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Business Profile

Heating Contractors

Atlantic Heating & Cooling Solutions Ltd.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Atlantic Heating & Cooling Solutions Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Atlantic Heating & Cooling Solutions Ltd. has 4 locations, listed below.

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    Customer Complaints Summary

    • 16 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/09/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 January 2022 Atlantic heating was hired to install a generator that was to take 10 days from the time of deposit. 11 months later after several attempts to contact them and pressure them to complete the job they finally installed the generator mid November. During the final test the generator experienced an electrical fire due to incorrect wiring. We were assured it would be made a priority. After many other attempts to resolve we requested our money back. In March we hired a lawyer where Atlantic ignored the legal timelines after many attempts to get the generator issue resolved with no success. We ultimately filed court papers and are awaiting a court date. The generator that experienced the electrical fire continues to sit in our garage, unable to be used or moved without additional expense to us. We are currently out $11,600.00 as a result.

    • Initial Complaint

      Date:22/08/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Had 2 heat pump installed in July 2022 with 10 years warranty.
      One broke June 2023 and there is nobody to answer call.
      Says message full on answering machine and when it's their business hours, nobody
      answers the phone.
      I suspect refregirant leak possibly inside the house.
      This should be address ASAP.
      I don't know if they our out of business or not.

    • Initial Complaint

      Date:17/08/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 made a service appointment a month ago to have my 2 heat pumps serviced/cleaned. The lady on the phone took my address, phone numbers, credit card number and told me the date (Aug 17) and that the arrival time would be between 1:30-2:30pm. At 3:00pm, I started calling my local branch (********) and it went directly to an auto answer and asked me to hold. I did this for 1 hour. All this time no service people had yet arrived. I decided to drive to the local store and it’s vacant. So I’d like to know why was an appointment made of there isn’t any service people and/or someone to call? I am highly annoyed as I made myself available for this entire afternoon and moved furniture around for easy access. I feel it’s highly unprofessional and I’d like some resolve.

    • Initial Complaint

      Date:08/08/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      On July 11th, 2023 we sent a deposit of 1897.00 to Atlantic Heating and Cooling for the installation of a heat pump. The installation was to be on August 8th. They are no longer in contact with us. We have emailed, called and gone by the business office. We are now looking for a refund on our deposit as the install date has passed and they are no longer in contact.

    • Initial Complaint

      Date:02/08/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 had our heat pump installed in January of 2022 and in February of 2023 it broke and wouldn’t turn on at all. After two separate service calls they finally diagnosed the issue and ordered the necessary part but said a specialist in *********, who was unavailable that day, would be out to confirm that was the problem. This specialist never arrived and after not hearing anything for months we called and they said the part was ordered and they would check on an estimated delivery time and get back to us but they never called back. We repeated this routine with them multiple times with no call back and as of the last few weeks no one is answering the phones at all with no option to leave a voicemail. We have tried to stop in to the office and no one was there either.
      It has now been six months with a broken heat pump and absolutely no communication from the company at all.

    • Initial Complaint

      Date:31/07/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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, 2023 Atlantic Heating and Cooling moved a heat pump that they had originally installed at our house to another location within in our home, for which we paid almost the same as new installation. The heat pump has not been working since the relocation. I was able to finally get someone (on July 24) to finally come and have a look. The technician said that the refrigerant needed fixing, so he did something and got it going. It ran for about a week and this weekend, the unit is flashing buttons and the outside fan is not rotating at all.
      I have tried to phone every phone number for Atlantic Heating and cooling and it constantly plays a message saying “someone will be with me shortly”, then after a few minutes the call cuts of so I redial and have the same outcome. I am so frustrated. The technician who was here on July 24 and did the “temporary fix” mentioned that Atlantic Heating was being taken over by another company. I actually called that company out of desperation and was told the deal fell through.
      We need some resolution and are very disappointed, frustrated and angry as well.
      Please advise as this is completely unacceptable.
      I look forward to hearing from you at your earliest convenience. Thank you.

