Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Thomson Industries to install a dual heat pump/furnace and were assured we would qualify for a $10,000 rebate from ********. Initial installation was done on Jan 20, 2025. We paid our bill in full on February 22, 2025 after resolving issues with the heat pump that required multiple technician visits. When claiming our rebate we discovered no technicians had filled in the commissioning sheet needed for our rebate. The information on this sheet is supposed to be filled in on-site at the time of installation onto the copy we have at home.After repeated texts and emails, operations manager **** ******* emailed a commissioning sheet that was missing the "pre-changeout assessment" information, contractor name and gas permit number, as well as installation model numbers. After emails, texts and phone calls went ignored, I filed what I had with ******** and filled in what model numbers I could glean from our invoice. Mar 6 I received this message from ********: The contractor is responsible for completing the dual fuel commissioning sheet during the install and providing their customer with a copy. The contractor will need to provide you with a completed dual fuel commissioning sheet in order to move forward with your rebate. Since both copies provided are missing the indoor model number, we will need a revised copy with this information completed. Prior to this, I received texts from salesperson ****** Maitem threatening to withhold documentation and not honor the warranty if we filed a BBB complaint or posted bad reviews. Mr. ******* has not responded to requests to send someone to fill in the sheet nor sent us a proper commissioning sheet. He sent 1 text on Mar 6 telling us to talk to ****** or copy model numbers from the invoice. We can't copy what we can't determine from the invoice. ******** says the sheet must be filled in by a technician. We expect Thomson to send a technician to our home to complete the sheet as required and implied by our contract.

  

  Business Response

  Date: 10/03/2025

  Hi *******, 
  We understand the frustration in the application process for the rebates. Thank you, for allowing us the opportunity to resolve this. We are happy that you were able to speak with your HCA on March 7th and that this issue has been resolved. The *** on the call has helped you with dealing with filling out the commissioning sheet.
  
  
  If you have any other questions, please don't hesitate to let us know!
  Have a great day,
  
  
  Your team at Thomson.

  Customer Answer

  Date: 10/03/2025

   
  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. However, I remain concerned that the commissioning sheet was NOT filled out by running tests on the new system after installation, but rather by being emailed a half-empty sheet filled in by the operations supervisor at the office, and then being instructed over the phone what information to fill in on the rest of the sheet by the **** My understanding from ******** is that the contractor is meant to run a series of tests to optimize the system and fill in the sheet by running these tests. These tests don't seem to have been performed and the numbers were not recorded at our home. I know that they weren't because the initial installers set the temperature switchpoint at 10 degrees, which we ourselves changed to 4.5 degrees. To qualify for the rebate the switchpoint has to be under 5 degrees. The only reason the half-filled in sheet I received from the ** had the right temperature listed is that I explicitly told him it was set at 4.5 degrees over text. Had the measurements been taken at the time of installation that number would have been listed as 10 degrees.
  
  I also remain frustrated that I was ignored repeatedly when I requested information and that it was only when my husband mentioned that we had filed a BBB complaint that we got a response. I felt that no one would listen to me when I explained that important sections of the sheet were lacking, and that whoever was receiving complaints thought I was referring only to the section that is meant to be filled in my the homeowner. This occurred repeatedly throughout our installation process -- my being ignored or dismissed with issue that arose (and there were MANY issues). I can't help but feel that had I been a man, my complaints would have been taken more seriously.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:18/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a new circulation pump installed by ******** on Sep 5, 2024 at a cost of $871.92, whichincluded the parts AND the labour. My **************************** plan covers "no service call out charge for repairs" AND "no labour charges on breakdown", neither of which stipulates a time limit. The original invoice, dated 4/9/2020 has a 5 year parts furnace warranty. The installed part was covered under warranty BUT I was wrongly charged for the two service calls and the resulting labour. ******** reimbursed my account on 1/23/2025 $360.69 for the part only. I received a credit on 2/7/2025 for $76.68, which is 15% of the outstanding balance of $ ******, leaving a difference of $434.55. I would like to have the remaining $434.55 credited to my account, as per my **************************** plan coverage, as I was erroneously billed for the service calls and the labour required to replace the part which had BROKEN DOWN.

