We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Heat Pumps

All-Phase Heating and Cooling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heat Pumps.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:23/01/2023

    Type:Customer Service Issues
    Status:
    Unresolved
    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 am seeking assistance in getting a refund of $500 deposit for work that was not completed.

    **** ******* (All Phase Heating and Cooling) came to my house in early June 2022 to provide a quote for the installation of three heat pumps. He sent the quote via email on Jun 13 (costs written in an email - no detailed PDF or cancellation policy) and asked for a $500 deposit. He stated that he books up quickly before the winter and would need to send the deposit to secure a spot for installation. I agreed to what was discussed in the email and sent the $500 via e-transfer on Jun 29. We did not book an installation date at that time as we were waiting on approval for a ****** ******* ***** Loan.
    He kept in constant contact with us until I told him Nov 18 that we chose not to get the heat pumps installed. We did not hear anything back at that point so I requested the deposit to be sent back via e-transfer. Only at that time did he tell us that deposits are non-refundable.
    In early December, I sent out a letter formally requesting the deposit to be returned within 10 days of receipt of the letter. I sent it to the business address that he had previously provided and it was sent back as "return to sender". On Dec 23, I sent it to his home address as registered mail and required a signature for delivery. It was signed for on Dec 29 meaning that the deposit should have been returned by Jan 8. I allowed some additional time to the 10 days due to the holidays but have not heard from him. No contact or deposit has been received since the initial request in November 2022.
    Any assistance that you can offer in the return of the $500 deposit is much appreciated.
    Thank you.

    Business Response

    Date: 25/01/2023

    I am here to respond reluctantly to this complaint.

    From time to time we request small deposits before starting work or job for our clients, this being said ; we did with *******. i went to her residence and provided an estimate to install several mini splits. We laid out a plan and in detail described the course of action needed to complete the work. Normally we just take the deposit off of the balance owing. We also had invested more time with their job as they *******'s house required an electrical upgrade to accommodate future installation of their mini splits. We arranganged that for her and set this up through another elctrical contractor. This is more of my time invested in this job that we did not get at the end. ******* is with holding information. Her application was denied from ******* homes. I offered financing and she declined. 

    As a side i had previous relationship with her Paretnts as they hired us to install their heat pump. Everything is excellent with them. I spoke with her dad at one point asking why ******* doednt respond to any of my messages for days or even weeks . I told her father that deposits are non refundable and i was concerned why someone isn't being responsive. 

    In short all deposits are understood to be non refundable. The lesson that I've learned from this. I won't ask for 500$ deposits anymore . 

    As a side i will honour your deposit should you find away to go ahead with your installation of your mini splits. I'll honour the price a quoted you until March of 2023

     

    Business Response

    Date: 25/01/2023

    Everything in this post is relevant including my time !!!

    i helped you , i tried communicating with you. your poor at that! All you did was consume unnecessary energy of mine. Our time is valuable something you don't understand.

    I should've collected 50% deposit. 

    By giving the deposit you ******* excepted the quote .

    More over the deposit is forfeited when you refuse to carry through with quote provided to you.

    take care 

    ****

     

    Customer Answer

    Date: 26/01/2023

     I am rejecting this response because:


    You provided a free quote, as you do with all potential clients, and got me in contact with an electrical company. That miniscule amount of time you spent on my quote is not worth $500.

    I responded to your texts within a few days with the exception of when I was on vacation.

    I did accept the quoted price but was never informed that deposits are non-refundable until I requested it to be returned on Nov 21, 2022. This should have been communicated, in writing, prior to requesting a deposit. The $500 was supposed to be applied to the balance after work was completed -  you did not complete any work on my house thus not earning the $500.

All-Phase Heating and Cooling is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.