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Complaint Details
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Initial Complaint
23/08/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
In 2017 South Fraser Heating and Cooling installed a high efficiency ***** furnace, 2 stage ***** heat pump and high efficiency water heater. Over the years we have had little annoying issues with service provided. They left caps off the schrader valves, left the heat pump disconnected from the power supply (after a yearly checkup). They take months to respond to service requests. This year the HVAC system would go into a "Wait" state and the temperature in the home was over 80F. When it did function it was unable to keep the temperature below 75F when it was set at 73F. My husband fell ill for a number of days and had a temperature of 102F. He was off work and recovering from open heart surgery. He is 68. After waiting for an appointment close to 2 months the technician made mistakes checking the air flow restriction. He said it would take along time to clean the A frame and after realizing he forgot to reset his sensors he said the A frame was clean. He didn't check the system to see how it operated and why it went into a "Wait" condition. He set the heat pump on the 2nd stage and hooked his gauges up backwards and told my husband, Joseph Lowe, it was low on refrigerant. Joseph argued that it was a heat pump and it shouldn't be low on coolant. It isn't an AC unit that sits idle, half the year. He realized he hooked his gauges up backwards and said the coolant level was fine. Told my husband, he couldn't find anything wrong with the system. He didn't check to see how it operated under its own settings! He made one adjustment and reduced the wait time to 3 minutes and that has made no affect on correcting the problem. Joseph Lowe have started calling several times a week looking for someone to call him back to explain why they are not attempting to fix the problem. Each time he was told someone would call...still waiting ...over 3 weeks now.
Business response
08/09/2022
Unfortunately we did have a very busy summer and being short staffed it did take a longer time than we would have liked to respond to this service request. We apologize for that. Our Service and Installation Manager did reassign another technician to go in and the issues have been resolved. We found the thermostat was faulty and was changed under warranty. The system is now running fine.
Customer response
08/09/2022
Complaint: ********
I am rejecting this response because:The Thermostat has not arrived yet.
The NEW thermostat has to be used to see if the problem is actually the old thermostat.
Companies response is a bit premature
Sincerely,
***** *****Customer response
18/10/2022
Honeywell, not South Fraser Heating, supplied a refurbished thermostat. A rep from South Fraser Heating attempted to install and ran into problems. He reinstalled the old thermostat. My hubby contacted ********* and was able to handle replacing the thermostat.
System seems to be working fine but the real test will come with hotter weather.
You may close the complaint.
Thank you for your assistance
Initial Complaint
08/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called them to service mini split AC system not cooling. Service tech shows up offers 3 levels of service packages, 499, 999, 1499. With 1 yr guarantee. I select $1500 package. Tech finishes job while im at work but says AC not functional, wants payment. Says will look into ordering parts. Called them a week later, they said cant get parts, its my responsibility now.. lead tech Tyler admits service tech should have done diagnostic first . I was not satisfied, asked about replacing unit instead, he offered replacement for $9800 and $1000 credit. Price seemed high, so I got 2 other quotes from other HVAC companies for $5300 and $5500! Uploaded a RECENT quote for system as evidence. Asked for partial refund, they have ignored my emails. I believe my request is fair. I would like $1000 refunded.Business response
08/07/2022
Our company, South Fraser Heating and Cooling was the Company that provided the alternative estimates that are attached to the complaint. We did not provide the service *** ***** is describing as we would not have a 3 level service plan as he describes. Also, Tyler, our service tech, commented the other company should have performed the diagnostic. Please confirm with *** ***** the name of the Company that came initially to service his Air Conditioning.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.