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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:04/12/2024

    Type:Order Issues
    Status:
    Unpursuable
    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.
    Feb 2024 had heat pump installed Provincial Smart Home Svcs. **** **** ************ had to bring in a plumber twice to fix big water leak due to the AC hose not being connected to anything as well as Reverse osmosis system leak under kitchen sink. Had to get ******** to fix small gas leak on furnace due to fittings not being tight enough, cost us over $1000. company is not accessible *** *** *** ***** **** ** **** ** ***** **** *** ***** ***** **** they promised helping us with Gov't Rebate but they are AWOL. What happens then if we need maintenance or service. They didn't install Tankless water heater as billed, but charged us $9000 for an electric one and refused to alter the bill. **** *** * *** ** ***** *** *** ***** ** ******* *** ** **** ****** ** *** **** **** **** ** ****** *** ******* ****** **** ***** ** *** **** ***** ** **** *** **** **** **** **** ** ** ******* **** ***************

  • Initial Complaint

    Date:04/12/2024

    Type:Order Issues
    Status:
    Unpursuable
    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 initially engaged with Provincial Smart Home Services under an agreement that included the following:
    Buyout and return of a ******** unit
    HEPA filter
    Water softener
    Carbon filter
    **** thermostat
    Humidifier
    Installation of a tankless water heater
    Total Home Protection Plan for 10 years

    The total value of the hardware and services was $15,000, and Provincial Smart Home Services offered us a payment plan of $38.86/month at an interest rate of 2.88%.

    On October 24 2024, we became aware that **** ** ** ****** ** ********* *** we've been paying ***** **** ****** ****. This situation leaves us in a difficult position, as a significant part of the agreement—the service component—can no longer be fulfilled. We never received any annual services from PSHS and *** **** *** **** **** *** ******* ** ** ****** ** ********* it left us with paying for something that we have and will not use (home protection plan). The service component was a critical reason we agreed to switch from ******** to PSHS.

    We acknowledge possession of the hardware and remain committed to making necessary payments. To date, we have made payments totalling $2,282.14. However, we have requested ***** **** ****** **** a reduction in the principal amount to account for the unfulfilled service component of the agreement. The financial company has been very slow in contacting us and is only asking us to remove the auto-payment hold.

  • Initial Complaint

    Date:04/12/2024

    Type:Order Issues
    Status:
    Unpursuable
    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.
    ** ***** **** *** ******* *** ****** **** *** they have not completed the buyout for my furnace. I am currently paying both the monthly fee for my furnace as well as the monthly payment for the provincial smart home heat pump.

    In addition, there is no technician to service our equipment *** **** **** **** ****** ***** Even though we paid for it.

  • Initial Complaint

    Date:26/11/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    *** *** *** *******
    It's been 2 Years with the Provincial Smart home and
    they never processed the buyout and rebates that was promised **** ** ************ Am still Paying my old Service provider and am paying them also . The last time I speak with their representative said by 30 to 45 days they will process the buy out but until now nothing happen. Website gone, app doesn't work, no one answers phone calls! How do we get out of this?

  • Initial Complaint

    Date:26/11/2024

    Type:Billing Issues
    Status:
    Unpursuable
    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.
    Trying to contact business to pay buy out for our tankless heater from last 1 year, they are not responding. Firstly they agreed to get cleared by October 2024. Now not responding to emails or calls. Not received any rebate they promised for $1500.00. We tried to cancel with in 30 days. they were like don't cancel and so many things. Now ******** had sent our account for collection and these people are not still responding. The finance company is deducting money from our account on monthly for basis for 12000+interest and where as we are owing to ******** as well.

  • Initial Complaint

    Date:26/11/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 initiated a contract with PSH service to install all new equipment **** *** **** ** **** ****** *** ******* ** *** **** **** They were very quick to have sign and install and remove our equipment (next day) but then started the issues. We were promised a buyout of our water heater immediately, energy audit to recoup our government rebate and also equipment that was suitable for our home. After the install our new electric water was not useful for family of 5 and run out after 1-2 showers. They installed a new larger heater after several consults with us to determine the issue. With this new one we still have issues after the 3-4 showers/laundry/dishwashings. During the initial install our heat recovery unit was disconnected but never reinstalled and still remains un usable and has not been fixed. As for the energy rebate ******* ** ** having the audit delayed **** **** for several reasons and to this day no energy audit was performed. As for our water heater rental buyout we have been promised a payment since May 2024 (90 days after the initial application). When called to inquire as to why it has not been paid the answers are it will be in the next few weeks each time. The last answer was related to the company’s financial troubles so patient is needed. * ***** ******** ********* ***** ***** **** **** ******* *** ***** ***** ** ***** ******* *** ******* ****** *** *** **** ** ****** **** ****** ******* *** ********* *** **** *** *********

  • Initial Complaint

    Date:26/11/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Last year I had a new heat exchange pump and furnace installed with the agreement of a provincial or federal rebate for updating my equipment. I am still waiting for that rebate and the numbers and contact info no longer valid

  • Initial Complaint

    Date:26/11/2024

    Type:Billing Issues
    Status:
    Unpursuable
    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 signed a contract with Provincial Smart Home amount of $ 12,430.
    The contract states that Provincial Smart Home will install tank less hot water and remove the present hot water tank Including buyout /cancellation of all present agreements with ********. you pay nothing.
    Also top up my attic with insulation and I am to receive a 10yr warranty on all newly installed and existing heating/cooling appliances such as gas furnace and AC parts and labor and $100 rebate.

    They have stuck me with $12,430 loan from ***** *** monthly payments and amortization of 240 months.
    I tried many time to reach the company for maintenance arrangement and rebate.
    But did not respond to my phone or my e mail. *** ******* *** ********* ************ ******** *** ********* ** **** **** ********** ********* ****** *****

  • Initial Complaint

    Date:26/11/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 having issues with my hot water heater that Provincial Home Services installed. There is a warning coming up that suggests calling for service. PHS guaranteed service on this item and now their phone number is ‘no longer in service’. **** ** **** **** ******** ******* *** ******* ** ***** *** ** * **** **** ************ ** *** **** *** *** ** ******* **** ******** ******** ** ******** ******** *******

  • Initial Complaint

    Date:26/11/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 used this company for the greener homes grant to improve my monthly billing and was promised a $7-8 thousand dollar rebate to put towards the bill of $25,000.00. I never received the rebate ** **** ******* ** * ********** ***** * *** ** *** **** ******* **** **** ** ******** ******* ** * ******* ******** ** ******* **** ***** *** ***** ***** *** ** ***** ** ******* ***** *** ******** ***** **** *** ******** ****** *** ********** *** ******** ****** ** ******* ******** I want a refund of $8,000.00 for the expected rebate I was to receive. *** ********* *** ******** *** ******

Provincial Smart Home Services is NOT a BBB Accredited Business.

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