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:11/08/2022

  Type:Billing 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Number one most of the things they are saying are not true, upon arrival the technician called me and I told her to check the fan belt and filter first.  I know for sure that was the problem why it's not working, secondly the technician didn't asked me to check the air conditioning. I already called someone to do the maintenance and I was advice that the pump need to be replaced from the original company who installed the air conditioning and not them found that pump needed to be replaced.  When I check our video surveillance I saw them on the ladder for the airconditioning and I called the technician right away not to touch the airconditioning.  I was the one who told their technician that we are waiting for the parts, not them finds out that was needed a new pump. I was surprised why they sent 2 technician with a vey tiny place and the techinician also mention that they will not charged me for the airconditioning ?  They invoice me for first hour rate of $185.00, plus 3 hours labour for $120.00 per hour for just replacing the fan belt and filter?  What is the first hour charged for, they didn't replaced the fan belt & filter for 3 hours and I can proved it ?  You have to adjust the invoice to a reasonable amount and please justify the first hour charged of $185.00 ?

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

  d about the invoice amount and after 2 days they replaced the invoice****** for $634.14 and $545 labor charged reduced to 4 hrs. which is still rediculous. *** ***** ******* ******** **** * **** **** ** **** **** **** * *** **** ****** I called them the 2nd time that I'll not pay the adjusted invoice, the person I'm talking will not adjust the invoice *** * ********* ** *** **** **** *** * ********* ** **** *******  I'm willing to pay 1 hour labor & parts plus the applicable tax which I think reasonable. ** *** **** *** ********* ** ************* * *** *** ***** ** **** ** ** *** *** *****  Thank you, * **** *** *** **** ** ***** ******** *** ** ** ****** ********* ***

  Business Response

  Date: 01/09/2022

  In response to the concern expressed (** *********). 
  
  We were called to attend to a faulty exhaust
  system, which was installed by Airstream in August 2010. At that time, we were
  immediately asked if this would be a warranty call.  Given the time elapsed since installation, we
  indicated no warranty was applicable and informed the client of our terms.  As this service call was requested during abnormally
  hot Vancouver weather, Airstream provides preferential service responses to
  existing service agreement customers. 
  Although ****** is not a regular service customer and does not
  participate in a service program, we responded with urgency due to the client's
  request. In addition, it was made known to Airstream that this service call
  should be classified as preferential as a cook had passed out, while working during
  the heat wave.
  
  Our technician and apprentice arrived and
  found the equipment in very poor condition and not maintained.  The Makeup Air Unit, which supplies fresh air
  to the kitchen, was completely blocked and had not had the filters replaced for
  an extended period.  In addition, the fan
  belt and pulleys were also worn and damaged, and required replacement. Finally,
  when after we looked at the Make-Up Air and Kitchen Exhaust Fan, our technician
  asked ****** if she would like us to look at the HVAC units on the roof. ******
  agreed and asked us to look. While investigating the other HVAC units, our
  technician advised ****** of a failed condensate pump on the air conditioning
  unit. ****** advised that another company had ordered a new pump and would be
  replacing it, however since the filters were extremely dirty, asked if we could
  clean them.
  
  Our technician informed ****** of the required
  replacement parts and approval was given on site to proceed with the
  repair.  Airstream drove to a local
  supplier to source appropriate parts, while the apprentice remained on-site
  cleaning the unit and performing general maintenance duties, including the air
  conditioning unit, until ********** returned.
  
  Regarding our invoice.  Clients are expected to pay for a reasonable
  set-up time.  This equipment was in very
  poor condition due to its lack of maintenance and required extensive cleaning
  and service to return to reliable operation. 
  The parts which were needed were identified and sourced. The technician
  was then required to travel to the supplier, purchase the appropriate parts and
  return to install.  We stand by the
  4-hour charge and find it reasonable given the condition of the equipment, poor
  service history and expediency we performed the work in, during an extremely
  busy time, ensuring the business can remain in operation.
  
  To look with 20/20 hindsight and indicate all
  of the above could be performed within a one-hour window is not
  reasonable.  *** **** *** * ***** ******** *** ******* ** ******** *** *** ********* ***** **** ***** ** ********** ****** *** **** ******** ** * **** *** ********* *** ***** ****.  We have been in business for over
  32 years under the same owners, and we stand by our honourable reputation of
  charging fairly for work performed.