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Business Profile

Heating and Air Conditioning

4 Seasons Home Comfort Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair 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.
    We contacted 4Seasons in August 2024, and by August 13, 2024 we had been provided quotes for a new electric furnace and a heat pump, units and installation. We were informed on our quotes that an install of said units required an electrical amp and panel upgrade, as we were having solar installed at the same time, we assumed the solar install included this upgrade; on this assumption we were asked, by a 4Seasons representative for our solar installers contact information so questions could be asked about the electrical panel upgrade. I have been informed that the upgrade could have, and would have been done when our solar was installed, had this representative informed them, or us, so we could have informed the solar company of the need for this upgrade. The onus is clearly on 4Seasons as the professionals, with ANY concern, or responsibility to their client, to be sure everything was in place for their install. As a result, no upgrade was done, and 4Seasons sent their install teams to install their units, upon partial installation the teams became aware that the electrical upgrade had not been completed, and therefore the install of the heating could not be completed. It took a month and a half with no heat, for the necessary permits and work to finally be completed. Yet this is not all, when the teams came to do the unit install, neither unit was installed properly; firstly, we had, multiple times, to each team who came, expressed concern and requested that the heat pump be secured in place properly so that it does not shift and sway with the severe winds we regularly get in our area, this has still not been done. Secondly, neither the electrical, nor the installation teams, had any idea how to install the units. It took 3 separate attempts to get the electrical install done correctly, likewise for the heating units to be installed correctly and functioning, this included not bringing the right equipment to complete the job, and the wrong thermostat for the unit.

    Business Response

    Date: 18/11/2024

    Thank you for reaching out to me. I do know of this problem and we have sent an offer to the customer to hopefully that hopefully she is contented with.

     

    There were issues on the job. The first was with the electrical panel. I have attached a screenshot of an email that she sent us once we had explained that the panel was not covered by us. We understood that the miscommunication had been clarified. It seems the customer is having second thoughts. This was not covered by us, nor did we know which company was doing the solar upgrade. We did send specs across early to ensure the customer was getting the right equipment. When this was found not to be the case we looked to try and solve the problem.We looked to the electrical contractor we deal with regularly on our installs and who knows the product. They did the background work for upgrading the panel, but the customer was not happy with their price. The customer looked to us to use a different company but still finance the costs. Which we did without any compensation for.

    We hired this same company to do the connections and wiring for their units. Which did not go smoothly unfortunately. We did get the problem solved the next business day, but it was over a weekend. We did offer and bring electric heaters to keep the customer warm. 

     

    Business Response

    Date: 18/11/2024

    As for the unit being unstable. We had 3 crews over the time of this install that went to their house. 2 of the 3 crews had said that this unit was stable. I do understand that the customer felt it was not and with that we went today and fixed this so that this would be stable for them. With that we have completed the job and made and attempt at coming to a resolution with the customer.

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