  This needs to be attended to. Ive set the attachments from Onside Restoration. Make the cheque payable to them. I just want to be made whole. Its Jyp rock. Our decks are all concrete. That one area is not deck its the  entrance way which connects the rest of the ceiling. Thank you *********************** ************.  Trail appliances needs to address this. Let them deal with ********** NOT MY BUSINESS! They represent **********. Their machine was at fault. Missing all screws in pump. They have a video and all pictures (both companies)
  
  Sent from my iPhone

  

  Business Response

  Date: 14/07/2023

  As has been communicated to ************** on multiple occasions, she must deal directly with the manufacturer, **********, to resolve her water damage claim.  Trail Appliances is responsible for the flooring damage, and we have fulfilled our obligation in that regard by compensating ************** for the repair.  The ceiling damage is the result of a mechanical malfunction of the appliance manufactured by **********.  As we have repeatedly stated, the warranty on the appliance is a contract between the manufacturer and the end user; ********************** is not a party to that contract. We have advocated on behalf of ************** to have the claim initiated but ************** has to date refused to engage with the manufacturer, who is trying to assist her in having the damage repaired.  Again, ************** MUST open communication with ********** to move her claim forward, there is no alternative.  Any further communication on this matter will meet with a similar or identical response from Trail Appliances.  We have assisted to the best of our ability.  At this time, we consider this matter closed and will no longer engage in discussion related to it.

• Initial Complaint

  Date:21/04/2023

  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.

  Date of Transactoin: April 8th, 2023 Amount of money paid: $1500 plus tax, $50 delivery fee Business committed to provide: brand new ******* ******* 3 door fridge, delivered to my home, and removal of existing old fridge Nature of dispute: Two complaints 1). The delivery team damaged my property while removing the old fridge. Kitchen entrance has 2 chunks of wood knocked out. Front entrance door has multiple paint chips, dents, and a 30cm long vertical piece of wood cracked off of the door. Damage was documented by photos and reported to the Trail customer service team immediately after delivery. The customer department and delivery team are refusing to acknowledge and take responsibility for the property damage. We spoke to our contractor who says the cost to repair the door and entry way would roughly be $300. Trail offered to pay only $175, insisting it is my fault for not telling the delivery team right away about the damages, even though I called customer service to report it right away because the delivery team rushed off before I noticed. 2). The new fridge has a warped door panel on upper right, which sticks out by 2cm. We are still waiting for Trail to replace it. Account number: ******* Order # **********

  Customer Answer

  Date: 26/04/2023

  The only thing I wanted to report them about was the property damage. 

  

  Business Response

  Date: 26/04/2023

  We have agreed to the customer's request for $300 compensation and are awaiting a signed release form prior to sending payment.  We are also in the process of replacing the damaged fridge panel and hope to have this taken care of as soon as possible.

  Customer Answer

  Date: 26/04/2023

  
  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:09/01/2023

  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.

  Respected Mam / Sir, I am **** *****, and I am facing water damage in my Condo caused by a home appliances company named Trail Appliances Ltd while trying to install a new washing machine in my Condo and they are not responding properly. Background: * **** ***** **** ** **** *** ***** **** ** *** ***** ******* **** **** **** ***** ******* ******** ** *** ***  I bought ** Wash Tower (Washing machine + Dryer) from Trail Appliances (Receipt attached to the email) on Nov 28, 2022, located at 2876 Rupert Street, Vancouver, BC V5M 3T7 Order N* ********** ******** *** ******* The appliance got delivered on Dec 7th, 2022. The delivery person uninstall my old washing machine but he did not do the installation of the new washing machine on that day citing that he did not bring the new hose which comes along with the washing machine. He said he would come tomorrow to do the installation. But he took away my old machine along with him and he put the new washing machine in the same slot as the old washing machine. When I got up the next day Dec 8th, 2022, I noticed that the Vinyl flooring in the living area was bloated up and when I was walking on them, I could notice the water coming out. I tried to figure out where the water was coming from. I moved the ** washing machine and noticed that the water was dripping from the hose connected to the water tap. So, I closed the water tap completely which stopped the water from dripping. The delivery person did not close the water tap completely and hence the water was dripping from the hose. I immediately called Trail Appliances Ltd customer care and they said before opening the claims with the delivery, they will need to make a site visit and get a report. And based on the report, they will make the decision. The supervisor visited my Condo on Dec 9th, 2022, and after his thorough investigation he confirmed to me verbally that it was caused due to delivery person's negligence. He said, he will send a report to his Boss, and they will take care of fixing the damages. He also installed my new washing machine as well as he brought the hose. When asked for an update, On Dec 15th, 2022, I got an email stating that they are trying to find the best possible route to have this resolved as it involves a third party delivery company and insurance, and Mike M****** is handling my case and he is in conversation with the Delivery company that delivered appliances and is involved with the leak. From then onwards, I have been trying to get an update from Trail appliances Ltd about the issue but so far, no proper response. It’s very frustrating. I have 4-year-old twins who are constantly tripping over the bulged Vinyl flooring as they are unable to walk on the uneven flooring. This has become a huge safety issue for my family. Also, the loud squeaky noise when someone walks on the flooring is disturbing my family’s sleep and kids are getting up from their nap. I want Trail Appliances Ltd to fix the damage.

