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:13/07/2024

  Type:Billing 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 Jan 16th 2023 I spoke with sales rep for Provincial Smart Home Services named ***** ******** about switching from ******** to them for my Furnace, AC, and a tankless H2O heater. It was to save money every month and there was a rebate of $1850.00 I qualified for. They would buy out my contract with ******** for $4379.02 and I didn't have to do anything, I kept getting emails from ******** for the final payment. After many calls, emails and going to the BBB they finally paid it on August 2nd, 6 months later. I waited for the rebate for months finally calling ******** to see what the hold up was and they didn't know what I was talking about. They had nothing to do with any of it. Eventually PSHS said I needed an inspection before the $$ would be released. I made appointments 4x and they never showed 4x. Only when I threatened to call the police did they deposit the $$ in my account on November 15th (9 months waiting). The ****** ***** ******* company took $158.56/mth which is what I agreed to. The ****** ***** was either taken over by or bought out by ********* and starting in March of 2024 they began taking out $326.28/mth in bi-weekly payments of $163.14. When I questioned them someone named ***** said I electronically signed a contract outlining everything including the "introductory rate and price increase" and he would send me a copy. I received 1 page on July 10th that outlined nothing and there was no signature anywhere. I said I was going to the BBB and low and behold a 15 page contract appears 13 days later on July 23rd. It did outline everything and it was signed **** ********. Other than my Passport I NEVER EVER sign ANYTHING **** ********. I know they are ***** but a Lawyer costs $$ I don't have. They also put a lien on my Home for 31,000.00 without telling me. I found this out when I went to renegotiate my mortgage. The Bank couldn't move forward with a Lien in place and they demanded a Postponement by a Lawyer which cost me over $2000.00. There's more

  Business Response

  Date: 24/07/2024

  Hello ****, 

  We hope this message finds you in good health. We would like to
  express our gratitude for your detailed explanation of concern and our sincere apologies for the inconvenience caused to you in the past. We understand
  that you have raised concerns regarding the terms and conditions of the
  agreement, and we are committed to addressing them.

  Upon a thorough review of your account, we can confirm that the invoice, signed by you, explicitly outlines that the initial interest rate will transition to 12.99% after the first 12 months. The program is designed to be 2.99% interest for the first year, providing you with the flexibility to manage your finances effectively. We would like to emphasize that this is an open-ended financing program, affording you the freedom to cancel the loan by paying it off at any time with the financing company, or switching to a lender offering lower interest rates after the initial one-year period without incurring any penalty.
  In our commitment to ensuring transparency, we undertake additional measures to ensure that customers are fully aware of the terms and conditions of the agreement before equipment installation. These measures include conducting telephone verification calls to obtain verbal confirmation of the information provided by the sales representative and in the document. Furthermore, during our funding process, we require customers to sign electronic documents from ****** ***** Financial (now known as *********) to activate the loan. These documents include a comprehensive loan application outlining financing details, including rate change information. You might recall having gone through these confirmatory steps; therefore, we are confident that the process results in enforceable agreements, which are free of misrepresentation.

  Attached to this letter is the physically signed invoice and loan application that aligns with your ID, as well as the electronically signed copy of your contract. Your loan agreement allows ****** ***** ********* in clause six (6) to place a notice of security interest in your home. 

  Thank you for your patience and
  understanding. Please do not hesitate to reach out if you have any further
  concerns or questions at ***************@*******************.com
  

  Regard,

  Provincial Smart Home Services

• Initial Complaint

  Date:11/07/2024

  Type:Product 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.

  Purchased water softener purchased 3 years ago. Now on third leak and after calling for more than 2 months for a technician i still cannot talk to anyone.

  Business Response

  Date: 24/07/2024

  Hello ******,
  
  Thank you for bringing your recent concern to our attention. We apologize for any inconvenience caused and want to assure you that we are committed to addressing and resolving the issues you have raised in a collaborative manner.
  
  Upon reviewing your account, we noticed that our service technician visited your home yesterday, July 23rd, to fix the leak. According to his notes, he was unable to complete the request as a unit replacement was required. He is scheduled to be at your home today for the replacement.
  
  We apologize for any inconvenience caused by the delay and sincerely appreciate your patience.
  
