Complaints

This profile includes complaints for Peel Heating and Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Peel Heating and Air Conditioning

  40 Westwyn Crt Brampton, ON L6T 4T5

  
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  Peel Heating and Air Conditioning

  3615 Laird Rd Unit 19 & 20 Mississauga, ON L5L 5Z8

  

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:30/08/2024

  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.

  Peel Heating & Air Conditioning installed a new air conditioner in my house on July 30th for $6102. Since then they have had people back 4 times over the past month to make adjustments to the system to try & get it to work as it should. The system only runs for 5 minutes to maintain the set temperature and it isn't taking any moisture out of the house. I have watched the condensate line for an entire cycle & not seen a drop of water leave the evaporator. The “No Loopholes Guarantee” that we have on the documents from the install state that “If, within 2 years of the date of installation, you are not completely satisfied with the performance of your home comfort system, our service, or our people and we cannot make it Right for you, then we will gladly remove the system and return your original investment – with no loopholes – guaranteed!”
  
  Our previous air conditioner was working just fine but the fan motor was getting very loud. It would run about 20 minutes to maintain the set temperature and did a great job of bringing down the humidity in that time. It was 30 years old and replacement parts weren't available as well as the freon charge was low and that type had been phased out.
  
  In the last conversation I had with their expert where I asked for a refund and removal of the air conditioning components, he refused to honour the guarantee and said he would not remove it as it is operating the way it was designed to. It only runs for 5 minutes since that is all it needs to maintain the temperature and that if I wanted the system to remove moisture, I would have to set my thermostat to 22 degrees.
  
  I am not changing my lifestyle to suit their air conditioning system. They are refusing to honour their written guarantee that states I will be refunded & they will remove the system.

  Business Response

  Date: 11/12/2024

  Dear ****,

  Thank you for bringing this matter to our attention. We are sorry for the inconvenience and frustration you have experienced.
  We understand that you have been facing issues with humidity control in your home. Since your concerns were raised, we have made multiple visits to your home, including sending individual senior technicians. During the most recent appointment, three senior technicians and supervisors were present to thoroughly address your concerns.
  At each visit, including the most recent one, all senior technicians and supervisors consulted with ****** tech support. After careful evaluation, it was confirmed that there are no issues with the system, and it is operating as expected and within proper standards.
  The higher temperature setting in your home during the summer months (25–26°C) may be contributing to the humidity concerns. For the system to effectively remove humidity, it needs to run more frequently, which typically requires setting the temperature slightly lower than 26°C. As per ****** tech support, the system's pressure and temperature readings are within perfect operating standards, and there is no need for a replacement.
  
  Please let us know if you have any additional questions or concerns, or if we may be of assistance at any point in the future.
  All the best,
  Your team at Peel

  Customer Answer

  Date: 14/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Peel's “No Loopholes Guarantee”
  makes no reference to whether a system is operating as it was
  designed to or how satisfied Peel is with the installation. I'm
  certain that all equipment Peel installs function as it is designed
  to and that Peel is satisfied with all of their installations. What
  it says is that I must be satisfied with the system, people, and service or Peel will
  “gladly” remove the system and return my original investment. I
  am satisfied with none of them. The first Peel technician that came
  to my house was called to perform routine maintenance on my existing
  heating and cooling systems. He informed me that the freon charge in
  the air conditioner was low and that the system was only providing 24
  degrees at the vents. He asked if I had any problems with the system
  maintaining the set temperature. When I said it had been performing
  well for 30 years with no issues, he asked what my set temperature
  was. I told him 26 degrees. I told him that I didn't want the house
  colder. He told me that if I ever needed it colder the existing
  system may not be able to keep up. When I agreed to have a new
  system installed, he didn't express any reservations with a new
  system operating at my set temperature. If he told me that I would
  have to lower the temperature for the new air conditioner I would not
  have agreed to have them installing a new system and would have
  looked at other options. I am sure the new system is operating as it
  was designed to but apparently it was not designed to operate with a
  26 degree set point. They knew in advance what my set point was and
  now they are telling me that the system they installed isn't capable
  of operating properly at that range. I am not going to wear a
  sweater in my house in the summer to accommodate an air conditioner.
  Failure to honour their guarantee puts them in breach of contract.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 08/01/2025

  ****,
  Thank you for taking the time to share your concerns. We have thoroughly reviewed your situation and have taken extensive measures to address it. Our team has visited your home multiple times, including a final visit with three senior technicians and supervisors, to assess the performance of your system. During this visit, we also consulted with ****** technical support, who confirmed that your system is operating exactly as designed and within textbook standards.
  
  The issue you’ve described regarding humidity is directly related to the thermostat settings. As explained during our visits, maintaining a higher temperature setting (25–26°C) results in shorter run times for the system, which limits its ability to remove moisture from the air. Lowering the thermostat setting would allow the system to run longer and address the humidity concern. This is not a defect in the system but rather a matter of how it is designed to function.
  
  The system is functioning exactly as it should, and for this reason, we will not be removing or refunding it.
  We regret that we have not been able to meet your expectations and hope you understand the steps we have taken to address this. If you have further questions or would like help optimizing the system for your needs, we are happy to assist.
  
  
  Sincerely, 
  Your team at Peel Heating.

  Customer Answer

  Date: 17/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  This response is the same as the first
  response from the business. They are trying to add loopholes to
  their “No-Loopholes-Guarantee”. I don't dispute that the system
  is operating as designed. Unfortunately, it was not designed to
  operate in my house. They should have installed a system based on
  the conditions for my house. They knew my thermostat setting prior
  to installing the system and they apparently didn't know the
  limitations of their system. If they couldn't install a system
  capable of operating to my specifications they should have said so up
  front. I would not have let them install this system. They are
  quite welcome to put my old unit back as it was able to remove
  humidity with longer cycle times and my thermostat set to 26 degrees.
  It can be done with the right system, which this one in my house is
  not. I am not going to change my lifestyle because they've sold me a
  system that can't do the job. They say they want to optimize the
  system for my needs. My needs are humidity reduction at a thermostat
  setting of 26 degrees and they haven't been able to accomplish that
  over numerous visits. Their warranty is quite simple. If I'm not
  satisfied for any reason, they will “gladly” refund my original
  investment and remove the equipment. I am not satisfied and want my
  money back. They are in breach of contract.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 30/01/2025

  Hello ****, 
  Thank you for reaching out to further address your concerns. We appreciate the time you've taken to communicate with us.
  
  Our team has visited your home multiple times to assess the system, and we’ve confirmed that it is functioning exactly as it should. We’ve thoroughly reviewed your situation and taken extensive measures to address it. However, the decision not to adjust the system by a degree to reduce humidity is a personal choice and does not indicate a fault with the unit. As the system is operating within specifications, we are unable to offer a refund or removal.

  If you have additional questions or would like assistance in optimizing the system to better suit your needs, we would be happy to help.
  
  Thank you for your understanding,
  Your team at Peel