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:08/04/2025

  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.

  On January 8, 2025, I contacted ServicePlus Heating and Cooling to inspect a malfunctioning heat pump at my rental property. I paid $146.90 for a technician to diagnose the issue. On January 13, the technician ******* visited, diagnosed the issue, and quoted $463.30 for a part coming from ********, which I approved. Tenant was informed the part would arrive by January 15, Tenant waited whole day but technician didn't show up. I called the service plus office who scheduled appointment on January 17.On January 17, a different technician ******* arrived, stated the issue had been misdiagnosed, and left the heat pump disassembled, telling the tenant he needed to call tech support. No resolution was provided. The owner ****** ********* scheduled a follow-up and specialized diagnosis visit for January 20 at 9:00 am but canceled the appointment last minute at 8:30 am, citing cold weather. No further attempts to resolve the issue were made.Instead, I received a bill for $460.30 labeled as labor charges, despite no repair being completed. I contacted another licensed **** contractor, who completed the repair and reported that parts appeared intentionally damaged. I informed ServicePlus on January 20 that I would not pay for incomplete and mishandled service.Despite this, the company continued to bill me and ultimately referred the amount to a collection agency (**********************), who has since sent me a demand letter threatening credit bureau reporting.Desired Resolution:Cancel the $460.30 bill ******** the collection agency to revoke all actions and remove any reports Provide written confirmation of both actions This is an example of unethical business conduct. I have documentation and evidence of all communication, payments, and the completed work by a third-party contractor

  

  Business Response

  Date: 16/04/2025

  We appreciate the opportunity to clarify the situation.
  
  The original issue involved a defective 4-way valve coil, which is essential for the system to switch between heating and cooling. Without a functioning coil, the rest of the system could not be accurately tested.
  
  An estimate was prepared and submitted to the landlord for approval. Once approved, we proceeded with the replacement as authorized. After the coil was installed, we advised that additional diagnostics would be required to complete the assessment. These diagnostics are recommended by the manufacturer to be performed when outdoor temperatures are above -5C to ensure accuracy. Unfortunately, the client declined to schedule this follow-up diagnostic visit.
  
  In the end, the estimate was approved, and the agreed-upon services were provided. As such, payment is required for the work completed.
  
  We remain committed to clear communication and professional service and appreciate the opportunity to explain our side of the matter.

  Customer Answer

  Date: 20/04/2025

  Complaint: 23179871
  Thank you for the response, but I do not accept the explanation provided by ServicePlus.
  The facts remain that when the ServicePlus technician visited to address the issue, he misdiagnosed the problem and ordered an unnecessary part. When the technician returned to install the coil, he did not fix the system instead, he caused further damage to the heat pump. He even informed the tenant that he would need to call technical support to identify the actual problem before leaving the unit in worse condition.
  I immediately contacted the business owner, ******, who promised to come on January 20, 2025, at 9:00 a.m. to assess the situation. He later advised replacing the heat pump altogether and sent an excessive and unreasonable estimate, which clearly shows inflated pricing and misleading information. Despite my request for a repair, not a replacement, ****** cancelled the scheduled visit at the last minute and postponed it for another two weeks. This was during the peak of winter when heating is an essential service, and ServicePlus had already taken several weeks without making meaningful progress or offering a viable solution.
  Faced with an urgent situation, I had no choice but to find another HVAC contractor. Thankfully, the new technician was able to correctly diagnose and repair the heat pump, but due to the emergency nature of the service and the additional damage caused by ServicePlus, I incurred a significant cost of approximately $2,400.
  Additionally, ServicePlus attempted to charge over $2,000 for a warranty that ****** already provides for free (10-year parts and labor), further indicating an intent to upsell and profit rather than resolve the issue professionally.
  Given these circumstances, I believe ServicePlus is responsible for the additional repair costs. Their technicians misdiagnosis, damage to the unit, failure to follow through with appointments, and attempt to push an unnecessary replacement have caused both financial and emotional stress during a critical time. I am therefore requesting reimbursement for the $2,400 paid to the second contractor who successfully repaired the unit.
  I hope BBB will take these facts into account to support a fair resolution.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 23/04/2025

