ComplaintsforMannix Heating & Air Conditioning Ltd.

• Initial Complaint

  13/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a big storm on November 15th. * ***** ***** *****. The power was restored very early on the 16th, and we found the furnace not working. Ray from Mannix came to have a look. He said he brought new parts and tested them, including the control board but nothing worked. He returned again to change more parts, and when that didn’t work, he informed us that we needed 3 new parts. The control board, transformer and blower. We were told that if he buys parts, and it still didn’t work, we have to pay for the parts, because he can’t return them. **** ** ******** ** ***** *****, so my wife called ***** ***** ******** *** *******, whom installed the furnace. Initially we called them first, but they couldn’t help for days, where Mannix was willing to come right away. ***** ***** ******** connected an **** to the control board. They got the error codes including the cause of the problem. A power surge on the 15th. All components are okay except for the blower motor. Ray was contacted with this information and he said that he replaced the control board. When we confronted him with why his new control board knew about the power surge* *** ***** ******* ** ******. ***** ***** ******** confirmed the control board was our control board, not a replacement one. Ray’s now said he has the new control board, and we have to pay for it. I told Ray not to come back. And also to cancel more parts that he has ordered. He is now upset at us, because he said he did all this work for nothing. Including installing a transformer. ** ******* ********* *** ** *** *********** ** ***** ** *** ******** ** ***** ** ******* ** ** ************  Yesterday, the 12th of December we received 2 invoices from Ray. I included them. Thank you for any assistance you provide in this matter. Of interest, our furnace is still not working. It’s been almost a month.

  

  Business response

  17/12/2021

   

  dear 

  sirs;

  I am here to respond to this claim #********.

  This guy didn't let me talk to him by phone. I am confused if a client can claim a complaint when he failed to pay his invoice?

  I attached my response to his claim.

   

  Re; Complaint ID :********
  To Whom May Concern,
  
  I am surprised with this claim. This claimant kept us waiting for their invoice confirmation for three weeks and then decided to file a claim with BBB. * **** *** ******** **** ******* *** ****** **** *** ******* ** ******* *** ** ****** * **** ***** ********* ** ****** **** **** **** ******* ** *** **** * ***** *** **** ** ********* ***** *****. * **** **** **** ******* *** ***** ********** ** ******** ****** ***** *** *** ****** *** ** *** ** *** ***** ******* ** ***** * *** ***********
  Mannix Heating gave claimant two invoices; one for the transformer and 2 hours technician labor. The labor rate during the 8 to 4:30 is $138 and after hours is $207. Their service was done after hours mostly; but we asked them to pay normal rate of $138 for the service. The second invoice was for the part purchased for their furnace but not installed completely as they asked us to not going back to their home. They had the chance to negotiate for their best options* ******** **** **** ******** ** *** ***** ****.
  The guy who filed this complaint is not a Mannix Client and he never was at the place at the time of service delivery. He wasn’t aware that we were asked to help her wife through their electrician. The electrician asked Mannix for her furnace service. After receiving call from our friend, the electrician, we contacted ****** to see how we could help her. ******** ****** ******* **** **** ** ******* *** ** ** ****** ***** *** **** ** *** ** *** ***** ******* *** ******** *** **** *****
  We had two visits at her property ***** ***** *** ***** *** ****; November 16th and November 18th/2021.
  First visit, November 16/2021. I replaced the Transformer as there was no power to the board. I checked transformer and the high voltage part of this transformer was damaged. The old faulty transformer is left at the place. After powering the control board through this newly installed transformer, *** ***** **** *** **** *** ****. These are related to faulty Blower Motor Module. These codes themselves also might be faulty, if the control board is damaged due to power surge. Since the transformer was damaged, there was a chance of damaged control board as well. From experience with this model of ****** ******* from the past, I could tell there is for sure either blower motor module or control board was faulty.
  *** ****** ******* ***** *** ****** ***** ******; sometimes parts available and sometimes up to several weeks waiting time. I explained the situation to the lady of the house. Also explained the return policy for the ******* ****** *** ******* ********* **** ****** ********. I couldn’t confirm the parts price at that time as it was after hours and the ****** store was closed.
  November 17th, I called ****** Store and asked price and availability of two parts as discussed. Then I confirmed this information with the lady by phone. There was only control board available and there was a two weeks waiting time for the blower motor module. I discussed our choices and possibility that with replacing control board we might be good enough to fix the furnace. She confirmed the purchase of the control board and ordering the motor module.
  November 18th, I replaced the board and bingo furnace started working; however after 10-15 minutes, when I was getting ready to leave, it stopped working again with the same **** *** **** ***** codes. I explained this to the house lady then she explained that they have infloor heating for most part of their kitchen area and they can wait for the Motor Module.
  November 24th, we received a call from ****** that asked me about the board. She asked me where her control board was. I again explained that the board probably wasn’t faulty. I talked also with claimant at this time. This was his first and almost last conversation we had.
  I I explained to him why I have the board and I am waiting to receive ordered control module. Also I offered to install a used module while waiting for a new module. They decided to fire me and asked me to cancel their module part order.
  I received a text from husband, asking me to send them my invoice. He promised to examine old the transformer for invoicing purpose.
  December 12/2021, 18days after our last phone call; I contacted them and asked about the transformer. The guy confirmed to pay for the part and gave me his email address for sending the invoice.
  I provide two invoices; one for transformer and labor as it was confirmed. Second one for the control board based on my cost.
  For two hours of labor, my service for this family includes:
  
