Trail Appliances

We bought a Panasonic OTR microwave from Trail Appliances and it stopped working after 7 months. When we approached them for repair under warranty they refused to cover the repair under warranty. As per them we used oil in cooking but the range hood fan is not designed for cooking using oil. They said range hood fans of OTR microwave are Ok with steaming or some minor cooking. The manual of the appliance did not warn about cooking using oil. At the time of purchase we specifically asked this question since we love cooking. We were never warned about these limitations before purchase. If you are buying anything from Trail appliances, please do not depend on the warranty of the appliances if Trail appliances do the repair on behalf of the manufacturer.

We bought a new fridge on Nov 28, 2019. It is a Whirlpool fridge/freezer and to date we can not get the the fridge to stay at a constant range between 30F to 40F. It either got to warm or to cold. Setting 3 it is to warm and setting 4 it is to cold. We tried to contact Whirlpool because the user instructions does not really apply to the fridge we have and it seems that Whirlpool does not care to help, in fact the model of the fridge we have does not exist on their page. We are beginning to think that going to Trail Appliances was not the best thing.

Update to this. We were lucky enough to get a reply from Patricia at Trail Appliances and explained what our problem was. She took action and contacted the North Calgary store. Troy the manager of the north store contacted us and made arrangement to have the fridge exchanged. We met with the sales person Mikaela today and had everything done with zero problem. This was the first time I ever dealt with Trail and they are not our appliance store. Just a super group of people. If you are looking for anything in the appliance world, talk to Mikaela or Troy at the Trail's north store, you will not regret it. Thank you (all 3).

Happy with Trail until we got our furnace installed. Great guys and good job but simply not happy with it. Fan is weak, AC won't cool lower than 22. After numerous inquiries and service visits it was determined all equipment was fine. They explained how it all worked and explained all the safety features to prevent it from being overworked or froze over - and to protect then from warranty calls. So in the absecense of possible issues that may arise, they have installed a fail safe system for them that barely keeps us cool.
Went in today as it is now getting hot and they tried to first sell me a service call to check equipment. Well after 6 visits last season we all know it is good...it is operating the same as when new....the same as when we were not happy with it in the first place. Lol....bumped the complaint up the chain to the mechanical manager at the south Calgary store and he could only say it has been more than a year so nothing can be done. They took up the whole hot season sending techs out to ensure us equipment is good. We waited until this year hot season and it still sucks. Bottom line: make sure that when they choose the furnace and ac for your house, you get them to check all equipment at once if you are not happy with the product...as opposed to drawing it over til winter. Or maybe buy in fall. Regardless of which, I watched the mechanical manager deal with it quickly which a shake of the head and what looked like laughter as he sent the nice service manager and advisor to break the news.
Filled our whole house with appliances, tankless hit water, water softener, garage heater...all good people and happy with product....but dont let em sell ya on a good deal for furnace ac pack...and make sure if not happy just say that and keep saying it within a year so you dont get sheistered into keeping crappy product.

Cheers

I bought a washer /dryer combo and had it delivered. It never worked properly and made a knocking sound.

After 26 emails, told to phone service companies myself, sending out installation guys that were to be disguised as service guys, talking to 2 managers, being passed around on the phone over and over, trying to pay the difference to get a new unit and the payment web page never loading (told it was a bank related issue), giving my credit card over the phone and having the payment processed at 9:00 am then receiving a phone call from the sales guy at 10:00 am to tell me to get my payment done in the next hour or I wasn't getting it delivered that weekend, I finally got the new unit.

The new unit was bigger than the other one so was told I had to take down my shelving myself and that dispatch would be calling me within a half hour to book guys to come and get it set up. I waited an hour, no call. Called 3 times and finally got someone to come out and get it finished up.

I have had it now for over a week and zero follow-up as to the issues I had or to see if the new unit is ok.

I will never shop here again.

Not delivered on time as promised, poor customer service, they won't answer you properly, wrong promises ,never buy your stuff from there, you will for sure regret, I am based in Calgary and we bought it from North east store, paid in advanced so it can be delivered on time but they don't as promised

We are totally disappointed,moving to new home but these weird people created a way lot trouble by not doing delivery it on time.

