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:24/02/2023

  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.

  Provincial Smart Solutions sales guy visited me however I was under the impression he was just coming for home inspection.
  I was asked for my and my wife driving license but they never told me that I am signing up for a 15000 loan showing insane amounts on invoice for Attic Installation and UV filter.
  Installation was done and then I received the loan docs that I signed up for 12.99 interest, but sales guy never told me about it.

  Business Response

  Date: 27/02/2023

  Dear ******** our Customer Relations Manager, Shae will contact you personally this afternoon to resolve the matter directly. 
  Very best, 
  Provincial Smart Home Services
  

• Initial Complaint

  Date:22/02/2023

  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.

  Took nearly 4 months to pay out my contracts for my old services when I was told it would be two billing cycles. I had to call repeatedly two to three times a week for months getting different answers. * ********* **** ***** **** ** ****** ******* ****** ** * ****** **** ******* ******** ***** ****** **** ****** ** ** *** ***** **** I was promised a 2,500.00 rebate from ******** gas. 5 months later no one has even showed up to do the required inspection. I can’t get my rebate until this is done. These people keep canceling my inspection with less than one days notice. The first 4 bookings I did on their web site were ignored with out any notice. The salesman **** and I was told I would have my rebate in 8-12 weeks. Now I find out there’s a $730.00 dollar charge for this inspection. *** * ****** ** ********** *** ******** ***** *** **** ****** * ***** ***** **** ****** * * ********* ****** ******** **** ** ***** ** * **** ***** **** ********** **** **** **** **** ******* ** ** ********* * ***** **** **** ** *** ********. I’ve been paying since day one. * ***** *** ***** ***** ** *** ** ******* *** **** **** * *** ** ******* *****

  Business Response

  Date: 22/02/2023

  Hello **** ,

  We do apologize for the inconvenience this has caused you,  I will be calling you to sort everything out and to make sure you receive the rebate as promised .

  Thank you ,

  shae

  Customer Answer

  Date: 22/02/2023

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

• Initial Complaint

  Date:16/02/2023

  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 a contract with Provincial Smart Homes on Oct 12, 2022 which included attic insulation, switching my hot water tank for a tank less one, installing a **** thermostat and providing a 10year warranty for the water heater, my furnace and my air conditioner. They also paid out the remaining balance on my rental hot water heater. This was all to receive a provincial rebate in the amount of $1450. In order to receive the government rebate I needed an audit in my home. This has been scheduled 5 times now including today and I just received a phone call it's cancelled again. The first two times the company was a no show and the last 3 times, the appointments have been cancelled. Until the audit is completed I can't receive the provincial rebate. * ** **** ***** **** *** *******. **** **** **** **** ******* ** ***** *** ******* *** **** **** *** now here I am 4 months later and no closer to a rebate. I have asked Provincial Smart Homes to pay my rebate and then they can schedule the audit whenever it suits them.

  Business Response

  Date: 21/02/2023

  Hello *** , 

   I'm sorry you are having such a hard time with our company. I can reach out to you by the tomorrow morning to make sure the whole rebate process is cleared up for you . I will call you by 10:30 am.

  Thank you ,

  shae

  Customer Answer

  Date: 21/02/2023

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

  Customer Answer

  Date: 24/02/2023

  I had previously contacted BBB concerning Provincial Smart Homes and they said they would respond by 1030am today. No call. I would like to escalate. I am away for 6 weeks and not available by phone, only email. The only satisfactory solution for me now is to pay my provincial entitled rebate. **** **** ** ********* ** ********** ***** *********

  Business Response

  Date: 24/02/2023

  Hi **** our apologies, in our effort to resolve the matter, we called you, we were not aware you were away, as per your message, we'll email you instead. Please do look out for our email from Shae, our Customer Relations Manager. 
  Thanking you, 
  Provincial Smart Home Services

  Customer Answer

  Date: 24/02/2023

  
  
  I am rejecting this response because:

  In the first complaint to BBB, provincial smart homes replied that
  they would contact me by 1030 the next day. There was no phone call at
  all that day. After that day I traveled into the US and I do not have a
  phone plan there. I had previously told the company several times that I
  would only be available by email. I did receive an email yesterday I
  believe, from the company asking when they could schedule an audit. I am
  not back home until the week of April 10 as I told them previously
  several times. They have cancelled audits 5 times, usually with very
  short notice ** * **** ** ***** **** **** **** ** *** ******* ***. It's
  been over 4 months since they installed the equipment and I cant receive
  the provincial rebate of $1450 until they do the audit. Every time they
  schedule an audit I have to take time off for the scheduled appointment
  only to find out it's cancelled again.
  

  Business Response

  Date: 28/02/2023

  Hello ****

  I have sent you an offer via E mail, please advise if you accept.

   Thank you ,

  shae

   

  Customer Answer

  Date: 02/03/2023

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

• Initial Complaint

  Date:15/02/2023

  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.

