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:14/02/2025

  Type:Billing 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 had a service call from shines to fix my heat pump. They could not diagnos the issue. They left a panel off my heat pump and could not tell me how to change the air filter. I did not request a follow up visit. They are billing me almost $200 and threatening to send me to collections.

  

  Business Response

  Date: 18/02/2025

  Hi ******
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced during this process.
  
  We understand the seriousness of the situation and the issues you are having with the heat pump.
  Upon arrival at the first appointment, the technician discovered that the issue was related to a ****** Nest thermostat. He tried to let you know that, given his limited experience with these thermostats, we would need to schedule another technician to finish the repair. This appointment was booked for two days later.
  The panel was left off because we intended to return to complete the repair; however, you decided to cancel the repair appointment. Given that you elected not to complete the repair, per our services policy, the customer would be responsible for the original diagnostic fee. If you had chosen to complete the repair with us during the second appointment, the fee would have been adjusted and reflected on the final invoice.
  
  If you are still experiencing issues, we encourage you to contact us directly so we can address them as soon as possible.
  Your feedback is important to us, and we are committed to improving our service to ensure a better experience for all our customers in the future. Thank you for your patience and for giving us the opportunity to resolve this matter.
  

  Your team at Shines

  

  Business Response

  Date: 18/02/2025

  Hi ******
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced during this process.
  
  We understand the seriousness of the situation and the issues you are having with the heat pump.
  Upon arrival at the first appointment, the technician discovered that the issue was related to a ****** Nest thermostat. He tried to let you know that, given his limited experience with these thermostats, we would need to schedule another technician to finish the repair. This appointment was booked for two days later.
  The panel was left off because we intended to return to complete the repair; however, you decided to cancel the repair appointment. Given that you elected not to complete the repair, per our services policy, the customer would be responsible for the original diagnostic fee. If you had chosen to complete the repair with us during the second appointment, the fee would have been adjusted and reflected on the final invoice.
  
  If you are still experiencing issues, we encourage you to contact us directly so we can address them as soon as possible.
  Your feedback is important to us, and we are committed to improving our service to ensure a better experience for all our customers in the future. Thank you for your patience and for giving us the opportunity to resolve this matter.
  

  Your team at Shines

  Customer Answer

  Date: 18/02/2025

   I am rejecting this response because: you are saying that you would have adjusted the bill after the second appointment? Adjusted how? I did not make this second appointment,  you just assumed that I wanted it. I cancelled the appointment because you hire incompetent workers. Why would I want another appointment from the same company? From what I gathered from your response, you would have charged more for the second appointment.  Common sense says that this is a scam to get more money.  
  
  
  
  

  Customer Answer

  Date: 18/02/2025

   I am rejecting this response because: you are saying that you would have adjusted the bill after the second appointment? Adjusted how? I did not make this second appointment,  you just assumed that I wanted it. I cancelled the appointment because you hire incompetent workers. Why would I want another appointment from the same company? From what I gathered from your response, you would have charged more for the second appointment.  Common sense says that this is a scam to get more money.  
  
  
  
  

  

  Business Response

  Date: 20/02/2025

  Dear *****,

  We understand that the situation with your ****** Nest thermostat has been challenging, and we’d like to clarify what occurred to ensure transparency. While our team is skilled in a variety of systems, ****** Nest thermostats are less commonly encountered in our service area. For this reason, we arranged to schedule a follow-up visit with a technician who has more experience with this specific system.

  Our company policy involves a diagnostic fee for the initial visit. This fee covers the assessment needed to identify the issue and determine the necessary steps for repair. Once you approve the repairs, the diagnostic fee is removed from your final invoice. However, in this instance, after the initial diagnostic visit, you cancelled the follow-up appointment. Since the diagnostic services were still completed during the first visit, and no repairs were completed, you were invoiced for the diagnostic fee.
  
  We regret any misunderstanding about the technician’s comments. While the technician may not specialize in ****** Nest devices, they are a fully qualified professional and followed proper procedures to diagnose the problem. Their intent was to communicate that we had a Technician available for a follow-up visit to complete the work.
  That said, we remain committed to resolving this for you. If you’d like to reschedule the follow-up visit, we’d be happy to assist to make sure your system is fully operational.
  
  Thank you for your understanding and for giving us an opportunity to address this issue. Please don’t hesitate to reach out if you have further questions or if we can help schedule another visit.
  
  Your team at Shines.

