Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ****** tankless water system and air conditioner from Alberta Indoor Comfort in February 2024 and installed that same month. Once it was warm enough to spend time outside in April 2024 we noticed a loud gurgling sound coming from the tankless water system exhaust vent. We immediately contacted Alberta Indoor Comfort and sent a video outlining the issue, as has been the case since we paid the final bill, getting any response from this company has been challenging, numerous calls to both the company main line and our salesman, *******************************, have gone with the standard response of "we will get back to you" and then we hear absolutely nothing until we once again make queries and each time we speak with someone different. I have asked for the owner and a BBB member, ******************************* to call me to discuss this but repeated attempts to resolve this have gone unreturned. We were told today (2024-06-**) that we would be charged to fix this issue. Charged ? to fix an installation issue ? an install that Alberta Indoor Comfort did. I have contacted ****** customer support and they agree that this is not normal and will damage the unit if not installed correctly. It is now June and i have been patiently trying to ****** some sort of response to get Alberta Indoor Comfort to hold up their end of the contract and install this correctly. I want the job done correctly and that seems like little to ask.I also have two videos of the issue and "gurgling" sound, the louder of the two has previously been emailed to Alberta Indoor Comfort, however we have never received a response to this.As ******************************* is on the BBB ***** of ********** and this complaint is specific to herself as an owner of Alberta Indoor Comfort, I will need independent, transparent review of my complaint to have faith in this process as a mechanism to resolve this installation and warranty issue at no cost to myself as I paid for professional installation in my payment.Videos availalbe

  

  Business Response

  Date: 17/06/2024

  *****, thank you for reaching out.

  I do see on our schedule that your venting was completely re-done on Thursday ** June 2024.  I called this morning to ensure the fix went well and to see if you had any other questions or concerns, there was no answer, so I sent you a text message.

  Please let me know if there is anything else, otherwise I am confident that we have taken care of your concerns.

   

  Thanks again,

  *****

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alberta Indoor Comfort contacted me about duct sealing I said NO, and then checked the furnace and hot water and because they are both ** years old said they should be replaced I agreed to the water tank, although it was working OK, due to the mess it could make, but the cost I could not afford. They went away and got a loan of $***** for me without asking. This was for both the tank and furnace. I found out now that Financeit have released the whole $******** to Alberta Indoor Comfort and the tank cost was $********. They have to give me the difference back. Meanwhile I am paying interest on this amount until it can be cleared up. Also the employees that check out the requests for jobs are very pushy. I believe that they are going to previous customers looking for work and like me **** them into the projects. They do not give any written information until it is all paid for, they in the computer only.

  

  Business Response

  Date: 15/05/2024

  ****,thank you very much for your comments. It seems there is a miscommunication on a few things, and I am happy to clear them up for you.
  
  First of all, you absolutely agreed to, and signed off, on the duct sealing and hot water tank.  The reason the seal was not done was because needed time to arrange for safe keeping of your birds during the process.  We have several recorded phone calls where you clearly state that you wanted to proceed with the sealing, you just had to get some help relocating your birds for the day.
  
  Second,there is absolutely no way we went away and got a loan of $**** for you without asking.  These consumer loans do not work this way.  There is an application process that you went through with our Comfort Advisor, you signed off on the loan, and you signed off to accept the work as completed to fund the loan.  We do not have access to sign off on completed work, it has to be signed off by the client.  This is standard industry practice and the finance companies have protections in place that do not allow service providers to unilaterally apply for loans and fund loans without client consent and sign-off.
  
  Once you finally told us that you were not moving ahead with the sealing because moving your birds was too troublesome, we agreed to refund the duct seal amount.  No questions asked, and no charge for any of the materials that we had already ordered for your job.  Our accounting department processed the refund and sent it to you via Canada Post.
  
  ****,I am really sorry that you had this experience. It was a difficult situation that we tried our best to help you through,but in the end the duct seal refund was processed, in full.  I am not certain how we could have accommodated your needs better, however we will review your job, in detail, and see what we can learn from it.  We wish you all the best.

• Initial Complaint

  Date:30/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July **, 20** a replacement air conditioner was ordered and installed at a rental apartment. The installation was completed subject to a City of Calgary electrical inspection (that we were required to coordinate and complete). The inspection failed and Alberta Indoor Comfort was notified that the system did not pass inspection. There were repeated calls required for installation company to come are address violations including from the City inspections department as the permit could not be closed until corrected. Company issued invoice for the violation repairs (this was cancelled once they were called re: the invoice - blamed it on automatic invoicing system). The technician had responded that we should have known and understood the code requirements, sorry not a licensed electrician or HVAC installer, that is why I hired someone to do it. During the fall the system failed, repeated calls were made to have the system corrected. Multiple appointments were scheduled with their "Service Experts" who either were not able to diagnosis the problem, did not have parts to resolve the issue or just plain did not come to site / bother to advise that they were not able to come. This resulted in many days for someone to wait until the technician attended. System was not repaired, as they claimed there was a parts issue.In April I contacted the company again to seek resolution to this ongoing issue. I was advised that I would receive a call back following work day. This did not happen, I called again, same promise, same result. I called at least * more times, spoke with very friendly and apologetic people who promised I would here from the company. They arranged to have a "service expert" sent to the apartment, the "expert" was not aware of the issues, arrived on site to troubleshoot and advised he did not have the required parts to resolve the issue. The air conditioner has not functioned properly since install.

