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:05/02/2025

  Type:Billing 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 called to get service to install new water lines in an unfinished basement, move two drain pipes (90 instead of 2 45s), toilet flange and shower drain installed, concrete was already drilled out (although the plumber said they needed to take 3/8 more out- pretty simple work for a plumber). I was quoted $*** but when the work was done it was ~$***** which we paid as the work was done and I was not home, it was my wife. I have still yet to receive the invoice 2 weeks later- but money was charged same day (I have called twice and assured its on its way) as well as i have requested a call back from the complaints dept. over the huge increase in cost. When i asked the plumber (who did amazing work- no complaint there), he said that was just for parts, but no one would ask for a quote for just the parts, obviously a customer would want the total price, or at least say that the $*** is parts only.

  

  Business Response

  Date: 13/02/2025

  Neil,
  
  Thank you for reaching out and sharing your concerns. We're glad to hear you're happy with our work!
  We sincerely apologize for the discrepancy you experienced related to the quoted price and final cost. We understand how important transparency and clarity are when it comes to billing. We'll make it a priority to ensure you receive the invoice for the work that was completed and call you to provide a clear explanation of the cost difference.

  
  Your trust is important to us, and we're committed to resolving this matter for you. In the meantime, if you have any further questions, please don't hesitate to contact us!
  Thank you for your understanding and for allowing us to help.
  
  Your team at Furnasman. 

  Customer Answer

  Date: 13/02/2025

   
  Complaint: ********  
  I am rejecting this response because: I called again yesterday for the invoice, I finally received it (via email while still on the phone - not sure why the other two calls didn't do that), ******** *** *********. It does not break down the cost at all, just the total plus tax. The plumber (Donnie) said it was just under $*** for the parts (which is what he quoted for the total job - but it doesn't even show that), so if that stands, I paid ~$*** for labour, for simple plumbing that was max 4.5 hours, *** ******** ***** **** **** **** ** *** *****. I am not looking for free or even the $*** price, but ~4x higher than the quote ** *** **** ******** *** ** ** ****** ******** ** ********** *** **** **** *** ********. I have placed 3 calls for a call back and in 3 weeks since the job, i have not received any call back.
  
  Sincerely,
  
  Neil ********

  

  Business Response

  Date: 19/02/2025

  Hi Neil, 
  Thank you for allowing us the opportunity to resolve this again. We are happy to let you know that our manager has decided to honor the $******* after tax as we did not get this invoice to you in a timely manner. We are sorry about the confusion and long waits to have this rectified. 
  
  If you have any other questions, please don't hesitate to let us know!
  **** * ***** ****
  
  
  Your team at Furnasman

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair 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.

  So furnace man installed a tankless hot water tank. They left me with a gas leak. The venting is incorrect. They forgot to put a valve on. We've asked them to remove the unit and put our old tank back. They came early to a schedule when no one was home. **** * ******** ******** ******* ** ****  We're looking for a discount on the service they provided or some resolution ** **** *** *** ******* ****** ****** ***

  

  Business Response

  Date: 15/01/2025

  Hi ********,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced during this process.
  
  We understand the seriousness of the situation and acknowledge your concerns regarding the installation of the hot water tank and the potential gas leak. Since you brought this issue to our attention, we have been in touch with you and offered our $***** No-Hassle Guarantee, as well as the option to move the equipment as you requested. You informed us that you needed time to think over the offer. 
  Since then, we have had technicians arrive at your home, but they were turned away. Additionally, our manager contacted you on Friday, but the call was disconnected. Please keep in mind that the offer still stands, and we encourage you to reach out to us to proceed with it.
  
  Your feedback is important to us, and we are committed to improving our service to ensure a better experience for all our customers in the future. 
  
  Your team at Furnasman.

  Customer Answer

  Date: 16/01/2025

  Good day I saw the message you put on better business bureau. I will take the thousand bucks what you're offering. I did send pictures in of the unit being boxed up for you. I'll have it brought back to you tomorrow if it doesn't blizzard like the storm we're supposed to have. I just have to tape up the box for you guys and make sure it's sealed box

   

  I appreciate all the help you are giving me about the situation and I will reference you to a bunch of clients

• Initial Complaint

  Date:31/10/2024

  Type:Product 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.

