ComplaintsforBennett Sheet Metal & Heating Ltd.

• Initial Complaint

  27/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 2, 2022, we reported a 411 emergency code on our Heat Pump to Bennett Sheet Metal. A fellow came out and diagnosed it as a faulty defrost harness. At that time, nothing was mentioned about a faulty control panel. A month and multiple calls later the harness was replaced on January 19, 2023. The invoice for $578.34 was paid immediately. The heat pump did not work, and the display showed the same emergency code. We called it in. The same tech was sent out, and this time he said the control panel was the problem all along, and when I pointed out that we'd just paid for a previous misdiagnosis, he said, "well yeah, but you might be able to get a deal on the part because of that. The electrical harness was 'low hanging fruit'." When I sent an email (typo on my part of $800) to Bennett regarding this, the response I received said the Manager would be informed and they would get back to me. The manager called my son-in-law **** and basically said, "oh well, these things happen". When my son-in-law emailed and requested this be put in writing, he was ignored. Verbally during the second call out, the tech had stated to me that he knew the first time around it was the electrical harness and/or control panel - so why would we be billed twice to diagnose the unit? We have tried to contact this company several times to get clarfication, but all we have received is a $300 labour bill to diagnose a problem that they had already diagnosed but never told us about the first time. Had they told us at the beginning both parts were needed, we would have had both parts replaced. This has been going on for three months at this point. **** * ********* ****** ****** **** **** ******* ** * **** ********* ***** ******** **** *** **** ******* ********** **** **** **** ******

  

  Business response

  02/03/2023

  
  
  The customer has recently taken ownership of a house that has a HVAC system we installed in 2012. This system did not get regular maintenance due to the original homeowners decision and is now outside of warranty.
  
  We received a call from the customer during the last week of November 2022 requesting an appointment for diagnosis and explaining the system was not running and had suffered some ice build up and an error code 411.
  
  We arrived at our earliest availability being December 2nd 2022 to diagnose the issue. After testing the system and it’s relative components, as well as checking for a possible refrigerant leak due to the systems pressures that were recorded, it was determined that only part that presently needed replacement was the outdoor unit’s defrost harness and it was possible there could be further issues. We explained the results to the customer that we would need to order the part and wait for it to arrive and then install it as soon as possible to which the customer agreed. There are 3 customer contact names on file, we reached out to them and they were made aware that it was possible the outdoor unit may require a defrost control board but due to the harness failing our testing procedure, and being a fraction of the price of the defrost control board, we would first attempt a repair with the defrost harness.
  
  Due to delays, we did not get the defrost harness until mid January 2023, and returned to install the defrost harness on January 19th 2023. After installing the defrost harness, the technician tested the system and based on the relative temperature/humidity outside it seemed to be working as per design and did not emit the error code previously seen. Shortly after, we received a call from the customer stating the system was not running properly, again setting an appointment as soon as possible being February 2nd 2023. The customer had asked us to clarify our procedures and explained they did not feel they should have to pay for diagnosis time but paid their bill for all work related up until January 31st 2023 which totaled $578.34
  
  The technician arrived on February 2nd 2023 to find the system suffering similar symptoms to our previous diagnosis. We did need to return to verify the new defrost harness was indeed functioning, and proceed to test the system based on trouble shooting diagrams as well as phone Lennox tech support to verify that we should indeed change the defrost board as a next step. This appointment was completed, and we recommended ordering the defrost control board and then return to complete the repair. This appointment resulted in an invoice totaling $283.50
  
  We received multiple emails and spoke to the customer over the phone regarding their concerns over our abilities and procedures. They made it clear they did not feel we should have come back to diagnose the issue further and that we should have just ordered the defrost control board. We explained to the customer that we try and do everything in our power to keep costs to a minimum but need to follow our work procedures to ensure we are making the right decisions. The customer agreed to pay the bill during a phone call around February 9th  - 18th , but would need to discuss with the other 2 homeowners if they would be calling us back for the repair.
  
  The invoice then became overdue as of March 1st 2023 and we phoned requesting payment as soon as possible. The customer stated he had sent an email again requesting clarity on our work procedures and would not pay until that happened. Our service manager that had already explained these details wrote another email later this day clarifying the situation and the were apologetic for any financial inconvenience this has caused but we are simply trying to provide reliable and accurate work. This email is attached for your reference.
  
  Later on March 1st 2023, we received an email from the customer stating that they will now not being paying the outstanding bill and that they lodged a complaint with the better business bureau. We did try to reach out for resolution but there was no answer at either of the two phone numbers on file.
  
  As it sits the customer owes us for diagnostic work performed on February 2nd 2023 totaling $283.50 and is overdue

  Customer response

  02/03/2023

   I am rejecting this response because:
  
  The business has continued to state that they provided information the entire time, but has only provided one email dated March 1, 2023, directly to the BBB as their “excuse” for their unprofessional business practices.

  We are requesting that they submit all written correspondence they sent us, dating back to January, that can prove they provided us with written information and confirmation. We repeatedly asked for same, but to date, still have not recieved it. 

  So far, all they have done is summarize their point of view as of yesterday’s date.

  Notably, none of us received information this fulsome the entire time, even though we called multiple times, and, as stated by the company, that we emailed multiple times requesting same.

  The only way we would even consider paying this bill is if the company GIVES US AN ESTIMATE, including WORKS NEEDED, PART INFORMATION and PRICE,  and an estmate and warrantee on the work done. We can then contact a similar company for a comparison quote and if they are similar, have Bennett Sheet Metal complete the work.

  If not, we will pay $10/month until the $280 is paid for.

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