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:20/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid them $15000 including tax in a contract with a 5-year labor warranty and a 10-years compressors and parts manufacturers warranty. I've noticed it was very loud after installation, being at the level where it impacts day-to-day life and my comfort. As well, the heat pump also does not work well when heating during winter. I've asked Royal Vancouver Air Conditioning (RVAC) to come take a look at this problem, but they said that it was my personal opinion and that they could not do anything. I've already filed a complaint to the ************************************ in November of 2023, but they could not help in this regard since they only manage the database of **** contractors. I kept asking **** to remedy this issue afterwards, but they never got back to me. It has been almost two years and I still have not had a solution, I am compelled to inform you since I have ran out of options. I would appreciate it if you could offer any insight or help into this matter, thank you very much.

• Initial Complaint

  Date:12/03/2025

  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.

  This is about Royal Vancouver Air Conditioning (the business) failing to provide goods and service under warranty, invoicing unjustified charges, and my demand for reimbursement of costs for neccessary remedial action, summarized below.1. The business installed a GREE heat-pump in my home in June 2023. It failed suddenly in late Nov 2024 due to defective parts. After initial inspection, no repairs were made until Jan, 2025,. In the meantime the home was cold and without heat, inspite of repeated prompting. 2. A technician tried to repair the machine on Jan 8, but was unable to do so. He arranged to deliver a similar but older machine made by ***** and replaced the defective one. 3. Although the technician claimed that the replacement was working, it did not generate sufficient heat, raising my home temperature to no more than 19 at any time. This means that the machine was either defective or not set up properly. After I made more complaints to the business the technician came back and serviced the machine on Feb 3. It made no difference, and the house remained cold. 5. To add insult to injury, the business sent me two invoices for service visits and related costs totalling $1807.05, while taking no notice of my predicament of staying in a cold home. 6. I have lost confidence in the business being willing or able to resolve the problem, so I arranged for another air conditioning company on Feb 14 to inspect the machine. This company fixed the machine in less than 24 hrs, identifying the failure to be due to either contaminated or wrong refrigerant being used. 7 I now demand the business withdraw all demands for payment, and to reimburse me with cost of remedial service repair being $ *******. 8. I also need the business to clarify the warranty status of the replacement machine.

  Business Response

  Date: 12/03/2025

  Dear *** ****,

  Thank you for your recent communication and for utilizing the BBB platform to address this issue.
  We appreciate the opportunity that the BBB provides to facilitate resolution.
  However, despite our extended efforts and multiple good-faith attempts to satisfy your concerns, we have unfortunately been unable to reach a resolution that meets your expectations.
  We have been in communication for a significant period, and we have made various attempts to resolve the matter amicably.
  Given the evidence at hand, we are now proceeding with legal action and will not be providing further details or engaging in additional discussions on this matter through this platform.
  We trust that you will understand the need for this course of action, and we advise that you consult your legal representation if you wish to continue this matter.
  Thank you again to the BBB for providing this platform for communication.
  
  Sincerely,
  Royal Vancouver Air Conditioning

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 23051943
  
  I am rejecting this response because: Royal Vancouver Air Conditioning has demonstrated that they have no intention of settling my complaint and has threatened to take legal action against me. I await any further advice to follow up this matter.
  
  Sincerely,
  
  **** ***

  Customer Answer

  Date: 12/03/2025

  The business has refused to mediate through BBB. Please see their earlier response.

  Customer Answer

  Date: 13/03/2025

  I have already responded to this message yesterday. I hope a councillor can call me at ***********

  Customer Answer

  Date: 17/03/2025

  I do not accept the response from Royal Vancouver Air Conditioning for the following main reasons:
  
  Firstly, the company acknowledged that the failure of the installed machine was due to defective manufacturers parts. It follows that any repairs should be covered by hardware warranty. Therefore there is no justification of sending me an invoice for any repair service
  
  Secondly, it took the company more than a month to take initial action, and more than another month to provide a faulty replacement. The company was showing no willingness or competence to provide a serviceable machine while giving excuses for failing to do so. In the meantime, they sent me an additional invoice for follow-up remedial repair which was still ineffective, pretending that it was a service call.
  
  Thirdly, suffering from almost 3 months of living in a cold home, in desperation I informed the company that I would get another ** company to give me a second opinion. This other company took less than 24 hours to identify the problem, that the installed machine was improperly filled with either the wrong or contaminated refrigerant. In the process of diagnosing the fault, they managed to restore the machine to full operating condition. I therefore hold Royal Vancouver responsible for the cost of this remedial repair.
  
