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:31/05/2025

  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.

  Good morning
  
  Our air conditioning stopped working and much is our only source of heat and cool the company who installed couldn’t come for 3 weeks so we found a company on line that worked 24/7. The guy came the next day who spent hours not knowing what was wrong he left for 3 hours to get a part that should have took a hour tops. He never fixed the issue. We had the company who installed it come the next week because of a cancellation and within 40 mins had it all figured out it was a switch that needed to be replaced. The company bills us 770 for a service that never go fixed and owner made a comment referring that the worker didn’t really know much. I would not have paid this for the poor service we received. My husband did because he does not like conflict. The service was beyond horrible and the fact that we were charged us over 700 without even fixing the problem because the employee was incompetent is outrageous. I feel as though this company took advantage of us and we paid for a service that was never fixed and the employee took his good old time at getting paid by the hour
  
  **** ******

  

  Business Response

  Date: 02/06/2025

  
  
  Business Response to BBB Complaint – **** ******
  
  
  Dear BBB,
  
  
  We are responding to the complaint submitted by Ms. G*** ****** ********* ******* ** ** ***** ***** *****
  
  
  Service Summary and Timeline:
  
  
  On a Friday, our technician responded to the ******s’ service call and identified two key issues:
  
  The system was low on refrigerant, which was topped up during the visit.
  The circuit board was visibly burned, which was replaced the same day after sourcing the part.
  
  
  
  The remaining issue was a faulty switch, but by the time this was identified, our supplier had closed for the day. The following Monday was a statutory holiday, meaning the earliest opportunity to source the part was Tuesday.
  
  
  On Tuesday morning, Mr. ****** informed us that he had decided to call his original installer instead. He also stated that he was very satisfied with our technician’s work, appreciated our effort, and said he would use our company again in the future. He voluntarily paid the invoice in full, expressing no dissatisfaction at that time.
  
  
  Inconsistency in Complaint:
  
  
  The concerns raised in Ms. ******** complaint are not consistent with the conversation we had with Mr. ******. He made no mention of dissatisfaction and was cooperative and appreciative.
  
  
  In addition, we personally responded to Ms. ****** via email after her initial inquiry, in which we clearly outlined the service provided, the reason for the delay in completing the final part replacement, and our belief that the charges were more than fair under the circumstances.
  
  
  Billing and Professionalism:
  
  We billed only three hours of labour, despite spending more time on-site.

  We charged only for refrigerant used 

  We did not charge for the replacement board we installed

  Our technician completed two out of three repairs and was prepared to finish the job as soon as parts were available.
  
  
  
  Final Position:
  
  
  This work was completed in good faith, with transparency and professionalism. Given that:
  
  Two significant repairs were completed,
  The customer chose to delay completion by calling another contractor,
  Verbal confirmation of satisfaction and payment was made by Mr. ******, and
  A clear, timely email response was sent directly to Ms. ****** prior to this complaint,
  
  
  
  We do not believe a refund is appropriate and respectfully consider the matter resolved.
  
  
  Sincerely,
  *** *
  President
  Joe’s Plumbing, Heating & Air Conditioning Ltd.
  9***********
  
  

  
  

  Customer Answer

  Date: 02/06/2025

   I am rejecting this response because:

  I spoke with my husband and that was not the response he gave he was not satisfied hence why they talked about the technician not being very competent he never identified the issue as the switch and was on the phone speaking with someone else trying to resolve the issue. He also did not say we would ever use the company again we would never. My husband also called back and left a message with no response stating that the tech thought the issue was the new board installed may be dead and could have been the issue but it obviously wasn’t it was the switch which he had no clue that it was the issue. I have no problem paying for board or coolant but not for the incompetence of this employee. 
  
  
  

  
  

  

  Business Response

  Date: 03/06/2025

  Business Rebuttal to Consumer Response – Gena ******
  
  
  Dear BBB,
  
  
  Thank you for the opportunity to provide further clarification regarding the service provided to Ms. Gena ****** at 97 ***** ***** ****.
  
  
  We would like to respectfully address the new concerns raised in the most recent consumer response.
  
  
  
  Clarification of Events:
  
  
  
  Our technician responded promptly to the service call and successfully completed two key repairs:
  
  Recharging the refrigerant, as the system was low.
  Replacing a visibly burned circuit board, which was sourced and installed the same day.
  
  
  
  The remaining issue – a faulty switch – was not identified until later in the diagnostic process. Unfortunately, our supplier had closed for the day, and Monday was a statutory holiday, so the earliest opportunity to pick up the switch would have been Tuesday.
  
  
  At no point was there a refusal to complete the repair. We were fully prepared to return Tuesday to install the switch once it was available.
  
  
  
  Consumer Communication:
  
  
  
  On Tuesday morning, Mr. ****** informed us that he would instead have his original installer complete the remaining repair. He expressed appreciation for the effort made, paid the invoice in full without dispute, and voiced no concerns regarding our technician’s performance at that time. He also stated he would use our services again in the future.
  
  
  We received no further calls, voicemails, or emails from Mr. ****** after that point, despite the claim that a message was left. Our voicemail system is regularly monitored, and no message was retrieved.
  
  
  
  Technician Performance:
  
  
  
  The technician followed a methodical diagnostic process, which included consulting with senior staff to ensure accuracy — a standard and responsible practice, not a sign of incompetence. Identifying a switch issue can be complex, especially when other components (like the board) are visibly damaged.
  
  
  It is important to note:
  
  The refrigerant recharge and board replacement were necessary, regardless of the switch.
  The technician made significant progress on the issue and intended to complete the final step promptly once the part was available.
  We did not charge for all hours spent on-site, nor for the board 
  
  
  
  
  Final Position:
  
  
  
  We remain confident that:
  
  The service was delivered professionally and in good faith.
  The charges billed were fair, transparent, and represent good value.
  The complaint is inconsistent with the facts as experienced by our technician and management, and not reflective of the interaction we had with Mr. ****** at the time of service and payment.
  
  
  
  As a small business, we stand behind our employees and our work. We respectfully request that this matter be considered closed, with no further action required.
  
  
  Sincerely,
  *** **
  *********
  ***** ********* ******* * *** ************ ****
  ************