  I attend at this job the same day we received their request and spend time after hours at their house.
  I diagnosed the problems with transformer, control board and motor module.
  I spent time to order parts and pickup the parts.
  I confirmed that their furnace was fixable and they didn’t need to buy a new furnace.
  I explained the problem clearly and tried my best to fix it.
  I paid for the parts after I confirmed with the lady the price and that this part is final sale and not returnable. I accepted the risk of being wrong just to make sure I tried as smart as I could.
  I offered all my possible means to resolve their furnace issue.
  I offered to put a used module part temporarily to have their heat fixed, while waiting for the new part.
  I gave them time to decide to confirm for the transformer.
  I sent them invoices and explained why they should pay.
  I called them to discuss our options to resolve the problem.
  I hear this guy is telling about other technicians but also he mentions the furnace is still down. This proves to me that they didn’t like to fix their furnace and decided to fire me.
  They haven’t paid a penny for my services; I guess their cliental claim and complaints against Mannix Heating is obviously distorted. The claim went to BBB right after receiving my invoice. Their reasoning is unclear to me. That is my right to claim for my time and cost spent for their furnace.
  They blamed me for stealing of my own paid part. They hired me but they don’t trust my expertise, when I am telling them I replaced their transformer.
  ******* * **** ** ******* **** ** **** ******* *** ********** ***** ***** ****** *** ******** *** ********** ***** ******* ****** **** ********* **** ***** *** **** ******* ** * ***** ** ******* ***** ******** **** ***** **** ** **** * ***** ***** ** *** ***** ******** ***** ***** ** * ******** ********* *** **** ******* *** * ***** ***** *** *** ** * ***** ************ ******** **** ****
  
  
  
  Solution:
  I accept they don’t pay for the control board if they don’t like to use it in the future.
  I hope BBB considers that this claim wasn’t discussed by the claimant when I called him to discuss his options.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  19/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Dear Sir/Madam,
  
  I received the emailed invoices on Dec 12th. Not 3 weeks earlier. I contacted the BBB the next day, because on the 2nd invoice for his time and the transformer, he included a statement that we are liable for the control board.
  
  There is no discussing this situation with him by phone. There is only one point, his. He will talk over you, and not give you a moment to respond. I ended my first conversation with him ***** * *** ******** ** *****, by reverting to messaging. 
  The last time he tried to discuss the situation with me, was after he received the communication from the BBB. My wife answered the phone, and called me to speak to him. As I said hello, the only thing he said was “*** ***** *** *** **** *****?”
  I hung up and emailed him that I will abide by the BBBs response. 
  
  **** ******** ******* ******* ** *** ****** ** * ***. He said that he installed a new control board.
  With remarks like final sale, and if it doesn’t work, we are still responsible to pay for the parts, we decided to contact the installer of our furnace. They confirmed the control board in the furnace is our original one, and there’s nothing wrong with it.
  
  When I read his response, I went to the furnace to look at the transformers. I tested the one he removed, and it is unserviceable. I then looked at the one he installed. ** *** **** ***** ***** *********** **** ** *********. ** ** ****** ** ****** ** *** *** ** **** * *** *** ***** **** 
  I have photos of both, with their serial numbers.
  I tried to return the transformer to the business, but found it was an office upstairs ** ******* **** **** ******* ** *** **** *** ******. There is no access to it.
  
