Complaints

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

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  Atlantic Heating & Cooling Solutions Ltd.

  1469 Elmwood Dr Moncton, NB E1H 2H5

• 

  Atlantic Heating & Cooling Solutions Ltd.

  553 Main Street Shediac, NB E4P 2C5

• 

  Atlantic Heating & Cooling Solutions Ltd.

  1203 Coldstream Road Stewiacke, NS B0N 2J0

• 

  Atlantic Heating & Cooling Solutions Ltd.

  388 Conway Road Ellerslie, PE C0B 1J0

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:16/03/2023

  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.

  Atlantic Heating and Cooling Solutions Ltd (AH&CS) installed our heat pumps on July 8, 2014, and the sales rep assured us that our units would be covered for parts and labour for 10 years and that we would be required to pay for service calls billed at a base rate.
  
  Our contract and warranty is a single piece of paper on AH&CS letterhead with a ******* logo and a handwritten note stating "Instaled (sic) included 10 years parts and labor". It is void of exclusions or limitations and does not specify that parts must be *******.
  
  We called AH&CS on Feb. 28, 2023, because a unit was not throwing heat and the AH&CS rep stated that they do not have any technicians in Nova Scotia and referred us to ******** ********* ****** (***). We later learned that AH&CS no longer conducts business in Nova Scotia, leaving numerous heat pumps to be serviced by other companies.
  
  On March 7, the *** tech diagnosed the issue as a freon leak in the line connecting the interior (head) and exterior (condenser) devices and that the repair would not be covered under warranty because the install was not done correctly; the estimated repair cost is more than $1,000.
  
  On March 13, we called AH&CS and explained the *** tech's diagnostics to them. Their response:
  
  "The warranty is not through us..It is through ******* and they should uphold that for the 10-Year Parts and Labour"
  
  The rep suggested we get a second opinion from Scotia HVAC.
  
  On March 14 we called ******* for warranty and were referred to The Master Group.
  
  On March 14 we called The Master Group (Moncton) and the rep stated:
  
  "If they're [***] saying that it's something with the installation where they ran the lineset through the wall or something along that line, that's not the manufacturers warranty."
  
  We can provide affidavits from other families with the same 2014 contract who interpret this as a warranty repair because we were not informed that the electrical wiring, copper lines, freon leaks or craftsmanship are not covered.

  Business Response

  Date: 20/03/2023

  Good afternoon,

  
  

  We currently do not have any Technicians working directly in Nova Scotia.  We are still operating in Nova Scotia and we hope to be able to find Technicians looking for work soon.  There is a shortage of skilled trades.  Our installation is warrantied by us, AHCS, for a period of one year from the installation date.  The parts and labour warranty is with The Master Group and ******* directly.  Any authorized dealer can service and claim warranty on ******* heat pumps.  I am attaching a copy of the 10 year warranty that this customer has available to them.  I can send my Technicians to Nova Scotia to look at this job but it won't be covered under warranty by us either.  I hope this is helpful.

  
  

  ********

  Customer Answer

  Date: 21/03/2023

   I am rejecting this response because:
  
  
  
  We called AHCS management today after
  receiving their reply to our BBB complaint and requested a callback, with the hope
  that we could reach an amicable agreement, but they did not return our call, and
  because their reply to our complaint was not helpful, we REJECT their response
  and will continue in this forum.
  
  It appears that
  we can only reply or add additional documents after the business replies so in
  the event that this is our last opportunity to provide information, BBB please consider
  the following:
  
  We are not
  employed in the heat pump industry so we cannot comment on the availability of technicians
  in Nova Scotia, however, posting desirable job opportunities in our province for
  those positions would be an excellent start on the part of AHCS.
  
  Regarding the
  warranty document uploaded by AHCS:
  
  At no point,
  prior to today, did AHCS provide us with a copy of – or make any reference to
  -- the attached “10-YEAR LIMITED ON PARTS AND LABOUR” ******* Warranty. We spoke
  with three other families in our community, so far, that had heat pumps installed
  by AHCS in 2014 and none of those families received a copy of this warranty. And
  so, we are all very curious if this limited warranty document was an afterthought
  and that AHCS thinks we’re not paying attention since it’s dated November 2016,
  more than two years after our installations, or if something more systemic was at
  play at that time given that it’s the first time that four out of four families
  have seen this document.
  
