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:22/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Bought HVAC unit Feb 2022 from price of $7,500 through Vault Pay for payments over 7 years. Company said 12 years parts and labour included. Called four times over 2 weeks but no return phone call. Found new articles on the owner who has been involved in drugs and scams in the past. There is a group on facebook for customers of this company. This company is a scam. Spoke with an ex employee who quit because owed so much money. The contract has been breached. If you call their number, you get a third party answering service who just takes a message and no one calls back. Their office location is closed and for lease.

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  November 23, 2022 we (****** & ****** ******) had just completed negotiations with Mr *****, of Atlantic Standard HVAC to purchase and have installed at our residence, 23 Charles Street, Corner Brook, one ** heat pump system (18,000BTU - negative 26 degrees), with a promise that it would be installed within the next two weeks, or three at the most. This complete system, installed was going to cost us a grand total of five thousand nine hundred eight-five dollars and fifty-two cents ($5,985.52), and was to include a welcome package, with *** *****, $100 **** card, and special remote for the ** system that could control the system via wi-fi.
  Finally, on January 6, 2023 two installers showed up at our residence to do the installation. Much to our surprise, they had not brought the ** system, for which we had bargained / instead they had a ***** system! Well, although I was reluctant to have a ***** system installed, instead of the ** system, and after much persuading, and because of the cold, Winter months, I finally agreed for them to proceed with the installation.
  During the following couple Winter months, this ***** system kept freezing up, with ice forming on the exterior of the outdoor unit! The system had to be shut down and de-iced with hot water! After much research, and, using codes on the outdoor unit, in consultations with an heat-pump expert, I was advised that this particular ***** system was capable of functioning at only approximately sixty percent, with a temperature of negative fifteen!
  On May 31, 2023 the total amount of five thousand nine hundred eighty-five dollars and fifty-two cents ($5,985.52) was paid(receipts kept). However, as of this date, we have not received any acknowledgments from Atlantic Standard HVAC of *** *****, **** card, nor any welcome package!

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 heat pumps put in January, they were suppose to pay an electrician which they have not also was suppose to get a welcome package which had a divine so I could control from my phone to turn up and down also air miles . I have contacted them multiple times which they said it would be paid that week . They have told me that every two weeks since the middle of January. I am paying them out threw pay volt they also have messaged them for me , with no better results

• Initial Complaint

  Date:04/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 3 minisplits installed in my home on December 8th,2022. In my contract, I was told I would have 12 years service warranty and would have service within 24 hours of calling them. I was also told
  That they would help to
  Lower my heat bill. My heat bill has been steadily inclining over the last 6 months, and more recently the AC stopped working. I have contacted them via email, text, and by phone more than 20 times, and each time I am told they will call me back, however I never hear from them.
  I’ve heard from other companies that they have gone bankrupt, and the contact number refuses that it is not true. Either way, they are not holding up their end of their contract and have clearly sold a faulty product.

• Initial Complaint

  Date:20/07/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 2 heat pumps installed in January 2023. Since installed we called them with an issue of the heat pump making alit of noise vibrating noise. They said they would send someone out to have a look. Months went by still no one was very hard for someone to call us back. They eventually got back to us sent someone out months later to have a look. By this time the remote wouldn't operate our downstairs unit. So they said it needed to be replaced and also ordered the whole interior of a new unit for the noise. Should only take couple weeks. Been calling and calling they do not return our calls. Our interest free period for a year is almost up and haven't had no use for the heat pumps as it's too noise to run with people around and other one has no remote to run. We were quoted LG product but they installed Bosch. We just want them to come and remove the units . Not dealing with 7 months waiting for them to come fix it. Called many many times only gotten secretary who will only take a message. Enough is enough. Come take your units.

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 contacted Atlantic Standard HVAC as I wanted to get a heat pump installed in my home. When their 'expert' came to our home discussed our needs, he stated we could get a 5000 dollar rebate from the Greener Homes Grant if we installed a specific size and type of heat pump. We agreed and proceeded with installation. It took several months for the grant to be processed, and when it came back I learned they installed a heat pump that only qualified for the 4000 dollar rebate. I contacted the company and left several messages, and was told that to rectify the situation they would reduce my bill by 1000 dollars. I was told several times this would be done, and have multiple messages and voice messages saying it would be done. The company has completed ghosted me since, no responses to emails, messages, and I drove by their 'office' and it is completely empty.

• Initial Complaint

  Date:16/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 central ducted heat pump installed in my home on Jan/05/2023 by Atlantic standard HVAC. I went through the ****** ******* ***** ***** ******* ****** *nd was assured that the unit installed met the criteria for the $5000 grant. I also went through the C***** ******* ***** **** ****** program which gives you a 0% loan for the cost of your unit over a 10 year period, these programs although separate go hand in hand. After installation, Amerispec (the company that evaluates your home for these grant programs) came in to conduct my post retrofit inspection, and to my surprise I was informed that the unit did NOT qualify for the $5000 grant which also put securing the **** in jeopardy. Consideration is given on a case by case basis for the securing the loan even if the grant falls through. The owner of Atlantic Standard *** agreed that this was their mistake and eventually took ownership stating his company doesn’t sell units that don’t qualify for the full $5000 grant. He stated that if the **** did not come through, they would swap out my system for one that did qualify, OR if I did secure the **** with the installed system, Atlantic Standard would cut me a cheque for the lost $5000 grant . *** gave me his personal number to communicate, but this has proven irrelevant as he ignores my texts and calls for weeks at a time.
  
