Complaints

This profile includes complaints for Walker ClimateCare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Walker ClimateCare

  1714 Vincent Massey Drive Cornwall, ON K6H 5R6

  
• 

  Walker ClimateCare

  1517 Old McConnell Avenue Cornwall, ON K6H 7G9

  

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:27/03/2025

  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.

  1/21/2025 I was charged $ ****** for changing a lightbulb.

  

  Business Response

  Date: 28/03/2025

  The customer was charged $249.73. This included an $89.00 dispatch fee, hourly rate and HST.  The customer was made aware of the dispatch fee on the call with our CSR. 

  Upon inspection it was found that the light socket in the hood fan was broken. 

  The electrician had to take apart the hood fan to repair the socket and tabs and put it back and then replaced the light bulb. 

  Customer Answer

  Date: 28/03/2025

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

• Initial Complaint

  Date:07/11/2024

  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've been with Walker Climate Care for 5 years when I moved into my home to service my Furnace that was installed 10 years ago (March 2014). I paid a monthly maintenance fee of $12/ month which included a yearly inspection in fall. It was completed on Oct25th and requested that 3 major parts be replaced at $2200 +. (see attached quote). That includes their 20% parts discount. I was shocked as it's just 10 years old and there have been no issues that I was aware of. I decided to get 2 second opinions and was advised by ***** ******* * ** that there is nothing wrong with my furnace! I was extremely shocked, angry and disappointed. I followed up the Install Manager ****** *********** and he provided me with the tech's pictures which seemed to mirror the ones ***** took (although I was present for *****'s) but still was advised there could be something wrong.
  I'm a single mom with two young children and feel like I may have been taken advantage of and want other people to know about this. Perhaps the least they can do is pay for the 2nd option total of $158.20. Thank you

  

  Business Response

  Date: 13/11/2024

  As you can see there is rust and accumulation on parts of the furnace that should, in good practice and for longer life of the furnace, be replaced. Photos are from her fall 2024 PTU.  We always provide options to repair or replace the furnace as we want to provide customers with options. Customer was also given an estimate on October 23, 2023 during her annual PTU as the tech saw these issues starting. The customer always has the option to repair, replace or do nothing. The fact that she went on her own for a second opinion is her right, but as a company we did as we should to inform and provide possible solutions. 

  Customer Answer

  Date: 20/11/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It was implied to me that the furnace would no longer work without these repairs. The fear instilled is the issue I have. That being said, I see we'll have to agree to disagree and move forward.

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

  

  Business Response

  Date: 21/11/2024

  Our technician did as they should and stated that the furnace could fail, but did note state it would fail immediately,  which at the age and state is a possibility. We did not red tag the furnace, it was still operational and again customer was provided options. If how the customer took the message or as she stated " it was implied" , then we apologize if the messaging was unclear, but we look at options for our customers and to provide the longest life possible for the furnace. In a situation with the photos attached, we do recommend repair or replacement of the part as yes it could stop working or lessen the life of the furnace. The customer was not coerced, and she could have simply rejected the quote, which she did,  but we have an obligation to inform and recommend.  

• Initial Complaint

  Date:17/11/2023

  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 have belonged to a program provided by Walker climate care which charges me $11.00 per month and in return once a year they do a service call and inspect and service my furnace. On Monday November 13, 2023 they attended my residence to perform the above service, at which time they "tagged" my furnace, meaning that I had 45 days to either have my furnace repaired or replaced with a new one or my heat would be shut off. They suggested that it was really not worth repairing as I would end up having to buy a new one anyways, a salesperson came to my house the next day and quoted me prices ranging from $7000.00 to $19000.00 for various pieces of equipment.Considering the cost, I decided to get a second opinion. The service technician from the other company cleared my furnace and said that there was no reason to have tagged it and there was nothing wrong with my furnace. I was also informed that Walker climate care does this type thing frequently and that their technician receives a bonus for sales calls generated by these types of deceptive practices.I feel that these are predatory sales practices that threaten customers with loss of heat in the winter and then try and sell them equipment that they do not need.I am requesting that the BBB remove Walker ************s Accreditation with the BBB. I am also requesting that Walker ************ refund me the cost of the additional service charge that I paid for the second opinion on my furnace.All of the above is respectfully submitted,*************************

  

  Business Response

  Date: 18/12/2023

  We attended ********************** home for an annual maintenance on his aged furnace. 

  Upon performing the maintenance ************** noticed and issue with the heat exchanger. Under the Gas Code Section 4.21.1 ( noted below) out technician did the proper procedure. 