  Would it be
  reasonable to conclude that AHCS was negligent in how they presented the
  warranty to us – hand written on our invoice, if the intended warranty was
  different than the warranty offered by their salesperson and, by extension, AHCS,
  or that maybe AHCS was participating in deceptive marketing practices by offering
  misleading warranties? Competition Act, R.S.C., 1985, c. C-34, s. 74.01 (1).
  
  When you buy something,
  you expect it to work. In a perfect world, the products we purchase would work
  for as long we need them, however, we do not live in a perfect world so we shop
  for the best products we can afford. We also shop for the best warranties to
  cover any costs relating to future repairs that might be required for those imperfect
  products and services, and expect those warranties to be provided in clear and unambiguous
  language such as “10 YEARS PARTS AND LABOUR” or “10-YEAR LIMITED ON PARTS AND
  LABOUR”.
  
  If the AHCS salesperson
  had verbally explained the true terms of warranty, or provided the terms of
  warranty by way of the warranty document attached today by AHCS , those terms
  would have given us reason for pause, and would have had a direct impact on
  whether we chose AHCS or a competing company.
  
  In a succinct
  response to another BBB complaint on March 6, 2023, AHCS provides the following
  statement to their customer as argument for terms of warranty.
  
  [The invoice
  clearly reads that it is a “Limited warranty”] 
  
  Our invoice
  clearly reads “10 YEARS PARTS AND LABOUR” and contains no reference to a “Limited
  warranty” clause, and therefore we have always understand our warranty to be a “Full
  warranty”.
  
  Please request a
  copy of the invoice that AHCS is referring to in the March 6, 2023 comment to
  their customer – all personal information redacted for privacy, of course – so
  that that invoice can be compared to ours (see Contract.png).  If AHCS cannot provide a redacted copy of that
  invoice, please request a copy of their current invoice template which they
  state “clearly reads this is a ‘Limited warranty’” so that it can be compared
  to ours.
  
  To further
  support our complaint, please refer to attached quote 0156 provided by the AHCS
  salesperson when they visited our home in the summer of 2014. It’s our opinion that
  the salesperson uses unambiguous language leaving no room for interpretation as
  to what was, and what was not included in the warranty offered by AHCS prior to
  signing the contract.
  
  “10 YEARS PARTS
  + LABOUR INCL. INSTALLATION, ALL MATERIALS + ELECTRICAL”
  
  We did not have a
  copy of the attached ******* warranty document, or the necessary industry-specific
  knowledge in 2014, to ask the salesperson informed questions about conditions
  that would make our heat pumps ineligible for repair under warranty, such as:
  
  How long does AHCS warranty their installations? This information was not provided to us prior to March 13, 2023.
  
  Will our warranty cover the cost of repairs if the AHCS technicians do not install the system properly?
  Does the copper lineset connecting the interior head unit and condenser come with the heat pump package provided by *******, or are we required to pay for all repairs relating to all failures of that copper lineset, and its constituent parts, including failed flare joints?
  
  On the date we
  signed our contract with AHCS, the parts, materials, installation procedures, quality
  standards, and presumably, all itemized lists of exclusions and limitations to
  the 10-Year Warranty – all of which are required for a successful and
  covered-by-warranty heat pump installation -- were known ‘only’ to the
  contractor [AHCS], the product manufacturer [*******], and the company
  responsible for the distribution of parts, management of all contractor invoices
  and warranty coverage through ******* [The Master Group] (TMG).
  
  We learned of
  the existence of TMG and their role in facilitating the warranty repairs of AHCS
  heat pump installations on March 14, 2023. TMG is not named in our contract, so
  this complaint is addressed solely to AHCS.
  
  On March 14,
  2023, we asked an AHCS representative if AHCS will cover the costs of the
  repair and they stated:
  
  "I just
  checked with management. There is absolutely nothing at this point that we can
  do.  There's technically no obligation on
  our end. I know that it has our name on that contract, but we are no longer
  servicing that area...legally there is no obligation I've been told."
  
  We later spoke
  with AHCS management and explained that we would like to resolve the issue with
  them rather than contacting the Better Business Bureau, or going to Small
  Claims Court.  We asked if AHCS would
  cover the cost of the repair and they responded “No”.
  
