Complaints

This profile includes complaints for Rene's Total Home Comfort Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rene's Total Home Comfort Ltd

  14A Trent Drive Campbellford, ON K0L 1L0

• 

  Rene's Total Home Comfort Ltd

  139 Main St Brighton, ON K0K 1H0

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:17/05/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Company performed chimney sweep first week of Jan 2022
  Bill was paid Jan 12 2022 by EMT
  Company sent email stating EMT could not be accepted please send again.
  Jan 12 NEW EMT was sent and accepted by company.
  Company still maintained they had not received payment and claimed they had been hacked. Proof of accepted payment was sent by me to company on May 12 2022. No further interaction occurred until today May 17 2024. Received letter in mail saying bill has still not been paid and will be sent to collections. Phone call was made and company refuses to accept they have been paid and cannot provide proof of such and are still demanding payment and threatening collections.

  Business Response

  Date: 21/05/2024

  ****** ******** ****** Report
  
  Subject: ****** **********
  *** *** ***** ***** ********
  
  Jan
  13/2022, we did a chimney sweep for this homeowner.
  The homeowner
  was happy with the work with no complaints.
  April /2022,
  the payment was not received so we put interest on the invoice & the
  invoice and statement was mailed to the customer.
  April 2022,
  the homeowner called into the office yelling and swearing at me regarding the
  invoice.  I was able to calm them down
  and try to explain the situation to them. 
  The homeowner said the payment was e-transferred to our ********
  account.  I explained that we had been hacked
  in our email account in January 2022, and that they would have to check with
  their bank as the paperwork the homeowner sent us says it is accepted but our
  company did not accept this e-transfer and no deposit was put into our account
  for that amount.
  I explained
  to the homeowner that they had a responsibility to double check with their bank
  that we did not receive the payment. 
  The
  homeowner refused to double check with their bank as the picture in the email
  of the e-transfer does not prove where the e-transfer went.   One photo shows it was not successful, but
  the other one shows it was deposited.  As
  per homeowners’ complaint, he stated that one of the e-transfers was not
  accepted so he resubmitted it.
  If the
  homeowner responded to another email saying what their password was then
  someone else deposited it into their bank account not our business account.  At no point did the homeowner give our
  company a password that was needed to deposit it. 
  In April
  2022, I put on the homeowners account to never service this customer in the
  future due to the lack of responsibility the homeowner did not take.
  From Jan-April
  2022, I double checked in our bank account and the e-transfer did not get
  deposited into our account.
  The ** ****
  has proof of this email hack.  I went into
  our local ** **** in Campbellford, and they had numerous people and businesses
  hacked at that time.  When I spoke to the
  manager, they told me to remove the password off the e-transfer as the hacker
  will hack into these types of e-transfers than the auto deposit e-transfers.  After the meeting with the ** **** manager, I
  immediately changed the e-transfer setting to automatically deposit so that
  customer’s would not have to supply us with a password every time they sent us
  an e-transfer.
  ** told me
  any homeowner that made a payment on that date, would have to go into their
  bank and double check that the e-transfer was not compromised.  The bank is required to refund the payment if
  a hacker compromises an e-transfer to a company as per our ** ****.
  I contacted
  2 other customers after our meeting at the bank and they were more than happy
  to call their bank and confirm their e-transfer. 
  We hired a company
  to support our Company with fraud email and to change our email platform.  We have not used the ******** email platform
  since this happened.
  In May 2024,
  we sent letters to all our outstanding customers which ****** **********
  received a letter to go to collections if it is not paid.  The homeowner was to get proof from his bank
  account and let our company know.  The
  homeowner has not done this to this date.
  On May
  17/2024 the homeowner ******, called in yelling, screaming, and swearing at our
  office staff saying he has paid this bill, sent an email to us with the same
  proof as back in Jan 2022 but it still does not show who deposited this money
  because he never followed up with his bank. 
  On May
  17/2024, my office staff was yelled at, swore at, therefore our office staff
  told Mr. ********** to not speak to her in that manner.  He continued to do so, therefore we hung up
  on his abusive phone call.
  On May
  17/2024, I told my office staff to never service this customer again and had
  credited the invoice.
  As a businessperson,
  I have asked the homeowner to do their part to double check with the bank, they
  have refused to do so.  We did a job and
  did not get paid.  We wrote off the
  invoice, but he is still conducting unprofessional behavior.  All we are asking is proof from the homeowner’s
  bank where the e-transfer went.  The bank
  can provide this information to him.  If
  the homeowner had done this back 2 years ago, we never would have sent him a
  letter asking for payment.
  Thanks
  ***** ******
  Renes Total
  Home Comfort L**
  *** ***** ****** ************
  ******* ******
  
  
  
  
  

  Customer Answer

  Date: 22/05/2024

  
  
  ****** ******** ******:
  
  Happy they’ve decided to credit the account and not proceed with sending to collections. I did however explain to Rene’s on several occasions that **** does not give out personal information in regards to where EMT’s are sent and they’re not responsible to retrieve money sent once it has been accepted so as far as **** was concerned the EMT I sent was received by Rene’s as it was their email address that accepted the transfer. 
  
  I have reviewed the response made by the business in reference to complaint ID 21727495, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** **********