Trail Appliances Ltd

Initial Business Response / [redacted] (1000, 5, 2016/06/09) */ Customer called us for the issue that washer door wouldn't close properly and was leakingWe diagnosed the issue and ordered the parts accordinglyThe soap dispenser had to be replaced, as well as the hinges for the door and the spacer for the doorThe issue for the door not closing has been resolved completelyThe leak continued afterwards, and we called our manufacturer tech line as we usually do, and they stated to replace the valves as wellDue to this inconvenience, I have offered to the customer two options: To have the valves replaced at our cost with no charge to install at all which will fix the washing machine; Because the washer still has a leak we will refund the amount of the soap dispenser, and the installation of the soap dispenserI also agreed to match pricing on the parts that were installed for the customer At this point the customer has not come to a decision if she would like the refund or the repairThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they split the cost which is $for initial service call and $for other call that would be $refundI do have to purchase a new washer and dryer because the make and color is no longer availableMy initial call was washer leaking and I need new hingesI didn't need tech to tell me that the hinges needed replacingThey told me that the values were $for parts and they would give them to me at costNo guarantee my washer wouldn't leak after thatBottom line is my washer is still leaking!!! [redacted] The cost to replace both units after years is $ [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/11/12) */ Hi Shelly, Please find attached the terms and conditions of the warranty of the customerThe section about the lemon policy has been highlighted As advised on the phone on Monday, the repair authorization has been sent to the servicer on November 07thThe parts have been received and the tech will go out today to complete the repair We hope the repair will be the good one Hope it helps Thanks,

As stated previously we sent out a Journeyman Appliance Technician to assess the issueTrail Appliances is committed to providing our customers with courteous and professional service; however due to the fridge not malfunctioning according to the technician report, Trail is unable to process this request for compensation for damage

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am still waiting for a replacement of the washer door I know I have to wait for the part to be available -I am hoping this can be completed soon Thank you Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/03/31) */ Trail Appliances is a self servicing dealer for specific brandsUnfortunately I am unable to pull up the customers information based on the first and last name, but if it is a brand we are not a servicer for, we have alternate servicers listed who our manufacturers have set up to service in and out of warrantyOur manufacturers choose their servicers for each brand and the manufacturers warranty is decided upon through each individual appliance manufacturerWe apologize for any inconvenience that may have occurred to the customer, and would appreciate if the customer could contact our service manager at XXX-XXX-XXXX with the details if they should need any further assistance, so she can follow up with the servicer and ensure our customer is taken care of with the service we expect and hope to provideThank you Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still waiting for actionTrail appliance did call and indicated they woud call FrigidareAptco was called and they indicated the missing part was on back order and they did not know when it would be in [redacted] Final Business Response / [redacted] (4000, 12, 2015/04/09) */ Just spoke to customer, we are doing an exchange on the dishwasher tomorrow for the customerAll is resolvedThank you Final Consumer Response / [redacted] (2000, 14, 2015/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Kim the Service Manager at Trail Appliances had the dish washer replaced with a new one on Friday at 4:PM Thanks so much for your assistance [redacted] ***

Initial Business Response /* (1000, 5, 2014/10/02) */
Contact Name and Title: ***
Contact Phone:
Contact Email: ***@trail-appliances.com
Customer purchased BBQ July X XXXX
Manufacturer of BBQ went out of business in
Trail Appliances does not service BBQ's nor
order parts for BBQ's
Trail Appliances does not offer Warranty with BBQ's nor Extended Warranty and never have(That is typically done through the manufacturer of BBQ)
Customer was informed that in order to get parts they had to order direct online through 3rd party parts supplier being manufacturer is no longer in business
Oct/2/Trail discussed with the customer the issues surrounding the BBQ and explained the mis-communication and explained where they can physically go to for parts
Trail discussed troubleshooting BBQ issues and customer is going to try a few different things to fix the issue and get back to us
Trail has offered to re-imburse consumer for new surface burners at Trail's cost

Tell us why here...Appliances were delivered and installed on November 16thOn November 25th we received a call from the customer stating there was a crack in the right hand side of the cook topNovember 28th we had a technician out to the house to have a look at the topTech discovered that
cooktop just had surface scratches (from cookware) and there was no signs of a crackThere was signs of food build up on the cooktop itself and the technician advised customer of cleaning practicesCustomer then stated that he was not happy with the cycling of the burner, which technician assured client it is operation of an electric rangeCustomer wants a more consistent heat like a gas top which electric ranges cannot fulfillCustomer left a message for his Salesperson on November 26th and his phone call was returned on November 27thSalesperson brought me the customers information that day giving me a heads up I may hear from themCustomer left me a voicemail on November 29th the day after his service and it was returned that dayWhen I spoke with him he said nobody called him back for a weekI confirmed with the customer that the salesperson returned his call the next day, which the client then admitted his call was returnedI explained that this was operation of the range and every electric range has the cycling of the elements no matter what brandI reiterated to him when the burner is on High it will cycle on more than it does off, and when the burner is on low it will cycle off more than it does onUnfortunately the complaint was something every electric range does and there is no real solution to itWe are not ripping the customer off he came in looking for a flat top range and we sold him what he requestedWe offered him a swap to a coil top range that operates the same way but the price difference would not be refunded as there are costs associated with returning the current rangeHe did not find this acceptable

