Trail Appliances

Appliance Retailers
Calgary AB T2H
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60%

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Reviews for Trail Appliances

Average customer rating:
5.4 10 (219 reviews)

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Ed Marselle from Calgary
Ed Marselle from Calgary
3 reviews Calgary, AB
0/10

Hoodfan comes crashing down but Trail claims installation was sound

I purchased all the appliances for our custom built home from Trail.
As part of the arrangement they were also contracted for the installation of all appliances. On Nov 9, my hoodfan (HF) came crashing down. It's dented and damaged and the impact also damaged my range. The Trail sales guy I dealt with says it can't be fixed. The fall could have injured or killed me or one of my family.
Trail was given access to my home while I was at work to take the appliance down. The HF was disconnected and set down in our living room on some cardboard. When I inquired about the loss, they tell me to go through my insurance. The insurance company inspected the damage, explained the damaged HF could not be claimed, but the resulting damage to the range could be. However the damage to the range is less than the insurance deductible. It was noted during the inspection by the insurance rep that Trail did not install the HF with all the hardware that was supplied by the manufacturer. I have communicated this to Trail, but they don't respond. The earlier explanation they provided was that the HF was installed for 5 years without any complaints and was a sound installation. I have communicated with Trail customer relations. I requested the original installation report and the report when they inspected the fallen appliance recently. They refuse to provide any information and they tell me that the burden of proof that the installation was not completed correctly is on me. I spent about $26K with Trail for the original appliances and then an additional $4K when I added a water softener, second dishwasher and a bar fridge. I would advise others to stay clear of this company. They do not accept responsibility for their errors. A quality company would be working to ensure something like this doesn't happen again and would try to correct their errors. Not Trail, they don't care about their customers.

Approximate cost of services:
$7,000.00
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Company Response

Trail appliance has been very clear with the customer in regards to our position

Install over 5 yrs ago, no complaints since it was installed. The doc's the customer is requesting are our internal notes and will not be released to him. Customer is claiming that we installed the hoodfan with Glue and now the glue has given way and caused the Hoodfan to fall. The hoodfan was installed correctly and the glue was used to hold shims in place to prevent the hoodfan from vibrating on the customer's glass tile and to sit straight in the opening (as in most cases the walls or floors in homes are never completely straight and require shims. As clearly shown in the pictures the customer themselves provided the required brace of wood and connection going through the wood (into stud) to secure the hoodfan to - install was to the manufactures specifications.

Helen
Helen
0 reviews Calgary, AB
10/10

Purchased a refrigerator

I went to Trail appliances to buy a French door refrigerator. Thomas was my contact through a friend and he gave me great service and a good price for my chosen product. Im happy with my choice. I can add more once I receive the fridge next week .
Helen Enns

Approximate cost of services:
$2,700.00
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Company Response

Good morning Helen
Thank you for sharing your most recent shopping experience with us and kind comments for Thomas. We look forward to your additional feedback once yu have your beautiful new fridge in place.
403-212-8548 Patricia

Private User
Private User
Private User reviews Oshawa, ON
10/10

Workers

Really nice costumers his name is gurjit hes really nice and a good worker, and daman great help really nice

Approximate cost of services:
$1,700.00
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Company Response

I am happy that you had the chance to work with Gurjit and Daman; and that you found them helpful. We look forward to seeing you again. Thank you.

Jason 403-250-2818
Jenelle 587-349-7530

Private User
Private User
Private User reviews Oshawa, ON
0/10

Awful customer service

Purchased all our appliances for our custom built house with Trail. Multiple appliances had failures and warranty issues over and over, some were issues caused by their installers. I dont hold the product failure against them at all but they really couldnt care less about the issues we experienced in the least. Didnt even get a reply after we realized after a couple years the dishwasher installer had failed to take a plug intended for transport out which caused the poor quality of wash and that the door wouldnt close properly. Last straw was another warranty failure with a water softener under the ten year parts warranty, and they wouldnt even book an appointment unless we prepaid for it (not give a card in advance literally pay weeks in advance of them coming) , no care for the fact that the dodgy nee leaked all over and caused damage, not sorry at all. No understanding of the frustration of all these issues weve had (I didnt list them all) just too bad. And they are the only authorized dealer for Kinetico so baically if we want to parts warranty we have to pay them. They also dont have a license to take prepayments as a registered prepaid contractor. I told them I wouldnt ever by anything there again and they did not care.

Approximate cost of services:
$90,000.00
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Company Response

Thank you for speaking with me today. I look forward to working with you to get your Kinetico issue resolved as quick as possible. We will talk soon.