  Feb.15,2023
  
  I would like to file a complaint against Smart Home Services **** *** **** ******** **** ********* ** ***** ****** *************** * **** ******** ** *** ***** ****** *** ** ******* ** ** ***** **** When we were contacted by this company fist they said we didn't qualify for this offer shortly after that we did and an appointment was made. Osama thier representative came to explain and what would be installed.
  With being a **** pressured salesperson he talked so fast ****** *** ** ******* ******* ***** ************* **** ** **** ******** * **** ********* * *** ******** *** asked him to slow down and he didn't comply. Within hour they installed the first part and the next morning they did the final equipment
  We tried for days to contact this company to cancel this contract and was told that someone would contact us and never got a call back until it was to late. In the contract it states that we would be paying $38.36 monthly, then we recieve a letter that it would be costing us $38.36 every 2 weeks. It is not what we agreed on.
  **** ** **** * **** *** would like it contract cancelled ASAP and equipment removed along with any monies taken out of our bank account.** **** *** *** ********* * **** **** ** **** ***** ******* **** *** ** ******

  Business Response

  Date: 21/02/2023

  Hello ******,

  I'm very sorry that you feel this way towards our company, I would like to solve this matter for you and make sure you are satisfied with the next step.  I can give you a call to discuss, I will reach out to you by tomorrow morning around 10 am .

  Thank you ,

  shae

• Initial Complaint

  Date:09/02/2023

  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 our water heater and water softener replaced by Provincial Smart Home Services, as well as a HEPA filter installed on our furnace (Aug 2022). We were given incorrect information about the HEPA filters being washable/reusable and when we brought it to the manager’s attention he advised we would be able to get replacement filters as needed at no cost since it was his mistake. When we called to get replacement filters sent to us, there was no note on the file so they would not send anything. We made multiple calls and spoke to multiple customer service reps (Nov 2022) who advised they would get confirmation from the manager and call us back, but we never received any return calls. Texts sent directly to the manager went unanswered as well.
  In the meantime, we sent in the balance owing on our previous units and were told the money would be paid directly to the company within a few business days (Sep 2022). However, 3 months later (Dec 2022) we received a letter from a collections agency stating the balance had not been paid. It took multiple calls and emails to get the balance paid and confirmation sent to the collections agency (Dec 2022-Jan 2023).
  While dealing with that matter, we also sent screenshots of the messages advising we could get free replacement filters and of the unanswered texts to the manager. We were advised the company would not honour the previous agreement about ongoing replacement filters, but rather would send one set only.
  We’ve been sending follow up emails for almost a month now (Jan 2023 - Feb 2023) and still have not received any replacement filters at all, and our last emails have gone unanswered.

  Business Response

  Date: 23/02/2023

  Hi *********, we're terribly sorry for the delay in getting back to you. The Customer Relations Manager will be directly reaching out to you by calling your phone number by noon today (Feb 23, 2023). Please expect a call from Shae who will be handling your matter personally.

• Initial Complaint

  Date:01/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had provincial, smart home services come into my house and do attic insulation, Hippa filter, window ceiling, and a free, smart doorbell. I just had a guy from energy works come in to do an audit and he seen how much they finance me for which was $20,000 *** ** **** *** *** **** **** *** **** *** *** *** **** *** * *** * ****** *** ** ********* *** * ***** * *** * **** ** * ********* ****** and I would like it to not happen or they not charge me because They’re going to charge me 5115 biweekly *** ** **** ******* **** ***** they haven’t contacted me after they did this work so I would like to know what do I do in the situation

  Business Response

  Date: 09/02/2023

  Hello ,

  We have tried to give you a call in regards to this matter , we are willing to work with you . I have left a message on your phone , please give me call back at your earliest convivence .

  Thank you , shae 

  Customer Answer

  Date: 09/02/2023

  
  I  am rejecting this response because: I have been trying to call them for the last two weeks and they have no one’s gotten back to me and every time I called I asked for the manager and she seemed never to be in
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/02/2023

  Hello ,

  This why i have been trying to contact you to resolve the situation for you. I am one of the Mangers from Customer Relations. I have left a message and still no response.

   Thank you , shae

• Initial Complaint

  Date:31/01/2023

  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.

  I paid $12,999 for a protection plan package from Provincial Smart Home Services in Toronto on Sept 23, 2022. The terms included $1450 ******** rebate (3-5 weeks later) and a Utility Bill $600 credit (10 days later). These are are still outstanding as of January 31, 2023. I have called and emailed them and they promise to action but nothing happens. Please help. ***** ****** ** **************. Thank you.

  Business Response

  Date: 31/01/2023

  Hi *****,

  Thank you for taking the time to you reach out to us in regarding your credit issues above.  We are doing our best to rectify your issues and will ensure that your pending credits will be applied to your bills as soon as possible.

  We appreciate your patience to this matter.