    • Initial Complaint

      Date:18/07/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 had two large heat pumps installed in July/august 2022. They have not worked since. Called them may 2023, states 5 weeks to come look at it, gentleman stayed for 40 seconds stated the units prob didn’t work since we got them, they are known to have problems was ordering parts and would tell us when in. Tried to charge us $130 for a service call when we haven’t had them for even a year and turned them on 5 times cause they have not worked. We have been calling for 4 weeks to see when eta for the parts, no one calls us back, if we do talk to then state they would call us back after calling the distributor and never do, tell us call us back and ever do or just never answer. The woman on the phone is so rude, going on about how hard her job is, yelling on the phone, cutting me off when trying to talk, has hung up on us, all we want is an eta and some communication. It takes 6-8 weeks to get them installed after they do get the parts (they stated in previous conversation takes 1-2 weeks and still not in 4 weeks later and stated no one told me this but they did) so now I’ll be looking into October for a machine to be fixed that has never worked since installed, paid $15,000 for them, zero communication someone yelling at me all the time when I do get a hold
      Of them, never answering the phone for days on end, stating they have a hard job and also stating they never told me this or that. This is the worst customer service and business ever. They also put the heat pump on a deck and a supervisor had to come say they had to move it as they wreck decks. Left wires all hanging in our basement and had to be called to fix it, left tools and boxes around the house when installing and had to be called to come get them. Terrible business. They have never worked ever and we want some resolution. Before winter.

    • Initial Complaint

      Date:14/06/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      My install was in November for 2 heat pumps. 2 men drove up from N.B. to install the units, they advised they had no one local to do it at the time.

      I have been trying to schedule a time for Atlantic Heating & Cooling to come and fix my heat pump issues since April and they keep giving me the excuse that their Halifax office has closed and to call a local manufacturer to fix things that resulted from their install, not the manufacturer.
      A man from the PEI location called me in May and said he would be in touch when someone could come out and I hadn't heard back so I sent another email on June 12 and the Moncton office replied again saying to contact someone local for the manufacturer's warranty but some of the issues which I had asked them to look at and fix were not on the unit itself but the install of the plastic piping covering the wires.
      The sound my downstairs heat pump was making caused my son to turn off the heat pump so he could sleep since it was so loud and banging and that is the only source of heat down there.
      A certificate or small credit would be nice since we have had the unit off for a few months now.
      See attached emails and pictures for further details.
      Thank you!
      *******

      Business Response

      Date: 20/06/2023

      Good afternoon *******,

      I do apologize that we don't have a local Technician for you.  I do recall that the staff in PEI thought you were located in PEI due to your 902 area code when they spoke to you.  I apologize for that.  I am not sure what you are looking to have repaired.  Could you please explain.  Thank you. ********

      Customer Answer

      Date: 20/06/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 20186094, and find that this resolution is satisfactory to me.

      They are asking what I am looking for them to fix, the pictures show the plastic pipes, that they installed, one broken and one came apart.  Another is showing the screw that has come out of my house since it was not anchored to hold the piping in place.  These need to be fixed by them directly as they didn't even last 6 months and have nothing to do with the unit itself.

       

      Thank you,

      *******

    • Initial Complaint

      Date:01/05/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Dear all,
      We bought 2 Mini Splits with Atlantic Heating and Cooling Solutions LTDA, and was installed on April 11, 2022, and the ******** financed by **** ******** Finance. On August 2022, I called them 3 times to schedule a technician because one of the mini splits (on my living room) was the AC (Cooling) was not working. They booked an appointment with us on August 4,2022 at 09:00am, and they reschedule for August 22, 2022, without any notice. My husband missed 1 day at work, and he was waiting for them until 12:32pm (he tried to call them without answer) so he decided to send an email to them, and they replied saying that was canceled that day.
      On October 11, 2022, I sent an email to them because on the same machine, the heater stopped to work. I also mentioned that this mini split came with a damage from fabric, but they said, they could fix it. They book an appointment with a technician on October 28, 2022 between 1-5 pm, I missed 1 day at work, I sent an email the day before confirming the appointment and they confirmed, but on the same day I was waiting for the technician and I sent an email at 03:10pm asking if they were coming, and the company answered saying sorry but they figured that it was required to order some parts for the machine prior to the technician visit. They also mentioned that as soon they received the parts, they would contact me.
      On November 4, 2022, I sent an email to them asking for any updates, and the replied on Nov 7, saying that they were still waiting for the parts.
      In the meanwhile, I was very cold in my house that I had to buy a mobile heater which increase my electivity bill.
      On November 20, 2022, I sent another email, and the answer was the same, they were waiting for the parts.
      On December 12, 2022, I sent another email without answer.
      On December 20, 2022, I sent another email without answer.
      On Jan 13, 2023, I sent another email and I stated that "I tried 100 times to contact the number 1-888-810-4328, and nobody answer the phone. My husband went to your address, and nobody was there. He also called Carmen and she notified him that ******** (she was the person who was first dealing with us) is no longer an employee anymore, and she mentioned that you will contact us this week, and nobody contacted us. I have a few questions for you." This person named Carmen also mentioned to me that she didn't find the order for the parts, and she would ask the Manager called ******** (***) to contact me. (She never returned my calls).
      Please see below my attempts to contact with the Manager without success:
      Wed Jan 25th (I called and spoke with *** - not the manager) she said to me that I should contact Gree directly as this was something that they would not be able to solve it. I said that I wanted the Atlantic Heating to be responsible to take care of this as I bought this with them not with Gree.
      Mon Jan 30th (my husband tried to talk to the manager, but nobody was in the office, he talked to technician named Max)
      Tue Jan 31st (I called and spoke with Jay and she said she would leave a stick note on ***'s desk asking her to contact me ASAP)
      Fri Feb 10 (I called and spoke with ****, she said the same thing, she would notify *** and ask her to call me)
      On April 24, 2023 (Monday) the other mini split that I bought at the same company now has the same problem as the other one, and it’s not turning on.
      I'm very disappointed with this situation as I'm monthly payment for something that I cannot use. My last summer was very hot, and I could not use the AC and now the winter is over, and I could not use the heater. Now I the 2 mini splits not working with the same issue and the company don’t return my calls.
      As I mentioned to them so many times, I'm looking for them to change my mini splits to a brand new ones, as I don't to be fixed anymore.
      I have all the emails that I sent to them, as any other documentation if needed.
      I'm looking forward to hearing from you.
      Regards,
      ****** ****