  

  Business Response

  Date: 24/02/2025

  Hi *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced.
  To address the miscommunication and invoicing error with your Diamond Plan membership, we have issued a full refund for the September repair service, and your January and February payments have been refunded as well. As of February 21, 2025, you are enrolled in our new Essential Whole Home Plan, and we hope youre enjoying its benefits.
  If you have any other questions or concerns, please don't hesitate to reach out to us directly so we can help. 
  Thank you for your patience and for giving us the opportunity to make things right!
  Your team at Thomson

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 22947010
  
  I am rejecting this response because:

  In their response to my complaint, the Thomson Team indicates that my "... January and February payments have been refunded...".

  This is not the case; the amount in question is $75.40 and has not been credited to my account.

  The original complaint over $434.55 was finally credited to my account March 3.

  I would like Thomson to honour their commitment and credit my account $75.40 without any more delay.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/03/2025

  Hi *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced.
  To address the miscommunication and invoicing error with your Diamond Plan membership, as stated in the previous letter, we have issued a full refund for the September repair service, and your January and February payments have been refunded as well. The maintenance fees for Jan 15th  for the amount of $36.70 and Feb 15th for the amount of $36.70 were reimbursed as of March 5th. Please allow 3-5 business days to see them reflected on your credit card. 
  If you have any other questions or concerns, please don't hesitate to reach out to us directly so we can help. 
  Thank you for your patience and for giving us the opportunity to make things right!
  Your team at Thomson

  Customer Answer

  Date: 10/03/2025

   
  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

  Date:22/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 24, I had a Heat Pump installed by Thomson Industries. The heat pump did not cool my house. It was also installed incorrectly, making it impossible to change the filter for the furnace. I have documented temperatures each day all summer. On hot days it is 26.5 degrees in my house.I made a complaint to them and on June 29 they sent someone to "fix" the problem. The problem was not fixed.On July 1, the rebate system in ** changed & customers installed after this point paid $7,000 less than **** waited to see if my "fixed" heat pump would work, but it did not cool my house. I documented temperatures (with photos). I complained to Thomson. This time, I asked for an adjustment to my price as my neighbours (who I refered) paid far less than me due to rebate changes.I was told that this seemed reasonable, but I'd have to wait for a regional manager to return from vacation. I waited. The manager returned & his answer was that I'd have to wait for ANOTHER manager to approve any price **************, on Aug 21, they tell me they can do NOTHING about the price. Even though I've had NO COOLING **all summer long**. I have asked them about the process to remove the heat pump from my home as I no longer trust them to repair it adequately and, since the heat is now gone, there is no reason I can trust it will cool my house on hot days because I won't be able to test it.He told me I will need to wait ANOTHER two weeks for an answer to that.There were other issues with this install:- The salesperson lied to me (and others, they fired him I found out later)- I paid for Thomson to perform the install but they sent their "sister company" (***************************)- Rather than being open to discussing price (as they seemed at the beginning) they instead accused me of trying to scam the BC Rebate system by getting them to adjust invoice dates (I did not suggest this. I suggested that a reasonable company offers a price adjustment when a customer waits 8 weeks!)

  

  Business Response

  Date: 23/09/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns regarding the installation of your heat pump. We sincerely apologize for the ongoing issues you've experienced, and I appreciate your patience as we've worked to address them.

  I understand that the initial installation did not meet your expectations, particularly concerning the cooling capabilities and filter access. Today, our team will be on-site to ensure that everything is functioning properly, and we will also make adjustments to raise the furnace for easier filter access.

  Regarding the rebate situation, I want to clarify that we were not aware of the new dual fuel rebate at the time of your installation. It was announced after your system was installed, and we acknowledge how frustrating this must be for you, especially in light of the price differences.

  I truly appreciate your feedback about the customer service experience you've had. We take such matters seriously, and I assure you that your concerns will help us improve our processes moving forward.

  If you have any further questions or would like to discuss this in more detail, please feel free to reach out. We are committed to resolving your concerns to your satisfaction.

  Thank you for your understanding.

