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Business Profile

Heat Pumps

Provincial Smart Home Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heat Pumps.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

Customer Complaints Summary

  • 585 total complaints in the last 3 years.
  • 330 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:17/10/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 August 15th 2022 I had provincial smart homes install a tankless hot water tank, a new furness and extra insulation in my roof. At that time the company was suppose to schedule an appointment to have an audit done. They never did. I had to contact them several time before an appointment for Sept 22nd was made. When that date came no one phoned to cancel the appointment or let me know no one was coming. We sat around for hours waiting. When i called the company about this they had their auditor call me and all he did was **** at me . ******* unacceptable. When I call the company back again all they did was set another appointment for October 13th between 9 and 12. Again they didnt phone or cancel the appointment and again we sat around wasting our time. I called them again and now they are ***** and saying someone called me. AND THEY DID NOT. Now they want us to wait until October 31st and I had already told them that we leave Canada October 26th and wont be back until April of 2023. Because they wont sent someone out t I will not get my 2500 refund that I was suppose to get for getting the new items. This is ******** ******** customer service and I want my 2500 that I was suppose to get. They new way back in August that I was leaving the country and wouldnt be back until April. I want my money. * **** *** ******* ** ** they would have fit me into an audit right away. It wasnt my fault they didnt show up or have the respect to at least call. **** ****** ******* ** *** ***** ******* ***** * **** **** *** ** **** *** ******* ** **** *** ***** ****** ** ** ***** ********

    Business Response

    Date: 17/10/2022

    Hello ****** , 

    On behalf of the rebate team, we apologize for miscommunication and inconvenience this has cause you. I will be reaching out to you momentarily to resolve this situation.

    Thank you,

    customer relations Manager 

    shae

    Customer Answer

    Date: 17/10/2022



    Better Business Bureau:

    Only after they deposit my rebate into my account by Friday October 28th 2022. Then I will accept resolution.  But until I recieve my money

    I have reviewed the response made by the business  and find that this resolution is satisfactory to me.




    Sincerely,



    ****** ******

  • Initial Complaint

    Date:06/08/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 been asked to arrange an audit with someone that PSH is providing to do an inspection on all the products that I had installed at the end of May. Products are a furnace, a/c, tankless water heater, hepa filter and more insulation in my attic, all these products are working and wonderful.
    My complaint is that they are insisting in order to receive my $2500 rebate I need to have this audit/inspection & need to pay $735 cash. They have also admitted that when I do receive my rebate which could be $2600 when all is done I do not get my full $735 back, that it is included in the initial rebate.
    I do not think I should be responsible to pay for this inspection let alone in cash.
    Please advise in good time.

    Business Response

    Date: 11/08/2022

    Hi *******,

    Our customer service team has been informed and will be in touch with you shortly. We are truly sorry for the inconvenience and value you as a customer. Your feedback is appreciated as we are constantly trying to improve our processes. Kindly be patient as one of our reps reach out to you.

    Thank you

    Customer Answer

    Date: 12/08/2022

    (The consumer indicated he/she ACCEPTED the response from the business.)

    We will see what they say before I make any decision as to whether I am satisfied or not.

    I appreciate your investigation.

Provincial Smart Home Services is NOT a BBB Accredited Business.

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