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Business Profile

Heat Pumps

Ground Hog Geothermal and Heat Pump Ltd.
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints 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:21/11/2022

    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.
    Finally got around to cleaning my heat pump that was installed by groundhog when unit was touched it got loose and then fell off where it was holding on to the wall as when it was installed they did not put anything into a stud only drywall screws so I had to tie it to the wall screwing into the ceiling with a wire when I asked them they said we all learn from our mistakes and if I wanted to have it fixed it would be $300 plus another service call I said why do I have to learn that way from your mistake as you groundhog installed it incorrectly so it wouldn’t stay on the wall they wouldn’t do anything for me they said they did everything correctly and we were done soJust be careful and watch them install it if you use them in the future as they don’t seem to care about customer satisfaction

    Business Response

    Date: 03/12/2022

    We were informed that the unit had "fallen off the wall", 5 years after the installation while the customer was performing their own cleaning and maintenance. 
    The heat pump is mounted with anchors that are used throughout the industry. They are CSA approved to hold up to 50LBS each. After a phone discussion the customer acknowledged there were 6 anchors holding the unit in place, 300LBS in total. The unit weighs approximately between 35 and 40 pounds. The customer complained regardless that the anchors were not capable of holding the unit DESPITE the CSA approval and the fact the unit remained safely and steady on the wall for the previous five plus years. 

    A Groundhog technician was sent to the home to assess and discovered the anchors ripped out of the wall. We offered to repair and reinstall the unit for a small fee. Customer was not at all receptive to this and asked the technician to leave. I called the customer to discuss a solution, he was dismissive and not receptive to another solution. 

Ground Hog Geothermal and Heat Pump Ltd. is BBB Accredited.

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