  Best regards,
  Thomson Industries LTD

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thomson installed a new mini-split heat pump for us in October 2023. To be included in the purchase was a promotional $500 gift card to Loblaws, as described by our salesman *****************************. The work was complete and we were very happy with the service. The invoice was payed in full on 11/22/2023.It is now 2/10/2024 and we still have not received the gift card. We have put in numerous requests for an update but all the customer service representatives can do is put in a request to the department that issues the gift cards. In early January, a representative assured me that the card would be issued by the end of January. Due to the lack of communication, we have no idea when we will receive the gift card.All we are seeking as a resolution is the $500 gift card that was to be included with the purchase. Thank you

  

  Business Response

  Date: 12/03/2024

  Hello ***,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced regarding the delay in receiving your $500 gift card promised with the installation of your mini-split heat pump. We completely understand your frustration and want to assure you that we are taking this issue seriously.
  
  Our team has thoroughly reviewed your case, and we are actively working to resolve this matter promptly. Rest assured, we will be reaching out to you directly to discuss this further. Your satisfaction is of utmost importance to us, and we are committed to making things right.
  
  In the meantime, if you have any additional questions or concerns, please feel free to contact us at **************. We appreciate your patience and understanding, and we look forward to resolving this matter to your satisfaction.

  Customer Answer

  Date: 15/03/2024

   
  Complaint: 21276385
  
  I am rejecting this response because:
  

  A rep from Thomson contacted us on Feb 13 to say he was going to process the gift card. We called back a couple weeks later and he said he would drop it off in person the week of Mar 4-8. We have not heard from Thomson since.

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

  

  Business Response

  Date: 26/03/2024

  Hello ***,

  We apologize for the inconvenience caused by the miscommunication and lack of follow-up. We have escalated the matter to our sales manager, who will be contacting you shortly.

  Your patience is greatly appreciated, and we are committed to resolving this issue as quickly as possible.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21276385
  
  I am rejecting this response because:
  

  There has been no contact from the sales manager, as stated by Thomson in their last response. It has now been 6 months since the heat pump was installed.

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

  

  Business Response

  Date: 23/04/2024

  Hello,

  Were happy to confirm that our Sales Manager delivered the cheque to you. We hope this resolves your concerns; were committed to improving our communication and are looking forward to working with you again in the future!

  Thank you and have a great day.

• Initial Complaint

  Date:30/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for an air conditioning unit to be installed and the heat pump was installed on April 28, 2023. The air conditioning technician came out to perform the installation and installed the wrong wires we later found out. Our ****** and ** ***** bills astronomically shot up as a result of the May installation. We expected a bit, even a lot, given the hot 2023 summer, but the usage was so high that we called Thomson back out because the expenses were adding up far beyond a reasonable air conditioning amount. Not only did they not respond to our calls, but we had to sign up for their monthly billed maintenance service to just get someone out there to check their original installation. Turns out, the technician had to reverse the wires on August 2, 2023, so the installation was faulty from the get go. After that visit the costs did decline for the month of August to a much more reasonable amount. The estimated additional expense is a collective total of $2,021 (** ***** $798 and ****** BC Natural Gas $1,223) for which we are seeking reimbursement in addition to the monthly billed maintenance service from August to current, at approximately $16 per month for a total of $96. The months of April 2023 and August 2023 are good "controls" to examine as those are the months prior to the heat pump installation as well as after the technical issue was adjusted, both during the warmer season when an air conditioner unit would have been in use. To rectify the expenses incurred that were not our fault, we politely asked them on November 28, 2023 and have waited for months making numerous prompts both by phone calls and emails, with varying degrees of responsiveness from them at different levels but they have stopped responding, as we last heard from them two weeks ago.
  

  

  Business Response

  Date: 05/02/2024

  Good morning.

  The statement of no contact for 2 weeks is not true. The customer was notified by email on January 31, stating that this issue has been sent up to our VP. We are trying to get this resolved. 

  Customer Answer

  Date: 14/02/2024

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

  The inquiry made with the BBB was made on Jan 26, with the reply back on Jan 31. That being said, the company has reached out since that date and offered a settlement. We accepted it and have provided a mailing address for a cheque to be processed. We are awaiting confirmation that it has been processed and mailed. Could this confirmation please be communicated to us whether the cheque has been processed and mailed? We are looking forward to resolving this. We appreciate the efforts being made to resolve this. 

