Canadian Appliance Source

I would never buy anything from this company ever again. We recently bought an LG washer/dryer from CAS. The first time we turned it on, the machine started banging so loudly that we had to shut it off right away. We tried to run in a few more times (using smaller laundry loads, gentle cycle, etc), however it would bang so uncontrollably that we couldn’t continue the laundry cycle. We called CAS and asked them to send someone over to take a look, as this seemed reasonable to us given that CAS provided the delivery and installation. The customer service rep was so rude over the phone and refused to provide any help as he claimed this was out of CAS’s control, and that we would have to get in touch with LG and get it fixed under warranty. What? We just received a brand new machine that we spent thousands of dollars on, and the company that sold it to us and installed it will take no responsibility?

We argued with CAS for more than a week, and finally they agreed to arrange an Lg technician to come review the machine. After 2 more weeks of no laundry, LG came and reviewed the machine, and reported that the machine was damaged badly upon delivery. The entire washing machine drum had dropped and damaged the springs, and the gasket was mangled as a result. He deemed it to be irreparable, and that CAS should exchange it for a new machine since it came broken upon delivery. We sent LG’s report to CAS 2 weeks ago, and we have been fighting with both companies, since neither one will deal with the exchange of this machine. CAS claims they are waiting on LG’s response (which I don’t even know what they’re responding to since they have already provided a report) and LG claims that CAS hasn’t contacted them. We are at a standstill and stuck with a washer/dryer that doesn’t work and haven’t been able to do laundry for the past month.

I am so deeply upset with the lack of customer service that CAS has provided. I am an architect and have dealt with many appliance distributors, and have never seen anything like this. I would never ever refer this company to anyone in the future. Their lack of responsibility and commitment to their customers is appalling, and I can’t fathom how they stay in business when they operate like this.

CAS - my family and I are begging you to deal with this problem. Just exchange the machine and deal with LG separately. No customer should ever have to be caught in the middle of supplier-manufacturer disputes. I have wasted a colossal amount of time dealing with your company, and I will never get that back.