Complaints

This profile includes complaints for Home Service Professionals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Service Professionals

  110 4053 Meadowbrook Dr London, ON N6L 1E8

  
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  Home Service Professionals

  211 Adelaide St. Suite 1 London, ON N5Z 3K7

  

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:09/06/2023

  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.

  In February 2023 I signed a contract with home service professionals to provide and install a furnace, central air unit, tankless hot water tank. Since I live in a mobile home it was promised that the installation would be custom in order to fit in the space in the wall. They left the unit. Uncovered open with a larger hole in the wall at the top with no venting when I asked about the cosmetics of covering it up they told me to put a door on which cannot be done. So I have attached pictures. Of what they left for me. I called a technician in about 3 times since this time and all of them have said it was a very unprofessional and complete job. My central. Air was not working I called someone in. They found all the fittings on top of the unit that weren't even installed and there was a hole in a copper pipe.

  Business Response

  Date: 25/07/2023

  I am still waiting on notes from one of the sub contractors that I had sent to this Customers house in the past. Are you able to extend this again until next Friday? That would be August 4th. 

  
  

  We have visited this customer on at least 5 separate occasions since Jan 12, 2023 when we installed the units, up until June 2023. 

  
  

  I am also going through recorder calls as well. On each occasion when we go to the customers home he is satisfied in the end, but then has issues down the line again. 

  
  

  Thank you 

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 20161115
  
  I am rejecting this response because:

  We would like our products finished to satisfaction. Very unprofessional work done not to satisfactory standards at all. Cold air coming in the house. This has caused us a lot of stress and anxiety to the point my wife has come to tears, simply profound. The last I heard they were going to try and get a smaller furnace to properly fit in the space., and no reply. Please help. Thank you in advance.

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

  Business Response

  Date: 20/03/2024

  Dear *********;

  When we initially installed the system, the grill was not  put on the return air as you had not decided whether or not you would be putting a door on the closet. We are not able to custom build furnaces as they come from the manufacturer in standard sizing, but we do work with our customers on how to make the installation the best fit for them. We understand your situation was a bit different due to it being a mobile home, but also had to ensure we installed the correct furnace that would provide adequate heat for your home. We have since had technicians out at your property on June 2nd 2023, August 10th 2023, September 5th and January 19th 2024. Although the furnace doesn't fit perfectly into the tight space that it is located in and it sticks slightly out, we have explained that the only other option is for us to move the wall that is behind the furnace back about 3 inches. When the technician was on site on January 19th 2024, his notes indicate that he did explain we would uninstall the unit and move the wall back 3 inches and then reinstall the furnace at no extra expense to you. These extra 3 inches would allow the furnace to fully fit inside the closet area.  We understand that you said you already have a shortage of storage space and did not want to proceed with that, and from here on you would look into having a frame built around the front of the furnace to then install a door and have the furnace "hidden." 

  Please let us know how you would like to proceed from here. 

  Thank you, 

  Management