Complaints

This profile includes complaints for Simply Smart Home Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Simply Smart Home Inc

  7250 Keele St Unit 94 & 95 Vaughan, ON L4K 1Z8

• 

  Simply Smart Home Inc

  1010 - 2225 Sheppard Ave North York, ON M2J 5C2

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:11/03/2025

  Type:Billing 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.

  Simply Smart Home has been billing me 29.14 a month since my cancellation request back in May of 2023 until December of 2024.
  
  The total they have billed me to date sums up to about $525 (CAD) since the cancellation request.
  
  I initially called them to cancel their services in 2022 due to extremely poor customer service and upon calling them, I was advised that per the fine print, I cannot cancel their services until the end of the 5 year term. Based on this, as advised I called them again in April and May of 2023 to cancel my service upon reaching the 5 year mark. As I was verbally advised, the contract would by the end of that billing cycle (end of May 2023), I was assured that it was over. However, reviewing back the billing from ******** (which they billed me through), I have been billed since May of 2023 to date untill when ******** cancelled their affiliation with this company where they then emailed consistently asking me to update billing information directly in their platform. Further to that, they sent a representative in person to my address to ensure that the billing details are updated in the system at which point the rep validated that my services have indeed been cancelled and he only showed up due to an error in the system.
  
  I am looking to for reimbursement of all the money that I have been billed since may of 2023. The business has not tried to resolve the issue but only agreed to cancel the service as of 10th March 2025 upon enquiring about constant emails coming in asking for payments.
  
  This business as with all reviews is a **** that locks consumers in to contracts without any transparency. Upon doing so, they barely provide support or coverage as advertised. It is obvious that when contacted, they do not care about any disputes or service call requests and the information is not truthfully logged for tracking. ** **** **** ***** ******* ** **** ********* ***** * ***** **** ** ***** **** ** *** ***** ** *** ****

  Business Response

  Date: 21/03/2025

  Dear ******* ************,
  Thank you for reaching out regarding your billing concern. We sincerely apologize for any inconvenience this situation has caused and would like to work with you to resolve it as quickly as possible.
  We have attempted to contact you on March 14, March 17, and March 21 but were unfortunately unable to reach you. Additionally, we have reviewed our records and do not have any account, equipment, or active services registered under the address provided to the Better Business Bureau (**** ******** ***** Mississauga). However, we do have an account associated with you at a different address.
  For security reasons, we kindly ask you to confirm the correct service address on file so we can proceed with investigating your case and work toward a resolution. Please respond at your earliest convenience, and we will prioritize resolving this matter for you.
  We appreciate your patience and cooperation.
  Best regards,
  Simply Smart Home

• Initial Complaint

  Date:12/01/2024

  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.

  Someone came to my house from Simply Home and explain about house protection plan (Plumbing, HVAC) which covers the house and don't need to worry when problem happens in home.
  
  as explain, I bought protection plan on March 7th, 2022 and I been told that it's 30$ per month all time. I made pre-authorized so money was deducted automatically and I didn't notice they have increased the price (without any notice) to 47.26$.
  
  Now there was a problem in my house for plumbing. I called them and guy came to see problem, he said, we cant see issue until you break the wall. we cant break for you.
  
  I shock as I been told that they will take care for all issues. then I though let me take a quote for furnace from their supplier. they gave me 3000$ more price than market value.
  
  I decided to call the person who gave me this protection plan but she did not pick the phone. so I called customer support and explain the whole situation. they said we will give her extra session for training but it's not resolving my issue. I told them to cancel my service.
  
  Also, I took their email address from their site and wrote an email on Nov 23rd, 2023 for my service cancelation officially. I got the confirmation from their side for cancellation as well.
  
  Now they charged me for last two (Dec & Jan) months even though I gave cancel notice. I called and came to know from their billing dept. that they haven't received my formal email for that. I told, I sent email and got the confirmation from their side. so basically their staff did not communicate to their billing department.
  
