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:27/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  it all started well until they were about to finish,they asked me where I work and how is work going and where I lived,as well as how much I paid for the duct cleaning: I answered it all. I had my ducts cleaned on Sep **** and they came here today Sep **** 2023. My furnace and AC have been working without issues for at least two years and up to the minute before they arrived. They started straight to work, however after about ************************************************ that the furnace is not working and decided to replace the 24 volts transformer (it was working right the minute before they touched it, they de-assembled it as part of their inspection service) and I replied that yeah may be it was about to break glad it happened now, then later after another 15 minutes, they told me that its not the transformer and rather there was a ground wire loose, and I said oh glad it happened now better than in winter, I started feeling like please , can you put it back together and leave ! they spent total of just under 2 hours and instead of the agreed on price of $***+gst they charged me a total of $***. I do not know if they changed the transformed and why not put original back in or gave it to me, and why I have to pay for this because who is going to believe them that the furnace became faulty after they de-assemble it without them being the cause. I paid it all and they left leaving AC and furnace working. can't thank enough but I think this wasn't right, they either did not know how to put it back and it took them more time to figure out charging me the extra time, or decided to do this because they had no other appointments (however that's a guess). in summary, agreed to service a furnace and AC that has been working for two years and while they are working on it they couldn't get it back to work before making me pay them extra, there was not at any time discussion about price consequences and I had not approved or not or had chance to any extra repairs .

  

  Business Response

  Date: 28/09/2023

  This is an unfortunate result to what I had understood was a positive experience from the customer.

  We charge $*** to service a furnace or air conditioner in any home and then charge $** for any additional appliances in the same home. This is a flat rate fee that is discussed openly and is reflected by the descriptions in the charges on the invoice. The majority of this invoice was preset charges that would have been specifically discussed with the customer at the time of the initial booking.

   

  In this particular instance it was determined that a loose connection on the common wire to the furnace was the reason the furnace did not operate immediately after service. This is something that can happen with equipment that has not been serviced frequently or when moving parts and/or wires during the normal process of maintaining equipment. A loose connection can often cause no harm until the connection point is agitated which is unavoidable during a proper maintenance service. Our mechanics were able to diagnose and resolve a pre-existing issue and resolve with minimal additional charges (30 minutes of additional labor for 2 technicians which is $*****). It is incredibly unfortunate that this customer felt the communication both prior to the service and during the service was inadequate as we have a nearly 20 year history of top level service backed by our A+ rating and 5 star rating on every other ratings based website which speaks to our integrity. I will happily refund the full service value to this customer as it is clear they do not trust our company.

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

  DR Heat & Air 

  Customer Answer

  Date: 28/09/2023

  the business accepted to refund me however they wanted to issue a full refund which I refused. I requested to be refunded for the additional charge only. the business explained to me today that the ** is additional charge and I replied if I know that I would not have serviced it.after a little of stale they accepted to refund the additional charges only, which was the amount of $****** returned to my debit card into my bank account. when they were trying to let me take the full refund they mentioned its there preference that I take full refund and have no more connection with them because my BBB saying indicates I am not satisfied with the service, which I explained that I would update the BBB to reflect my satisfaction with the furnace service and that we settled the issue.
  

   

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

  Customer Answer

  Date: 28/09/2023

   
  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.while the business attempted to refund me the full amount, I rejected that and only requested to be refunded for the additional charges only. I have been refunded the additional charges, I am satisfied to pay for their service of my furnace. the business came to my house and refunded me back to my debit card. thanks
  
  Sincerely,
  
  ***************************