      Business Response

      Date: 16/05/2023

      Good morning,
      As we have explained to the customer, her warranty is with the manufacturer.  We are no longer servicing those heat pumps and wouldn't have any authority to change them out to a new unit without the manufacturers direction.

      ********


      Customer Answer

      Date: 16/05/2023

       I am rejecting this response because:


      First of all, she NEVER talked to me (she can ask her receptionist ****, who was able to get my notes and give to her so many times) , second of all, the warranty it was expired only April 2023 and we first started called them since October 2022.

      She is now using the "warranty" to not take responsibilities on her end.

      Thanks,

      ****** ****

      Business Response

      Date: 17/05/2023

      The customer has warranty with the manufacturer until April 2032.

      Customer Answer

      Date: 17/05/2023

       I am rejecting this response because:


      We bought a service and the product; it was their responsibility to send the technician to verify and fix the machines. I sent so many emails and had called them so many times since October. If the Atlantic Heating doesn't work with this manufacturer anymore, at least they should be responsible for replacing the 2 machines that I have with another brands if this is the case. I'm not contacting the manufacturer, as it's the company's responsibility to solve this problem. I have 2 machines "brand new" that I had never got a chance to use properly, I'm not looking for them to fix anymore, I want them to replace the machines. I didn't buy the mini splits with the manufacturer, I bought from Atlantic Heating. Again, we are talking about service and product. They would accept this deal and change my machines as I'm not asking yet for them to cover my electricity expenses for 8 months (as I said before, my electricity bill increased as I had to buy extra heather and AC). But, if they don't want to take their responsibility on that, I'll go to the court and it's not going to be the 2 machines only, they will have to charge me for all the issues and expenses related to this inquiry.

      Thanks,

      ****** ****

    • Initial Complaint

      Date:29/03/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 contracted Atlantic Heating & Cooling to install an air exchange system. When the estimator was at my home he said that I was required to provide a $2,000.00 deposit before they would agree to do the installation. I, while he was there, called the office & provided them with my credit card # to make the $2,000.00. deposit. During the installation there was damage to my home & after numerous emails & calls it was agreed that they would repair the damage. A contractor was sent to my home in mid-February to assess the work to be done. I have heard nothing from the company until I received an email yesterday ~ March 29th, 2023 indicating payment of the balance owing in full. When I inquired if they had agreed to waive the balance owing due to the unresolved damage repair they indicated that they had put a payment for $1,929.65 through my credit card. They also indicated that they had contacted 4 companies & that no one would do the work. They did not communicate that to me, nor did they call me to authorize the transaction. After asking they said they would provide a credit of $300.00 for the damage. Once again they accessed by credit card without autorization. There is nothing in my contract with them that allows them to access my credit card without my knowledge. They DO NOT have authority to access my credit card beyond the $2,000.00 deposit.

      Business Response

      Date: 29/03/2023

      Good afternoon,

      I did explain to the customer that the credit card was charged in error. Most customers tell us to process their card number for the 50% balance as soon as the installation is complete.  We have reversed the charges.

      ********

      Customer Answer

      Date: 29/03/2023

       Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 19867657, and find that this resolution is satisfactory to me.

    Atlantic Heating & Cooling Solutions Ltd. is NOT a BBB Accredited Business.

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