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:13/02/2024

  Type:Billing 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.

  HEAT-AIR Mechanical Ltd provided an in-home service to fix the dishwasher exit pipes on Jan 28th. Over the phone basic information was shared about the issue and I was told the root cause was with the building and the company would follow-up with the building to fix the issue. My credit card is charged for $1131.54 end of January. I asked for the invoice to be emailed to understand the service charge details. Nothing was sent. I called them again and again 7 times in a span of 2 weeks and still I haven't received any invoice and I don't really know if they really follow up with the building. The hesitation in sending the invoice resulted me to have doubts in service provided specially because at the time of service no one on home to ensure the work was done properly.

  Business Response

  Date: 14/03/2024

  The customer has been emailed his invoice and receipt along with numerous voice mails to the phone number we have on file. Thanks 

  Customer Answer

  Date: 14/03/2024

  
  
  Better Business Bureau:
  
  
  After persistently reaching out to the business multiple times and diligently requesting the necessary receipts and details, I finally succeeded in obtaining them.
  I genuinely appreciate your assistance in resolving this matter!

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

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

• Initial Complaint

  Date:07/03/2023

  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.

  On or about February 2021 the above company advised to install a new ***** Unit for heating and hot water after many many attempts at repairing with the same error code. After thousands of dollars spent for repairs in labour, parts and services they advised to install an new unit all together. They first tried to charge me $13,000.00 and then after a dispute they brought it down to $8,000.00 and change. After installing the new unit, same problems started happening again. Today , i have called them once again for the exact same reason why the unit has failed again !!! no heat or hot water. They want to charge me for a service call once again for the exact same reason why they advised to buy a new unit.

  Business Response

  Date: 30/03/2023

  We were initially contacted by the customer back in December of
  2020 regarding an extensive leak from their 13 year old heating boiler
  unit.  After sending plumbing technician
  on Friday, December 11th to look into the matter he was able to stem
  the leak but indicated the flame sensor was burnt out and required the
  additional service of an HVAC technician. 
  
  That same day we immediately had our HVAC technician look at the
  system.  He indicated the issue was actually a faulty pipe sensor, which
  he replaced accordingly.  When going through the normal startup/testing
  procedures the unit then began discharging dark muddy water and sediment. 
  A clear indication the boiler system had not been serviced or properly
  maintained for a significant amount of time.  By the time this new issue
  was revealed it was already after 4pm on the Friday evening, after explaining
  to you our hourly rate goes into double time after 5pm and on the weekends,
  you’d opted to have us send another plumber to flush the system of the dirt and
  sediment the following Monday, December 14th.
  
  When
  our plumber visited the site on the Monday and flushed the unit, it was found
  the system was still failing to properly operate once the operating pressures
  would rise, indicating the pressure reducing valve or pump was likely damaged
  from the extended lack of proper maintenance and excessive sediment build up. 
  To rectify this, we had an HVAC technician return who found the pump did indeed
  require replacement.  He then wired the pump which corrected the issue and
  left the site with the unit in a functional state.
  
  The
  customer then called us again on Tuesday, December 15th stating that
  the unit was leaking again.  We had our HVAC technician return where he
  found the heat exchanger gasket was old and warped, hence the additional
  leakage of water.  It is likely that after flushing the sediment and
  debris, which was not only clogging up the piping but also plugging potential
  leak points, this new issue was then revealed.  In addition, it was also
  revealed that the venter motor was burnt out, likely due to water damage from
  the initial leak.  Our technician drove to the part supplier for the unit,
  who are located in Concord, picked up a new motor and drove back to your site
  where he installed it, again leaving the unit in a functional state.
  
  Wednesday,
  December 16th the customer called in again indicating the unit is
  still leaking and the motor was making a rough sound when functioning.  At
  this point the customer stated our organization needs to send someone over
  right away and she had better not have to pay for this additional
  service.  The customer was told we’d be speaking with our management team
  to work out regarding a charge but would be sending a technician immediately.
  
  Our
  HVAC technician returned and was able to stem the leak while trouble shooting
  the mechanical issue.  Returning the next day, our technician was able to
  get the manufacturer’s technical support on the line with him as he continued
  to work on the system.  The manufacturer’s technician support
  representative recommended replacing the main circulation pump and gasket,
  which our technician then drove to the manufacturer in Concord, Ontario to pick
  up the recommended parts and returned to the site located in Mississauga,
  proceeding install.  After doing so the unit still failed to operate and
  we again contacted the manufacturer’s technician support representative who now
  at this time suggested the unit be replaced entirely.  The customer was
  informed we’d be willing to perform the service at a reduced labour rate and
  provided an approximate pricing of the replacement heating boiler unit. 
  The customer was also informed the new boiler wouldn’t be available for pickup
  until the following Monday, December 21st, which the customer
  indicated she would be fine with.
  With
  the boiler installation requiring both a plumber and HVAC technician, we had
  two technicians return the following Monday, December 21st. 
  Our plumber and HVAC technician carefully removed the existing defective unit
  with all of its associated components and re-piped & installed the new
  heating boiler unit.  This two-day installation had us sending our HVAC
  technician back on Tuesday December 22nd to perform the final
  installation procedures and system setup for the brand new unit.
  
