Complaints

This profile includes complaints for Canadian Appliance Source's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canadian Appliance Source

  2425 Matheson Blvd E Mississauga, ON L4W 5K4

  
• 

  Canadian Appliance Source

  3 - 8261 Woodbine Ave Markham, ON L3R 8Z5

  
• 

  Canadian Appliance Source

  3 - 20 Lebovic Ave Scarborough, ON M1L 4V9

  
• 

  Canadian Appliance Source

  2401D Millstream Rd Victoria, BC V9B 3R5

• 

  Canadian Appliance Source Ottawa/Nepean

  1547 Merivale Road Emerald Plaza Ottawa, ON K2G 3J4

  

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:04/04/2025

  Type:Sales and Advertising 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 was given an invoice for payment for a dishwasher. I explained to the sales person Rebecca in the Markham location, I was short staff at work and wanted to pay by using my ******* credit card and was told I had to go into the closest store. I went into the North York store in Duflaw and dealt with someone who claims they were the Manager and would not honour the rebated that Rebecca offered me in writing because it was only good for one day. I called Rebecca and told her she never informed me of this, otherwise I would have tried to make arrangements to go into the store to take advantage of the rebate. She apologized and said "I will call you when there is another rebate", sorry and hung up. I am without a dishwasher, not that big of a deal and the rebate was only minimal, but it's the principal and lack of professionalism. I also got an email from someone (********), stating that they will honour the price and refund my **** and my dishwasher is being delivered today. I never gave a credit card, nor did I set up delivery as I have not even paid for the dishwasher.

  Customer Answer

  Date: 07/04/2025

  Hello, As per my original email, I have  NOT purchased a dishwasher. I was given a quote and went to the Dufflaw store to complete my purchase and denied the rebate hence my complaint to the BBB. Thank you

  

  Business Response

  Date: 08/04/2025

  Dear *****,
  Thank you for taking the time to share your feedback. We truly regret the confusion and frustration caused by the handling of your order and the communication breakdown between our team members.
  After reviewing your file, we’ve identified that the order number you were originally provided was linked to a quote that was created on March 18. When that quote expired on March 23, a new one (Order #********) was generated to reflect your ongoing interest. Unfortunately, due to an internal error, the original quote was mistakenly reactivated by a sales associate for a different customer, which caused the mix-up when you referenced it. That order was linked to someone else’s paid invoice and delivery booking (********)
  We understand how this could have been confusing and sincerely apologize for the lack of clarity and professionalism you experienced throughout this process. We’ve since addressed the matter internally, and the individuals involved have been coached to validate customer identities and avoid modifying quotes inappropriately moving forward.
  We are pleased to confirm that a Regional Sales Manager personally reviewed your case and, as of April 7, has agreed to honor the pricing originally discussed with you. We are currently awaiting payment to activate your order and schedule delivery. To note your correct Order number is ********
  We value your patience and understanding, and we hope to move forward in a way that restores your confidence in our service. If you have any further questions or require assistance completing your purchase, please don’t hesitate to contact us directly.
  Sincerely,

  Customer Answer

  Date: 08/04/2025

  
  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:22/03/2025

  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 bought a washer and dryer from Canadian appliance source store in Coquitlam BC on March 12 2025. I paid 2800 ish dollars. My machines were delivered March 15 2025. The dryer I received is defective. I let the store know as soon as possible, within 24 hrs of receiving the defective dryer. They passed me over to after sales service I filled out the required information about the problem with requested pictures and video. I talked to the sales person again and she made a note. They sent a team to check the installation which was done by the delivery team hired by the store and they confirmed the machine is defective. I was told a new dryer was going to be delivered March 22. They showed up with no replacement and said they were just here for a service call. I am getting nothing but the runaround told to fill out the same information as before and resubmit it.

  

  Business Response

  Date: 26/03/2025

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

  Thank you for contacting us with your concerns regarding your ********** dryer. We regret to learn of the difficulties you are experiencing.
  
  Our after-sales team contacted you by phone on March 18 to advise you that we would dispatch a team to inspect the dryer's installation on March 19. A subsequent service call was scheduled for March 22. Following the visit, our team reported that the installation was properly configured.
  