  Hired a plumber to diagnose an issue at my home (floor tiles broken in kitchen; needed to determine if issue was plumbing or dishwasher). Contacted Furnasman. Plumber spoke to me on the phone at length about my needs but seemed to already have diagnosed the issue without seeing my home. Told me it was a dishwasher issue. I explained that it was for insurance purposes that I needed a plumber. I gave him the dates of discovery of the leak and a lot of info. Original inspection date was cancelled last minute and I was told I’d get a discounted rate. The plumber came on Tuesday and spent less than five minutes diagnosing the issue. He looked under the sink but not underneath the actual dishwasher, yet he determined the issue was the dishwasher. On Wednesday, I received my receipt and was charged the full diagnostic fee. I called the company and asked for the quoted half price. I experienced long wait times. I had to call back later that evening to ask for my plumber report when I realized it wasn’t attached to the receipt. Again, long wait times. I was told I would have it in two days. It did not come. I called again. Long wait times. I was told that they would let a manager know and I’d have the report asap. I waited another two days. It did not come. I called again and was given the same speech about letting a manager know. I said I wanted to speak to a manager and was told there was no direct line to one. I waited six business days before a manager emailed me with a plumber report that simply stated my dishwasher was broken and gave me a quote for removal. It said nothing about the plumbing… Which was very confusing because I hired a plumber! I let the manager know via email (because a manager never phoned me) that I was extremely unhappy with my service. The manager said he would refund me the diagnostic fee. ** *** ********* * ****** * ****** ******* *** *** ******* *** ****** *** ***** **** ** **** **** **** ** ** ****** ** * **** **** ** *******

  

  Business Response

  Date: 31/10/2024

  ***** *** ********

  Please be advised that Kendra ****** was refunded the following on October 30th at her request.

  $***** plus tax for the plumbing visit and $****** plus tax for half of the maintenance plan as Ms. ****** has already had her furnace maintenance completed on September 4th, 2024.

   

  Thank you

  Customer Answer

  Date: 01/11/2024

   
  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,
  
  Kendra ******

• Initial Complaint

  Date:13/12/2023

  Type:Product 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.

  Before the end of August Furnasman tech came to my rental property in Winnipeg and assessed the house for installation of heating and cooling system. I was told I can etransfer the payment to them. Due to limit on ky etransfer I only etransferred $**** on Sept 5. The following week I got a call from the same tech saying due to miscommunication between my caretaker and their installer not meeting up in the house he is cancelling the job and will send me my $**** back. I asked if the money can be etransferred back but was told they can't they will send a cheque to me . I advised him and gave my address here in Victoria BC. Since September I have been calling their company numerous time , was told numerous times that someone/manager will call me but no one did and up until now I have not receive the cheque yet its almost mid December. Yesterday for the second time I was told the cheque was sent to **** ******* instead of here in Victoria. I have clearly stated to send it to Victoria. * ******* *** **** ** ***** ** * ******* ********* ***** ******* **** **** * **** **** * ********* ** **** As of this time I am still waiting for a call back as I was promised that he will get back to me with answers.

  

  Business Response

  Date: 13/12/2023

  Hi Olivia,

  Thank you for bringing this to our attention. We looked into this for you and can see the cheque with your refund was mailed a few weeks ago. However, it appears it was sent to your original address, so the delay would be from it being sent to your address in Winnipeg. Sorry about this! We do have a note on your file to follow up and check in with you, but in the meantime, please don't hesitate to contact us at 
  ************ if you have any other questions or concerns.

  Thank you!

  Customer Answer

  Date: 13/12/2023

   
  Complaint: ********  
  I am rejecting this response because: I have waited since September and I had given instruction to send the cheque to my Victoria BC address and not Winnipeg from the very beginning. Few weeks ago does not clearly state the exact date it was sent. The quick resolution on my part is to have my caretaker/authorized person come to Furnasman office and pick up the cheque. 3 months is too long for a customer like me to wait for the money that is actually mine.
  
