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Complaint Details
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Initial Complaint
12/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Nov 30 2021, we placed an order for a heat pump with a deposit of $**** paid. We contacted them May5 2022, looking for an update; was told maybe late May early June. We contacted them again July 11 2022, told the request has gone to "project manager" . We called July27, 2022 asked to speak to anyone regarding status and once quickly put thru again put thru to project manager, no answer left message. We called again Aug 3, no one would help only "project manager" **** * ******* **** ***** **** *** ******* ** ****** *** ***** ***** ******* ** *** *** ******* ** *** ***** **** ******* *** ********* ***** *** **** **** ********** * **** ****
Business response
19/08/2022
Thank you for reaching out to us with your concerns. We have several people working in the heat pump replacement department and it appears no one took ownership regarding communication on the equipment backlog and scheduling for your project. Our division manager has connected with the client and resolved both the lack of communication and set a projected installation date based on anticipated equipment arrival dates.
Initial Complaint
30/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We contracted with WestBay Mechanical to supply a HVAC system to our home in renovations in October 2021 and placed a $**** deposit at the time for work to be completed. In February this quote was reworked to change to another unit at the suggestion of WestBay. The ducting and airmover were installed in March 2022. Since this time there has been little to no phone calls returned from this company. Both my husband ***** and myself have had conversations with ******* and ***** about our system and are being told they have no way to answer or have a unit for our home. My husband gave ***** a suggestion to use another unit (different brand) compressor to run our home until our unit is available but again, no return phone call, no response... nothing. Their actions and lack of response is by no means meeting the recommendations I was given for this firm. Plus now we are stuck at the worst time of year trying to get another unit installed to get us through the heat coming.Business response
31/05/2022
Thank you for reaching out with your concerns. Deposits are taken on all contract proposals which allows us to place equipment orders with the manufacture's suppliers. Government rebates help guide the equipment selection specific to each home. Daikin ductless equipment is manufactured in China which has been experiencing major production and shipping issues due to Covid-19. We currently have over 200 hundred orders with yours being one of the oldest. The outdoor unit required for your project is the main component which is on back order. We have completed the ductwork and the main indoor unit is installed thus switching to a different manufacture 50% through the project is not viable nor will it allow for compliance with the government grants you are applying for. We are working with the supplier to try and expedite the last components to complete the project and had left a detailed message on Friday May 27th on your husbands cell phone with this information. I have asked ***** to follow up again today May 31st with you after reviewing ETA with the suppliers.
Customer response
31/05/2022
I have reviewed the response made by the business and find that this resolution is satisfactory to me.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.