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Business Profile

Heating and Air Conditioning

Aqua-Temp Plumbing And Heating Solutions Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

This profile includes complaints for Aqua-Temp Plumbing And Heating Solutions Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Aqua-Temp Plumbing And Heating Solutions Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:16/05/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      In February my furnace quit working it was late Friday night I called the first company listed under furnace repair. A repairman came and after checking everything out he asked me if I wanted someone from aquatemp to give me a quote on a new furnace, I agreed. The person came Monday morning and after checking everything out gave me a price for both a furnace and hot water tank which I thought should be replaced. The price was 20,000.00 I told him that was way too much as I am a single senior and asked him to lower it and just put in the furnace he came back with 16,000.00 I was desperate and needed a new furnace he said that was as low as he could get. I didn't sign anything to give him the go ahead. When he left he said someone would contact me later that day to let me know when they would be coming,I thought that it would be a priority since it was February and I had no heat. No one got back to me so I called them Tuesday and was told that they would be here at the end of the week, when my daughter in Manitoba heard what it was going to cost me she started calling around and found a company in Prince Albert she sent pictures of my basement and gave them the particulars and they gave her a price of 8,900.00 for a furnace and hot water tank and they would come the following day because they considered it an emergency. I called aquatemp Wednesday and said that I was going with a different company when they asked why I explained that they were coming the next day and they were much cheaper. I got a call Thursday from "***" the guy who gave me the es***ate, saying that I owed him 600 and some dollars for 3 pieces of tin that he had to have made special for my furnace, I told him that I wasn't paying for it because I was going with another company and that he could have canceled it after I called on Tuesday he insisted I was to pay. We have had a few unpleasant calls and today I got a letter from a collection agency saying I now owe 768.12 I never signed a work order.

      Business Response

      Date: 20/05/2023

      AquaTemp presented 4 options for **** to choose from. Starting from a Platinum option down to a Bronze option. 

      2/4/2023 - **** called us our after hours to take a called us out to take a look at her furnace as it was not working. After diagnosis it was determined that the gas valve had failed. **** opted to not have the furnace repaired but to get a quote on replacement. 

      2/6/2023 - *** went out to present options for furnace and water heater replacements. Time spent on site was 3.5 hours performing a heat loss heat gain of the home and inspecting ductwork condition checking registers and ensuring that a professional install could be done. Options were presented at this time along with discussion as to why the options were presented and what issues were found with the ducting. *** ********** *** ***** **** *** ********* ** *** ***** **** had mentioned that she did not have a lot of money for furnace install. *** had mentioned that the additional items that were added onto the quote were necessary for a proper functioning furnace and system and that based on the duct size and the few return air ducts that were present for the size of furnace that was needed these were necessary if she wanted AquaTemp to install the furnace for her. **** verbally agreed to the bronze option, *** had asked several times as to whether or not she would like to move ahead with the furnace option and **** said yes she would.

      At this point *** asked how would she like to pay for the furnace install and **** said that she did not have that kind of money available at this time. *** said we do have financing options if that interests **** alternatively *** said that the bank would have better rates than what we could provide. **** said that she would go ahead with the Financing. *** and **** spent about an hour going through getting approved for the financing. At this point we went through the entire loan agreement and **** signed the agreement. **** also took about 30 minutes to read the document before signing it. *** ******** ********.

      *** had additional space heaters upon the visit and asked **** if she would like additional heaters until we could get the furnace installed and **** said that she had enough space heaters and the house was pretty warm. At the time of the visit the house was approximately 21 degrees C after having no heat from the furnace for 3 days using ****'s space heaters that she had.

      *** mentioned that ****** would be contacting **** to set up a time and date for the installation of the equipment.

      2/7/2023 - **** called in to check to see when we were coming out to install the furnace. ****** provided her with the dates of Feb 14th and 15th. *** ******** ***** ********* 

      2/9/2023 - **** called in to cancel the installation and ****** from the office advised that there might be a charge for the sheet metal that was custom built. At that point in time we were not sure if our sub-contractor had built the ducting yet or not. After confirming that the ductwork was built we were not able to cancel the order. This resulted in costs to AquaTemp for the ducting. AquaTemp was only looking for compensation for the ducting and none of the 3.5 hours spent on site, time to order the material and the equipment for the install.

