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:10/04/2023

  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.

  Provincial smart home services didn't pay the buyout for our rental water heater. Its been 8 months they have installed the tankless water heater and promised they will payoff the remaining rent on our old rental water heater. We are continuously contacting them every month through emails and by calling, but nothing is done yet. Our old water heater company is still charging us the rent for it and we are paying the Provincial smart home services too every month.

  Business Response

  Date: 13/04/2023

  Hi ****, 
  One of our Customer Relations Specialists will reach out to you directly to resolve the matter with you.
  Very best, 
  Your Provincial Smart Home Services team 

  Customer Answer

  Date: 14/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:03/04/2023

  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.

  At the end of October we signed a contract with Provincial smart home services. They have failed to provide the full amount of services, even after six months. I have called regularly and emailed regularly but I just keep getting told that someone will call me back, nobody ever does, or that the money I am owed will be in my account in a couple of weeks, but I have still not received anything. Services that still have not been completed as per our contract are the following: they have not sent our claim to ******** in order for us to receive $1,450. We have not received our $500 amazon gift card. We have not received a free duct cleaning. The correct doorbell has not been delivered/installed. Our old hot water tank has not been paid off. The old hot water tank has not been picked up. We have not been reimbursed the monthly fee for the old hot water tank rental fee per month since signing the contract. Our reverse osmosis system needs to be repaired and although it is guaranteed for ten years nobody has even confirmed a day for it to be repaired. After being **** to repeatedly I would like to terminate our contract. I am willing to use the payments already made to pay for services that are installed already but do not wish to continue my contact since the full amount of services have not been met.

  Business Response

  Date: 11/04/2023

  Hi ********,
  
  Khadija has been working on your file. Please speak with your wife for full details as to their conversation. 
  
  Cheers, 
  Mirza
  

• Initial Complaint

  Date:29/03/2023

  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 signed up for a program with Smart Home Services on June 10, 2022. They promised me various incentives and it has been terrible dealing with them. They did most of the items they promised, but when it came down to my $500 ******** rebate and the $2,050 cheque that I was supposed to receive in the mail, ** *** **** * ********. I have numerous e-mails and discussions on the phone with various people (Riya, Gabriela, Pooja, Jurdisha, Catherine, and the manager Ranjit) *** **** **** **** ******* ***** **** ** for 9 months, telling me stories and making empty promises. My final draw was this week. I spoke to them on March 16, 2022, and they finally confirmed by phone and by e-mail that I would receive my final rebate cheque for $2,050 this week, the week of March 27, 2023. I spoke with them yesterday, and now they are changing their story, that they misunderstanding, and that now I will have to wait till maybe the end of May to get my cheque. The same story and excuses have been going on for 9 months now and I am so frustrated, I sent them an e-mail yesterday threatening them to stop payment on their waterless water tank *** ****** **** ** ***** ** * ***** get a resolution this week, but I haven't heard from them. *** * **** ******** **** * *** ** ******** *** ****** ******* ** *** ************  It's been 9 months, and now they are saying I need to wait another 3 months. At what point do I say enough is enough? Can you please help me?
  Thank you,

  Business Response

  Date: 04/04/2023

  Hi ******, 
  We'll be providing the deposit today. 
  Please keep an eye out for it. 
  If you still have any questions or concerns, please do reach out to me directly.
  Shae
  Head of Customer Relations
  Provincial Smart Home Services 

• Initial Complaint

  Date:23/03/2023

  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.

  On September 28/2022 I had a visit from Devon J. a representative for Provincial Smart Home Service. Upon our discussion with invoices amount for home security, alarm system and gas bill I was told by home that I could save over $200.00 from what I’m paying for my ******** Gas & my *****s home security system. I was told by him Devon J. that they would pay the cancellation fee for ***** Home Monitoring and ******** Gas so this way there wouldn’t be any outstanding invoices. ******* ****** *** ***** ** **** ***** I signed up to Provincial Smart Home Service for just over $15,000.00. Within 12 hours there was a technician at my door to remove the hot water tank & installed a new tankless hot water system. Also they installed door cameras & a ring security system plus they installed a Water Filtration system. It’s now March 2023 & I’ve been on the phone with Provincial Smart Home Services because the cancellation fee wasn’t paid to ******** Gas & the invoice is $1919.84. Now I’ve received a letter and due date for this amount to be paid or it’ll be going to a collection agency and that my credit with be effected. ** ****** *** I have been calling Provincial Smart Home on regular basis voicing our ******* but to no avail. ******* **** **** **** ******* **** **** ******** **** ***** ** **** ******* *** ****** ** ***** *** ***** *** ** ***** **** ****** ***** *** ** ****** * * *** ********* ********** *** ************* **** **** ** **** ***** ********** ******* ***** **** ******* *** **** **** ** ** **** ******* *** ******* ******** *** ********* **** * ******** **** ***** ***** **** **** ** ****** *** **** ***** * ****

  Business Response

  Date: 26/03/2023

  Dear *******, 
  
  I'll be handling your matter directly moving forward.
  I'll call you Monday. 
  Very best, 
  Shae
  Customer Relations Manager

• Initial Complaint

  Date:22/03/2023

  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.