  Thank you for the opportunity to respond. At ServicePlus Heating and Cooling, we pride ourselves on providing professional, transparent service. We regret that this customer feels their expectations were not met and would like to offer the following clarifications:
  
  Initial Service and Diagnostic Process:
  Our technician responded to assess the non-operational heat pump. After conducting diagnostics and consulting with ****** technical support, the system displayed an error code indicating an issue with the valve. Based on this, the replacement of the associated coil was recommended and completed. This was not a misdiagnosisit was the correct course of action according to the error code and manufacturer guidelines.

  
  Communication Regarding the Valve Issue:
  We communicated multiple times to the customer that the valve was part of the issue, as identified by the error code. Additionally, all phone calls between our technician and the client are recorded, and at no point did our technician state that the coil replacement was unnecessary or incorrect.

  
  Follow-Up and Additional Repairs:
  Following the coil replacement, the system continued to exhibit irregularities. Our technician explained that further diagnostics were required, which is common in complex systems like heat pumps. Per Daikins guidelines, certain diagnostics require outdoor temperatures above -5C for accuracy. While we strive to resolve issues promptly, we have no control over the weather, and our goal is always to ensure an accurate diagnosis and the best outcome for the system.
  
  Importantly, we offered this additional diagnostic visit free of charge, as part of our commitment to resolving the issue thoroughly.
  
  Owner Involvement and Scheduling:
  ******, our owner and senior technician, became directly involved to ensure the matter received focused attention. While a follow-up visit was scheduled, unforeseen circumstances (weather) required rescheduling. We recognize the inconvenience this caused during winter and sincerely apologize.

  
  Repair vs. Replacement Recommendation:
  This replacement recommendation was provided at the customers request, after they inquired about pricing for a new unit. We also made it clear that further diagnostics and potential repairs were available if the customer preferred. This ensured the customer had full control over the next steps.
  
  Our replacement estimate reflected market rates for high-efficiency equipment and installation, including optional labor coverage. While ****** provides a 10 year parts warranty, labour coverage is typically separate and varies by contractor and program enrolment.
  
  Warranty Clarification:
  There appears to be some misunderstanding about the warranty. While ****** covers parts, labor warranties are often separate and optional depending on contractor programs. Our estimate included labor coverage for added peace of mind and was presented transparently as part of the replacement package. While some companies offer in-house warranties tied to their services, we purchase our labour coverage directly through ******, ensuring that it can be honoured by any authorized ****** dealer, not just ServicePlus. 

  
  Resolution Efforts:
  The customer ultimately chose to proceed with another contractor before we could complete the diagnostic process. While we respect their decision, we were fully committed to seeing the process through. In HVAC systemsespecially heat pumpsmultiple diagnostic steps are sometimes necessary to uncover all underlying issues.

  
  Payment for Services Completed:
  Despite the customers decision to work with another contractor, payment remains due for the services we completed, including the coil replacement and associated labor. These services were provided in good faith, following standard diagnostic and repair procedures.
  
  Conclusion:
  While we understand the customers frustration, particularly during the winter season, our technician provided the correct diagnosis, communicated clearly that the valve was part of the issue, offered a free follow-up diagnostic visit, and responded to the customers request for replacement pricing. Given these facts and the services rendered, we do not believe reimbursement for the $2,400 paid to a third-party contractor is warranted.
  
  ServicePlus Heating and Cooling remains committed to honest, transparent service and welcomes the opportunity to work within the BBB framework toward a fair resolution.
  
  
  Thank you for your time and consideration.

  

  Business Response

  Date: 23/04/2025

  Recorded phone calls.