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:27/02/2023

  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.

  December 2, 2022, we reported a 411 emergency code on our Heat Pump to Bennett Sheet Metal. A fellow came out and diagnosed it as a faulty defrost harness. At that time, nothing was mentioned about a faulty control panel. A month and multiple calls later the harness was replaced on January 19, 2023. The invoice for $578.34 was paid immediately. The heat pump did not work, and the display showed the same emergency code. We called it in. The same tech was sent out, and this time he said the control panel was the problem all along, and when I pointed out that we'd just paid for a previous misdiagnosis, he said, "well yeah, but you might be able to get a deal on the part because of that. The electrical harness was 'low hanging fruit'." When I sent an email (typo on my part of $800) to Bennett regarding this, the response I received said the Manager would be informed and they would get back to me. The manager called my son-in-law **** and basically said, "oh well, these things happen". When my son-in-law emailed and requested this be put in writing, he was ignored. Verbally during the second call out, the tech had stated to me that he knew the first time around it was the electrical harness and/or control panel - so why would we be billed twice to diagnose the unit? We have tried to contact this company several times to get clarfication, but all we have received is a $300 labour bill to diagnose a problem that they had already diagnosed but never told us about the first time. Had they told us at the beginning both parts were needed, we would have had both parts replaced. This has been going on for three months at this point. **** * ********* ****** ****** **** **** ******* ** * **** ********* ***** ******** **** *** **** ******* ********** **** **** **** ******

  

  Business Response

  Date: 02/03/2023

  
  
  The customer has recently taken ownership of a house that
  has a HVAC system we installed in 2012. This system did not get regular
  maintenance due to the original homeowners decision and is now outside of
  warranty.
  
  We received a call from the customer during the last week of
  November 2022 requesting an appointment for diagnosis and explaining the system
  was not running and had suffered some ice build up and an error code 411.
  
  We arrived at our earliest availability being December 2nd 2022 to diagnose the issue. After testing the system and it’s relative
  components, as well as checking for a possible refrigerant leak due to the
  systems pressures that were recorded, it was determined that only part that
  presently needed replacement was the outdoor unit’s defrost harness and it was
  possible there could be further issues. We explained the results to the
  customer that we would need to order the part and wait for it to arrive and
  then install it as soon as possible to which the customer agreed. There are 3
  customer contact names on file, we reached out to them and they were made aware
  that it was possible the outdoor unit may require a defrost control board but
  due to the harness failing our testing procedure, and being a fraction of the
  price of the defrost control board, we would first attempt a repair with the
  defrost harness.
  
  Due to delays, we did not get the defrost harness until mid
  January 2023, and returned to install the defrost harness on January 19th 2023. After installing the defrost harness, the technician tested the system
  and based on the relative temperature/humidity outside it seemed to be working
  as per design and did not emit the error code previously seen. Shortly after,
  we received a call from the customer stating the system was not running
  properly, again setting an appointment as soon as possible being February 2nd 2023. The customer had asked us to clarify our procedures and explained
  they did not feel they should have to pay for diagnosis time but paid their
  bill for all work related up until January 31st 2023 which totaled $578.34
  
  The technician arrived on February 2nd 2023 to
  find the system suffering similar symptoms to our previous diagnosis. We did
  need to return to verify the new defrost harness was indeed functioning, and
  proceed to test the system based on trouble shooting diagrams as well as phone
  Lennox tech support to verify that we should indeed change the defrost board as
  a next step. This appointment was completed, and we recommended ordering the
  defrost control board and then return to complete the repair. This appointment
  resulted in an invoice totaling $283.50
  
  We received multiple emails and spoke to the customer over
  the phone regarding their concerns over our abilities and procedures. They made
  it clear they did not feel we should have come back to diagnose the issue
  further and that we should have just ordered the defrost control board. We
  explained to the customer that we try and do everything in our power to keep
  costs to a minimum but need to follow our work procedures to ensure we are
  making the right decisions. The customer agreed to pay the bill during a phone
  call around February 9th  - 18th , but would need to
  discuss with the other 2 homeowners if they would be calling us back for the
  repair.
  
  The invoice then became overdue as of March 1st 2023 and we phoned requesting payment as soon as possible. The customer stated
  he had sent an email again requesting clarity on our work procedures and would
  not pay until that happened. Our service manager that had already explained
  these details wrote another email later this day clarifying the situation and
  the were apologetic for any financial inconvenience this has caused but we are
  simply trying to provide reliable and accurate work. This email is attached for your reference.
  
  Later on March 1st 2023, we received an email
  from the customer stating that they will now not being paying the outstanding
  bill and that they lodged a complaint with the better business bureau. We did
  try to reach out for resolution but there was no answer at either of the two
  phone numbers on file.
  
  As it sits the customer owes us for diagnostic work
  performed on February 2nd 2023 totaling $283.50 and is overdue

  Customer Answer

  Date: 02/03/2023

   I am rejecting this response because:
  
  
  The business has continued to state that they provided information the entire time, but has only provided one email dated March 1, 2023, directly to the BBB as their “excuse” for their unprofessional business practices.

  We are requesting that they submit all written correspondence they sent us, dating back to January, that can prove they provided us with written information and confirmation. We repeatedly asked for same, but to date, still have not recieved it. 

  So far, all they have done is summarize their point of view as of yesterday’s date.

  Notably, none of us received information this fulsome the entire time, even though we called multiple times, and, as stated by the company, that we emailed multiple times requesting same.

  The only way we would even consider paying this bill is if the company GIVES US AN ESTIMATE, including WORKS NEEDED, PART INFORMATION and PRICE,  and an estmate and warrantee on the work done. We can then contact a similar company for a comparison quote and if they are similar, have Bennett Sheet Metal complete the work.

  If not, we will pay $10/month until the $280 is paid for.