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:16/02/2023

  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 came to my home to provide warrantied service to our heat pumps. I requested that when they came, they also reconnect our furnace as the heat pumps they installed were severely insufficient for the current winter weather. I was advised that the furnace service would cost $130/hr + parts. Our security camera time stamps show the tech arriving at 11:14am, leaving at 1:17pm. (2 hours 3 minutes). The security cameras show him working on the heat pumps at the front side of the house up until 11:58. Afterwards he moved to the back to work on the furnace. When he was at our house I noted the time of our clock and that he spent **** hours on the furnace. When I received the invoice, it stated 2.5 hours worth of service occurred (2 hours for billable furnace work and credited .5 hours for the warrantied heat pump service) however my camera shows he was here 2 hours and 3 minutes total. Additionally there was a vehicle charge for coming to our town. I advised I disagree with this amount as I timed him to have spent **** hours on the billable furnace work, and I was not advised of the vehicle charge when I inquired about the costs via email prior. As well, I still do not agree to this fee as the tech was originally coming to perform warrantied work regardless. I attempted to resolve this with the company, stating I only agree with **** hours of billable work (based on my security camera time stamps & what I noted when he was here) + parts. I paid this amount and advised I would contact BBB for a recommendation. I feel I have been unfairly and inaccurately billed for vehicle charges that were not stated when I explicitly inquired in writing what the costs would be, and that I have been charged for 2 hours furnace servicing, when only **** hours were spent on the furnace and the remainder of the time on the warrantied heat pump service.

  Business Response

  Date: 17/02/2023

  On December 28th 2022 we spoke with the complainants husband and confirmed all charges, including hourly rate and travel.  Upon arriving at site at 11:10am or technician proceeded to complete work on the complainants equipment for 2 hours and 25 minutes. We also have GPS tracking on all of our work vehicles as a control measure.  I have checked our records and confirmed technician was on site for 2 hours and 25 minutes and informed complainant as such.  Complainant does not have the ability to determine what hours are billable and non-billable.  We credited the time that was given to them as a complimentary check, not as the source of the problem which necessitated the call.  All of this information was given to the complainant via email.  ****** *** ********.

  Please note that the complainant has requested, approved and paid for all previous work mentioned in this complaint including selection of equipment and its efficiency.  Complainant was given several options with detailed information of efficiencies and operating capacities.  We are not responsible for complainant changing their mind regarding what specifications they would like in their HVAC equipment.   

  Work performed on the gas furnace on December 28th 2022 was at the request of the customer, as was the original disconnection during the heat pump install in February 2021 in order to qualify for the $6000 rebate that the complainant received from the energy company.

  We will be pursuing payment in full for this invoice.

  Customer Answer

  Date: 21/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  I request that the billing be adjusted to reflect **** hours + parts and tax. I have made payment for this amount but I request the outstanding balance be adjusted. 

  
  

  There was no mention of any charges during the phone call with my fianc. The call was over speaker phone and I was listening. Nothing was mentioned other than that the furnace work is billable and the heat pump service is covered under warranty. Had there been mention of the vehicle charge, I would have said something then and there to ask for clarification. ** * *** ****** * ***** **** ***** * ******* ** *** **** ** ******* *** ******* ** ***** ** **** ********* *** ***** ** *** **** ** **** *** ******* *********** * *** **** ******** ******* ******* ***** ** **** *** *** **** ******** ***** **** *******

  
  

  The business has stated I do not have the ability to determine what is or isnt a billable service, however I feel this is unfair as the tech spent longer than 30 minutes on the heat pumps but we were only credited for 30 minutes. **** hours was spent on the furnace. This time can be proven with timestamped security camera videos. Additionally, my cameras show when the technician came and left our door. If the *** tracking showed the vehicle at our location longer, it is not my responsibility to pay for the time in which the tech could be doing anything in their vehicle once theyve finished the service in our home (on their phone, eating a snack etc). Had we not asked for the furnace to be reconnected, there would have been zero cost to us. Again, I do not think it is fair or ethical to be billed for vehicle fees not mentioned to me (especially when the tech would be coming regardless) or for time that wasnt spent on reconnecting the furnace. This is unfair billing practice. 

  
  

  I was advised the furnace work would be $130/hr + parts. The technician spent **** hours working on the furnace and therefore I disagree with the part of the bill in excess of **** hours + parts. 

  
  

  If this dispute cannot be resolved with the above information, I request proof that we were informed of the vehicle charge and that more than **** hours were spent on the furnace. I can offer my time stamped video logs as proof of my position at your request. (**** ******* **** ****** ** *** ***** *************). 

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

  Business Response

  Date: 21/02/2023

  This $144.38 invoice is taking up a significant amount of my staff's time and in light of this I will be closing this invoice to bad debt, with the customer being fully aware that we are no longer providing any service to her. Unfortunately ******* does not see value in our service and attempts to dictate what we can and cannot charge and we do not wish to do business with customers like that.

  Customer Answer

  Date: 22/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I regret that you see it that way as I was happy with the technician, however the issue was that I disagreed with this bill. 

  
  Please advise on the details of the warranty for our heat pumps if any problems were to arise. The paper work states they have a 12 year parts and service warranty; is this through your company or directly with the manufacturer? 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 23/02/2023

  Your warranty is through the manufacturer.

  Customer Answer

  Date: 23/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************