The Brick

I purchased a brand new washing machine Oct 5,2023.

Washer was delivered with a painful 2 days of rescheduling and loss of 2 days of work. No explanation and no accountability.

Once the washer was delivered The first cycle was ran. The dryer was stacked on top and was thrown off after the washer shook violently. The dryers wires were ripped out of the wall and the washers brand new detergent tray was ripped off.

I called the local brick where I purchased the washer and was told i should have bought a stacking unit…meanwhile the washer is on the floor and they are stacked tight in a closet space. At no point did they take any responsibility, just found ways to blame me. Keep in mind this washer was inside the house for approximately 2 hours! Turns out the motor inside was loose causing these events to unfold…nothing to do with a stacking unit or the installation which they also accused us of not doing properly.

The local brick (Canmore) were too busy to deal with my challenge so i was passed onto a customer service agent in Olds AB who started their conversation with..Im sorry we cant help you because u didnt purchase a stacking unit or have us install the washer.” Never mind that i was sold a faulty unit, but it wasnt their problem. She offered to give me the number to the manufacturer but there was nothing they could do. Again? This was a brand new washer purchased and had been in my house less than 24 hrs. The Brick has completely washed their hands of me and said they cant help!

What kind of service is this? I did my part and paid for a brand new washing machine. All i asked in return is to be sold a working and properly functioning machine. They have taken zero accountability and offered literally zero help. It’s honestly Unbelievable! I will NEVER purchase anything from the brick again in my life!

So now i am left with a broken washer and am completely fending for myself in trying to find its replacement. Appalling service.

Yesterday at 1.30 pm I got my new washer and dryer installed, (Samsung compact set).

I turned on the washer stayed around for 30 minutes then I went outside when I came back I. The house was flooded. I started drying the floor as quick as possible water with towels and blankets. The fire and smoke detector in my basement/storage was on so I vent down and it was flooded too.

I dryer as much as quick as possible and turned on two dehumidifier in the basement.

While drying the floor I noticed that the washer water pipe was hanging from the machine it wasn’t installed in the drainage system.

I called the brick collingwood, the installer came back and secured the drainage with a ziplock to the intake water pipe.

I stated the machine again and realized that it moves so much when spinning my all house vibrates.

Then I turned on the dryer and it does a very strong concerning metallic noise.

So I can’t use them.

My floor has water under I need you to open a claim and to pay for the damages and to replace these machines because the are not working properly.

The fire alarm is also damaged because it got flooded as well.

I may have to go to rent a fan and I think that should also be part of the cost you should pay.

Please contact me asap

Order placed September for delivery on October 4th. It was explicitly stated that we would be out of the country until the third and expected the delivery on the 4th at any time. On the third, we received a phone call saying they could not deliver the product because we didn't call to confirm two days beforehand. The earliest they could deliver would be the 6th. On the 6the they delivered a broke product and when we called to return or exchange it they told us to wait 3 more days for them to pick it up and further for them to replace it. When we told them that was unacceptable, they hung up on us. Twice. Finally we requested a full refund for the still sealed bed and bed frame(with one box opened but nothing removed) for the horrible service we received, the broken product we received, and the rude words from the store manager.

They then refused to refund us in full.

Order number 082733AJVRS
ALLISON AND STEVE
Washer was delivered 2 weeks after ordering
Washer delivered yesterday
Even the brick new we had no working machines
Anyway apparently the dryer is cheaper in the flyer this week
We would like a rebate or refund
The sales person was very nice but not very knowledgeable of the product
We would like to have had light inside dryer but nothing
Please advise us what we need to do next

I moved into my newly built condo furnished with brand new appliances supplied by the Brick on August 16, 2022 and was given an opportunity to purchase a 4 year extended warranty for approximately $1000.00 covering all my major household appliances which I paid.

Fast forward to Sept 13, 2023 (day before my birthday) my Samsung Model#NY63T87S fan is continuously cutting in and out as well as running constantly on high at times for extended periods.

September 13, 2023 at 1536 hrs PST I contacted The Brick warranty line at [protected] mins) where I was advised it was past the 1 year mark and I would have to call [protected].

September 23, 2023 at 1541 hours PST I spoke with someone for 9 minutes where they advised they had no record of anything and were unable to help me.

September 13, 2023 at 1553 hours PST I called the Brick in Langley, looking for Sylvia Dewitt who I had purchased my extended warranty through however was not currently in office and was given another number to contact.

September 13, 2023 at 1555 hours PST, I contacted Sylvia Dewitt at [protected] where I spoke with her as she apologized for the inconvenience and sent an email cc’ing me to [protected]@thebrick.com.

September 18, 2023 at 0951 hours PST I contacted The Brick National Customer Care at [protected] only to be advised that they could not assist me and provided me with a phone number of [protected] that did not work.

September 18, 2023 at 0955 hours PST I contacted Sylvia Dewitt who again apologized and provided me with a number for Sandra Williams (Commercial Project Coordinator)

September 18, 2023 at 0956 hours PST I contacted Sandra Williams at [protected] who also apologized and cc’ing me in an email once again to [protected]@thebrick.com once again with my original invoice number 060912Z0181B along with my extended warranty invoice 071122ZWSOQ requesting them to contact me with my full name, phone number to arrange for a technician to visit.