  Gas Code
  
  4.21.1 Where the heat exchanger of a furnace installed in a dwelling unit is found to be defective, it shall be replaced
  

  Out Technicians noted from the file  that is was B tagged, saying that this is a non immediate hazard but needs to be repaired/replaced in 45 days.
  The notes were as follows: 

  " Cleaned furnace
  
  Clean flame sensor, drain tubing, pressure switch tubing, tightened electrical, check temp rise.
  Inspected heat exchanger, found to secondary to be leaking in many ports, and the back plate is beginning to show some rust as well. Left B tag on furnace with 45 days to be repaired/replaced "

  ****************** was provided with 3 options. 

  1. Replace the part under warranty for labour only costs for $960.50 including HST. 

  2. We sent a Sales person to his home to provide 2 other options based on the age of the furnace and, also of note, to possibly have him take advantage of the current Government ***** which provides a $6500 rebate to upgrade to more efficient equipment. The choice to do any of the above was up to ******************* 

  3. The fact that there is a company removing tags is a TSSA issue that we are very concerned with and would like to have the information as to which company this is. The fact that is was leaking causing rust to start forming is an issue, concern and part of the code. 

• Initial Complaint

  Date:09/12/2022

  Type:Sales and Advertising 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.

  We purchased our house on May 6th of this yr. On Sept 26th 2022 our furnace was turned on and was not working. Walker Climate Care came to our house to install an air conditioning unit in June/July. We figured we would use them again considering we had the AC with them. I was a bit hesitant knowing the electrician that had done some work pryer had said they (Walker) installed our AC and didn’t do the greatest job. We went with them anyway. When they showed up they did a service to the unit ie. cleaned flame sensors etc. We were then told we needed to shut the unit off because it was unsafe. Our coils/burners were needing replacement. On sept 28th a sales rep came to our house to tell us that because our furnace is so old (14+yrs) we should just replace the entire unit. Not remembering what the previous owner had said about the furnace we believed them and went ahead with the install. I had to call the previous owner to ask about a warranty on a dishwasher and happened to mention having to get a new furnace. The previous owner then began to tell me the furnace is only 4+yrs old and there is no way it should be replaced!! After contacting Walker with regards to this I was sent to a couple different representatives and then to be told they were going to do nothing about this. I feel the most honest solution is to at least give us the cost of our old furnace. I have the make and model # to show it was only a 2017 furnace! The total cost was $7133.69 to replace this not needed new furnace!

  

  Business Response

  Date: 03/01/2023

  We attended a service call at the behest of this client on September 27th, 2022 stating they had ho heat from their furnace. They called us at 11:08am and we arrived at their residence just a few hours later at 3:58pm. Our technician found that the drain and the inducer motor were full of water. He cleared the blockage and flushed the system. He then cleaned the flame sensor, and noted that the burners were in rough shape and require replacement. He indicated he would sent an estimate to the client for the repairs required once he got a quote back from the provider of the parts, which he did. Based on the condition of the furnace, he also recommended that the client pursue replacement options, and offered to have a Comfort Advisor attend their residence for a quote - a professional service offered at no cost, and with no obligation to the client. They agreed, and the next day the Comfort Advisor attended their residence where they freely chose to replace their furnace, and placed a $2500 deposit towards this job by credit card. We made good on our agreement and installed the new furnace they agreed to purchased the very next day on Sept 29th (it's model number G96VTN0801716A and serial number A223147724, for the record).

  What the complaint states about the age of the furnace is true; they were originally told the furnace was approximately 14 years of age. This was an error made in good faith by the technician. As each manufacturer lists their date codes with different nomenclature, and sometimes the numbers are small, worn and hard to see, occasionally errors are made. This appears to be the case. We are not in the business of lying to customers about the age of their mechanical equipment. In many cases, this is independently verifiable online or by contacting the manufacturer. Moreover, we have been in business in this small community for just over 50 years, and have a strong reputation of being dependable when you need us, fast to offer aid, and above all - helpful and honest. This complaint suggesting that we'd knowingly lie about the age of a furnace and install a new one when we could have just repaired it is hurtful, and unfounded. We did provide an estimate to repair the furnace, and the request to be invited into the home to discuss replacement options was also done at the client's behest - as was the call to come fix the furnace to begin with. Secondly, the age of the furnace is far less material than the shape it was in, which was the basis for the necessary repairs and recommended replacement, and that has never been disputed by the client to my knowledge.

  We understand that some businesses in the HVAC/R industry have a bad reputation for selling unnecessary equipment; for offering financing that ends up costing honest homeowners 2-5X what the market value of the equipment is, and then when they need help, they find on that liens have been assessed against their property. We understand that maybe that's what these new homeowners felt was going on, but the facts just don't add up. That's not who we are and it's definitely not how we do business generally, nor what we did here. We value our reputation and are disheartened by this complaint. We're happy to provide any further documentation or clarification that would help support our position.