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

• Initial Complaint

  Date:13/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our heat pump that Thomson Industries installed (Nov 3, 2021) is ineligible for the Canada Greener Homes Grant (CGHG) program. We lost $4600 in rebates. We had responded to Thomson’s extensive advertising promoting rebates that were available for the installation of heat pumps. We followed their instructions on what we needed to do to qualify for the rebate programs. We expected that the heat pump would qualify for the rebate programs so were unpleasantly surprised when the post retrofit energy audit (Dec 21, 2021) revealed that Thomson had installed a heat pump that is ineligible for the CGHG rebates. Thomson refused to exchange the heat pump for one of comparable size (2.5-ton) but did offer to exchange the unit for a smaller size (2.0-ton) that would qualify for the program. We continued to try to resolve the issue directly with Thomson during 2022 but it was difficult as they screen and don’t return phone calls and ignored many of our emails. We have requested that Thomson compensate us for the lost rebates but they have not responded.

  

  Business Response

  Date: 09/05/2023

  The customer was originally quoted a smaller size unit that was eligible for a federal rebate. They wanted to run supply air runs to the top floor of their home. This is when the different size was quoted. There has been a number of emails between the customer and us, explaining the situation. We had offered to install the smaller capacity heat pump in order to make sure the customer received the rebate. They refused. That being said, we are working on a plan. We will reach out to the customer directly in the near future.

  Customer Answer

  Date: 10/05/2023

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

  
  Thomson initially sized our heat pump at 2.0 ton as it was to only service the main floor as our second floor was heated by electric base boards. When we heard from other homeowners in our complex that we may not be eligible for the Canada Greener Homes Grant (CGHG) unless the unit served both floors, we contacted the Thomson Sales Advisor. He confirmed that there was some uncertainty about this requirement and if we wanted to ensure we qualified for the CGHG they could install ducts to the second floor.  Some of his other customers had chosen to do this. He thought that they would have to increase the size of the heat pump to 2.5 ton but would need to confirm this with his General Manager. He confirmed that the increase in size was required, and we were charged an addition $200 for the increase and $1400 for the addition of the ducts to the second floor.  We followed Thomson’s instructions on how to apply for the CGHG program including our spending an additional $945 for the required energy audits. At that time the Finance Manager confirmed, “It looks like you are right on track for the rebates!”.  We refused their offer to install a smaller sized unit as they had already determined that we required a larger unit to serve both floors.  Thomson refused to install a larger unit that would qualify for the CGHG.  
  
  There was no attempt by Thomson to explain why the ineligible heat pump was installed other than the General Managers comment, “I am not sure how we got here”.  Some other owners in our strata that had heat pumps installed by Thomson have the same issue. The details of some of their interactions with Thomson may be a bit different from ours but the outcome is the same; the heat pump installed does not qualify for the CGHG rebates. Some of the ineligible heat pumps were installed months after I raised the issue of ineligible heat pumps with Thomson. As a group, we attempted to resolve this issue with Thomson, but they ignored our requests to meet.  We haven’t heard from Thomson since September 20, 2022.
  
  It is disappointing how Thomson have handled this issue considering their high BBB rating.  What changed? I note that there are other complains and a review to BBB regarding Thomson installing ineligible heat pumps. Our neighbour was recently advised that the 2.0 ton heat pump Thomson installed does not qualify for the CGHG program.  Something is just not right about this whole thing!  
  
  This issue has been ongoing for nearly a year and a half. Thomson “working on a plan” is positive but they’ve had a lot of time to deal with the issue. If we receive their “plan” by Wednesday May 17, 2023, we will consider it.  Otherwise, we will proceed with a ***** ****** ***** **** *** ***** ********** ******** for compensation of the lost rebates.  

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

  

  Business Response

  Date: 18/05/2023

  We have reached out o the customer by email. Waiting for a response. 

  Customer Answer

  Date: 24/05/2023

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

  Waiting to receive a copy of the release form, that Thompson requested we sign, so we can consider the entire settlement proposal made by Thompson.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 05/06/2023

  Thomson made us an offer of $4000.00, which is less then the amount we requested, conditional on our signing a release form. We requested that they send us a copy of the release form so we could consider their  entire settlement proposal.  We're still waiting for them to send us  the copy of the release form.