  Sincerely,

  Shae

  Customer Answer

  Date: 31/01/2023

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

  Customer Answer

  Date: 28/03/2023

  I paid for a Smart Home Package for over $12,000 in Sept 2022 and was promised an Energy Audit rebate of $1,400. This has not been fulfilled yet. The Energy Audit has not been scheduled. Please help. ***** ****** ** ************** *************************************** thank you    Finish the Job

  Business Response

  Date: 29/03/2023

  Hi *****, 
  Our apologies for the delay - one of our Customer Relations Specialists from my team will call you to deal with the matter directly.
  Very best, 
  Shae
  Head of Customer Relations 

  Customer Answer

  Date: 30/03/2023

  
  
  I am rejecting this response because: the contract that was signed stated a $1450 rebate. It does not state $735 fee to conduct the energy audit. **** ** ****** 
  
  
  

  Business Response

  Date: 06/04/2023

  Hi *****, 
  Khadija will be dealing with this matter directly.
  Very best, 
  Shae 
  Provincial Smart Home Services

  Customer Answer

  Date: 06/04/2023

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

• Initial Complaint

  Date:30/01/2023

  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.

  Over a year ago I signed a contract with this company for new equipment; tankless water heater, UV filter water treatment system, attic insulation, smart thermostat and security cameras. It was stated that they would also maintain the equipment should there be any issues and even said they would cover the furnace which they didn't even put in.
  On December 29, 2022 I contacted customer service to ask for a replacement light for the UV filter system they installed. Week after week I have been told that someone will come in a few days. They are waiting for the part, and that they will compensate me as I continue to pay them every 2 weeks, although the equipment is faulty.
  It's now a month later and still no end in site. This company is technically in breach of their contract as they are not maintaining the equipment that they sold me.
  This company is full of **** and empty promises. I would like this issue resolved and total compensation before I go to the next step.

  Business Response

  Date: 30/01/2023

  Hello **** ,

  we do apologize for the inconvenience this may has caused you. I will personal reach out to you today and make sure everything is resolved ASAP , you will also be reimbursed for money spent on outside contractors .

   

  Thank you ,

  shae

  Business Response

  Date: 03/02/2023

  Hello **** ,

  We spoke and agreed to ship out 10 Uv light bulbs to cover the nest 10 years . The compensation of $700.00 was deposited Feb 2nd 2023 , also the service call to install the uv light bulbs has been completed this morning .

  Thank you ,

  shae

  Customer Answer

  Date: 06/02/2023

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

• Initial Complaint

  Date:18/01/2023

  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.

  I had inquired Provincial Smart homes service on June 6 2022, I had a tankless water heater installed, and attic filled, and 2 door cameras ****** ** * ****** *** ***** *** ******* ** ** **** ** ** **** in June of 2022, regardless, the company stated that they would be paying off the rental agreement with my utilities company and providing a $2000 credit. to my utilities bill. It has now been 7 months since I was promised this and my utilities bill has not been credited. I have made multiple calls to provincial smart homes and finally started writing emails to keep track of responses and to have a paper trail. All I’m asking is for them to complete the buyout and apply the credit.
  
  I have emails regarding my inquiries and their responses.

  Business Response

  Date: 31/01/2023

  Hello *********,

  Thank you for making contact with us in regards to your bill credit issue.  Please be aware that we will be crediting your account today you should receive a receipt by tomorrow, February 1st.

  We appreciate your business.

  Sincerely ,

  Shae

• Initial Complaint

  Date:17/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Provincial Smart Home signed me up for Tankless Water Heater. They advised that they will pay the ******** water heater buyout amount through my ******** account number and we will send me. confirmation of payment.
  
  After they installed the Tankless Water Heater, a month or so later I got a Bill from ******** charging me over $2,000 for the Tankless Water Heater. I forwarded to Provincial Smart Home via emailing them the ******** bill at: ***************@*******************.com.
  
  I even got an email from Provincial Smart Home stating the buyout amount they will be giving me but failed to pay me, *********** *** ********. I even contacted the Manager - Ahmed at ** ***** ******** and he mentioned that he will have some follow up with me, but no one did, or has done so far till date, *********** ** the text message correspondence with Ahmed (Manager) *** ******** *** **** ********** 
  I am just simply looking for a refund of the buyout of my ******** water heater that Provincial Smart Home promised to me verbally and via email, ** ***** ** *** ************  ****** ******* ******* ** ** ************* ** **** *******  Thanks!

  Business Response

  Date: 17/10/2022

  Hello ******** ,

  On behalf of the company i do apologize for the inconvenience this may have caused. I have notified the billing department and they will deposit the money back into your account. I would like to speak to you over the phone in regard to the next step and also offer compensation for the troubles. I have left a message on your cell, please give me a call back at your earliest convenience.

  Thank you,

  Customer Relations Manager 

  shae

  Customer Answer

  Date: 17/10/2022

  I am rejecting this response because Shae the Customer Relation Manager and I have spoken on the phone already and Shae from Provincial Home Services promised me that she will be credit be back the buyout of the water heater that was charged to me by ********.  Until I don’t see the credit given to me, this matter is NOT considered to be resolved.  Thanks!
  
  
  

  Business Response

  Date: 23/02/2023

  Hi ********, we're terribly sorry for the delay in getting back to you. The Customer Relations Manager will be directly reaching out to you by calling your cell phone number by 3pm today (Feb 23, 2023). Please expect a call from Shae who will be handling your matter personally.