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:31/01/2024

  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.

  On the 23 March 2023, a man named Mario R. representing Provincial Smart Home, attended my residence to provide information on upgrading my HVAC system, a new furnace, a tankless water heater/boiler, a **** filter, added insulation in my attic. Those were subsequently installed to my satisfaction. There were several bonuses including bill credits and a rebate. The rebate is written into the contract for $3250.00. The credits have not been applied, the bonuses were installed, but the rebate has never been paid.
  
  I have been in touch with the Etobicoke office more than twenty times. Each time the representative has told me the rebate ($3250.00) has been approved and will be deposited into my account within the next end of month, end of week etc but it has never been deposited. Several time when I have requested to speak to Customer Relations, I ave been put on hold but no one ever picks up. After a lengthy wait I have hung up ** *********** only to call again and get the same run around.
  
  I have spoken to Mario R, he promised me a call back but I have never heard from him again. * ***** **** ******* *** ******** *** ****** ***** **** * ***** ***** *** *** ******** ** ******* *** ***** ** *** The other incentives were word of mouth so I feel these are write offs.
  
  * ****** **** ***** ** **** ******* **** *** **** ************** *** ** ******** ***** *** ****** ****** *** **** ***** ** ****  
  
  I feel I’m getting the run around, I’ve never been able to speak to their Customer Relations in an attempt to resolve this issue. I want my promised rebate of $3250.00.
  
  We have dealt with the Etobicoke office throughout our transactions and have since paid out our initial loan. * **** **** ********* ********** *** *** **** ******** *** ** **** ***** ********* ***** *** ********* **** ** *******

  Business Response

  Date: 28/02/2024

  HI, 

  We sincerely apologize for the issues you've been facing. Please be assured that we are actively looking into the matter and are committed to resolving it collaboratively with you.
  Your patience and understanding are greatly appreciated as we work towards a satisfactory resolution. If there are specific details or additional information you would like to share, please feel free to do so.
  Thank you

   

  Regards,

  Retention Team 

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: by reading the response it still does not suggest my $3250.00 rebate will be honoured.  When the money is deposited into my account I will accept the resolution of my complaint.
  
  
  
  Sincerely,
  
  
  
  ***** ****** ****

  Business Response

  Date: 03/04/2024

  Good morning  *****,
  

  
  I hope this message finds you well.

  I attempted to communicate with you this morning to provide an update on your rebate payment, and was pleased to speak with your spouse.
  

  
  I am writing to inform you that we have processed the outstanding payment for your rebate as noted on your invoice, in accordance with our standard procedures.
  
  We apologize for any inconvenience caused by the delay, and we sincerely appreciate your patience while we reviewed your case.

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

  
  If you have any further inquiries, please don't hesitate to contact us at ###-###-#### or ***************@*******************.com.
  

  
  Best regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 13/04/2024

  
  
  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.
  

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

• Initial Complaint

  Date:31/01/2024

  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 Homes promised a $2000 rebate at time of sale, April 2022. I have been waiting for this money since Jan. 2023. I finally called them in mid-December and was told I would have the money within a week. I have called them once a week since then and have been told the same, except when I called on Jan. 29, when I was told that I would have to wait another 30 days to receive my refund. This is UN-acceptable..

  Business Response

  Date: 28/02/2024

  Hi, 

  We want to express our gratitude for bringing the recent challenges to our attention. We sincerely apologize for any inconveniences caused and want to assure you that we are actively investigating the matter to address and resolve it collaboratively with you.
  Your patience and understanding are highly valued as we strive for a swift and satisfactory resolution.

   

  Regards,

  Retention Team

• Initial Complaint

  Date:29/01/2024

  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 needed a hot water tank and provincial smart home was offering a free energy assessment with rebates for qualified customers. We qualified. Got the hot water tank along with a heat pump and attic insulation. They then damaged our furnace that was existing and wouldn’t answer once complaint was filled.
  Did not receive any rebates.
  They sent an invoice of 20,500$ to collections. That damaged my credit
  Now we are left with a broken furnace and a massive debt way more then these products are worth. ******* is the collection company

  Business Response

  Date: 28/02/2024

  Hi ****, 

  We apologize for the trouble caused. Please contact the collections company to resolve the issues. If there are any specific details or additional information you would like to share, please feel free to do so.
  Once again, thank you for your communication, and we are committed to resolving this issue promptly.

   

  Regards,

  Retention team

• Initial Complaint

  Date:29/01/2024

  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 had work done at my home by Provincial Smart Home Services. They advertise a rebate. With approx $15000 of work done, my rebate amount was $2150. They keep telling me the rebate is ready to pay out but it never comes.

  Business Response

  Date: 28/02/2024

  Hello, 

  Thank you for bringing the recent issues to our attention. We sincerely apologize for any troubles caused, and please be assured that we are actively looking into the matter to resolve it with you.

  
  Your understanding and patience are greatly appreciated as we work towards a swift and satisfactory resolution. If there are any specific details or additional information you would like to share, please feel free to do so.
  Once again, thank you for your communication, and we are committed to resolving this issue promptly. 

