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:25/01/2023

  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.

  December 15 Oil tank automatic fill-up – 900 Liters in tank December 19 Oil furnace broke December 22 KC H. & A. - came to check the furnace and told us that we would be better off getting a new furnace December 23 **** ***** of KC H. & A. e-mailed us an estimate to install a new boiler furnace fired by propane instead of oil - estimate had options to either "Decline" or "Accept". December 25 I accepted the quote under the condition that I would give him his requested amount of $13, 893.35. First I would give him $7000 cash and then pay $1000 monthly installments until paid- he agreed and his wife brought a promissory note for the above conditions and I signed it. December 26 Day of installation **** came around 11 am – he had several 5 gallon tanks and emptied all the oil from our oil tank. My husband came in the house to notify me as we had both agreed to keep the oil tank and the oil. He asked **** to come in the house as we needed to talk to him about this. I then informed **** that we were keeping the oil and the oil tank – He said I can leave the tank but it’s too late for the oil is already in containers **** said the oil is no good anyway – you can’t use it for anything else. I said we still want to keep it. He replied that he made us a good deal and that it will compensate for some of the lost he incurred. I said what loss? I paid you exactly what you quoted me – he said well I’m giving you 7 months to pay the balance owing. I said but that was the deal – I did not include you keeping my furnace oil - I still insisted that I wanted to keep both the oil tank and oil I sent several e-mails insisting that the oil be returned or compensated, to no avail. Finally, when we received the invoice from CO-OP- our oil supplier, we realized again that we are still paying for oil that **** took. There is a lot of value in the oil that he took. We got conned, **** was dishonest. We calculated that there was $1 700 worth of oil eft in the tank. ********

  Business Response

  Date: 27/01/2023

  Dear customer,
  
  KC Heating & Air Conditioning highly values our customers, as well as their concerns. On December 26th, 2022, our installation crew graciously agreed to work their statutory holiday to complete this oil to propane boiler installation. Our team wanted to ensure our customer had heat during a cold Christmas holiday weekend, at no additional expense. In addition, we also voided their original service call of $199.99+tax to ensure an excellent experience. Prior to the installation, the customer expressed their concern that they couldn’t purchase the installation at its full price, therefor, we offered financing at a reasonable interest rate - as we normally do. The customer expressed they’d also prefer not to pay any sort of interest. As a newer, small business, we decided that we’d offer a payment plan with 0% interest to build a strong relationship with the client. Prior to the installation date, there was a phone conversation between the homeowners and company ***** addressing questions regarding the scope of work. The customer inquired about what was to be done with the remaining oil and tank. We informed the client that the coloured fuel is prohibited to be used in any motor vehicles that is licensed under the Highway Traffic Act (Ontario), therefor, unless the customer has any legal use of the fuel such as other oil fueled appliances or heavy machinery, we dispose of the fuel (with consent) at no additional expense. This is also standard protocol of the fuel company whom provides the tank and oil. The fuel company does not reimburse their clients for pre purchased fuel and may even charge additional fees for the disposal and removal of the oil and tank. The customer advised they didn’t have any other legal uses for the fuel and that it can be disposed of. On December 26th, 2022, during the installation of the appliance, KC spent roughly 4-5 hours pumping the fuel from the oil tank to complete the disposal process (the homeowners were aware and present throughout the entirety of this lengthy process). We completed the installation the same day and the customers expressed they were very pleased and content with the installation, as well as the customer service. On January 6th, 2023 (11 days later), the customer sent a text to our office manager expressing that she changed her mind and would like her fuel back. We told her we’d look into this matter and come up with a reasonable solution. The reasonable solution we proposed was that we can return the disposed fuel, however, the customer would have to cover the labour expenses of the initial disposal as well as the labour to return the fuel. The customer refused to reason and threatened legal action, however, we reiterated the solution multiples times. Unfortunately, our attempts to resolve this matter civilly were unsuccessful and left us with no option but to discontinue text communication with the client. There seemed to be no willingness to compromise despite our continued efforts and professionalism. KC Heating & Air Conditioning strives to provide the highest quality of customer service to each and every customer. Unfortunately, this happens to be our first scenario in over 4 years of business that nothing could be done to result in a peaceful resolution. 
  
  Thank you,
  KC Heating & Air Conditioning

  Customer Answer

  Date: 29/01/2023

  
  Complaint: 18895536
  
  I am rejecting this response because:

   

  Our experience with **** &  ******* from KC Heating & Air conditioning was far from being satisfactory. We paid good money for the boiler furnace & their service. We continue to be dissatisfied with their dishonesty while they were here, in their responses and essentially they stole our oil.Those are not qualities to run a good business.

  We are requesting $1 700, nothing less for the oil taken without our consent.

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

  Business Response

  Date: 30/01/2023

  Hi there,
  
  
  I sincerely apologize that you are unsatisfied with your experience. The events that have occurred are standard procedure and were absolutely consented to. We're always looking for ways to grow and improve as a newer, small business. However, we cannot attempt to defend untrue statements such as the disposal being completed without consent, that you were "conned”, that we’ve “stolen” from you or that we’ve been dishonest. These statements are untrue and defamatory. We take great pride in having a seamless reputation for operating a business that is fair and honest. We've performed these services many times and continue to on a regular basis; but have yet to encounter a scenario where the home***** changes their mind after the scope of work has been completed. It appears we may have exhausted all possible attempts to reach a reasonable solution as we are continued to be met with unwillingness to compromise in a reasonable and sensible manner. Once fuel has been disposed of, we do not return the fuel. We've reiterated multiple times that we would make an exception and return the fuel at the labour expense of the initial disposal and to return the fuel. Unfortunately, we do not offer these services at no cost.
  
  
  Thank you,
  ********