Complaints

This profile includes complaints for Canada Energy Solution's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canada Energy Solution

  200 - 2010 Winston Park Dr Oakville, ON L6H 5R7

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  Canada Energy Solution

  7111 Syntex Dr 3rd Floor Mississauga, ON L5N 8C3

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  Canada Energy Solution

  700 - 22 Frederick St Kitchener, ON N2H 6M6

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  Canada Energy Solution

  4711 Yonge St, 10th Floor North York, ON M2N 6K8

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:31/01/2024

  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.

  In 2021 I contacted CES to upgrade my attic insulation based on the rebate progam being offered by ******** at the time. During that assessment the CES agent Archer advised that my current HVAC system needed upgrading as it could expire at any time. After some discussion CES promised to provide and install an upgraded HVAC system totalling $8,100.00 with a qualifying rebate of $2600.00. The install occurred in June 2022.
  It was discovered soon after that the new system installed was not delivering as promised. After a series of complaints from 2022-2023 I insisted on an in-person meeting to resolve the issues. I met with Archer on Oct 21, 2023 and in that meeting Archer admitted that the system installed was not inadequate for our size home. When asked about the status of the promised rebate Archer said he would follow up and later booked an energy audit as this was part of the original agreement.
  
  Jan 2024, after getting no response from CES on the status of my rebate, I called ********. The ******** rep advised that given the time lapse and a missing first audit any claim submitted would be denied. They confirmed that there was no pending application associated with my recent audit. When contacted about this the CES rep laughed. To address all of this I emailed Mr. Ali B. who I understand is a CES manager and who the $8100.00 was e-transferred to but also got no reply.
  
  **** ** ***** *** ** **** * *** ******* ** *** ** ******* ** **** ****** **** *** **** ** ********** ****** ******* With the installed system being inadequate I was forced to disconnect the installed AC unit and upgrade to a heat pump. This was done by another vendor who advised that the furnace also needs to be brought up to my home’s specifications.
  
  As CES has refused to meet to resolve my complaint I would like to have all CES installed equipment removed from my property and a full refund of the $8100.00 paid.

  Business Response

  Date: 05/02/2024

  1. As per the contract agreed and signed in attachment, the total is $7100 on a furnace and air conditioner installation, not $8100

  2. As per the contract agreed and signed in attachment , there’s only a guarantee of rebate $700 from furnace manufacturer *******, which customer received already, no such thing as “$2600 energy rebate”

  3. In customer’s complaint, he mentioned nothing about the Air conditioner we installed, yet he wants us to refund on this part

  4. In order to help the customer to try to apply for other rebates, we asked a third party program certified energy auditor ***** **** from ****** **** for customer to see if he can help with anything that customer needs, ***** got in contact with the customer and performed a in-home audit in 2023, yet the customer didn’t pay for it, we prepaid it for him, in this case, the customer owes us $650+taxes Energy audit fee, all the record and audit file about this audit can be found by contacting auditor ***** and his office

  5.  In the process of the customer waiting for the auditor to process the rebate and submit to ********, instead of checking with ***** with no respect of his work and service done so far for him , customer cut him off and went to another auditor opened another audit on a heat pump , in this case, *****’s file with him got kicked out of the audit system , even ***** wants to help him to get other rebates he requested at the first place, he can not now due to this

  6. As for the furnace size, customer is accusing us only based on opinion from another company/competitor, thus our technician thinks otherwise, we have confirmed with the furnace manufacturer ******* that the size is right and enough for his house, customer can ask ******* for a home inspection to verify that. The reason why customer complained not enough heat it’s because of other multiple reasons such as air tightness level/age of the house, ductwork/house structure ( it’s a 3 story house with a not very efficient/thin ductwork structure by builder , the third floor receives only very little air no matter what, it’s very common for many other houses we installed before )

   

  Customer Answer

  Date: 13/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Rebate quoted on quote dated 18/6/2021. This rebate I was told was still on offer at the time of signing 29/04/22 and was therefore posed as an incentive. 

  My compliant not only clearly states that the air conditioner was undersized for the space. It also states that the sales rep Archer admitted that in person at my home on Oct 21st 2023 when asked why the system was not delivering as promised.