      2/10/2023 - *** called **** to let her know that the sheet metal ducting was already built and that we would be sending the invoice to her for this ducting. This call was not recorded as *** called out on his personal cell phone instead of using the phone system at AquaTemp. **** agreed that she would pay for the ductwork over the phone but would like us to keep it so that she could pick it up and keep it. **** said she would be getting someone to pick it up. During the conversation we discussed the reasons why we had to bill for the sheet metal. At this time **** mentioned that the other company from PA was charging $9,000 to replace the furnace and the water heater. *** said that it sounds like they might not be doing everything that we were doing for the install and **** said, yes they were doing everything that we were and that they came out and to check the house out. *** asked if they were Page 2 of 2 putting the additional supply air runs and return air ducting into the house? **** said yep they were going to do all of that. *** mentioned then that is one heck of deal that **** was getting and that AquaTemp could not do the install that was quoted for that amount.

      Not sure of the date - *** talked with **** again to let her know that the tin work was still at the shop and that we still had not received payment for the outstanding invoice. This time **** said that she would not be paying the invoice and that the tin work was not needed and the other company just came in and slide the old furnace out and slide the new furnace in. At this point **** said that AquaTemp was ripping her off. I listened to ****'s rationale as to how we were ripping her off and taking advantage of her. I did explain that we were not ripping her off and that the install we were set to install was so that the system would operate for the life expectancy of the equipment and our installs are performed at with craftsmanship **** still felt that we were ripping her off. At this point I said I guess we will have to agree to disagree but that the amount is still owing.

      04/252023 - *** left a message letting **** know that her sheet metal is still here at the shop and that there is an outstanding invoice here in the amount of $768.12. If the invoice has not been settled by the end of the month then we would be sending this off to collections.

      04/26/2023 at 7:25pm - **** called back. The call lasted 7 minutes before **** hung up on *** **** saying to never call her again. During the conversation **** mentioned that AquaTemp was ripping her off again and that we had her by "the short and curlies" ****'s words not mine. I said at no point in time did I force **** to agree to have us install a furnace and a water heater for her. **** mentioned that she had no choice. **** also kept mentioning that she did not sign anything and that she did not owe us anything. I mentioned to **** that why would I come out to your home and spend 3.5 hours of my time making sure that we were going to install a properly sized furnace and ensure that all the ducting was going to work? I was asking questions which **** did not want to answer. *** also mentioned that while I was billing for the tinwork I was not billing for the time I spent on site, the time spent ordering materials from the suppliers and the time spent gathering information to ensure that we were going to have smooth furnace install and we were only billing for the tinwork. **** said she was not going to pay the bill and *** said that AquaTemp would be sending it to collections if it wasn't settled up.

      04/26/2023 - After *** was hung up I called back and left a voicemail saying that I felt it was rude to hang up on me that we would be sending the invoice to collections and it could hurt her credit rating.

      AquaTemp is only looking for restitution for the amount owing on the tin work that was built and shipped to our warehouse. **** gave me her word that she was going to pay for the tin work and signed the contract to have AquaTemp come out and install the furnace. **** also agreed to the dates for the furnace install.

      **** mentioned that the other company was going to install the furnace sooner than AquaTemp could install it and yet **** called to ask if I could cancel the loan through ********* so that she could get her furnace installed by the other company which was around the time that we would have had the furnace and water heater installed for her.

      ****'s comments have not been consistent with what the facts are.

       

      Customer Answer

      Date: 23/05/2023


      Complaint: ********

      I am rejecting this response because:
      What *** responded was not all true, I won't be badgered or talked to in the manner that he seemed to think was OK.  I was stressed out when he came here and thought I had no other option but to go with that company,it was never suggested that a bank would be a better option and regardless of how much time he spent here he would have spent the same amount of time whether I went with the company or not. When I said that I would take the pieces of tin that were made I thought that maybe the company I went with could benefit from them but when I called to ask if they could use them the owner told me that Aquatemp was basically charging me for extra things that were not needed to do the job and I was being taken advantage of. Had I been thinking clearly I never would have agreed to have Aquatemp put in my new furnace. Also I asked *** more than once to lower the cost and delete the some of the extras he had on his estimate and was told that the price he gave me was standard for a furnace replacement. 
      Sincerely,

      **** ******

      Business Response

      Date: 30/05/2023

      There is no additional information to add as I have represented the facts and backed the facts with documentation. Until the outstanding amount is paid in full it will remain with the collection agency.

    Aqua-Temp Plumbing And Heating Solutions Inc. is NOT a BBB Accredited Business.

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