  Customer Answer

  Date: 29/06/2023

  We advised them that we would withdraw the *** claim  if we could reach  an agreement and requested that they send us a copy of the release form.

  

  Business Response

  Date: 30/06/2023

  The customer was presented an offer for $4000.00.  This offer was rejected by the complainant and the matter was transferred to the ***** *******.  Until the ******** rules on the matter, the previous offer has been withdrawn and no settlement documents will be sent out.  Thomson will abide by the rulings made by the ******** and no further settlement offers will be presented unless and until the ******** case is cancelled or settled.

  Customer Answer

  Date: 30/06/2023

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

  Some incorrect statements by Thomson.! 
  We didn’t “reject” their offer, which was: 
  “Thomson Industries will agree pay you the $4000 directly. Crystal will send you a release form that will require your signature. This form will also include a line stating that you will remove your ***** ********** ******** Notice. After this form is returned we will issue a cheque immediately. “
  We asked that they send us a copy of the release form so we could consider their entire settlement proposal.  A reasonable request!
  Regarding our raising the claim with the ***, we raised the claim before Thomson made the offer as they were not responding to the BBB complaint. They only responded to the BBB complaint after they received notification of the *** claim.
  Interestingly, we’re finding out about more and more ineligible installations by Thomson. Homeowners incurred a significant cost for the audits (ours was $945) to qualify for the CGHG program. Therefore, anyone applying to the program would have had a high expectation that the heat pump installed would qualify for the rebates. We are aware of fourteen installations by Thomson Industries that don’t qualify and there are probably many more. Many of the owners are seniors with limited computer expertise so have not pursued the issue beyond trying to get Thomson to live up to their original commitments.  Some are just tired of trying to get a response from Thomson so have given up. Others have discussed raising a FOI request of the NRC to determine the number of ineligible heat pumps installed by Thomson.
  We are also tired and feed up with trying to deal with Thomson on this issue, but feel we’ve been wronged and unfairly treated by Thomson so will continue with a Small Claims claim with the ***** ********** ******** for compensation of the lost rebates.  

  Thanks to the  BBB for your efforts to try to resolve this dispute!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $17,000 Thomson installed New Furnace, Heat Pump , On demand water. Electrical upgrade suggested , which we did. Outside company suggested by Thomson. The ****** Heat Pump installed is NOT covered for Federal Warranry. Information required for Electrical Rebate was Too Late sent by Thomson. Install was July 2 *****. We have been 5 months sending emails and phone calls. Nothing new installed and no updates. We are owed Federal Rebate and Electrical upgrade Rebate. Aprox $5000

  

  Business Response

  Date: 11/04/2023

  Hello.

  We have been in contact with this customer in regard to this situation. It is a stressful for the customer. Doing this does not change anything. We are still waiting for an answer. We are working on a resolution for the federal rebate. We do not have any involvement in the electrical upgrade rebate. Not sure what they're referring to.

  Customer Answer

  Date: 14/04/2023

  
  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

  Date:14/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am engaging the BBB due to Thomson Industries repeated non-response to questions in my emails dated Oct 25, Nov 21, 2022 and Jan 13, and Feb 28, 2023. I have been trying to get answers to specific questions regarding my heat pump and the ****** ******* ***** rebate. The issue is that, despite assurances prior to installation, the heat pump Thomson Industries installed in my home was not on the ****** ******* ***** list of eligible heat pumps. As a result, the questions I would like answered are the following: 1. What specific information did Thomson Industries have at the time of sale that the sales representative felt it proper to inform me that I could receive the ****** ******* ***** rebate after completing a home energy inspection?2. Thomson industries web based advertising in the summer of 2021 (I have screen shot) appears to show my ****** heat pump along with text indicating the availability of a ****** ******* ***** rebate. What specific information did your company have at the time to support that advertising?3. Of all the ****** heat pumps units sold by Thomson Industries in the summer of 2021, how many are in fact on the ******* ***** eligibility list? Are any of Thomson Industries residential ****** heat pumps on the ****** ******* ***** eligibility list? 4. Is Thomson Industries currently doing anything to compensate for the problems and home energy inspection fees associated with applications for the ******* ***** rebates? My main complaint is that I underwent an intrusive and expensive ($800) home inspection required for the ****** ******* ***** application due to information provided by the sales representative. However, at that time Thomson Industries was aware that my ****** heat pump was not on the eligibility list and, to this day, remains ineligible. I believe that Thomson Industries should take some responsibility for providing me with misinformation and at a minimum reimburse the home inspection fee.