  To proceed, our next step involves diagnosing the dryer itself. Consequently, a service call has been initiated with the manufacturer, ******* APPLIANCE. The dispatch number is **********, and the service provider's phone number is **********.

  Kind regards,

  CAS 
  

  Customer Answer

  Date: 28/03/2025

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

  Canadian appliance source, contacted the manufacturer of the machine. They sent out a repair tech who said that the machine was damaged either at the warehouse or upon delivery that the side was slightly dented, and that he can’t repair it without having authorization by ********** or if I wanted to pay for it myself out of pocket. Canadian appliance source were the ones who arranged delivery and installation. There is no visible signs that I can see of damage until the Repair tech came and ran his hand down the side and he could tell that it was slightly dented or warped. I told Canadian appliance immediately on the first use of the machine That it was defective. They refused even now after I told them that it was a delivery or warehouse problem that dented the machine they still refuse to deal with it and say I have to go to the manufacturer who had nothing to do with the sale or installation of the machine, and I doubt that they will pay to have it repaired. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/04/2025

  Dear ****** *****,
  
  Thank you for your prompt response. To clarify the situation, please note that the repair technician was dispatched by the manufacturer, as the appliance is currently covered under warranty.
  
  Furthermore, we wish to emphasize that on March 15th, during the delivery and installation process, there was no evidence or notification of any damage to the unit.
  
  Your case has been escalated and is now under review by the manufacturer.
  
  Sincerely, 

  CAS
  

• Initial Complaint

  Date:05/03/2025

  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.

  On August 21, 2024, I purchased a Samsung dryer from CAS for $845 plus HST along with several other appliances. This was an open-box item, but the sales associate, Mr. **** ******, assured me that the open box item had not been previously used and was in working condition, as are all appliances sold in store. The dryer was delivered on August 29, 2024, and due to our moving situation, we did not test the dryer until a few weeks later, when we moved into the home, at which point it was found to be malfunctioning. Specifically, it produced a loud grinding noise when turned on. I had an independent service technician assess the dryer in late September, and it was determined that the sides of the dryer were rubbing against the drum, causing friction. I was also advised by the technician not to use the dryer, as it posed a fire hazard. Please see the "Technician Invoice" supporting document. I immediately contacted Mr. ****** via email to explain the issue, and even visited him in store to speak to him and his manager but I was redirected to the After Sales Team for a resolution. Despite numerous attempts to resolve the issue with the After Sales Team, including several emails explaining that this was a case of false representation under the Ontario Consumer Protection Act (Part 3, Section 14; please see supporting document), I was repeatedly referred to Samsung, the manufacturer, under the assumption that this was a warranty issue. I clarified multiple times that this was not a warranty matter, but a case of misrepresentation, and I am therefore I am canceling the agreement of sale on the basis of misrepresentation by the CAS sales associate. The After Sales Team refused to acknowledge this and the discussion became cyclical. Please see "Sales Associate Emails" supporting document for further details. Now, I am turning to the Better Business Bureau for assistance with this matter. I would simply like to return the dryer for a refund.

  

  Business Response

  Date: 12/03/2025

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

  Thank you for contacting us and sharing your feedback. We apologize for the issues you've experienced with your floor model Samsung dryer.
  
  As a reminder, at the time of purchase, the dryer did not show any physical damage. CAS requires that all customers inspect floor model appliances before purchase. These appliances also come with a one-year manufacturer's warranty to address any functional problems.
  
  Our After Sales team recommended sending a Samsung technician to diagnose the unit as a first step. Unfortunately, this was declined. We also requested the technician's report in September 2024, which we received on March 8, 2025.
  
  A resolution case manager contacted you on March 12th and approved a return of the dryer. Pickup is scheduled for Saturday, March 15th.
  

  Sincerely,

  CAS
  

• Initial Complaint

  Date:13/02/2025

  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 a fridge Jan 15th 2024, it was delivered Jan 17th 2024. The fridge broke down and has been unusable since it broke down over night on Feb 6th. I lost all my food between $400-$500 and my child's medication worth $1990. The store has refused to return or replace the fridge. I have been without a fridge or support since then. The situation has caused my substantial stress.