  Company came and installed everything however refuses to come and finish the last remaining attic that is to be insulated. We have contacted every single day for 30 days to be told everyday ‘someone will be there tomorrow’ every single day. Today I requested to speak to a manager in which they refused. I just want the work finished that was started.

  Business Response

  Date: 26/03/2023

  Dear ******, 
  
  I'll be handling your matter directly moving forward.
  I'll call you Monday. 
  Very best, 
  Shae
  Customer Relations Manager

  Customer Answer

  Date: 27/03/2023

  However, I again called this morning as was told it will happen tomorrow which is not sufficient for me. I want actual guys here doing the job not ***** promises. I have continued to call everyday and apparently been in touch with a manager who has been absolutely no help.

  If this does not get resolved I will being to pursue legal actions. 
  

  Business Response

  Date: 27/03/2023

  Good afternoon ******,
  
  Just tried calling you. Left a text message - as I'll work with you to get a date for the attic insulation install.

  Cheers, 
  
  Shae
  Customer Relations Manager

• Initial Complaint

  Date:17/03/2023

  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.

  Used smart home service for insulation and hot water tank install and softner.And was supposed to get a rebate by Jan 18th 2023 but getting the run around.

  Business Response

  Date: 22/03/2023

  Hi *****, 
  
  I'll call you this afternoon to help resolve the matter directly.
  
  Very best, 
  Shae
  Customer Relations Manager

• Initial Complaint

  Date:14/03/2023

  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.

  We purchased a tankless water heater, hepa air cleaner, water softener, and received a new thermostat. They also covered the warranty if something happens to our furnace.
  We called to let them know that the furnace was not working properly since they installed the new thermostat. So we wanted someone to come for a repair. I had to call 5 times to ask, and 3 times someone was coming who never showed up each time. We knew our furnace was not kicking into high gear. When I called again, I was told someone would call back. They never did. When my husband called, the lady said,"just a moment", came back and said oh sorry there is too much static on the line and hung up.
  We then called an outside contractor who determined the furnace was not kicking into the high gear and provided a repair to our furnace. This cost us $111 dollars. From ********.
  The staff made up excuses and were not honoring our warranty. I said to my husband, I would be afraid if there was a serious problem.
  Now we have these products, and they are not honoring our warranty. So extremely disappointed we made this decision.

  Business Response

  Date: 20/03/2023

  Good afternoon ****, 
  I'll personally look after this matter for you. Please expect a call from myself before 2 pm this afternoon.
  Best regards, 
  Shae
  Customer Relations Manager

  Customer Answer

  Date: 28/03/2023

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

  The company has not reimbursed the money.

  They only said they would but have not followed through.  Plus they said they would send an extra $200 which has not come either.  Nor have they honoured the $1200 to go to ******** which they promised.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 03/04/2023

  Hi ****, 
  I apologize for the inconvenience that you had to bear. I am in process of getting an update from our accounts department on your bill credit.
  Please be advised that we are determined to resolve any issue you are facing. I have escalated your payment query to our billing department for quick payment and will circle back to you shortly. 
  Thanking you in advance for your patience.

  Shae
  Head of Customer Relations 

  Customer Answer

  Date: 07/04/2023

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

  This company was rather quick to take my money.  They provide excuses and lip service of promises they hope that over time the consumer will give up.  I feel this response is a delay mechanism.  I gave provided all the information requested such as a void cheque, banking information, numerous email promises including a quick response of an apology, but have not seen my $111.00 owing reimbursement for not honoring a furnace call, a promised $200.00 reimbursement on top of that for my troubles, and a $1200.00 credit to ******** as promised for upgrading to the new equipment.  This was promised by the sales representative who came into my house and Provincial Smart Services.  

  I have had reimbursementts from agencies before that take 7-10 businrss days.  This delay has been since I signed on that the $1200.00 credit money was going to ********.  Over two months ago.  

