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Business Profile

Plumber

Star Mechanical Edmonton
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Star Mechanical Edmonton's headquarters and its corporate-owned locations. To view all corporate locations, see

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Star Mechanical Edmonton has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 April 25 I had Star Mechanical do an assessment of my basement plumbing after a backup event. The technician came and identified a sag in my service line and a separation in my yard and located it in my yard with paint. My insurance covers service line repairs so I opened a claim and my adjuster required the report documenting the initial findings to support the claim. In the following weeks I reached out to Star repeatedly to get some kind of documentation to give my adjuster. They did provide me with 2 screenshots and 1 video. I spoke to 2 separate service managers and followed up with both and still got no report. Today (June 1) I had another contractor come and reinspect the line so I could get the documentation I needed to support my insurance claim. The second contractor inspected my line and could identify no separation. It seems as though Stars technician inspected and located my storm water line and not my service line.

      Business Response

      Date: 06/06/2023

      We would like to sincerely apologize for the service provided and the lack of communication following the initial service call.  We will issue a full refund for the payment made on April 25, 2023 in the amount of $414.75.  This refund will be processed against the credit card the payment was taken from.

      Again, our apologies.

      Customer Answer

      Date: 06/06/2023

       

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



      I have reviewed the response made by the business in reference to complaint ID 20130031, and find that this resolution is satisfactory to me.




      Sincerely,

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

    • Initial Complaint

      Date:06/02/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 payment dispute with this company. I was charged by ***** $310 CAD for a water meter replacement due to a situation in which I had no ability of preventing. ***** does not believe this is something that they will have to pay for.

      Day 1 of the furnace failing, I actually contacted them immediately upon noticing that the furnace was not working as our place of residence was sitting at +6 degrees celcius. They took over 1 whole day to fix it and by then the temperature had dropped below 0.5 celcius (max thermostat temp) and into the minuses. This lack of response by Star Mechanical, unfortunately caused some damage and for some of the water pipes and the entire water meter to freeze. This led to ***** needing to replace the water meter for a charge of $310 to my energy bill as an adjustment. ***** refuses to talk to me to resolve the issue and instead he demands to speak to my landlord. I am not under the impression that this is a fair response as I am the one currently being charged for the lack of service.

      Business Response

      Date: 07/02/2023

      We were called out to this residence on December 20th through the builder of the unit; the reasoning for the delay in initially getting out to the home was due to the fact the builder gave incorrect contact details and we were not able to get into touch with either the renter or the owner. 

      When we first arrived it was found the furnace was frozen due to tenant's garage door being left open which resulted in the freezing of the furnace.  Our service tech informed the renter and the owner of the property to get a heater into the room to thaw the frozen water in the heat exchanger and to call us back once it thawed; we instructed the renter as well as the owner of the property that this would have to be monitored until it thawed.  During the thaw period is when the damage occurred to the water meter which could have been avoided if properly monitored.  The tenant informed our service tech when he was out that he wasn't fully aware of how long furnace wasn't running as he was upstairs in his room with an electric heater. 

      This call should have been a billable charge due to the events that caused the freeze up however we did not collect on this.  If reimbursement of the water meter is being asked for we suggest asking the owner of the property to pay; Star is not responsible as this would have all been avoided if the garage door closed; especially during the winter months.

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