  

  Business Response

  Date: 20/02/2025

  Dear ***** *********
  
  Thank you for contacting Canadian Appliance Source.
  
  We understand your concerns regarding the issues you've experienced with your appliance. As a retailer, Canadian Appliance Source does not manufacture the appliances we sell. In this instance, the manufacturer, LG, holds the warranty and is responsible for addressing any functional issues.
  
  Our records indicate that a Resolution Case Manager reached out to you on February 13, 2025, and escalated your file with LG. As a result, a replacement has been approved.
  
  Sincerely,

  CAS
  

  Customer Answer

  Date: 24/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: I bought a brand new fridge, I did not pay for a refurbished fridge, I paid for and deserve a brand new fridge. I did not receive the box with the fridge, you have rejected my return because it is not in the box, your company therefore voided any possibility to return the item making this your problem. I have lost thousands of dollars because your company refused to return my fridge weeks ago when it broke down, you could have replaced this fridge the day it broke down saving me from financial and emotional ruin. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 27/02/2025

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

  Thank you for getting back to us. We understand your concerns. However, please note that any functional issues with an appliance are covered under the manufacturer's warranty.
  
  We can confirm that your refrigerator was delivered on January 17th, and our After-Sales Team received an email on February 7th, 2025, regarding your concerns about the LG fridge.
  
  Following your complaint, we escalated your case, and LG has agreed to replace the refrigerator under warranty.
  
  Thank you for your patience.

  CAS

  Customer Answer

  Date: 28/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: I did not pay for a refurbished fridge. I did not get a discount that a person would in getting a previously repaired fridge, I paid full price for a new working fridge. I have not had a fridge in over three weeks, your multimillion dollar company could have fixed this same day, you made a choice not to help me. Your choices in making me live without a fridge to store my child's medications are *********. Your store should be held accountable for the merchandise it sells. I have no fridge. I paid for a brand new fridge. 

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

  

  Business Response

  Date: 06/03/2025

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

  Thank you for your response. We understand your concerns, but we'd like to assure you that we do not sell refurbished appliances.
  
  We cannot determine if an appliance will be defective in advance. That's why all our products come with a minimum one-year manufacturer's warranty, so the manufacturer can address any issues that may arise.
  
  LG has informed us that their delivery company will contact you regarding the replacement fridge.

  Kind regards,

  CAS
  

  
  

  Customer Answer

  Date: 09/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: If you expect a consumer to accept a device that has been repaired days after deliver, that is a refurbished item, it is no longer original nor is it working. I do not accept that after paying your store full price, I expect a working device that. As I stated to your employees I am not satisfied with LG and want a different brand, LG is not dependable for my childs $2000.00 medication after their appliance lasted days, as well as loosing hundreds in food. I need to exchange this product for a different, more reliable brand. LG has stated many times they do not have the capacity to replace a fridge in an appropriate time frame, your company had the capacity to solve this issue same day. LG may be the manufacturer, but ethically your multimillion dollar chain was the only responsible party that had the capacity to fix this in a timely manner, my children and I are currently without a fridge and this situation has caused much undue stress and health problems. I have lost hundreds to thousands of dollars in the last month due to this issue, your employees made choices to leave me without a working appliance everyday. I really hope when you make a decision that you make one you would want someone to make if you were in my position, because one day you may need help and people may chose to act like you're acting now. * **** ****** *** ******* ******* **** **** ** ***** **** **** ******* I cannot support my family in this manner, I cannot cope with this stress, and if it's the last thing I do I will make sure the world knows what you have chosen to make me endure. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 13/03/2025

  Hello *****,

  We understand your concerns regarding the replacement of your fridge. As a reminder, LG has approved a warranty replacement with the same model.
  
  LG's Logistics Team had scheduled delivery of the new fridge for March 5, 2025. However, this delivery was canceled due to your request for a Saturday delivery, which their Logistics team is unable to accommodate. LG is now awaiting your confirmation to reschedule the delivery.
  
  Please contact LG directly to arrange a suitable delivery date.