Now they are providing loaner to convince us and I think they will not deliver our appliances on time, can't trust this kind of worse services.

I will never buy any appliances with them again and so do will make our friend and family aware.

In this day, where people have to work to have money to pay for appliances, they will not accommodate a time for service. They will not give you a window of time and expect you to have a full day to schedule a service call. I understand a morning, or afternoon, but not a whole day and they do not work on Sat or Sunday.
They may have great service when wanting your money to buy, but it is not worth it to try and get something serviced.
It was all new appliances with Calbridge homes

We built a new house with Morrison Homes and Trail Appliances was our appliances partner. We had to choose the appliances with Trail appliances and was helped by Gordon. He is the most knowledgeable, calm and patient sales person you can ever meet. I have seen bad sales people and good sales people, but very rarely we meet exceptional and that is Gordon for sure. I do not even know how many times I bugged for changes, price matches and random questions. Every single question was answered patiently, I heard bad stories about sales people referred by builders do not care much about the customers as they are not real sale numbers.

Trail Appliances is a very decent store different than the big box stores and liked the pricing, service and responsiveness. We installed Kinetico Softener with Trail and the installer was prompt, quick and gave us enough details about the system.

i would definitely recommend Trail Appliances and thank Gordon for helping us out.

We purchased a floor model fridge and had it delivered within 3 days. Upon arrival the bottom drawer had incurred rubbed damage. I was in touch with Sales Consultant, B. Stevens. Through a brief conversation and cell pics, B Stevens brought this to the Manager and we received a NEW fridge in replacement. Tremendous service! It was replaced with one week. We couldn't be happier! THANK YOU!

It's very sad that our builder, Slokkerwest, uses a company with such poor customer service. We had an issue with our appliances and the builder spoke to the technicians. Sadly, he came with a really terrible attitude. My husband is a very calm person under pressure, but yet, this technician was raising his voice at him.
The problem? Our dishwasher is horrible, putting it mildly. It doesn't wash clean, doesn't dry and the water with all the calcium, stays on, white and ugly. We use a certain type of dishwashing soap that we have used for years with our other dishwashers and it comes highly recommended. The technician came demanding (yes, demanding) that we use finish dishwashing soap for our dishwasher. We were only explaining to him that we had used this soap on other washers with no problems, and that change is good but why a certain type of soap? His response (not quoting verbatim) was that if we didn't want to listen to him, it was our business. I was shocked, as all we had asked him (after listening to him) was whether it was compulsory that we only needed to use ONE type of soap, and his tempers flared. I'm glad he couldn't say the same for the terrible washing machine we were given, as he saw 5 different kinds of premium washing liquid bottles, all unfinished, in our washing room, yet the appliance was not working. I had to tell him 'No need to yell. We are not arguing. We come in peace'. I am certain he will do the same thing to another customer. We'll talk to our builders and we hope they replace these appliances which by the way are only over 3 months old. I won't advise anyone to get appliances from Trail. And even if the appliances were OK, the customer service (as exemplified by the service tech we saw yesterday) isn't!
Update: This Update is written after the company response below.
We have called Trail appliances a second time after we used the 'FINISH' dishwasher and a rinse aid. The dishes do not come out clean, except of course if they went in clean. The rinse aid dries the dirty water onto the dishes. The technician from Trail wrote in his report that the unit is working properly! He did not even take a second look at it when we were showing him how the dishes look. How could he possibly conclude that the unit was working properly? No checks for water pressure, or to see if enough water is going in, or something...
By the way, there is a rubber flap coming down from the dishwasher and this shows that something has not been properly installed as in the picture. But no, they won't agree that anything is wrong with their installation.
My husband has called them a second time and they redirected us to Samsung, who have re-directed us back to Trail. We will follow to see where this leads!

We bought a full set of “high end” appliances from trail two years ago. Since then the microwave has failed twice, the fridge once and dishwasher once. The warranty service has taken weeks and in some instances months to get these issues addressed. They over book their repair people and have no interest in getting our work done. Very disappointed.