  First she decline to give money back for Dec. month but then she was ready as I was having a proof. They sent me invoice for Thermostat, which they installed in my house. they charged me 598$, I asked them to take it back but they decline.
  
  I wrote an email and follow up 6 times for my questions but they did not reply to my any emails.
  
  I can provide more updates over the phone as there is a limit of character.

  Business Response

  Date: 22/02/2024

  Dear ****** *****,

  I would like to express my sincere apologies for the delayed response to your previous complaints. Unfortunately, we encountered challenges in receiving the notifications related to your concerns. Upon thorough review of our records, I am pleased to confirm that we successfully addressed and resolved the issues you raised back in November/ December 2023. We are committed to ensuring the satisfaction of our valued customers, and I appreciate your understanding in this matter. Additionally, I would like to extend our apologies for the delay in responses from our billing department. We acknowledge the importance of timely communication, and we regret any inconvenience this may have caused. Rest assured, we have taken steps to address the challenges in our notification system and have implemented measures to prevent such delays in the future. Your feedback is crucial to our continuous improvement, and we are grateful for your understanding.
  
  If you have any further concerns or if there's anything else we can assist you with, please do not hesitate to reach out. 

  Best Regards,

  Iryna P
  
  

• Initial Complaint

  Date:04/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  DO NOT SIGNUP ANYTHING WITH THIS COMPANY.
  I bought a water softener, water heater and home protection plan through Simply Smart Home. I was told its a rent-to-buy program and was given a cost that will not change for 5 years. I opted for it and then the cost was changed within the first year. I called they said they will fix it, then nothing. Second year, cost went up again this time I was told it related to inflation, I asked what about the promise of the price not going up, I was told they are looking into it and will get back to me, nothing after that. Sales guy Nathan(Nate) stopped answering my calls, billing department doesn't do anything and asks to speak with customer service, customer service asks to speak with billing to resolve bill issues. They payments have gone from 49.99pm to 64pm. With me being so annoyed, I asked to buy out the water softener, I was given a price by Berley of 4500 two months ago, I was like how is that possible for a $3000 product? Today, I called again after paying for ago, I was told that price is now 5500, so in two months the price of buyout went up by 1k for buyout. **** ******* ** ******* * **** ***** they say something but do something else together. Few of my friends bought the products from Nate and this company so I trusted them, we all are regretting big time signing with this company. They do no send any bills on mailing address or on email even after asking multiple times. No documentation for anything just random charges on credit cards that doesn't get resolved.

  Business Response

  Date: 11/08/2023

  Dear ******* *****,

  We are dismayed to hear of your concerns. Our records indicate you were contacted by a Customer Relations Manager regarding this concern; in which an amicable solution was reached. In addition, the terms and conditions of the Water Softener, Water Heater and Home Protection Plans were clarified. Simply Smart Home has offered to apply a 3-year price freeze on the account, the monthly rate will not increase within the next 3 years.

  We look forward to continuing our relationship on a more positive note. Please do not hesitate to reach out if there are any additional steps required from our end or if you need further clarification on any aspect.
  
  Kind Regards,
  Simply Smart Home

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Prices were increased and you froze the prices with current increased rate, I didn't sign up for that. You have not answered how a water softener buyout can go from 4.5k two months ago to 5.5k this month? Had the water softener price stayed the same, I would have paid 49.99+tax for 5 years which would have been 3389, now you froze the price for 2 years, not 3 years, so it would 49.99*1.13*12+61*1.13*12+64*1.13*36 = 4108 roughly for 5 years (without considering 5th year price increase), I am not sure how that is the same? Plumbing protection plan was supposed to be removed from Aug for my other property, now I am told it might take 2-3 billing cycles, so i am paying both ******** and you guys, why?
   