  Thank you,

  CAS
  

  
  

  Customer Answer

  Date: 20/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: As I have stated I no longer can rely on an LG fridge, this model has cost me thousands of dollars. I also should not have to miss work and lose money to accommodate for something that's not my fault, I should have had a fridge day one the other fridge broke down almost 2 months ago. Your multimillion dollar corporation could have and responsibly should have replaced the defective fridge the day it broke down. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:27/01/2025

  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.

  CAS and ******* have left us with a beautiful brand new lemon. Dual fuel **** range ********* installed Jan 3. ******* recommends running an empty oven cycle. Immediately it was apparent that something was wrong with the oven: - Overheating (ie. set to 300, app and knob reach 400+ degrees.) OR Doesn't reach more than 375 degrees after 2 hours - Fan cycles on and off every 30 seconds (non-convect) - Generates F10E (control board/overheating) error, blinks amber - Generates a series of 4 beeps during pre-heat - Burning plastic smell persists after 12+ hours of use - Won't stay connected to app - Scratches on door from packaging I was annoyed but not concerned, because CAS offers a 48 hour discovery period to identify defects, we were well within that time frame. I contacted after sales support. Their first response was that it was out of their control, and sent me the 1 800 number for *******'s warranty department. This is on the first day we owned the oven. Push back from me resulted in CAS offering $250 for the scratches (we declined), or to wait 5-6 months for a new door. They booked a tech, but he was unable to work on the range because it was dual fuel. They have been unable to book a second tech. I've called ******* directly to troubleshoot, they said the oven is faulty and needs service. Now we've waited four weeks for attention. During this time we have limited use of our brand new **** oven. This is on top of waiting 5 weeks to have the range delivered, even though the CAS website advertised it as being available within 2-4 days in our area. I've spoken with an independent appliance tech and he thinks we have an overheating oven, potentially frying other components, which will present as additional problems in months or years. I paid $11,000+ for a new range, not a refurbished one, but they refuse to replace the ******* **** 36" range ********* that was DOA. I trusted that ******* stood for quality. Under CAS that is not the case.

  

  Business Response

  Date: 30/01/2025

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

  Thank you for reaching out to us to share your concerns.We are sincerely sorry to learn about the issues you are experiencing with your appliance.

  It is our goal to deliver damage free product every time, appliances are not unboxed until the team arrives at the delivery location. Should minor damage to the appliances be discovered when the item is unboxed or after the team leaves, you have 48 hours in which to seek compensation or repair.

  CAS does not manufacture any of the appliances we sell and that all functional issues would be the responsibility of the manufacturer as they hold the warranty.

  We can see that you are in contact with our After-Sales Team regarding this situation. Your file has been escalated with the Upper Management at *********
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 31/01/2025

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

  1) The damage was reported within 24 hours. $250  and/or repairs that take months is not acceptable compensation.

  2) Warranty work by definition means repairs to something that has failed. The range was broken before delivery,  thus it is unreasonable to treat it as warranty work. This would then be a refurbished unit, sold at a much lower price. So, I would expect a significant compensation in addition to the repairs. Regardless I do not want a refurbished unit, I purchased new and expect new.

  

  Business Response

  Date: 06/02/2025

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

  Thank you for sharing your response with us.

  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.

  Our After-Sales Team have been in contact with you and the manufacturer since the issue was reported to us to ensure all concerns are addressed accordingly.
  

  Thank you kindly,

  CAS
  

  
  

  Customer Answer

  Date: 13/02/2025

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

  CAS advertises that a customer has 48 hours in which to report a defect, because it is possible that the unit is not in working order. If it ships from the company that 48 hour period would allow for problems to be identified. It is intentionally misleading to advertise that 48 hour identification period for a ******* **** ********* and then instead say it must be covered under warranty.

  As noted already, if the oven has overheated and generated this error repeatedly, there may be compounded problems that are apparent after the warranty expires.

  An appliance delivered DOA is not something that should be passed off as a warranty item.

  

  Business Response

  Date: 20/02/2025

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

  Thank you for sharing your response with us. We understand your concerns and would like to clarify a few points regarding our return policy.

