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:12/01/2024

  Type:Product 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.

  March 2023 entered a contract with provincial smart homes for retrograde fittings for heat, water, insulation. Work started later in March and was completed with many extra calls to them for complaints that were considered and some reimbursements made. After that we had a warm summer and when the cold started here Jan 5, 2024 the heat pump quit. The alternate furnace was only blowing air no heat. We called and paid a private company to fix it. $400.00. It quit over nite of the 5th and was revisited with the problem pointed out to us. We had no instructions on the use of equipment installed and the thermostat was reading the existing heat coming from heat pump and would not let the furnace run. Tech fixed that. The next day a tech from provincial smart homes contracted ******* ******** came in to fix the heat pump. He was surprised and began to take pictures. Then he told us that the equipment was not installed correctly nor was it all up to code. He would file a report to Smart homes and would follow up with a return visit. I do not have a copy of that report. In the meantime, the Jan 5th company was told to let me know to send Provincial homes the invoice for 400.00. That done, no answers or reply from the company on my complaints. The heat pump installed in march april sat on the flower bed and sunk. My husband braced that up himself. ***** ****** the financing company has put a lien on our home for $30,000.00. What can we do to resolve this?

  Business Response

  Date: 22/01/2024

  Hi *******, 

  
  Thank you for your prompt response and for addressing the ongoing service issues. We appreciate your efforts to work towards a resolution.
  Regarding the reimbursement process, please provide the void cheque and direct deposit form information with us and we will get this paid out.  
  Additionally, if there are any specific details or documentation you require to expedite the resolution of the service issues with the installed equipment, please let me know, and I will ensure to provide the necessary information promptly.
  Your cooperation is highly valued, and I look forward to a swift resolution of these matters.
  

  Best Regards,

  Shweta

  Provincial smart home 

  Customer Answer

  Date: 22/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It has not been resolved as yet. I acknowledge that this is the first direct communication through the BBB. But I do not want to close the case until the problems are all solved. This is a home in Alberta that needs heating services. ******* **** *** *** ********** ****** ** ** *********** it is not prudent to say that the case is closed.

  Once every thing has been completed, I shall sign off and close the case. I trust that your above mentioned efforts will bring the installations in my home up to code and working correctly with all the security systems, thermostats, heat pumps, water heaters, electrical, gas fittings, humidifier connections, instruction manuals, attic insulation and water softener all inspected by licensed technicians. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 26/03/2024

  Hello *******,
  
  I want to express my gratitude for taking the time to speak with me today. I understand that we could have done better, and I sincerely appreciate your understanding and patience while we resolved the issues that arose.
  
  Please rest assured that we have taken into consideration the lessons learned from the recent issues we faced, as well as your valuable feedback, to improve our operations and serve you better in the future.
  
  Thank you once again, *******, for your time and patience while we resolved the issue.

  Best Regards,

  Provincial Smart Home Services.

   

  Customer Answer

  Date: 05/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution although satisfactory to the company was not to me.  The issues were looked after during a long period of time where I had to keep on calling and emailing them.

  Is there anyway to alert other people to the problems encountered?
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/01/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Braeden B. was the sales rep for provincial smart homes I dealt with. He told me I was to recieve duct work cleaning, a free gift of either security cameras or a water filtration system and rebates back for the attic insulation I had installed. I have recieved none of these things yet I have been billed like I recieved all the services promised. Each time I've tried to get ahold of provincial smart home, the either leave me on hold, pick up and hang up on me or tell me someone will call me back and they never do. 

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: January 5, 2023.
  
  $14,078 for High Efficiency Furnace, Tankless Water Heater, Attic Insulation, Air Seal and **** ***** Thermostat (including installation).
  
  At the time of sale, and in many communications since, the company promised to provide an ******** audit, which would result in a rebate of $2050.
  
  The nature of the dispute is that since that time, I have arranged for 7 audits, *** * ** ***** * **** *** ** **** * *** *** ** ***** and no auditor has ever come to complete the rebate process.
  Each time * *** ** ****** ***** training, or busy schedules, or not enough customers in my region for an auditor to come to Welland. None of this was explained when purchasing the package from this company.
  
  * ***** * ********* ** ***** ***** *** *** *********** ********* *** ******* **** ** ****** ** **********  No solution to my original problem was provided.
  
  After almost 1 year of trying to complete this audit and receive my refund, I have decided to reach out to you for support.

