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:11/12/2023

  Type:Service or Repair 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 contacted a company in June thinking I was contacting ******* Energy Rebate's but it turns out they were not from there, they were a Rep with JBR Contracting from **************, *******. I was bullied and Harassed into getting a Heat Pump last June. I tried to get them to remove it as they lied to me about My ** unit as well as the Rebates that I will get. There were NO rebates in the end except for a HUSH internal rebate of $500 to which i accepted but still refuse to be silent about their practices. I tried so many times to rectify all issues with them but all i got was ATTITUDE and accusations. I am so distraught that I was promised rebates and yet it was all a lie. The only way to get rebates is to APPLY through ***************** and use one of their chosen companies UNLESS a company has their own dealings with rebates. They took full advantage of me and I am just sick about it all. I called ******* Energy and they took the info down and encouraged me to call ***************** to APPLY and as well write to Consumer Complaint explaining what happened and how I was cohered into getting a Heat pump from them. The sales guy wouldn't let up and guilted me into agreeing by showing up on my doorstep when i wasn't home and attempting to remove my ** unit which was only 2.5 yrs old as well as making me feel bad the men came from ******** which is 2.5 hrs away i believe from me. I gave in as he wouldn't stop calling. I called a friend to come and let them in. Then all summer i was back and forth with JBR and their ethics plus trying to get my money back as well as either my ** unit they stole or the money. They demanded i PROVE the ** unit was not old and the remaining balance on my loan. It so happened any payments made to the loan went to selected items financed instead of the loan as a whole. I then gave up as i was tired of fighting until last week when I called ******* Energy about rebates. I was encouraged to tell ***************** and BBB.

  Business Response

  Date: 18/12/2023

  We installed a ducted heat pump for this customer, She agreed to everything, signed paperwork and completed all verification calls stating she understood the loan agreement. Our owner then received a call from ****** she filed a complaint that her ** unit was stolen. A ducted heat pump replaced a central air conditioner. We asked the customer to drop the *** complaint as she agreed to everything and we were well within our legal rights. She was also present during the installation. Initially the customer stated she owened her ** unit and wanted to sell it for scrap metal, and then she changed her mind stating she was financing it. We told her if she was in fact financing her ** then she would need to send us a buyout invoice and we would cover it for her. We then continued asking for the invoice for weeks, and she finally sent one, from the finance company *****************. Upon review, **************** recently boughtout *****************. We spoke to ****** and they said they would look into whether or not she was still paying the ** rental* ****** confirmed that she was NOT paying for the rental anymore and she had actually bought it out in 2021. She sent us an invoice for $18,642.17 and tried to get us to pay her that amount for an invoice that had ALREADY been paid for 2 years beforehand. And when we called her out on trying to scam us for $18,642.17 she came clean and said she had forgotten it was paid off already. 
  
  In the end, we gave her a $500 internal one time rebate which she gladly accepted and all was good. About 2 weeks ago she sent an email indicating that she lost her documents for the heat pump, so we emailed her everything, the manufacturer warranty, the loan agreement, invoice and CPA and low and behold she has now filed a BBB complaint. 

  Customer Answer

  Date: 21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: this employee from *** has distorted the truth as well as told untruths. I am attaching the Phone quote from *********** who misrepresented himself as an Advisor for ******* ************ Rebate Program (they have no one with this name and supposed BADGE # (they don't use badge numbers and they give you their full name and where they are calling from and any other pertinent info you *** need). This employee is welcome to contact  **** ****** for phone records as well as local *** Constable ************************* as well as ******* ************ Program as well as ***************** (NR is who one is to APPLY through for selecting a company to install appliances or home improvements when it involves gov't approved rebates. Any other company that offers Gov't rebates has not registered with NR cannot give a Gov't rebate!!). I submitted a copy of the ** unit invoice stolen by *** after it was agreed upon with the quote that I get to keep my ** unit and sell it myself as well as when i answered (was told to say yes to last of ***'s questions about install) they didn't take any property of mine. The ** was my property and I was unaware that when i paid on my loan through ****************** that my payments went to individual appliances rather than the over all loan until the *** associate mentioned it had been paid off already. On the same invoice was my Tankless Hot water tank. It is very obvious to anyone who can read the invoice as well as the totals of both are added up at the bottom right of the invoice. Both appliances were individually priced to the right on the invoice so *** associate *** want to reread it and apologize for her accusation of me "Scamming". I was offered and did receive a supposed $500 rebate although there was no invoice stating it was a rebate...just an email so it appears it is SHUT UP money! Why would an internal rebate take so long and after a complaint???. As well this associate WAS NOT at my house when the workers were SENT without an approved appointment so how would they know if i was here or not...Last i saw i wasn't a Man in my 70's. Oh and I can prove IF necessary I was indeed in the city at an appointment. These accusations are indeed HARASSMENT!! What are they hiding by being so defensive and deflective?? All i am asking is my entitled rebate money that was quoted i would get. I was NOT quoted an amount as *********** said the Office would tell me and submit the rebates then the rebate money would come to me....Provincial in 6-8 weeks, Federal in ***** weeks. I have been waiting 6 mths for these so when i contacted *** asking how i am to get them after finding out they won't be giving them to me as told to by ***********************

  *** has not complied with their agreement NOT to Harass a potential customer into purchasing an appliance including a HV** system. They are slitting hairs with this **T they signed.).

