ComplaintsforSpring's Servicing & Heating Ltd.

• Initial Complaint

  25/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July, 2022, I called for assessment and quoting for a new AC in new townhouse. the businessman came and sent me the quote after he walked through the house and checked electric requirements (there is AC rough-in in place). I chose one of recommendation from the quote and got AC installed at balcony a few weeks later. However, it is nightmare after installed the new AC and turn out to be extremely noisy. the vibration came through the window/wall next to the living room and drive me crazy. I tested the sound decibel is about 73/74 which is exceed hearing tolerance. I told the installation tech to hold the payment while seeking for a solution. a couple days later, the businessman came to investigate the issues and he noticed that is too noisy. he contacted with ******** for quiet AC unit and recommended for swapping with ************************* for additional $700 work. he mentioned this unit might not be as good as ******** due to warranty and quality, but might reduce the sound level a little bit and there will be still noisy due to the location. everything seems to be reasonable at this point? well, he did assessment and did not mention any potential issues (noisy) for putting a AC unit (I don't feel they are professional in this field). when I called back for quoting to swap out unit, the quoting has increased over $2900. they explained that $700 is the cost of difference of new unit and the remaining is labour cost for swapping out. (i feel like rip off as I have no choice either to keep it as is or pay for the price!!!)I don't think this is fair business practices. they had good reviews though, but when it comes to issues, they don't always cooperate to work with solutions.

  

  Business response

  08/09/2022

  A proposal was sent to Mr. ** on July 18th,2022 with 2 options for installing air conditioning in his home. The proposal was viewed by ********** 5 times prior to him accepting option 1.

  The installation was done properly and adhering to all regulations. The installation crew did take a noise level reading of the outdoor condenser and the reading showed the proper decibels for that particular unit. The noise that ********** is referring to is the vibration noise coming from the location of the unit. The unit is on ************** deck next to the dinning room which is separated by a window. The rough in for the air conditioner was completed by the home builder who dictated the location of the air conditioner and not by our company.  The noise is a location issue not an equipment issue.

  ********** was told this at the time of visit with ******* after the installation was completed. ********** refused to pay our installation crew after the work was completed thus a second visit from ******* was required. During *******'s visit, ******* did offer to install the ******* **** unit but again, ******* did say that he could not guarantee that the noise ********** was in fact hearing would be resolved.

  At this point ********** did not want to go with installing the ******* **** unit and instead asked for a $500.00 discount off the original price. ******* agreed to this discount and left the clients home with payment. Two days later ********** called our office asking for a quote to install the ******* **** unit and a quote was sent to ********** via email. The price quoted for the ******* **** includes labor and equipment upgrade.

  We feel that we have done everything we can as a company to offer options however, ********** seems to be difficult to please. We do not feel that ********** is justified in his complaint and we are unsure on how to appease him.

• Initial Complaint

  29/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2021 11 26 at 9am service tech came to do routine maintenance on Furnace. 4pm Mother in law and special needs son at home I left for overnight hunting trip. Furnace was on during day from what I recall. Wife worked 8hours at home and then 7.5hrs at regular job downtown. Mother in law complained about how cold it was in house, unbeknownst to me. Wife came home nearly at midnight and didn't know what was wrong. My phone out of service. I came home on the 27th at 7pm and was told about no heat. Called emergency line phone number on sticker on Furnace. Called from 7 to 845pm. No answer, voice mail. Attempted ******** messenger, no answer. Called several more times. No answer. Went on website and found that I can email. Sent email, finally got a response, at 945pm. Asked for technician, was told no tech available, he's on a call. Tech called me, and stated only other tech available is in the morning 9am. Was told that I was not going to freeze and that my pipes would be fine. my house is ar 16 degrees, and has been for two days and now 2 nights going on 3 days. ******, on call receptionist texted me and attempted to explain no techs available. I was mad. 2 days no heat, Pregnant wife, special needs son and no heat. I stated you have a 24/7 add and I need this fixed. Refused to send tech. Tech stated to me he would be done at 1am from previous calls and wouldn't come out because he is " done" and it's only a few hours till morning tech could come. Asked for a refund, was told she would cancel the tech if I was getting a refund and would need to find a new repairman. Furnace was working fine, raved to initial technician I chose them because of their reviews on ******* Initial tech stated to me machine was in good working order. Very disappointed with service or lack there of. 2 nights without heat my family is suffering. it's -4 now what if this was -30. either way both situations should be treated the same. $149+5% tax should be refunded.

  

  Business response

  29/11/2021

  Good Afternoon,

  As per our correspondence on Saturday November 27th, we did respond to your email, text messages and had a technician out within 12 hours your initial call at 7:00pm Saturday evening.

  The furnace tune up was completed and the furnace was left running when our technician left Friday morning November 26th. Your wife would have noticed that the furnace stopped working throughout her 8 hour shift working from home. We would have been able to send a technician out Saturday if we had received a call regarding this problem earlier in the day. When we did receive your email, we were with emergency calls and did place you in our next available time slot, which was between 9:00am-10:00am Sunday November 28th. We did offer to have our technician arrive at your home early for 6:30am, to which you responded with, "I don't get up that early for anyone."

  When our technician came out Sunday morning at 9:30am, he found broken wires which could not have been detected at the time of service Friday November 26th. I have ******** pictures for your reference. If the weather were in fact -30 degrees we have had more staff on call as those temperatures are severe and full staff would be on to handle emergency calls.

  We will not be refunding the $149.00+GST for the furnace tune up as the work done was completed and our response time to your call on Saturday was less then 12 hours.

  
  Thank you

   

  Spring's Servicing & Heating Ltd

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