  Business Response

  Date: 11/04/2024

  Dear *****,
  
  Thank you for contacting us. Previously, we had arranged for the audit to take place in December. However, due to an emergency, the auditor had to cancel the appointment, and we sincerely apologize for any inconvenience caused. Currently, the government has paused the program to address pending files. Once they resume, we will promptly reach out to you to schedule the appointment and complete the process.

  We truly appreciate your patience and understanding during this time.

  Regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 15/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you have made many similar statements in the past about auditors being unable to make the scheduled appointment - 7 times in fact.  You have also made claims that you had to suspend your audits to comply with new regulations, but when I called ******** to confirm these updates, they stated that none had been requested.  *** ************ **** ** ******* ** ****** ***** **** ********* **** *** *** ****** ***** **** *** ***** *** **** *** ****** **** *** ******** **** ****** * *********  ** * ******* **** Provincial Home Services, should have to pay this money and once the program is reinstated and the refund is issued, then you can recuperate that money.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 06/05/2024

  Hello,
  
  I am writing to reiterate the rebate process and our commitment to see it through.
  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, once
  the program is reinstated, we will schedule your post installation audit
  accordingly.
  
  Be rest assured that we remain committed to ensuring that
  the process is followed through.
  
  Our sincere apologies for the delay and inconvenience caused.
  

  Regards,

  Provincial Smart Home Services

• Initial Complaint

  Date:19/12/2023

  Type:Sales and Advertising 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 replied to an ad on ********* for a free thermostat and a service rep came to my home to see if I qualify for a new heat pump & tankless water heater. He checked my furnace & water heater and my ********* & ***** bills and told me I do not qualify. But he also told me he is professional and doing this for many years and told me that they will send me a new thermostat in the mail. I have called them several times and the last time the Supervisor hung up in me after telling me they will not honor the service reps words because I did not qualify. **** * *******

  Business Response

  Date: 24/01/2024

  Hello , 

   

  We will give you a call today and make sure the thermostat is sent out .

   

  Thank you ,

  shae

  Customer Answer

  Date: 24/01/2024

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

  1- they have not called me

  2- I have not received the thermostat

  You only give two choices.

  A - accept with no chance to write any response

  B - decline with my response

  I chose B so that you do not close this case until I receive my thermostat.

  I hope this clarifies my position.

  I look forward to closing this case.

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

  Business Response

  Date: 01/04/2024

  Hello *****,

  I am writing to provide you with an update on the free thermostat you were expecting from us. The tracking number is ************, and I am pleased to inform you that it has been delivered to your home as per the tracking details. 
  
  ****** **** ******** *** ***** ** ******** *** **** ********** Thank you for your patience while we worked on this case. 

  Regards,

  Provincial Smart Home Services

  Customer Answer

  Date: 10/04/2024

  
  
  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.
  
  I received the thermstat and it is installed and working.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:19/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We did the gov't rebate service upgrade with the company Provincial Smart Services back in early Aug, 2. They promised us a gov't rebate if we upgraded furnaces, heat pumps and thermostats through them, as part of the gov't rebate program. They promised once we received our final bill from our current rental provider being ******** they would payout the bill! We have provided them with the official final bill from ******** on Sept 24, 23 and the bill has not been paid out and now ******** has us in collections and every time we reach out to them it's a song /dance. They continue to tell us payment is being processed but nothing is being done!
  
  Also, the so called rebate they indicated would be done in 3 months is another lost portion, where nothing is being paid out or addressed.

  Business Response

  Date: 22/01/2024

  Hi *****, 

  We sincerely apologize for the inconvenience this has caused you .In regards to the complaint the ******** buyout has been paid out. Attached the receipt/ proof of payment for the reference. 

  If you have other queries please reach out to us at *******@*******************.com and we should be able to get back to you within the 24-48 hours. 

  Thank you

   

  Regards,

  Provincial smart home

• Initial Complaint

  Date:14/12/2023

  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.

  Dec 13 a guy came to provide energy efficient services installation and made a contract. He said we can make decision and cancel in 10 days.
  On dec 14 th i have been trying multiple times to call and cancel but getting no responses.
  * **** **** * ** ***** ******* *** *** ******* ** ******* ******** **** ******* ******* ** ****** ** ******** ************

  Business Response

  Date: 15/04/2024

  Hello, 

  I'm writing to inform you that we reviewed the  customer's request to cancel the full contract with Provincial Smart Home Services on Dec 14th, and took action accordingly. This review was conducted on Dec 15th and the contract was cancelled Dec 16th. No equipment was installed in the customer's home. Hence, the concern is resolved. 
  

