Complaints

This profile includes complaints for Romaniuk Heating & Air Conditioning Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Romaniuk Heating & Air Conditioning Ltd.

  8403 Davies Rd NW Edmonton, AB T6E 4N3

  
• 

  Romaniuk Heating & Air Conditioning Ltd.

  130 6040 47 Ave Red Deer, AB T4N 1C2

  

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:02/04/2025

  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.

  I have a medical disability and require a whole house hepa filter.Paid for one brand Electro Air and was installed a different brand.Have other issues with their products , multiple service appointments multiple e-mails sent no resolution or reply. Hi *******,I am still waiting on your reply regarding the Hepa Filter ******* per my last e-mail sent on the 19 of March, I do not want the unit what I got because this is not the one what I was supposed to get and does not suit my needs.Also I would like to point out the following issues:Furnace : there is a 3 degree difference between downstairs and upstairs, the technicians came multiple times, no change we get the same story all the time .Close the vents, they made us to buy a new filter ,the filter came with the furnace in September so few months old but we got one like we were told.Humidifier : humidity level does not change so my husband looked at it ,it turned out that it was not turned on since September but we were not told. Humidity still not changing after. Technician looked at it and stated that the sponge is dried out we have to buy a new one. So we did it works now, but then the next technician said turn it off because off the temperature difference.We spend over $100 on filters already on the new furnace and humidifier.A/C unit : I questioned the technicians since we have the temperature difference with the furnace, what will happen in the summer with the A/C. They said most likely the same thing but hot upstairs and cold downstairs.Also I know that we got a bigger unit because the one I paid for was not available . That is perfectly fine until someone will report it to the ***************** being to big between the 2 houses. I already got a comment that it is huge. In that case that unit will have to be replaced. Who will pay for that? I am really hoping that it will not I will have to e-mail you the rest of my letter.

  

  Business Response

  Date: 10/04/2025

  Hi Maya,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced throughout this process.

  We understand how important it is for our customers to receive timely and transparent communication, and we regret the delays and missteps that occurred.

  At your request, on April 4th we have removed the **** filter and all air filtration equipment, and were glad we were able to resolve this matter to your satisfaction.

   To confirm, we have processed a reimbursement totaling $1,884.32 to your original method of payment. This includes:

  $1,433.25 on April 1st
  $428.57 on April 2nd
  $22.50 on April 2nd

  If you continue to experience any issues, please dont hesitate to reach out. Were here to help and ensure everything is taken care of.
  Your feedback is incredibly important to us, and were committed to using it to improve our service moving forward.

  Thank you again for your patience and for allowing us the opportunity to make this right.

   Your Team at Romaniuk

• Initial Complaint

  Date:02/12/2024

  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.

  I hired Romaniuk to install a heating system that includes a heat pump. During the initial consultation process, I verbally discussed with the salesperson that the system installed must conform to the ********************** greener homes ***** program, I was told that it would but the sales person never recorded this in the contract. I would not have installed a heat pump system without the assistance of the ****** and my opening audit had already taken place using energywerx, who recommended Romaniuk as a contractor that is capable of installing compliant systems. I attempted to close my ***** Nov **, of 2024 and found that my system does not adhere to the ***** ************* I reached out to Romaniuk and they stated that they are not willing to remedy the problem as it is not strictly outlined in the contract. They have also stated they are not willing to remove the system under the "no loopholes guarantee" which applies for * years. I have previous history and a BBB filing with Romaniuk that states that their no loopholes guarantee still applies as part of my previous settlement. I would like them to honor this guarantee and remove the system in full from my property, terminating my relationship with them. I feel that this is warranted as I am not happy with their service, or the vast majority of people I have interacted with including the salesperson who mis-spec'd the system and failed to outline the requirements in the contract, no loopholes means no snags or technicalities and I expect them to honor this agreement. I DREAD interacting with this company and my previous interactions have damaged trust to the point that I do not want them in my home making their extended service agreements valueless to me. I am willing to return the previous compensation of $***** as part of this agreement so long as I am allowed to make public reviews.I have attached a PDF that contains our email conversations, of note pg.3-no loopholes use, and pg7-11 that outline refusal

  

  Business Response

  Date: 16/12/2024

  Dear ******,
  
  
  Thank you for bringing your concerns to our attention and giving us the opportunity to address them. We sincerely apologize for the frustration and inconvenience caused by the disqualification from the rebate program.
  To resolve this matter, we are offering a compensation of $*****. This includes $***** to cover the full rebate and an additional $***** for any future warranty needs, as we understand you will not be using Romaniuk's services moving forward. Your equipment warranty is processed with ******, which means any dealer can still obtain parts coverage for your unit. This parts coverage remains valid until 2033.
  