  ***'s associate owes me an apology......they **CUSED me of Scamming them with an invoice for the Central ** until they stole from me. It is clear on the invoice that there are 2 appliances and 2 prices listed on the right hand side of the invoice and both were totaled at the bottom right of this same page of the invoice. *** asked for a copy of the Invoice for the ** and offered to buy it out....I did not know that when I made payments they were going to individual appliance and not the total of the loan itself. I asked ****************** if they could separate the two appliances and they said no they couldn't. I didn't think this was hard to read. It read very clear to me that 1 appliance was the ** unit and the 2nd was for a Tankless Hot water unit as well as each unit's price and then the total at the right side as well as the bottom right of the page. It is unfortunate that it wasn't clear to this associate. Perhaps this job isn't for them if reading a CLEAR invoice is hard for them to read and deifier. 

   

  In closing I would like my rebate monies. *** should be able to use NR's guide to how much. I do know that some companies like ******** ************ in Cornwall is offering $7100 in rebates (they have a HUGE sign out front of their business) so I have to ASSUME this is the going rate. I also am wanting them to be up front and honest with future clients. The more misleading and gaslighting they do the more complaints they will receive. As well with Small towns, word gets around, good news travels fast but bad news travels faster, I'm sure they don't want any more complaints so RESPECT your potential client. You get more with Honey than Dirt!!

  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  Dear *****, 
  
  We apologize for any miscommunication in this process. We appreciate you owning that your AC was in fact bought out and that we do not owe any money in that regards. A rebate of $500 was sent to you, you later asked for all documentation and you received it. On such documentation, all terms and conditions are listed. A company advertising such rebate is NOT a guarantee... additionally, it is not OUR advertisement, therefore we cannot match what a different, unrelated company is advertising publicly. We are able to offer an additional $250, provided this review gets closed out, making your total rebate $750. Please note that as per our recorded call, which you agreed to have recorded, you agreed that our rebates are never a guaranteed amount. Please feel free to contact us directly to discuss. Happy New Year. 

  Customer Answer

  Date: 05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  1. No where did I agree to the removal of my Central A.C. unit from my property, the NON legitimate phone quote from *********** that I took notes for has it written and starred that I KEEP my AC until to sell myself!! I am still wanting this payment regardless as to if it was paid for before taken or not. At the time of it's removal it was still worth $2024.30. This is what I would of sold it for had I have had the chance.

  2. I was told by ************************ would get Government rebates and that the OFFICE would submit them on my behalf. Yes I agreed that the rates could change but what does that have to do with anything really when i was never given a $ amount to begin with. It was all said to get me to agree to a Heat Pump. Hairdressing someone to g et a service is ILLEGAL to which I didn't know at the time ***** my ongoing queries.

  In summery after receiving legal advice,  I wish to propose JBR pay me the value of MY Central AC unit    $2025.30     that was removed illegally from my property OR give me a $5000 rebate that seems to be approximately the going rate.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/12/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 got a call from a woman who on the phone said she was **** *** (don't know her real name) at *** *** **** and also at *** *** ****. I had put in my name on a ******** site for government for Save on Energy and thought there was savings to be had. Well she goes into a line for a heat pump and we talked. She called me the day after that and we talked more By the end of the week, she had me believing that if I bought a heat pump I would get a $7,000.00 rebate from the government cause she said that's what she does. She was a Senior Energy Advisor/ Rebate Program with the government and there were a lot of rebates to be had. Well, I let them install the heat pump, and digitally signed something on the technician's cell phone that I could barely see as I wear glasses and was wearing contacts and aren't as good as glasses. This **** *** said it's no problem, just sign it and the payments will never be more than $177.00 a month. I thought it was through the government program. It wasn't! I get a so called contract in my email from JBR Contracting, that I've never heard of before and it's for $32,000.00 I called her up and freaked and she told me more lies. Then I get a letter in the mail and it's for a finance company that I've never heard of that I can't seem to get a hold of and they are called ****** ***** which I think is also a ****. I can get a hold of JBR Contracting but they're not saying anything. By the time this heat pump if paid off I'll have to pay about $50,000 for it. I was ******* and I want my money back and they can have their heat pump that's not working properly. This company is ******** retired widows and they don't care.