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/09/2023

  Dear ******* *****, 

  I trust this message finds you well. According to our records, one of our managers recently engaged in communication with you and successfully facilitated a mutually agreeable resolution to the matter at hand. We are pleased to hear that the issue has been resolved to your satisfaction.
  Should you have any further issues or concerns in the future, please do not hesitate to reach out to us. Your feedback and inquiries are of the utmost importance to us, and we are committed to providing prompt and effective solutions to any challenges you may encounter.
  Thank you for your continued trust in our services, and we remain at your disposal for any assistance you may require.
  Sincerely,
  Iryna P
  
  
  
  

  Customer Answer

  Date: 12/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:24/04/2023

  Type:Order 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.

  Water heater complaint
  
  
  In March 2022, I bought Unit ** ** ** ******** ****** in Brampton. This house came with a water heater rental installed by Simply Smart Home. After I took possession of the house, I called the company to ask for details of rental agreement.
  
  After this conversation, I was provided with the rental agreement that was signed by the previous owner and the new agreement that I needed to sign to take over. Upon review, I could see that the previous owner signed and agreed to a contract with a cost of $34.31 + HST. The agreement that I was sent stated a monthly fee of $35.61 + HST. Frankly, this should’ve been my first red flag but I reluctantly signed since I had agreed to take over the heater rental in my house purchase agreement.
  
  I was paying approximately $38 with taxes for the next few months before the monthly price went up to $40ish with taxes. At this point, I called them to ask why the monthly price had gone up and I was told that this was expected and that it was stated in the contract. They told me the monthly cost can go up and it was stated in the agreement.
  
  A month or 2 later after this conversation, the cost went up again to $42ish (the current rate I’m paying).
  
  I have gone back and reviewed what I signed and what they provided me, that the previous owner had signed. Nowhere in these documents, does it state the monthly cost can increase, especially in what they asked me to sign to take over the agreement.
  
  I wrote them an email almost 2 weeks ago, asking to explain and/or rectify the situation but I have not heard back.
  
  Had I known the cost can keep increasing, I would’ve never agreed to the rental. In my opinion, this is a breach of contract and I would like to not be in business with a company that operates with questionable business practices.
  
  I will attach the original email from 2022 where I was sent the original agreement from the previous owner and the agreement I was sent to sign.
  
  "SALES AGREEMENT - WATER HEATER - ***** ******** ******.pdf" is the agreement signed by previous owner.
  
  "ASSIGNMENT AGREEMENT - WATER HEATER - ***** ******** ******.pdf" is the agreement I was sent by Simply Smart Home to have me sign.

  Business Response

  Date: 24/04/2023

  Dear ******** *****,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience this has caused you. We understand that you are dissatisfied with the recent increase in the monthly rental cost of your water heater, and we want to help resolve this matter as soon as possible.
  We have forwarded your complaint to our billing manager, who will be in touch with you shortly to discuss your concerns and find a solution that meets your needs.
  We take all customer complaints seriously and we are committed to providing excellent customer service. We appreciate your patience and understanding in this matter.
  If you have any further questions or concerns, please don't hesitate to contact us.
  Best regards,

  Simply Smart

  Customer Answer

  Date: 24/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response is a generic response and doesn't provide a solution. I sent an email to *******@********************.com on April 13 with this concern and I never got a response to that either. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 05/05/2023

  Dear ******** *****,
  I hope this email finds you well. I am writing to provide you with an update regarding the billing issue you had raised with us. As per our records, our billing department has been working with you for the last two weeks to find a resolution, and I am pleased to inform you that we have been able to come to an amicable agreement.
  I would like to take this opportunity to thank you for your patience and understanding throughout this process. We understand that billing issues can be frustrating, and we appreciate your willingness to work with us to find a solution. If you have any further questions or concerns, please do not hesitate to reach out to us.
  Once again, thank you for your cooperation and understanding. We value your business and look forward to continuing our relationship.
  Best regards,

  ***** *

• Initial Complaint

  Date:04/04/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 purchased a **** smart thermostat from the company Simply Smart Home Inc. I have finished paying for the system. But I have noticed I am being charged 30$ plus dollars on my ******** bill. I spoke with someone in February asking them to cancel the yearly maintainance fee which is what the 30$ a month on my bill. So far it has not been removed. I do not need this service from the company. Could you help me reslove this matter.
  The Company name is Simply Smart Home Inc
  ********* ******** *** ***** ***** *** *** *** Phone Number:
  *** ********  Thank You, Sincerely,
  ******* ******* ******* ********

