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:24/10/2022

  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.

  In June 2019 I purchased a Carrier furnace, air conditioner and thermostat from Provincial Heating and Cooling. The furnace and thermostat have not worked properly from day 1. They have been out to service the furnace 10 times. There have been at least 3 service calls that the technician did not leave paper work on what work he performed. The thermostat has been replaced 3 times and it is still not working properly. Provincial has replaced the main board twice, the burners and other components and the furnace continues to fail on a regular basis.

  

  Business Response

  Date: 08/11/2022

  To whom it may concern, 

  In reviewing complaint from homeowner regarding this matter i will give a brief explanation. Homeowner decided to replace his existing 10 year old Goodman furnace in 2019. Considering 10 years is very young to replace a furnace, i will explain. The application of this system is a horizontal installation. This means it is secured from the floor joints in a craw space. This crawl space is mud with high relative humidity in summer months and dusty conditions in both summer and winter months. That being said, the homeowner wanted a replacement system. We quoted the job accordingly to replace both furnace and air conditioning system with extensive work to perform the installation to code. A domestic gas permit was pulled via the Office of the Fire Commission and passed by Manitoba Hydro. The utility having jurisdication. The system that the homwowner decided to purchase is a Carrier Infinity 96 High Efficient NGas furnace, a Carrier Comfort 13 SEER 2 ton Central Air Conditioner with a Carrier Infinity Control (Thermostat), with WiFi. This control monitors the system for the homeowner and the servicing dealer. If a fault code occurs, it will push a notification to the homeowner and servicing dealer. What we have found in the portal is sometimes we receive the notifications, and some times we do not receive them. When investigating from our end via the Carrier portal, we have seen that the Control has removed notifications to the dealer, and in some instances it pushes them through. In this case, we immediately replace the control, but this can occur by the homeowner manually removing the notification to the dealer, or there is no code at all. In other words, we are in ghost mode. Provinical Heating has over 8000 Infinity Systems operating and we have never seen anything like this before in 26 years in business. We sell, service and install the highest amount of Infinity systems in western Canada. We are Carrier Infinity certified, Carrier Factory Authorized and have extreme knowledge with this system. When we receive contact from a homeowner, we immediately send a technician. The after sale service we have performed for this homeowner is beyond what any industry would provide. This is how we have always taken care of our customers. We have taken it upon ourselves to warranty and replace "every" part on the furnace including and not limited to reventing the furnace, rewiring the complete system both low voltage and line voltage including new ground wire, clamp and breaker. We found additional circuits added to our designated furnace circuit from panel had piggy backs. This home has a 60 amp service which is full. We have experienced dirty power in our experience and wanted to clean up any issues which a clean ground and desinated circuit is key to proper operation. This is common in crawl spaces. Not only that but it is code. We feel additional circuits were added after inspection as it would never of passed by the utility in 2019. All of the mentioned additions were out of pocket including labour and not charged to the homeowner. All of this goes back to the original 10 year old Goodman that was replaced due to issues. Perhaps they were the same issues as present. We have performed everything we could and with no service bulletins from the manufacturer stating an issue or concern. We have thousands of operational systems that do not produce Code 14 or any other code. This furnace has and will operate properly as it should.

  Customer Answer

  Date: 29/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am awaiting their reply.
  
  
  
  Sincerely,
  
  
  
  Ron ******

  

  Business Response

  Date: 30/11/2022

  No update. Awaiting response from technical support - manufacturer. We have not received any notifications/codes from Carrier Infinity server.