Complaints

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

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  Fonda's Plumbing & Heating

  1232 Township Road 384 Red Deer, AB T4E 0P1

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  Fonda's Plumbing & Heating

  Po Box 12016 Sylvan Lake, AB T4S 2K9

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:26/09/2024

  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.

  In May 2024 I called ******* Plumbing and they came out and made list of what needed to be done to the building. The plumber checked out the furnace and order parts for it. In July **** let me know I hadn't paid the bill. I let her know the work hadn't been done. She called back later and informed that plumber no longer works for them and hadn't told anyone about the job. So the work done on Aug. 9, 2024. **** called and emailed me 2 invoices, first and second visit. I paid over the phone with my credit card. I went to submit the invoices to the accounts person, to get paid, I noticed on the second invoice they doubled charged for the Level 1 Diagnostic from the first visit ($150 + tax). I called twice, Sept., 2 & 3, but **** said the person was in a meeting or left early. The following week I find out the furnace isn't working and went to the building to check it out. Next door was ******* plumbing working on the neighbors home. I talked to ***, one of the plumbers and let him know what was going on. He said he would let his manager know and that if it was their fault it would be covered under warranty. I talked to the owner on Sept. 13, he said the same thing about the warranty and would find out why I was not reimbursed. **** calls me and asks if I just want to stop and just get reimbursed and leave the furnace work as it is. I asked her if it is warranty work the visit there is no charge and if it's another problem there is a charge? She said yes. I said send someone out then. They came Sept. 18, did the work and said it was warranted and there is no charge. **** calls me asking if everything went ok, I said yes. I asked about the reimbursement, she said no, this was a charge, level 1 diagnostic charge and a furnace inspection, but they waved the inspection charge. The last invoices say no charge and nothing says there was a charge or one was waived. I called **** back and told her to tell the owner ***** ***** it was not over.

  Customer Answer

  Date: 26/09/2024

  Dear BBB; I would like the refund of $150.00 plus $7.50 for GST = $157.50 for the Level 1 Diagnostic charge from the second invoice. You can see that they charged it on the first invoice and again on the second invoice. Thanks *** ********

  Business Response

  Date: 12/12/2024

  Good day.

  I would like to resolve this issue with *** ********. I would like to add we have tried on multiples occasions to contact him and refund the one diagnosis fee, even though we gave him a free furnace maintenance on the furnace  for the mix up The cost of that service would have been $408.00 before GST. We was also given a  10% for the Mix up with the repairs on invoice  #******** of $132.80. We have apologized  for the mix up of the first visit as we had to let the tech that was on that job go for issue just like this one.  *** has been nothing but super rude to all our staff, I understand his frustrations but mix up happen and we did correct the issue as soon as it was brought to our attention.  We are willing to DO the refund of $157.50 even though we have given him a total of $540.80 in discounts and free services.  

   

  Please let me know how we can get this all cleared up.

   

  
  Thank you,
  
  ******** *******
  Manager
  Fondas Plumbing & Heating
  *********************************************************************************************************
  ************
  
  
  
  ************************************************
  

  Business Response

  Date: 12/12/2024

  Good day.

  I would like to resolve this issue with *** ********. I would like to add we have tried on multiples occasions to contact him and refund the one diagnosis fee, even though we gave him a free furnace maintenance on the furnace  for the mix up The cost of that service would have been $408.00 before GST. We was also given a  10% for the Mix up with the repairs on invoice  #******** of $132.80. We have apologized  for the mix up of the first visit as we had to let the tech that was on that job go for issue just like this one.  *** has been nothing but super rude to all our staff, I understand his frustrations but mix up happen and we did correct the issue as soon as it was brought to our attention.  We are willing to DO the refund of $157.50 even though we have given him a total of $540.80 in discounts and free services.  

   

  Please let me know how we can get this all cleared up.

   

  Customer Answer

  Date: 16/12/2024

   
  Complaint: 22343892
  
  I am rejecting this response because:

  I was quite shocked at the response from ******* Plumbing office staff. 
  
  First of all I never have received any phone calls, texts, mail or emails (which can be proven) from ******* Plumbing.  Nothing since ****** call around September 19, 2024, informing me that work was not a warranty service call (even though the tech said it was) but that this was a chargeable service. On the final invoice #******** it does say, "Furnace inspection" not a "furnace maintenance" service as was stated in the response.  There is no other information that there was a free furnace maintenance charge and a free diagnostic charge totalling $408.00. As you can see by their response, they were going to charge the diagnostic charge on every visit by claiming they were giving a discount of $540.80. 
  
  Second, there was a 10% discount because of the mix up for the repairs on the first invoice. I waited patiently since May's first visit for a call back for the service to be done on the furnace and other items. It wasn't until July that they called me about the first bill not being paid. I was waiting to call them, but we had a couple heat waves and I knew they would be very busy but they called during the second heat wave. The work on the furnace was not an emergency for me during that waiting period. So a time in August was arranged to do the work on the furnace and other items.  The first and second invoice were finally received on August 22, 2024.
  
  Third, I have never been rude with any of the journeymen plumbers that I talked to or with those working on the furnace. I have never been rude to the receptionist ****** or to the owner ***** *****, who called me personally about the furnace not working. I was respectful and reasonable with them. I am a respected member in the community of ******** and am friends with the Town Office staff and with many people and businesses here.
  
  It's unfortunate it has come to this, I feel bad because not only did they lie to you and me, they slandered me as well. Because these were donated funds to fix the building, I think it's best to get the refund of $157.50. Please note that all the journeymen plumbers were all professional and I had no problems with them or their work ethics. It's unfortunate that the one journeyman missed the small vacuum hose that was not properly reinstalled, preventing the furnace from working. 
  
  I will never use or recommend ******* Plumbing again.
  

  Sincerely,

  
  *** ********

  Business Response

  Date: 16/12/2024

  Good day

  As per the statement " I think it's best to get the refund of $157.50" we would like to do the refund how would you like us to send the refund?

   

  Thank you 

  
  ******** *******
  Manager
  Fondas Plumbing & Heating
  *********************************************************************************************************
  ************