Complaint: ***
I am rejecting this response because:I reviewed the response from Trail Appliances *** *** *** *** *** ** *** *** *** *** ** *** when we talked over phone, Shelley(the manager's name of Trail) told me the fridge was a demo, and someone set up the fridge as demo mood, and she assume I se it uplike I wrote on the first letter, because people from Trail Appliance didn't leave any guide to me, also didn't mentioned how to use the fridge either, I don't know the fridge was set up on "DEMO MOOD", so just thought the fridge wasn't brand new and wasn't working, so I called on April /asked Trail Appliance to come to have a lookI did say that I touched the temp button tried to lower the temp, but minutes later the temp went up, the fridge was broken(I also kept the paper work from Trail). But after the Technician came, he told me that the fridge wasn't turn on, because the model of the fridge is French Door, it is not like fridge you can simply lower or higher the temp, the fridge we bought need to hold three button at the same time to turn it on, that's why the temp down and went upyou can't turned the fridge on use any single button. The technician from Trail Appliances told me that when someone hook up water line there's lots of air in it that made the water leak from the fridge and he drained at least 2-big bowl of water to clear the water line. there's full of water at the ice bucket after the water line hooked up. Like I mentioned before I paid for brand new product, not for DEMO, but why brand new fridge no brochure no guide? why the product set up as DEMO MOOD? when they delivered the fridge we didn't see the package, the stuff never ever taught us how to use itthat's the reason I called at on April4/2017, stated the fridge not working. Before the date I called, the fridge never used and we don't know how to use iteverything set up by Trail Appliances, the damage was caused by them for sureeither not set up properly or the time hook up the water line, I also have the recipe of $hook up fees. To respect the manage Shelly, I suggested she went to their show room to touch one button of the french door fridge to see if she can turned it on or not, because she worked for Trail, she supposed to have the knowledge.you can't turned the fridge on by touching single button. I kept all the paper work from Trail Appliances, including the report when they came to my house,they knew somebody from the company made huge mistake and didn't want to take the responsibilityeven the "user error" (if there's any)also caused by no brochure no guide, they should take the responsibility to fixed my floor,refund my payment for the water line a** ** *** *** *** ***. I spent more than $to purchase the appliances from Trail due to the builder have some deals with them, but the service Trail provided was very poor, I hope they can improve their services and let the customer feel happy after they spent. Thank you very much for your time, I am looking forward to hear from you soon!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/05) */
We received the info from *** December 9th
We contacted customer and booked them in for December 16th as that was our next day open
Found it needed PCB and touchpadParts are 5-days from order, and it was pushed back as
everything was closed December and
We repaired the oven December 31st and everything tested finecustomer opened this claim Jan 4th so not sure if there is a new issue or they are just expressing the overall situation with walker group as a wholealso called the customer today jan 5/she replyed to me that's everything was good
Initial Consumer Rebuttal /* (3000, 7, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint was sent before Janbut not opened by the Revdex.com until that dateThe work was originally scheduled for Janand the date was pushed up to Decby the service department which was not convenient for me considering I had nine family members visiting at that time and no range to cook them mealsThe tech replaced the touch pad and it seemed to work for the first few days but then the problems started again with the appliance coding out even when it was not being usedService was once again scheduled and on Janthe tech phoned and stated that the problem had to be with our electrical system and he insisted on checking out the breaker unitOnce again there was no problem with our electrics as had been stated by a professional electrician previouslyThe tech then said that more parts had to be ordered and replaced requiring a t day wait and yet another day where I would have to be home to receive the serviceThis is not an adequate solution for the following reasons: there is no guarantee that this action will fix the problems that have been occurring for over a year,
there is still a safety concern that the range will turn itself on when no one is home,
for everyone of these visits I am expected to be available for a full day to wait for this service since I am not notified of their estimated window of time until the morning of,
the fact that we have to eat out to have a hot meal is expensive and inconvenient
Considering all of these factors I think that it is not an outrageous concept to expect that a replacement be given as I consider my time to be valuable and am tired of having to give so many days away waiting for repairs on a range and extended warranty that I have already paid for
Final Business Response /* (4000, 9, 2016/01/22) */
We apologize for the delayed responseWe were going back and forth with the extended warranty company, as it is not Trail's warranty but through the ***The *** has agreed to exchange this unit, and the customer has been contacted*** will be contacting me early next week to set up a time to reselect a new rangeThank you, ***