  We apologize for any inconvenience this may have caused the customer. We value our customer and we sincerely hope that he 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

• Initial Complaint

  Date:14/12/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  the representative, Christian B., came to my house 2022/07/18 entered a contract. Tankless water heater, water softener & add insulation to attic. A, $2000 rebate was promised, never received. He also told me he would contact my current 'water heater rental company' for buyout of water heater, never done. Water heater still sitting in my basement. Had received payments up to December 2022 for rental water heater payments from them that I paid out, now have received nothing from Jan - Dec, 2023, as they have blocked my email address & do not return phone calls either. Also, my lawyer had sent a letter 2022/12/08, about what going on & when would be dealt with, that letter was disregarded & a 2nd letter was sent beginning of 2023, also disregarded. I just want my $2000 rebate, reimbursement for water heater rental monies paid out by me. Would like for them to buy out water heater, like they said & pick up from my basement. If not, they can 'pay out' Notice Security Interest against my property, come take out the "tankless water heater & water softener" & we can call it even

  Business Response

  Date: 23/01/2024

  Thank you for reaching out to us. We understand that you've been experiencing issues concerning your rebates and pending buyouts. Rest assured, we are committed to addressing and promptly resolving all your concerns. Your patience is greatly appreciated, and someone from our team will be in touch with you shortly. If there are any specific details or additional information you'd like to share, please feel free to do so. We value your understanding and look forward to ensuring a swift resolution to all your concerns.

  Customer Answer

  Date: 29/01/2024

  I see that they have given a response, but no mention of $2000 rebate, paying me back of $291.81, water heater rental& actual buyout.  Just saying they want to resolve the issues & be in contact shortly.  I’ve been waiting over a year to have this resolved, I have an issue with anything they say.  I would like what told.  Rebate, pay me for water heater rental & to call & get buyout amount & remove disconnected water heater.  As said to me 2022/07/18.

• Initial Complaint

  Date:13/12/2023

  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 gave this company every opportunity to make right on there promises. I too was fooled by an add on ******** talking about the rebate on heat pumps and water heaters. I was told in my first consultation that overtime these upgrades would save me money. I had the heat pump and water heater installed back in August. Service up until the point of installation was very good.
  Since then it has been a nightmare. I was promised an audit at installation (Still haven't received). Was supposed to be included in the quote but sounds like I will have to pay out of pocket for that. I had a water heater removed that was supposed to be covered and still haven't received money for that either. Still waiting for them to send a technician to look at my leaky heat pump they installed. When I call to talk to the support team I get promises that it is being dealt with. I have given them chance after chance. * **** ** ****** **** **** ******* ** ********** *** * ***** Very disappointed I didn't do more research before moving forward with the contract.
  **** ***** ** **** ******* *** *** ***** *********

  Business Response

  Date: 23/01/2024

  Hi *****, 

  We understand the frustration this has caused you. We are reviewing your file right now and will be reaching out to you shortly. 

   

  Thanks

   

  Regards,

  Provincial smart home 

• Initial Complaint

  Date:13/12/2023

  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.

  The company sold me a service. They would buyout my contract with ********. It's been over three months. I have yet to be updated on the nature of this buyout.

  Business Response

  Date: 22/01/2024

  HI, 

  We sincerely apologize for the inconvenience and stress this has caused you. Please send us a copy of your ******** buyout of your water heater we checked in our systems and are not able to locate the file. Please send it on the - *******@*******************.com 

  We will also be reaching out to you, to further discuss the outstanding issues. 

   

  Thankyou,

  Sincerely, 

  Provincial smart home 

• Initial Complaint

  Date:12/12/2023

  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 had a new hot water tank installed May 30, 2023 as well as insulation blown into the attic and a new water filter. We were promised that ******** would be paid for removal of old hot water tank and remainder of contract, a $400 gas credit and $1650 rebate for the hot water tank change and insulation. We received a call today, December 12, 2023 that we would be getting audited by the government and the appointment would cost us $735 out of our pocket, which was never mentioned to us nor in our contract. We never received any gas credit, rebate money, and they took so long to pay ******** out account went to collections. I have called many times since installation and they've had ample opportunities to figure things out and set it right but never did. *** ***** ******** ********** * **** **** *** *** *** ********

  Business Response

  Date: 15/04/2024

  Hello,
  
  I am pleased to inform you that we conducted a thorough review of this
  case with the customer in Dec 2023 and took all the necessary steps required to
  address all the outstanding issues. The outstanding rebate and bill credit of $1,650 and $400 respectively was paid in Dec, 2023. Hence, the issue was resolved in Dec, 2023. 

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

  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