  To ensure the most effective resolution, we kindly request that customers report any appliance issues within 48 hours of delivery.
  
  Given that your GAS range is experiencing a functional issue, a certified ******** technician will need to inspect the unit to determine the appropriate next steps. Here are some points indicated in our return policy:
  

  *All products have a minimum of one year manufacturer's warranty (some exceptions may apply). 
  *All product defects or recalls are subject to manufacturer’s warranty
  *All defects will be inspected by a factory technician prior to Returns Authorization to assess the issue

  Thank you kindly,

  CAS
  

  
  

  Customer Answer

  Date: 26/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There is nowhere in my agreement with CAS that indicates a DOA appliance is subject to warranty. CAS advertises in their purchase terms and with the sales people that any damage or defects are to be reported within 48 hours of receipt. What would be the point of that 48 hour window if it’s repaired under warranty for a year? That proves that CAS is advertising ********** assurances to make the sale. 
  

  I am still waiting for a gas certified technician to visit, 8 weeks later. The person CAS told me they arranged has not been available because Halifax is considered “remote”. I will have to make arrangements for my own technician. The warranty offered has not been delivered. 

  Additionally, steam is now escaping from the oven door, and one of the burners will not ignite. 

  

  Business Response

  Date: 01/03/2025

  Dear **** *********, 

  Thank you for your response. We apologize for the ongoing issues you are experiencing with your ******** range.
  
  For your reference, we advise customers to report any issues, including cosmetic damage, within 48 hours of delivery. As our vendors have varying policies for damage discovered after delivery, please contact us within this 48-hour window, as outlined in our return/exchange policy.
  
  Any functionality-related issues are covered under the manufacturer's warranty. We understand you were advised to locate a certified technician in your area.
  
  Should you require assistance escalating this matter with the manufacturer, please reach out to our After-Sales team at **********@*****.ca
  

  Thank you kindly,

  CAS
  

  
  

  Customer Answer

  Date: 14/03/2025

  
  Complaint: ********
  
  I am rejecting this response because it does not explain the difference between a 48 hour window covering defects and long term warranty repair. And the details of this policy are not on the website at time of writing this complaint. 

  Additionally, it has now been 10 weeks without an oven and I have spent hours trying to find a technician myself. CAS offers to escalate it, that just means they email me Jenn Air’s phone number. No one has helped and the 36” ******* **** range sits here, not working. 

  

  Business Response

  Date: 19/03/2025

  Good afternoon,

  Our After-Sales Team contacted ******** on March 19th, 2025, to follow up on your case. We learned that the ******** Executive assigned to your case contacted you on February 27th and left a voicemail.
  
  To facilitate further discussion on this matter, it is important that you return their call at your earliest convenience, and please provide reference number #**********.
  
  Sincerely,

  CAS
  
  
  

   

  
  

• Initial Complaint

  Date:24/01/2025

  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 purchased several appliances from Canadian Appliance Source and at the time purchased a 4 year extended warranty. We are still within the warranty period. The latch on our dishwasher door broke and the warranty provider stated that "any issues pertaining to breakage regardless of the cause of the damage are excluded from coverage." What in the world is an extended warranty for? We find this reprehensible. If there is no form of resolution possible through the BBB, we will file in small claims court our of principal. Can you please advise on your process.

  

  Business Response

  Date: 01/02/2025

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

  Thank you for reaching out to us to share your concerns about your Thor dishwasher. As per our records we can see that a Resolution Case Manager reached out to you on January 30th of 2025 to discuss the matter.

  Any functionality related issues with an appliance will be covered by the extended warranty company. For more information please see the Terms & Condition in the link below:

  https:/******************

  We have been informed that ** ******* Plan has offered to reimburse the cost of the extended warranty purchased as a gesture of goodwill. For further assistance, do not hesitate to contact us.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 02/02/2025

  
  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, however only because it is not worth pursuing further. The warranty company offered $99 as a warranty refund and refused to actually fix the problem.  Canadian Appliance Source offered to see how much the part is worth for whatever reason, and in the meantime we were without a dishwasher for days and decided to just get it fixed. A dishwasher that was covered by their warranty. 
  