We apologize for the inconvenienceUnfortunately due to *** our whole systems were down and we were unable to rectify the issue first thing in the morningWe did call the customer early afternoon and guaranteed a first stop repair for her tomorrow Friday July 29th. The issue will be
fixed. Customer was satisfied with us being able to accommodate a first stop repair due to the inconvenience caused

On April 4th 2017 the customer called us stating they had touched a button and the fridge shut off and they couldn’t get it back on.  We sent out a Journeyman Appliance Technician to the home on April 8th 2017.  Our technician inspected the unit and found that the fridge was off when he...

arrived. Our technician is aware that the fridge was on before as the ice bucket was full of water, meaning it had ice in it and then it melted. Someone turned the fridge off causing the ice to melt.  Customer said to our technician that they had pressed a button but could not get the fridge back on and this is why they called for service.  The damage was not caused by Trail Appliances or the fridge itself, it was a user error which caused the fridge to shut off, in turn the ice to melt and damage the flooring.  Myself and the service manager have both explained this and spoken to the customer with regards to this. Thank you

As stated previously we sent out a Journeyman Appliance Technician to assess the issue. Trail Appliances is committed to providing our customers with courteous and professional service; however due to the fridge not malfunctioning according to the technician report, Trail is unable to process this request for compensation for damage.

Initial Business Response /* (1000, 5, 2016/05/13) */
Customer called our service manager in April about damage. She had her appliances delivered in November, 5 months later. Even though we were way out of the cosmetic warranty period we agreed to send out a tech to find out what the issue was. We...

have explained to her how the warranty works. We sent out our service tech on April 29th to review the washer and see what the damage is. We are replacing the cosmetic damage parts for the customer as it is a repair warranty, and with the time that has passed we are unable to exchange the unit. The parts are currently in stock and we have contacted the customer, however they are away until May 30th and we have scheduled the appointment for that day as per the customers request
Initial Consumer Rebuttal /* (3000, 7, 2016/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for new machine and now if lucky will have repaired machine, the damage was not cosmetic but the drum was broken,leaking all water.
thank you Revdex.com for your time on this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 I am still waiting for a replacement of the washer door.  I know I have to wait for the part to be available -I am hoping this can be completed soon.  Thank you.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/11/12) */
Hi Shelly,
Please find attached the terms and conditions of the warranty of the customer. The section about the lemon policy has been highlighted.
As advised on the phone on Monday, the repair authorization has been sent to the...

servicer on November 07th. The parts have been received and the tech will go out today to complete the repair.
We hope the repair will be the good one.
Hope it helps.
Thanks,

Initial Business Response /* (1000, 5, 2016/06/09) */
Customer called us for the issue that washer door wouldn't close properly and was leaking. We diagnosed the issue and ordered the parts accordingly. The soap dispenser had to be replaced, as well as the hinges for the door and the spacer...

for the door. The issue for the door not closing has been resolved completely. The leak continued afterwards, and we called our manufacturer tech line as we usually do, and they stated to replace the valves as well. Due to this inconvenience, I have offered to the customer two options: 1. To have the valves replaced at our cost with no charge to install at all which will fix the washing machine; 2. Because the washer still has a leak we will refund the amount of the soap dispenser, and the installation of the soap dispenser. I also agreed to match pricing on the parts that were installed for the customer.
At this point the customer has not come to a decision if she would like the refund or the repair. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they split the cost which is $120.00 for initial service call and $435.00 for other call that would be $277.00 refund. I do have to purchase a new washer and dryer because the make and color is no longer available. My initial call was washer leaking and I need new hinges. I didn't need tech to tell me that the hinges needed replacing. They told me that the values were $170.00 for parts and they would give them to me at cost. No guarantee my washer wouldn't leak after that. Bottom line is my washer is still leaking!!! [redacted]
The cost to replace both units after 3 years is $2200.00. [redacted]

Initial Business Response /* (1000, 7, 2015/03/31) */
Trail Appliances is a self servicing dealer for specific brands. Unfortunately I am unable to pull up the customers information based on the first and last name, but if it is a brand we are not a servicer for, we have alternate servicers...