  

  Business Response

  Date: 10/01/2023

  The customer has been advised multiple times to open a claim with his insurer, and he has to date refused to do that.  At this time we will engage with our 3rd party delivery partner to contact *** ***** directly to resolve this matter.

  Customer Answer

  Date: 16/01/2023

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

  Its been more than 4 weeks now since the Trail appliances did the home inspection for the leak and they were very reluctant before to contact their 3rd party who did the damages. 
  Now, Trail appliances in their response saying they will contact their 3rd party for the issue resolution. Not sure, how far I can trust Trail appliance as they clearly tried 
  to avoid taking their responsibilities. 
  
  I will raise another complain with BBB If I am not getting any emails/calls within a week from Trail appliances/3rd party. I want the damages caused by them to be fully fixed.

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

  Customer Answer

  Date: 25/01/2023

  I have not heard back from Trail appliances. They normally keep back and forth on their promises. 
  The issue happened on Dec 7th, and it's been more than a month now. I am afraid that if the issue is not resolved, soon Mould might form in my flooring, and this is a huge health issue for my family. I have 3 little kids and they are constantly tripping over the bumped flooring. 
  
  This is below email from Trail appliances where on Dec 8th, they said they will open a claim with the delivery company, and it's been more than a month now without any response. This email is before I registered a complaint against Trail appliances in BBB. But, even in their response to the complaint, Trail appliances said they will contact me through the 3rd party. But till now no emails/calls.  It's frustrating and it is also a safety issue for my family. 
  
  

  

  Business Response

  Date: 30/01/2023

  **************** has been advised multiple times to open a claim with his insurer.  The attached letter indicates he has done so, therefore this matter has been referred to our insurer and they are now handling this claim.  ******************** insurer will coordinate the repair of any damage to his home, and will seek to recover costs from the party deemed liable.

  Customer Answer

  Date: 01/02/2023

  
  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:04/01/2023

  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 an appliance package and bulk of cost was spent on a ********** gas range, which from day 1 was defective, installation issues with door and bottom grill, safety mechanism not locking on one of the dials and was leaking gas!! We turned off the unit and requested unit be replaced as it had 3 defects and could never be restored to factory level quality settings. We called our sales rep and lodged multiple service request tickets which were ignored and required me to follow up multiple times. The answer was always same we can't exchange the unit even though we never used it. The service guy came 3 times, and last service call he spent couple hours and was nervous himself saying he's never seen defects like this and there's no way this unit should have been shipped to customers! I've left over 10-15 voicemails and multiple email requests over 20+ no one gets back to me. This unquestionably has been the worst customer service I've ever received and I regret spending 8K+ just on this range and giving my business to Trail. As of today we are stuck with this range given only 3 months and are still requesting an exchange. This range puts my families safety at risk and Trail should exchange it at no cost and most importantly demonstrate they take care of their customers!

  

  Business Response

  Date: 12/01/2023

  Appliance warranty is for repair, not exchange, unless appliance is deemed unrepairable by the manufacturer.  We did perform service on this range as an authorized servicer, but our records show that service was complete.  We will reach out to the customer to schedule service once again to resolve the issue.