  We find this whole situation disappointing and the sale of the warranty disingenuous to be polite.. 

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

• Initial Complaint

  Date:15/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted for the purchase, delivery and installation of a dishwasher. This complaint is in respect of the installation services, which were contracted at $159+HST. On the day of the scheduled installation service, I received an email refunding me the prepaid fee for the installation service. This was totally unexpected as I was hoping to have the dishwasher installed for me and my family that day. In fact, my wife stayed home specifically to be there for the installation. One of the main reasons why I bought the dishwasher from CAS in the first place was the convenience and cost of the installation service. After several calls with CAS, it became clear that management unilaterally terminated the services. I was unable to speak with management and was simply referred to another third party installer to pay them a fee (which was higher than the fee that I was to pay to CAS). This is terrible business practice, terrible customer service, a breach of contract and a huge waste of precious time.

  

  Business Response

  Date: 22/01/2025

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

  Thank you for reaching out to us to share your concerns about your dishwasher installation. As per our records we can see that your dishwasher was delivered on January 14th of 2025.
  

  As per the Installation company, ***** ***********, they reached out to you to inform you about possible additional charges which might incur for the installation of the ***** dishwasher. The installation service was canceled and refunded after ***** *********** received a confirmation from the customer that they would like to cancel the service.

  Please note that the service paid neither includes junction boxes nor plumbing lines. The charge is for existing hook ups only.
  

  Thank you kindly,

  CAS
  

• Initial Complaint

  Date:14/01/2025

  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.

  Originally bought washer and dryer appliances from Canadian Appliance Source (CAS) with delivery and connection services included. On Friday Jan 3 2025, delivery man connected and turned valve wrong way and broke the valve off. Writer called external plumbing services on Jan 3 after attempts were made to communicate to follow up with the next steps on repair. Unfortunately they did not get back to writer until Monday Jan 6, 2025. They sent the initial email after I filled out their ****** **** Form. They offered $250 up front. Writer did not accept the offer then as I was waiting for ****** Plumbing to forward the invoice. Invoice received on Friday Jan 10 and was promptly forwarded to ***** ***** ********** Delivery (****). **** unwilling to work with writer to fully compensate for the damages and repair. They are negotiating and offering arbitrary numbers for financial compensation. Second offer was $99.50 + taxes, $150, and latest $180. Attempts were made to contact CAS and they said the delivery team is responsible for repair claims. Contact information for CAS is the same telephone number for ****- when they reported they are unrelated. The "claims manager" I have been emailing with is not acknowledging our attempts to move forward by accepting the initial $250. They say that offer is off the table and blame it on me that I should have accepted it when it was offered. I was not given any notice that I had to accept that offer or it would be taken away. When I have tried to escalate the situation with CAS, they tell me I have to deal directly with **** and this claims manager. When I asked to have her supervisor contact me she will not give me other contacts. I would appreciate the BBB’s assistance in mediating this matter to ensure that I am fairly compensated for the damage caused during the installation process. I believe a fair resolution should involve full reimbursement for the repair costs as outlined in the ****** Plumbing invoice.

  Customer Answer

  Date: 14/01/2025

  Canadian Appliance Source (CAS) is the appliance store and ***** ***** ********* ******** (****) is the ‘contracted’ delivery team they hired for the job to deliver and connect the washer and dryer. They say they are independent, however the claims manager of **** forwarded me her phone number and it also connects to the CAS main line. I believe they are related though I do not have details on the relationship. 
  

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

  

  Business Response

  Date: 15/01/2025

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

  Thank you for sharing your feedback with us. Your feedback is important for us. We are sincerely sorry to learn about the property damage.

  Regarding the Claim, we can see that the Claims Manager reached out to you on January 14th of 2025 to reiterate the offer of $250.00 CAD which was initially made on January 03rd. We kindly ask you to reach out to us to proceed with the offer.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 15/01/2025

  Dear Better Business Bureau serving Central Ontario: 
  
  I am writing to formally reject the response provided regarding Complaint #********, for the following reasons:
  
  1. Unprofessional Handling of the Claim by Claims Manager S.F. 

  From the outset, SF's management of my claim has been difficult and unprofessional. Initially, I received an offer of $250 for compensation, which I did not accept because I was awaiting the invoice from ****** Plumbing. Once I forwarded the invoice on January 10, I was informed that the compensation offer had been arbitrarily reduced to $99.50 plus tax, then later increased to $150 and $180.