  Upon
  the completion of installing the new heating boiler unit, thoroughly testing
  and ensuring it worked without issue, the customer was contacted on Wednesday,
  December 23rd.  At this time she was presented with an
  approximate price of $9,400.00 + HST for the boiler but there would still be
  some additional costs for material purchased to perform the installation. 
  The customer indicated she’d wanted for us to send you an invoice with a full
  breakdown but in the meantime due to her credit card not having enough space on
  it she’d offered to send an e-transfer for the preliminary amount given.  Unfortunately,
  as at that time our system was not set up to accept payment via e-transfer, it
  was made clear to you that was not possible.
  
  The
  customer was then informed that we’d have our accounts receivable department
  contact her once the final billing with the extra material was included and an
  invoice with a full breakdown would also be drawn up.  She was also told
  we’d be waiving our labour charges for the previous Wednesday, Thursday &
  Friday, which at that time she’d mentioned she was happy with.
  
  Upon
  receiving the invoice breakdown, the customer then decided to dispute the
  charges, stating she was told it was only going to be $9,400.00 total and
  refused payment.
  
  All
  of these details were laid out in an email, from which this document is derived
  from.  Furthermore, we explained the
  following:
  
  Your initial call was concerning a leak from a 13 year old unit.
  Upon our investigation of the issue, it was evident the 13 year old heating boiler had not been serviced and maintained for some length of time, if ever.  Please keep in mind that this is a critical piece of mechanical equipment that functions to provide heat and hot water literally 365 days a year, and much like a car, if left unattended to it will fail in several areas at once.  Many of which won’t be discovered until something else is repaired.
  Despite your not being one of our regularly contracted customers, we were still willing to not only provide your service but also tied up resources for a number of days in our efforts to help.
  In addition to tying up resources at a critically busy time of year for us, we’ve also heavily reduced our regular labour rate and even waived labour charges for a total of 3 days.
  
  After
  a lengthy back and forth with the customer, and a significant loss on our end,
  we finally settled with the customer at a price of $9,924.18 (HST included), on
  February 17th, 2021.  At the
  time we indicated we’d provide a one (1) year warranty on unit and also recommended
  a general preventative maintenance contract, which covers regular yearly
  maintenance to inspect, test and maintain the function of the boiler
  system.  The customer declined.
  
  January
  4th, 2021 the customer called stating the boiler unit was not
  working.  We had our technician attend
  the site where he found the system showed an error code.  After speaking with the technician support
  line he was able to clear the code and the unit’s function was restored, at no
  charge to the customer.
  
  On
  March 21st, 2021 the customer called indicating the boiler was
  leaking.  After having our technician
  visit the site to investigate, he determined the drain tube slipping out of the
  floor drain.  He put the drain tube back
  into the drain and secured it in place. 
  Issue resolved, at no charge to the customer.
  
  November
  1st, 2021 the customer called indicating the boiler displayed the
  code indicating it was locked out and not working.  Her tenant unplugged and plugged the unit
  back in, but the code was still persistent. 
  Again, we had a technician visit the site and he was able to clear the code
  and restore the function of the boiler unit, at no charge to the customer.
  
  Now
  being more than two years after the boiler system was installed, in February of
  this year, 2023, the customer contacted our organization indicating the unit
  was not working and insisted we had better send somebody, but she will not be
  paying for any service visit.  When it
  was explained to her that it would not be possible to provide service for free,
  especially as it’s been more than 2 years since the unit was installed, and
  she’s already exceeded our 1 year labour warranty, she became irate and
  threatened legal action.
  
  We
  have not heard from or communicated with the customer since that time until
  recently being contacted by the Better Business Bureau.  At this juncture we feel we have made every
  reasonable effort to satisfy the customer despite her numerous attempts to
  obtain free service from our organization. 
  We find her accusations to be shockingly insulting when considering we
  went out of our way to assist her with a faulty 13 year old boiler unit, at a
  significant financial loss to our company, despite her not being a regular
  customer of ours.  Our primary business
  is working with condo building’s and property management companies, so for us
  to tie up personnel and resources as we did in December of 2020, we can not express
  enough how disappointing it is for her to be making the kind of accusations
  that have been leveled against us.
  
  We
  have more than fulfilled our obligation to this customer by trouble shooting
  and attempting to repair a 13 year old boiler system.  Supplying and installing a brand new boiler
  system, in addition to providing our standard 1 year warranty coverage.  At this point in time we wish to no longer
  have any further business with this customer.