ComplaintsforAppliance Canada

• Initial Complaint

  16/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought from Appliance Canada a ****** freezer that arrive in non-working condition. Even though the appliance should has been replace, they refuse to replace and instead send their service partner ***** ********* to make an assessment and repair the unit even though we didn't agree with this approach since the unit was a "brand new" unit. Since it was taking a long time we accept to repair the unit. The technician came and did the assessment stating that the display needs to be replaced. Finally they came on November 9th, 2023 and repair the unit, however, the technician while pulling out the display of the unit, damage the display ** *** *** *** ** *** ********. The technician actually took photos of the display the same day and I took photos and a video the same day where you can validate the clear damage that was cause by the tool he used. Today we receive a call from ***** ********* where they notified us that the Manufacturer refuse to send a new part because it was a "cosmetic" issue, however, ***** ********* don't want to assume the responsibility that they damage the display and don't want to replace the part.

  Business response

  16/11/2023

  Thank you for your note, we have sent this to our customer service manager to review and will call you shortly to look at next steps.  Have a nice day

  Customer response

  27/11/2023

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

  I received a call from the business 10 days ago and I haven't receive a follow up or answer from them. If there is anything else that I should do, please let me know.
  
  Sincerely,
  
  **** ***** **********

  Business response

  11/12/2023

  Good morning, we are happy to fix this issue for you.  The supplier ******** and our CS team have been trying to get a hold of you via phone and email so we can put next steps in motion.  If you can kindly respond to them and we will get this resolved for you.  Many thanks 

• Initial Complaint

  27/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Sir/Madam, I purchased ********* ******** appliance from Appliance Canada, 8701 Jane St, Unit 1, Vaughan, ON, *** **** ************ and paid in full for it before delivery. The appliance consists of 2 units bundled together: the oven and the microwave. They both were delivered on Mar 29-2023. However, the microwave was not functional, because its front was completely broken. During the past month I submitted multiple email and phone message requests for unit replacement or repair to Mr. ****** ******* and his manager Mr. Peter Cameron from post-sales customer service support ( copies of emails can be provided), but did not receive any written response from them about dates of repair. My request to provide the contacts of higher manager in Appliance Canada was ignored. I contacted Thermador Canada and was told that they were not scheduling the repair, because they need a receipt for microwave purchase. However, as can be seen from the attached receipt, I was not provided a separate purchase receipt by Appliance Canada. Instead they provided a receipt for the entire column (oven + microwave). So I am going on the loop between Appliance Canada and Thermador. None of them is willing to help. Appliance Canada do not take responsibility, do not stand behind the products they sell and do not care about customer satisfaction. I am asking you to resolve this problem, because I am not able to use what I paid for. Sincerely Yours, **** ********** ************

  Business response

  27/04/2023

  Good afternoon, I sincerely apologize for this issue and we will attempt to get you looked after quickly.  Allow me to pull your information and we will have someone call you shortly to discuss next steps.

  Have a great day, and thank you
  

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because the appliance is not fixed and I still cannot use it.

  I have been waiting for over the month and got nothing except promises of fast problem resolution.
  
  Sincerely,
  
  **** **********

  Business response

  15/05/2023

  Good afternoon, this has been repaired and has been resolved.  thank you

  Customer response

  15/05/2023

  
  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

  13/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On Oct 29, 2021, I purchased a new ******** fridge from Appliance Canada at **** *********** at a cost of $19,000. They scheduled disconnection & removal of my existing ******** fridge, which was in good working condition, for Nov 11. Delivery & installation of the new fridge was scheduled for the next day (Nov 12). Upon completion of the installation we noticed that one door of the fridge was defective, the white interior of the fridge had yellowish discoloration in some areas, & the stainless steel doors were covered in sticky glue residue. The serial tag also indicated that the fridge was a 2016 model. I immediately contacted the salesperson ******* Manny ******** & brought these issues to his attention. ******************************** & said he would take the fridge back. ****************************** he sent me an old model fridge which he failed to disclose. The next day he informed me that it would take 6-8 months to get a new model fridge. I expressed my frustration & displeasure with the situation & said I wanted my ******** fridge brought back in the meantime. He told me my fridge had been disposed of & instead sent me a loaner which was all dented & did not fit in the allocated area in my kitchen. I then had discussions with the General Sales Manager Asad **** & Store Manager Shane ******** They both acknowledged the wrongdoing of their salesperson & offered to help. I asked them both for a ******** loaner since it is the only built-in fridge that fits in my kitchen & because my fridge was ************* disposed of before making sure the new fridge was acceptable. They refused saying "they don't loan out ******** fridges because it would be too much work for them." Instead, they exchanged the loaner with a much smaller one which is also dented & does not meet my ************** needs. *************************************************************************************************************************************************************************

• Initial Complaint

  02/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a microwave from Appliance Canada with three years extended warranty from the Appliance Canada. We first start having problems with the microwave last February. Contacted Appliance Canada, was told that the warranty is handled by a third party warranty provider. We contacted the warranty provider, and was told they have no record of our warranty. Was asked to send all invoices and a copy of the warranty, which we did. Send several e-mails and messages after and got no respond. I have since contacted Appliance Canada, who said no problem we will handle it. Two separate service appointment was made ,******************** and one showed up. Again contacted customer service leave several messages and got no response. Finally called the store manger, who responded after two weeks and said they have tried to contact me. No one from Appliance Canada has made any attempt to contact us. It's almost a year and we are still without a microwave. I have spent several hours on the phone, and emails trying to resolve this matter. ********************************* lack of customer service I have receive from Appliance Canada. ******************************************************************************************** Seeking a replacement microwave total cost I paid for this Microwave is $745.80 Regards ****

• Initial Complaint

  05/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have bought and appliance along with 5 years warrantee and paid by **** on the phone The salesperson did not send me a receipt as promised. The appliance got delivered and I was assured by the delivery person that an invoice will be attached. No invoice was attached. I have contacted Appliance Canada, no one answered the phone. I left many messages and no one ever called. I left a message with the salesman and an email was sent too but never received any paperwork. I have bought a five years extended warrantee and I don't have any paperwork Can you please help me get the invoice and the warrantee paperwork so I can have the appliance serviced if there is a problem

  Business response

  12/04/2022

  Business Response /* (1000, 5, 2021/11/08) */ Good afternoon, we apologize for this. We will look into why no one responded. In the meantime I have found your warranty and will email it to you. thank you

*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. ↩