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Business Profile

Heating and Air Conditioning

Cana-Air Cooling and Heating Ltd
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/11/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    I met with one of the sales or manager Joe where he said we will install the heat pump for us. Joe came to my house and did a first inspection to see what item is required and said no problem they can help me install the heat pump.

    First we need to complete an audit and he will send someone to install the heat pump.

    Both my audit and date of installation was on November 6th 2023. The audit was completed smoothly. Joe team was to arrive between 2-4 and they arrived just past 4pm. After four hours of work, they advised us that they do not have all the parts to finish the job. Joe did not provide them with a control device (i forgot the name but it was something ****). They do not know when this device will come back in stock.

    I believe this is deceptive practice, they locked down the customer(me) and promised they will finish the installation but in reality they didn't have all the parts. As of this moment my furnace still works however i was using the ****** **** device but they gave me a different thermostat because the technician doesn't know how to code the heater back to ****.(*** ******).

    i could of went to a different company if they told me they didn't have all the parts or even schedule a later date of installation but they didn't do that.

    **** *** ** *** ** ****** ********

    Business Response

    Date: 22/01/2024

    I hope this message finds you well. I sincerely apologize for the inconvenience and frustration you've experienced with our recent heat pump installation. I understand how important it is to have a smoothly functioning heating system, and I deeply regret the challenges you have faced as a result of our shortcomings.

    Thank you for bringing this matter to our attention. We have investigated the issue, and we want you to know that we take your concerns seriously. We have revisited your residence with the necessary **** **** **** unit and ensured the completion of the installation. Additionally, Joe's team has resolved the thermostat coding issue.

    I understand the frustration this has caused, and I want to assure you that we are committed to learning from this experience to enhance our services moving forward. If you have any lingering concerns or if there is anything else we can assist you with, please do not hesitate to reach out.

    Thank you for choosing Cana-Air Cooling and Heating LTD. We appreciate your business, and we look forward to serving you with the high standards you rightfully expect from us.

Cana-Air Cooling and Heating Ltd is BBB Accredited.

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