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:09/12/2022

  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.

  1.Date of transaction: 8/10/2022 2. Amount of money paid: $262.50 3. Business committed to provide 3 times per year comprehensive maintenance service of aircon and furnace at a cost of $600 starting June 2022. For the gas furnace tune up, there was a list of 12 itemised tasks; for the aircon tuneup, 11 itemised tasks.4. I personally witnessed technician completing only one task each; ie. changing the filters. The job was completed in less than 10 minutes. He issued me a receipt stating all the itemised tasks were completed when they were not. My wife who was around when these services were conducted in the previous two years confirmed that this is their practice every time.5. I brought this complaint to their management and was told that if everything is working and looking good they dont mess with it. If I dont like their service I can go look for another provider. In other words, we wait for your system to deteriorate and fail and then we will do the checks and servicing. This is not what preventative maintenance is about. This is not honouring the terms of the contract. We are not getting the tuned up system we thought we will get and realising the efficiency. I believe if he had completed all the tasks in the contract, it would have taken a good half to one hour. I am happy to pay $263 for a full job but not a 10 min job to change two filters. This is cheating. 6. Invoice number: 68159214-1

  Business Response

  Date: 09/20/2022

  Dear Tin Ho,

  The maintenance agreement is null and void; therefore, there is no commitment to return for additional visits.  The original agreement states that there are visual checks, which were done at the time of the visit. Everything looked good so there was nothing to fix or adjust. The mechanic informed you that both systems were operating correctly.  There is no need to pull apart equipment when nothing is wrong.

  As stated in our previous email, we have service charge minimums with a minimum one hour (for 5 minutes or 60 minutes), travel charge, and cost of filters, plus sales tax. We have refunded you the difference of the original amount you paid ... a check was mailed to you on August 19, 2022 but you have not cashed the check.  

  We did our part, you informed us that you were not happy, and have refunded you the money.

  Thank you.

   

   

   

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Aside from replacing two air filters and a quick visual at the adjacent electrical box, no other checks or cleaning was done. Just because the equipment is working doesnt mean it is working optimally, hence the need to conduct checks, cleaning and preventative maintenance on a scheduled basis.  If I bring my car for service and they just change the air filter, is that acceptable just because my car is still running?  The service contract states that its an air con and gas furnace tune up; so what embodies a tune-up? Just change two filters?  Did you measure the air con and gas furnace performance efficiency as you stated that you have done in the invoice? Did you clean the evaporator and condenser coils as surely they are dirty and would diminish overall efficiency?.  You are using a subjective feel criteria whether or not to do the tune-up when you should conduct the equipment checks using proper measuring devices to determine if the equipment is actually working properly and optimally. For the last two years, this is what you have been doing. Even though our equipment is relatively new, it will deteriorate quickly if not maintained properly. 
  I am asking for a 80%refund of all Labor charges for the last two contracts and this invoice. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Tin

   

   

  Business Response

  Date: 10/11/2022

  The invoice you reference is the maintenance agreement for a whole year which would have included three visits had you not requested the initial refund. The maintenance agreement states three visits per year and each visit has a specific process for each visit.

  
  The August visit was a visual check to ensure proper operation of equipment currently in use and to change the filters. The furnace would not be opened and tested in the middle of August. It would be completed at the next visit. Air conditioning tune-up is completed once per year including the coil cleaning which would be done at the April/Spring visit.

  
  You or your spouse signed every maintenance agreement and for all work done since July 2019. If you were unhappy over the last three years, we do not understand why you continued to request our services and continued to sign off on our work.

  
  We will not be sending any additional refunds for previous years or for the most recent visit as all work was completed and signed off by the customer. We already sent a refund on August 19, 2022.