We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Heating and Air Conditioning

Kerr Controls Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:25/01/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 had our Kerr heat pump installed by ***** heat pumps in May 2021, and it stopped working in November 2022. We had a technician come look at it and said it needed a new sensor. He came back to fix it and said they ordered him the wrong sensor. He came back the following week with the right sensor and a new computer board. He replaced those parts that were under warranty. But he spent a total of 4 hours “troubleshooting” to try to find out why it was still not working. He then finally realized that there was a hole in a coil on the inside unit. The company that installed said that this coil is not under warranty and we can wait until June to replace the coil, with an estimated cost of $500 or we can replace the whole inside unit with an estimated cost of $800+. We are paying extra in oil heat from not having the working heat pump and then expected to pay hundreds of dollars because the part wasn’t under warranty and for labour.

    Business Response

    Date: 01/02/2023

    The installing contractor, ******* Contracting purchased the heat pump from Kerr.  Kerr does not manufacture or install any equipment.  We purchase equipment from manufacturers, warehouse the equipment, and sell to installing contractors.   When there is a warranty claim we collect the information from the contractor required to file a warranty claim with the manufacturer.   ***** Contracting was very surprised to found out there was a BBB complaint.  ***** Contracting found there was a leak in the indoor coil. ***** Contracting informed the homeowner the coil was under warranty.  There is a supply shortage from the manufacturer and a new coil will not be available until June. Due to the longer than normal lead time of a replacement coil Kerr decided to offer ***** Contracting a complete new indoor head under warranty instead. ***** Contracting installed the new indoor head on Saturday January 28, 2023. ***** Contracting says the heat pump is working fine and the homeowner is satisfied.

    Customer Answer

    Date: 01/02/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 18898074, and find that this resolution is satisfactory to me.

Kerr Controls Ltd is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.