  Regards,
  Provincial Smart Home Services

• Initial Complaint

  Date:07/04/2024

  Type:Order 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 would like to file a complaint against
  
  1.Provincial Smart Home Services, ***** ********* *** ********** ** *** *** had a contractual agreement to refund a rebate
  
  2.******* (phone no.###-###-####) who presented as an Energy auditor and demanded a cheque for $735.00. He mentioned that he is representing "********* *** *********** ***" and he was instructed by the Provincial Smart Home Services to complete the audit.
  The Provincial Smart home services had promised a rebate after installation of the equipment and an inspection by an energy auditor.
  **** came to my home ***** **** *** *** on May 19th 2023 and completed the inspection.He wanted the cheque to be written in the name of "********* *** *********** ***". He demanded a cheque for $ 735.00 and mentioned that this will be added to the rebate amount that I will be receiving.He stated that unless I give him a cheque for $735.00 my rebate papers will not be processed.
  It is almost a year since the inspection took place and hither to no further information about the rebate amount that I am due to receive.My efforts in contacting the Provincial Smart Home Services and **** have failed. **** does not answer about the status of the rebate filed and he cuts off the phone calls. * **** **** *** ********** ***** **** ******** *** ***** ******** **** *** ********** *** ******** *** ******** **** when he visited my home refused to provide any bonafide proof of identification or a contact address for him. But he stated that he was representing on behalf of the Provincial Smart Home Services.

  Business Response

  Date: 09/04/2024

  Hello,
  

  I am pleased to inform you that we have conducted a thorough review of this case with the customer and have taken all the necessary steps required to address the concern. The rebate process has been explained in detail and the customer confirmed he understands it now. 

  Thank you for bringing this matter to our attention, and we really appreciate the customer's patience and cooperation throughout the process. 

  ****** *** *********** 

  Regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I want the Provincial Smart Home Services to send a written confirmation with a copy to BBB stating the total of refund ($735+ rebate)and the date of expected refund. This is what I wanted at the end of my conversation with their representative when they tried to explain the process. There was no favourable answers to the reason for not responding to my previous communications with them.

  * ****** ***** * ******** *** *** ********** ******** ** ********** *** *********** *********** * ******** *** **** **** * *** *** **** *** ** ** ******** Once I have a written confirmation I will be able to close the file.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 29/04/2024

  Hello,
  
  I am writing to inform you that we have reiterated the rebate process to the customer. Our company assists customers in receiving rebates by installing eligible equipment and facilitating the post-installation audit which is done by independent auditors. It is important to note that the rebate is a government program, and as such, we do not have control over the timeline. Nonetheless, the post-installation audit has been completed for the customer and we remain committed to ensuring that the process is followed through. 
  
  ****** **** ******** the follow-up confirmation email that was sent to the customer after a phone conversation earlier today.
  
  Thank you for your attention to this matter.

  Best Regards,

  Provincial Smart Home Services

  
  

  Customer Answer

  Date: 10/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response ********
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/04/2024

  Type:Order 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.

  I signed an agreement with Provincial Smart Home Services on July 24, 2024 with a smart pump hot water tank. I was led to believe my previous contract with ******** would be bought out right away. After many months of calls and email and exchanging of information, I am still paying both companies for their water tank. Smart home comes up with new things that I have not given them to complete the process. I was promised that a $1350 government rebate will be coming, but that has not happened, they say they are behind on making audit of my home, which was not mentioned when I signed that there would be a future audit. I was also told that this appliance contract would transfer to the new owners if I sold my home. **** ** *** ***** You own the appliance. I was also not told that the cost would double after 1 year.

  Business Response

  Date: 15/04/2024

  Hello ***** ******,

  Thank you for your valuable time spent discussing the
  matter of your rebate and buyout with us. As previously
  indicated, we will schedule an appointment once the post- installation
  audit resumes.
  

  Regarding the buyout, we would like to remind you that the
  payment can only be processed once we receive the buyout bill from you. This is
  in accordance with our company policy. Once the bill is received, we will
  initiate the payment process as agreed upon.
  

  We understand that the delay in processing the buyout
  payment may have caused inconvenience to you and we apologize for the same. We
  appreciate your patience and cooperation while we review your case.
  

