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:01/05/2024

  Type:Customer Service 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 a heat pump installed by BG Services (Your Maritime Heating and Cooling Experts) in July 2023. Location Fredericton/Hanwell. I paid $9705.36 for the pump and installation (see attached). I was told by one of the owners that ** was the best product out there and that it would be so quiet I would barely even notice it's there. It has a 10 year parts, labor and compressor warranty. They told me the installation would be very straight forward as they would simply install it where the old air conditioning unit was. Now they are saying that the reason it’s making so much noise is because of where it was installed (on the outer wooden wall).
  The business committed to providing me with quality product and service that I would be very happy with: "satisfaction guaranteed". Yet I am very unhappy with this product and the fact that they can't/won't fix it or replace it.
  For the first few months I was satisfied with the heat pump as it was quiet in its cooling mode. However, in December/January as the weather got cooler, and I had to use the heat it was so incredibly noisy that it kept me awake at night many nights and quite literally put a huge strain on the quality of my life within my home as there was maybe only 1-2 hours of quiet a day. I called to complain and then sent emails when I didn't hear back. They said it was vibrating on the wall due to the location of the installation and put in a few rubber stoppers on the outside unit to try to stop the vibration. This did nothing to reduce the noise so I complained again. The huge dispute is that is that this heater that was supposed to be “so quiet I would barely even notice it was on” is making so much noise that it is ruining the quality of my life in my home and they won’t do anything about it. I've asked them to fix it, replace it or take it out and reimburse me yet they won't do any of these things. I was told I just needed more time to get used to all of the noises. Please see attached for further details.

  Business Response

  Date: 13/05/2024

  We have been in consistent communication with this customer
  regarding the noise concerns related to her HVAC system. Regrettably, I have
  experienced a series of bereavements among family and friends in recent weeks,
  causing a slight delay in responding to customers. Our technicians have visited
  the customer's location multiple times to assess the reported noise. On each
  occasion, the system was found to be producing standard operational sounds. It
  appears that the noise occurs when the system enters the defrost cycle, which
  may be unfamiliar to the customer since the previous air conditioning-only
  system did not have this feature. We have advised the customer to capture a
  video of the noise for further evaluation, as during our visits, we have not
  detected anything beyond typical operational sounds. It is worth noting that
  the system is installed on a balcony due to restrictions imposed by the condo
  board, resulting in additional vibrations from the wooden deck. Typically, HVAC
  systems are installed on the ground or on wall brackets attached to concrete,
  minimizing such vibrations.
  
  Despite the customer's requests for a replacement or refund,
  we are unable to accommodate these demands as our assessments and records
  indicate that the system is functioning within normal parameters. We have made
  every effort to work around the customer's schedule, conduct site visits, and
  address her concerns. Following the latest technician visit, a further email
  complaint was received, stemming from a misunderstanding of the system's
  operation explanation. Despite clarifications provided, the focus shifted back
  to the noise issue. As we are now entering warmer weather, we are unable to
  investigate further without video evidence showing any increased noise levels
  at night during colder temperatures. We are open to reassessing the situation
  in the fall/winter when the weather cools down, provided we receive the
  necessary video or noise recording for a thorough evaluation.
  
  It is essential to highlight that the system comes with a
  comprehensive 10-year parts and labor compressor warranty. As long as the
  customer maintains annual maintenance, there will be no charges for diagnostics
  or truck visits throughout the warranty period. Rest assured, any issues
  covered under the warranty will be addressed without additional costs in the
  upcoming heating season.

  Customer Answer

  Date: 17/05/2024

   I am rejecting this response because:

  It did not resolve the noise issue. 
  
  
  

  
  

  Business Response

  Date: 21/05/2024

  Unfortunately, we regret to inform you that we are currently unable to address the issues related to the heat cycle during the summer months without the video depicting the noises. We want to clarify that we do not consider this matter "closed" on our end. We kindly request the video to accurately diagnose the issue while our technicians are on-site. It is crucial to note that the system may not initiate a defrost cycle in the current warm weather conditions. Rest assured, we are committed to revisiting this matter in the fall when temperatures decrease, allowing the system to undergo its defrost cycle. Thank you for your understanding and cooperation in this matter.

• Initial Complaint

  Date:26/03/2024

  Type:Customer Service 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.