listed who our manufacturers have set up to service in and out of warranty. Our manufacturers choose their servicers for each brand and the manufacturers warranty is decided upon through each individual appliance manufacturer. We apologize for any inconvenience that may have occurred to the customer, and would appreciate if the customer could contact our service manager at XXX-XXX-XXXX with the details if they should need any further assistance, so she can follow up with the servicer and ensure our customer is taken care of with the service we expect and hope to provide. Thank you
Initial Consumer Rebuttal /* (3000, 9, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still waiting for action. Trail appliance did call and indicated they woud call Frigidare. Aptco was called and they indicated the missing part was on back order and they did not know when it would be in.
[redacted]
Final Business Response /* (4000, 12, 2015/04/09) */
Just spoke to customer, we are doing an exchange on the dishwasher tomorrow for the customer. All is resolved. Thank you.
Final Consumer Response /* (2000, 14, 2015/04/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Kim the Service Manager at Trail Appliances had the dish washer replaced with a new one on Friday at 4:30 PM.
Thanks so much for your assistance. [redacted].
[redacted]

Initial Business Response /* (1000, 5, 2016/06/08) */
Trail Appliances sales person did make a mistake with regards to pricing, we did have advertising up with 10% off rebates however it was not posted on this particular product. With [redacted], we are simply an agent for their product, we do...

not own the product and have no control over pricing. We are apologetic for the inconvenience this caused. Our store manager was in contact with [redacted] to see if there was anything further that could be done and [redacted] agreed to refund the customers deposit without penalty. (We have record of this email conversation) Afterwards [redacted] was in contact with [redacted] and [redacted] agreed to sell him the fridge directly and apply the 10% discount. The conversation [redacted] had with [redacted] was Friday June 3rd, as far as we knew the situation was dealt with at that point. His original deposit was applied to the direct purchase through [redacted], because of this there was no refund to process.
This was resolved between our store manager, [redacted] and our customer [redacted] on June 3rd 2016 with [redacted] receiving the fridge at the discounted price.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]

Complaint[redacted]We purchased all new appliances in Jan 2014 from Trail Appliance in Saskatoon SK. We were convinced by their salesman to go with the [redacted] because they are among the best appliances in the business and their service is second to none. Over the course of 26 months, we have had 4 out of 5 appliances either replaced or repaired, thankfully all under warranty or extended warranty which we had purchased on certain appliances. [redacted] handles the service calls after Trail Appliances sells you the product, so far we haven't had too much to complain about other than the inconveniences of always having to get a repair tech out to service them. [redacted]. As of Mar 28, 2016, our [redacted] Fridge ice maker and freezer stopped working, the fridge portion seems to still be working. However, we have been trying for over 3 weeks to get a service man out to look at the fridge and diagnose the problem so it can be repaired. As of today Apr 18, 2016 nobody has been sent out to take a look at the fridge. We have been told [redacted] no longer has a service man in our area, Saskatoon is 62km away from where we live in Colonsay, and [redacted] will only service an area within 55km. Why is there a limit? We were told we would have to pay for the service call anyway to have them come out! We were not told this information when we were purchasing the appliances, Trail Appliance claims right on their website: "At Trail Appliances we back up your purchase with a professional parts and service team. If you choose not to repair your appliance after having it diagnosed by one of our technicians, simply bring a copy of your paid work order in to the store to receive a $50 credit towards the purchase of a new unit."Well we can't even get a tech out to look at our oversize $3100.00 fridge that is only 2 years old! The parts will more than likely be covered under the manufacturer warranty they told us, but it needs to be confirmed what the problem is. We were told by [redacted] at Trail Appliance today there is nothing more they can do and we have to follow [redacted] procedure. We do not have the tools to properly and safely remove this fridge from our modified bi-level home (lots of stairs). Now we are exposing more risk of damage to the fridge once we have to have it removed and transported for a diagnosis. How can a place sell such appliances to out of town people knowing they will not be able to be serviced as they claim they do? Needless to say we are still without a freezer and icemaker, [redacted]Desired Settlement[redacted] We want someone to come and service our appliances so we don't have to worry about transporting them on our own! Especially since the problem is common and may result in a replacement fridge anyway! [redacted] Business Response Our customer has been contacted directly this morning (July 8/2016) to discuss and address all of their concerns. Customer is in agreement to the fact that their concerns are a manufacturer issue which requires the customer to discuss directly with them.Trail has identified customer had a service provider in her area for the past 2 years and due to a retirement is no longer available. In order for the customer's appliance to be serviced - it will be required to be removed from the customer home, taken for service and then returned. Trail has offered our service to move the appliance for the customer and return it once the service has been completed for an appropriate fee. Customer has accepted our arrangement and will be back in contact once a service provider is provided to the customer by the manufacturer .