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:29/05/2023

  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.

  There was an issue with my gas fireplace. Strata corporation *** **** contacted Hilltop for an inspection to determine a resolution fror the issue. Hilltop billed Strata $260.00 approx. I was unaware of this transaction and contacted Hilltop and arranged for an inspection for insurance purposes unaware of the Strata transaction. Cost. $208 approx. When I became aware of he Strata invoice I contacted a person who identified himself as Steve and the General Manager. I explained the double billing charge and his solution was to offer to return Strata’s charge instead of my charge. I have an email from ou property manager stating this situation is Strata’s responsibility and not mine. I am seeking a refund in full fro Hilltop Plumbing.
  

  

  Business Response

  Date: 14/06/2023

  We were dispatched by strata corporation *** **** on March 1, to investigate a gas fireplace in unit *** that caused damage to the apartment and potentially the common area. The fireplace was deemed to be unsafe and gas was shut off.
  
  On March 15, 2023 the owner of ***, ************************************ called us out to further investigate the matter as it was required by his insurance company. The second technician came to the same conclusion.
  
  **************** called months later to request a refund as he felt the job was double billed. I can confirm I did offer to refund the strata instead of himself as the fireplace is his responsibility and not the stratas. I also spoke with a member of the strata council who agreed with our assessment and that **************** is a constant ******** for the council and other members of the building *** ** *** *** ** ** ***** ****. **************** was also rude and confrontational to our technicians on both visits. He also for a time called the office daily to complain with no recollection of past visits or conversations. It is our belief that **************** owning or operating a gas fired appliance is a safety concern for the residents in the building and I told the strata rep as much.