  

  Business Response

  Date: 20/02/2025

  Dear *****,

  We understand that the situation with your ****** Nest thermostat has been challenging, and we’d like to clarify what occurred to ensure transparency. While our team is skilled in a variety of systems, ****** Nest thermostats are less commonly encountered in our service area. For this reason, we arranged to schedule a follow-up visit with a technician who has more experience with this specific system.

  Our company policy involves a diagnostic fee for the initial visit. This fee covers the assessment needed to identify the issue and determine the necessary steps for repair. Once you approve the repairs, the diagnostic fee is removed from your final invoice. However, in this instance, after the initial diagnostic visit, you cancelled the follow-up appointment. Since the diagnostic services were still completed during the first visit, and no repairs were completed, you were invoiced for the diagnostic fee.
  
  We regret any misunderstanding about the technician’s comments. While the technician may not specialize in ****** Nest devices, they are a fully qualified professional and followed proper procedures to diagnose the problem. Their intent was to communicate that we had a Technician available for a follow-up visit to complete the work.
  That said, we remain committed to resolving this for you. If you’d like to reschedule the follow-up visit, we’d be happy to assist to make sure your system is fully operational.
  
  Thank you for your understanding and for giving us an opportunity to address this issue. Please don’t hesitate to reach out if you have further questions or if we can help schedule another visit.
  
  Your team at Shines.

  Customer Answer

  Date: 20/02/2025

   I am rejecting this response because:
  
  
  You did not inform me that it will take multiple visits scheduled several days later. You should have sent a qualified technician. You have no common sense if you think you can charge people for this quality of service. It's like bringing your car to a car shop for diagnosis but the shop is unable to find the problem with your car, but still expecting to get paid.

  Customer Answer

  Date: 20/02/2025

   I am rejecting this response because:
  
  
  You did not inform me that it will take multiple visits scheduled several days later. You should have sent a qualified technician. You have no common sense if you think you can charge people for this quality of service. It's like bringing your car to a car shop for diagnosis but the shop is unable to find the problem with your car, but still expecting to get paid.

• Initial Complaint

  Date:11/07/2023

  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 had a very expensive centrally ducted heat pump installed last year by Shines. I had extensive consultation with their sales person who assured me I would qualify for both provincial and federal rebates. This sales person had been working with Shines for 8 years and he recommended the model for me to install. I am now finding out from Efficiency Nova Scotia that the model does not qualify for any rebates. I was very very clear in my meetings with the sales person that I would not be able to afford the system without the rebates and he said don't worry they will come and be based on tons. I was expecting to get about 5K back from the government and this is on my credit card now in good faith costing me monthly interest and I lack the ability to repay it so I believe that Shines should pay me the rebate money I would have received for a comparable model that would qualify for the rebates. This was completely predatory sales tactic and is hurting me very much I have lost my job and am stuck in this mess because I was lied to. I trusted the company to make the proper recommendations to me before letting me spend 18K with them. I expect a cheque for 5k from someone. I can't afford to lose that kind of money.

  

  Business Response

  Date: 12/07/2023

  Shines Energy through ****** sold a base level Lennox central heat pump the ML16-036 that at the time qualified for the Efficiency NS rebate only.  There was never a promise of the Federal Grant as we only sell one Lennox model of central heat pumps that qualify for that rebate through ******: the Signature series SL25XPV-036.  This heat pump sold for an additional $9,000  at the time of this purchase.   The customer was never told her model qualified for the Federal Rebate.  In order to maximize the rebate opportunities the customer must have an energy audit conducted on the home prior to any equipment being installed.  The customer is responsible for verifying all rebates and is responsible for all rebate submissions within the rebate timelines.   At no time were we any part of this process and our responsibility ends when we provide the Invoice with the information required to submit a rebate claim.  This invoice was emailed on October 25, 2022.  There is a 90 day window to apply for this rebate  We will often coach people through this process over the phone, this is done as a courtesy only.   You also signed a Project Disclosures document on June 9, 2022 confirming this, see item 7 on your responsibility with respect to rebates.  Project Disclosures document is attached

  Customer Answer

  Date: 12/07/2023

   I am rejecting this response because: I was certainly not told my rebate was only available for 90 days nor is that stated in this contract.  In good faith I had my energy assessment completed and was surprised to find out this did not qualify.  I was never told that.  I'm not sure who answered this complaint but my sales person discussed things in person at my home and mentioned the rebates would be significant.  I am not sure what you mean that you were aware my rebate was going to expire?  Show me in writing where that was mentioned.  This is unacceptable.  Please get my rebate for me, or pay it to me through the company none of this is my fault and I am out a tremendous amount of money.