ComplaintsforGandy Installations Ltd.

• Initial Complaint

  20/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ************ Jan 5, 2022 from Gandy, they installed it. Chose Gandy as an industry leader in **** and were relying on their expertise. On Jan 13/24 we woke up to a very cold house with the furnace not working just a buzzing noise. The outside temperature was minus 14. We phoned Gandy 7:58 am told them (no heat). At 11:35 called again.. Tech called at 11:50 and I told him about buzzing noise and he told me to unplug pump that's on the furnace and check to see if its got water in it. He said it was probably the pump that was frozen. At this point we noticed that this pump had been installed by Gandy inches away from an outside fresh air vent. Tech informed us he was swamped and couldn't be coming to help today. By this time our house was extremely cold having not had heat for this extended time during minus 14 weather. We then put a small heater next to the pump for 1-2 minutes and then replugged the pump in, buzzing stopped, thermostat inside house started we reset the program got the furnace running. We called the tech that we got it running. We still wanted someone to come out and look at why this pump was installed by them so close to a cold air vent. Tech called and said he made a record of it. Jan 15/24 the tech arrived he took pictures of the set up and then he went to his van and talked to someone at Gandy's office. He advised that there was no other place to put the pump when it was installed and that we should shove a rag into the vent and leave the door open to the garage. We have been billed for $200 for this. Our issue is we were relying of Gandy as the experts and the pump was installed such that cold weather made our furnace not function. Reasonable expectation is that our furnace will run during cold weather. We want this pump issue corrected as well I don't feel that I should pay $200 for a call when the improperly installed pump is the issue. Advice of "Stuff a rag in it" does not sound professional or meet industry standards.

  

  Business response

  23/02/2024

  Hi ******, 

  My apologies for the frustrating incident with your condensate pump. I will issue the refund of your service callout fee, and will have the installation department contact you to provide an assessment of what we can do to prevent this situation from recurring. I have a few ideas of what may be able to be done, however I would like to get someone from the installation team to take a look and put a proper plan in place. Someone will be in touch regarding the rebate, as well as the plan for the pump. I am heading out of town for a couple weeks early next week, but will leave this with my installation and finance team. If you would like to speak further with me about this, please feel free to call me on the main line - my extension is 900, or my email is ******************************** I am in the office Monday, Feb 26th, and will Return on March 14th. Thanks for your patience with this and have a great day! 

  Customer response

  07/03/2024

  
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  24/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jan 15: Advisor showed up for a consultation appointment. He recommended furnace replacement. I asked about heat pump due to high energy efficiency and rebate, however advisor affirmed that brand new furance is better option and I will have $800 rebate for furnace replacement. Jan 17: Installers came over to install. I expressed my concern for where combustion air pipe was set up and and the installation of copper pipe. The advisor promised the manager would call back and no call. The advisor promised that **** will follow up regarding rebate but no call. Jan 25: I emailed the company as promised calls/emails were never provided.Feb 14: Jxxx emailed me about rebate and shortly after, sent a second rebate that I do not qualify for a rebate Feb 28: Txxxx emailed me that there was a confusion about rebate and that they will make adjustment to the system that I will be eligible for rebate.I attempted to get hold of Txxxx on Feb 28, March 5, March 10, and no answer.Mar 17: Txxxx finally got back and said she's been out of office and that she will set up for an appointment so I will be eligible for a rebate March 23: Installer was to come back for adjustment. No one showed up at the house.March 24: Mxx emailed me that the advisor was "unclear in explaining" and that they will reschedule for another day.April 6: I emailed both *********** for an update and no response.

  Customer response

  01/05/2023

  Hello *****,
  
  Thank you for looking into my case.
  My last name is *** and the home address is ****************
  
  Please do not hesitate to email me if you need any further information. I am currently out of country and the best way to contact me is via email.
  
  Thank you,
  
  *****
  

  
  

  

  Business response

  02/05/2023

  Hi *****, my apologies for the lack of communication. I have spoken to the people involved in the company, who were aware of the situation, however it seems that this slipped through the cracks somehow. We quoted you for a single pipe installation of a high efficiency furnace.

  We let you know that this installation would qualify you for the $800 ****** rebate - this was not accurate for 2 reasons: 1. the installation was done as a "single pipe" installation, 2. you had an existing high efficiency furnace and the rebate only applies to those who are upgrading to high efficiency. 

  Because we made an error in the information we gave you, we are happy to provide the $800 to you from ** directly. We will not need to come and add the additional pipe, as this will not qualify you for the original rebate, and the job was quoted as a single pipe installation. 

  I understand that there was an issue with a kinked copper line as well - can you confirm if this was addressed or not? If not, we are happy to come and fix that as well. 

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