Complaints

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• Initial Complaint

  Date:11/12/2023

  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.

  Conroy was hired through a contractor I had hired to replacement my old forced air furnance to a ducted heat pump. I told Conroy that the only thing I cared about was that the unit be eligible for the provincial and federal rebates. They did not install an eligible model and I was therefore not eligible for the $5000 federal rebate. Conroy denies this conversation and said they were being directed by the Contractor I hired. In addition, the heatpump was to have 2 zones so that the basement would have a separate thermostat from the main house. It was not zoned in this way.
  
  The unit was installed in November 2022; I was made aware of this in April 2023.
  
  Since then, I have had nothing but issues with the thermostat to this unit. The thermostat is touch only and does not work. In addition, the time kept on the unit does work and therefore using the scheduled settings is not an option. Being able to schedule a thermostat is one of the best ways to ensure energy efficiency in a home. I do not have this option. I have asked for a different type of thermostat which is made by the manufacturer, however Conroy says this won't work and will not install it (even though the manufacturer has an alternative). I have repeated tried contacting them since October 13, 2023. According to my contract I get 1 year free service. I called twice and was hung up on both times when I tried to follow up. They have not lived up to the contract and I either want the thermostat repaired, replaced, or be given a refund so that I can do this myself.

  Business Response

  Date: 18/12/2023

  Good afternoon, 
  
  This is in response to ***** ********* complaint. Conroy Refrigeration was hired by **** ****** of ****** ****** to install a ducted heat pump system for their customer, ***** *******;
  our quote was provided on March 24, 2022, and all communication concerning the
  job specifications came directly from ****** ******. When
  preparing our quote it was never brought to our attention, by either the
  end-customer or the contractor, that the end-customer was intending to utilize
  the C***** ******* ***** ****t program; furthermore, we were not made aware of any
  energy efficiency assessments being performed at the end-customer's address, by
  either the contractor or the end-customer. If an energy assessment had been
  performed, the results should have been provided to our sales team in order to
  quote equipment that would meet the energy auditor's recommendations; if a
  pre-retrofit assessment was performed, it was not provided to us. *** ****** ******* ***** ****** are not available without both pre-retrofit, and post-retrofit,
  assessments. 
  The equipment model combination
  that we quoted and installed is DZ17VSA301AA with DV36FECC14; we have since
  been advised that the eligible model combination is DZ17VSA301BA with
  DV35FECC14A. 
  Concerning a
  2-zone system, this was not a requested option when the scope of work was
  discussed, and would have been a more expensive installation due to requirement
  of additional equipment to create multiple zones; the customer-approved quote
  specified only one thermostat to be installed, running the entire ducted heat
  pump system as a single zone. 
  After the
  customer expressed disappointment with the original ****** One thermostat, we
  returned and, at our cost of $750 plus travel and labour, replaced the
  water-damaged thermostat with a new ****** One thermostat as requested by the
  end-customer and recommended by the manufacturer. 
  With respect,
  never did any of our employees hang up on *****, several attempts were made to
  transfer her call that failed due to on-going issues with internally
  transferring phone calls; an email was sent to ***** advising that we were
  experiencing issues transferring her call, and received the response that she
  was unable to talk at the time due to a conference call.