Complaints

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• Initial Complaint

  Date:29/04/2025

  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.

  We received a ***** through CleanHomes BC, we hired Markey Mechanical to install a heat pump because they are approved contractor who has been trained in their ***** ******** The paperwork says you give ***** **** to the business, they check you are approved, install your equipment, submit their receipts to CleanHomes. They are paid your ***** ******* bill you for remaining amount owed. They came and told us what equipment was needed, we gave them ***** ***** They asked we pay our portion up front, we did. December 4, 2024 they installed new furnace/heat pump. January 21, 2025 Markey contacted us stating we need to pay for the "electrical extra". We were confused, they had said the electrical upgrade would be covered under the *****, there is $3500 for electrical upgrade. We told them this, we figured it was some kind of mistake with their billing. ***** then contacted us on March 11, 2025. He said the electrical was not covered because it wasn't actually an upgrade, so it would not be covered by the *****. He also said that the ***** **** wasn't working. We contacted ********** and they told us our **** was still good, we did qualify for the electrical upgrade, and Markey has not submitted any receipts to them. They said they would try and assist Markey with submitting our paperwork. Wanting to remain in good standing with Markey we paid the electrical bill trusting that it would get sorted. ***** contacted us again on April 23 stating we did not qualify for the CleanHomes ***** and we would need to apply for a Fortis *****, we would need to take out a loan to pay him the remaining $15,000, then we could apply for the Fortis *****(13,000). We contacted **********, they said he still has not submitted any receipts and we still qualify, and we should not have paid him for the electrical upgrade as we qualify for it through the *****. We have now asked him for a refund of $1826.29 for the electrical, and to submit our paperwork to Clean BC. He has not answered us.

  

  Business Response

  Date: 21/05/2025

  BBB, (This is a nearly identical copy of an email sent to the Complainants)
  
  
  Thank you for the letter about the contact you have had with Clean BC (****, and others), and summarizing your point of view.  We disagree with some of the points in the letter and will explain them here:
  
  
  When we received your Clean BC eligibility code, we used the Clean BC code tools that determines if it is a genuine and active code, and were informed that it is; We also were informed that you qualified for a "Central Ducted" system, and Dual Fuel system with a *********** Furnace is a central ducted system.  To answer your first point of it being the responsibility of the Contractor to ensure the application is valid, we did this and felt secure in going ahead with the work.  However, this check doesn't give the full details of the conditions for this application, nor does it clarify who your gas service provider is.  It isn't possible to find the hidden details in this initial check.  So when the work was done, and we called to apply, we were very surprised to find out that your work wasn't covered under the Clean BC program as a ********** customer.  Clean BC does not offer the rebate you are looking for, and we told to direct you to FortisBC.  Markey wasn't aware of this information when we went ahead with the installation of your equipment, and couldn't have corrected the mistake once we were informed.  
  
  
  An additional concern, the electrical work that is covered under the Clean BC program is for a Service upgrade, which is changing out an electrical panel and the service from 100Amps up to 150A or 200Amps as an example.  This kind of work is often quoted at $5,000-$8,000.  What your house needed wasn't a service upgrade, but a breaker installed, and power line run to the outdoor unit, and the appropriate electrical parts (disconnect, whip, water proof fittings) to make it safe and weather proof.  Electrical contractors are charging as high as $2,500 for such work.  We offered to have our electrician do this work for your benefit as (1) it would cost you less, and (2) electrical contractors were extremely busy, so the work could be done sooner.
  
  
  When we went to apply for these rebates, we contacted the staff at Clean BC and were informed of the FortisBC exclusion.  We were surprised to find this out, but we immediately contacted you to discuss the situation, and advise of another option: to apply for the FortiBC Dual Fuel rebate, which we are sure that you qualify for.  
  
  
  Your claim that Markey hasn't submitted invoices against the CleanBC Eligibility code, is correct; because we were in the process of applying, we were informed the ducted system does not include a gas furnace for that eligibility code. 
  
  
  Trying to submit invoices will result in a denied claim (a ***** **** for us), and will incur a lengthy administrative delay, that could put in jeopardy any attempt to get a similar rebate from the Fortis Dual Fuel Rebate program. (This program has giving an deadline of May 31, 2025.)
  
  
  On our Meeting of April 23, we apologized for our part in how events have transpired and were looking for solutions going forward.  We suggested (1) applying for the Fortis BC rebate to get a comparable amount of rebate funding and (2) Markey would reduce our billing by $2000.00 to have you come out exactly even regardless of which program you got rebate money from, and (3) Markey offered to cover the financing on the remaining balance until the cheque arrived from *******
  
  
  We asked that you apply for the Fortis rebate and that time could be limited.  While it is unfortunate how events have worked out, we don't feel that we are 100% responsible, and the solutions that we have offered going forward will accomplish getting you to the same position financially.  We look forward to solving this in a positive manner.
  