  Business Response

  Date: 05/04/2023

  Dear ******* *******,

  As per our records, your plan has been terminated in March 2023, you should not be charged for April and going forward. Our billing department will be in touch with you shortly 

  Best Regards,

  Simply Smart Home Team 

  Customer Answer

  Date: 05/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/03/2023

  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.

  Later August 2022, SimplySmart salesman came into my home to install a free smart doorbell. But he told me the voltage was not right. Then he wanted to check the water heater room. I showed him where it was. He used the time to claim that in order to install the doorbell, I need to change the water heater so the voltage can be in the right position or something. He showed me some articles that the energy bill dropped after installing the new tankless water heaters, and how good the other customers' installed tankless water heaters are, and how bad/ugly the inside tank water heater is. He even told me that I can sell the house for a higher price if we have the tankless water heater and new furnace installed.
  
  He claimed he will contact my previous rental company to cancel the contact, but since then, I have been charged both by SimplySmartHome and my previous rental company. I called them the first month I found the billing issue in order to get an answer and a resolution from SimplySmartHome. I was promised they will take care of it. But for the following months, I have been paying two tanks continuously. Whenever I received the bills, I called them immediately and they told me they will investigate why. I have been sending them emails every month and they never responded. Only after I sent an email about how they tried to sell me the tankless water and how I feel being ******* by them, one lady called me immediately to resolve the billing issue later Jan 2023! Yes, they credited me starting from the Dec billing and sent me the buyout cheque. But up to now, if you see my latest bill, along with the buyout charge, there is still the previous rental company fee. SimplySmartHome only credits me for two months up to now.
  
  I feel I have been ******* to sign the high utility rental fees. I even consulted the “Consumer Protection Ontario”. The lady told me no one has the right to offer your free stuff to enter your home to sell your home restricted products and services which include the furnace and water heater.
  
  If you look at my monthly bill, except for the rental appliances, the monthly utility bills are even higher, not something like a 50% reduction like the salesperson claimed. For the hot water, my parents and I have to wait and see the water flowing out for quite a while to have the hot water pumping out! That is how he claimed how efficiency the tankless water heater is.
  
  
  Even tonight, after I sent the email to ask for an answer for the billing issue, one lady called me very ****. I tried to explain and she even disrupted me to say what the problem was. I felt so annoyed and I have never experienced such a **** attitude. She even asked me “do I have other issues?” I really want to discuss that your salesperson was not telling me the truth at first, which is a sales pitch to me. But based on her attitude, I decided to bring my concern/issue up to BBB to see what solution there can be? * ******** *** ******** ******* ** *** *** ***** ** *** *** *** *** ** ***** ** ******** ** ** **** **** **** *****. *** **** *** ****** * **** ** **** ** ******* *** ******* ****** *** **** ******* *******

  Business Response

  Date: 10/03/2023

  Dear *** **,

  Our records indicate that one of our customer relations manager was in touch with and we able to address your concerns. Simply Smart applied outstanding credits to your accounts, it will reflex on your April billing.

  Please feel free to contact us if you have any other issues or concerns 

  Customer Answer

  Date: 10/03/2023

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

  For the billing issues, I have to wait until April to see whether or not it will be reflected correctly. For the latest bill when I called in, Nancy asked me "what the problem is?" She simply didn't listen to what I said and interrupted me. Here it is, I was trying to explain that I paid double billing for the last four months, but Simply Smart Home only credit me for two months, that is only Dec and Jan, and stopped for Feb. I have been sending my bills every months since this issue occurred and Simply Smart Home seems ignoring my requests every time. If you really pay attention to my requests, you won't only credit me for two months. Even until the latest bill, I should have received three months credits, which should be reflected on my bills.