  At this point I don’t even want to pay him anything. But, I will abide with the BBB decision. 
  He can submit his labour invoice with no other statements on it.
  
  Kind regards,
  
  **** *********
  
  Sincerely,
  
  **** *********

  

  Business response

  21/12/2021

  Re; BBB complaint #********
  To Whom May Concern,
  1-He claims he tried to return our transformer to our office; and claims he couldn’t get to our office because he couldn’t find how to get inside. This is a very lime excuse to not return a part I installed for his wife’s furnace on November 16/2021. You could get inside *** ******* **** and ask them where could you find us.
  2-We usually don’t expect a part return after installation and stayed installed for more than 30 days; however in this case, since this is a very rare case, we will accept part is returned.
  3-Considering the labor cost that includes a lot of factors such as technician time; is it really feasible to have all your required parts purchased on line and asking technician to come back later time to install them for you. **** ** *** ***** *** ********* ****** *** ***** ** *******
  4-* ***** *** *** ***** ***** *** *********** ****** ******* even if we find the same price we still have to consider shipping and handling costs plus taxes plus times we have to wait to receive the transformer.
  5-**** ***** ************ * *** **** **** * **** ** ****** ******* ** *** *** *** ******** *** ** ** ******** *** ********* ****** ** ********** **** ***** * ***** **** **** ** *** *** **********
  6-He can return our transformer and we will pay him back if the transformer is in its original working condition.
  
   Mannix Heating & air Conditioning Ltd
  604-980-6424
  
  

  Customer response

  21/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  **** ******* ******* **** ** ***** ** *** ****** ** * **** ************ ******

  He didn’t install a new control board in the furnace as claimed. Our original, serviceable control board is still in the furnace. 

  ** ********* * **** *********** *** ******* *** * *** ****

  
  

  He can send me an invoice, for his labour, ******* *** *********** *********** ** ***

  Does he except e-transfer to his email address?

  
  

  Will I be able to leave a review on the BBB website after this issue is resolved?

  
  Sincerely,
  
  **** *********

  

  Business response

  22/12/2021

  To Whom May  Concern;
  
  Re ; omplaint: ********
  
  He is Rejecting MY Response As he Mentioned Here:
  
  “I am rejecting this response because:
  
  **** ******* ******* **** ** ***** ** *** ****** ** * **** ************ ******
  He didn’t install a new control board in the furnace as claimed. Our original, serviceable control board is still in the furnace. 
  ** ********* * **** *********** *** ******* *** * *** *****
  