  SF has also questioned the validity of the invoice, specifically the replacement of two valves. However, this recommendation was made by a licensed plumber, ****** Plumbing, and I am attaching a statement from them to further explain their reasoning. Despite this, SF continued to question the cost of repairs, creating unnecessary delays and confusion. I have made multiple attempts to resolve this issue promptly and respectfully, but each attempt has been met with resistance. When I offered to accept the original $250 compensation amount, SF informed me that this offer was no longer available. Furthermore, I requested to speak with her supervisor for mediation, but SF was unmotivated to facilitate this. It is clear to me that there was little interest in resolving the issue fairly or in a timely manner.
  
  2. Excessive Time and Difficulty in Communication

  The amount of time I have spent trying to communicate with SF and CAS has been excessive. What should have been a straightforward process has dragged on for several days, causing unnecessary delays. The damage to my property was caused by ****, and as such, I believe repairs should be fully compensated. However, instead of facilitating a fair and prompt resolution, CAS engaged in lengthy negotiations and created an adversarial environment that felt more like a bullying tactic than a professional claim resolution process.
  
  3. Liability for Damages

  As I have previously stated, the damage to my property was caused by CAS contracting unqualified movers whose negligence directly resulted in the damage. As the hiring party, CAS is fully responsible for their actions, and it is entirely appropriate for CAS to bear the cost of the necessary repairs.

  4. Professional Repairs

  A licensed plumber determined that replacing both valves was the most cost-effective and minimally invasive solution, due to part incompatibility and the proximity of the valves. This decision is further supported by a quote from another plumber, who estimated the cost of repairs to be nearly $1,000.
  
  5. Good Faith Negotiations

  The rescinding of the original $250 offer and the subsequent low offers of $99.50, $150, and $180 do not reflect the actual cost of repairs and were clearly not made in good faith. The offers presented fail to adequately compensate me for the damage caused by CAS and appear to be a deliberate attempt to minimize the settlement, rather than an honest reflection of the costs involved.
  
  Conclusion
  I request that this claim be revisited with the full compensation of $344.02, which accurately reflects the actual cost of repairs. I expect that future communication regarding this matter will be conducted with professionalism and in a timely manner. I also request the involvement of Better Business Bureau as a neutral third-party to mediate this matter and ensure a fair resolution.

  Thank you for your attention to this matter.
  

  Sincerely,

  ******* ***

  

  Business Response

  Date: 20/01/2025

  We appreciate your response to the review. We have consulted with the claims team at **** who has honored their original $250.00 offer. We will discuss with them internally regarding their negotiations with our customers moving forward. 

  As such, as an act of good faith, CAS is willing to provide credit of 94.02 to make up the difference of the quote. We have instructed **** to proceed with a release in the amount of $344.02 to resolve this matter.

  Customer Answer

  Date: 27/01/2025

  
  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. However please leave the complaint open until funds have been received. 
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:13/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales person did not provide adequate information on the models available, I specifically asked for the details on the differences between models. He said 1 thing was different (it has a glass lid vs a solid lid). This is not something I'd be concerned about/a decision maker. The machine does not have a detergent dispenser - that is a deal breaker, and I would not have purchased. He then offered free delivery and installation. He did NOT advise that installation would negate the ability to return/exchange the product. It has not been used but the delivery people take the packaging away. ***** did not provide the information as a sales rep that was pertinent, and I have requested an exchange (and of course will pay the difference), which has been 'denied' because it was installed and the packaging removed. **** **** ***** ** *****. **** ** **** * ****** ********, and if the sales rep is not advising clients, then those who are unable to read, or not English speaking as a first language will be absolutely taken advantage of.

  

  Business Response

  Date: 15/01/2025

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

  Thank you for reaching out to us to share your concerns. We would like to apologize for your experience. At the time of purchase customers are required to accept our Terms & Conditions. The specifications were also shared.
  

