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Business Profile

Heating and Air Conditioning

Glenmar Heating & Air Conditioning
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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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  • Initial Complaint

    Date:07/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On March 5, 2020 I accepted a quote from Glenmar Heating and AC Ltd. to install 3 new replacement Trane heat pumps for $23,862.50. Glenmar previously installed 3 heat pumps at the house when it was first built and informed me that it was a shame that they had just run out of their warranty. The replacements are still under warranty. Last winter, 2 of the 3 heat pumps would just shut down and would not come back on. Glenmar came out twice during the winter and then told me the reason this was happening was because of high winds and that he could not keep coming back to fix them without charging me. This was the first time I was informed that high winds also impacted the functioning of the old heat pumps. I asked why they installed the 3 news ones in exactly the same location, when they knew there was an existing problem with winds? He said he would speak to Trane head office and revert. He never did. Eight months ago Glen Geddes promised to provide me with a solution and photos, but has not been in touch. He also refuses to answer why one heat pump is not impacted by the winds, although it is right next to one that is. I have been emailing and leaving messages for 10 months and he just keeps on ghosting me. The winter season is coming again and I need to have reliable heat. Last winter was a nightmare and I had to use back up kerosene heaters to stay warm.

    Business Response

    Date: 15/10/2022

    Good Afternoon;


    There are many contributing factors that are associated with your heat pump system issues.  Unfortunately from our diagnostics, these are human error.  During many conversations with our staff, you were directed on how to utilize your system properly to ensure good working order which you did not follow.  As we also continued to direct you, your labour warranty has run out.  It is not feasible for our company to travel to your residence to reset your heat pumps due to operating errors.  Should your heat pumps require part warranty and service, Glenmar Heating is more than happy to accommodate service to your units.  Your residence has an extremely complex heating system with backup heat that has been designed by mechanical engineers.  We would recommend that you contact the company(ies) that designed your infrastructure so they may offer advice on how to properly utilize your entire system.  

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