ComplaintsforCanadian Care Heating & Cooling Ltd.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *************** of Canadian Cares ******************************************* answered my call on 30 Oct 2023 to attend to a technical problem with my hot water as it was taking time to reach the optimal temperature of 120C.He told me that he would schedule for a technician *** the next day (if one was available) to drop by and check the hot water system. He also told me that the technician would fine tune the boiler and hot water tank system and that a one year warranty for the service provided was a guarantee.The next day his technician *** arrived and checked the hot water tank and told me to monitor the system as the ******** might be faulty. He did NOT check the boiler or any other part of the hot water system neither did he tune the hot water system. He took the information he needed to find the **** **** for my hot water tank.As he left, he told he would be in touch when he located the spare parts he needed.I called *************** to report the circumstances but he now refered me to Technician *** to follow up.So far to date, Canadian Cares Heating and Cooling is not responding and this promise of repairs and one year guarantee is misleading. They are NOT honoring their promise after the bills have been paid.

  

  Business response

  14/12/2023

  Dear Mr. ********
  
  I'd like to take the opportunity to explain what happened when I sent ************** out on a regular service call November 15th, 2023.
  
  He diagnosed the problem and said that you needed a part knowing it might take a week to get it.
  
  Unfortunately, our supplier had problems with locating the part thus causing a delay.
  
  The Tune-Up was scheduled to take place after the part was installed and we would have guaranteed our work for one year.
  
  Unfortunately, it took longer than expected and you've now fixed the problem yourself.
  
  Now although you've put in the part you're self we can come back and finish the job.
  
  Regards,
  
  ******

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because Canadian Cares left me in limbo without contacting me on when the part would be replaced.

  i had to find the right part with the help of my friend and helped me to fix.  The hot water system has been working fine without any problems for the last 40 days. I had to pay $160 for the ******** and I had to pay my technician friend $60 to ensure it was fixed properly.

  Canadian cares does NOT care as they left me without my hot water for almost 2 weeks in the cold winter.  

  The least they can do is to refund $208 which they charged for doing nothing and without  following up with the customer.

  if they do NOT refund, my next step is to ensure that I take this complaint to the next level.

  Sincerely,
  
  *******************************

  

  Business response

  15/12/2023

  Dr ********,
  
  You've mentioned that we didn't do anything for your money but we sent a technician out on a next-day no heat call.
  
  He diagnosed the problem with the **** **** then ordered it from our supplier.
  
  Unfortunately it took a longer time to get it than we thought it would.
  
  We didn't ask for a deposit because we planned on coming back to put it in.
  
  With these facts in mind I can't in good conscience refund the no heat call.
  
  However I can offer credit to cover a future tune-up.
  
  Hoping this helps.
  
  Regards,
  
  ******

  Customer response

  16/12/2023

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

  *** of Canadian Cares came to fix the problem but never followed up with the customer until I raised it ******************** as a complaint.
  

  So, in fact since they never called me back, but after complaining to BBB, the part that was out of stock has mysteriously come in stock.

  So, Canadian Cares only responded after I complained to BBB shows clearly they have forgotten about me, so I paid for repair that never took place.

  Not even a phone call for 2 months even when your technician *** promised me he will call for sure when the part arrives.

  I need compensation as CANADIAN cares left me high and dry with no hot water in bitterly cold winter.

  I will never use your services ever again.

  
  Sincerely,
  
  ***************************

  

  Business response

  19/12/2023

  Dr ************************ have read your response to mine and would like to review the chain of events.
  
  You called us at 5pm on November 13. In response we sent a technician at 10am on November 14 at our next day rate of $199.00. The technician diagnosed the problem and showed you how to bypass the **** **** so you would have hot water.
  
  We then ordered the **** **** in a process that we thought would take one week. Unfortunately after many calls to our supplier we received the part on December 11 but by that time you had already put one in.
  
  We never took a deposit from you but provided a service call where the technician diagnosed the problem and offered you a temporary work-around solution.
  
  When we called to say the part was available for installation you then offered notice that you had bought the part and installed it yourself with the help of a friend.
  
  I understand how you paid your friend $60.00 and I hope that you will accept my offer to send you $60.00 to resolve this matter.
  
  Regards,
  
  ***********;

  Customer response

  19/12/2023

  
  Complaint: ********
  
  I am rejecting this offer but I would accept a 50% refund of the charges plus tax of $208 that I paid to Canadian  Cares Heating and Cooling.

  Thanks
  
  Sincerely,
  
  ***************************

  

  Business response

  27/12/2023

  Dr ********************** it's taken me so long to get back to you.
  
  I really had to think about my response.
  
  My concern is not the money but the allegation that we didn't deserve our no heat call-out fee.
  
  We pay our technicians extra for next day call-out so in this case we lose. 
  
  To resolve this matter I'm offering to refund you $100.00 + tax $5.00 = $105.00
  
  Regards,
  
  Duncan 

  Customer response

  29/12/2023

  
  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,
  
  *******************************

  Customer response

  15/01/2024

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

  refund from Canadian cares heating & cooling has not been received todate as promised by them.

  
  

  
  

  *********************

  
  Sincerely,
  
  ***************************

  Customer response

  23/01/2024

  
  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,
  
  ***************************

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