Fridge not installed and damaging cabinetry
A year and a half ago we built a home with Sterling where we were expected to use Trail Appliances to purchase our appliances.
We met with a sales person names Jennifer B. We found a fridge that we liked and asked Jennifer if it would be possible to have the fridge installed without the top grate (it's a side by side fridge and freezer). Upon moving in, our fridge kept sliding out and wasn't even. It was eating at the cabinets on the side of the fridge from the movement. We had Trail Appliances out three times to try to fix it and it was never any better. Finally, a third company came out to look at our fridge. We were informed that they had failed to use ANY of the installation pieces on our fridge/freezer. It wasn't actually installed AT ALL. When we contacted Sterling Homes AND Jennifer about this, we were told that they would give us the installation kit but would not install it for us. I couldn't figure out why they wouldn't provide this service to us since it was missed initially and then realized that the installation kit would not fit on the fridge/freezer with our current cabinet dimensions. They would have to replace the cabinets as well. Neither Trail Applainces (Jennifer B) or Sterling Homes would take responsibility for this mistake. We are not going to have to either pursue small claims court or pay for the installation of the fridge AND the cabinet modifications ourselves and we will be out thousands of dollars. I am LIVID with the blatant lack of responsibility for this mistake that was made by Jennifer B and Trail Appliances. I will NEVER purchase an appliance from them again CANNOT recommend Trail Appliances due to the terrible customer care post-purchase.
- Approximate cost of services:
- $3,000.00
- Company Response
We are sorry to hear about how unhappy this customer has been regarding the appliances they purchased from our Trail Appliances Calgary South location.
Following is a review of the customer file after receiving this complaint.Customer came in and met with their salesperson and made their appliance selection based on their requirements and preference.
Customer selected a Frigidaire All Fridge (Model # FPRU19F8RF) & a Frigidaire All Freezer (Model # FPFU19F8RF) and were delivered out approx. Oct 2016. Frigidaire offers a optional trim kit at approx. $400.00 (additional cost for install was $200.00) for these units to give the allusion of being built in, the customer was offered this option at time of selection and chose to not purchase the trim kit – they expressed a concern about loss of cabinet space by having a trim kit installed and the cabinet space was what they preferred to have. After the customer made their selections - the specs for the appliances were sent to the builder to arrange the correct spacing for the cabinets - the customer had to sign off on this before it could proceed..
The Frigidaire All Fridge and Freezer are stand alone units and were installed to the specs as per the manufacture guidelines.
Customer has raised some concerns about the install of the units but has been told they are as per installation instructions. Customer was not pleased with this response – therefore their builder offered to cover the cost of the optional trim kit in order to appease the customer but the customer has refused. It has been over 1 ½ years since possession of their new home which is why the builder nor Trail Appliances will not cover the install of the trim kit or the possible alteration of the cabinets as it was not a builder or Trail appliance error.
If the customer had purchased the trim kit at the time of appliance selection there would be no need to alter the cabinets now. Trail Appliances position is the customer made their selection and opted not to go with the optional trim kit which was their choice. The customer has been offered a free trim kit and has failed to accept the generous offer of their builder. It is unfortunate the customer feels that Trail Appliances has terrible customer care post purchase, but in the end it was their own selection that determined the final product in their new home.
Suggested resolution:
The customer’s builder has covered the cost of the Trim kit. They have requested the customer to sign a addendum in agreement for this offer.
Once the builder has a signed copy of the addendum – they will have the Trim kit delivered to the customer