  
  We hope this resolution meets your expectations and helps to restore your confidence in our commitment to customer satisfaction.

  
  Your Team at Romaniuk

  Customer Answer

  Date: 20/12/2024

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:28/11/2024

  Type:Product 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.

  We planned to get a heat pump installed through the greener homes loan (***) offered by the federal government. We recieved multiple quote from various heating and cooling companies. We decided to go with Romaniuk heating and air conditioning and during the process of completing and signed the quote, we disclosed that we would be going through the **** They shared that they had an option in place to do financing interest free for ** months that would allow us time to complete the loan before making payment. Through some consultation will family members they shared that we may need to discuss our electrical with Romaniuk as we have a hot tub. We e brought this to their attention and they shared that they missed this on the initial inspection and quoting and would need to increase the quote. They stated that the pricing would be confirmed after installation depending on what work was needed (they gave us a range of **********) and we agreed. They completed the work on Jun 26/24. They sent a request for financing a few days thereafter and we completed the appropriate paper work. On June 28 we emailed asking for a copy of the invoice to submit to ***. They provided us with an invoice for $*******. We submitted this to *** and recieved approval, getting the funds on Nov ***, 2024. I called Romaniuk Nov 1st to ask how to pay our financing off, they stated billing would call me. No one called. I called again Nov *** to ask again, someone told me to log onto our finance it account and pay there. When I logged on, it showed Romaniuk had sent an invoice of $***** to finance it. I called again Nov *** to ask why we had recieved a different invoice than was sent to finance it. They said someone would look into it and call back. No one did. Ive called again Nov 1** *** *** ** and have not got any assistance. We are unable resubmit a quote to *** and because of their error in sending two different invoices, we do not have appropriate funds to pay our financing.

  

  Business Response

  Date: 11/12/2024

  Dear ****,

  Thank you for reaching out and sharing your concerns regarding the totals on your invoice. We sincerely apologize for any confusion or misunderstanding this must have caused.
  
  To clarify, our invoices reflect accurate job costing, and the difference in the amounts is due to a portion of our profit margin being allocated to finance the project. While this may have resulted in a lower amount appearing on the invoice, we assure you that the totals reconcile correctly in the end.
  
  To ensure everything is clear and transparent, our manager will be in touch with you shortly to go over the details of the invoice and to provide you with an updated version for GHL to address any outstanding questions or concerns you may have.
  
  We truly value your business and appreciate your patience as we work to resolve this matter to your satisfaction. Please dont hesitate to reach out if you have any further questions in the meantime.

  Your Team at Romaniuk

  Customer Answer

  Date: 11/12/2024

  
  ********** ********
  
  I am rejecting this response because: I understand the reconciled differences in the invoice. This does not necessarily matter in this case. This is not a matter of the initial quote vs the final invoice. This is a matter of the final quote provided to Finance it being different than the final invoice provided to me (the client who is responsible for submitting the provided invoice to ***). At the bottom of each document there is an invoice total for the amount owing. In the invoice sent to me, it was $*******. In the invoice sent to finance it, it was: $********. 

  I have contacted *** to ask them to resubmit the loan with the 'correct' $******** value, and they have indicated that it is not possible. Thus, we have only received $******* from GHL (as this was the invoice we submitted, because it was the only copy provided to us). This leaves $******* owing on our finance it account because of your inability to send the proper invoice to both parties. 

  We will not be awaiting a invoice explanation (as I understand them perfectly fine), and we will not be rectifying with GHL as they did not make the error and there is nothing they can do. 

  We are expecting either a rectification of the amount sent to finance it, for your error. Or a repayment of the $******* that remains owing, again due to your error. 

