ComplaintsforTA Appliance Inc

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dec 2 2023 I purchased several appliances at TA in Kitchener. One was a ******* Induction Cooktop. The sales rep advised us that this cooktop was the best in the market and it was extremely faster than any other cooktop. After having the product for a few months I called for service because the unit was taking three times to cook. If I use three or more burners it slows down to less than 50% capacity. I was advised there is nothing they can do to help me as this is how it works. I called again at a later time complaining about the something and they told me if they came out they would charge me (I have extended warranty) if they didn't find anything wrong with it. They had to come out to my house to look at the fridge so the technician once again said nothing is wrong with the cooktop. I've been struggling to use this unit for the time I've had it so I decided that I must complain again. This time I'm being told that this cooktop does NOT function at full capacity and you cannot use all 5 burners at once. To obtain full capacity you must only use max 3 burners and it must follow a diagram found on pg 25 of the owners manual. If I use the full 5 burners it takes me two to three times longer to cook. I explained my situation to their customer services and they said they can't help. I advised that this is not what I was sold. I was sold a powerful cooktop. They told me to go to the manufacturer who advised me this is how the unit operates. I then decided to go in in person to get some more info. Yesterday Dec 21 I went in and approached another sales person and asked about the exact same unit as if I was interested in purchasing. I specifically asked do all 5 burners work at full capacity at once and she told me yes they do. Needless to say I advised her of my situation and she indicated that the manufactures sales reps have miss informated TA sales reps. I asked to have a manager review my situation and they refuse to help me.

  Business response

  02/01/2024

  Customer purchased appliances in August 2022 and were delivered in December 2022. Customer Service has spoken to this customer on multiple occasions regarding her cook top as well as her fridge and have tried to assist by setting up numerous service calls with the manufacturer through the warranty. Each time the manufacturer sends a tech out they find the unit is working as designed and that there is nothing wrong with the unit. The manufacturer has also explained that to the customer that the unit is working as designed. The store manager has also spoken to this customer about the situation and again explained the same information as well. It is the manufacturer's policy that if the tech goes to the home and there is no issue that a customer can be charged. TA has no control over the manufacturer and techs and the policies regarding their service.

  TA has contacted the manufacturer regarding this and they advised they can arrange service but if they go out and find no issue customer will be charged.

  There will not be a exchange authorized for this at this time as the unit is working as it should.

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because TA appliances sold me a product indicating all 5 buners would work at full power while in use.  It is only after using the cooktop that I realized that it does not.  I can only use 3 (using the diagram provided  by the manufactor) at full power.  Which it also not true.  If I use the 3 combinations provided the cooktop does NOT cook at full power.  I purchased a 5 burner cooktop but yet I can only use 2 or 3 otherwise it takes me twice as long to cook.  Also, who has time to review a diagram while cooking to ensure the use of the combinations are in full power.  I just want to replace this cooktop for a 5 burner that I can use all 5 at full power since that is why I purchased a 5 burner cooktop.  This was not a cheap purchase and I need to be able to cook for my family within a reasonable timeframe.  I was told this cooktop was superfast and yet it is twice as slow as electric or gas.  
  
  Sincerely,
  
  ****** *******

  Business response

  10/01/2024

  Hello,

  Again- we are not replacing the unit- the manufacturer has said the unit is working as designed. Once in the home we are unable to take back any purchase without authorization from the manufacturer. They will not issue a authorization for a unit that is working as designed. We encourage the customer to contact manufacturer directly if she is unhappy with the unit to discuss any options she may have. TA will not be taking back the piece without the manufacturer's authorization. This is standard policy across the appliance industry. Customer has been explained numerous times the policies that are in place.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 1 2017 we spent $9,158.62 on a washer, dryer, fridge, stove, freezer & range hood. Luckily we also accepted the extended warranty. Since the purchase we had to replace the ice maker in the fridge year one. Year 2 we had a problem with drum on the washing machine and then the fridge leaked and the ice maker rusted out. Year 3, the drum broke on the washing machine again. This week (Tuesday Jan 4th) I called to report that the top oven burner doesn't work. I called and spoke to Customer service and explained that I was very concerned that all of my appliances had had issues and that I am concerned that once my warranty runs out I will be stuck with lemons. The Customer service lady was not very concerned and said that there was nothing she could do. I asked to speak to a Manager and she said they are all busy and that someone would call later. I also expressed my concern with how long it would take to have someone come and fix the stove. The Customer service Manager did call me later that afternoon and basically said that they just sell the appliances and don't have any responsibility after the sale? She also said that she doesn't have to sit and listen to me complain ( I was speaking loudly but was not ****). I asked her if she could extend my warranty and she said that is something the warranty people sometimes do. I asked if she could help with that and again she stated "all we do sell the appliances - we do not make them and are not responsible after the sale" I told her that this was very poor Customer service and that I will not shop there again. By the way today is Saturday Jan 8th and I have yet to receive a call from the service people to fix my stove!

  Business response

  28/03/2022

  Business Response /* (1000, 6, 2022/01/19) */ This issue has been discussed with TA staff involved. To have your protection plan extended due to a delay in service ******* (The protection plan company)would need to be contacted.Their phone number is X-XXX-XXX-XXXX. Unfortunately this is not something TA Appliance can do on behalf of the customer. It was reported that profanity was used during this call, if this is accurate this is something we do not tolerate. We are here to assist with appliance issues and certainly do our best to resolve. It has just been confirmed that Waterloo Appliance will be calling customer today to book a service call for the range for Friday, January 21. There was an issue with *******, the extended warranty company with locating a gas certified technician. If customer does not hear from them would he please contact TA Appliance customer service. Consumer Response /* (3000, 8, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to state that at no time did I use profanity! I did raise my voice as I mentioned in my report but did not use profanity. As of today January 19th I have yet to hear from the repair people for my range. I did receive a call from the warranty company stating that a repair company would call either Friday Jan 14th or Monday Jan 17th Business Response /* (4000, 10, 2022/01/24) */ Customer was contacted by Waterloo Appliance on January 20 and a service call is booked for this week for the range. If this is incorrect please advise.

• Initial Complaint

  21/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a standup freezer in May 2020 that was damaged when it was carted into the house by TA Appliances - the door was severely gouged, this was December of 2020.. We've contacted TA Appliances - as well as **************** - to have this fixed (or replaced) since December, and to this date nothing has been done. We've attempted to work with TA to resolve this issue in good faith - we really have - but lately they've stopped returning our email's and are ignoring us and their obligation to have this resolved. All were are asking is to have what we already paid for, and that's an undamaged freezer that was purchased from TA Appliances. Your help with this issue would be greatly appreciated.

  Business response

  20/01/2022

  Business Response /* (1000, 5, 2021/09/28) */ CUSTOMER HAS BEEN ADVISED BY OUR DISPATCH MANAGER THAT ****** IS VERY AWARE OF THE BACK ORDER ISSUE WITH THE REPLACEMENT DOOR AND SHE HAS NOT BEEN FORGOTTEN. REPLACEMENT DOOR WILL BE SHIPPED TO CUSTOMER AND A SERVICE CALL WILL THEN BE SET UP. WE DO APOLOGIZE FOR SUCH A LONG DELAY.

*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. ↩