  AHCS can “clearly”
  see on their copy of our invoice – and our uploaded copy of our quote and invoice
  -- that our warranty is NOT “limited”. AHCS could have started a dialog with
  ***, ******* and TMG to resolve this warranty dispute, and provide a resolution
  for these necessary repairs, however, they chose to stand firm with their position,
  necessitating the services of a conciliator.
  
  To reiterate and
  to further clarify why we have filed this complaint against AHCS:   
  
  Our warranty – as defined in our contract and explained to us by the AHCS salesperson, prior to signing the contract – does not stipulate any conditions or limitations that would result in a repair not being covered under warranty.We did not receive a copy of the warranty that AHCS purports to have made available to us, prior to filing this complaint with the BBB.
  
  If the BBB is of the opinion that the warranty limitations, as detailed in the attached ******* warranty, dated November 2016, should be retroactively applied to our 2014 install, please consider that we are not able to repair our heat pump under that limited warranty because of a claim by a ******** ********* ****** technician indicating that AHCS performed a “bad installation” by hiding a flare joint in the cavity of the core drill (hole drilled through concrete wall) and/or building envelope, and the repair requires the removal of drywall so that the technician can attempt to gain access the leaky flare joint(s). A technician’s inability to follow a product vendor’s documented installation requirements, or a company’s lack of quality control, and possibly, professional negligence and/or deceptive marketing practices when offering warranties, should not impose financial burden on the customer.
  
  The Consumer Protection Act in Nova Scotia provides us with a
  number of protections, one being that the services provided by a company will
  be performed in a skillful and workmanlike way. This is not how the Sunshine
  ********* ****** technician describes the work performed by AHCS on our heat
  pump installation. AHCS does not need to have a technician in Nova Scotia to do
  the right thing by covering these repair costs.
  
  We request that
  our “Desired Outcome/Settlement” be amended as follows:
  
  AHCS provide the
  BBB with proof that clearly demonstrates our agreement to a limited warranty at
  the time we signed our contracts.
  
  Or:
  
  AHCS provide reimbursement for the diagnostics service call provided by *** because the service call would not be necessary if the AHCS technician had not hidden a flare joint, that has since loosened and discharged all freon contained within the copper lines.

  And
  
  AHCS cover the full cost of the heat pump repair – estimated to be more than $1,000.

  And
  
  AHCS provide signed assurance that any and all future repairs that may arise, during the remainder of these 2014 “10-YEAR PARTS AND LABOUR” warranties, be covered by warranty -- as written in our contracts (without exception or limitation) – in the course of normal wear and tear or, be covered in full by AHCS regardless of reason for repair.
  
  Thank you for your time.
  

• Initial Complaint

  Date:28/02/2023

  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.

  On July 14,2022 I had a home ducted heat pump system supplied and installed by Atlantic ******* ******* & Cooling .On Dec. 10,2022 the system started having problems with the indoor blower fan not coming on . Atlantic arrived on-site 2022-12-22 and determined the circuit board was the problem and they would order a new board . The fan kept giving problems and the main breaker had to be reset to restart it .This basically meant that someone had to be in the house at all times. On Jan.24,2023,I visited the Atlantic office in Rothesay N.B. to enquire about the arrival of the new circuit board and the corresponding repairs . At this time I was told that " the company was unable to source a circuit board and I should get one on my own from another company". It was suggested to go to ***** **** *************, but when I noted they were not a dealer for the brand of my heat pump, the Atlantic personnel provided the name of ******** ******* and **********. I contacted ******** the same day and they had a technician onsite Jan.25,2023 and determined the system was low in refrigerant. On Jan.27,2023 the technician returned to check for leaks and to recharge the system. On Feb.03,2023 the ******** Technician was on site with a new circuit board, but it was discovered that the fan motor was the problem. ******** started the process of procuring a new fan motor. I had not had any communication with Atlantic since Jan.24,2023 until I met with them on Feb.10,2023 and gave them the cost I had incurred from ******** . On Feb.14,2023 the Atlantic tech arrived unannounced to install a new fan motor He suggested I cancel the order for the fan from ******** ,which I did . On Feb.21,2023 I hand delivered a package to Atlantic with the invoices from ******** totaling $1279.34 and requesting reimbursement of the total . The total cost from ******** was labor related.( no parts installed) To-date I have received only incorrect info about who else should pay me. ( the manufacturer ) .

