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:06/03/2023

  Type:Product 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.

  I have been using Shipton's for close to 10 years and will never use them again. I had a ventor motor replaced in Dec 2020. I paid over $1,200 for this motor replacement. A quick ****** search said this type of motor should last for around 12 years. It has been making noises so I called them out this week. I had to pay $145 for a service fee for them to tell me there were problems with this motor (it is worn out). They would charge me another $1,200 to replace it. As per Shipton's, their replacement has already worn out in less than 2.5 years. Please know their warranty lasts for 30 days and the manufacturers for 1 year. They will not stand by their work or products. I will never use them again. I would give 0 stars if that was an option. Icing on the cake, they wouldn't even refund the service fee. They are saying this happened becomes it was some part sitting on a shelf for a long time. No one told me that when I was paying over $1,200 for the original repair. I know my furnace will need to be replaced in the near future. That is fine, but if a pay for a part, I expect the part to last a reasonable amount of time.

  Business Response

  Date: 09/03/2023

  Good Morning

  We have made a very reasonable attempt to resolve this complaint with this customer.  We stand by our warranty of 1 year on service parts and 30 days labour.  Unfortunately the previous motor was installed over 2 years ago.   We do not manufacture the parts and the parts warranties are set by the manufacturer.  We offered to significantly reduce the cost of the part for this customer at a substantial loss to our business.  The customer also asked to be reimbursed for a maintenance plan she purchased through us.  The refund for the maintenance plan was processed March 8, 2023.  

  Please let us know if any other information is required or if we can help answer any questions.  We truly value our customer's business.

  Customer Answer

  Date: 10/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: to receive a new part, I would have to pay around $650.  Ship tons says they are waiving service fees and paying for a portion of the part.  I said I would agree if they paid 50% of the new part and waived installation fees.  I would pay my portion of the taxes. I was told the part would cost $800 at cost.  I am willing to pay $400 to $500. I am already out for the original part $1200 plus the recent service fee of over $100 dollars of which they have made money off me.  The maintenance agreement that I paid for would have been refundable under Ontario's "cooling off period" and did not cost them anything.  I don't want to spend any more than this because I don't have a lot of trust in this process.
  
  Sincerely,
  
  ********** ******