Complaints

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• Initial Complaint

  Date:01/02/2023

  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.

  In March 2022, I hired D&E Furnace Exchange/****** ******* to install a furnace and everything that I need in relation to **** as well as the City permit for $7K. I have provided to him the bldg. permit as well as the floor plan.During the **** rough-in inspection the result came out with multiple deficiencies (missing kitchen vent, W/D vent and air dumper) he charges $1K add'l for all of these. I was disappointed that I must pay these add'l fees even though I have explained to him why I hired him (see FB chat), he has the copy of the bldg. permit & the floor plan. To prevent delays I gave in and paid $1K. I also paid him add'l $150 for return air grills (w/c is already included in the contract). He then installed the kitchen vent, W/D vent and air dumper.After a few months, the **** final inspection was done and It turned out the **** sys. have multiple issues again. I have given him access and all the info. (wiring drawings, etc.) that he required and even paid re-inspection fee ($163.50) due to so many deficiencies and site visits by the City inspector. After I have provided what he need and despite the verbal and written explanation from the City inspector (see Final inspection note) that no additional fee should be charged to the home owner as it is within his scope and of the permit he would like me to "again" pay add'l fee to fix it.This time I did not fall into his trap of paying him add'l fees for the job that is under his scope of work and permit. With the City inspectors approval, I got someone to fix and complete the job. See note from the approved permit. Since he did not complete his tasks, I already paid him additional fees for the work that was in his scope plus the stress, delays and inconvenience that he has brought to me and other people that was involve, I would like to be absolve to the remaining 20% ($1,600) of his bill and provide me with the valid paid invoice.******** are the supporting docs: Contracts, FB chat & permit results

  Business Response

  Date: 15/02/2023

  You need to understand the written scope of work in the contract that is our basis for the contract amount.
  
  Let us be clear on the actual HVAC scope of work in your secondary suite.
  
  First is to install a separate furnace that provides heat and ducts to distribute the air in each room. This is what you contracted with D&E.
  
  Second is the ventilation system, since the secondary suite is now a stand-alone unit, a dedicated exhaust for kitchen, dryer and washroom is necessary to bring out air, however the furnace had the system to bring in air to balance it. It is drag to interlock with the bath fan to serve as your principal ventilation system. D&E did the kitchen and dryer duct while your general contractor took care of the washroom, including the wiring to interlock it with the furnace.
  
  The HVAC permit I requested for the new furnace and duct
  also covers the ventilation system, which falls under the general contractor's scope of work. It stays open until everything is complete.
  
  Now focusing on the issue: The fact will show whose responsible for the mistake. The general contractor accepted the bath fan scope of work with the corresponding cost charge to you. Installed it, including wiring connections. However, Three failed inspections shows hes not knowledgeable on the ************************ as evidenced by the wiring diagram provided.
  
  Given the circumstances, D&E should not be blamed for the error, and the cost of fixing the mistake should not be shouldered by them. Instead, the general contractor should be held responsible for the mistake and required to cover the cost of rectifying the error.

  Customer Answer

  Date: 21/02/2023

  
  Complaint: ********
  

  
  I believe it was also written on D&E's contract that it includes the City permit application and testing & commissioning which you failed to complete; hence you breached the contract and the remaining balance will not be paid.

  I would not be surprised if I was the first unfortunate customer whom you provided this type of service because if you are knowledgeable and have experience, we will not reach to this point. And I dont mind if I am the first customer if you deliver what was promised in the contract.

  Fixing ************* (and make the air dumper work) was the tip of the project and yet you made it so difficult for everybody just to get additional fee.

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

   Sincerely,

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

  Business Response

  Date: 07/03/2023

  Our contract is for the installation of a new furnace in your basement. Everything in the contract scope and description of works, has been completed properly, which includes obtaining the city permit and performing testing and commissioning. The furnace testing and commissioning were carried out before operating the unit, and it has been in operation for over a year without any issues. Moreover, it passed the city inspection as acceptable. Therefore, the Contract is 100% complete.

  
  However, the **** City Permit was left open and was extended to include the whole house's secondary suite ventilation system, which falls under a separate contract that D&E and your general contractor split. D&E installed the fresh air damper, while your general contractor installed the bath fan, including the wiring and interlocking. Unfortunately, it was installed incorrectly, and any correction required should be shouldered by the general contractor.

  
  D&E completed the project professionally, transparently, and in good faith. You are now benefiting from your new furnace, delivering heat to your home throughout the year. We trust that you will honor the contract and pay us the remaining balance.

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