WestCoast Appliance Gallery — Local services in Victoria

Purchased a major appliance from WestCoast Appliance earlier this year, has been working great since purchase. I had intended to make subsequent major appliance purchases from WestCoast Appliance but then the owner went on a long rant on social media about a customer that received a non-functional device (his own tech said it needed a replacement control assembly within a week of delivery), threatening her with a lawsuit and calling her unreasonable for expecting a product he sold to work. To be clear, WCA's policy includes techs on site and warranty repairs for malfunctioning new devices so they did not leave the customer without recourse, just without a new working device, and I don't think it's entirely within WCA's hands to simply replace a device since the manufacturer might have them in a tight supplier contract. That said, these issues are not the customer's fault and lashing out at them was not a good look for the company. Particularly since the owner claimed the delivery team always does a comprehensive job and they didn't for me, at least, leaving my install incomplete and the device largely untested. Again, though, I was happy with my purchase and had planned to make my next large purchase from them again, but the owner's social media diatribe gives me pause - what if they sell me a malfunctioning fridge, and I am left for weeks or months waiting for a part and potentially other hidden malfunctions down the road because the device they sold me was a lemon? WCA doesn't make these appliances, but if a supplier is providing duds that's a problem between WCA and the supplier - the customer is paying WCA for a new, working device.

PROs: Appliance I purchased works great (I've had it for months, regular use, no issues), was delivered on time, and price was decent.

CONs: Install team did not complete the install (left 10% for me), did not thoroughly test the device but apparently their policy was to do so. Company has a policy that malfunctioning devices will not be replaced, owner lashes out at customers on social media and calls them unreasonable for expecting products to work.

Edit: Thank you for taking the time to reply, but I think you're missing my point, Fred. Like I said, I like the device WCA sold me. It wasn't hard to finish the install myself, and I didn't expect a thorough testing at that time because I believed your company would stand by its products. I am now more informed, thanks to your commentary, and when I order another device from WCA I will have your delivery team test the device thoroughly before they depart.

Perhaps you feel attacked by Ms Palmer's post, or even by my review. I like the appliance your team sold me, and odds are I will be a WCA customer again. The issue here is the lengthy tirades arguing that legal clauses obviate WCA of the responsibility of selling working devices. Ok, but that does not make WCA look reputable. I'm not sure why you aren't seeing that, but most consumers expect pretty much one thing from a retailer: that they are selling a working product.

I actually appreciated a lot about your post, including the details about industry standards and your company policies. I think a post defending your company from criticism is warranted. I nonetheless took you to task for calling your customers unreasonable, because believing the new appliances your company sold them will work is maybe the most reasonable expectation a consumer can have, and for threatening them with a lawsuit for being critical of your policies. People are allowed to be unhappy with the quality of your services, my friend, and unless you think they broke the oven and lied about it you should really have their backs here, instead of blowing up at them. Maybe that doesn't mean replacing the oven, because maybe the manufacturer has you in a binding contract and you would have to eat the full cost of a new oven if you did that, but it doesn't make any sense at all (imo) to lash out at customers because your supplier is unreasonable. The supply chain is your responsibility, not...

UPDATE: UPDATING MY REVIEW

May 2018 Since posting my previous review, the onwer of Westcoast Appliances contacted me. He was upset with my review. We discussed the fact that I had, in the interim, had a journeyman plumber and a Navien Tankless Water Heater specialist come to examine the Navien heater. Both men confirmed that the tankless water heater was performing properly.

The owner agreed to come back to my home with two of his experienced service technicians. They were able to tell the owner that only cold water was filling the washer. The owner has now agreed to contact technical staff at Electrolux Canada to try to determine if it was either the hot water valve or the motherboard in the washer that was not working. If it was neither of those two components the owner told me they would provide no additional support. All three men have just left and I will wait to hear back from them. I told the owner I would update my review and this is the update.

