Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/03/2024
Type: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 February 16, 2022, purchased a heating and cooling unit from Best Energy Conservation Inc. The transaction also included warranties for one-year parts and labour, 5 years for the compressor, and 10 years for the heating exchanger.We encountered numerous issues with the purchased unit shortly after its installation. On two occasions in the summer of 2023, the cooling system unexpectedly shut down, causing discomfort and disruption to my tenant, **************************. In January 2024, the heating system broke down three times, further exacerbating our difficulties, especially given the extreme cold temperatures in ******. My tenant had to close their business for four days.Upon contacting ************, I was informed that the repeated shutdowns were due to a fuse burning out. Despite numerous attempts to rectify the issue with Ms. ***** assistance, the problem persisted, resulting in significant downtime for the business operations.Frustrated by the lack of resolution from Best Energy Conservation Inc., I received a text message from Ms. *** stating that she would not fix the problem and suggested that I get help from a bigger company. I was therefore compelled to seek assistance from an alternative contractor. On February 8, 2024, we engaged the services of eSmartLive **** (Business #****-6123). Invoice #**** from eSmartLive **** details the replacement of the heat exchanger with flame retainer and seal, as well as labour costs associated with the replacement and testing of gas pressure and temperature rise. The total cost was $5,575.24.This experience has not only caused financial strain on my company and related business operations but has also resulted in a loss of confidence in the products and services provided by Best Energy Conservation Inc. We feel that the company has failed to uphold its obligations under the warranty and has been negligent in addressing and resolving the issues with the purchased unit.
Business Response
Date: 12/04/2024
This customer, ************ ( Zhengping) ****, installed a commercial rooftop HVAC equipment in Feb 2022. One year labour warranty is provided by our company, all parts warranty is provided by manufacturer. The labour warranty expired in Feb 2023, any parts warranty should be claimed through manufacturer.
The customer never arranges any maintenance with our company after the installation. Since the equipment is commercial unit installed in a restaurant/ bar with heavy usage, regular maintenance is essential for equipment working in optimal conditions.
Our company has done our best to trying to help the customer. Even after the labour warranty ended in Feb 2023, we continued to provide service to the customer without charge during 2023. In Jan 2024, when the customer called for service, we checked the unit and found heating exchanger issue. At the time, the customer is in our delinquency account over 6 months with outstanding balance of around $2700. We asked the customer to call other company to arrange service, because the customer not only refused to pay off the outstanding balance but also threatened to complaint and ask for compensate. Currently, this customer account is still in collection process, we will stop any service until the outstanding balance is paid full.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.