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:14/03/2025

  Type:Customer Service 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 purchased a ** heat pump from this company in July 2020, I still have the invoice which I've shared with this company, my heat pump has been broke since dec 2024, they've came tried to fix it twice, through warranty, they said the second time " well just change all the parts since its under warranty.... now they say its not under warranty, but my invoice says 12 year warranty parts and labor. On ** website it says 5 years which is fine cause its not 5 years yet. now they wont answer my calls and sent me a bill for $150 plus tax. I shouldn't have gotten an bill as its still under warranty.
  I tried contacting ** but its mostly chatbots ,cant get through to someone.

  Business Response

  Date: 21/03/2025

  Thank you for the message.  We have been to this customers home to fix
  his heat pump.  The current owner purchased
  the company from the previous owner prior to this heat pump purchase and invoice.  **** are 5 year warranty however, we have agreed to fix
  this customers heat pump. Spencer Plumbing and Heating  technicians were there on a couple of occasions
  to find out the problem and followed up by ordering parts.  On another trip, the heat pump was fixed and
  was working properly when the technicians left. 
  We understand that it has since stopped working and Spencer’s will
  follow up with the customer within the week and will do what’s necessary to get
  the heat pump working properly. The invoice received by the customer is
  for a service call. 
  For clarification, labour or parts warranties from a company only pays
  for the actual labour time on the jobsite fixing the heat pump and or the costs
  of the actual parts. Labour warranties exclude time required for diagnostics
  , time to obtain parts and supplies, travel time , and other vehicle expenses
  such as gas and therefore a company will charge a standard service call fee.  The invoice that the customer received was
  for a service call.  We do our best to
  inform customers in advance about the service call fee so that there is no
  surprise.  Recently we started sending an email out to
  our new customers with their warranty certificate and an explanation of service
  call fees not covered by their labour and or parts warranty.

  Customer Answer

  Date: 21/03/2025

   I am rejecting this response because:
  My invoice says 12 years labour, this person bought the business, using the name of the business that installed my Heat pump, I’m not paying the service call charge cause they came twice changed parts and it still didn’t work, he is however getting me another part to change, but I have someone else to do the labour, I’d like to have no more contact with this company after I get my parts… Also B**** said I needed to register my Heat pump to be eligible for the 12 year warranty, but it doesn’t say that anywhere on the invoice and I also talked to the former owner of this business and he said that’s a lie, lots of lies from the new owners of Spencer plumbing and heating…
  
  

  Business Response

  Date: 31/03/2025

  Our company was pleased to provide you with the parts and warrantied compressor for your heat pump. We strongly suggest that you call the supplier of your ** Heat pump - Source Atlantic -  C**** R*** ************ to confrm the warranty on your machine.  We will wave your service call given the misunderstanding on the original invoice.

  Customer Answer

  Date: 01/04/2025

   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.