  Please note that our team will always unbox larger appliances at the time of delivery, as part of our white glove service for easy maneuvering. The ** washer/dryer were installed as part of the services included on your order.
  

  Regarding the exchange of your ** washer, we can see that a Resolution Case Manager has been in contact with you. An exchange has been approved with a reduced restocking charge of 25%. (CAS usually charges 35% for items which are no longer factory-sealed) A discount of $79.00 was also offered on the new unit. Your exchange is scheduled for January 16th of 2025.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 15/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: * ******** **** **** ** ********* ********* ******** * ****** **** ***** **** ********* ** *** ********* **** ****** ***** ** ** *** ******* ***** ********. If the sales rep is obligated to specifically verbally review the policy with the purchaser of high fees and brutal process to exchange a machine as long as you accept what is being offered for no charge, then it's fair.

  Further, the sales rep was not well informed either about the products he sells, or about doing laundry.

  I've accepted the offer with restocking fee AND a delivery fee, just to make this go away and do laundry.  But anyone should be forewarned about the business practice here. 

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

• Initial Complaint

  Date:08/01/2025

  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 bought a gas range from the store as our oven had broken. We paid an extra $179.00 to have them install the oven. The range was delivered by their company on January 3, 2025 and they took our old range away as per our agreement. On January 4, 2025, the gas fitter, provided by Canadian Applianced Source, arrived at our house and after about 45 minutes of trying to install the range told us that the stove was defective and could not be hooked up. We contacted the salesperson who advised us to file a return/exchange form to start the exchange process. We have not received satisfactory communication from this company. They will only speak to us over email and when we ask questions or reply to their requests we do not hear back from them. We have tried calling their customer care line but they never answer. They offer a call back option but never return our call. At this time they are asking for an installation report that states the product is defective so they can investigate but we did not receive a report from them. We have asked for either an exchange in product or a full refund so we can purchase a range from somewhere else. At this time we have no way to cook a meal for my 4 member family. We are unsure of our next step as there doesn't seem to be anyone willing to help us.

  

  Business Response

  Date: 14/01/2025

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

  Thank you for reaching out to us to share your concerns about your ********* Range. We are sincerely sorry to learn that there is an issue with the GAS Stove.
  

  CAS recommends ***** *********** as a third party installation company to its customers. CAS facilitates the process by charging the standard installation fee upfront after which a technician reaches out to the customer to book an appointment.

  Regarding your GAS range, we can see that a Resolution Case Manager reached out to you on January 14th of 2025 to further discuss your concerns. A voicemail was left along with a follow up email. Our After Sales Team have asked for more information in order to better address your concerns.
  

  Thank you kindly,

  CAS
  

  Customer Answer

  Date: 14/01/2025

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

  1) We did pay the $179 fee to have CAS hire an installer through ***** **********. It was this installer that told us the product was defective. We felt this would be the better choice so that if there were any problems CAS would respond promptly. This did not happen.

  2) Your Resolution Case Manager did telephone today but as I am a teacher I am not able to answer the telephone during instructional time (the phone call was at 12:38pm during instructional time). I did receive the follow-up email which I responded to in less than 1 minute. The response informed them that the questions they were asking had previously been asked and responded to seven days previously from the same department. * ******** * **** ** *** ******** ** **** *****. The inquires were soley regarding an electric range in which I replied to both emails that this is a GAS appliance and therefore the questions were not relevant. * ** ********* * **** ** ***** ****** ** **** *********

  I have further email and text responses of us (the consumer) asking for help with this matter since January 4th. I still do not have a stove to cook with and therefore have been having to make other costly arrangements to feed my family of 4. 

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

  

  Business Response

  Date: 18/01/2025

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

  Thank you for sharing your response. We can see that your Resolution Case Manager has been in contact with you.

  A replacement of your ********* Range has been authorized and added to your order. We are currently waiting for stock from *********. Once your order is fulfilled, you will be contacted to book an exchange.
  

  Thank you kindly,

  CAS

  Customer Answer

  Date: 22/01/2025

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