  Customer Answer

  Date: 13/01/2023

  
  Complaint: ********
  
  I am rejecting this response because the appliance had numerous issues and was unusable for 2 months. My wife has no confidence in this appliance especially after 3 defects reported. We spent 8k+ on this appliance. I reached out to customer service numerous times and there were weeks we never received a response. The sales managers called us back eventually saying they will do something about it but again weeks gone by and nothing.

   

  there should be some level of compensation for all the run around we got from trail and lack of response and customer service. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 13/01/2023

  As stated previously:  Appliance warranty is for repair, not exchange, unless appliance is deemed unrepairable by the manufacturer.  We did perform service on this range as an authorized servicer, but our records show that service was complete.  We will reach out to the customer to schedule service once again to resolve the issue.  We understand his frustration and will work with him towards a resolution.

  

  Business Response

  Date: 17/01/2023

  Our records indicate that the customer's appliance has now been repaired.  To offer additional assurance, and as a goodwill gesture, we have added a 2 year extended warranty to the appliance at our cost, and the customer has indicated they are satisfied with this outcome.  We consider this matter closed.

  Customer Answer

  Date: 17/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  To recap: The main issue all along was the appliance I spent $9k on had many defects and my wish was for Trail to replace the appliance. We also didn't use the appliance due to defects for 3 months. Since there's no other option and they cover risk of future defects through extended warranty, we are satisfied and thank you to BBB providing a voice for customers. It took me 3 months+ going back and forth and they never offered resolution, it took me one time to complain about them and then they took action. Customer's should not have to resort to such lengths and endure what we did. My hope is Trail looks at their practices and changes to better handle situations like this pro-actively. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/01/2023

  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.

  I bought a fridge from Trail Appliances at 2876 Rupert street, Vancouver on 29 July but did not have it delivered until October because I was doing major renovations and didn't want it damaged. When it was delivered, I did a cursory inspection and it appeared to be ok. I plugged it in to make sure it worked, which it did. I then unplugged it since I don’t live there and it wouldn't be in use for a few months, until the house sold and new owners took possession. I was so busy dealing with various contractors including a dispute with a tiler who had done a terrible job and was refusing to fix it, that it was almost 3 weeks later I noticed the plastic interior was deformed on the bottom, as if the plastic had been melted at some point. I contacted Trail Appliances on Dec 16th and was told someone would contact me within a couple of days. 2 weeks later I hadn’t heard from them so called them to see what was happening. I was told they were still waiting to hear back from *******. I called ******* myself and was told they hadn’t heard anything from Trail. I described the problem to ******* and sent a couple of pictures and the agent agreed the fridge was "DOA" and should be replaced under warranty. The transaction number for this conversation is **********. I asked them to contact Trail Appliances to approve the replacement but was told they couldn’t and would have to wait for Trail to contact them. I then called Trail again and asked them to contact ******* about this. The next day I contacted Trail yet again to see what was happening and was told ******* would not authorize a replacement because it was “only cosmetic damage” even though the ******* agent had already agreed with me the fridge was defective and should be replaced under warranty. Both Trail and ******* are now refusing to do anything because I did not report it within 7 days of delivery, despite it having a 1 year warranty against manufacturers defects. The warranty info on the website and my conversation with the salesperson when I asked about it at the time of purchase made no mention of this 7 day period. This requirement was only mentioned to me when I tried to make a warranty claim, and long after they had my money. *******’s quality control should have noticed this defect and it should not have been sold in the first place. I paid Trail $2068.64 (I also bought a dishwasher at the same time which is why the total on the bill is $2964.62) including taxes and delivery so consider them ultimately responsible for correcting this problem, however they insist they cannot do this without *******'s approval, which they already gave but then withdrew. Trail has offered me $200 as compensation but I am renovating to sell the property so am not interested in a partial discount, especially as they currently have a clearance sale on this item and are selling it for $200 less than I paid for mine. I am only interested in an exchange for one free of defects or a full refund including taxes and delivery fees etc. totaling $2068.64. I would prefer the exchange to the refund because I had kitchen cabinets custom made to accommodate this model, which is why I bought it so early. I would have a difficult time finding a different model that fits the space so perfectly. Your help in resolving this matter is greatly appreciated.

  

  Business Response

  Date: 04/01/2023

  We have contacted the customer and agreed to exchange the appliance.  We ask that the customer acknowledge that the issue is resolved.

  Customer Answer

  Date: 11/01/2023

  
  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,
  
  **** **********