Complaints

This profile includes complaints for Spears Sales & Service Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spears Sales & Service Ltd.

  6980 Palm Ave Burnaby, BC V5J 4M3

  
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  Spears Sales & Service Ltd.

  11 19725 Telegraph Trail Langley, BC V1M 3E6

  

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:14/08/2023

  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.

  Spears ***************************************************** replaced a ****** new sewage pump at our basement on November , 16,2022. As per their technician's advice, we need to clean the pit which was found a large amount of grease so that the new pump will work properly. He recommended me to go to ******* pump truck service to clean the pit. I arranged ******* to clean the pit a few days later.The new pump was working properly then. About 40 days later on Jan 3, 2023, the new pump stopped working and we called Spears and they sent a technician that morning to adjusted up and down a bit the float, which took less than half an hour to fix the problem. However, the pump stopped working again in the afternoon. The next day Spears sent the same technician to adjust the float again. The technician told me it is the float issue and he fixed it in less than 20 mins.As Spears told me the new pump covers 2 years warranty, they should not have billed us for these two visits at $300.25 each. They put the blame that we hired ******* to clean the pit without their supervision that caused the float issue. Please note this allegation is not established as the new pump stopped working about 40 days later. We requested Spears to cancel the two invoices but they just cancelled one. They insisted that they would not provide us further service if we don't pay $300.25. The new pump stopped working yesterday (August 11, 2023) and I called they more than five times without response. I left the message to ask them to provide me the new pump model and serial number so that I can go direct to ****** in vain. I am really frustrated and helpless. I hope that BBB will advise Spears to cancel this invoice and perform 2 years warranty service.

  

  Business Response

  Date: 22/11/2023

  To whom it may concern at BBB
  We have worked with this customer for several years now and believe there is a miss
  communication that we cannot seem to get past. A sanitary sump station consists of many pieces -
  pumps, valving, piping, float switches and of course debris. Many things can happen inside a
  sanitary sump station that are certainly not in our control or considered warranty of a pump. We do
  not offer a 2 year warranty on service, we are not responsible for what goes into a personal sanitary
  sump station. We wish this customer all the best.