September 20, 2023 at 1415 hours PST I still have not heard anything via phone calls or emails regarding my oven and attempted to follow up with Sylvia who was unable to answer. I then made an attempt to contact Sandra at 1416 hours who also did not answer.

September 20, 2023 at 1417 hours PST I contacted The Brick at [protected] minute call) requesting to speak with a supervisor or manager however was advised they were all in a meeting and unable. The employee was also once again unable to help me and advised he would be leaving soon and I requested him to have someone call me back after their meeting.

September 20, 2023 at 1431 hours PST I contacted The Brick Customer Care at [protected] where I spoke with a male named “Christian” however was unwilling to provide an employee number or last initial after being unable to help me as he stated the file was locked and there was someone by the name of “Franck Tako” already dealing with my file and I am to call them at [protected].

September 20, 2023 at 1439 hours PST I contacted [protected] and spoke with a female Christina who initially advised I had the wrong number when looking for help with my warranty. Upon voicing my frustration, she advised she was in claims but would try and assist me as best she could. When I advised Christina that I was referred to this number looking for a guy named Franck Tako” she advised he did not exist. Christina advised she would try and have someone contact me by 3pm PST the following day.

September 20, 2023 at 1531 hours PST I received a call back from “Hafeez” from [protected] who advised he was looking into my file as we speak and stated the next available technician he could get to me would be hopefully on Friday September 22, 2023 (unknown time) but states the technician will phone me in the morning to arrange a time.

I have googled the issue which seems to stem from a faulty thermostat containing two screws. The fact that this oven is on the higher end of appliances and being only 13 months old and already having issues speaks to the quality of appliances being sold by The Brick not to mention the Customer Service and wasted time and run around to try and get me appliance still under warranty fixed. There is a select few people such as Sylvia, Sandra and Christina that I commend for at least trying to help however I feel like the majority don’t give a f*ck and seem to pass you around person to person. I would rate The Brick’s Customer Service / Warranty a solid solid 1/10 at best.

I have since had to discard food as it has gone bad and I do not have room in my freezer, not to mention the ordering food/ eating out.

Conclusion: The Brick is quick to sell you things, however if something happens even under Warranty you’re on your own. After the time I’ve wasted being passed around person to person having to fight for something to be done for something I paid for is ridiculous in itself. My hope is that the time I have wasted writing this will save you the trouble in future. Think twice before purchasing from the Brick, they sure like to give you the run around.

I purchased a KitchenAid fridge from your Park Royal, West Vancouver location in February 25, 2020 with warranty understanding that the fridge would be under warranty for 4 years and in that 4 years, repairs or replacement of fridge would be covered. In April of this year we had to make a calm with King & State and unfortunately after 5 technician vi calls from April to September 6 the fridge still does not work and we've been inconvenienced now for 5 months and kept being told that that fridge would not be replaced until 3 service calls were completed. King & State final solution today (Sept 6, 2023) was to give me a Brick store credit of $2582.37 which will not cover the cost to replace the fridge which I paid $5135.69. Also we submitted a food spoilage claim July 5 and contacted them 3 times to see where our claim was sitting and still no one has contacted us for the lose of food valuing $469. It disappointing when I made several purchases at your stores over the years and this is the end result of a depreciated fridge credit to your store.

I would be happy to discuss this matter further by phone so that we can come up with a mutual agreement on the replace of our KitchenAid fridge. I can be reach at [protected]. My understanding in King & State will be sending the credit to Park Royal store in the next 1 to 2 business days and I must use it in 30 days so we hope to resolve this issue soon. Please note we will be out of the country Sept 19 to Oct 7 and unable to be reach by phone but can be reach at babin.[protected]@telus.net - thank you.

Purchase Invoice for KitchenAid fridge is 022502DWRRA

Serial number of fridge is K933300611 and model #02252DWRRA

I have been dealing with issues on my Maytag Washing Machine about 3 years, and it’s still not fixed.

I have a large folder of emails also phone calls to The Brick’s Head Office, Trans Global and King @State Insurance, to no avail.

All three companies just keep passing the buck.

Why The Brick keeps dealing with this insurance company is beyond me, they will find every way not to pay up. The extended warranty was a joke.

The Technician came out about 6 times and eventually rebuilt the motor and it still doesn’t work. I heard him tell his boss, if it doesn’t work this time it is toast.

The insurance company said it had run out of warranty and could not send out another Technician. I could not get her to understand or she didn’t want to that when the first issue was reported it was still under warranty. I think it is only common sense that it’s not the customers fault if the item breaks down and the repair man doesn’t fix it in the warranties time.

I just wish I had read the reviews on all 3 of these companies.

Please stay well clear on extended warranties The Brick tries to sell you on appliances, this an awful Insurance Company.

I have now had to go and buy a new washing machine, and it’s not from the Brick, I have spent my last dollar with them and I am telling all I can about their service.

Brenda

The customer care are so rude and I had a worst experience with brick after you buy something they don’t care about you . I bought queen bed , sofa and love seat from there on aug 3 in the delivery date 29 aug they delivered only bed and didn’t inform me about sofa and love seat after that when I went to store they told me it’s out of stock then why I put 30% advance money there to hold these stuff . And bed frame bar is not perfect size so my bed still not fixed customer care said it should be like that I paid them aug 3 and still I am not using my furniture they are working in bit of pieces I wish they have 0 star so I can go with that