  We would have been perfectly happy to submit the invoice of $******** to GHL and to have received the appropriate amount owing. However, because of your error in providing proper documentation to your client, this is not such. 

  Sincerely,
  
  **** *******-******

  

  Business Response

  Date: 20/01/2025

  Thank you for reaching out and sharing your concerns regarding the totals on your invoice. We sincerely apologize for the confusion this must have caused.

  After reviewing the matter, our manager has sent you the corrected invoice, which you can now provide to Greener Homes. Additionally, our manager has contacted ************* to explain the situation and clarify the mix-up. ************* has requested that you resubmit the updated invoice to address the balance discrepancy. Unfortunately, because of privacy regulations, we are unable to submit this for you, but we are here to guide you through the process if you need it.We truly value your business and appreciate your understanding as we work to resolve this issue. If you have any further questions or need additional assistance, please dont hesitate to reach out.Your Team at Romaniuk.

• Initial Complaint

  Date:13/11/2024

  Type:Billing 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.

  I recently had Romaniuk over to my house to inquire in a furnace and AC unit. The *** was **** Svantos. Long story short if we went through the route of financing he told my wife and I that there is two options: 6 months no payments no interest, or a lower interest rate as part of their offer. We had the furnace/AC installed as we were impressed with the company and **** spent a good portion of the presentation saying how honourable the company is compared to others. Fast forward to a couple days after installation I found out that none of the terms were honoured regarding the two options mentioned above. My bad though for trusting that he would handle it, and I didnt make sure it got put in the contract. So I have reached out to **** several times starting November 3 and it is now November 12 and all I have received in return is I am calling and emailing the guy at the bank I have called finance it and they said the company puts those terms in the deal not finance it. Even if the offer is based on credit not one single person reached out to do the right thing and tell us that the offer had changed or that we could get our original offer if I got a co sign. Absolutely no communication and absolutely zero help after I let **** know. I would love to move past this problem by having you honour the terms that your ***resentative told us in our home.

  

  Business Response

  Date: 20/11/2024

  Dear ***,
  
  Thank you for bringing this matter to our attention. We are sorry for the inconvenience and frustration you have experienced.
  
  We understand there were misunderstandings regarding the contract and some issues with communication. Due to financial considerations, we offered you the best options available, which unfortunately could not be included in the standard program. Following your complaint, our Sales Manager reached out to you and clarified that the financing company has offered an extended credit program, which we mutually agreed was the best option. Since the rates are determined by the financing company, we are unable to make changes to them. 
  
  We understand that after speaking to our Sales Manager, you felt your concerns were resolved.
  
  Please let us know if you have any additional questions or concerns, or if we may be of assistance at any point in the future.
  
  All the best,
  Your team at Romaniuk

  Customer Answer

  Date: 24/11/2024

   
  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.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:08/11/2024

  Type:Billing 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.

  We decided to get a new furnace ac unit from Romaniuk, we agreed to the price and they came out last Wednesday to install Oct ****. They did not test the system before leaving and it didn't work. It took *days of no heat for them to send an inspector. He (***) said the install was not up to code, they used the wrong piping sizes, to many elbows and the wrong switches and he assured us someone would contact us first thing in the morning. When no one did I reached out, I spoke with ***** at customer support who said someone would contact me, no one did. Called back the next day upset and was treated extremely rudely by the next service *** (****) who ended up hanging up on me. After calling back and asking for a manager we were refused and told someone would be there the following day. They showed up late and after working on it they left and the system still doesn't work. We have a small baby sleeping in a toque at night, my wife is crying a lot and breaking down. Because the furnace won't turn on the glue from the piping has been in our house and causing severe headaches. I called again and was told someone would be there that day. This tech no showed on us. Called back the following day (day * without heat) only to be told a manager would get back to me, none did. Instead they sent me a text saying someone would be here at *am.. they have not shown up..... Please help! We don't know what to do. We had a working furnace and they took it and ***laced it with a faulty one and left us hanging for *days now. I'm not even sure I want them back in here, I'd like to hire a different company but am scared they'll sue to try and get payment anyways. If they do show up today sometime and get it working we need some type of compensation! This has been a nightmare experience for us. Thanks,****

  

  Business Response

  Date: 25/11/2024

  Hi ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced during this process.
  
