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:21/02/2024

  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.

  Dec 21, 2023 boiler shut down. Technician came with an apprentice. Read a code on the unit. Drove to shop, came back and replaced a switch. 4:30pm the boiler shut down. The technician had not seen the problem before. He asked my friend to assist with trying to remove a part. The technician did not ask his apprentice. Due to liability issues, my friend did not assist. It was now after hours (5pm). They do not have the parts. On December 22 2023, a technician and apprentice drove to Mississauga to pick up the parts (3-4 hours). Upon return, the technician installed the parts. The unit did not work. He called, several times to his boss, Andrew P***. They could not get the unit working. The technician called *** Technical Support in Wisconsin. They were instructed to: 1. Check the batteries in thermostat, which needed changing and 2. Tighten 4 screws which can come loose from natural vibration. The unit started. I received an invoice for $2030 in Labour ($630 apprentice & $1400 technician) and $325 in parts. Also a “Truck charge” of $30. Total with tax $2692.99
  The “truck charge”, increased from $10 to $30, in order to stock parts prior to call. What charge if you do not carry the required parts? *** *** ************ ***** *** ****** *** *** *********** *** *** ******. Why is the full onus on the customer for lack of inventory. I was never informed what the cost was going to be. When I asked the technician, he did not know. Why are we paying for their apprentice investment at $70 an hour for someone in training, who isn’t utilizing any qualifications? ***** ********* ******* ********** *** ****** ************ Mr P*** told me to pay the bill or will be charging me interest and will be sending the bill to collections. He didn't allow me the 30 days. Mr P*** does not offer credit card payments. * ***** *** *** ******* ******* *** **** ***** ** ** ***** ******** * ***** ***** ****** ** *** *********** *** ***** ** ** ********** I received a small discount.

  Business Response

  Date: 12/03/2024

  ** ****** ** ******* *** ************ ********* ** *** ******** ********* ***** **** *** **** ** ** ********* ** ******* **** * *********** ******* ** *** ********* ** ******** *********** ***** *** ********* ** ************** *** ***** *** ** ******** It is crucial to set the record straight regarding the events surrounding the service call mentioned.
  

  ******** ** ***** **** ** ********* **** ** **** *********** ** ********** ***** ********* *** **** ***** *********** ***** ****** ** ******* **** ********** Multiple efforts have been made to remove false claims across various online platforms, and we have been proactive in ensuring the accuracy of information presented.
  

  Regarding the specifics of the service call, we refute the assertion that a heat service call was initiated by *******'s "property manager" on behalf of the tenant. Our system identifies customers by name rather than address, and had ******* initiated the call herself, we would have addressed it accordingly.

  The call was received on Thursday, December 21st, in the afternoon. Our team, consisting of a Journeyman and an apprentice, attended the call en route from another assignment. Notably, the labor provided by the apprentice was credited following *******'s initial complaint on January 12, 2024. Upon arrival, our technicians encountered the Property Manager on site and promptly commenced troubleshooting the boiler, following standard protocol. The diagnosed issue was an ignition failure, a common occurrence. The initial attempt to resolve the problem by cleaning the flame sensor proved unsuccessful, necessitating its replacement, a part readily available in our inventory.
  After the replacement, the boiler resumed functioning; however, it ceased operation again approximately three hours later, prompting a second visit by our technician, this time without the apprentice and during after-hours. The subsequent diagnosis led to the replacement of the igniter and ignition cable. Although the required ignition cable specific to the boiler model was unavailable in our stock, our team promptly sourced it the following day from a wholesale warehouse in Mississauga. On December 22nd, our technicians returned to install the part, ensuring the proper functioning of the boiler. Additionally, they conducted necessary maintenance tasks, including cleaning the burner and combustion chamber, and conducted safety and performance checks before closing out the call with tech support.
  

  Regarding the disputed elements of the complaint:
  

  ******* was not present during the service call, and her representation of the events lacks firsthand experience. Our technician did not make the alleged statement regarding the unfamiliarity with the problem. At no point would our technician request assistance from unqualified individuals to work on equipment. Contact with the supervisor (not the complainant) was made for logistical approval, given the urgency of the situation due to impending holidays.
  Furthermore, allegations regarding the thermostat and loose screws are entirely unfounded. We provided ******* with a detailed invoice outlining all services rendered, including dates, times, technician details, materials used, and service descriptions, which was reviewed and signed by her property manager.
  In consideration of the circumstances, a discount was already applied to *******'s invoice before payment. However, we are unable to offer further discounts based on the completion of the necessary work.
  We remain committed to upholding the highest standards of service and professionalism and regret any inconvenience experienced by *******. Our priority is to ensure customer satisfaction while adhering to industry best practices.
  

  Sincerely,

  Andrew P***

  Customer Answer

  Date: 20/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A customer has the right to investigate if they have been unfairly billed, ******* ***** ******** *** ****** ****** *** *** ******** ******** * **** ********* ********* *** ********** ** *** ******** ********** ****
   
  
  Sincerely,
  
  
  
  ******* ******