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Business Profile

Heat Pumps

Island EcoEnergy Heating & Cooling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heat Pumps.

Complaints

This profile includes complaints for Island EcoEnergy Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see

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Island EcoEnergy Heating & Cooling has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint type

    • Initial Complaint

      Date:13/03/2023

      Type:Order 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.

       I am rejecting this response because:


      The terms and conditions are contradictory to the statement and claim by the business in the estimate and invoice that the unit is eligible for the $6000 cleanbc rebate.  That fact that the business is making this claim in the estimate and invoice that is clearly visible while the terms are conditions are not clearly visible is misleading and shows an intent to mislead

       

      Business Response

      Date: 13/03/2023

      We would be more than happy to look into the situation with the rebate provider, however Island EcoEnergy does not provide rebates. We have however installed over 200 of this exact combination of Heat Pump, Indoor Unit and AHRI# over the last 2 years and all have not been an issue with the customers receiving their rebate on both federal and provincial programs.

      I believe this customer was applying for both federal and provincial rebate programs and would be interested in whether they we declined on just one or both.

      Due to the fluidity of the rebate programs we cannot be responsible for rebate submissions or declines. Here is a copy of our "Terms and Conditions" that are attached to our estimates:

      Terms and Conditions


      All Invoices due upon receipt unless prior arrangements have been made in advance of any work being started. All work is warrantied by Island EcoEnergy Heating and Cooling for one year from original invoice date. All equipment remains the property of Island EcoEnergy Heating and Cooling until such time as invoice is paid in full. 
      Island EcoEnergy is not responsible for damage in removing unpaid for equipment.
      Island EcoEnergy is not a rebate company, does not administer rebate programs and as such are not responsible for rebate submission and/or rebate payments or declined rebates. We do our best to provide equipment that meets or exceeds all rebate criteria at the time of estimate, however both federal and provincial rebate programs criteria are subject to change at any time. 
      All information including AHRI#'s will be on estimates and/or provided upon request. It is the customer responsibility to confirm eligibility with the rebate programs. Rebate submission is also customers responsibility and not the responsibility of Island EcoEnergy.

       

      Both Federal (Greener Homes) Rebate and Provincial (CleanBC) Rebate Programs also Cleary state (on all of their material and websites) that it is the customer responsibility to confirm eligibility with the rebate program and both have search pages on their website to search this information.

    • Initial Complaint

      Date:27/02/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      In Aug 2021, ****** with Island Eco Energy came and installed a heat pump in our home. At this time we were told but him and his installer that they would work together with us to apply for the rebate. After the installation and payment of $11,037.60 had taken place, we could no longer get ahold of either **** (who installed the heat pump) or ****** the owner of the company. We contact them for months via telephone and email, with no response. Finally when we did get a response from ****, he informed us that he was working on the rebate but needed information from ****** and it would be taken care off. More months went by with no word. This went on for over a year, of trying to get information to do the rebate ourselves, and the response was always the same, that they would take care of it for us. We have since spoken with BC Hyrdo ourselves and learned that you have to claim a rebate within six months ( which was never explained to us), and well as a year after the fact we were still told it would be taken care of. After attempting to file the rebate ourselves, we have learned that ****** did not even provide us with the correct information on the invoice to apply for the rebate, which we have asked for many times and still no response. The information missing is AHRI #, the number of tons, as well as BC Hydro requires the contractor to complete a heat load calculation (which we were told would happen and then have never heard back.) We are extremely disguised with the response from this business, and just want to get the correct information so that we can apply for the rebate ourselves. If this cannot be resolved, our next step is legal action.

    Island EcoEnergy Heating & Cooling is NOT a BBB Accredited Business.

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