  Business Response

  Date: 05/12/2023

  On a recorded pre TPV phone call the customer agreed to the terms of their loan agreement. The customer agreed to having the installation completed by our contractors. The customer additionally stated they understood that we are a privately owned company and are not affiliated with any government agency. They received all documentation via signwell on October 28, 2023, and signed the documents. Such documentation included the loan agreement with Simply, a Consumer Protection Ontario Document, and an Invoice from JBR Contracting. Unfortunately, this customer has made multiple threats to our employees, including calling our sales representative with death threats, harassing the CEO on their personal ******** page, harassing multiple social media platforms of the company; making false statements, and sending threatening emails. We have therefore had to seize communication with this customer for the safety of our employees. We cannot send an auditor to the house of someone who has been verbally abusive. We require the customer to communicate appropriately with our team in order to provide or attempt any solutions.

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This whole statement is full of lies just like they did for the heat pump. He says they have it on recorded TPV phone that I agreed to terms. lie, I signed something I could barely read on the technicians cell phone and the technicians never explained a thing cause I don't think they could speak very good English.  I'm wondering if they were even licensed to do this kind of work. You say you recorded me on TPV Phone??? Well you should hand it over, I would really like to hear it. And by the way, if you recorded me without my consent or knowledge, that's another illegal thing you've done. I did not understand that JBR Contracting is a privately owned company, I'd never heard of JBR till the week after the installation. This, according to his so called employees, or wife or friends whoever, was supposed to be through the government. They called themselves a SENIOR ENERGY ADVISOR/REBATE PROGRAM! I did not receive ALL DOCUMENTATION! I still haven't received paperwork on the heat pump months after the fact! I got no paperwork on the 28th cause they waited till the next week. The documentation that you say I received like the loan agreement has barely any this on it. I've signed loan agreements before and that one fails miserably.  It was not supposed to be in a finance company without my knowledge, you can't even get a hold of this company, another ****. I was tole by your so called employee that it was supposed to be finance at 0% financing through the government. Did didn't happen either. You say the documentation also included a consumer protection Ontario document. It's 1 piece of paper stolen from their website that doesn't mean a thing. ***** ***** ******* *** ******** ********** ******* **** *** *** ****  Your invoice from JBR Contracting  has nothing on it either.  It's got JBR 's phone number and address and my name and address and  $32,000.00 That's it. Who does invoices like that??? The only threat  was the threat that I was to report it to the ******. That's the only threat I made! I broke off talks with this ******** company cause I was tired of the lies. I warned the public on social media cause people need to know what this company is doing to vulnerable people but apparently there's been others after me unfortunately.  I stopped communication, I was the one that hung up on this company. Just when I thought they were going to leave me alone, two days later they called so I had to hand up on them.  They also kept calling from a **** number ************. Complete ****!!This company has to intention of sending an auditor to my house cause I won't be getting my $7,000.00 rebate after installation of the heat pump they promised cause they never enrolled me in the  Canada
  Greener Homes grant. I checked with ******** and they confirmed that I'm not enrolled so this company had no intention of giving me a rebate after installing a heat pump that doesn't work properly. This Company's only goal is to sell a heat pump at 3 times the price ($32,000.00) and IF there was any rebate, they kept it. From the start, this company was pretending they were government just to **** you out of your money and nothing else.  
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 15/12/2023

  Hello, 
  Please note that we wish to share the recorded call however the file is too large to attach here. The customer agreed to being recorded at the very begining of the call. JBR Contracting is not a **** company. All terms and conditions were agreed to by the customer. 

  Customer Answer

  Date: 15/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: He's got nothing to say except MORE lies!! This so called **** *** at *** *** **** DID NOT EVER ONCE and I REPEAT DID NOT TELL ME I WAS BEING RECORDED BECAUSE I WASN'T BEING RECORDED! She was too busy filling my head with lies about your heat pumps. Like I said, just compress the file and let me listen to the so called voice mail but you can't cause I was never recorded cause if I was it was definitely without my knowledge or consent which is against the law. The only resolution here that  I'll get my HVAC replaced locally from people I trust and you can come and get that heat pump you installed that makes a ton of noise likes it's going to explode cause I don't want it running on my house. I've never been so cold as I have since this pump was installed by people who probably were licensed and then you can give me back my $32,000.00 which is triple the price of a heat pump. And the fact that you had the nerve to say I would get a 20 warranty on the heat pump AND MY FURNACE. More lies even though I have it in writing. I still haven't gotten paperwork for the heat pump that's not working properly, nothing, not one piece of paper on the heat pump cause you had no intention of doing any warranty work. You were just going to take the money and run. Also, according to ******** you never enrolled me in the GREENER HOMES GRANT so I will never see a rebate what so ever yet this **** ***  stated she was a SENIOR ENERGEY ADVISOR/RBATE PROGRAM cause I have that in writing too. I get now why she didn't want me going to my local HVAC guy after I said I would check with them cause it was a big panic to get it installed in my house. Like I said, come and get your defective heat pump and my local HVAC will set me up with something that runs quiet and won't explode and it'll be installed by qualified people here. That's the only thing I want.
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:13/11/2023

  Type:Order 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.

