Complaints

This profile includes complaints for Steeltech Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steeltech Inc.

  920 Roblin Blvd E, Winkler, MB R6W 0N2

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  Steeltech Inc.

  Box 158 Winkler, MB R6W 4A4

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:16/12/2024

  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.

  I have a warranty I'm trying to enforce and these issues have been going on for a while. I purchased this for a boiler with them and they explained to me the services they are providing, and stipulations for the 5year period. There are some performance issues so we were reaching out in 2022 early. He came by once to do something behind the furnace, left and never saw them again. We had followed up for months on end and they would do nothing. The furnace cost *** dollars. In February 2023 they reached out to us and is asking for ***** dollars still owed. I said I do not mind paying so long as they follow up with the warranty. We tried sending them pictures, and after a back and forth she saw them and said she would send someone out. However, they are trying to say it only covers parts and not labor, despite the warranty not saying so. She was at one point mentioning that if the water test failed the second test failed the first) that they would need to report it and hold onto the parts. She's saying she wont do anything until the water test comes back, but that has nothing to do with the warranty. When we spoke to the warranty people they said she wont release the part until we paid. They need to honor the warranty under service.

  Business Response

  Date: 07/01/2025

  The customer is upset because of a dispute between them and the dealer and their understanding of the warranty.
  
  It is true that they had an issue with a part on their furnace and it needed to be replaced. The new part was shipped out to their dealer at no cost to the customer. The dealer had the parts in stock and was prepared to install them on the furnace. The dealer requested that before they replaced the part that the customer would pay the outstanding balance on their account.
  The customer owed the dealer over $******** for the furnace and other parts and services that dated back to 2022. The dealer and customer had an agreement that the customer would make monthly payments until the bill was paid. The customer made some payments but then stopped.
  The dealer was very willing to install the parts once the bill was paid and the labor for installing the new part was paid. The customer thought that because the part was under warranty, the labor should also be covered. Our warranty is very clear that parts our covered but the cost of freight and labor is not covered by warranty.
  The customer stated that they were told differently by the dealer when purchasing the furnace and it was our responsibility to honor the warranty the way they understood it, not the way the warranty is written. 
  We did our best to try and mediate a solution between the customer and the dealer but in the end the customer became increasingly difficult and threatened legal action several times if their demands were not met.
  The customer was able to pick up the parts at no cost from the dealer and we offered to help guide them through the installation of the new parts if they needed help.
  

  Customer Answer

  Date: 14/01/2025

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

  This is an issue that is to do with the warranty and it started almost immediately after the installation of the boiler in early 2022.The boiler was installed in January 2022 I have been more than patient with both the dealer and the manufacturer. The Manufacturer refuses to uphold the warranty and tries to divert the issue to the amount owing to the dealer so that they don't honour their responsibilities under the warranty.

  In the past I tried working with the dealer to encourage them to uphold the warranty and service as promised upon purchased. This boiler cost $********* which came along with a warranty that was explained to me and my husband on purchase. It included full coverage of parts and labour for the first five years and schedule for post five years. Most of the cost for the boiler was paid upfront and the dealer was invoicing the small remainder ( that was an amount outside of the original quote) which was being paid. The dealer ceased sending invoices and I assumed the small amount was paid off. The dealer did not alert me to the any amount owing and was avoiding returning calls from us regarding the boiler not working properly.  Only when I eventually got in contact with the dealer in November 2023 did ***** informed me of the amount owing. At this time they were successful in avoiding doing any work on the boiler. They installed the boiler, took almost full payment and never looked back or tried to help with the poorly functioning boiler which was within the first 3 months of the installation. In November 2023, I address the issues of the lack of service under warranty. Realizing that they may continue to not perform service on the boiler and I will be stuck with a malfunctioning Boiler, I stated that I will pay the small amount owing in increments under the condition that they perform the service on the boiler. ***** accepted this arrangement and accepted the payment arrangement. Despite paying as promised, they still failed to show up and deal with the malfunctioning boiler. I was left with inadequate heating system that was costing me money. After five months of paying and a remaining balance of $****, I ceased making the payment and consistently tried to engage the dealer to perform work on the boiler. Even when I ceased the monthly payment after April 2024, they still did not contact me to ask why or if there was an issue.  We received no response or communication until we travelled to their site and made an in person visit regarding the performance issues. Not a word was said about the balance of money owing.

