Bain's Appliance Sales & Service

Very disappointed in the customer service. Promised delivery before 1pm on Friday. So I made plans for errands in the afternoon. I phoned the store around 10:30am to confirm as I had a busy day planned. They had the delivery company call me and they said they do not guarantee s delivery time and should be at my house between 1-4:00pm. I made arrangement to have the delivery company call me 1/2 hour ahead so I could get back to my house for the delivery. So around 2:30 I get the call. I rush back to my house only to wait another 15 minutes and then they arrive with no washing machine. They dropped it off somewhere else and now had to go back and pick it up. Another 1/2 I had to wait. I called the store and complained and they wouldn't ecen offer me s credit for this screwed up delivery. He just kept saying we will take the washer back and give me credit. Useless to me as I need the washing machine. Then he said he would have the salesman call me the next day. But no one called. And the delivery team didn't even install the washer I (disabled) and my 83 year old mother installed the machine. Wow what a horrible experience. I won't be going back to that store.

I purchased a dishwasher from Bains. The dishwasher did not work out of the box. I was told it had a faulty door component. I wanted a replacement. I purchased a Frigidaire dishwasher model #FGBD2445NB9B from Bain Appliance on December 30th 2015. I did not take delivery of the dishwasher until the middle of March 2016. Out of the box the dishwasher did not work and it was shipped without insulation. Apparently the Door Latch was faulty and that's why it would not work. I explained that I wanted a new one but was told to have this one repaired first(8 week delivery) before that could be done. Three weeks later they repaired the dishwasher and attempted to install some insulation on it. The insulation was not installed properly and was still missing insulation for the kick plate. I called Bains Appliance back again requesting a replacement and I was told my sales person would talk to the Frigidaire Rep on this. My new dishwasher is noisy and a lemon and all I want is a replacement as I bought a faulty product. I spoke with my salesperson today (April 29, 2016)and I was told they could offer me a partial repayment, replacement was not an option now......or a could have another service call. I do not want to waste any more time on this with another service call on a new dishwasher, I just want a new dishwasher or full refund. Desired SettlementA replacement or full refund for my dishwasher.Business Response Our records indicate that Bert [redacted] purchased a dishwasher from Bain Appliance on January 2, 2016. The unit Mr. [redacted] selected was not available for immediate pick up, so the unit was ordered, and was expected to take approximately 8 weeks for arrival. The unit arrived within the expected time frame and was picked up March 1, 2016.Mr.[redacted] contacted myself at the store and indicated that the door was not latching and that there was no insulation included on the unit. It was explained to Mr. [redacted] that if we re-ordered in a replacement unit, it would take another 8 weeks, or he could have a service technician come and service his unit under the manufacturer warranty which would be quicker. He indicated at that time that he preferred to correct the door latch than wait another 8 weeks for a new unit. I contacted the service department on his behalf to set up and proceed with the required repair. The manufacturer's authorized servicer went to examine the dishwasher on March 16, 2016 and ordered the required parts. On April 6, 2016 the latch was replaced and the insulation that would have been included from the factory was applied. When the technician left, the dishwasher was fully functional.Mr.[redacted] called back concerned that the dishwasher made more noise than he anticipated. At the time of the purchase, noise was not a principle concern for him and he chose a less expensive model over paying a premium for quietness so it is possible the unit is working as it should. I did contact the manufacturer on his behalf to inquire if they had a policy in place for providing a replacement in a situation like this. The response from the manufacturer was to have a technician examine the unit to confirm if it was functioning at their specifications, however, Mr. [redacted] is refusing their recommendation. At this refusal, I recommended that he contact the manufacturer directly to voice his concern, but he is not wanting to proceed with that either. It is our position that if the unit is not functioning as per the manufacturer's specifications, the required repairs or replacements will be provided under warranty. Without having a technician confirm that the unit is noisy due to defect we cannot move forward with repairs or replacements. Thank you,Conrad DoerksenStore ManagerConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Hi,I appreciate the response from Conrad Doerksen [redacted] I was never offered a replacement unit at any time during this ordeal. I was not offered really any thing other than to repair the faulty out of the box unit. I was told by Conrad to have this one repaired and he would see what he could do more for me with his Frigidaire Representative. I was not offered a full refund at any time as well. I was told my best and quickest way to have a working dishwasher was to just get this one repaired and then he would see what he could do from there.I would like to ask Conrad who [redacted] accepts a brand new product, right out of the box to be faulty, then accept repeated repairs on that product. I should have been offered a full refund or new product after the repair. The dishwasher is working right now but not to my satisfaction as it still has noise issues as the insulation was not installed properly. Conrad did discuss with me there may be some other "options" after he discussed this with his Frigidaire Representative. Another repairman to my home again was not an acceptable "option" for me. My time is money and very valuable to me.[redacted] It is a faulty product right out of the box, please do the right thing and offer a full refund or replacement.Regards,Bert [redacted] Final Business Response Hello,It was our recommendation that Mr.[redacted] have the dishwasher latch repaired so that he would have a fully functional unit as quickly as possible. Mr. Meakin agreed and no replacement options were pursued or discussed.We did not install the dishwasher.Mr.[redacted] dishwasher was repaired by a technician to fix the faulty latch and insulation was put on the dishwasher (original insulation was either taken off and discarded by the installer or did not come on the unit). The technician confirmed the dishwasher was working properly before leaving.Mr. Meakin claims the dishwasher is working to his satisfaction but is noisier than it should be. However, he will not allow a technician to evaluate this claim. We believe the dishwasher may be working properly. We offered Mr.[redacted] an additional 4 year warranty at no additional cost to him. He refused this offer.Without a technician confirming the unit is actually nosier than it should be nothing more can be done.The manufacturers in the appliance industry have a policy of repairing if possible before issuing replacement machines. We are glad to hear that the unit is functioning, and would recommend having Mr. [redacted] contact the authorized servicer to come back and check the noise and to reinstall the insulation if needed or take the necessary corrective actions. Thank you,Conrad

Have dealt with them twice for major appliances (washer & dryer; and more recently a dishwasher and stove). We have been pleased both times.","pos-1