  
  *** ********** ** ***** ** ** ***** ** * *** *** **** ****** ** ******* ** *** * ***** ** * ***** . ** ****** ** ********* ***** ** **** ****** *** *** ****** ** *** ** *** ** ********* *** ********** ******* ***** *** ****** ** ** * **** * **** *** *** ** ****** ** ***** *** ******
  Your wife confirmed to pay for the control board and for a Module for the blower motor. I explained all the possible issues for that furnace and explained our orders with ****** for the control board was final sale and we couldn’t return it after it was purchased..
  I bought a control board and ordered a module as it wasn’t available at the time of my order. You forget to mention a logical reason for why I removed my new control board. Because, I tested and the new control board was giving the same codes of your old control board and I concluded your old control board was still in working condition. **** ******** ** ***** **** ***** *** ***** *** ***** **** **** ** *** **** ***** ****** *** **** ****** ****** ******** ** *** ***** **** ********** ***** ** ***** Consider, if I was trying to sell a part to your wife I could leave my new part with your furnace and could ask her to pay me at that time. I didn’t consider to ask her to pay for the part she confirmed to pay the day before. ** * *** ****** ** ** * ****** *** * ****** *** *** ** *** ** ***** *****
  Consider, the guy who referred me to your wife and then he called me to ask a help for your wife when her furnace was broken. *** *** *** *** ** **** *** **** *** ***** **** *** ****** **** ** ******** ** ****** **** *** **** ******** ** * ***** ** **** ** *** ** *** *** ** ***** *** ****** *** ****** **** *** ******** ** ******* ** ******** *** * **** ***** **** *** *** ** *** *** ***** *** ** ****** *** **** ****** **** ***** **** ***** *** ** **** ***** ******
  Consider , I went and ordered the module for your wife’s furnace and I was waiting for it when your wife called and cancelled my service. *** ****** ** ****** ** *** ***** ** ** **** * *** ** **** *** ******* *** ****** **** ******* *** *** **** ** *** ***** ****** **** ** *** **** ******* *** *** ***** ** *** *** *** ***** **** ********* **** **** ***** ** ** *** *** **** **. * ****** *** *** ******** I respected and trusted your words of paying my invoice. You or your wife owed me for my honest work and the parts I purchased for your furnace. You didn’t trust my professional and fired me; alright, you are still responsible to pay for my parts and my labor. *** ****** **** ** **** ************** *** ****** ***
  Consider, you didn’t bother to call me back to confirm my transformer installation. **** ** ***** ** ****** *** **** ** ******* *** ***** ****** **** *** * **** ** **** **** ** *** **** ***
  Consider, I just called you and asked if you checked your transformer on December 12/2021. You answered no, but you would pay for it. You didn’t need to explain why you kept me waiting for a long period of time. I asked your email address and sent you two invoices as I confirmed one with your wife and one with you. I asked you to check the transformer but you didn’t check it all the past 6 weeks. Now you claim it is used or what. It was in working condition and without that transformer no body was able to check and diagnose your furnace.
  Consider, you could contact me either through phone or emails and reject my invoices with some explanations or some negotiations to find a fair way for a solution. ******* *** **** ** *** ** **** * ****** ** *** **** ** ** ****** ********* **** *** ****** **** *** *** *** ** *** ***** *** **** *** *** ** ** ******** ** **** *********** ** *** ********** ** *** ************* ** ***** ** *** *** **** ******
  ********* *** **** ********* *** **** ********* ****** ******* ** ** **** ** ** *** ****** *** *** *** ******** ** ***** *** **** **** ** ** **** **** ******* *** *** **** ***** ***** ******* ** *** *** ***** *** **** *** ***** ** ** ***
  BBB knows if you are eligible to write a review against us or not. Fortunately, every review on BBB has a response option for the company who received the comments. Being in a service business, I understand you might be upset for what you were asking and you haven’t received it. I am so Sorry that I upset you; however you should pay your invoices.
  You even forget to mention the transformer in your last response. ***** *** **** ** *** *** *** ************ Used or new you should either pay or return it.
  
  Conclusion and Summary                                                                                                                                  
  
   I have a family and am living on my daily income *** ** * *** * ********** * ***** ** *** ****** *****. I bought a Control Board for your furnace that I can’t use it in any other foreseeable jobs. Accepting your responsibilities against your decision will help you to consider pay my invoices with less pain.
  
  You return the transformer and not pay for it. It I will keep my head up for what I promised and for what delivered.
  
  
  Mannix Heating & Air Conditioning
  604-980-6424
  
  

  Customer response

  22/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  
  

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  Send me an invoice, for your labour, without any superfluous information on it.

  Do you except an e-transfer to your email address?

  
  Sincerely,
  
  **** *********

  

  Business response

  23/12/2021

  To Whom May Concern;
  
  Re ;Complaint: ********
  
  1-I gave him tow options for the transformer that I installed on his furnace in my first visit, either to bring back the transformer or to pay for the price. He didn’t mention his decision* ** ***** **** ** ******* ****** ***** **** **** *** ** ****** *** * *** ******* *** ***** *****
  
  2-I can’t change the invoice as he wishes. Our accounting system doesn’t let me do that. There are several factors in our accounting system interconnected behind every invoice. ******* ******** *** ********** *** ************ *** ***** ********* *** **** **** *** *** ********

  
  3-There is no a superfluous information on none of their invoices. There are explanations to clarify the details of invoices.

  
  4-We accept E-transfers through *********************. He may pay through this email address. He should let us to know the password for this e-transfer in advance.

  Customer response

  28/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  I changed my mind on the transformer. I will keep it, just in case this escalates further. Then I have proof of what he installed in my furnace.

  
  

  I will pay for the transformer and labor that he requested. Tell me the dollar figure that is owed, in your response to this email.
  
  Sincerely,
  
  **** *********

  

  Business response

  30/12/2021

  To Whom May  Concern;
  
  Re ; Complaint: ********

  1- Exact amount for the labor and transformer is $368.55 as it is on invoice number *****. 

  2- He has the invoice and he attached the invoice to his complaint at the time he filed his claim.

