ComplaintsforPacific Coast Heating Services Ltd.

• Initial Complaint

  09/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to the house on January 13, 2023 they immediately took the furnance apart without giving us a quote. They left us with no heat for 4 days. They did not give us warranty and labour warranty that says on their flyer 10 year on parts and labour. I called them to come fix the furnace after they charged my mother over $2,000 they came back on Monday at 4pm and demanded another $200 after they took over $2,000 from my mother on Friday and left us with no heat. On the flyer it says GST free for seniors and they charged my 85 year old mother over $100 for GST and charged her twice for service calls over $300. They should have first told us the furnace needs these parts and give us an estimate as I be***ve they just wanted to take our money, as we were forced to have them finish the job. They told me they are not coming back to service the furnace and told us to get lost. I called their head office on Hastings and was told to get lost and not phone them again. The service from Anthony is so bad, that he actually verbally ********** my elderly mother, how can BBB accredit this company as in good standing? Their flyer is false advertising as Anthony said he is not a gas fitter to fix the furnace but yet they charged my mother $2,000 for the 2 hour repair, left us with no heat for the weekend, then on Monday Anthony came to the house and ********** me not to call his head office. He demanded another $200 from us and I told him we just paid you $2,000 on Friday and why he did not include that small part on Fridays invoice, as he charged us another $200 on the Monday and left us with no heat, and charged us over $100 for GST, did not give us warranty in writing, told us to never call them again, as the pipes in the house keep banging and they will not call us back. How can they send flyers saying, Bonded, Insured, and Licensed and GST free for Seniors, 10 year warranty parts and labour, free installation estimate? Their invoices Jan 13 and 16, 2023 for $2,300 is high!

  

  Business response

  08/03/2023

  Dear Sir or Madam
  
   
  
  We are sorry hear about our consumers experience and would like to resolve the issue amicably. Our intention is to provide assistance with our affordable pricing and genuine knowledge . We value our c***nts and care for their needs. We have acknowledge our c***nts concern and wish to present an explanation of our dealing and services with the customer.
  
   
  
  We received a call from our c***nt Mrs. *. ******** on Jan 13, 2023. Mrs. ******** mentioned she was having issues with her boiler producing insufficient or no heat.
  
  Mrs. ******** required our emergency help and we gave our service call fees of $129.00. C***nt had mentioned they were concerned for her elderly mother living at:
  
  **** ******* ** West Vancouver, the residence requiring our assistance. We acted immediately upon our c***nts request and arrived at c***nts home on same day and diagnose the problem with the furnace. We confirmed with c***nt and their parent the issues and part replacement required (as on invoice). We added our complimentary flushing out the zones (generally costing $289.00 or higher depending on number of zones) to restart the system fresh and filtering out any air within the heating system.
  
   
  
  We had given the c***nt an estimate prior to performing any work. Mrs. ******** agreed with our quote and did not want to get second a opinion as she was not happy with previous companies. C***nt was notified the furnace is 35years old and replacing the whole system is also an  better alternate option to continuous repairing. C***nt was satisfied as our technician had checked the heating from the furnace and left it functioning after the repair. We visited residence few more times there after to light the pilot light at no charge as they were experiencing no heat. It was suggested to change the thermocouple. Therefore the c***nt agreed and has had no problem with their heating system since as shown on the January16, 2023 invoice. In addition c***nt was given warranty information over the phone by our technician Ryan and was sent invoices via email.
  
   
  
  We are glad to be able to assist our c***nts with the best ability and continue to serve consumers morally .

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because it is not true.

  The first time they showed up at the house they immediately took the furnace apart, and left us with no heat for two days.

  They dismantled the furnace so we had no choice to have them put it back together. They never gave us any estimate before they started to dismantle the furnance. If they had told us up front this is a $2,200 repair we would have stopped it immediately and called our original repair people.

   

  When Anthony came back on Saturday morning to turn on the heat he was upset that he had to come back, as this was their mistake. Then on Sunday the heat stopped and it is cold outside and we needed heat, so on Monday at 4 Anthony and his partner came and insisted that the ignition is not their job and charged my mother another $180 to light it and replace the small part, which they should have waived that fee.

   

  The pipes in the house are still banging and needed flushing or attention and Anthony came back and charged my mother again to have another look at it $180 and told my mother never to call them again and they say they give one year warrantly and it is no where in writting. When I called their head office they were not very cooperative and said the invoice is the one year warranty, but I do not accept that as they told us they will never come back to repair the furnace.