  Sincerely,
  
  Olivia ****

  Customer Answer

  Date: 18/12/2023

  I'm very frustrated with Furnasman.  I spoke to Randee last Friday Dec 15 and was told she will return my money back to my credit card. But upon checking today my credit card got charge for $**** by Furnasman . Now they took $**** from me.  I am beyond angry and frustrated with this company.

  January 9, 2024: I finally received the money back after I called them non stop.  * ********** **** **** ** ****** *** ******** ***** *******
  Sincerely ,
  Olivia ****

• Initial Complaint

  Date:23/06/2023

  Type:Service or Repair 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.

  April 16 furnace purchased from **************************** May 3 no show no warning: May 9 no show no warning May 19 Installation. Few days later we discovered that wrong (much cheaper) furnace was installed and contacted them immediately and frequently over the next few days. Not a single Furnaceman employee contacted us to answer our concerns. Thursday June 15 ~3:00 Jim spoke to someone in office who said he would speak to manager and we would hear from them in one hour. No return call. Thursday June 15 4:47 Jim called again as none had contacted us. The salesman called us in the evening saying Friday June 23 install of new furnace. It is noon Friday, June 23, we have heard from on one and no one is answering office calls. * ******* ***** ****** *** **** *** **** *** ****** **** ** **** ** ****** ******* ** ********** ******** 

  

  Business Response

  Date: 25/07/2023

  My records indicate everything was rectified on July 5^th  the clients satisfaction as I handled this personally.

  Jason ****

  General Manager

  Furnasman Heating & Air Conditioning

  Customer Answer

  Date: 25/07/2023

   
  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,
  
  Sophia *****

• Initial Complaint

  Date:28/02/2023

  Type:Service or Repair 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.

  We purchased a high efficiency furnace and a humidifier for our home from Furnasman Winnipeg in early October 2022. The bill was paid in full by credit card at that time. After installation the installers shared that the humidifier would not fit in the space available, they had not installed it and they took it with them, said we should talk to our salesperson. We did, and he said he had to speak to a manager to ok the partial refund. No resolution via the salesperson, their help desk called a few times over the next couple months to see if it was resolved, it was not. Feb 9 I called them to ask for our refund for the humidifier asap, pointed out that I had been more than patient waiting 4 months for my money back for the quoted humidifier they did not install. By Feb 16 I had heard nothing and I called them one last time to ask for our refund, was told it was waiting on their supervisor. I informed them we would be filing this complaint as well as contacting ****. **** ******* **** ** ******** ** ******** ******* ** ******* ** ******* *** ******** **** **** ********** ** ******** * ****** ********** ** ***** **** ** **** **** *** *** ************* 

  

  Business Response

  Date: 28/02/2023

  I reviewed the file and here are my findings.  It would appear the customer was not charged for a humidifier as the sales contract reflects 0 dollars.
  
  However, a cost of $*** was added to the overall total which would signify it was incorporated into the ****** purchase price so the customer could qualify for the cash card and get more ****** cash back.
  
  The client was given a ****** Cash back card for $******* based on the installation of a furnace and humidifier.
  
  If I remove and refund the the cost of the humidifier to the customer, he would have to refund ****** the $******* as he did not purchase 2 pieces of Lennox equipment per the ****** rebate rules.
  
  To ensure he doesn’t have to pay ****** back, we could install a Lennox thermostat which retail for $*** plus tax. I could then offer a refund of the difference at $** dollars plus tax and his ****** rebate he received remains intact.
  

   

  Customer Answer

  Date: 01/03/2023

   
  Complaint: ********  
  I am rejecting this response because: Send me the humidifier we paid for in its original packing and I'll forgive you the cost of the install we paid for that never happened, and we can call it even.
  
  Sincerely,
  
  Tom **************

  

  Business Response

  Date: 07/03/2023

  Customer was given the humidifier in box

   

  Jason ****

  General Manager

  Furnasman Heating & Air Conditioning

  Customer Answer

  Date: 07/03/2023

   
  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,
  
  Tom **************