  BG Service came out this past July and did a repair on my heat pump, this cost me close to a thousand dollars. This repair was necessary as the unit was bad, and the mini split was no longer giving any air conditioning inside of my house. A couple months after the repair, I noticed that it wasn't cooling as much as before, but it was an extremely wet, and humid summer so I blamed the weather. Fast forward to this winter, we would have to keep the heat pump on 30 to keep the house anywhere close to 20 degrees, if we lowered the temp, the house drastically got colder. I called BG Service and their tech "******" showed up. He informed me that I had a refrigerant leak, and it would "only" cost 630$ to repair - much nicer than a 5000$ replacement so I went ahead and said yes to a repair. Fast forward a few more weeks, and then "*****" showed up and informed me that not only do I not have a leak, but a failing compressor, AND my outside, and inside unit are not compatible. When I ask why it was installed this way, I got a lot of pushback and claims it wasn't installed by the company.. When I ask why my service calls are always free (a service only offered to customers with whom they installed the units) I didn't get an answer, but instead received an invoice for "******" incorrect service call. I have had BG Service out here to diagnose a few issues with my heat pump - while I was in warranty, and not in warranty and was only charged for 1 service call - when I pointed it out...
  He later claimed records were lost in 2019, so that's why they can't say for sure it was installed by them, but yet I have had them out here in 2019 and that's when it was told they did the install (I found them by looking at the sticker on the outside unit that displays their company info).

  Business Response

  Date: 16/04/2024

  BG Services did have a major computer crash back in 2019 which lost a significant amount of data that we have had to find ways over the years to recover and find information. Our suppliers however did not experience the same crash so whenever we need to look up if a system was sold to us or not from our suppliers we are able to provide the serial number and check in on if the system was in fact sold to BG Services. In this particular case there was no record with our suppliers selling this system to BG Services. We also followed up with the warranty company to confirm if there was a labour contract associated with the serial number as all of our systems come pre-registered with warranty contracts. ******* was informed of the status of her warranty (being only 5 years parts ending April 2020) by our warranty department Pam on August 16 2023. The file was not noted correctly that it was not our installation up until this time which is why the customer was not charged for any Diagnostic services. At this time our files were updated with the found information and diagnostics became billable going forward as we dont believe in back charging customers that were not informed of fees associated with services already performed. However further records show we did know that there was only a parts warranty on the system dating back to our first records with the customer in 2019 as we changed a part in 2019 and the labour portion was billed to the customer while the parts warrant would have been covered under the 5 year manufacturer warranty which should have been the first indication that this was not our installation. Customer paid for labour fees then which any of our installation customers would have known would be covered under the BG Services 10 Year Parts Labour and Compressor warranty inclusive of diagnostics so long as the customer keeps up to date on annual maintenance. 
  The way our services work is we schedule a diagnostic service for a total of 1 hour with a technician. the intention of this service is to determine what is wrong with the system and quote and schedule repairs as needed. In this case the diagnostic performed by ****** on January 4th 2024 resulted in what we call a find leak service being required. This service is required whenever there is a lack of pressure in the system showing low on gas (refrigerant) and our quotes to the customer are very clear that there is no guarantee to the system being repaired during this service. A system can be showing low on gas indications for several reasons, the system could be leaking from a coil or compressor which is unable to be repaired and requires replacement. The service is scheduled with a red seal technician for a 4 hour slot to spend the time necessary to either locate a leak or further diagnose what is causing the leak. This quote was sent out to the customer, called and reviewed and discussed on if this was possibly related to the prior services performed prior to the quote being approved and the work being scheduled. on January 22 2024 ***** who is one of our red seal techs was scheduled to perform the find leak service. Upon this service he spent significant time going over the system in detail and discovered that the two systems were not actually matching equipment and the only thing left that could be causing the issues would be the compressor due to the extensive testing he put the system through as well as speaking with a technical support agent to confirm his findings. his notes from the visit are as follows 

  01-22-2024
  ***** ****
  REASON FOR CALL: FIND  AND REPAIR 
  
  WEIGHED GAS OUT OF SYSTEM AND GOT 30 OZ FROM A 35 OZ CHARGE , THERES ALWAYS A COUPLE OUNCES LEFT IN MY RECOVERY MACHINE AFTER RECOVERING GAS AND ****** WOULDNT LOST A A HOSE FULL OF GAS WHEN HE CHECKED IT IN HEATING, DIDNT SEEM LIKE SYSTEM HAD A LEAK, BUT I WENT AHEAD AND PRESSURE TESTED @ 500 PSI JUST TO BE SURE AND EVERYTHING WAS HOLDING, NOTICED TE ID IS AN LAN12OHYV AND O.D LSU120HSV4, CALLED **** ******* AND CONFIRMED THAT THESE UNITS ARE NOT SUPPOSED TO BE COMPATIBLE , BUT ITS RAN THEY WAY FOR 8 PLUS YEARS, **** MENTIONED IT COULD BE EEV OR STRAINER BUT WE CHANGED WHOLE EEV ASSEMBLY THIS PAST SUMMER, WOULDVE COME WITH BOTH, I PULLED A 30 MIN VACCUM AND CHARGED, SYSTEM WITH 25 OZ OF FRESH GAS , TESTED SYSTEM IN HEATING, AND LEFT MY GAUGES ON TO SEE WHAT HEAD PRESSURE GOT TO, STILL WILL ONLY GET TO 300 PSI AND ABOUT 95 F OUTLET TEMP, ALSO CHECKED DISCHARGE TEMP AND ITS ONLY JUST ABOUT GETTING TO 100 F WHICH FURTHER CONFIRMS ITS NOT EEV OR STRAINER, AS IT WOULD RUN VERY HOT ON DSICHARGE ( 150 F ) ONLY THING IT CAN BE IS COMPRESSOR ITSELF GETTING WEAK /FAILING WHICH COULD BE DUE TO UNITS BEING INCOMPATIBLE TAKING LIFE OF COMPRESSOR, DONT WANT TO RECOOMENT COMPRESSOR SWAP ON 9 YR OLD UNIT WITH NO WARRANTY , I THINK THEY'RE GOING TO LOOK INTO NEW SYSTEMS 

