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Business Profile

Heating Equipment

Kean's Pump Shop Ltd.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:30/11/2023

    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 am looking for a price adjustment to a service received because they did not inform me that they did not replace the water heater of my home. This led to me missing out on the warranty that was in place and getting serviced at higher price than what other providers replace it for. The amount I am seeking is roughly $350 which would then meet the price of the competitor that originally done it. I feel they deceived me when I called on the Friday the tank started to leak. I was well within working hours to be able to find the service provider if they had advised me that they did not install the water tank that I was calling about. I had expressed that I thought it may have been done with them a few years back and maybe under warranty. The receptionist who received my call was named *****, after finding the file for my home under my partner's name she did not correct nor advise of the history of work done with them. So I booked for the Saturday to have someone come in. When they inspected the tank they did not mention the warranty. I ended up finding my warranty and realized that the tank had been installed by a competitor. By that time too much had been with the heater being drained and disconnected. I had to move forward and lose out on the warranty. If I had been advised that they did not do the installation the estimated cost from the competitor would have been $400 +tax with warranty and without it would be $900+tax. Mr. ****** charged $1400. This means I am out roughly $350-$950 depending on the situation with the warranty. Through a call to the producer of the tank, it would have been under it given it’s age was less than six years. As I am under a new warranty I have only asked for $350, I would like the full difference. I have been trying to get a response from them since October after I had the work completed. I have been dealing with a person named **** and all they keep saying is they need to talk someone else and they will get back to me.

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