  Regards,

  Retention Team

• Initial Complaint

  Date:26/01/2024

  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.

  We signed up for Smart Home Services and it all got installed great! They were supposed to contact **** ******** to cancel our water heater & pay it off. They didn't do that and we got charged for January. (Ontop of that it's been in our driveway for almost 2 months)
  
  We have tried calling multiple times and have been told that they will call us back. We have not heard *** * ** ** ******** I don't want to keep being charged for this and I can't get a hold of anyone

  Business Response

  Date: 28/02/2024

  HI, 

  We understand the ongoing concern regarding the water heater with ********. We are working on your file and will be contacting you with the final details of the reimbursement. 

   

  Thankyou

   

  Regards,

  Retention team

  Customer Answer

  Date: 28/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response until it has been paid back. I'll keep an eye on my email for more information.  We need the reimbursement  (sent you a month ago) & how we get our $8000+ grant you promised us.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 11/03/2024

  Hi ***** and ******,

  Good afternoon, I hope this message finds you well. As per our records the audit has been completed on 01/22/2024 and as per ******** timeline to get the rebates cheque it takes 6-8 months.

  Also, please send us your void cheque to our *******@*******************.com and we will process your buyout reimbursement. 

  Thank you

   

  Regards

  Retention Team

  Customer Answer

  Date: 22/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have sent those papers to you to be refunded Friday end of last week. I don't have the money in the account and it said 3-5 business days. Once that is in the account we will be good. I appreciate the information on the 6-8 months for the rebate.  How will we be receiving that money, just so I know how to look for it? 

   

  thanks for your help
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 03/04/2024

  Hello,
  

  I am pleased to inform you that we have conducted a thorough
  review of this case with the customer and made the required outstanding refund in line with our procedure.
  

  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: 13/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we don't have the money yet. The second it comes through I will accept and close this case. Appreciate the help!

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

  Business Response

  Date: 26/04/2024

  Hello,
  
  We made the required outstanding refund in line with our procedure. All attempt to reach out to the customer for confirmation has failed as they are not responding to our calls or returning them. 
  
  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: 01/05/2024

  
  
  Better Business Bureau:
  
  
  
  I got the payment right after my last reply but couldn't figure out how to contact BBB. Despite them not trying to call me it has been resolved.

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

• Initial Complaint

  Date:26/01/2024

  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.

  We have submitted the paperwork for a buy out with our previous HVAC provider. As stated in our agreement with provincial smart home services they have to process this and complete the buy out. We have attempted multiple times to contact the company with no response. We are looking to be contacted and to have this buy out complete immediately.

  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. Rest assured, our team is committed to providing a swift and effective resolution. You can expect someone from our team to reach out to you shortly to discuss the details and ensure that everything is resolved to your satisfaction.
  We appreciate your patience and understanding as we work to rectify the situation.
  
  Thank you for reaching out. We've noted your concerns, and we want to assure you that we are actively looking into your Buyout issue. Rest assured, we are addressing it urgently and will have it taken care of. Someone from our team will contact you shortly for further details.

  Regards,

  Provincial Retention team 

• Initial Complaint

  Date:25/01/2024

  Type:Service or Repair 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 up for the winter's program with Provincial Smart Home Services on June 12, 2023 which is the energy efficiency. I've installed the heat pump, hepa air filter, furnace, tankless water, duct cleaning & total home protection plan for the amount of $21,000 to be finance for 21 years. I paid $65 biweekly with the finance company known as ***** ***. I was told by the representative name Zack that I will get a rebate of $5,000 from the government once all my equipment was installed which will be 3 months from the installation date. I've called Provincial Smart Home Services many many times to get an answer why hasn't the Rebate not happening since it has been months. I've emailed the Manager by the name of Khadija no respond. When I call they would hang up on me or keep on promising it will happen soon & until now I haven't been able to have answers. * ***** **** ******* ** ******** ** *** ** ****** My biweekly payments are reauthorization through my bank. I don't think it's fair that I have to keep up with my payment & not getting my rebate. Now I need to know if I'm able to break the contract ***** **** ******* ** * ******** *** **** *** *** ***** **** ******* Please help me to resolve this as soon as possible ***** * ***** **** ***** ** **** ** **** ******* ***** *** ** ***** Please help me. Thank you. Looking forward to hear from you.

  Business Response

  Date: 28/02/2024

  Hello, 

  We sincerely appreciate you bringing the recent challenges to our attention. We extend our apologies for any inconveniences caused and want to assure you that we are actively investigating the matter. We are committed to addressing and resolving the issues, including looking into your rebate and billing concerns, collaboratively with you.
  Your patience and understanding are highly valued as we work towards a swift and satisfactory resolution. If there are specific details or additional information you would like to share, please feel free to do so.
  Once again, thank you for reaching out, and we are dedicated to resolving all issues promptly

  Thankyou

  Regards

  Retention Team

  Customer Answer

  Date: 05/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ***** ******** *** ****** They called me to arrange for a rebate Advisor to come to my home to assess for Wed, Feb 14 3024 but no one show up so they call me again to reschedule for Mon, Feb 19, 2024 & again no one show up & from that day on no one call me. I've attempted to call many many times to reschedule nobody pick up my phone & all I get was the answering machine & no one return my calls. They respond & they don't honored their words. If they don't resolve this matter shortly I will stop the payment. 
  