  On October 10th, 2023 a representative from ******* ***** called and asked if they could come to our house to see if we qualify for government *****s to save on ***************** consumption. On October 12th, 2023 two representatives showed up and filed a net zero initiative form and showed us the savings we could make by using a heat pump and carbon filter. Then they explained to us that we did not quality for one ***** and that we would have to pay $172 for 12 months, then the rest would be covered by the ******* ***** *****s. They told us after 12 months, there would be $0.00 owing from us. The representatives who came to our home are ********************* (phone#************) and ******* (no last name) - phone number **************.On October 13th, 2023, JBR contracting came in and installed heat pump and carbon filter. The installer then stated he needed a blank check to cover the $172.00 monthly payments for the 12 months.October 23rd, 2023. We received in the letter in the mail stating that a loan from ************************** was generated for a payment of $174.54 for 12 months, but what caught us by surprise is that the payments after 12 months went up to $380.71 monthly over 240 months. Since we received this loan paper (which I never authorized) we have tried to contact the representatives(****** and *******) and JBR contracting directly and had not received a response.November 10th, 2023. I was finally able to speak with ******* from JBR, I explained the situation I am in and she told me that ******* is out of the country and she will try to contact *********************. I have yet to get a response.I am 67 years old and would never sign for a loan of this magnitude. I am currently waiting for a hard copy of the original loan contract from *********** which was signed digitally with my name. I have attached the emailed copy for review. I never physically saw this loan, nor did I agree to it.

  Business Response

  Date: 05/12/2023

  The customer received his documents via signwell link on 10/13/2023 and on Oct 17, 2023 he confirmed he has a copy. This customer is also going to receive an audit from us. Additionally, this customer did not speak with ******, they spoke with ********. ******* only scheduled their service. All documents were signed by the individual, and they are now claiming that it does not count because a pen and paper was not used. In the nature of business advancement and pro-green environmental purposes, we do not print copies for signature, rather use a digital signing program. Such sigatures are still completed by our customers using signwell. This includes a loan agreement document from **************** which outlines all terms and conditions of their loan. He confirmed with us on October 17, 2023 that he has copies of all documents and we confirmed that he does qualify for the audit ****** which he is scheduled to receive. He completed a pre verification call, which was recorded. Additionally, he called us to have service done to his system piror to submitting these complaints to you. At this time, no complaints were made by the customer. We have since spoken with this customer stating all of this multiple times. We have all cooresponding documents and the pre-verification call recording to verify all of this information. We can therefore confirm that this customer did in fact see this loan, and agreed to it. 

• Initial Complaint

  Date:02/11/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 were called about buying a Heating Pump System which was a Govt. incentive. Turns out we pay for it but they claimed the Govt pays for installation. After many conversations and promises, we agreed. We were told the cost was $35,000.00 we were sent a financial agreement with **************** for $37,500.00 The rep said he'd look into it. Then they explained that a ***** was only offered to those who could pay up front but the installation including modifying the panel were paid by the Gov't. 3 or 4 Electrician appts were scheduled. Sometimes they showed up, sometimes they didn't. Weeks later an evaluation was done and 1/2 pumps were installed. It is TWO months, several emails and phone calls later, the 2nd pump has not been installed. The panel hasn't been modified. Our financial agreement has not been decreased to reflect the change the Electrician recommended. We were told. 1. They would buy out our A/C loan. Not done. 2. They would arrange deferred payments for at least 2 months. They didn't. Theyve taken 2 payments knowingthework is incomplete. 4. We were told the company and/or Govt covered the installation/panel cost but then they asked for $2000.00 for the panel. We do not have it. 5. They were scheduled for 8am today to complete everything; they failed to show up or return our calls. We want what they offered. The 2nd pump, free installation, free updated panel, the A/C loan bought out, the deferred payments, our cost adjusted/lowered. Considering this was advertised as a Govt assisted incentive to lower our heating and cooling costs and reduce our carbon thumbprint the whole setup must be a lie. We need to lower our cost. We want to reduce our footprint. Winter is here. We canceled our propane because their system was supposed to be installed in August, long before winter. The thought of going into winter without heating is unacceptable and making my anxiety and depression worse. We're Seniors on a pension with parrots. We need the heat. Pls help