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Business Profile

Mechanical Contractors

KVA Mechanical Ltd.
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:29/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We purchased a new heat pump system in June of 2023. Had thermostat issues in October of 2023. After getting a bill for the thermostat replacement (we were originally charged for a new thermostat at installation but techs said our nest thermostat was good so wasnt done). I refused to pay this bill.During cold snap in Dec/Jan and noticed heat pump wasnt working correctly we made due until we could afford to contact another company in February 2024. In talking with this other contractor found out all costs are usually covered by the installer for the first year and hired company refuses to help without thermostat payment plus more to come back out.

    Business Response

    Date: 29/02/2024

    As per the email that is attached.  I also attached the unpaid invoice and the warranty for the unit. 

    ***** was aware of here paying the labour before we went out to put in the thermostat. We went out and then she never paid.  She has not contacted us until Feb 27, 2024 at 6:05 pm about any other issue with the heat pump.  Since putting in the new thermostat we were unaware of any issues. 

    I did offer to come back. When the other bill is paid. In her last email today she stated she didn't want us back.

    This also sounds like a part that isn't working not how the unit was installed. 

    Customer Answer

    Date: 29/02/2024

     
    Complaint: 21365071

    I am rejecting this response because: I am not willing for them to come out and CHARGE me to do so. The unit is under full warranty and we wouldnt have had the thermostat issue if they had done the job we paid for them to do to begin with!! 

    Sincerely,

    *************************

    Business Response

    Date: 01/03/2024

    ******,

    You have stated in your email that heat pump was working fine with the Nest before the techs left.  You didnt have an issue with it.


    I didnt charge you for the thermostat.  But did tell about the fee for travel and labour. You agreed on the phone.
    I have spoken to TOSOT representative and they said that the thermostat would not cause the outdoor fan to stop working. There for its not an install issue as to a faulty part. And is still falls under the warranty that would cover parts not labour.


    We are still willing to come down but have to follow what is set out to in the warranty certificate.  You will be charged for the travel and labour.And the previous bill have to be paid and you will have to pay upfront for us to come do this. 

    Customer Answer

    Date: 01/03/2024

     
    Complaint: 21365071

    I am rejecting this response because:

    As stated previously we paid for a working heat pump and to have had the issue with the thermostat (of which you basically called us liars on and we had to send in photo proof of it being previously installed before taking the price of the thermostat off the bill) and now this in less than a year is ridiculous.  We shouldnt be paying costs for the first year- and yes, was fantastic you supplied the warranty from Tosot once the complaint was filed, but different story when the owner was here before the install.
    Sincerely,

    *************************

    Business Response

    Date: 04/03/2024

    As you said in your email you wanted the Nest thermostat as long as it worked. You agreed it worked when the techs were there.  Your choice. This also the reason I didnt charge you for the thermostat that we came down and installed. You also knew before we come down to install the thermostat that you would be paying labour.  You have not paid.

    As far as I am aware the warranty should be in with the owners manual as that is where it is found in most cases.  You didn't let me know if one did not come with your paperwork for you heat pump.

    Customer Answer

    Date: 04/03/2024

     
    Complaint: 21365071

    I am rejecting this response because:

    Im tired of going in circles. As far as we are concerned either come fix your product or take it out and refund us so we can find a REPUTABLE COMPANY that stands behind its product without run arounds and does what they say they will. 


    Sincerely,

    *************************

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