March 2018. I purchased a brand new Electrolux washer and dryer. It is 4 months old. The washer has never, ever worked and West Coast service came, examined the washer, and told me there was nothing wrong with the washer. They told me that West Coast appliances was not prepared to do anything else to attempt to resolve the matter. The washer was still under the manufacturers' warranty.

The problem is the washer does not allow hot water to enter into the machine. I have been washing with it for 4 months and everything I have washed it a dirty gray. Since there is no hot water, my powdered detergent does not dissolve properly and I have had to carefully chip it out of the dispenser. I have had to switch to liquid detergents. Even after switching to brand name liquid detergents my whites have become gray.

I have hot water in my two bathroom sinks, my kitchen sinks and my shower/tub but I cannot get hot water in the washer.

I contacted the salesman Geoff but he is not prepared to do anything.

This is a brand new high end washer that has never worked. West Coast has refused to provide any further help. When I googled this problem, there were numerous entries about Exectrolux washer that would only wash in cold water. No hot water to washer. Some of these folks eventually got help from Electrolux Canada and sometimes the dealer eventually fixes the problem.

I live on a disability pension. I saved for several years to buy a high quality washer and dryer because I was tired of paying to repair and older Kenmore washer.

No one else in my condominium has problems with their washers, which are Samsung. I wanted a better washer because I am immuno-suppressed and have numerous allergies. I need to have very clean sheets and towels. I cannot afford to take the washer to the dump, let along buy a replacement. Right now I have a friend doing my personal laundry because I developed a skin condition from laundry that wasn't properly washed. This is a temporary arrangement. I have no idea what I am going to due but I do know that West Coast has been useless. In my case, they...

I never post negative reviews, however given the response from the owner to my daughter's honest review, I'm here. I called on Nov 9th, and requested a tech to come replace the belt and rollers on my dryer. I gave the lady i was speaking to the make and model of my dryer, and anyone over a certain age knows when the dryer makes a squealing sound exactlly what the problem is. I was given Tuesday the 14th by the lady who speaks very good English. Tuesday no call, I left a message with the service dept answering machine. Heard nothing back, ended up calling the sales dept. And a guy from there went to check. Came back and told me it was actually Thursday the 16th. Did not hear from the lady in the service dept. Until Wednesday. She blamed it on a language barrier, and confirmed Thursday the 16th. Thursday comes, no call at all. I called and the same lady answered. She then said I was wrong it was booked for Friday the 17th. I reminded her that both she and the guy in sales confirmed Thursday the 16th. She said she'd have someone call me with a time. No call.. Tech shows up at 430 pm...unannounced. Diagnosed the repair as being it needs a new belt and rollers. He would order the parts, and someone would call in the morning to arrange the repair. Also told my husband he was sent here last minute. You can guess...no call on Friday. I called them after lunch, the lady had no idea if parts were ordered or when they would return. I was in the presence of my family, and in a public space. I at no time was angry, nor did I raise my voice ever. I'm pretty chill, no idea why the owner of a business would make up a story like he did in his response. Honestly was very sad to have wasted 3 days, for a universally used dryer repair kit to be installed. I ended up getting it from Amazon for $28.00 and installed ot Saturday! Will never use this business again. Terrible service. In response to the owner, I will call the bbb today and file a formal complaint. I have all my call logs as well. You are clearly a bully and untruthful in your response to complaints. Definitely unprofessional. I ordered the parts on Friday and recieved them Sat am. Fred just makes stuff up. I called at 11:51 on Friday per my call logs. Anyone can click our Google accts to see our reviews. The last bad local review I gave was 5 years ago. I was able to file a review with the BBB, as I haven't requested anything from wc there's no complaint for bad service, or unhinged owners such as Fred. It will be reviewed by their team and posted within a few days. Thanks for the idea Fred. Also...who is Daisy? You should have checked your records. You guys have done maintenance on our dishwasher a few months ago. Happy to say we have printed copies of your original responses!! Again I didn't even see the technician as I was busy and not expecting him. He only spoke to my husband. The owner Fred is just making things up. Libel for writing false statements about both myself and my daughter. None of the conversations he's claiming happened took place. There is and never has been a...