  Business Response

  Date: 03/03/2023

  Good morning,

  We have been discussing this issue with Mr. *****.  We were unable to service his heat pump in a timely manner and suggested he call another dealer.  He did so.  Unfortunately, it looks like the other dealer he chose over charged him astronomically.  He does have a limited warranty for labor and offered to reimburse what we would have charged him had we been able to complete the service ourselves.  Please see the offer below that Mr. ***** does not accept.

  The
  first invoice for $321.99.  We would reimburse you our diagnosis fee of
  $129 plus HST totaling $148.35. 
  The
  next invoice for $666.98 is not a warranty issue.  We would charge you for
  refrigerant as well as the labor to do so.  However, it should not have
  taken that long.  2 hours max for 1 Technician.
  The
  last invoice for $192.62.  They did nothing and charged you for it. 
  They installed a part that didn’t work.  We can not pay for their
  mistakes.

  I feel very strongly that since that company over charged him and charged him for service where they didn't fix anything and since the company is out of business (to our knowledge), that he should apply to **** to get a full reimbursement.

  Thank you

  ********

  Customer Answer

  Date: 03/03/2023

   I am rejecting this response because:there was no mention of a limited labour warranty in the original contract . Atlantic was not able to service the unit during the coldest week of the year. You also gave no indication of a preferred dealer to use or what costs I should expect .
   Because you were unable to service the unit from Dec.10,2022 onward,our family was not able to leave the house for more the several hours for fear of the system
   failing and a total freeze-up of the house .

     The second invoice you refer to is a follow-up to to the first visit which found the system was not functioning properly (temp between supply and return was 10 deg F and should be 20 F ). Techs found the system missing 1.5 lbs. The system was purchased to have 100% charge and not 90% .The only way to be sure there was not a leak was to do the work as listed on this invoice (22470 !) .Also your own tech ***** O. was on site in October and found the system lacking refrigerant. He did not purge the system and check for leaks but just added the extra refrigerant,however ,this visit was covered by the warranty . If he had done the leak check and reported the findings to me ,this charge could have been eliminated . The fact remains that the refrigerant was not up to spec and this is part of the one year warranty ! 

   The third invoice was for the determination that the fan motor was faulty . Atlantic' s tech on Dec.22,2022 said the problem was the circuit board .On Jan.24,2023 your service person told me you could not source the required circuit board and I should get one on my own .That is what started this whole exercise .

    I do not understand what bearing ******** ******* possibly going out of business has on the dispute . They were in full operation when they performed the work and employed red seal technicians .

   I also do noe understand what **** would have to do with this dispute .

   

  Business Response

  Date: 06/03/2023

  Hello.

   

  The invoice clearly reads that it is a "Limited warranty".

   

  The only reason I suggest disputing the charges with **** is because you were severely over charged by ******** *******.  Since they are out of business and unlikely to be able to refund you now, I am suggesting disputing it with **** as your only recourse.

   

  ********

  Customer Answer

  Date: 06/03/2023

   I am rejecting this response because:
  I cannot accept such and unrealistic offer . I also do not feel **** should be contacted to pay for Atlantic ******* and Cooling responsible costs. However, in the interest of settling this dispute, I am willing to accept a reimbursement of $976.93 which is based on your quoted charge-out rate and comments from previous correspondence . See below for calculations .

  Invoice 22450 $148.35

  Invoice 22470 2hrs@$129.00 + tax $296.70

    refrigerant + tax  $69.00

                           truck +tax  $46.00

  Invoice 22505 2.5 hrs.@ $129.00 +tax  $370.88

                       truck +tax   $ 46.00

   

  Total $ 976.93

  
  

• Initial Complaint

  Date:23/02/2023

  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.

