Business ProfileforWestIsle Mechanical Services 2004 Ltd.

Unfair, billing practices. Because I didn't pay attention to the estimate for a repair of my heat pump, I was charged the amount of $450 per hour for a simple repair job. I made an assumption that I was sent an estimate, given that there might be new parts involved and an already established hourly rate of $130, When I did read the quote after the repair was completed, I noticed the estimate was a fixed rate and not an estimate. Therefore, instead of being charged what I assumed would be $130 per hour plus any parts and consumables which would have been $390 plus I was charged a $1350 flat rate. Not a happy customer and if asked about this company I will gladly share my thoughts. Buyer Beware.

Thank you for bringing your billing concerns to our attention. We deeply regret any confusion regarding the estimate for your heat pump repair and sincerely apologize for any inconvenience caused. We understand your frustration and want to address this matter promptly.

Our aim is to provide clear and transparent pricing to all our customers. We are currently reviewing our billing processes to ensure that estimates are clearly communicated and aligned with customer expectations. With that being said, the repair amount of $1,350 includes all parts, labour, warranty and shipping to complete the repair. This fixed estimate shows exactly what you will be charged at the time of the repair regardless if it takes more time or materials then estimated, Westisle will honour the quote. Your repair needed a weld-in bi-flow filter drier which the old one needed to be removed and a new one installed. Also a replacement piece of copper to be welded-in where it had rubbed a hole in the line. When welding copper we need nitrogen, silfoss, acetylene and fittings for each weld. Once the system was repaired, we pressure test the line set with nitrogen gas to ensure that there are no further leaks to the system and it is safe to release refrigerant gas into. After the system passes a pressure test we added in 8.5 lbs of 410A refrigerant to recharge the system and run the unit to ensure its proper operation. This is an in-depth repair with many materials used to complete as per manufacturer specifications.

I hope this explanation gives you more insight into our repair process and why the cost is quoted. Once again, I apologize for the frustration you experienced, and I hope that we can regain your trust in the future.