  With respect to the inspection I would like proof that Mr. **** tried to reach me because I have proof that I tried many times to reach him and got no response. As for the rebate it was Mr. ******* of ******** that confirmed that no such application was in their system. Also that a first and second inspection is required for all rebate programs. CES did not disclose this. 

  When I called CES and spoke to John asking about the rebate application his response was "what rebate?". With no response from any CES reps, despite many attempts to get help, I was left with no choice but to engage with another vendor. Again I can provide proof of attempts. ****** **** ** **** ******** *********

  I will take CES's suggestion and ask ******* for an inspection. As three independent HVAC vendors and the ***** **** home inspector could all be wrong. 

  It is disappointing that CES would choose to debate this instead of step up and honour its promise. They had multiple opportunities to do that. *** ***** * **** ********* ***** ****. Mistakes get made. That's part of life but it is how you recover that reveals who you are. * ********* ******* ********** ******* *** ********* *** **** ****** **** ****** ** *** ** ** ******** **** ********** ****** *** ******* * ****** ** **** ***** ********* *** ** *******

   

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

  Business Response

  Date: 14/02/2024

  We are not trying to debating with the customer that’s not what I mean I’m my previous message , we were just stating facts for things that happened, and because it is ******** and ******* manufacture involved , everything we mentioned have proofs to support from them, such as audit and rebate related process/amount, or size of the furnace that fits customers house etc . Customer can go to their website to check. As company side, we followed what’s being written and agreed on contract all along with both customers and our agents signature on it

  There are things required and certain process needs to be done by the third party auditor in order to get the rebate , CES did it’s part of the work connect a authorized auditor ***** to the customer and auditor came to customers house with customers consent to perform an audit on the purpose of helping to apply for the rebate. In the process the auditor was still doing his files and report to get them ready to send to the ********, customer chose himself to get a same repeated service from other auditors just because he wanted to get a new item heat pump rebate , without even bother to ask *****, it discontinued *****’s work and now he’s asking us to pay for his audit fee , we really don’t find the customer being respectful by cutting others effort and work that’s been done for him already in this way

  Again, it is nothing about air conditioner customer keeps mentioning, he’s complaining about furnace undersize, despite the things with his house that can affect the airflow and temperature upstairs we mentioned in the last message
  

  Besides, customer mentioned in his message saying he had hard time getting hold of our agent, but he did reach other people from our company, yet he never try to contact the auditor ***** who came to his house to do the audit, he had many chance to sort it out and let us and auditor to clarify the concerns he has on rebate, but he never asked neither , just breached the contract ( it mentioned audit service in there so it’s part of the service) and went for other auditor, therefore in this case, the other auditor needs to take over his application and all rebate related responsibilities 

  Customer Answer

  Date: 17/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Dear CES, I sincerely ask that you re-read my complaint. The rebate issue arose out of a promise made by your/my CES representative, Archer, which was not kept due to his misstep in the process. A process that required a first audit to be valid. The ******** rep was the one who alerted me to that.

  Secondly, after much grief due to the home mainly not cooling as it should your/my CES rep Archer admitted, in person, that the system he had specified and installed was not sufficient to cool my home. At that meeting Archer recommended we purchase a heat pump solution that would be a more efficient solution. He went further to say that there was also a rebate available on this solution that could work to our advantage. This would however result in us incurring further expense. Understanding that mistakes happen we proposed a compromise that Archer appreciated and promised to take to his superiors for approval (again I have proof). After considering the proposal, the added expense and how we got to this point, we felt the risk of compounding our problems was to great and so asked Archer instead to simply please have the right system installed. To my surprise all attempts to follow up went unanswered. I have already provided proof of attempts to reach your office, the auditor, even visiting in person. This is how I found out that your Oakville office is 'virtual' and not regularly staffed, adding to my frustration. If attempts were made to reach me you are yet to provide proof. 

  If you were so concerned about my experience and claims, why hasn't someone reached out to call me? Why is the happening on a BBB website? You have all my contact details. At no point have I been uncooperative, rude or difficult to talk to. I even extended an olive branch in an effort to forgive Archer for his mistake and bring a reasonable end to this. All I asked for was expert advice and expert service as you promised. If I could have done this myself I would have.

