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:06/12/2023

  Type:Service or Repair 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.

  I signed with Provincial Smart home services in Jan 2023. It started with attic insolation upgrade with a rebate program. From that we upgraded our furnace with a heat pump,tankless water heater,heppa filter water softener with RO system in total $40,000. Was told I would be eligible for $4900 in rebates. the acessment would be covered due to how much I was spending. It was another savings of 699.99. The adjuster came in February and told me I should have my rebate by July August. I Called and emailed PSHS in August and they told me it should be coming anytime. I waited 2 weeks and called back. They told me to check back next month. So I checked back in Sept, Oct and November now in December. I sent out a letter to their rebate department last week only to received a do not reply email telling me that they have a case number and would get back to me. So I called PAHS today and got the same runaround. This is my last attempt to reason with this company to resolve this issue. . I will be filing with the consumer protection act for false statements and not honoring their contract. Come January. If this is not resolved asap* * **** ***** ** ** *** *** ** **** **** * ******* **** ***** Poor response time. None for that matter. *********. Pushy sales people. Rush in to install your upgrades and take your money only to ignore you afterwards and fulfill there end of the deal not to mention and full of excuses.

• Initial Complaint

  Date:06/12/2023

  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.

  I signed a contract with company to get Tankless water heater, new HVAC and reverse osmosis . I contract it stated that company will be paying the amount to ******** as well as for the **** **** monitoring system. This company have not paid the ******** bill of $1100 and noe I am getting collection calls because of them . **** ** * **** *******

• Initial Complaint

  Date:05/12/2023

  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.

  - invoice July 27th 2023 transaction.
  - sales rep stated I was approved for a total of $10000 in rebates under the Ontario Provincial rebate programs regarding furnace, hot water heater, smart thermoset and air conditioner equipment install
  - it is now December 5th 2023 and still have not received rebates, company refuses to cooperate and when speaking to a representative they tend to ** **** *** hang up on me
  - they promised to payout old equipment contracts for which they have removed and has not been done. I am still paying for all the equipment removed hot water tank, furnace and air conditioner.
  - no invoice provided for old equipment removed and ****** and ***** companies are still charging because they too have not received an invoice for their old equipment buyouts
  - Provincial Smart Homes when I call their customer service they hang up in regards to these rebates and invoices.
  - I had to purchase myself my own breaker as their electrician did not have one and did not want to drive back up from Toronto to install the next day. I asked to be reimbursed for the breaker the I had to purchase for the electrical panel that your electrician did not install when my panel did not have the correct square D Breaker for the furnace and heat exchange your crew was installing. Instead of going to a hardware store to buy one for the installation he asked me to do so. Then he left and called and said that I can get my electrician to install it because it was not worth the time to drive back from Toronto another day for just one breaker. The Square D breaker was $45.
  -When they installed the water filter equipment. They installed the piping through a door way? I have asked in previous emails to have them correct this installation issue so that I can reinstall the door that was taken off for the installation of the new hot water and and furnace.
  - sales person wrote that all the administration fees for ***** and for your company would all be waived

  Business Response

  Date: 23/01/2024

  Thank you for reaching out to us. We recognize that you've been facing issues, especially concerning rebates and buyouts. Your patience is greatly appreciated. Rest assured, someone from our team will be reaching out to you shortly to address and resolve these matters. If there's any additional information you'd like to share or specific details you want to highlight, please feel free to do so. We appreciate your understanding and look forward to assisting you.
  

  Customer Answer

  Date: 24/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: of todays date Jan 24th 2024 the company has still not reached out to me about rectify the issues at hand.   I am still waiting for responses from my previous emails about issues.
  
  
  
  Sincerely,
  
  
  
  ** ** *****

  Business Response

  Date: 05/04/2024

  Good day *********

  I hope this message finds you well.

  I am writing to inform you that we have processed the outstanding payment for your Furnace and AC buyout as noted on your documentation, 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: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not filled the ****** buyout nor have they sent any documentation to ****** for the equipment they had removed from the property and invoice for the tank to be released to ****** the equipment as ****** is requesting the information before they will sign off the equipment and will then no longer continue to charge me monthly fees for equipment which has been on going since removal date by Provincial Home Services.  I would like this to be resolved as soon as possible.   ** ** ** ******* ********* ********* ****** ****** ******* *********   Thank you for your time.
  
  
  
  Sincerely,
  
  
  
  ** ** *****

  Business Response

  Date: 19/04/2024

  Hello,

  We would
  like to inform you that the payment can only be processed once we receive the
  buyout bill from you. This is in accordance with our company policy.

  As of now, you have provided us with an email from ******** stating that the buyout bill will be ready in 1-2 billing cycles. Hence, we have to wait for the it. Once the proper ******** bill is received, we will initiate the payment process.
  

  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. Please do not hesitate to contact us if you have any further
  questions or concerns.
  

