Complaints

This profile includes complaints for High Demand Heating Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  High Demand Heating Ltd.

  Maple Ridge, BC V2X 3J5

  
• 

  High Demand Heating Ltd.

  303 22420 Dewdney Trunk Rd Maple Ridge, BC V2X 3J5

  

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:16/12/2024

  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.

  I am writing to formally file a complaint regarding the service provided on Oct 2, 2024, to address an issue with my fireplace pilot mode, which would not stay on.The technician replaced two parts but failed to resolve the problem. It was evident that the original parts were still functional. Despite this, we were charged $518.69, with the parts priced significantly above market value. We paid the charges in good faith.When I informed the technician that we would need time to consider proceeding with the purchase of another part (quoted at an additional $600), he proceeded to engage in unethical behavior. Specifically: He intentionally cut the wire connected to the high-temperature heat sensor before reassembling the unit. He tampered with other wire connections, making it impossible for another technician to repair the issue.Fortunately, I had taken photos of the fireplace system before his arrival, which allowed me to verify and document his ********** cutting the high-temperature heat sensor, he left the customers property at significant risk.Intentionally damaging or sabotaging equipment to increase repair difficulty and cost, and then attempting to profit from the situation, is both unethical and unacceptable. Such conduct constitutes manipulation and fraud and breaches trust as well as professional standards. Actions like these may also carry legal consequences.Later, I learned that this person is the owner of the business. I do not believe this is the first time he has pulled such a trick on customers; it is simply a matter of not being ********* far, no acceptable solution from the business.

  

  Business Response

  Date: 20/12/2024

  To whom this may concern,
  

  We appreciate  feedback and the opportunity to address your concerns. At High Demand Heating, we take customer satisfaction and service quality very seriously.
  Regarding your fireplace service on October 2, 2024, our technician identified that the thermopile and thermocouple of your old fireplace were not functioning. As a cost-effective solution, we replaced these components first. Despite this, the fireplace still did not work, and we agreed to return for further installation.
  

  After our initial conversation, you decided to cancel the follow-up service to explore other options due to the quoted price. Our office staff noted that this conversation was courteous and both parties amicably ended the call.

  Later, we were informed of your concerns regarding alleged wire tampering. We assure you that any adjustments made were part of our routine service troubleshooting. After your accusations, we held an internal discussion and decided to offer a refund and retrieve the installed parts.

  Within hours of this, it was disappointing to see your ****** review, which included harmful statements towards our technician. Given the nature of the review, and the use of the word "choking" we felt it necessary to respond accordingly and cease further business with you as the tech did not feel comfortable returning to retrieve the parts.

  We have since noticed changes to your review and your continued claim of bad faith service. For transparency, we retained a screenshot of your original review.
  We aim to resolve this issue amicably and are open to further discussion to address your concerns.
  
  Sincerely,
  
  ****
  High Demand Heating

  Customer Answer

  Date: 23/12/2024

   
  Complaint: 22691084
  
  I am rejecting this response because:
  

  They just don't answer why he internally cut the wire. Honest service providers should never resort to such tactics, as they violate trust and professional standards.

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

  

  Business Response

  Date: 14/01/2025

  To whom this may concern,

  The technician did not cut any wire mentioned in Limin's photograph. The company has reiterated this to Mr ***** several times. The unit was not operational and the technician had to run tests to diagnose your issue beforehand. It is normal for connections to be tested in a number of ways in this process. Moreover, the other photos confuse us even more as we've mentioned a number of times, that the dysfunctional unit required troubleshooting through a service call to diagnose the issue prior to making any decision. Only after troubleshooting could the technician diagnose the issue.
  
  Mr ***** has edited his ****** review a number of times now so we're not sure if his original comments are still visible.
  
  Thank you,

  Customer Answer

  Date: 16/01/2025

   
  Complaint: 22691084
  
  I am rejecting this response because:

  This company appears to tolerate staff engaging in dishonest behavior with customers. Based on other online reviews, this is not an isolated incident. Their explanations just cover up the issue rather than address it. I dont expect any meaningful solutions from them. What can you do when the person is dishonest. I wonder if he still kept that wire and nut in the car or threw them away somewhere out of guilt. Hahaha, God knows.

  I changed the ****** review to original because they seem to like me to keep that way. 

  Sincerely,

  
  ***** *****

• Initial Complaint

  Date:21/10/2022

  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.

  A new super hot boiler was installed. April 19 2021.
  It is now leaking. No one from the company could come to fix it.
  I called an independent plumber who replaced the relief valve which was leaking. He noted that the piping is incorrect and a new mixing valve is required quickly. I have called the High Demand Company eight times over the week and connected only with a clerk who did not know what to do. No one bothered to return my calls. Apparent.y there is no one who is able to remedy my situation.
  
  During the original installation there was a huge leak that flowed into the residence beneath us when they removed the old boiler. They had to be called to clean up the mess that they declined would be damaging. This resulted in an insurance claim. Their incompetence included removal of the pan beneath the water heater and I had to call them to remedy that situation.
  
  I found them totally incompetent. I still do not have a properly functioning super hot boiler.

  

  Business Response

  Date: 12/01/2023

  To whom this may concern,
  
  
  We apologize for any inconvenience that this has caused the customer.
  After conducting an investigation, it has been determined that the leak
  in the customer's boiler was not caused by any negligence or deficiency
  on the part of High Demand Heating.
  
  Upon inspecting the boiler and the surrounding pipes, our technicians
  found that the cause of the leak was due to corrosion on the pipes that
  were not installed or serviced by our company. Our technicians noted
  that the pipes that were causing the leaks were made of poly** materials
  which are known to have a shorter lifespan compared to other types of
  piping materials.
  
  Based on our records, we have not serviced those pipes and they were not
  under our maintenance and care. High Demand Heating is responsible for
  the maintenance and care of the boiler itself and we have performed all
  the necessary procedures to keep it in good working condition. However,
  the pipes were not installed or maintained by our company, they were an
  independent system.
  
  We understand that a leak can be disruptive, and we regret any
  inconvenience this may have caused. We are committed to customer
  satisfaction and have gone above and beyond for many of our customers,
  especially when they are in need of some extra help. Our technicians had
  noted that interactions with the customer were very difficult and that
  they were no longer comfortable working on a problem that would require
  a plumber. The technicians had contact with the customer regarding this
  and on numerous occasions told the customer this.
  
  Thank you,
  
  Mary
  High Demand Heating

  Customer Answer

  Date: 13/01/2023

  In April 2021 High Demand Heating installed a new Super Hot Boiler with 5 year warranty on parts in our townhouse. 
  
  
  
  In October 2022 the relief valve was leaking. After many calls to High Demand no one was able to even come and check the problem. I was forced to call an independent plumber - ****** Mechanical - who replaced the relief valve for a charge of $525.00. He also repositioned the rusty pre-charge adjustment and recommended “this noncondensing boiler - requires a mixing valve.”
  
  
  
  The leaking pipe, which is copper, was never inspected by High Demand. There was no one who could offer help or suggestions. l believe that High Demand should pay for the services of ****** Mechanical.