  Regarding the install of the new system by another vendor, this was because you literally left me no choice. I simply could not have my family suffer anymore. You made it very clear that you do not value your customers when things go wrong, and in life things do go wrong sometimes. It is in the recovery however that you get the chance to really impress your customers. Sadly you chose not to. It is because of this I have requested a full refund and removal of all your equipment off my property. To take no responsibility for all that transpired is telling of the standards you hold yourselves to. 

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

  Business Response

  Date: 23/02/2024

  I understand your frustration, yet I think it all happened from miscommunication and our differences in understanding toward the same things

  Again, we were not avoiding your calls, we can be easily reach by our info email, business main line, so does the auditor, when you decided to discontinue his service and found other auditor , you didn’t even reach him or his office to ask first( His office told us you called recently to verify things, means they are totally easy to reach when you want to)

  Also, if there’s any of the promises on rebate you mentioned given by us, nobody told you that it’s failed you just assumed it without checking with us or auditor/audit office, actually he submitted your audit report to the program portal a while ago already and we’re just waiting for notice to continue to the next step, means he’s doing it for you in process when you decided to find other auditor to discontinue his services, this can be easily proven by checking the audit report submission date from the program record, yet you never asked or checked, you just assumed auditor didn’t do his work . I don’t understand why you assumed that after everything went well on his audit visit to your house and told you he’d take care the rebate for you, now he back charges us because you never paid for his service 

  As for the furnace unit sizing things, I mentioned many many times , it’s not undersized, we installed many to other similar houses and we confirmed and verified with many professional hvac technicians, it’s fine for the house, it’s due to other factors that your upstairs feel cold, if you can manage to make your home more air sealed and less drafty, you’ll find what I’m saying it’s right 

  Also, I don’t understand why you keep asking to “ give full refund of everything” its apparently a unreasonable request as you only complained about the furnace, would you give me reasons why you want refund on other items we did service for you? What’s wrong with them? 
  

  Besides, Archer suggested a solution toward your complain on a ductless heat pump system, it’s an additional add-on system to your existing central furnace and AC, no need to change or remove anything, it could solve the top floor airflow issue you complained perfectly

  Yet you had your own though and chose to listen to other company to install a central-duct heat pump system to you house to replace the brand new AC we installed for you

  So in this case, it’s not we didn’t try to help and provide solution to your complaints, it’s just simply your own choose to not listen to us

  And I believe now you’ve found out already a central heat pump isn’t actually helping the issue you have a lot as it’s not necessarily more powerful than furnace heating as well as having reduced functioning in cold temperatures, as what we suggested, install a separate ductless heat pump system on your top floor it’s the better solution, yet you didn’t choose to trust or listen to us .
  

  We tried to help, and customer had his own though and refused to follow , then the issue still stands, then customer is asking for refund, I don’t see how it is making any sense

  Customer Answer

  Date: 28/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Dear CES, I appreciate that you understand the reason for my frustrations. To your points: 

  
  I have already provided records showing my attempts to reach your team directly and their lack of response. I would be happy to meet with someone in person to clarify whatever is still not clear. Please suggest a date, place and time. Again, you have all my contact details. 

  
  I did not decide to discontinue service with the auditor as Mr. ***** **** did complete the post-install audit. The pre-install audit was what was required to qualify for the rebate program I was told and this was not arranged as promised by your rep, Archer.  

  
  You said Mr. ****'s office told you that I called recently? I would challenge your source as my last contact with Mr. **** (never his office as this was all arranged by your rep) was Sept 14 2023. Again, I have the records to prove same. 

  
  Correction, I did not assume the rebate failed. I was told this by Mr. ******* of ******** (the program owner) who explained that it was because the pre-install audit was not done. A requirement to qualify for the program. No misunderstandings there. Not my words or assumptions. 

  
  The reason I am asking for a refund is because not only did you fail to keep your service promise, the frustration you created in the process of correcting the situation seems tantamount to a lack of care and service standards. Again, your rep admitted, in person, that the system he installed was undersized for my home. For these reasons I am asking that you take responsibility for the mistake, because they do happen, and do the right thing by your customer. I had hoped, that would have been the approach from the start of all of this. * ***** **** ******* * ****** ****** ********* **** **** **** ** *** * **** ******* *** ****** ********* ** ***** **** **** ** *** **** ** ***** **** ***** *********** ***** *** **** *** ******** ******** *** *** * *** **** ****
  
  

  
  To the ductless solution that Archer suggested, this was after he admitted that the system installed was inadequate and so he proposed this solution. I am no HVAC expert. That's why I called you. How could you expect me to move forward with this proposal when your response to my rebate concern was to laugh? ****** ** **** **** **********

  
  Your statement that my recent heat pump replacement isn't up to the task is yet to prove true. Since the install by ****** ***** **** my entire home is warm and comfortable. I would agree with you though, that the real test will be in summer as this is where your system fell very short. To be seen. In essence I trusted CES and believed your rep when he said not to worry, yet here we are. 

