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:05/12/2024

  Type:Product 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 contacted Scotia HVAC in June 2021 for a quote for a heat pump installation. The salesman promised a rebate from ********** **** ****** and a further rebate from Scotia HVAC. We did get our rebate from ********** **** ****** but Scotia HVAC reneged on their promise.
  Two years later we had both heads cleaned as was recommended and were told that the one head was full of mold. It was cleaned.
  The next year (2024) we noticed water dripping from the unit down the wall and also on to a antique cabinet which was badly stained from the water. We had the same company come and clean the machine and they noticed the drain line was clogged with black mold. They blew out the line to clear it but suggested we call the installer.
  We contacted Scotia HVAC for a service call and they wouldn't send any one out until we paid $195 fee. We did so and their serviceman arrived for an assessment. He investigated and called head office explaining the problem and stated in the phone call that the problem was with the installation. The drain line was sloping back in to the unit. It could not be fixed at that point but the serviceman eventually came back and corrected the problem.
  I then called Scotia HVAC requesting our money back for the service fee and some compensation for the piece of furniture. I was told by the office that any service call after the first year was the manufacturers problem and we could not have our money back. My and the serviceman's opinion was the problem all arose from the installation and had nothing to do with the manufacturer. It is also further confirmed by the amount of black mold in the one unit two years after installation.
  I look back to the original sales person and he lied to make the sale but nobody wants to follow through with the supposed guarantees.

  

  Business Response

  Date: 02/01/2025

  Hello,

  
  

  I did look into this and there are several things wrong with the complaint.  

  
  

  First, we did honor the promo pricing that was given at the time of sale.  The sale price was $7200.  The sale ended on June 5, 2021 and because he made the purchase on June 3, 2021, he did get the promo pricing as promised.  I have this all in writing and signed by the customer.  I am sorry that there is confusion on this matter.  If the purchase and sale agreement - showing both the sale price and the end date - is needed to refresh the memory of the customer, we can certainly supply that upon request.  

  
  

  Second, after talking with the service tech, he agreed that there is no way to determine the cause of the leak which occurred several years after install.  He did say it could have been from a number of factors.  The most common reason for this type of thing is when units are not cleaned regularly (at least every 3 months).  The notes on the file do indicate that the unit was very dirty.  That could have lead to the drain line getting clogged up and creating the mold. It also could have been caused by the install, however, if this was the case, normally it would have been caught in the first cooling season.  Water would not have run properly away from the beginning.  That makes the customers claim not likely.  Furthermore, our workmanship warranty - if we did not do a great job - would only cover the customer for 1 year.  We don't promise anything more than that.  Although if it were determined that the install was not right, we generally will waive any and all fees associated with this.  Unfortunately, this case does not show that.

  
  

  Last, to state that "the salesperson lied to make the sale" is very offensive.  I have known the gentleman in question for 5 years and he is a very honest individual.  I have never - not once in 5 years - had any sort of complaint about him.  He is very honest, trustworthy and always looks after the best interest of the customer.  He always has.  I am truly sorry that A****** has the wrong impression of him.  I will back him not only with my name but the reputation of the company.  

  
  

  Thanks 

  
  

  D***

  
  

  Customer Answer

  Date: 06/01/2025

   I am rejecting this response because:
  I am disturbed that D*** does not see any responsibility on the part Scotia HVAC.

  His support of his salesman is not quuite justified as I dealt with the man directly and told D*** in our later phone conversation when he denied us the rebate of $300. The salesman arrived after ignoring our directions and getting lost. He took a dig at our locale by referring to me as 'JED' of the Clampetts. We proceeded to figure out where we could locate the outside unit and the two indoor heads.The salesman took photos with his phone and gave us the propsal of costs for the equipment and installation. We said we would consider it and call him. I did call him and he confirmed with the office that there would be a $200 rebate with ********** **** ****** and a $300 rebate from Scotia HVAC. We agreed and placed the order.

  A installation date was arranged and I arranged to take a day off work to accommodate. The salesman said he had lost the photos taken for the install locations so I took and sent new photos. The install date changed only after I called the night before to confirm and was told they didn't have all the parts required. A new date was arranged. It did change once more but I do not recall the reason. The installer eventully arrived and was quite shocked at the extent of the install but proceeded. The electrician didn't come with him but was coming the next day. During the install the man found that the wrong base had been ordered for the outside unit. Instead of a base to sit on the ground it was a wall mount. I assisted withsome parts to adapt and everything went ahead.The electrician did not show up the next day and we were told by the salesman that he had got lost and couldn't find our house. When he did arrive the day after he said he wasn't even available the day we were told he was supposed to come.