Jenelle 587-349-7530
Patricia 403-212-8548

Private User
Private User
Private User reviews Oshawa, ON
0/10

Installation of dishwasher 2 months ago the dishwasher is falling out no installer to fix it

Installation is unsafe no installer to come theyre on vacation case was escalated told to tape it

Approximate cost of services:
$1,800.00
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Company Response

Thank you for your review. We would like to look into this situation further but would need more information. Please feel free to contact us directly at the below numbers. We look forward to speaking to you.

Jenelle 587-349-7530
Patricia 403-212-8548

Patricia
Patricia
1 review Airdrie, AB
10/10

Refrigerator return

I purchased a great new fridge only to discover it was too wide. Having difficulty reaching my salesperson his alternate called me and in less than an hour had arranged a pickup of the larger refrigerator and delivery of a slightly smaller one. The salesperson was extremely helpful, efficient and professional. I would highly recommend Trail Appliances.

Approximate cost of services:
$2,500.00
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Company Response

Good morning Patricia
Thank you for sharing your recent purchase experience with us - we are thrilled we were able to get the perfect fridge in place for you. Please stop by for another visit with us soon.
403-212-8548 Patricia

Brett
Brett
0 reviews Calgary, AB
0/10

Took my $4000 and gave me a broken fridge.

I bought a fridge from them and the ice maker sound like a jet engine in my kitchen. Their service reps are trying to gaslight me by saying nothing is wrong, but I've never heard a fridge sound like this in my life. So I guess I've been conned out of over $4000 this place should be avoided they will not help you.

Approximate cost of services:
$4,189.00
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Company Response

Hi Brett, thanks for speaking with me yesterday. I am confident with the new information you provided we can work together and find a resolution.

Thank you,
Jenelle 587-349-7530
Patricia 403-212-8548

Private User
Private User
Private User reviews Oshawa, ON
5/10

Simple product pickup fail

I bought a water filter, and talk to the sales person over the phone. He collected my information and said that it would only take a few moments to pick up the item. When I went to pick up the item there was confusion about the order number at the sales desk, at the reception area, as well as in the delivery area. I spent over 45 minutes making this single transaction. Promises broken. My time is important. Im not coming back here again. I cant imagine how a more complicated purchase would look.

Approximate cost of services:
$500.00
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Company Response

I am sorry this was your most recent experience with us; this is not our usual standard. If you would like to give us some more information so we could look into the situation further,please contact us directly. We hope you give us the chance to prove our dedication to customer service. We appreciate your feedback.
Jenelle 587-349-7530
Patricia 403-212-8548

Aric in Calgary
Aric in Calgary
0 reviews Calgary, AB
0/10

Poor product quality and lack of accountability.

What a disaster of an experience with this company.

Purchased a new Electrolux washer/dryer set on Sunday March 13. Unit was delivered on Tuesday the 15th. The good part of the story ends here.

Halfway through the first cycle, a large amount of water began flowing from the ceiling on the floor below the washer. Water damage on three levels of the house in total. Flooring damage, ceiling damage, and door/trim damage.

Restoration services were activated by the home insurance company that evening and Trail said they would send someone next day to look at the unit.

No one came the next day, but they did finally send someone the following day (two days after the incident).

The Trail technicians assessment was that the leak happened from one of the pumps where a tab had broken off. My guess is that when they were brining it in, they put it down a little hard were the technicians words used to describe what probably happened. Sounds like a nice way of saying the delivery people dropped it Sure am happy I decided to record that conversation for evidence.

Trail was no help during the insurance investigation. The original unit was gone, and their official response did not match their technicians on site assessment.

Trail accepted no responsibility for this damage. My insurance premiums have gone up, and now I have to disclose water damage in the sale of my home (when the time comes).

Approximate cost of services:
$3,000.00
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Company Response

Aric,
We are happy you took the appropriate actions to ensure your property would be repaired in a timely manner. Thank you for taking the time to speak with us; and find a resolution. We look forward to assisting you in the future.
Jenelle 587-349-7530
Patricia 403-212-8548

jill
jill
0 reviews Calgary, AB
10/10

kitchen and laundry equipment renewal

Kayla at the SE store was professional, flexible,knowledgeable and easy to work with. The 4 Trail employees who came to deliver and install were equally so. Great service!

Approximate cost of services:
$7,000.00
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Company Response

Jill, thank you for your review. That is great that Kayla was able to work with you to get you the appliances that are best for you.We will be sure to pass on your kind words to Kayla and the delivery team. Enjoy your new appliances and we look forward to assisting you in the future.
Jenelle 587-349-7530
Patricia 403-212-8548

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Trail Appliances

Trail Appliances offers Western Canada’s largest selection of home and kitchen appliances. Experience the Trail Difference with our expert sales staff and unparalleled customer service today! Calgary North, Calgary South, Calgary Central, Edmonton South , Edmonton North and Saskatoon.
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