  The billing issue lasting for such a long time let me don't trust Simply Smart Home any more.

  I want to discuss my two contracts with Simply Smart Home. The way you tried to let me sign the contracts initially is malpractice. I also checked those equipments prices online, they are way below the numbers on the contract.

  I feel it is a common practice to cheat the home owners to sign the contracts with little knowledge of those equipments.

  
  Sincerely,
  
  
  
  *** **

  Business Response

  Date: 21/03/2023

  Dear *** **,

  Our records indicate that one of our managers were in touch with you regarding the outstanding issues with the credits; we were able to come to amicable resolution and credited your account accordingly.

  Please feel free to reach out to us if you have any issues or concerns 

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I just received my latest bill. I don't see the double credits applied on my bill. I have no patience to wait for another month to check my bill to verify you are telling the truth.

  You asked me not to contact BBB if any issue again. But my complaint is still not resolved. I have been contacting you many time on the billing problem, but up to now, it is still pending and I have to wait month after month to check the bills

  Please resolve this asap. Have given you so many chances, no time to wait.

  
  Sincerely,
  
  
  
  *** **

  Business Response

  Date: 10/04/2023

  Dear *** **,

  The credit was applied to your account on March 15, you will not be billed for you water heater in the month of April and prorated credit will be applied to your May's bill. What you see on your ******** bill are the charges for the month for March 

  We will have our billing department to follow up with you and explain everything in details .

  Please feel free to reach out to us if you have any other questions or concerns 

• Initial Complaint

  Date:10/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Simply Smart installed on 07/28/2022 a new furnace and AC. They are suppose to issue a return notice to ******** (the old supplier). They did not do that part of the contract . ******** is still charging me for rental of their AC and furnace. I informed Simply Smart multipe times of the issue and did not get a solution to solve the problem. Due to this failure by Simply Smart, ******** has gone so far as to send collection agenies to deal with the discrepency.

  Business Response

  Date: 10/02/2023

  Dear Mr. *******, we sincerely apologize for inconvenience,  our records indicate that one of our managers was in touch with you and send a return form to ******** with request to stop billing and credit you back to the date of return. Please let us know if the issue with ******** billing is not resolved within the next 30 days and we will reach out to them directly. 

  Customer Answer

  Date: 16/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:25/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Hello,
  I signed the contract with Simply Smart Home (SSH), on 10 Mar 2022, for complete maintenance service at my house.
  
  October first week, I noticed that the toilet keeps on flushing by itself. I logged a service request- the plumber visited and said the flapper needs to be changed and requested me to wait 5 days when he will come with the flappers after they purchase. Later, I received a call stating that their plumbing manager (named as Tom) did not approve purchase as my toilet (******** ********) is custom built and SSH will not cover this.
  
  On October 11, 2022, I sent email to SSH enquiring why the flappers are not covered and a where it is mentioned in the contract that “toilet flappers or ******** ******** toilets are not covered”. Except sending the agreement, despite several follow ups, there is no response. When SSH sales team visited my home and we signed the contract why did not they inform me? What is the assurance that if another issue happens tomorrow, they will not say “custom built and is not covered under our plan”. I have been requesting them to explain me what is covered and what not, but there is absolutely no response. So if they cannot maintain my property and they term as custom built, then why should I be in a maintenance contract with them?
  
  Despite me asking them to cancel the contract and stop invoicing me, there is absolute silence from them. My monthly payments are linked to ******** Gas bill, so SSH is receiving their payments regularly.
  
  If I call customer care they say, they have no idea on the contract as Dispatch will take care. Regarding stopping the invoicing or cancelling the contract, Customer care says that I have to call to Billing. Finally my emails are unanswered and I am undergoing tremendous mental harassment by the ********* behavior and no response of SSH, whereas I am being forced to pay regularly even though there is “no service”. Need your help and mediation so that they should terminate the contract.
  ~******

  Business Response

  Date: 30/11/2022

  Dear ****** *****,

  We dismayed to hear about your concerns and we want to ensure you are one of our many satisfied customers. As per our records, one of our Customer relations manager was in contact with you to resolve any issues that you have and our service technician visited your property on November 28. We will be following up with you again tomorrow to ensure your equipment is working properly. 