  We understand the seriousness of the situation and regret the delays and miscommunication that occurred. Please know that we have since replaced your furnace at no additional charge, and, to the best of our knowledge, it is functioning properly. If you are still experiencing any issues, we encourage you to reach out to us directly so we can address them as soon as possible.
  Your feedback is important to us, and we are committed to improving our service to ensure a better experience for all our customers in the future. Thank you for your patience and for giving us the opportunity to resolve this matter.
  
  Your team at Romaniuk

  Customer Answer

  Date: 25/11/2024

  Complaint: ********
  
  I am rejecting this response because:
  Thank You BBB! Romaniuk would not respond to us at all until you got involved.
    They said "we replaced your furnace at no additional cost".Since that was what they were supposed to do in the first place, are they offering the furnace for free and only want labour paid? As a way of apologizing for the seriousness of the situation of leaving my family without heat for over ** days in November, or for re-applying pipe glue * times without a furnace fan to dissipate the fumes causing horrible headaches? or distress my wife suffered having to put our infant in a toque to sleep at night? On Nov ****, without ever receiving a call to see if the furnace was even working, they tried to bill for the full amount. We asked to have Ayshlee or ****** contact us to discuss, that was **days ago and they still have not reached out. 
    We are looking to have this resolved and not asking for free. However due to the amount of stress we've endure from this nightmare, we are requiring compensation. If they can come up with a reasonable offer, hopefully we can avoid BBB Arbitration. We believe Romaniuk failed to deliver the agreed upon service in a timely and competent manner. After spending time with all install crews sent, it is easy to see this was worker error, not manufacturer. After acknowledging the first install didn't come close to meeting code (exhaust piped to low to ground, return air to low to ground, pipe run WAY over legal limitations), they sent the exact same install crew back, their next attempt also failed to meet basic codes. From their own tech (*** ******) this crew again failed to apply the right piping slope to the air intake as well as the drainage system, they also ran the exhaust right next to the dryer vent which doesn't meet code and had the wrong switch installed.
  Again Thank again for helping to hold companies like this accountable to their clients! 
  
  Sincerely,
  **** ******

  

  Business Response

  Date: 11/12/2024

  Hi ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced throughout this process.
  
  As you know, we have replaced and upgraded your furnace at no additional cost to you. This included covering the labour for multiple service visits. While you originally purchased a basic unit, we replaced it with a premier model due to the ongoing issues with the original furnace and the current lack of a resolution from ******.
  
  To the best of our knowledge, the new furnace is functioning properly, so we will not be offering further compensation. However, if you have any other questions or concerns, please don't hesitate to reach out to us!
  
  Your team at Romaniuk

  Customer Answer

  Date: 11/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: The Model you replaced my furnace with was the same unit as I originally purchased. Again, by your own technicians remarks this was ***% installer error and we have documented the Numerous ways this happened. We've also have spoken with ****** HQ in the states to confirm this was not an issue with the product itself. The technicians failed to do their job, failed to test the system prior to leaving multiple times, management failed to respond not just in a timely manner, but at all.. Even now, Still no manager has taken any accountability or bothered to reach out to us. Instead of doing this at the time the issues arose you sent back the exact same technicians that caused the problem and made the suffering last for over 10days.. We will not accept this response. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/01/2025

  Hi ****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced throughout this process. We understand how important it is to have a reliable heating system, and we have made every effort to resolve the issues with your furnace as quickly and effectively as possible.As outlined in our previous communications, we replaced and upgraded your furnace at no additional cost to you. This included covering the labor for multiple service visits. While your original purchase was for a basic unit, we replaced it with a premier model due to the ongoing issues with the original furnace and the lack of a resolution from ******.From the moment you first contacted us on November ***, we acted promptly to address the problem. Within 24 hours, we had a technician at your home, who identified the pressure switch as the issue. Over the following days, we took several steps to resolve the problem, including redoing the venting, replacing the collector box and gas valve, and consulting with the manufacturer. When these measures did not resolve the issue, we worked with ****** to replace the furnace entirely. The replacement was completed the very next day, ensuring minimal disruption to your heating.Throughout this process, our manager remained in contact with you and your household. Both you and ******** expressed satisfaction with the decision to replace the furnace rather than continuing to attempt repairs. To the best of our knowledge, the new furnace has been functioning properly since its installation.We have also made several attempts to contact you since the replacement to ensure everything is working as expected and to offer a complimentary maintenance service next year as a gesture of goodwill. Unfortunately, we have not received a response to our calls.Given the steps we have taken to resolve the issue, including replacing your furnace with a higher model and covering all associated costs, we believe we have gone above and beyond to address your concerns. As the new furnace is functioning properly, we will not be offering further compensation. However, if you have any other questions or concerns, please don't hesitate to reach out to us!