  It is important to note that an no time during the purchase negotiation with **** and ***** or in November 2023 when I address the issues with ***** did they mention that the warranty did not include labour. ***** accepted the written arrangement in November 2023 and failed to say that labour was not included. If labour was not included, ***** had lots of opportunity to correct what they had presented to us on purchase and any misunderstanding of the warranty document. She failed to do so because she was fully aware that they sold us the boiler with the understanding that the warranty included parts and labour.  Additionally, we were not provided with any cost for service that would normally be provided if labour was not included. The exclusion of Labour only surfaced when I reached out to the Manufacturer in December 2024. Up until then, we were told that they had ordered the parts but was waiting for the water sample to return to see if we still had coverage under the warranty. The dealer had not mentioned anything about money owing or any issue with labour being included . In fact, after speaking to Mr. *******- the manufacturer, (who was the only person to raise the issue of money owing when he stated that he doesn't blame them for not doing anything to rectify the issue since we owe them money), I informed both manufacture and the dealer that I had no issue with paying out what was owing. However, I need them to uphold the warranty and provide the parts and service and get the boiler working. It was at this time that they brought up the change that service was not included under the warranty. The dealer also injected that we owe her for wood (which was not correct) and when asked for confirmation, she was unable to provide confirmation. I also explained that although I was willing to pay out what was owing, the fact remains that the warranty and any money owing to the dealer are two separate issues. I asserted that the responsibility for the warranty lies with the manufacturer and not the dealer. Mr. *******, the manufacturer continues to try to derail the warranty issue and represent it as an amount owing to the dealer issue. 

  Despite many email correspondence back and forth with the manufacturer, Mr. ******* insist on placing the responsibility of the warranty on to the dealer and insisting that there is no coverage for labour. He insists that we have different understanding of what is covered under the warranty and to this moment have not provided confirmation of this. The warranty I received on purchase does not state that labour is not included. In fact, it states coverage  up to five years is 100%.  In order to minimize the total damages going forward, I arranged to pick up the parts that were offered. We were successful in paying an experienced technician to install the parts. However, there continues to be issues with the  boiler. The motor fan has malfunctioned and the platform on which the boiler is installed on is not leveled and tilted causing ongoing performance issues. I have reached out to both the manufacture and the dealer about the fan motor but they have refused to cover this part and cites that it isn't covered under the warranty which is a new detail. The dealer provided a quote for the cost of the parts but hinges the availability of it on the payment of the outstanding amount to the dealer.

  I will attempt to forward all correspondences that have transpired to the email provided to me : ******************************* ** **** ** ************************** ** * ** ****** ************ ********* ** *****

  I am asking for a review of the warranty document that I have already submitted for any statement excluding labour cost.

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

  Business Response

  Date: 15/01/2025

  Much like most of my conversations with the customer, this is going in circles despite our efforts to bring this to a conclusion.
  
  I was made aware of this situation in December of 2024, up until this point I had no previous contact with the customer and was not aware of any previous issues that they have had. For that reason I will not comment or address those claims in this response.

  We did ask them to send in a water sample, it is required that all customers send in good yearly water samples in order to maintain their warranty. It is written in our owners manuals, the warranty registration and we send out reminders to customers to send in a water sample. It is extremely important for the longevity of the furnace that the water is treated properly, so we will always ask for a water sample in order to maintain warranty.

  I can't comment on any previous conversations they had with their dealer or other issues that happened previously. I was not apart of the conversations and was only made aware of them in December of 2024. I can say that the dealer they purchased the furnace from has been selling our furnaces for close to 20 years, have a great reputation and proven time and time again to be a knowledgeable and reliable dealer. If there was a dispute about the furnaces performance or any issues, I know that the local dealer would have addressed and fixed them in a timely matter. I 100% trust the dealer, their capabilities and judgement in these circumstances.

  This all relates back to the customers understanding of the warranty and not how it is written. For context I have copied and pasted the warranty how it is written in our owners manual. “********** ******** ***. is not responsible for the cost of plumbing, replacement of antifreeze or
  water treatment, shipping cost or any other cost other than the replacement
  component or furnace.”

  This clearly states what our warranty is, what is covered and what is not covered.

  As I said to the customer in previous emails, anything other than what is written under the warranty section of our owners manuals has to be discussed directly with the dealer. It is the dealers responsibility to service the furnace once it is sold. How they do this and what they charge is completely the dealers decision.

  Further to this if there were any further discussion about the warranty or what would be included by the dealer at the time of sale, this needs to be addressed with the dealer and not us. We made no promises or guarantee's past what is written in our warranty policy. We are responsible for honoring our warranty as it is written, we have done that.

  We do not have the authority to demand that our dealers make service calls at no cost. This is something that needs to be worked out between the customer and the dealer.

  We have done our best to try and meditate this and find a solution but the customer became more and more difficult to work with and became more and more demanding. Numerous times we were threatened with legal action. In most cases once that happens we will stop communicating with them and request that they send any further communication through their lawyer. In an attempt to help, we didn't stop communicating with the customer directly to try and bring this to a conclusion.