  We eagerly await your buyout bill and will keep you updated
  on the status of your payment once. Please do not hesitate to contact us if you
  have any further questions or concerns.
  

  Best regards,
  Provincial
  Smart Home Services

  Customer Answer

  Date: 20/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After communicating with Provincial Home for several months, monthly August through March, and providing all the bills and details that they requred, only then in March I was told about a buy out bill. I have now given Provincial Home the buy out bill *** **** *** ****** ** ********* ***** **** **** **** **** they promised in August 2023, to buy out my previous water heater contract and reimburse me for paying the rental on the prievous water heater all of these months.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/05/2024

  Dear ***** ******,
  
  We are pleased to inform you that we have received your buyout bill on April 13th, 2024, and have already processed it for payment.
  
  As per our standard procedure, buyout bills/invoices are processed within 90 days after the complete bill is received. We received your complete bill on April 13th, 2024, and the payment was scheduled to be made in July. However as discussed with you, we understand the importance of your request and have expedited the payment process to 30-45 days as a gesture of goodwill.
  We will send the proof of payment to your email as soon as the payment is made. We have also completed payment for your rental reimbursement on a priority basis ****** ** ******* ********** ** *********
  
  We sincerely apologize for any inconvenience caused and appreciate your patience while we reviewed the case.
  
  Please don't hesitate to contact us at ***************@*******************.com if you have any further queries.
  
  Regards,
  Provincial Smart Home Services
  
  

  Customer Answer

  Date: 16/05/2024

  
  
  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, if the finances actually do arrive.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:19/03/2024

  Type:Order 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.

  Provincial smart home services came in offering us a government rebate with the install of a tankless water heater, heat pump system, and to reinsulate our attic and repair any attic damages in mid December 2023.
  
  They proceeded to do the install and promised a ******** bill buyout and our rebate within the following month. They only insulated half of our attic, didn't repair any previous damage as promised (moore vents & previous insulation issues). They have still not bought us out from ******** so my account is now overdue and is affecting my credit score. They are insisting they have not received the bill when I have a confirmed receipt of the bill email sent to them from Feb 16, 2024. They have also left holes in our basement ceiling that they have promised to patch, ******* ** ****** ** *** **** *** ******* ** ******** ********** When calling, I cannot get any answers and my calls are either passed around or I am told they are missing information, which has been previously sent over or was never mentioned to us before. I have sent numerous tickets through their self-service app that are closed or ignored.
  
  We have now been told as of today 03/19/2024 that it will take 90 days for our ******** buyout and that the rebate will be another 8 months; information that does not match the promise we were made when signing an agreement for the rebate. We have overpaid ******** an estimated $300 due to their miscommunication on the buyout. Our attic is still not fixed, and half is still not insulated. My basement ceiling is still full of holes.
  
  Originally when getting the work was done, our gas fireplace would not turn on after and one of the employees etransferred me money to have someone come fix it ******* *** ******* ******* ** **** ** **** **** ** *** I had his direct contact and he admitted to the mistake.

  Business Response

  Date: 25/03/2024

  Hi *********, 

  We apologize for the delay we are working on your file and will be reaching out to you shortly to confirm the appointment for the drywall, ******** bill reimbursement and other services calls.

  Thank you 

  Customer Answer

  Date: 01/04/2024

  
  
  

  I had been back and forward with a retention specialist last week who promised reimbursement by Friday (as I had ******** *********** collections and my credit already effected by late payment so I paid them). I never received payment and was told they were working the holiday and assured I would have it by Friday morning.

  
  

  They sent out a specialist to patch my basement ceiling on Sunday and he is supposed to follow up with a time he will come sand the patches down.

  
  

  I had sent them *** ******** email ***** with pictures of the attic they insulated that is now appearing to be growing mold and that had been insulated over wiring, wood pieces, and who knows what else. At this point, I would like reimbursement on this ******* job so I can hire someone on my own to come in and fix the mess **** ******* in the upper attic. There was discussion if I get someone to inspect and they hire externally to fix it, Provincial Smart Home would work out a payment plan with us for the service but I will not be doing this as they have proved unreliable in the insulation job and would feel safer making my own payment plan with an external company that I choose.