  Customer Answer

  Date: 10/01/2025

   
  Complaint: ********
  
  I am rejecting this response because: 

  Hello, 
  
    I am pleased we can at least agree that Romaniuk failed to meet basic expected requirements/standards and you think compensation was needed, hence why you'd install a higher end model for free. You will then be disappointed to learn that your technicians did NOT install any upgraded "higher model". I've attached the original invoice showing the model # of the furnace we were originally getting, as well as the user manual next to the furnace we got, it's the same. I do not blame you for this misinformation, I'm guessing you couldn't get hold of a manager to discuss this or get clarity either? 
  
  As for the statement, "our manager remained in contact with you and your household" which manager would that be? Please provide any info, because I (****) didn't receive a call from any management until one of your tech's (****) gave me Ayshlee's personal #. I then called her direct, *****, before she finally returned my calls. (This was after that BBB had been involved, and I have saved phone records for all of this). It is incredibly insulting for you at say we were satisfied by ANY part of this process up to and including now. When Ayshlee did FINALLY return my call for the first time ever, she said I'll send my senior techs over and if they can't get it working they'll replace it. After 11days of no heat with an infant in the home, in winter, in ******... We did not argue her statement, is this what you mean by satisfied? 
  
    Moving forward, Now that we have agreed compensation is required, and I have provided proof that no "higher model" of a furnace was installed we look forward to your actual offer. 
  
  Thanks 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 20/01/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced throughout this process. We understand how important it is to have a reliable heating system, and we have made every effort to resolve the issues with your furnace as quickly and effectively as possible.

  
  

  As outlined in our previous communications, and given the steps we have taken to resolve the issue, including replacing your furnace with a higher model and covering all associated costs, we believe we have gone above and beyond to address your concerns. 

  
  

  Our manager has reached out to you with the offer of a 3 year maintenance and pre-emptive pressure switch swap as this has been identified as the root cause of the failure with these models, in which you declined and did not want us in your home. Further discussion is scheduled with the management team to discuss your counter offer of the request for 35% off the gross amount. Once a decision has been made a manager will reach out to you again to discuss. 

  
  

  However, if you have any other questions or concerns, please don't hesitate to reach out to us!

  
  

  Your team at Romaniuk

  

  Business Response

  Date: 21/01/2025

  This is an update from our manager for Romaniuk and the results of a phone call with ****. He has spoken with **** today and  our response to this concern is to process his invoice at ** ******T equalling $** ***, Romaniuk will then pay the difference in cash card of $******.

  Customer Answer

  Date: 28/01/2025

   
  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. Assuming everything goes as discussed in my conversation with ******. 

  Thank you BBB for your help in this matter! 

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:30/09/2024

  Type:Product 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.

  Deposit for new furnace and A/C unit July 31 2024 It was a signed contract which they reneged on Sales *** said would not cash deposit till work started They cash cheque then call to say they are coming out to do work but have to replace all return air ducts for another$ ******* so I said i do not want this.They should not of cashed check for starters and have not returned my deposit yet .

  

  Business Response

  Date: 20/11/2024

  Hi *****, 
  Thank you for allowing us the opportunity to resolve this. We are happy that you were able to speak with our manager and confirm that the payment was deposited directly into your account.
  
  
  If you have any other questions, please don't hesitate to let us know!
  Have a great day,
  Your team at Romaniuk

• Initial Complaint

  Date:09/09/2024

  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.