  I requested a quote for second heat pump from this companies service technician while he was servicing my unit. The new heat pump would be located next to the existing, but the existing unit had to be moved over to make room to fit the new unit. The technician acknowledged this and did not see this as a problem since the existing unit just had to be slid (table stand) a short distance (no cutting coolant lines or recharging necessary). There was also very little coolant tube channel that had to be relocated. He quoted the job as a basic installation.
  I called the main office prior to the install to ensure they were prepared for the job and was put in contact with the appropriate individual. We reviewed that the old unit had to be moved and he expressed no concerns. I also received a call from the electrician prior to leaving and I also told him the existing unit had to be moved.
  When the installers arrived they spent the longest time trying to figure out different ways to install the new unit without moving the old without success. Finally the electrician said he didn’t have conduit for the electrical (I live 15 min from an industrial park) but they rescheduled the job, told me to call ********, and left for home.
  When I called ******** she said it would cost an extra $1000 plus tax to move the existing unit and would not do it for less than 1000 tax incl. She also said I could not cancel the job without forfeiting a large part of my 50 percent deposit.
  When they returned to do the job a couple days later the electrician still didn’t bring enough electrical conduit or conduit couplers so located the junction boxes up high in plain view instead of discretely behind the units.
  I received an email invoice for a full relocation of the old unit and an additional $1000 increase to the originally quoted amount. I replied to the email and I later spoke with ******** but she did not want to hear my concerns and threatened to send the invoice to collections.

  Business Response

  Date: 06/03/2023

  We provided Mr.
  ***** an ESTIMATE on November 30, 2022.  The estimate was for new
  installation only.  It did not include relocating his other unit.  On
  February 6, 2023, ***** spoke to our office about moving his other unit about 3
  inches.  He inquired how much that would be.  Our Sales Tech called
  him back and said if it was just a few inches, we could do it at no
  charge.  On February 7th, our installation crew went to Mr.
  ****** house to find out the unit had to be moved 3 feet and would need new materials
  which they did not have with them because it was not part of the
  estimate.  They tried to work out another plan with Mr. ***** to not move
  the unit.  Mr. ***** insisted it needed to be moved.  The
  installation crew told him that they would have to come back another day with
  the proper materials for the new job and to contact our office to get a quote
  on moving the unit.  I personally spoke to Mr. ***** and advised him the
  additional time and work would be $1,000 plus tax.  He said that was too
  much.  He asked if he could just cancel the install all together
  then.  I said yes but we would keep $450 of his deposit to cover off the
  restocking fee of the unit and the time spent that day. He said no to that as
  well.  Mr ***** asked if $1,000 tax included was possible.  I said
  yes.  We had an agreement.  We rescheduled the Techs to return the
  following week to relocate his unit and install the new unit.  After his
  unit was relocated and the new install was complete, Mr. ***** refused to pay
  the outstanding balance.  He wanted to discuss the price again.  He
  asked if he could negotiate the price.  I said we already did and I
  already gave him a deal and there would be no further negotiations.  He
  paid the outstanding balance 2 days later and then filed this complaint. 
  
  I don’t know why Mr
  ***** doesn’t feel that he should pay for the products and services received.
  
  Thank you
  ********Tell us why here...

  Customer Answer

  Date: 06/03/2023

   I am rejecting this response because: The companies response contains a lot of false information and did not address the issues brought forth in my complaint. These included the following:

  1) The job was quoted based on an on site inspection of the job site by their employee.

  2) Their employee knew the existing unit had to be moved as it was not possible to fit the new unit into the space without moving the old unit (he told me it had to be moved not vice versa).

  3) I had not discussed moving the existing unit three inches with their sales rep prior to the install date. Clearly this would make no sense as 3 inches would have been insignificant (I can provide dimensions to show how ridiculous this sounds). I called their main office to discuss the install and reception had their sales rep call me back. I did not ask how much it would cost to move the existing unit as the job had already been quoted based on the location where it was to be installed. I called to ensure the installers would arrive prepared for the work to be performed. I informed their rep I estimated the unit would have to be moved a minimum of 1 to 1.5 feet. He did not express concern because the outside unit would be moved closer to the inside unit and no coolant lines required extension or to be cut. 
  
  4) As noted in the complaint the installers did try to find a way to install the new unit into the space without success. This should not have been a surprise to anyone at this point, especially since I even told the electrician who called prior to leaving for the job site. They arrived unprepared to even install the new unit even if the old unit didn’t require moving (no proper electrical tubing conduit or wire feed stick). They did not make any attempt to get supplies locally and left. 
  

  5) The installers did not tell me to call ******** to get a quote for the extra work required but rather they discussed situation with ******** in private, gave me another install date, told me to call ******** and left. Even when they returned the second time they were unprepared as they didn’t have enough electrical conduit or conduit couplers (as noted in my complaint and shown in picture).

  6) When I called ******** after the first visit after they left the cost to my deposit she noted was double that noted in her reply.