  Best Regards,

  Simply Smart Team 

  Customer Answer

  Date: 03/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:13/09/2022

  Type:Order 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.

  My account was apparently been transferred to ********, or should I use the word “sold”. My buy to own contract is apparently non-existence with ******** and they charge an absurd fee to get out of a lifetime rental contract…

  Business Response

  Date: 14/09/2022

  Dear **** ****, we are sorry to hear about issues you are having with ********. One of our Customer Relations manager will be in touch with you shortly to better understand your request

  Customer Answer

  Date: 14/09/2022

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

  I received a call from your team who started off by arguing the issue is with ********, not understanding that the problem is that my contract is sold to ******** by Simply Smart Home without giving customers an option or providing details in the change of agreement, yet Simply Smart Home is still reaching out to new customers. I did not complain earlier because the two company merged or it was a business JV/partnership, ironically I also recieved a call from your company several times in the past few years asking me if I want to buy a new water heater from Simply Smart Home... Which is very frustrating... Please respond to my email and provide me the contract we signed, give me the option to buy out without unreasonable penalties. The difference charged by ******** should be covered by Simply Smart Homes.

  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 21/09/2022

  Dear **** ****, 

  As  per your request, we are attaching Smart Flex agreement for your water heater. You  can review section #15  "Assignment" where you will find an explanation about transferring agreement to another entity. 

  After receiving your response,  we reached out to ******** and escalated this issue to their management. Someone from ******** supposed to get in touch with you  to assist with your concerns.

• Initial Complaint

  Date:12/09/2022

  Type:Order 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.

  We pay $50/month to Simply Smart for a furnace/ac/plumbing protection plan. Our furnace was red-tagged by ******** Gas as carbon monoxide emissions were too high. We called Simply Smart to have them come out and investigate why this was happening. It took several calls to get an appointment scheduled. We finally get an appointment (one month later, I might add) and the technician didn't show up. Again, after several calls, we finally got a technician scheduled. He shows up, takes the cover off the furnace and says it's most likely the heat exchanger and recommends we get a new furnace. We asked him how he knows that it's the heat exchanger as he didn't take the furnace apart to investigate. He said he has no way of knowing for sure unless he takes the furnace apart and that would take hours. That's what we pay $50/month for so we expected him to investigate further. Unfortunately that didn't happen and we were told to order a new furnace or order a new heat exchanger and they would charge us $1,000.00 to put a new heat exchanger in. The technician also added that this may not be the problem or may not solve the issue.
  Basically, we feel we've been paying $50/month for four years for a service that we are not getting and we could have done ourselves. We have called Simply Smart to ask to get out of the contract on three different occasions and each time, the response is we need to pay out the balance remaining on the contract. (On three different occasions, they've told us different amounts remaining on the contract). We refuse to pay out the balance of the contract. We aren't asking for a refund, which we should be as we are not getting the service we paid for. We are simply asking to get out of the contract immediately with no further cost to us.

  Business Response

  Date: 15/09/2022

  Dear **** *********,

  We are sorry to hear about your experience and we want to ensure to we came come to amicable resolution, our Billing Department manager will be in touch with you shortly to resolve your concerns.

  Customer Answer

  Date: 15/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had asked to speak to the billing department manager a few weeks ago and was told they would be in touch.  They never did get in touch with me.  This seems to be a standard response.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 19/09/2022

  Dear **** *********, our customer's satisfaction is our main concern and we want to ensure we come to amicable resolution 

  Our records indicate that our Billing Department  Manager reached out to you last Thursday, September 15 and provided few option for you to review with your family. We believe we were able to resolve your complaint  today to your satisfaction.  Please feel free to reach out to us if you have any other issues or concerns