  the customer signed off on this work order with the understanding of the findings. After a few attempts of sending the invoice for the services the customer sent in an email to dispute the charges. the email thread can be found below 

   

  ****,
  
  I actually went with an install using another company as
  their prices were far more affordable than the quotes provided by you
  folks.  I also have been very unhappy with the service provided by your
  company, and have had other issues as well (the owner called me yelling at me a
  couple of years ago telling me I didn't pay a bill when I always promptly pay
  when the invoices arrive in my inbox - a female from the office called me back
  within a few hours to apologize, but it should have been my first red flag
  with dealing with BG Service).
  
  FYI - I cannot send the final amounts owing for invoice
  23390 until the transfer for 24081 has been finalized.  My online banking
  will not allow me to EMT 2 different amounts to the same email address.
  
  Regards,
  *******
  
  ** **** * *** **** ** ****** ** *********************** ******
  ***** ********
  
  We
  do offer financing through two companies. The minimum balance that can be
  financed is $1000. Both are open loans that can be paid out at anytime and
  interest is only charged on the principal balance. Meaning you can make
  additional payments at any time as well as pay off the loan at anytime with no
  penalties.
  
  ********* – this is our most popular choice as it
  is an easy set up and high approval ratings. Their loan terms vary however
  are usually 10 years or more years. The Interest rate is currently sitting
  at 13.99% for this company. The longer term results in lower minimum
  payment amounts
  **** ****** ***** – They have their green home loan
  which is eligible to everyone not just teachers. Their loan requires a
  full bank style application which we do not do in house. We refer you
  directly to them for this application. Their loan is a 5 year term with an
  interest rate of around 8%. While it is a lower interest rate the shorter
  term results in slightly higher minimum payments.
  
  Assuming you were referring to payment options for the new installation, if you
  would like to make payments on the current invoice please let me know. If
  looking to proceed with a new installation we can absorb any open balances into
  the new installation loan.
  
  I
  hope this answers you question
  
  Thanks
  
  ****
  * Colwell
  BG
  Services Inc.
  
  
  Do
  you have any payment plan options?
  
  
  On
  Tue, 5 Mar 2024 at 09:58, bg <bg@******************* wrote:
  Good
  Morning *******,
  
  I
  took a look into the file and the invoice you are referring to is for the find
  leak service. This service includes pulling the refrigerant out of the system,
  pressure testing the entire system with nitrogen, locating the leak and or
  issue with the system causing the low gas errors as well as re-charging if
  there is no leak found and the system.
  
  After reading through the notes this is exactly what we did. ***** pulled the
  charge, pressure tested the system, re-charged the system to factory charge
  after the pressures did not move from the pressure test, and continued to
  diagnose the issue leading to a weak compressor findings which he did not
  recommend changing on a 9 year old system that are not supposed to be
  compatible together in the first place.
  On the quote we provided it does state that this is not a guarantee same day
  repair service as in many cases the find leak service unfortunately is not
  usually where the repairs end. We do our best to review this with every
  customer however in some cases we don’t get to that conversation which is why
  we include it as the first line item on the quote. This ensures customers are
  aware that even if the system is not repaired that day the invoice is still
  billable.
  
  We
  did quote you on a replacement system as we do feel that investing further into
  your system is not the best choice. I would be happy to discount some of the
  cost of the repair off the cost of a new installation if you choose to replace
  the system.
  
  Thanks
  
  ****
  * ******* 
  BG
  Services Inc.
  
  From: ******* ******* <*******.*******@gmail.com>
  Sent: March 5, 2024 9:50 AM
  To: bg <bg@***************.ca>
  Subject: INVOICE 23390
  
  Hello,
  
  I
  would like to dispute charges in this invoice as ***** said that due to the
  issue not being what the technician reported to me on the 4th, the
  charges for the repair would be less as there was no repair.
  