  Hi, I am complaining for my AC unit which is installed by Romaniuk in 202*, after which I am keep having problem. On September ****** my unit was broken down and stop cooling my home. So I called Romaniuk and requested them an emergency appointment, but they had schdule it for September *. Then technician came and said system was frozen so he said he cant do diagnose. Then I have requested him what should I do next? He said Romaniuk will contact me, but no one contact me yet. In addition, its heat warning in my city, so me my family and pet stayed in ** degree environment for * days which creates problem for my pet and he is ill. After which I tried to call Romaniuk, and its call centre who is answering phone and keep giving me new appointment and not having enough information about my follow up on existing service appointment. So, Romaniuk only interested in Selling new equipment and when its comes to Repair and service you have to deal with *********** who dont have any idea what they are doing, and you cant get a hold of Romaniuk employee to have responsibility for repair or at least have information on what next they gonna take for this. I request BBB to help me out this situation and requesting a replacement new unit as this unit is keep giving me trouble its been * times I have service and repair call in for this AC unit.

  

  Business Response

  Date: 24/09/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns regarding your ** unit. We understand how frustrating it can be to experience issues, especially during a heat warning.

  I appreciate your detailed account of the situation. I want to assure you that we take such matters seriously. After reviewing the technician's findings from your recent service appointment, it appears that the issue stemmed from the furnace rather than the ** unit itself. The technician confirmed that the blower motor was not functioning, which can affect cooling performance.

  We sincerely apologize for any inconvenience caused by the delay in communication and the challenges you faced in getting updates. Your feedback is valuable to us, and we are continually working to improve our service process.

  If you have further questions or require additional assistance, please feel free to reach out. We are here to help!

  Thank you for your understanding.

  Best regards,
  Romaniuk Heating & Air Conditioning

• Initial Complaint

  Date:08/07/2024

  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.

  We had an air conditioner installed on June **, 2023. First off the estimator came and we decided on a location and size of A/c unit. He looked at the existing blower/furnace and looked at the exterior of the house. When the installers came they could not install where he said to put it because there was some venting there. They ended up having to put it *** away from furnace. Within a week it froze up. Had them come out. Was told we needed a bigger ***** for furnace which would cost over *****. We were not happy about that. I played telephone tag with them and they had a few technicians come out. Never came to any resolution and they never bothered calling me back. Terrible communication. First time turning the air conditioner on this year and it has froze up. Phoned them and asked to speak to a manager. They cannot transfer you you have to wait for someone to call you. We are very upset with this.

  

  Business Response

  Date: 12/07/2024

  Hello ****,

  Thank you for reaching out and sharing your concerns regarding the installation and performance of your air conditioner. We sincerely apologize for the inconvenience and frustration this situation has caused.

  We want to assure you that we are actively working on your issue. Our team is reviewing the details of your installation and the subsequent challenges you have faced. A dedicated manager will be in touch with you shortly to discuss the matter in detail and work towards a satisfactory resolution.

  We appreciate your patience and understanding as we address this matter. If you have any immediate questions or additional information to share, please feel free to reply to this email.

  Best regards,

  Romaniuk Heating & Air Conditioning

  Customer Answer

  Date: 21/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: this has been on ongoing issue since installation in June, 2023. We have yet to have a working air conditioning unit that functions properly  

  When we received the original quote we expected the estimators expertise would cover all that was needed to install a working system. Within the first week the ** was freezing up and not cooling the house, after a technicians  troubleshooting we were informed that the blower on the furnace was too small for the unit. A new blower was quoted at over $**** in ****** of 2023 two months after the new ** was installed. We are currently awaiting another quote for a new blower from Romaniuks latest visit. We are disappointed in being sold a system for over $**** only to find out that we need to put almost that much more into it to actually get it functioning properly. We are having trouble understanding how the *** thousand dollar blower was not included in the original estimate.

  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 29/07/2024

  Dear *********************************,

  Thank you for your detailed feedback and for sharing your concerns. We understand your frustration with the ongoing issues and the additional costs that have arisen.

  We have come up with a solution and are currently trying to reach you to discuss the next steps and find out what you would like to do.

  We acknowledge that the situation has been prolonged and that additional costs are a significant concern. We are committed to addressing these issues and will update you with our findings and proposed solutions as soon as we hear back from you.