  
  Again, I am asking for a refund because what was promised was not delivered by your own admission. I am asking that you do the right thing and take responsibility for this experience, value your customers and your business. 

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

  Business Response

  Date: 02/03/2024

  It’s enough explanation on this back and forth , we do take responsibility if it’s purely mistake made from our side, we and auditor both compensated customers in this situation before, but in your case, we do not consider it is caused by us for following reasons again:

  1. You chose to open another audit with another audit company with no any notice to us or Mr. ***** **** and his audit company, when he was indeed in the process of helping you to get the rebate from his audit( his audit report was submitted and can be found in ******** system, it’s a proof that your rebate application is in process with him), therefore, he or our company do not take any responsibility for the rebate you kept claiming that we promised you

   

  2. There’s no official proof from manufacture showing our furnace was undersized, neither anything prove that Archer admitted to you that he made a mistake( it’s the first time I heard of this statement actually ) , indeed, we installed same size of furnaces for many similar homes like yours, they didn’t complain on it

   

  3. You were making unreasonable request to let us give you full refund of all our services when you only complained on the furnace all this time, and you apparently avoid to reply this questions from your last reply when I asked you from my last reply, simply I believe it’s because you don’t have a good answer to make it stand, we deal with request from customers that don’t make sense all the time as a business,we have our own principles when comes to deal with things like this

   

  4. You never tried to reach us on our main contact info email when it’s listed on every page of our website, you never asked or talked to auditor ***** **** and his audit office before discontinuing his service, yet you kept claiming that you made all your move because “ we were hard to get hold of “, perhaps we should’ve let you directly pay auditor on his visit then maybe you would take a more serious though before you made the move you have done

   

  5. You are now just making statement away from the fact just trying to prove we did and suggested things wrong in our profession,  such as you said “ your house feel much warmer after installing the central ducted heat pump “ in this cold Ontario weather these days, anyone who knows the fact about it would laugh out loud on this because even regular house owners who ever use central ducted heat pump in Ontario winter weather would know they can only work well above 0-5 degree, otherwise it’s not as good as furnace power

  Please put an end on this back and forth as it’ll have no result and waste both of our time

  Customer Answer

  Date: 11/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  CES, you are repeating statements already addressed in my previous response. I have provided undeniable proof of my statements in various forms via this BBB forum. You have yet to provide any proof of yours. 
  Again your rep Archer admitted in person that he specified the wrong system for my home. A fact that remains unaddressed. Proof that CES or Mr ***** **** submitted an audit claim is also yet to be provided. ******** has denied this. 
  You have failed to take responsibility for your substandard service and clearly, from this unnecessary back and forth, you have no intentions to do so. It has become obvious that your intention is to frustrate the intention of this process and sweep another misstep under the CES rug. ********. If you really valued your clients and respected this process you would have called me by now. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 20/03/2024

  We are repeating our statement every time we reply

  The system is not under wrong size, till you can get official statement and proof from the manufacture, we don’t need to waste time to have debate on this 

  Auditor Mr ***** ****’s audit file ( also called D file ) has been completed and submitted to program system before you started looking for other auditor to take over your rebate application, it’s trackable by calling the program line, if you would have let ***** to continue his work , you would get your rebate already, since you had make your decision to let other auditor to apply for you then this new auditor will take all responsibility from the moment you hired him

  We suggested our solutions to make your upstairs warmer as you requested, yet you didn’t choose to follow but found another company in the same industry to do otherwise, and now you are complaining, you didn’t even give us a chance to do the changes, I don’t know what responsibility you want us to take for you based on your own decision, we can’t do anything if customers don’t listen after we give suggestions

  Do not keep wasting time on arguing and writing letters in here, you should move on