Complaints

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• Initial Complaint

  Date:06/01/2023

  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.

  A recruited A plus air to do a furnace installation and duct work at one of my properties last year 2022 Firstly no drawings were provided until late into my project even though they can on site before I closed on the property John the manager insisted that he did there is no proof of such I have no email to proof it. Ans he has non to proof so either. A plus air was called to the house on a several occasions where the furnace was giving some trouble. One call it was the fault of not charging the filter not a plus fault. On December 24 the furnace stopped working and the tenant reported it to use was callled a plus air Got no answer the tenants reported that the heat had been out before midnight it was - 15 the had one space heater we called and got no answer from a plus air and proceeded to other companies to ensure the integrity of our property and the comfort of our tenants. We found someone who went out immediately to see the problem and reported that the thermostat was defective.the technician stated that he applied a temporary manual thermostat to enable to furnace worked. I later received called from a plus air from an unknown number after returning by this call they told me they had no thermostat with them and that it would have to wait until Monday Jan 2 2023 when the office was open. A plus air went to the house on moms day January 22023 and reports that they would have to do a diagnostic of the furnace as someone had tampered with it and override furnace making it unsafe for a operation. The technician has denied such allegations. A plus air has proceeded to charge me for diagnosing the furnace even though I have a warranty with them. I am very dissatisfied with this company. I have reached out to the company Monday January 2 2023 and asked for a call from The owner manager and I have yet to receive a call today Friday January 6 2023. It’s very unfortunate that this has happen and that it has been handle this way.

  Business Response

  Date: 09/01/2023

  Hello BBB,

  Thank you for the opportunity to respond to these allegations.  I’d like to start by acknowledging I am familiar with the situation and we conducted a team meeting this morning to review and respond.

  On July 31, 2021, we were contracted to provide the supply & installation of a ******* Hi-Efficiency Furnace along with an ****** programmable thermostat.  Furnace Model:  ******* ************-14 – SN:  ********** and Thermostat  Model:  ****** EB-*******-01 – SN:  ************ along with other HVAC components.
  

  Regarding the no-heat situation complaint reported to you on January 8, 2023.  Please note our findings below.

  Our technician, Jason was on-call during the Christmas season.  As you know, on December 23rd we were experiencing an extreme blizzard situation that lasted for several days in our working territory.  Jason our lead On-Call Technician, fielded over 80 calls including email, text, online portal and voice-mail in a 3 day period, none of which were from ******* ***** or her husband *****.  I can confirm that Jason attended to every single call that he received and every single no-heat call was attended to within the promised 24 hours if travel was permissible.  And where travel was not yet permissable, he attended to those calls in the days following when the OPP authorized access to those regions.  As you can imagine, Jason and his fellow tech were very very busy.    

  In fact, Jason returned a call from the number on call display when he was informed that they got another company to service the furnace.   It is not true that he said we had “no” thermostats until the Monday of January 2nd, we ALWAYS have temporary thermostats on our trucks.  What they misunderstood is that we might not have had the exact model of ****** on our truck, but service was still available and easily rectifiable with a temporary thermostat until we could return on the Monday with the proper stat.   We would never attempt to put off a customer with no heat claiming we had no thermostats. 

  Our technician attended to the rental property on Monday, January 2nd.  It was on this day that the husband, *****, admitted that he had called on Christmas Eve but commented the phone rang and didn’t go to voicemail, so he hung up and didn’t try again.  We confirmed from our call logs that no voicemail was left.  He advised our technician that in a panic, the homeowners (landlords) sought the services of an alternative HVAC service provider. 
  

  What was diagnosed from another company as a faulty thermostat was only addressed with a temporary fix - they did not attempt to rectify the problem permanently – I imagine because they had no access to ****** product.  Which is unfortunate, since the ****** thermostat they diagnosed was 100% completely covered under warranty and any HVAC contractor should have been able to provide warranty for this part.    

  This is where the situation becomes tenuous.  It is very important to note, that upon arrival, our technician found that the “fix” by the alternative service company was not only incorrect but completely not compliant with TSSA standards leaving the tenants operating a furnace in an unsafe manner.   

  Specifically, they tampered with the safety devices wired into the furnace.  He found the thermostat was removed from the wall and the wires were twisted together at the wall cavity to force the furnace to run continuous.  Furthermore, down at the furnace, the door switch had been taped down in the engaged position and they then instructed the tenants to use the furnace power switch mounted on the ceiling – this would allow them to power the furnace ON & OFF as needed.  This is 100% illegal.  She notes the people they hired deny that they tampered with the system, but here’s the picture proof we found on site at the wall.
  
  Our technician had to re-wire the thermostat, re-wire the furnace board, remove the tape from the door.  He then replaced the thermostat, test ran operations and all was operating in a safe working manner upon completion.
  What the homeowners were charged for was the service to un-do everything the other contactor did wrong.   If that contractor was not able to provide a thermostat under warranty replacement, they could have simply installed a temporary heat only thermostat at the cost of less than $ 50.00.    There was no temporary thermostat installed upon our arrival as noted in the complaint.   
  They chose the illegal short cut which was not only unsafe, but illegal.  This contractor should be reported to TSSA.   The service charges issued are due to the work we had to do to repair their mess which is not covered by any MFG warranty. 

  Had there not been a snow-storm, had we been available sooner, had the homeowners left a proper voice mail, had the homeowners tried to call again….all this cascading anger could have been avoided.  But we are not miracle workers and we have no control over the weather.  Notwithstanding, had all these conditions not been in place at the time, we would have been the ones to return to the property and corrected the situation on the spot with the proper parts implementing proper installation technique and nobody would have been charged for this service as it would have been covered under standard warranty – again the service charges were to fix the wiring mess the other contractor illegally performed on the furnace.  

  To her previous allegations, about “several occasions” of furnace problems, we record the following service history:

  October 18th, 2021 - Invoice #*****, payment of $683.65 - S/C by Willee - supply & install add-on duct smoke detector and wire into furnace
  February 3rd, 2022 – No charge S/C by Dan – customer reporting no heat, upon arrival, technician found nothing wrong with this unit, fully heating, no faults, no thermostat issues - all ok here
  June 24th, 2022 – Chargeable Service call – found plugged furnace filter – replaced and advised owners must be checked and replaced more often

  I do not see “several occasions” of a furnace not operating – what I do see is an add-on purchase, a false alarm, and a plugged filter. 
  To her previous allegations, about design layouts not being provided – this is an old tired complaint – the owners were provided with design layouts – reference #*******. 
  And finally, the complaint outlines that she called our company to speak to the owner manager, but when she was referred to John the Manager – she told our Service Coordinator that she does not want to speak to John ever again.  John is the Manager.
  

  She is absolutely right about one thing, it’s very unfortunate that this happened when all it took was a little more patience on the owners part to contact us by phone, email, text, voice mail or even just phone again until they could reach us.  It was, after-all Christmas, in a snow-storm.
  

  We are willing to reverse the charges to fix the mess the other contractor left behind, on the condition that moving forward, we will only take calls from the husband named ***** as he appears to be much more reasonable to work with. 

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