  Lastly I would like to point out that the service technician never told me the filters were dirty probably because I clean them regularly as you instruction book says. Further to that on the first visit by the serviceman he called your office and told someone that we should not be charged as the installation was the problem. If the problem was caused by the filters not being cleaned why did the serviceman enlarge the hole for the drain so the drain sloped down from the unit not up into the existing hole that was cut?

  I believe this clarifies our position about the complaint.

  I hope D*** will reconsider issueing a refund for the fee for the service call and some compensation for the damage to the piece of furniture.

  ****

  

  Business Response

  Date: 31/01/2025

  Hi T****

  I am sorry that this is confusing for you.  I will go over the initial complaint, respond again and hopefully this will make more sense.  There are 3 things that you complained about.  First, sale pricing.  You got exactly what was promised and it was all documented and signed by you.  I can send copies of the sales agreement showing the promo pricing as well as the end date.  You got the sale price.  This is a untrue statement being made to a third party to make us look bad.  Second, you complained about poor workmanship.  This is based on water leaking into your home.  I have tried to show you that this is not the case.  The reason being is that the very first AC cycle would have showed this problem.  Because we went through several AC seasons before the leak happened, that rules out "not enough slope" since it was installed.  If there was not enough slope since install, the water would not have drained in the very first AC season.  You would have called us at that time.  You did not because it did not happen.  I understand that you might have believed this to be an install error, but I hope you can grasp that if there was not enough slope the leaking would have happened right away.  This is the second complaint that is not ture.  Third is that you said the salesman lied to you.  I have stated that the salesman is very honest and has never ever had such and accusation.  2 of the 3 complaints that you have made can be proven incorrect with evidence.  The third can not but comparing what I know about him and the fact that other untrue statements have been made by you, I am dismissing the 3rd complaint. For the past 5 years he has proven his integrity without doubt.  

  Your last message stated that our position is that because it was beyond a year, we are not responsible.  That is not my position at all.  If we made an install mistake, we are not legally responsible for anything beyond a year.  That is true.  However, ethically, if we made a mistake on an install, we should fix it, regardless of it being beyond a year.  I absolutely would fix an install problem beyond a year - and we have.  Our guys are human and have made mistakes in the past and I have gone out many years later and fixed without charge.  Everyone makes mistakes.  This is not the case here.  If there was not sufficient slope it would have leaked in the first AC cycle.  That is a given.  Either there is enough slope or there is not.  The slope has not changed from the first to the second to the third year.  There is no way that somehow started to leak several years later from the incorrect slope.  What caused the unit to leak was almost certainly a build up of dust etc. which is generally caused from not cleaning the filters regularly.  The units need to be cleaned regularly.  Every month is what is recommended in the owners manual but you can usually get away with every few months.  Please don't try and pin this on us and make other untrue statements.  

  I commit to service this unit for the lifetime of the unit and to honor any warranties that it has.  However, this should be a relationship where both parties are honest and are trying to work with the other.  Not work against the other and make untrue claims.  We keep all documents for a period of 12 years.  

  Customer Answer

  Date: 03/02/2025

   I am rejecting this response because:
  Firstly I am not saying anything about the sale pricing for our units as I agree that we got what was promised. What I pointed out in my original complaint was the rebates we were told we would get only came from ********** **** ****** ($200) and not from your company ($300).

  We only applied for the refund of the service fee ($195) based on the recommendation from your technician who stated that the problem was due to the original installation. 

  Thanx for your input.

  T***

   

• Initial Complaint

  Date:09/10/2024

  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.

  I am a retired CAF veteran. I built a retirement home in CB. Scotia HVAC was contracted for my heating system. I called for service this last spring, when the technician looked at the job, he was very upset about the poor installation job. I was told by him he would speak with the owner to re do the work and make things right. I have been living in Halifax trying to complete the administrative process of being medically released after 35 years of service. Today is approximately my 4th trip to CB since August in order to be present for yet another service call. Again, a no show, not even the courtesy of a phone call. After being away from NS for all my years of service, I was happy to give my mechanical business to what I thought was a reputable NS company. A complete and utter mistake, this is the absolute worst experience I’ve ever had with a company. I just want them to make it right and to quit wasting my time. I feel like they are playing me for a fool now that they have my money..

  

  Business Response

  Date: 10/10/2024

  Mr. *****, I apologize for the missed service call.  We spoke to the tech and he missed it on his list of calls yesterday.  I have instructed the tech to call you right away and see if we can get this sorted out today.  Again, we are very sorry for this.