   

  On their invoice it says seniors do not pay GST but they charged my mother GST and they even charged the initial service call on top of their $2,000 bill.

   

  The furnace is very important if they cannot provide customer satisfaction then they should not be in that job as I found them to be **** and very unprofessional at their job of repairing the furnace.

   

  We should get back at least $500 as they charged us the GST and at least two service calls, they should have given us a quote up front before starting the job. We are seniors and we have been taken advantage of. They need to remove their ad stating GST included for seniors, call for a free installation estimate, Tune-up Special for $89.

   

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

  

  Business response

  16/03/2023

  In response to complaint: ********
  
   We would like to bring the focus again if missed on our ear***r response:
  
  Our technicians from Pacific Coast Heating Services have visited c***nt home 5 fives times and was only charged twice hence providing c***nt with 3 free visits worth $189.00. Considering the service calls by c***nt were during the time of year with snow and icy road conditions. Once again we can still offer you $25.00 refund as our final offer.
  
  Hence this said, again repeating ourselves as on our very initial response, c***nt was suggested to replace the 35 year old furnace as alternative to continuous repair. We have provide our promotion in last response where we mentioned that we give financing options on installations and a complementary (free) estimate from our technicians.
  
  Once again from last response after diagnosing the issue we quoted c***nt for our services and gave them a  choice of second opinion as we cannot move forward without c***nt consent to order parts or do further services. C***nt was not pressured in any way.  In fact c***nt wanted our services as they spoke badly about another company and called us back 5 fives times and we sent our technician that many times until.
  
  We like and appreciate when our c***nts calling us back for our services and will go above and beyond as we have with our 5 visits in bad weather conditions and given them 3 free visits. But unfortunately in this c***nts case we were hesitant to give our services any further.  As the c***nts and her mother were  harassing and using foul language towards our technician while they were trying to work.  If that was not enough c***nts mother threw their slipper at  our technician.
  
  Following this experience and hostile behavior our technician did not make remarks instead we had no choice but to further decline our services to their residence.
  
  If c***nt is willing to behave with our technician in a decent and civilized manner we are willing to provide service. If not, we do not want to move further as we have given more than enough of our precious time to respond and been reasonable even though c***nt treated our technician disrespectfully.

  Customer response

  19/03/2023

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

  Shocking **** that this company and its representatives *** and write this nonsense, as my mother and I never ever used bad words or ***** * ******* at them. These people are really bad liars and should not be trusted.

  I used to work in investigations for the Federal and Provincial Government and I am samewhat familiar with this type of behaviour. As I had my phone on during the visits to the house while I was there and there was no bad language. As a matter of fact Anthony was very upset coming to our front door and not greeting my elderly mother and I with some level of courtesy and respect. We paid their over inflated bill and now they *** saying we ***** * *******!  My mother can hardly even bend down and she has never talked badly or ****ly to tradespeople. 

  Really shocked that Anthony would *** as he knows the truth and the truth is that Anthony is **** and just wanted to take our money and run. Then turn around and tell us to get lost and do not call again.

  If Anthony could have been a little nicer and spent a couple of minutes to assure us that everything they did is to code and finish the job properly and with a warranty receipt and label the items they replaced as this is standard procedure, I think we would not be making this complaint. We still ask for the $300 that they charged us twice for the service call on top of the repair bill that I be***ve we have been overcharged.

  How can they call themselves professionals if they *** to the customer and your Better Business Bureau. This is the first time and the last time we will ever deal with this company as they are liars and over charge and take advantage of elderly women like my mother and I. NO MORE ****!