  
  
  Sincerely,
  
  
  
  *** ******** ******

  Business Response

  Date: 01/04/2024

  Dear *****,

  We am pleased to inform you that your audit inspection has been successfully completed in line with our process. We would like to thank you for your patience and cooperation during the course of this process. We understand the importance of this matter and have strived to ensure that all aspects of the audit have been thoroughly reviewed and addressed.
  

  
  Please let us know if you have any questions or concerns at ***************@*******************.com. We are always here to assist you in any way possible.
  

  
  Best regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 07/04/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** ******** ******

• Initial Complaint

  Date:24/01/2024

  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.

  Last April U stopped paying.And filed a non comlpiance on PSHS..After a yr the did not honor their contract ..Items installed were done so against code..I have attempted to deal with them but get standards responce Email..with new #s each time. They are leaving me to deal with ****** ****** .Now are *********** me with legal action .TY. Had paided all pymts till the non compliance .I have frequently asked PSHS to address this with ****** ******* & myself..They have not picked up their not to code items ...Regards

  Business Response

  Date: 12/04/2024

  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 as a resolution for all your concerns, and we have taken action accordingly. We have removed all equipment that was previously installed in your house and and cancelled  your contract 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: 13/04/2024

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

• Initial Complaint

  Date:15/01/2024

  Type:Service or Repair 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 purchased a Tankless Water Heater and a ********** Water Softener on March 27/23. I was charged $10,000 but promised a $1200.00 rebate. I also required an Inspector to come and document that the installation was done properly as we live in a condo and it is a requirement. I have spoken to numerous people over the past 9 months and it is always that my cheque will come in 2 weeks and an Inspector will call me when he is coming. ** *** ******* *** ***** I have put a stop payment on this at the bank but that is only for 3 months. I am happy with the product. I am extremely unhappy with their customer service.

  Business Response

  Date: 15/04/2024

  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 all the outstanding issues. The outstanding rebate was paid in February
  and all other issues have been addressed.
  

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

  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: 15/04/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/01/2024

  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.

  Date of Transaction: 4th September 2023
  Amount of money involved: $25, 149 as they made us sign a loan agreement with ********* company
  What the business committed to provide you: Heat Pump, Hybrid Water Heater, Attic Insulation and Smart Theromostat. And $8640.00 rebate from ******** ***.
  Dispute 1: The contract is null and void as the company misrepresented that they work with ******** and will apply for rebate on our behalf. We learnt that they did not make any application on our behalf, **** *** *** ********** ** ** ** ****** and for us to be eligible for the rebate the company should have arranged for a pre energy audit and a post energy audit, they did not do the pre-energy audit.
  Dispute 2: We explained to the company representative before signing the contract that we are putting our house for sale in a few days and asked whether this financial arrangement with the company is transferrable to the new owner. The representative answered yes to this question each time we asked him this question. We were later told that this financial contract is not transferable and we have to pay the whole amount at the time of sale of our house.
  Dispute 3: The financial justification for their offer which was $42 higher per month than our expense at that time would be met through savings in utility bills due to better energy efficiency. This justification was obviously untenable when accounting for the much higher (almost three times from $48.55 to $130 bi-weekly) payment amounts from years 2 to 20.
  
  Did the business try to resolve the problem: No. We send them a letter as per consumer protection Ontario’s advice but they refused to do anything.
  Account Number: No number assigned by Provincial Smart Home Services to the Sales Contract but there is a loan number with ********* (*******)
  When and where the advertisement was seen or heard: September 3rd 2023 on Facebook offering a free smart thermostat but no mention of HVAC.

  Business Response

  Date: 23/01/2024

  Hi, ***** 

  Dear Customer,
  We sincerely apologize for the frustration you've experienced and any inconvenience caused by our services. We understand the importance of addressing concerns promptly and providing clear communication. We will be reaching out to you shortly. 
  
  
  Sincerely

  Provincial smart home

  Customer Answer

  Date: 24/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution that they will contact me to attempt to resolve this situation will be satisfactory. If the subsequent conversation is not to my satisfaction, I will want to re-open this case. * **** ******** *** ******** ********* **** * *** **** ** *** ******** ** ******** **** *****
   
  
  Sincerely,
  
  
  
  ***** ***

  Customer Answer

  Date: 24/01/2024

  We have retained legal counsel. Please ask the business to contact her directly. 

  
  

  I have copied her on this email. 

  
  

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

  
  

  Thanks

  *****

  Business Response

  Date: 02/04/2024

   

  Hello *****,

  
  
  I am writing to inform you that we have forwarded your case to our Legal team. They will contact your Legal Counsel within 5-7 business days as per your request. We apologize for any inconvenience caused and want to assure you that we will review your case thoroughly and strive to resolve it amicably.

  Regards,

  Provincial Smart Home Services