  

  Business Response

  Date: 05/06/2024

  Essentially, we have gone to Mr ***** home and fixed everything.  We were delayed waiting for parts but were always in contact with the client. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  The company failed to maintain communications waiting long periods of time between communicating and failing to respond to requests.  They did finally replace the equipment but it took many months and failed service appointments to resolve.

  There was always an excuse for poor service and never a sign of the customer service expertise they claim.

  Sincerely,

  
  *****************

• Initial Complaint

  Date:02/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Air conditioning Unit and Thermostart from Alberta Indoor Comfort sometime in June, 2023. Installation of the ** Unit was done. They did not install the thermostat becasue they did not have what I wanted in stoke. I kept calling them, and eventually they send a technician to come to my house to install the thermostat sometime in September, but the technician wa unsuccessful. I was told the *********** will call me to discuss the way forward. I was charged and paid slightly over $*** for a thermostart that I have not received since June of 2023. I took out a loan to finance the installation of the **. I am paying interest on a product (thermostat) that I do not have in my possession. I have called Alberta Indoor Comfort several times to resolve this issue. I requested them to refund me the thermostat money, if they can't provide me with the product. I'm very frustrated with them, they keep giving me the run around with no solution whatsoever. If possible, they can uninstall the ** unit and I cancel the entire contract. I just want the thermostart, or they refund me the money I paid for the thermostat. Thank you!

  

  Business Response

  Date: 07/12/2023

   

   

  We have gotten in touch with the Client and installed a new thermostat.  We did have supply issues with the originally-sold thermostat, however we have supplied a unit of equal or better quality and functionality and the Client is now happy.  The installation was ** November.

• Initial Complaint

  Date:22/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10, 2021 we contracted Alberta Indoor comfort to add a heat pump, Whole house hyper air filtration, Air movement system revisions (increased fans to help the existing furnace which was 2 years old boost air flow through the increased filters), Aeroseal the ducts, Install a heat recovery system, germicidal UV treatment and duct cleaning. The work order was made out for $*********, which did not include a new humidifier as I wished to keep my existing one, and came with a 2 year parts and labour warranty. In the contract there was $**** for duct sealing which wasn't able to be completed so the bill was reduced to $********* .After a few days of use I realized that that the system wasn't cooling properly so a technician was sent out to adjust the balance of the boost fans and furnace fan.In January of 2022 in a cold stretch of weather my furnace shut down repeatedly with a "plugged air filter code". I removed the hyper air filters and the furnace worked for the rest of the winter with just a standard filter.In Early April I left 3 messages with ***** with no response until I threatened to go to the BBB. ****** the service technician called me back and In April 6, 2022 came out do a system check. He wrote on the work order "Filters causing high static pressure. Will talk to office about solution." He left all of the filters out of the furnace and left.On July 13th **** the manager of operations came out to assess the situation. He also left the furnace filters out and said that he would get back to me. He told me to contact him directly; I have left messages for him 3 times with no response.I paid for an engineered system that works with hyper filtration since I have a sick family member and was told to by their Dr. I would like the system fixed to function as it should.

  

  Business Response

  Date: 17/10/2022

  ***,

  We attended the ****** residence on the 23rd of Sept. with the main goal of increasing the return air flow back to furnace.

  The home owners had done a major renovation in their home and as a result their HVAC duct system was meaningfully changed,reducing the amount of return air going back into the furnace, creating a highly negative pressure environment, not having enough air to properly run the system - basically chocking the system.

  We increased all openings on the return air ducting and added return air grills to their duct work allowing it to supply enough return air into the system, reducing the negative pressure,creating more air flow, allowing the system to run smoothly.  This work was performed at no additional charge.

  All filters and fans are now operating as per the design.  To the best knowledge of the writer, we have not heard back negative issues from client since this repair

  Please advise if any issues.

  Thank you,

  Alberta Indoor Comfort

  Customer Answer

  Date: 18/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  One of the techs at Alberta Indoor comfort contacted me and came out and did some work on the duct system 2 weeks ago.  I am not convinced that the problem has been rectified.  I will need to wait for some colder weather to see how the furnace reacts but this morning at -1C it took an hour to gain 1 degree.
  
  Sincerely,
  
  *************************