  
  Kind Regards,
  
  **** ****
  Markey Mechanical
  *************
  

  Customer Answer

  Date: 28/05/2025

   
  Complaint: 23261873
  
  I am rejecting this response because:

  When I initially contacted Markey Mechanical, as well as during the quote visit, I asked for a 3 head mini split heat pump as per the CleanBC ****** Markey mechanical (ESP Registered Contractor) took the reins and said "no this would be a better option". I stated that "as long as we are in compliance via the Esp ************************* reason we came to you as an ESP Registered Contractor) that we would go with what Markey Mechanical recommended.  We trusted that Markey Mechanical knew what they were doing, and trusted that you put in the right approved equipment.  We trusted that with Markey Mechanical being an ESP registered contractor, that everything was in compliance with CleanBC better Homes strict ***** procedures and processes.    
  
  
  In your email ****, you state that our work isn't covered under the Clean ** ***** because we are a Fortis Customer.  We have attached picture proof, from the Clean BC website, that being a Fortis customer is a REQUIREMENT to apply for the *****.  We also had to give Clean BC our ********** account number for the application process.  Clean BC DOES offer the rebate we are looking for, that is why we applied to the program.  As stated above, we came to Markey looking for a 3 head mini split heat pump, your company advised us that we should go with the central ducted instead, claiming that we were approved for this equipment by *******.  We said that as long as it is ******* approved, that we would go with Markey's recommendation.
  
  
  Since our last email, ******* has been in contact with us and has gotten to the bottom of the situation.  ********** has informed us that Markey Mechanical has installed the wrong/unapproved equipment.  I also personally did an investigation, alongside *******.  All my documentation states that Markey Mechanical has made a huge error.  We have contacted another CleanHomes BC certified HVAC technician, ****** *****, to consult us on the situation.  We have attached his email.  He has told us the same thing as CleanBC, that Markey Mechanical had installed the wrong equipment.  CleanHomes BC procedures states it is the contractor's responsibility to ensure we are qualified for the equipment before it is installed, in addition, that the Contractor installs the correct approved equipment.  The responsibilities are straightforward.
  
  
  Unfortunately, Markey Mechanical has installed the wrong equipment.  Now you are demanding we pay for your negligence and mistake.  That was not what our contract was.  We will not be held accountable for your mistakes.  We came to Markey Mechanical ONLY to have the CleanHomes BC equipment we were APPROVED for installed, so that it would be covered under their ***** ********************** made that perfectly clear to Markey BEFORE, and during, this while process.
  
  
  **** from CleanBC has stated that if you would like your ***** money (which is still valid) that you can remove and re install the right approved equipment.  (We don't owe Markey mechanical anything, and will not take on the responsibility of your mistakes not following the CleanBC strict guidelines.  We also do not trust Markey Mechanical on our property moving forward).  
  
  
  We as customers have lost all trust over the multiple false statements from Markey Mechanical and would only require this to be done through a different ESP registered approved Contractor at the expense of Markey Mechanical.   In addition, all damages, from drilling holes into our house, would need to be fixed at Markey Mechanicals expense. Everything would have to be fixed, and in functioning order, just like before the work was performed.  Then Markey Mechanical would sublet the work to a trustworthy ESP Registered Contractor, and install the 3 head multi split heat pump as per our eligibility code.  Then Markey Mechanical would be eligible for the $12,000.00, plus the northern top of $3000.00, and $3500.00 for the electrical service upgrade.  For a total of $18,500.00.  All extra financial responsibility will be on Markey Mechanical to fix their mistake. 
  
  
  Examples of False statements from Markey Mechanical 
  ***** has said "our Eligibility code is invalid". 
  ***** and **** have said "our Eligibility code is invalid due to having a FortisBC account" (which is a requirement of the CleanBC ***** program).  I have attached a picture of their website stating the is.
  ***** has Stated in voicemail/In person that we "Don't qualify for the CleanBC *******  I have attached ****** email stating this is not true.
  ***** has stated that CleanBC has been misleading us and feeding us false information" which was not correct.
  
  
  As per Tonys email, the fact of the matter is, this situation isn't about perspective but only facts.  Again, We (****** and ****** *******) will not be held responsible for Markey Mechanicals negligence and mistakes.  You have installed unapproved equipment while trying to blame us, the customer, who has already paid 100% of my contract portion, and above and beyond on the electrical.  Because you will not submit the invoices to ******* out of fear of losing your ESP registered contractor listing is of none of my concern.  We will not pay Markey Mechanical for going against our contract and installing equipment that we were not approved for by *******.  We will also not be doing any financing to pay Markey Mechanical for their mistake.  We bear no financial responsibility for Markey Mechanicals negligence.
  
  Sincerely,
  
  ****** *******