Complaints

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• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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.

  Gord ********** at Accurate installed my A/C on March 25, 2021 which included warranty of 10 yrs parts and compressor and 5 yrs on labour. On July 9, 2022 at 8:59am, I left a message for Gord stating the A/C was making a loud humming noise. I offered I could send the audio to him. Gord returned my call promptly at 10:32am. He asked me to check the unit near the entry point to the wall. I did and I informed him that there is some ice buildup on the hose/connection. He stated "I'll come and check it out sometime this week". I replied "great, I am working from home but I am sometimes out and about or in teams meetings, so just text me when you are able to come to confirm a time. He agreed and we ended the call. Today, July 11, 2022, I was in a Teams meeting and noticed a truck pull up in my driveway. I stepped out of my meeting and went to the door, confused. He said "I'm Gord". I replied "oh ok, I didn't know you were coming today" to which he replied "I left a message and you said you were working from home so I figured anytime would work." I said "ok well thanks for coming. I'm in a meeting so do you need me or anything?" He said to ensure the A/C was on at the thermostat. I said ok and returned to my meeting. He asked me if I had a hose, I said "yes, there's a hose through the gate." I returned to my meeting. I saw him walk back towards his truck so I checked in briefly. He advised there is buildup of "fluff" on one highly visible side of the unit. He explained that I could simply unplug the power and use a hose to wash the fluff off of the side. I said "ok, so there's nothing wrong with it then?" He said no. We had a brief exchange about my furnace filter. I was rushed to get back to my meeting and he pulled out an invoice pad. I asked if I owed something. He said "just for a service call". I said "oh how much is that? "$140.00". I never explicitly consented to a paid service call nor was I informed of any charges prior to service provision.

  

  Business Response

  Date: 23/08/2022

  Business Response /* (1000, 14, 2022/08/18) */ Hello this is Gord from accurate heating, The customer called me on Sunday saying that the unit was not working properly, I let her know I would make it down to her place as soon as possible. On Monday I tried to reach the customer, but could not get ahold of her, but remembered her saying she was working from home so I took that to mean that she would likely be there for me to fix the issue. Upon arriving to the jobsite I noticed that both the indoor furnace filter and outside condensing unit were both very dirty, I advised her to change the filter more often, especially since she was having renovations done to the basement area. I then proceeded to clean the outside condenser which was very thick with tree seeds and other debris, after which i checked and the unit was cooling properly. Regular maintenance to the system is not covered under any manufacturer's warranty, and there was no way for me to know prior to going to the house that it was a maintenance issue and not a problem with the unit itself. I believe that the service charge is justified as it covers my fuel and time to and from the job Consumer Response /* (3000, 16, 2022/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not informed ahead of time of what day he would attend nor was I advised that there was a charge for his attendance (as the warranty I was apparently covered for included both parts and labour charges). I never consented to Gord providing a maintenance call. He did the cleaning without my consent. *********************************** ******************************************************************************************************** Gord was well aware that my problem was ice buildup prior to attending. In fact, I had even offered to send him a photo of the ice buildup during our first phone conversation. Gord made it clear he was unhappy that he "had to drive across town". I should not have to pay extra for his mileage because he lives outside winnipeg. ************************************************************************************************* Gord's "maintenance call" did NOT fix the freezing issue that I had called him about. He also refused to come out to actually rectify the problem, ********************************************************************************************* After Gord's refusal to fix the A/C, I called ******************************** They were responsive, empathetic and upfront with the cost and possible solutions. They attended the next day and fixed the unit. The problem that they identified should have been covered under Gord's ********* warranty. That bill was $479.00. As Gord was unwilling to come out to actually rectify the problem, I expect a 100% refund of what he charged me for his "maintenance call",at minimum. Business Response /* (4000, 19, 2022/08/23) */ By calling and asking for for someone to come and take a look at the air conditioner it is reasonable to assume that consent is given On a phone call to diagnose a problem is difficult The unit was installed a year prior and general maintenance is not covered under warranty. The customer was not charged and extra for distance or time. The regular service call rate is $125.00 plus taxes. We provide city wide service for the same rate regardless of time it takes to get to a job or distance traveled Customer told us she had a family member tamper with the unit, and not knowing the qualification of that person we cannot and will not cover any labor going forward.