  Best
  regards,
  

  Provincial Smart Home Services

• Initial Complaint

  Date:05/12/2023

  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.

  Provincial Smart Home Services (PSHS) haven’t fulfilled a contract that they made with us. On 07-09-2023, PSHS signed a contract with us for a High Efficiency Heat Pump and Tankless Hot Water Heater upgrade to our home, including provincial rebate. The contract says they’d remove rental equipment, belonging to ******** & ********, and that they’d take care of the buyout procedure with these companies for us. While doing the update, the technician dismantled the other companies’ equipment and removed them in pieces. He took the pieces away with him and gave us much reassurance that PSHS would take care of any issues. We took to out a loan to pay in full ($36,329.45). The money was sent directly to PSHS and we are still paying the rental companies, but the buyout has never occurred. We contacted the rental companies and they haven't heard from PSHS. And PSHS are holding the money for buyout. The companies told us that to stop being charged fees we must return the equipment or do a buyout; with no equipment a buyout is our only option.We can’t afford to keep paying payments for the equipment and the loan. We have paid additional $448.25 to ******** in fees that over occurred since PSHS was supposed to take care of it.I called ******** & ******** for amount required for buyouts. ******** said they require $5200 furnace & $5200 air conditioner and are sending an invoice. ******** provided the amount $1023.78 for the buyout and are sending invoice, including any outstanding fees. Repeated calls to PSHS haven’t helped and we sent them the required information many times and no action taken has been. We’re still being billed by the other companies and are unable to return their equipment.
  PSHS assessed rebate of $6625. We were told audit was needed to get the rebate. After many attempts to have the auditor booked, the appointments are being pushed farther, with no day set. PSHS kept telling us they will be here next week, in the next month, etc. This has gone on since Sept.

• Initial Complaint

  Date:22/07/2023

  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.

  Initial document signed at my home on May 03, 2023
  Date of final document signed is June 01, 2023.
  The dispute:
  - Provincial smart Home agent told me payment will be 106.19 biweekly at 3.9% for the duration of the contract. I specifically asked him is he sure it won’t change? He replied Yes, it remains the same 3.9% for the entire contract.
  - After installation was complete, l received a letter from *********** ********* **** tell me my payment is $97.80 biweekly for 12 months.
  After that it goes up to $184.91 for the remainder of the contract and the rate increases to 12.99%.
  ****** *** *** ******** ****** **** ************ - Account # is ************ **** *** ******** *** *********.
  I have been trying to reach Provincial smart Home to have a discussion but all to no avail. They put me on hold and no one picks the call. I have done this for 3 occasions. Hence my decision to report.

  Business Response

  Date: 01/08/2023

  Hello,

  I had tried to reach out a few times, but was unable to reach you. When is it the best time too call?

   

  Kind Regards,
  Khadija A
  Customer Relations
  
  Website
  *******@*******************.com
  **** ********* ******* ***** ***
  
  Toronto ON
  
  

  Customer Answer

  Date: 01/08/2023

  
  
  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,
  
  
  
  ******* *****

  I have not received any voice mail. You can reach me anytime during the day. If l don’t answer leave me a number and l will call you back. 

  Customer Answer

  Date: 12/02/2024

  Provincial Smart Home has not settled my account with ********. Now ******** is calling me saying I owe them 4589.89. This account is part of the buyout contract from PSH. Please I need your help.

  Business Response

  Date: 05/04/2024

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

  We are pleased to inform you that we have received your buyout bill on March 19th, 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 March 19th, 2024, and the payment was scheduled to be made in June. 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 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

• Initial Complaint

  Date:26/06/2023

  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 signed the contract with Provincial Home end Dec 28 2022.
  Ever since they took our boiler, they never settle the buyout cost with ********,
  Not to say, they should give us the credit of $800 ******** bill credit, as per confirmed by their sales people, *******. Had tried to contact sales, and he never pick up the call.
  Right now, we keep on receiving bill from ********, stating the buyout not yet been settled so far.
  Emailed to Provincial few times, and cc to ********.

  Business Response

  Date: 28/06/2023

  Hello *****,

  It was a pleasure speaking with you yesterday regarding getting your problems resolved, regarding the buyout bill that will be paid within 3-5 business' days, you also have a bill credit of $800 and as you requested that will also be deposited into your bank account. Once payments have been made I will send you a receipt for proof of payment. Once again, we thank and appreciate you as a customer.

  Thank you
  ******* *
  Customer Relations
  
  
  *******
  
  *******************************
  
  **** ********* ******* ***** ***
  ******* *

   

  Customer Answer

  Date: 31/07/2023

  Further to the case follow up, PHS still pending and not yet able to settle the remaining balance $871 to ********.

  Since the amount incurred from the past due, and ******** keeps on billing us the boiler monthly charge.

  Business Response

  Date: 09/08/2023

  Hello *****,
  
  
  Just confirmed with the accounting department, you will receive the rest of your funds in the next payment cycle which is next Wednesday.
  