  Sincerely,

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

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Dec 2021, right before Christmas, my furnace completely quit. I called the number posted on the unit for repair. "Anthony" came out within 24 hours, on Saturday. He advised it has to be replaced, repair is no longer an option. This was when we had a very serious drop in temperature. He said he would bring me a space heater - he did not. He came on Monday to do the installation. I couldn't be there, but my neighbour had the key, let him in. I said I would be back early to meet him before he left. I got home at 4:30 - he was gone. There were things he was supposed to go over with me. This is apparently MANDATORY. I had no instruction/owner's manual or warranty papers. This is also MANDATORY. I called him several times, he gave me attitude. He said, "*** ***** **** ***** **** ** ***** **** ** ****." I didn't know where the filter GOES INTO THE UNIT, HOW TO ACESS IT, WHAT SIZE TO BUY and HOW OFTEN TO CHANGE IT to NOT VOID THE WARRANTY. I had no information whatsoever. I sent him 2-3 emails over the next couple of mo's asking him to provide the owner's manual, warranty, and to return 2 5-6' lengths of MY copper pipe he removed from the hot water tank, ( which he also replaced, the paperwork is stuck to the tank). He insisted the manual & warranty were stuck to the furnace -- I can't find it. It's been almost 6 months, he has given me no documents except his invoice. I sent more emails. Now when I call him, he's rude, and wants nothing to do with me. Meanwhile, I still have no manual or warranty which is all he needs to do to FINISH THE JOB. It'll only cost pennies to mail. I will contact ****** ****** to see who will service my new unit because I do NOT want him back in my house. I DO want my two lengths of 1/2" copper pipe returned as requested 5 months ago & 3 months ago and one month ago.

  

  Business response

  08/06/2022

  Hello

  1-Warrant on your new furnace it goes by the model and serial number located on the right side of the unit.

  2- we called you couple of times to stop by but unfortunately you were busy as you are always,even when where installing your new furnace.

  3- you have show no respect to our technicians And calling them thief, I don’t know what pipe you are talking about but we will send you $100 cheque to just keep you happy.

  4- we left all the documents that belong to your new furnace and if you can’t find it that’s not our problem .

  5-we can send you some other technicians to go though everything with you for free and show you where the filter goes and please when you are hiring a company to do something at your home just try to be around cause for us to make another trip is not convenient and also it will cost you $250 for a service call.

  thank you

   

  Customer response

  11/06/2022

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

  1.  I know the model #.  If the serial # is located on the right side of the furnace, I will NOT be able to access it because it is now against the cement fireplace wall.  
  2.  Anthony had both numbers - I did not find any messages on my answering machine at home or work that anyone was calling about the dropoff.  I had indicated twice this could be left in the carport by the basement door.  Because this was an emergency replacement, there was no time for me to make prior arrangements with my employer to be absent from my job, which is more than full time.   
  3.  Please reread my statement – I never said anything was stolen & didn’t call anyone a thief !!  When Anthony responded to my  EMERGENCY, he said he’s serviced this furnace multiple times over the years.  He remembered my husband.  So I trusted him & his team to do a good job, & they did !!  I had no problem leaving them in my home unattended while I had to be at my job.  He was very  polite, very accommodating, understanding of my husband’s recent passing, and gave me a fair price.  The copper piping was simply scooped up in the metal scraps & debris along with the old furnace & components for recycling. It was kind of him to offer to take it away as I could not.  I indicated upon initial contact if the copper was still in the scrap bin, please bring it when a copy of the owner’s manual & warranty were being dropped off.  There was NO disrespect or thievery. 
  4.  Concerning the documents, I’ve searched for them -- I don’t suppose anyone remembers WHERE these were left in my basement …. The Hot Water Tank documents were stuck to the side of the tank.  I have obligations with this furnace which I must carry out or the WARANTY will be VOIDED.  Without the documents, I have no idea what they are – my husband took care of that.
  5.  Obviously if I could have been there for the day, I would have.   If my absence was a problem, why did the installer agree to it ?  If you can just send me the manual & warranty, I’ll figure out the rest  myself.   
  
  Sincerely,
  
  *** ****

  

  Business response

  14/06/2022

  Hello

  ****** the manufacturer doesn’t provide any kind of documentation for warranty purposes,even if you got the home owner manual there is no specific documents for product warranties.there is 10 years warranty on every ****** product and if anything goes wrong with your furnace we can claim the warranty based on serial and model number which is on the furnace and if you need those informations we can stop by and provide that by taking the front panel off,you will never have any problem with ****** warranty even if you use another company down on the road just remember all you would need is both serial and model number period.

  Pacific coast heating will still offer you the $100 dollars for the inconvenience and will be always glad to help you out.

  we can stop by anytime at your convenience as long as it’s not weekends or statuary holidays to provide you with all the information that you would later need for your warranty purposes as well as how to replace the filter.

  you can call Anthony @************

  thank you very much 

   

  Customer response

  19/06/2022

  
  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. I would be happy to meet with Anthony at a mutually agreeable time.  I will call to make the arrangement. Thank you.  
  
  Sincerely,
  
  *** ****

*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. ↩