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:27/05/2025

  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 Nov. 2024 my furnace showed sporadically error E292 on it. I called Spring Home, they offer to change the blower controller. The tech arrive refuse to change it because the system was running. The furnace was still with issues until it had a permanent E292 No heat on Mar. 29th 2025. I called Spring home to change the blower controller (700 CAD). His tech showed on April 1st but he wanted to test that the blower was "OK". He test it using the power from the main controller board power cycling the furnace around 15 times on less than 30 minutes; his result was that the blower was shut; even after the dispatcher was insisting that he only needed to change the controller not test the blower. After all these numerous tests tests, he told me that I needed a new blower/controller (1300 CAD) or even a new furnace. He did not put any covers back on the furnace and my thermostat was not working. It was completely black. The thermostat gets its power from a power supply on the furnace the same one that the tech was using to test the blower The next day I read the manual for the system on line and retest the blower; the blower was working no problem. I called Springhome on April 2nd to informed them that the thermostat was broken; they told me to shut down the furnace for a day and it should come back. It didn't. The same technician returned back on April 3rd to replace only the controller; reluctantly he did it and the furnace started working but the thermostat was dead. The technician just installed a one stage thermostat that I had to my furnace and left it working. My furnace is a modulating furnace so it needs a special thermostat to make it work like it should be I have contacted Springhome few times for them to accept their responsibility on the breakage of my thermostat but they have not had a resolution so far. Their last response was that they will be reviewing the case to see if the actions of their technician broke my 1000CAD thermostat; in my opinion it did

  Business Response

  Date: 09/06/2025

  When the customer initially reported the alert, Spring Home advised that it was related to the blower motor module. A technician was promptly dispatched; however, as the blower was operating normally at the time, no replacement was carried out. This indicated the issue could be intermittent in nature. We recommended that the customer continue to monitor the system, which functioned properly for several months thereafter.
  When the issue resurfaced, we responded promptly and honored the originally quoted price, despite the time that had passed. During the follow-up visit, the technician found that even the main motor was no longer operating. Manual testing was attempted but was unsuccessful, leading to a recommendation to replace the motor as well.
  Subsequently, the customer tested the system independently and observed it functioning again, raising concerns about the technician's diagnosis. However, intermittent faults can be challenging to replicate and confirm during service visits, making diagnosis more complex.
  In the end, only the blower module was replaced, and the system resumed normal operation. Shortly afterward, the thermostat stopped working. Based on our assessment, the testing and power cycling performed during the service visit should not have contributed to the thermostat's failure. Although the timing coincided with our visit, there is no definitive link between the two events. Furthermore, the original thermostat model is known to have reliability issues and has since been replaced by newer, more stable versions.
  As a temporary measure, our technician installed the customer’s available single-stage thermostat to keep the system operational while they decided on a permanent replacement. We offered the compatible newer model at our cost, but the customer informed us that they had already sourced one online at a better price. In good faith, Spring Home offered to install the new thermostat at no additional charge; however, the customer declined this offer.
  

  Customer Answer

  Date: 10/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: There is not even a partial restitution of the damage created by the company; there are even imprecisions on the recount of events leading to the damage of my thermostat. 

  *If they new these thermostats are prone to fail and they are pros with this knowledge -why leave it connected while power cycling so often the furnace trying to test. 

  *On the first visit they did not wanted to change the controller because the blower was running. On the second visit with a permanent fault on the controller, how they could expect the blower to be running without a functioning controller suggesting to change both parts. I was there when the technician was insisting "accordingly to his experience" that he needed to change blower and controller even though ****** ****** from Spring home  was asking him to change the controller and see if the system operated with the new controller and the old blower. 

  *The failure on the thermostat happened in the second visit from the technician. He verified the faults and the logs of the system directly on the thermostat; after his power cycling "frenzy" he left my system without any covers and without an operating thermostat. I realized this until I put back all the covers on my system myself and saw that the thermostat was dead, since it was after 5PM I report this right away the next day to Spring Home. 

  *They did not change the controller and get my system running until I insisted into just change the controller for the blower leaving the blower alone.

  On all their remedies

  -They are not accepting their accountability for the actions of his technician, blaming "bad luck" that coincides with the technician visit. I assume inexperience and rush to judgement on the technician side 

  -Their company is not actually sharing the costs of the damage done by him; offering only solutions that have had a cost for me and not cost at all for them all.

                                > I got the same thermostat they are offered at their cost for almost 300CAD below it 

                                 >They are offering installation that has already being done.

  -I'm grateful that they honor their original price for their controller; even though that they order this controller since my first call back in November and they kept it in storage until it was used in my furnace on March. They left the old controller on the shipping box of the new controller with the waybill on my home, so no price change, no lost  for them on this "price honoring" which is a lots lower that what I have spent trying to fix what they broke.

  -It can be seen their lack of timely action when something goes wrong on the length of time it took to respond to the BBB, until the last possible day.

  I hope this company really accept its accountability on the damage done on my system and it gets reflected on a real cost / action on their side.
  
  Sincerely,
  
  ****** *******