  My case was reviewed and the loan did come through on May 4th, 2023 . I called and texted *** numerous times over a 3 week period (eventually he answered) so that he could satisfy his end of the bargain which he agreed to and had me send my **** denial in an email to him 2 weeks ago on may 31st. I was assured that this would be handled in a timely manner but *** has failed to respond with an update after 5 days of trying to contact him. It’s been 8 months since we gave Atlantic Standard our 25% deposit, enough is enough
  
  Atlantic Standard has to meet their promise, we’d like to move on with our lives here, could I have my cheque please?

• Initial Complaint

  Date:10/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Thank you in advance for your kind assistance with this excruciating circumstance I came across with the Atlantic Standard HVAC (AS), when we (the company and I) went through the contract to install heat-pump at my home. With the ****** ******* ***** ***** *******l, I reached out to Atlantic Standard to contract them for the service. Prior to reaching out to them I had got quote from a few other companies. Atlantic Standard agreed on providing the services and materials required that they initially quoted -$20,000, for $15,000.
  
  In January 5, 2023 the AS sent me the detailed information about the payment and monthly charges with the totalling amount of $15,000. All of the documents, including my bank information and the contract was signed on January 6th, accordingly. On January 12, R****** ****** **** ******* *********** with the AS reached out to me about all other information such as pictures of the electrical panel, picture of inside- outside of the house etc. Again, I provided all the requested documentations accordingly.
  
  On January 25, they called and spoke to me promising that she was going to send me a welcome package that contain warranty letter, receipt, and thermostats, which I have not received yet. On January 23 AS installed the mini split. However, they installed a completely different brand. They did put an extra unit than what they've promised and the installer mentioned that they ran out of their supplies and that was what they had at that time.
  
  AS hired a third party - company for the electrical service. It was quite a mess. It did not even pass the city standard at first, requesting for several times, they redid. I have reached out to the company many times requesting for all the documents as I needed for Canada Green Home. The third party - contact person said that he is not going to give me the documents since the AS has not paid them. I have been desperately begging to the AS but no acknowledgement of my emails and phone calls.
  
  Thank you!

• Initial Complaint

  Date:22/03/2023

  Type:Customer Service 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.

  In November 2022 we contacted ******* at Atlantic Standard hvac about installing mini splits and getting the government rebate. We checked all we could on the company and their online reviews. He got back to us quickly with an estimate and information. We agreed to have their company install the mini splits. When we called at this time the call went directly to the office.We set a date of Jan 3 for installation. The loan went through immediately and we were guaranteed 12 years of in house warranty.
  That day arrived but no technicians. I contacted ******* but have never heard from him since. I called a few numbers I found and finally got a girl at home that said the units did not arrive and we should have been contacted. We set up installation for Friday of that week. The technicians were late but did arrive and worked on the units. They said it was too dark to finish so they would be back Monday to finish. The main reason for these is to get away from using oil. We now had another weekend of oil use.
  They did arrive Monday and did finish installation and showed us how to use the units. The units worked really well until the deep freeze in March. We turned on the oil again. The units now blow cold air. They can't heat even just the room they are in. We get a very brief barely warm air and then cold again.
  I have called the office to get a technician to call us back 3 days in a row. I have sent a Facebook message and an email for the office. No response. The company now has an answering service screen their calls and I can't speak to the office at all. We have not received our invoice to upload for the rebate and I can't get a response on that.
  The company is now installing units from a new company and I am now starting to think they can't service our unit so are ignoring us.
  At this point I am really upset and think I should get the new Bosch unit that they can service.
  I am hoping you can help us get heat in our home.

  Business Response

  Date: 14/04/2023

  Hello. We have responded to this complaint via email and the issue has been resolved with the customer. I have attached a screenshot of the email reply from the BBB representative we conversed with. Thank you 

  Customer Answer

  Date: 15/04/2023

   I am rejecting this response because:
  I definately did not hear from the company and the issue was not resolved. The units were sold to us to heat our home and not rely on using oil as our heat source. We were informed that 3 units, one on each floor would accomplish this. I understand during an extreme cold snap we would need the oil but not all winter.

  I did get in touch with a technician finally. He informed me that the units we have are not intended to heat a home, they are a secondary heat source only, and after only owning these units for two months the technician had to replace valves and fill with gas. They were blowing cold air. There is not enough force from the fans to blow the air into the room. There is no instruction manual to explain the remote. It appears the only person that actually works and answers the customer is the technician. ******* is amazing, I have not spoke with anyone else in the company. ****** finally called me back after 3 days to say she was on vacation. Apparently if ****** is not in the office the customer does not get a response and the messages from the answering service go to a black hole.The answering service actually asked if I was on Pacific time, in Newfoundland.

  In effect,based on what  I was told, we have purchased $15,000  space heaters that can't heat a room, certainly not a home. We spoke to several people before purchasing that told us how they loved the mini splits and how well they heat their home. Mine don't and I must assume they are defective.

  I expect to have have someone in authority from Atlantic Standard in Newfoundland contact me personally to hear my issues. I am tired of being fluffed off.