  I would like to know why this company doesn’t feel compelled to honour their business obligations to customers and adds additional charges to customer quotations for their poor internal communications and unpreparedness. I can only assume this along with their attempt to distort truth when challenged is the reason for their poor customer reviews.

   

   
  

  
  

  Business Response

  Date: 06/03/2023

  Hello.  I don't know how to respond to this.  We had an agreed upon price for the job.  We did the job as asked.  He paid for the job.  He is now complaining about the price and looking for a reduction.  We alrady gave him our best price.  Thank you.  ********

  Customer Answer

  Date: 06/03/2023

   I am rejecting this response because: If this were a reputable business they would know how to respond. They would honour their original quotation that was based on their employee visiting the job site and return the $1000 extra they charged just because they thought they could get away with it. Once again I must state that it was only possible to install the new unit by moving the old unit. The technician who quoted the job knew this, as did the company’s sales rep and the installation team before leaving for the job site. I expressed my dissatisfaction from first learning of their intent to charge extra for a job they had already quoted, and allowed the install to continue only under threat of losing my deposit. I paid the full invoice only after ******** threatened to send the invoice to collections. This manager’s stated ignorance regarding not knowing how to proceed only shows her lack of business ethics.
  
  
  
  

• Initial Complaint

  Date:23/01/2023

  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.

  They have installed a new ******* mini-split in my basement last fall (2022), but, while the technicians were still here, I've noticed a visible scratch on the indoor unit.
  One of the technicians called it in and they've confirmed they will replace the scratched panel under warranty.
  During the scheduled appointment to replace the scratched panel, which was a few weeks later, I reported to the technician that there is a noise coming from the unit. The technician said they'd need to order parts for both the noise AND the scratched panel (he didn't have one with him, even though the appointment was made specifically to replace it).
  Later, within a few weeks, someone from the company called me to schedule another appointment as the parts came in. The appointment was made for more than a month later.
  The appointment time came and went and nobody called me to tell me why they didn't show up for the scheduled appointment.
  I called them back (sometime in November of 2022), but I was told the Moncton office (which was the one I was dealing from the beginning) is undergoing some changes and that they will call me back to reschedule.
  It's been 2 month since then and I have not received any calls.
  
  2 days ago I did my first filter cleaning for the new unit and I've noticed that one of the filter meshes was damaged and that the fins on the same side are damaged as well (bent). Seeing that the unit was new when installed, I can only suspect that the technician miss-handled it and damaged the fins and the filter.
  
  I've been trying to reach them over the phone for the past 3-4 days, using the 3 numbers I've found online (a toll-free number, one for NS and one for PEI). The toll-free and the PEI ones point to the same automate message (all agents are occupied, please wait, then, 5 minutes later, it disconnects). The NS one is disconnected altogether.

  Business Response

  Date: 30/01/2023

  We are currently working with this customer to resolve the service/repair request.

• Initial Complaint

  Date:28/12/2022

  Type:Order 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.

  Had yearly maintenance cleaning on Fujitsu heat pump in May. Noticed shortly after, water leaking from unit. At first it was a slow leak, then began leaking a lot. Contacted Atlantic Heating & Cooling asking for service call. They did not come out until late August. At this point the drywall below my heat pump was ruined and insulation behind it. Service tech said the person who cleaned the unit (Atlantic Cooling & Heating tech) did not put unit back together properly and also cracked the drain pan. Replacement parts were then ordered. Called them every two weeks for status, not updates, backordered parts. Received email mid November stating parts were in and service scheduled for December 16, 2022. Day before service date, I get an email cancelling service and was told I would be notified with new date. I called today, December 28, 2022 as I had not heard from anyone. Was told by dispatcher that they had no technicians for Nova Scotia at the moment and had not idea when they would. Totally dissatisfied. Bought this unit has it claimed to have excellent warranty. Being left without heating source for the winter is just what my family & I needed.

  Business Response

  Date: 29/12/2022

  Thank you for reaching out.  I do apologize for the inconvenience.  We have been short staffed due to this virus that has been going around since November.  I did notice the part that was needed was back ordered from the manufacturer prior to that as well.  We will contact you this week and should be able to get it fixed in the next couple of days.  I apologize for the inconvenience and appreciate your patience.  ********

  Customer Answer

  Date: 04/01/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18650605, and find that this resolution is satisfactory to me.

   

  I accept as long as the unit gets fixed in timely manner