  
  

  I am unable to reach the second attic above our kitchen that was never insulated (which I have been told they will not do without a photo). I would like reimbursement on this as well as they have not done this and I will be seeking out an external party to do so if we choose but do not feel it is fair I paid for this service to never get it completed.

  
  

  When I sent in the ******** email, a ticket was created with them and then five minutes later, I received an email saying it had been canceled. 

  
  

  * ** ****** ********** **** **** ******* ** **** ***** *** ** ** **** *** **** ***** ******** **** *** ****** *** *** ******** I am not happy with the resolutions they are providing. * ****** *** **** ** **** * *** ********* ** ***** ** **** **** ****** ** ** ********** ** ********** *****

   

  I have submitted a ticket because my attic is growing mold due to the insulation put in *** * **** * ********** ******* *** *** **** **** **** ******* ** ***** *** but this ticket was also closed. This needs to be remedied immediately as it is now effecting our air quality in the house and our health. The ticket was also immediately canceled.

  Business Response

  Date: 11/04/2024

  Hello,
  

  I am pleased to inform you that
  we have conducted a thorough review of this case with the customer and have
  taken all the necessary steps required to address the outstanding issues. We
  have made the required refund in accordance with our standard procedure.
  

  Although our company does not provide mold remediation services,
  we are currently working with the customer to schedule an appointment with a
  local contractor to ensure prompt resolution of the issue.
  

  As per our standard operating procedure, we cancel duplicate email
  cases and only work on the main/parent case, thus the canceled cases pointed
  out by the customer.
  

  We sincerely apologize for any inconvenience caused by these issues
  and appreciate the patience and cooperation of the customer so far.
  

  Thank you for your attention to
  this matter.

  Regards,

  Provincial Smart Home Services

• Initial Complaint

  Date:18/03/2024

  Type:Order 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.

  This was a service offered by Provincial Smart Home Services (PSHS), Trough his representative Mr. Tushar S*****. He gave to me ********** information about saving money in hydro bills and a 20 years payment plan with no interest. He was clear to tell me it was not a buy, but at the end of the day, received an "approved loan" with a very high interest rate * *** *** ******. I was not looking to buy anything and I let Mr. S***** and PSHS that I was not going to take it. PSHS opened a case to cancel, but they are not back to me and the bank started taking money from my account.
  **** **** *** * ****** ** ********** ************ Please see all documents that are self explanatory. * ********** ****** ***** **** ********* **** **** ****** ********** *********** ******* There won't be savings and I would end paying more than double I was paying before the installation. *** ****** *** *** ******* ** *** ***** ** ***** ** ** * ******** ** ********* ** ** ******** Please red the cancellation letter and other documents. I am able to froward emails payment plan by ********* and communications. * ********** **** **** ** ********** ** *** ** ****** ************ ******

  Business Response

  Date: 25/03/2024

  Hi, 

  We sincerely apologize for the miscommunication, we are currently working on your file please provide us 48 hours and our retention team will be reaching out to you to discuss the further steps in order to resolve the issues. 

   

  Thankyou

  Customer Answer

  Date: 25/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I think the problem was not miscommunication, ** *** ** ******* ********** *********** ** *** ** ** * **** * *** *** ***** However I will wat the 48 hours the business is asking for.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/04/2024

  Hello *****,

  I hope this message finds you well.

  I'm writing to inform you that we have reviewed your request to cancel the full contract with Provincial Smart Home Services, and we have taken action accordingly. We have removed all equipment that was previously installed in your house and reinstalled your air conditioner as per your instructions.

  We apologize for any inconvenience this may have caused you. We value you as our customer and we sincerely hope that you will consider giving us another chance in the future. If you have any further queries or concerns, please don't hesitate to reach out to us at ***************@*******************.com.
  

  Thank you for your time and understanding.
  

  Best regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 15/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thanks for removing the equipment and install de A.C. Back, I am just waiting for ********* an official Notice of loan cancellation.

  On April 10th PSHS (Customer Service) wrote to my email:
  

  "Good day,
  The loan has been canceled on our end and ******* ** has gooten the money back. Please wait 10-14 business days to  reflect
  
  **********************************
  

  So, I am waiting for this to reflect in my banking account to close this case on my side,
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 26/04/2024

  Hello,
  
  We are pleased to inform you that we have successfully cancelled the loan and completed the removal/reinstallation process. As a result, we consider the complaint to be resolved on our end.
  