  I hope you understand that I meant well and trusted you by signing on.  These promises need to be honoured.  

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

  Business Response

  Date: 13/04/2023

  Hi ****, 

  Our Customer Relations Specialist, Khadija will be reaching out to you to resolve the matter as quickly as possible with you.
  Very best, 
  Your Provincial Smart Home Services team

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not been refunded the money to ******** in the amount of $1200.00, my $111.00 from my ******** call I had to make due to 3 no shows at my house and no one getting back to me when I called, and the $200 dollars promised to me by your employee for my troubles.  

  I also discovered that I have been paying for my water heater since the new tankless water heater was replaced because the forms were not sent over.  ******** knew about the water heater pick up because they called me about the arrangement.  But yesterday I discovered that I am still paying for my water heater by ******** because they had not received the forms from Provincial.   
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 05/05/2023

  Hello, 

  We have tried to contact customer to resolve outstanding issues and she did not want to discuss.  

  Thank you.

  Head of customer Relations 

• Initial Complaint

  Date:07/03/2023

  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.

  I purchased a new heating, air conditioning and water heater from this company. I was promised that the pickup charge for my old water heater would be reimbursed by provincial smart home services and they would arrange for pick up. The pick up was arranged but not communicated to me so l had to eventually call and arrange it myself and incurred an extra month of rental. All to be reimbursed. That was made September. Every time I call the company, they ask for some other piece of information and promise I will be reimbursed (over $400) and NEVER happens. Today they wanted a screen shot to show I paid it - I refused, they have a copy of the bill that shows a zero balance. Also have had 3 appointments for some inspection needed to get my rebate, no showed, now waiting for another appointment, still nothing. Owed over 2000 for that. * ** **** ****** ******** ****** **** ******* **** ******* ****** ****** * ****** ***

  Business Response

  Date: 07/03/2023

  Hi ****, 
  Our customer relations manager, Shae, will call you directly later today to deal with you matter personally. 
  Very best, 
  Provincial Smart Home Services

  Customer Answer

  Date: 08/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/03/2023

  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.

  I got a contract with this company for attic insulation, thankless water heater and windows sealing. $33.76 bi-weekly for 24 months and after that stated rate for the rest of the term.
  
  They took our almost new waterheater from ***** and never paid them out. I have called Provincial Smart Home Services several times and many emails, but nothing worked. * **** ******** *** *** ****** *** *********  I have been paying them as well as ***** for the water heater. It's been almost 14 weeks but no checks from ********, as they promised it would come with in two months.

  Business Response

  Date: 07/03/2023

  Hi ****, 
  Our customer relations department is looking into your file and will call you first thing tomorrow morning to handle your matter personally.
  Very best, 
  Provincial Smart Home Services 

  Customer Answer

  Date: 07/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business I will not be satisfied until they call me tomorrow morning and settle the matter within this week.  They have been telling me all these stories last six weeks. 
  

• Initial Complaint

  Date:01/03/2023

  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 had moved into a new home back in June of 2022 and in that first few weeks I had contacted ******** online in regard to their energy rebate programs. In waiting for information, it seems in hind sight that the company, Provincial Smart Home Services received my information possibly due to having recently bought the home but ********* themselves as representatives (contractors) of ******** Gas.
  
  *** *** *** ****** ****** **** * ******** **** **** *** ** ** *** **** *** ********* ** **** **** **** ** have items installed in my home. (Thermostat, Attic Insulation, Tankless Water Heater, Water Softener and a HEPA Furnace filter)
  
  Photos were taken and they said the cost of the items would be $20,000 which would be a loan through ****** ***** and that in the coming months I would receive my final audit to confirm the work had been completed and that I would then receive a rebate from ********.
  
  After two missed appointments by Provincial Smart Home, I reached out to ******** to notify them of their contractor not fulfilling their bargain, to then only learn that they are not even a partner of ********. * **** ******** ****** ***** ** **** ** ***** **** **** **** ******* ********* ****** ***** **** ********** ***** **** ******** *** ** ******* ** *** ** **** **** ****** ******* ********* *** ***** ******* *** ******** ** ** what I may be able to do if anything in an attempt to recoup what will be a large cost to me.
  
  Thank you

  Business Response

  Date: 07/03/2023

  Hi *****, 
  Our customer relations manager, Nikhil, will be calling you directly this afternoon to look after your matter personally. 
  Very best, 
  Provincial Smart Home Services

  Customer Answer

  Date: 07/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

  I have also already spoken to a member of their company and they were able to provide a satisfactory explanation and response.

  thank you to all for taking the matter seriously