  Fourthly, during this whole period no one from Royal Vancouver consulted me of the replacement of a different and older machine, and continued to give me the false impression that the machine was working well when it was clearly not functioning properly.
  
  I therefore maintain my original demands and reserve my right to claim any other related expenses.

  Business Response

  Date: 18/03/2025

  Dear **** ***,

  
  Thank you for sharing your concerns. We fully understand your frustration, and we want to assure you that we are actively working on addressing this matter. In fact, we have already initiated legal steps to resolve the issue.
  To clarify, the machine provided was meant for temporary use while awaiting the outdoor unit (ODU) from the manufacturer. Our technician visited your home on one of the heaviest snow days and did everything possible to resolve the issue, as we genuinely wanted to ensure your comfort. Additionally, we provided portable temporary heating at no charge to assist you during this time.
  While we are not asking for extra understanding, a little respect would be appreciated. We trust that you are confident in your evidence, and we believe it's best to focus on resolving this matter in court.
  We acknowledge that we have differing views on the issue, and we fully respect your position. As such, we have moved this case to legal channels for a fair resolution. We hope that through this process, a solution can be reached.
  Thank you for your understanding, and we look forward to resolving this matter. We also want to thank the BBB for providing this platform. Please understand that we will no longer respond via this channel, as we have clearly indicated that the case has moved into the legal process.

  
  Best ***********************************************************

  Customer Answer

  Date: 18/03/2025

   
  Complaint: 23051943
  
  I see nothing new nor constructive from the business' latest response, and I am not interested in continuing this meaningless exchange.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:04/12/2024

  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.

  -Heat pump installation: April, 2024 -Heat pump cease to work: Friday, Nov 29th -No emergency call outs available over the weekend.-Tech comes to house to inspect on Monday. -3 space heater dropped off Monday night- 1 is broken. Space heaters are tripping the breaker as it requires a lot of electric power. -I (customer) am being told that they need to hear from manufacturer. -It is frigid temperatures in Vancouver, and I have a chronic illness that flares up with cold temperature. My health is being affected. -My request is for Royal Vancouver to replace the unit

  Business Response

  Date: 04/12/2024

  Hi Kyumin,
  
  Im sorry for the inconvenience this has caused, especially with the cold weather. When you called late Friday, November 30, 2024, at around 4:20 PM, our team had already wrapped up for the day. We made your case a priority and sent a technician first thing Monday morning, December 2, 2024, to look into it.
  
  Our technician inspected the unit thoroughly. There were no leaks in the air handler, but the system displayed a P5 error code. He followed Grees instructions to reset the system, but the error came back. Based on his assessment, its likely an issue with the outdoor units control board. Since were the installers, we cant replace the control board ourselves before we get confirmation from Gree. We contacted them immediately on Monday, December 2, 2024, to arrange for their technician to come out and have been following up with them every day. As of Tuesday, December 3, 2024, theyve confirmed theyll need to inspect the unit before moving forward with the replacement.
  
  To help in the meantime, we dropped off space heaters on Monday, December 2, 2024, as a temporary solution. These are what we usually provide in situations like this, and were sorry they caused issues with your electrical system.
  
  I also understand you called us on Tuesday, December 3, 2024, about an issue with your fireplace. While we couldnt visit right away, our technician helped troubleshoot over the phone and found that the fireplace has a separate issue. We apologize we cannot help with the fireplace issue.
  
  Were staying on top of this and will keep pushing Gree to resolve the heat pump issue as quickly as possible. If theres anything else we can help with, please dont hesitate to reach out.
  
  Thank you for your patience.
  

• Initial Complaint

  Date:03/11/2023

  Type:Order 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.

  I am a heat pump customer of Royal Vancouver Air Conditioning(Royal Van AC) and facing contract *****. <—line break—>
  
  My multi-split outunits are 2*2 Ton,  not the 2*3 Ton on the contract. I found this problem during the installation(Sep 21, 2023), and called the salesperson of Royal Van AC but didn't get any conclusion like partial refund or upgrade to 3 Ton before the AC installation was done. They just told me 2*2 Ton outdoor units are enough for my house and in the interest of the company, they cannot allocate me the 3Ton machine.There is no further response from them after installation regarding this problem. <—line break—>
  
  I have contact **** *********************** but they said they have tried to reach out to the owner of Royal Vancouver Air condition ltd, but he was not available. I know for sure the owner of Royal Van AC, Bruce, ** ************* ******** **** *** ***** ** ***** ***** **********<—line break—>
  
  Attachments are documents including a contract, pictures of outdoor units, and an invoice. I do have a 10min video record in ******* of the discussion with the salesperson Royal Van AC. It can be used if extra evidence is needed it.