  Please find ******** * confirmation email from ********* to us confirming the loan cancellation.
  
  We appreciate your patience and understanding throughout the process. Thank you for your understanding.
  
  Best regards,
  
  Provincial Smart Home Services

• Initial Complaint

  Date:11/03/2024

  Type:Order 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.

  Provincial smart home services has installed heat pump and water heater on 29 January 2024 so on 30 th January 2024 we requested to cancel contract through email and sent three more emails but they have never called us back or taken any firm action.it has been more than one month but no reply from their side.it is written in their contract that you can cancel contract within ten days with no reason.they are not listening to our complain.** *** ***** *** ***********they took one instalment from us then we stopped payment from bank.** **** *** ** **** ** ** ***** **** ********** **** **** ******* *** *******.we want our original equipment back as usual.we are still paying for old equipment.

  Business Response

  Date: 25/03/2024

  Hi ********, 

  We apologize for the inconvenience this has been causing you. We believe you are currently speaking with our representative Saveena (to resolve the issues) 

  We will have her reach out to you shortly. 

   

  Thank you

  Customer Answer

  Date: 26/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I don’t want to pay anything or not interested to buy out equipments I am within my boundary of canceling in 10 days .I want my original equipments back as normal and request to remove their.I am ready to pay for ***** **** what market price is.they have charged 9000$ just for water heater.the average value of water heater is 1000$ and they charged 15000$ for heat pump **** **** ******.they made 40000$ bills .** ** ** ** ********** ** ***** ***** ** ***** ******* ** **** *
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 11/04/2024

  Hello,
  

  I am pleased to inform you that we have thoroughly reviewed this
  matter with the customer and have taken all necessary actions to resolve the
  ongoing issues amicably.
  

  We have agreed to remove any previously installed equipment in the
  customer's home, as well as made provisions with the customer for the attic and
  reinstallation of their equipment per our standard procedures for dealing
  with such situations.
  

  We apologize for any inconvenience that this has brought to
  the customer. We appreciate them and genuinely hope that they will consider
  giving us another opportunity in the future.
  

  We encourage the customer to contact us at ***************@*******************.com for any further clarification.
  

  Thank you for your time and understanding.
  

  Best regards,
  

  Provincial
  Smart Home Services

• Initial Complaint

  Date:04/03/2024

  Type:Order 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 September 13, 2023, an agent (name: Bedar B*****) from Provincial Smart Home Services knocked on my door telling me there were government rebates available to have my furnace replaced. I did not contact this company beforehand or solicit them to come to my house. He told me that these rebates would not be available for much longer, but if I acted now I could get my furnace replaced and not have to pay anything given the rebates.
  
  I ended up purchasing a new heat pump and hot water tank from him. I signed an invoice saying I would be billed ˜$50 every two weeks, but when I received my rebate I could use that to pay it off.
  
  **** ***** *** * ******* **** * *** ****** *** *********** The total amount of this contract is over $26,000, and it is a 20 year agreement (with 13% interest). These products have an average retail price of approx $10,000 - not the $26,000 I was charged.
  
  * *** *** ******* **** ** *** ******* ** ******* ** **** ******** **** **** *************  I did not receive any mandatory disclosure statements in the invoice that I signed. I was promised energy rebates, but only later learned that in order to be eligible, a pre-inspection evaluation is required. I did not have a pre-inspection, as they installed the products the day after this agent appeared at my door.
  
  I would like this contract cancelled ** ** *** ********* ********* *** * *** *** ******** ** ** ******* ** ** ******** ***** *** ******** ********** ****  
  
  I have attempted to contact Provincial Smart Home Services multiple times. they simply tell me someone will call me back. I have filed a formal complaint letter to them, but it has been 4 weeks without any reply.
  
  **** ******** * **** ** ** ********* ******* *** ******* **** *** ***** *** ** ***** ** * ** ** ***** *** **** * ***** ****** * ***** **** *** ************** ** ** ** ** *** ****** ****** ******* ******************** ****** ************* ***** ****  ***** *****

  Business Response

  Date: 11/03/2024

  HI *****, 

  Good afternoon, I hope this message finds you well. We do not offer door to door sales. For our sales representative to come to one's house it should be a scheduled appointment,

  We will be looking over the file and should be able to contact you shortly. 