  Thank you for your patience during this process. We look forward to hearing from you soon.

  Sincerely,

  Romaniuk Heating & Air Conditioning

  Customer Answer

  Date: 06/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: they have come to us with a solution, but we do not want this file closed until the air conditioner is working. 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:08/02/2024

  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.

  I had this company install a heat pump and the technician told my wife he left a bare wire taped inside the panel and we are worried it will start a house fire

  

  Business Response

  Date: 09/02/2024

  Dear ****,

  
  Your safety and peace of mind regarding your heat pump installation is our top priority.
  We had an Electrician confirm there was no hazardous wiring. The tape you mentioned is electrical tape that was simply used as a non-conductive marker and posed no danger as there aren't any energized exposed wires.
  We understand your concerns and are keen to resolve this matter to your satisfaction. We will reach out again to ensure any miscommunication or misunderstandings are rectified and you are comfortable and satisfied with our work.
  We look forward to speaking with you soon!

• Initial Complaint

  Date:25/01/2024

  Type:Product 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.

  We had an HVAC system quote completed by ******* ******* from Red Deer Romaniuk Heating & Cooling on August 24, 2023 and were quoted a price of $15,538 (before tax) to do a complete install of a full HVAC system at our house. ******* told us that if we had the installation completed before the end of August, that we would also receive a $500 ******* gift card. For this very reason, we rushed the installation and arranged to have the assessment and installation completed before the end of the month. The complete HVAC system was installed on August 30, 2023. We paid in full (a total of $16,314.90 - which is the quote + GST) and were told we would receive out gift card within a few weeks of our installation. Fast forward to October 13, 2023 and I emailed ******* ******* to inquire as to why we hadn't received the gift card yet but he was away so I got an auto-reply stating to forward my email to **** ********* (the Sales Manager) who said that if we qualified for a gift card, we would receive it in "the next week or so". We heard nothing from anyone so I reached out again on December 5 to **** and cc'd ******* inquiring as to why we still hadn't received it. **** replied on December 6 stating that he would "send another request for it to be mailed out". **** emailed me the next day (December 7) and said "It has been approved and should be mailed out right away". We heard absolutely nothing for another month so I reached out AGAIN on January 7, 2024 asking why we still hadn't received the gift card. **** responded on January 8 stating that he had checked on the status of the gift card and it was mailed out of the Ontario office that morning and was on its way. We heard nothing. My wife called and spoke to someone on Monday and then again on Wednesday to follow up. I received text messages yesterday (January 24) stating that the gift card would be in my email by today and I have received nothing. Obviously this company has lied on multiple ocassions now, I'm over it.

  

  Business Response

  Date: 26/01/2024

  ****,

  We are sorry there has been so much confusion around your gift card. Additionally, we are very sorry this has been your experience with us. We have confirmed your gift card has been sent out and you should have it in your inbox! Thank you for your patience while we got this sorted!

  Customer Answer

  Date: 26/01/2024

  
  
  Complaint: 21201786
  
  
  
  I am rejecting this response because:

  Despite multiple emails stating they’ve sent this gift card, we have not received it in any folder within my email - Not Junk mail, not my Inbox, nowhere. We have even called to ensure that they typed in my email address correctly and no one will confirm or deny that they’ve checked this. They won’t confirm the email they’ve sent it to and we don’t have anything so this response gets us no further ahead.

  Can you please ask for proof of the email it was sent to and the date(s)? They have said it was sent multiple times but that’s either untrue or they’re sending it to the wrong email address. No one seems to want to accept accountability and no one will follow through apart from emails with empty promise that it will be/ had been sent.

  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 29/01/2024

  Good morning ****,

  We apologize our communication has left you feeling frustrated. To be completely honest and transparent with you, I've included some screenshots as proof that we have sent the gift cards. When we originally sent your gift card via email, I realized there was an error (it was missing the letter 'K'). I rectified this situation by sending you another gift card to the correct email address on January 26th. According to our records, it was delivered on January 26th. Since you still haven't received it, we have sent it again this morning and it says it has been delivered.

  Please don't hesitate to reach out if you still haven't received this and we will figure out another option!