  Business Response

  Date: 16/11/2023

  To whom It May Concern

  I would like to inform you that after speaking with the customer, he accepted the refund in the amount of $2200 and collected the cheque on November 14th.

  I have attached the emails sent by the client where he requests the refund amount and agrees to receive it.

  Kind regards,

  Anne A********

  Office Assistant

  Royal Vancouver Air Conditioning

  Customer Answer

  Date: 16/11/2023

  
  
  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,
  
  
  
  ******* ****

• Initial Complaint

  Date:20/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On May 5th, 2023, I signed a contract with Royal Vancouver Air Conditioning Ltd ( Royal AC) in regards to heating pump installation. According to the initial contract, it has been agreed upon that the AC installation is to be completed by the end of May to our home’s specific requirements and to our satisfaction. The total amount is $15750 which includes $6250 of deposit, and the rest of the amount will be paid by ** government rebate after the installation process is finished and my rebate application gets approved. I paid off the deposit right after the contract was signed. Royal AC came to my house and finished the installation process on May 26. The result of the installation is a dysfunctional AC that is unable to perform basic temperature regulation and the fans work non-stopply. After that, they came to fix it a few times, but the problem couldn’t be solved. Then they ********** me that they will stop all services and place a mechanic’s lien unless the rest of the amount is paid or giving the rebate code to them ( they can get the money directly from the Government). During the process of communicating with Royal AC, the company’s attitude of delaying and shedding of responsibility has given me ample reason to believe that giving the rebate code will cause the company’s further neglect of contract and agreements. so I advised them to fix the AC until it can reach the desired temperature first, then I am willing to pay off the balance. Until today, we couldn’t reach an agreement. They took away my old furnace, which is the only system we have. My family is now living in a cold house. Winter is coming, that makes me even more anxious. My friend recommended me here saying she had very good experience with BBB. Thank you for spending time on my long story. I hope you and your team can help me.
  

• Initial Complaint

  Date:10/08/2023

  Type:Product 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 had a new furnace installed just a year ago, but this company convinced him to replace it with a heat pump for $17500 plus inspection $500. The owner strongly convinced me that if I did it before the end of the month, I would get a full rebate from the government ($17500) and pay nothing. The owner said if I installed in April, I would receive rebate $2k less. They assured me they'd take care of the rebate application throughout.
  
  So, I went ahead and got the heat pump by the end of March 2023. However, in May, I found out that the company never submitted the rebate application ( I have a proof of screenshot). The government grant money had run out by then ( I found out by calling bchydro on August 9th), so I missed out on the rebate($6K). To make things worse, the owner stopped responding me after I complained.
  
  It seems like the company used false promises and pressure tactics to make people switch to the heat pump. They even failed to do what they promised regarding the rebate application. I paid total $18k to this company and I received government rebate only $11600, The rebate $6k (from vancouver city) that I couldnt get it because my rebate application was submitted late. what's worst is that this comapny does not explain the situation and I had to find out by myself. *** ******* ******* **** ***** *** ***** ************ ** ***** 

  Customer Answer

  Date: 10/08/2023

  I want to get refund from this company. They charged me $17500 to install the heat pump.  This is beyond the market rate.  They charged $17500 because they assured that rebate will refund me $17500 but I only got $11000 from rebate due to the company's employee's mistake by submitting my application 1 and half month after the installation.  They company should pay me back $6000.  

  Business Response

  Date: 11/08/2023

  1. The prices are determined by the market and our prices have always been actually much lower than major competitors in the market.

  2. We stand by our guarantee that our equipment and installation meets the rebate conditions, but we do not guarantee in any way, shape, or form the amount of rebate the homeowner would receive because these are factors outside of our control.

  3. This individual, according to his/her own words, did receive the federal and provincial portion of the rebate.

  4. We are considering a counter suit for defamation because the individual accused us of fraud, which is completely not true.