  Thank you'

   

  Regards

  Retention Team 

  Customer Answer

  Date: 22/03/2024

  In reading the reply from the business, we are not satisfied with their reply and would ask that this case is not closed.  My mother unequivocally never contacted Provincial Smart Home Services to come to her house for this sale. ***** ****** ** ****** My understanding is that all companies must maintain records of any customer contacts requesting them to come to their house.

   

  In terms of next steps, can you request that the company provide documentation of the contact my mother made to them? As I said, she never contacted them (she’d just had a new furnace installed two years previously by a different company).  Their note also indicates that they would be contacting her shortly, but she has not been contacted by them. 

   

  Please let me know.  ***** * ********* *** *** ******** ******* *** *** ** *** **** **** ***** ** **** *******  ***** ****

   

  ****** ***** (on behalf of ***** *****)

   

  Cell: ###-###-####

  Business Response

  Date: 25/03/2024

  Hello, 

   

  We will have our team send all the documents in regards to the appointment to you in the email. The customer also signed a CPA form with us which can be provided as well. 

  Thank you 

   

  Customer Answer

  Date: 26/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I never contacted Provincial Smart Home Services to request an appointment in the first place. I've contacted them previously (via phone, as well as a formal email complaint) and they've never replied at all to any outreach. There is no documentation of my booking an appointment with them, because I never contacted them in the first place.   

  According to their response to you, they will provide documentation...but none exists other than the invoice their sales agent had me sign on September 13th ****** * ******** ** ** ******** **********. They also indicate I signed something titled CPA, but I'm not clear what this is. I was never provided the mandatory disclosure statement ***** *** ******** ********** *** ****** ** ******** *** *** **** ** ********** ***** ** ********  

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

  Business Response

  Date: 05/04/2024

  Hello,
  
  As per our conversation with ****** today, I would like to
  clarify that our organization does not conduct door-to-door sales. We generate
  leads through various advertising channels such as social media platforms. In
  this case, the customer signed up through one of these platforms.
  
  Upon reviewing the account, I found that there was a valid
  and signed Consumer Protection Form that confirms the visit was not
  unsolicited. The form also clearly states the customer's rights under the
  Consumer Protection Act of 2002, Ontario.
  
  We take additional steps to ensure that our customers are
  aware of the terms and conditions of the agreement. These steps include
  conducting telephone verification calls to obtain verbal confirmation of the
  information provided. The customer might recall having gone through these
  confirmatory steps. Therefore, we are confident that the process results in
  enforceable agreements, and we intend to honor our obligation to provide any
  necessary service to the customer.
  
  Since the installation of the equipment, the customer has continued to enjoy full-service protection, warranty, and 24/7 support. She has
  availed of services such as duct cleaning, Smart thermostat repair 2 times, and
  water heater repair, which goes to shows that she is fully aware of the
  agreement she signed up for and the benefits associated with it.
  
  We are still in contact with ******, and we will strive to
  ensure an amicable resolution is reached.
  
  Thank you.
  
  Regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 21/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the statements contained in this response are not accurate. The company has told different stories about how I supposedly signed up for an appointment. I was first told that I signed up via a phone call, which they had a record of. I asked twice to receive this call record and was told it would be forwarded, but never received it. I was then told I signed up via ******** and asked for proof, but never received it. most recently I was told I signed up via *********, which I don't even use. I also never signed the mandatory disclosure statement they have claimed that I did. I was never shown this form nor did I sign it.  

  It is also ********** to state that I'm utilizing the warranty services - I had to call multiple simply to have the old hot water tank removed (which they left in my garage for months). 

  After having *** **** out to my house to interview me regarding my experience, we were contacted by the owner of PSHS, who indicated that this process had been poorly managed by the company, and that he would be cancelling my loan with ********* and refunding all payments made to date. I have received a refund for payments made to date, and a letter indicating that the loan will be cancelled, but the loan itself still appears to be active on the ********* site as of April 21st, with my next payment due on April 24th.  

  Until the loan shows that it has been cancelled and there is a zero balance in the ********* site, I will not be satisfied. 

