Complaints

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• Initial Complaint

  Date:05/12/2023

  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.

  Rhynos admitted they had installed our heat pump incorrectly and later charged to re-install it.

  Business Response

  Date: 11/12/2023

  With regards to
  this installation, when Mr. ********* unit was originally installed (from what I can
  tell from the pictures) the front part of the stand was placed on bricks and
  the back part was on mulch in the garden. I agree that this was not a good way
  to install the unit, the mulch settled, and the unit started to lean toward the
  house. During the time the unit was installed we have no record of any concerns
  from Mr. ******* on the performance of the unit, in fact the first we heard of the lean
  was when our technician went out to do the first annual clean and check and he
  noted on the account that the unit was unlevel. That is why when Mr.******* asked us
  to come disconnect the unit because of renovations he was having done and
  then had us back out to reconnect the unit after the renovations were completed
  that we felt he should not have to pay the entire amount of the disconnect and
  reconnect and deducted the bill by $250. At no time from the date of the original install until the date Mr. ******* asked to come disconnect the unit for a renovation he was having did we receive any complaints regarding the performance of the unit nor did we ever receive a call regarding the unit beginning to lean. As soon as we became aware of the issue (we discovered it when we went to clean the unit) we fixed the unit.

  Customer Answer

  Date: 12/12/2023

   I am rejecting this response because:
  
  
  It is true that the unit was working so we had no cause to complain. it would probably work standing upside down. The fact remains that it was poorly installed and would eventually have fallen totally against the wall of the house. When the technician came to do the service, he told us that he would report the installation and get someone out to fix it. This did not happen. it later transpired that we had to get the unit moved so that our contractor could install new weeping tile around the house due to a flooded basement. We paid for that un-installation.

  I still insist that we should not have to pay the full cost for the re-installation of the unit when Rhyno's admitted, in writing, that it was poorly done. We require a reimbursement of $529.07. If this is not forthcoming, we will file a claim in the Nova Scotia Small Claims Court.

   

  Business Response

  Date: 15/12/2023

  Mr. ******* we are sorry that we could not come to a mutual understanding on this matter. Rhyno's feels that we have acted in good faith and it is unfortunate that it has come to this.  

  Customer Answer

  Date: 15/12/2023

   I am rejecting this response because:
  
  
  I do not accept  that they acted in good faith.