  3-I like to ask BBB to confirm if this guy has any legal authority to file a claim or discuss the issue on behalf of our client ******.

  4- I received an email from this guy who claimed:  BBB ordered him not to pay his invoices.  I am wondering if BBB made such an order or suggestion to this guy.

   

  Regards,

  Mannix Heating & Air Conditioning LTD

  Customer response

  30/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  NO HEAT WAS CHECKED ***** **** *** **** Labour
  REPLACED TRANSFORMER Parts
  BOUGHT A NEW CNT AND ORDERED A MODULE FOR THE BLOWER MOTOR ****** Parts
  Client confirmed to pay for the control board and motor module. We paid for the control board and it was final sale ;we cannot return it. fortunately the module order was cancelled on time and we did not paid for it. The Control board invoice is sent out separately.

   

  We are not furnace technicians. Mr E******** told us we needed a new control board. And it was ordered. We found out we don’t need a new control board. To charge us for a part we don’t need, and to say it was installed, when it wasn’t, ** *****. Mr E******** did replace the transformer. ** *** * **** ***** ** ****** ********* *** *** ** **** ***** ** *** ******** **** ** ******

  We will not pay invoice *****, as it states we are liable for the control board.

  
  
  Sincerely,
  
  **** *********

  

  Business response

  05/01/2022

  To Whom May Concern;
  
  Re ; Complaint: ********
  
  1-It is better you read all the previous responses I provided, and then response to those lines. I explained how the hiring and firing process went down and how I had to remove my new control board. I explained how your claim is faulty and how I was trying to help ******. Please before rushing to responding, go and review the previous responses.
  2-I gave you two options for the transformer that I installed on her furnace in my first visit; either to bring back the transformer or to pay for the price.
  3-Without a transformer I couldn’t check the furnace; it was necessary to install it for checking the furnace. Without that transformer I wasn’t able to found out the faulty part for this furnace.
  4-I installed a new control board to this furnace and checked it; I got the same error codes as the old control board. I realized the old board was good. I reinstalled the old board and removed new control board as it was not necessary to install it.
  5-As I have insisted in our previous communications, the client has the option to return or keep the transformer. The client has not paid a penny, neither for my parts nor for my work.
  6-The client fired me; I respected their decision and did not go back to remove my transformer.
  7-*** ****** * ******* *** **** *** **** ****** ** * ****** ****** hired me to fix her furnace; now, she is not talking but this guy **** ******** is claiming against us.
  
  Conclusions:
  Decide if you like to keep the transformer or you will return it. Return if you decide so.
  Pay you invoice for the labor and for the transformer if you decide to keep it.
  *** **** *** **** * ***** ** **** *** ******* **** *** ***** *** *** ** *** **** ******** ***** **** ******

  Customer response

  11/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  Mr E*******, *** **** ***** ******* *** **** ****** ** * **** ***** *** ******* ******** ** ** ***** ** ** **** ******** *****.

  You told us that you installed a new control board. Other statements from you made us suspicious, and we had the furnace checked by the people who installed it.

  Our functional, old control board was found, still in the furnace.

  I confronted you with this fact, and now your story changed.

  
  

  On December 12, 2021 you emailed me two invoices. Invoice *****, trying to make me liable for a control board we never required. As per point number 4 in your previous response, there is nothing wrong with our old control board. 

  One invoice later, *****, you billed for this control board we never required. *** **** ** ******** ***** *** ******* ***** **** *** ******* *****.

  
  

  You couldn’t even install a new transformer in our furnace. Yet, you bill for one.

  
  

  All this Mr E*******, ** ****** 

  
  

  
  

  Sincerely,

  
  **** *********

  Customer response

  11/01/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** ********** ** *** ***** *** *** ****** ** ****** ******* ****

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  **** *********

  

  Business response

  03/02/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** ********** ** *** ***** *** *** ****** ** ****** ******* ****

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

   

  Hi **** ***,

  Thank you for this offer; I acknowledge to have the service to resolve the claim against our company. I hope everything works well for both Mannix Heating and **** *********. 
  
  

  Regards,
  

  Ray E******* 

  (604)-710- 8960

   

  Thank you.

  Customer response

  02/09/2022

  
  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.

   

  Anyway, my wife wants this to end, so I accept not having to pay him anything.

  
  
  Sincerely,
  
  **** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