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:05/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The Company is not providing essential service without the costumer's detailed credit card information given to them via the *********** is a serious privacy problem and besides it the company can charge to the credit card as much as they wish even without any service being executed.Our heat pump, located within the apartment unit, is not working, we are without heat and the company is not willing to come to the location without the conditions mentioned above.We are willing to pay for whatever the cost involved might be, but we are not willing to give out our credit card data.We are wondering if the company has the right to the claim described before.

  Business Response

  Date: 05/11/2024

  Hello,

  Thank you for allowing us the opportunity to address the complaint.
  
  It is Werner Smith Mechanicals policy that all *********** calls require a credit card & work authorization form to be completed to secure an appointment. The form clearly outlines that payment can be made by cash, cheque, or credit card upon job completion. The credit card is not charged until the work is done, and customers receive the technicians report and invoice total before any charges are processed.
  
  If customers are uncomfortable providing credit card details via email, we offer several options which were explained to Lenke when she spoke with our Service Coordinator on October 30, 2024.
  
  1. Call in the credit card information.
  2. Request the building to place the service call if they live in a contract building, allowing back billing to avoid a direct credit card transaction with WSM.
  
  Another option is they may choose a different service provider if they prefer another payment method. They are not obligated to use our services if they disagree with our policy.
  
  We trust this will help resolve this matter as we did offer several options and at no time indicated we would we charge their credit card without services executed so that is a false statement.

  Regards, **** *********, Operations Manager

  
  

  Customer Answer

  Date: 08/11/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:01/11/2023

  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.

  On September 28th, a Werner Smith technician called me to schedule a water inspection related to the unit below mine. I was informed that the inspection would take about half an hour and would be focused around the heat pump area. However, on October 16th, the technician arrived and spent 5 hours on the inspection. I had to leave for work during the inspection, and the technician assured me that he would send a text message if any issues needed attention, but he never did. When I returned home, my mom mentioned that the technician had replaced the water fill valve inside my toilet water tank, and she was concerned about whether the toilet had been properly sealed after being removed from the base.Despite the toilet functioning normally, there was a continuous loud noise coming from the water tank, and there was a noticeable gap between the toilet and the floor, which, as advised by another plumber, should have been sealed with wax and silicone. I reached out to the building caretaker for more information, and he stated that the inspection had nothing to do with the water leakage below and that he was unaware of the visit.In an email from Werner Smith, they admitted that the technician had replaced my water fill valve with a used part from his car and requested that I sign a credit card authorization without providing an actual quote for them to return for completion. I believe their actions constitute fraud, as changing the water valve was unrelated to a water inspection, and the technician should have had the necessary tools to seal the toilet properly before proceeding. It does not seem reasonable for me to be responsible for the charge for completion. Thank you for taking the time to investigate this matter.

  Business Response

  Date: 08/12/2023

  Hello We strongly value our customers, so we regret you are not satisfied with the service received. With regards to this particular leak investigation, we feel the work performed by ************** was warranted due to the scope of work requested. ************** is very competent, and always conscientious to get approval before proceeding with any repair work found while on-site. That is standard procedure. He has confirmed that he did clearly explain the issue/potential issue(s) at hand & felt it was understood when he received the approval to carry out repairs to the toilet to prevent further issues while doing due diligence. We regret that the outcome has resulted in what appears to now be a misunderstanding. Thank you in advance for your anticipated understanding on this matter. Regards, Werner Smith Mechanical.