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

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

  Business Response

  Date: 29/04/2024

  Hello,
  
  We are pleased to inform you that we have successfully cancelled the loan on our end as well as *********. As a result, we consider the complaint to be resolved on our end. Our initial response was sent prior to the cancellation. 
  
  The customer has already ******** a confirmation email from both parties confirming the loan cancellation. Hence we are closing this case on our end. 
  
  We appreciate your patience and understanding throughout the process. Thank you for your understanding.
  
  Best regards,

  Provincial Smart Home Services

• Initial Complaint

  Date:05/02/2024

  Type:Order 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 am writing to file a formal complaint against Provincial Smart Homes (“PSH”) regarding their ********* claims of providing an ******** rebate of $2,000. Not installing my water heater safely and failing to follow through with our contract.
  I entered into a contract with them for installation of a water heater, service, insulation, where they promised the mentioned rebate, but it has yet to be fulfilled. In fact after 10 months ******** states PSH never even opened a file.
  
  PSH installed a water heater which is connected with Natural Gas. Shortly after installation of the heater, I started experiencing difficulties with my gas appliances. I kept looking to repair the appliances paying service fees and eventually after repeated attempts to fix the appliances, was told that it was a gas supply issue. This resulted in an emergency attendance by ******** who tagged my gas meter.
  
  Before installing the water heater PSH should have ensured the gas lines were the correct size and had an adequate supply of gas from the meter. The gas supply line required upsizing before installing the water heater as I already had different gas appliances in my home, *** ******** ********** **** ******* *** *** ****** ***** *** ******** **** **** ** **** 
  PSH must ATTEND to bring their work into good standing. Despite several messages they have failed to have a technician come to fix the problem. ******** will shut off my gas if it is not resolved within 45 days and time is running out.
  
  Furthermore, PSH failed to honour the agreement regarding the return of my rental water heater from ********, along with associated fees. Despite their promises, I have been informed by ******** that the account has gone to a collection agency, who are calling *** *********** ** *** **.
  
  ***** ********** ****** *** *********** ******** **** ****** *********** ************** * ******* *** ****** ******** ******** ************ ** *********** **** ****** ********** *** **** *********** ********

  Business Response

  Date: 28/02/2024

  Hi, 

  I hope this email finds you well. Thank you for reaching out and bringing your concerns to our attention. Your feedback is crucial to us, and we want to assure you that we are actively looking into your file to address and resolve the issues you've raised.

  
  Rest assured, our team is committed to providing a swift and effective resolution. You can expect someone from our service team to reach out to you shortly to discuss the WH installation details and ensure that everything is resolved to your satisfaction. We are also working on your rebates and billing concerns
  We appreciate your patience and understanding as we work to rectify the situation. 

  
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly. 

  Regards,

  Retention Team 

   

  Customer Answer

  Date: 04/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  They sent an Auditor to my home on February 24 to resolve the rebate issue. They told me an auditor was coming named Christian. Instead, Joseph showed up at my home (no business card) and stated he was a manager with Provincial Smart Homes and did not know why he was sent. He could not audit the home and had no idea of any of the concerns or issues. He took time time to take pictures of all the problems and said he would get back to me but that was the last I heard of him. 
  * ******** **** *** ***** ****** ***** *** ********** *** ***** ** ** ********** ** ******** *** * ******* They owe me $2,000.00 in promised rebates and there is no one who can provide an explanation as to where my Audit file is.
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 05/04/2024

  Dear ******** *******,

  I am writing to remind you that your satisfaction is of the utmost importance to us. In the event that you encounter any issues or have concerns regarding the services you are receiving, please do not hesitate to get in touch with us.
  

  
  I would like to express my gratitude to you for confirming that the door camera is currently working fine. As we previously discussed, if you require any future service for it, simply contact us by calling our customer support line or requesting service through our customer portal, Pronto, and we will dispatch a technician to resolve the issue.
  

  
  I would also like to confirm that, as discussed with the dispatcher, the drywall repair has been scheduled with you for April 8, 2024, from 11:00 a.m. to 2:00 p.m. Regarding the rebate, as explained and agreed with our specialist, we will schedule an inspection once we receive an update from the auditor.

