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:21/04/2024

  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.

  We have used Barracuda Heating for all of our boiler and hot water servicing since living in the house for the last nine years.
  
  We had a natural boiler fitted by Barracuda in December 2018. This was a significant investment for us (over $10k to install) but we felt that the 5-year parts warranty made this a good investment.
  
  The boiler needed a new control panel fitted in December 2023, which was eventually diagnosed after 3 service appointments that failed to diagnose this issue.
  
  However, we were reassured by the visiting technician that the control panel would be covered under our warranty, and that after paying the invoice, we would be reimbursed. The control panel is valued at $500 (+/-). The invoice was paid in full.
  
  We have now waited 4 months and made 6 or 7 calls into the Barracuda Heating office who have been unable to confirm if, or when a refund for the control panel warranty would be forthcoming.
  
  We have no warranty paperwork or contract that supports our claim and we now fear that the company has no intention of honouring the warranty and paying us for the replacement control panel.
  
  It should be noted, that every call we place into Barracuda is met with the same nonchalant and dismissive response.
  
  We are now considering our legal options and raising this with our lawyers and taking this further.

  

  Business Response

  Date: 26/04/2024

  The status of the warranty claim for 1*** ******* St is in the hands of the
  manufacturer.

  The system was installed December 21, 2018. The Manufacturer offers a 5 year limited warranty. The service being disputed was done in December 2023. 
  
  Our business offers 1 year parts and labor on all new installations on our own.

  On all installations over 1 year old, our procedure is to fully invoice all the service and parts used. Any parts that would be covered under the manufacturers
  warranty are subsequently sent back through our wholesaler, to the manufacturer.  The parts must be inspected and approved by the manufacturer, who then send a credit back to the wholesaler, who then sends the credit back to us.

  This procedure is explained to our customers at that time. We do not install parts unless payment upfront is agreed upon. 

  In this case Mr ****** paid his
  invoice in full and was informed he will receive a refund for
  the warranted part as soon as the warranted part is credited back. The process is lengthy and frustrating.. Unfortunately, I have seen these credits take anywhere from 3 months up to 9 months to process on their end. Sometimes upon inspection, they may not approve the part for warranty.

  In February, we replaced a water heater at the same address. Upon requesting payment for the water heater, Mr ****** informed our office that they were selling the property on 1030 Lucknow,  "wouldn't be paying it" as they have been waiting for their warranty credit for so long and they would be leaving in two weeks with no way to contact them.
  

  While I can appreciate the frustration with the process, the installation of the water heater was unrelated to this warranty claim on the heating equipment. In situations where there is a threat to not pay, we automatically apply a lien to the job to assure payment. This payment has been received in full. 

  On the last phone call we advised Mr ****** to share his new address with us/contact info to keep him in the loop on this warranty claim. To my knowledge, we do not have updated contact information. 

   

  I would like to reiterate that the decision on warranty is at the sole discretion of the manufacturer. This is the procedure we are directed to follow. We have requested an update (as we do monthly) specifically on the status of Mr ******* claim and will update as soon as we receive a response. 

  Regards* ***** *********

   

  PS. I have attached a copy of the original installation for reference, along with the service invoices from December leading up to the parts being changed. 
  

  Customer Answer

  Date: 26/04/2024

   I am rejecting this response because:
  - we were never contacted by Barracuda Heating as they suggest. All of the communication was initiated by us.
  

  - in my mind, this demonstrates a very poor customer service policy and poor follow-up procedure, with a customer that has spent thousands of dollars with Barracuda over the years.

  - we were never given any warranty documentation, nor were the warranty’s details,  processes or policy ever explained to us in December 2018 when we invested $10,000 in a new natural gas boiler in 2018.

  - more mis-truths here, as we were never asked for a forwarding address in the event that the control panel warranty paid a reimbursement on the replacement part.

  - the suggestion of waiting 6-9 months for a follow-up on the warranty is completely preposterous. 
  

  - it’s clear that Barracuda have little or no regards for their customers 

  
  

  

  Business Response

  Date: 26/04/2024

  To respond: 

  - we were never contacted by Barracuda Heating as they suggest. All of the communication was initiated by us.

  We do not contact customers regarding a warranty claim outstanding until we receive any updates or the credit. There would be nothing to report. 

  
  
  - in my mind, this demonstrates a very poor customer service policy and poor follow-up procedure, with a customer that has spent thousands of dollars with Barracuda over the years.

  We are sorry you feel we have offered poor customer service and follow up procedures. We do not make it a practice to call customers when there is nothing to report. We do follow up with the wholesaler/manufacturer on a monthly basis and relay the information as it becomes available.

   

  
  - we were never given any warranty documentation, nor were the warranty’s details,  processes or policy ever explained to us in December 2018 when we invested $10,000 in a new natural gas boiler in 2018.

  Your quote back in December 2018 explains the warranty. (It looks like it was an emergency install of sorts by the note on the bottom -is it possible it was overlooked?)

   

  
  - more mis-truths here, as we were never asked for a forwarding address in the event that the control panel warranty paid a reimbursement on the replacement part

  While I was not the one who handled your most recent phone exchange, I was in the room when it happened. I was sure I heard them ask for your information, but you were insistent on the fact that you were moving and wouldn't be paying for your water heater. Since you are saying that I misheard/understood the conversation, would you like provide me with your updated contact information via this message?

   

  - the suggestion of waiting 6-9 months for a follow-up on the warranty is completely preposterous. 

  We couldn't agree more. It's one of the reasons we have explored different manufacturers.

   

  
  - it’s clear that Barracuda have little or no regards for their customers 

  This is quite simply untrue. 

   

  Mr ******, I can appreciate your frustration. I can assure you that a refund will be forwarded to you upon approval from the manufacturer.

   

  Customer Answer

  Date: 26/04/2024

   I am rejecting this response because:
  
  
  - I feel that the Barracuda ownership and management need to completely overhaul their customer relations and customer management procedures.

  - This situation has been mismanaged and poorly communicated for almost 5 months now. Not something I would have expected from a business listed with the BBB.

   

  - To expect customers to wait 6 to 9 months, in this type of situation is completely inappropriate. (As an example, when you have a warranty in place on a vehicle, the service department of a car dealership will be able to communicate exactly what is covered, how much is covered, and when you can expect to be reimbursed on a warranty for your vehicle part). Barracuda offered none of this type of interaction or communication.

  - Again, poor service and communications. The sort of behaviour that ruins a businesses reputation.

  - As we are moving to Europe, should any further communication be necessary (in the next 5- 7 months!) a forwarding address for in-laws is as follows;

  *** ******* ******** * ******** ***** **** **** ********* ** *** ****