  Regards,
  *******

   

   

  The claims of an owner calling regarding an invoice and yelling seem very strange as the two owners are myself and ***** ****, ***** does not contact customers for overdue payments and I can say with confidence i have never yelled at anyone regarding paying a bill. 

   

  we strive for customer satisfaction, however we do also have to bill for our time and we do our best to explain the whole process to our customers so they are not blind sided by any charges or future services required.

   

  Thank you 

   

  **** * ******* 

   

   

  Customer Answer

  Date: 16/04/2024

   I am rejecting this response because:
  The first tech (******) did not explain that the next steps (the leak repair) wasn't a guaranteed thing.  He told me rather confidently that it was a leak, and that it needed fixing, and all would be well after the fix.  I think that perhaps you need to have him shadowed on jobsites to ensure he is representing what you say or think he is.

  Also, someone did absolutely call me and claim to be an owner trying to collect on (an already paid) bill!  One of the girls in the office called later that day and apologized - this was back in probably 2019.

  
  

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service 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.

  Good Morning,
  
  Need help in addressing the issue I am facing with BG Services Inc. I have called BG Service Inc on Tuesday 2nd-May 2023, asking them to fix my heat pump which was already checked by other company and found the issue with compressor gas leakage from bottom, When I called them for taking there services for my Heat pump compressor soldering to fix it and gas filling. And precisely discussed that I know there is a gas leakage from the compressor and told them if you can solder it and fill the compressor with gas and fix it then I am going to pay the service amount. And told them on the phone that if it is not fixed. I am not going to pay, so the receptionist lady agreed on that and told me that if the repair is not done they will not charge me the amount.
  
  The technician came on May-04-2023 and just spent 7-8 Minutes and I asked him if he came to solder the compressor and fill gas he said no I just came to check it. I told him if he just came to check I don't want your services you can leave. Then they send me a bill and ask me to pay $172.50/-. why should I pay the amount without taking service. and they keep on sending me emails.
  
  Please need your kind support and help me get out of their fraud amount claim. I don't have enough to file a case against them in court. I got your information for consumer department NB.
  
  Thanks
  ********** ****

  Business Response

  Date: 23/05/2023

  ***** ***** contacted our office for a diagnostic on his system. He did inform us that he had another company come out and do the diagnostics and gave us some information regarding their findings. We however do not go off of other companies diagnostics. At this point ***** would have been informed of this and given the information of our diagnostic fees as per our company policy to inform customers of pricing prior to scheduling the work. There is never a guarantee that a diagnostic will repair a system. We would never make an agreement that we would do a diagnostic and if unable to fix the system right then and there we would not charge for it. Our standard procedure is to perform a diagnostic, the technician reports all found issues back to the office and the office quotes on the repairs required. a quote is then sent to the customer and upon approval (and sometimes payment of parts upfront is required) the necessary parts are ordered and the necessary repairs are scheduled. As repairs can range in time anywhere from 15 minutes to 6 hours we are unable to schedule diagnostics and repairs at the same time in most cases. If repairs are able to be preformed while there on the diagnostic of course we would do that repair and review any costs with the customer before proceeding. 
  In this case the repair required was a new compressor. This was quoted and sent out to the customer. However the cost of the compressor was quite expensive and in cases where it is older equipment and there is always the possibility that you replace the compressor and another component then shows it either has failed or is failing resulting in further costs we always advise the customer that there is no guarantee that the one quote for compressor swap will be the end of the line for repairs so we also quoted on a replacement system with a full 10 year warranty so the customer can weigh their options. 
  Our technician preformed the diagnostic as agreed upon. all options were quoted, and the invoice for the service was sent out (which took our tech 22 minutes not 8 as mentioned in the complaint - see attached GPS record showing the time at this customers house)
  The customer then emailed in explaining he did not feel he needed to pay this invoice as we did not fix the system and jumped right to stating he was going to contact the police as well as write "cheating reviews" about our company. I have attached the email thread where we tried to re-explain our process to the customer. 

  Customer Answer

  Date: 23/05/2023

   I am rejecting this response because:
  
  
  They are lying about the time technician spent on this machine. I was physically present and he just spend 5 to 8 minutes and before technician touch the heat pump I told him if he is here for repair then touch it or no need and I showed him the exact physical spot where it is leaking from, He never put on any of his machines and filled any gas in the machine before reconfirming me that you are right it is leaking from the same spot which I showed him with physical touch. If I visit doctor for stomach pain doctor just telling me that yes you are right you stomach is paining without proper investigation and without give me medicine asked me to leave, I will not pay him any thing and I have full right to sue him in the court for not charging me amount for nothing and giving me mental pressure without solving my problem.

  Thanks

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