  
  Thanks,
  *******

  Customer Answer

  Date: 21/08/2023

  
  
  Complaint: 20240357
  
  
  
  I am rejecting this response because:

  again the payment still Showing a shortfall *** **** *********** ** ****** 
  we won’t accept their response as they keeps delaying the settlement process time 

  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 02/11/2023

  Hello *****,

  All issues have now been resolved please go ahead with closing down your complaint.

   

  Kind Regards,

  *******

• Initial Complaint

  Date:02/05/2023

  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.

  In the contract I was supposed to be related $500 !and the utilities company was supposed to be credited $1500. This never happened, have contacted the company many time to be told that this would be done. It has been months nothing happened

  Business Response

  Date: 23/05/2023

  Hi *********, 
  Our records indicate that you've spoken to Khadija our Customer Relations Specialist and that you've been paid out. 
  Please do update the BBB on our action to fulfill our commitment. 
  Cheers, 
  Provincial Smart Home 

• Initial Complaint

  Date:20/04/2023

  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.

  I was approached by door sales from a representative from Provincial Smart Home In the month of October 2022. They offered us all updated HVAC to upgrade and they would remove the old stuff belonging to *** (******* ****** *****) and contract says that they
  take care of the buyout from the *** I pay Provincial Smart Home approx $120 bi-weekly and I'm still making payments *** and they told me the changeover would be approx 12 weeks we it's been 8 months I still have both companies to pay and they haven't talked to *** about a
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  buyout. I can't afford to keep paying 2 companies for equipment. How do I fix this? I have emails of them saying that it's a long process and my account has been sent to accounting. They have asked for void cheques 2xs now as well. I keep getting shoved away or prolonging the issue. I have emails of all paperwork just won't let me upload on this site maybe by a private email would work.

  Business Response

  Date: 01/05/2023

  Hi ******, 
  
  Our Customer Relations Specialist, Khadija, will contact you directly tomorrow to help resolve the matter directly.
  We're committed to help you with these outstanding items.
  Very best, 
  Shae
  Head of Customer Relations 
  Provincial Smart Home Services

• Initial Complaint

  Date:18/04/2023

  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.

  My name is ******* *********, a customer with your company. I signed the invoice/contract on 12/01/2023.
  
  I am writing to submit a written notice to cancel the services with the provincial smart home services. The reasons of the cancellation are as follows:
  1) I did not received the tankless water heater as promised
  2) I did not received the utility bill of $600 rebate from ********
  3) The windows and doors were not sealed properly
  4) The security camera is not working and it does not captured any videos when my son’s car was stolen from our driveway.
  
  ****** *** *** ******** ***** *** ** ******* ****** ****** ** *** **** ************ *** *** ******* * ****** **** ********** ***** **** *********  
  Thank you,
  
  ******* *********

  Business Response

  Date: 01/05/2023

  Hi *******, 
  
  Our Customer Relations Specialist, Khadija, will contact you directly tomorrow to help resolve the matter directly.
  We're committed to help you with these outstanding items.
  Very best, 
  Shae
  Head of Customer Relations 
  Provincial Smart Home Services
  

• Initial Complaint

  Date:12/04/2023

  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.

  The agent Beder B. visited me regarding upgrading to Smart Home. He prepared the papers including the loan agreement with ****** *****. In the contract he included Buyout of my equipment from ******** **** ******* (This included Furnace, Water Heater, Air conditioner and ****** thermostat). Provincial smart Home Services installed a Tankless water Heater. The Hot water Boiler was removed. They also installed a water softener, UV filter, Smoke detectors, security Cameras, security Bell and Door locks.
  I have been receiving the Buyout Bills from ********, which should have been settled by the Provincial Smart Home.I have been forwarding the Bill but no action has been taken over the last 3 months. They are not answering the phone calls. * **** ********** *** ****** ** ** ******* They have not fulfilled the agreed contractual obligations.

  Business Response

  Date: 13/04/2023

  Hi ******* 
  One of our Customer Relations Specialists will reach out to you directly.

  Very best, 
  Your Provincial Smart Home Services team

  Customer Answer

  Date: 13/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business
  
  

  Nick (unknown caller) stated that he is calling from Provincial Smart Home Services. He mentioned that my file is with Accounts Department. He mentioned that the Bill will be settled soon. I have told him that the Bill needs to be settled immediately as it has been more than 3 months since the Bill was received by their office. He mentioned that he will get back to me.

  Business Response

  Date: 19/04/2023

  Dear ******* 
  We did pay the bill already and we had sent the receipt last week. 
  Please do close this file now.
  Thanking you
  ****, 
  Head of Customer Relations
  Provincial Smart Home Services 

  Customer Answer

  Date: 25/04/2023

  The Provincial has settled the ******** Buyout Bill. I have checked with ******** and confirmed. We close my file now. I have also sent a thank you note to all the team members at Provincial Smart Home Services.
  Thank you for the help.