  
  We have a dedicated support team here to ensure that any problems you may encounter are promptly addressed and resolved to your satisfaction. Whether it is a technical glitch, a misunderstanding, or any other issue that may affect your experience with our services, we are committed to finding a solution that meets your needs.
  

  
  Please feel free to contact us at any time by calling our customer support line at ###-###-#### or emailing us at ***************@*******************.com. Our team will be more than happy to assist you in any way we can.
  

  
  Thank you for your continued support.

  Regards

  Provincial Smart Home Services

  
  

  Customer Answer

  Date: 23/04/2024

  I appreciate you advising that my satisfaction is of utmost importance to Provincial Smart Homes however it has been incredibly difficult to obtain customer service and reliable workmanship.

  
  

  Your drywall contractor did attend at my home to patch up the drywall in the garage. He didn’t bring the proper scaffolding ladders to reach the ceiling and unfortunately used my garage door to support his materials which resulted in plaster and damage to my garage doors.  ** ***** **** **** ***** ** ***** *** ****** **** *** *** *** ** ** * ******* ********* ******* *** ***** *** *** ** **********

  
  

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

  The contractor you sent was not able to address the insulation taping and sealing as he said this must be done by the insulation company.

  
  

  There has been absolutely no activity on the audit or matter of the $2,000.00 rebate to me. ******** maintains that Provincial Smart Homes failed to file the initial audit report which opens the file and shows the work legitimately needs to be addressed.

  
  

  I cannot get my rebate as promised until that paperwork is located by your offices.

  
  

  It is now 13 months overdue.

  
  

  * ***** **** ** ***** *** *** ******* ** *** ** ******* **** ****** ** ** ** *********** *** **** ********* ** *** *** *********** **** **** ********** ***** ****** I cannot accept that after 13 months they are still waiting for the auditors response and yet have no paper trail of the initial audit at my home. 

  
  

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

  
  

  Business Response

  Date: 10/05/2024

  Hello,
  
  Thank
  you for taking the time to speak with our representative Saveena few days ago
  regarding your rebate.
  
  As discussed, our company assists customers in receiving rebates by
  installing eligible equipment and facilitating the post-installation audit
  which is done by independent auditors. However, it is important to note that
  the rebate is a government program, and as such, we do not have control over
  the timeline. Having said that, as previously agreed, we have forwarded your
  name to the auditor again and will schedule an appointment once the audit
  inspection resumes.
  
  Be rest assured that we will honor our rebate
  commitment to you.
  
  Regards,
  

  Provincial Smart Home Services

• Initial Complaint

  Date:01/02/2024

  Type:Order 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.

  Purchased heat pump told 48 bi weekly for 20 years but state warranty is for 20 but says only 10 years it’s been 3 days and they stated they would do everything regarding cancellation which they haven’t. I have to call to cancel at ******** changed original amount of rebate from 2700 to 200 then 700 but received nothing. The loan they made me sign states only 0% for first 12 when they told me for whole term 0 % also stated I cancel within 10 days no penalty but takes 14 days to receive rebate and no one is returning messages so far. This paperwork was signed day before install. They changed amount to 25000 from 35000 and changed bill credit from 2700 total to 200 then 700 due to of how long it took and the time they started which was 2 hours late. On window I was given and 3 hours longer than I was told . * **** *** **** *** **** ** ** ***** *** states I can cancel within 10 days

  Business Response

  Date: 28/02/2024

  Hello ***** ,

   

  Our retention department will touch base with you within 24 hours . 

   

  Thank you ,

  shae

  Customer Answer

  Date: 04/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  They have yet to contact me. I called them and they still have not completed cancellation and or stop payments from financeit. Still waiting.  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 27/03/2024

   

  Hello *****,
  
  Thank you for taking the time to speak with me earlier regarding the closure of your account and the removal of the equipment. I am reaching out to confirm that your account has been closed, and all equipment has been removed as discussed.
  I appreciate your confirmation that all outstanding concerns have been taken care of. 
  We apologize for any inconvenience you may have experienced. Thank you for your patience and understanding while we worked to resolve this issue.
  
  Regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 06/04/2024

  
  
  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. Just note that cancellation and money loan returned took 60 days almost 
  
  
  
  Sincerely,
  
  
  
  ***** ****