  

  Business Response

  Date: 14/03/2023

  I have looked over the estimate dated June 8, 2021 and can see no mention of the ******* ***** Grant.  I see the Clean ** rebate noted and I checked up on that and see that it has been paid out, including an amount for energy inspection fees. I have gone through all the emails that I can find but I can't find any promising you the ******* ***** rebate but if you have any, please forward them to us so we have all the information at hand.

  Customer Answer

  Date: 05/04/2023

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

  I find this response unsatisfactory. It is very clear to me and other heat pump customers I have corresponded with, that your sales representatives were providing verbal information regarding a ******* ***** rebate and how to engage in the required home energy inspection process by specifically recommending a home energy consultant. In addition, your website appeared to show my heat pump unit associated with a ******* ***** rebate. I spoke to staff at your company multiple times and was assured that my heat pump would be on the next ******* ***** updated list of qualifying units. However, this has never materialized.
  
  The questions I posed would clarify your companies knowledge as to applicable rebates at the time of sale, however, you are refusing to answer them. I will just end by saying your disingenuousness on this topic is very disappointing. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/04/2023

  Hello *******

  I apologize for the non response of your emails. I will respond to your email in detail.  

  Customer Answer

  Date: 11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because it was essentially a non-response. At this point I am still waiting on answers to the questions I have posted. This current response simple indicates that my questions will be "answered in detail". However, when this will occur has not been indicated. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/04/2023

  I have contacted *******. and i've answered all of her questions. I will be working directly with her from here on out. 

  Customer Answer

  Date: 13/04/2023

  
  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

  Date:15/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2021, Thomson Industries replaced my oil furnace with a ****** gas furnace. Included in the charges was providing and installing a gas regulator. As required by warranty, a Thomson technician inspected the furnace 1 year later on November 8,2022. He discovered that the inlet gas pressure to the furnace was over 10 X higher than allowed, that the high stage pressure was also high, and that the heat exchanger exhibited unusual scorching. I contacted a Bre-Ann at Thomson, who dismissed my concerns, and sent me a cost estimate of $341.90 to replace the regulator. I forwarded to her a photo of my invoice, suggesting I should not have to pay again for a regulator, and she said she was busy, would get to it later. I have repeatedly asked to speak with a supervisor, but each time was referred to Bre-Ann. I believe the high inlet gas pressure may be dangerous, and I feel the company is being very unprofessional. There does not appear to be any means of contacting the owner, Todd Thomson, or a supervisor, so I am dealing with BBB.

  

  Business Response

  Date: 15/11/2022

  Good afternoon.

  I am sorry to hear that this situation has come to this! I do not understand why th ecustomer wasn't directed to a manager. I have brought this to the service manager. She will reach out discuss the issue with the customer. 

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Thomson Industries Ltd (Thomson) on June 21, 2022 for purchase and installation of ****** heat pump and hair handler. The contract has been breached by Thomson on the following issues: 1. The contract states installation date to be on October 19th and 20th. Thomson postponed the actual installation start date to October 26th. 2. The contracted and verbal promise is for installation to be completed in 2 days, actually installation took 3 days (October 26th to 28th). My family had to bear the hardship of being in the cold with no heating system in the house for an extra day. The delay could have been avoided if an electrician was on site on day 1 rather than mid-day of day 2. Thomson provided unprofessional services in delivering the contract obligation, examples: 1. The air handler condensation drainage pipe was connected to a wrong drainage outlet hole, the problem was fixed by another Thomson agent on November 2 by reconnecting to the lower drainage outlet hole. Damage is unknown. 2. Heat strip in the air handler was not properly connected, it did not function, and it caused the fan to be working on high speed constantly (explanation provided by a Thomson agent on Nov 2). My family had to put up with the slow heating and loud fan noise for that week. The problem was fixed on November 2nd, 6 days after the installation. 3. When the installation was completed on October 28, the last Thomson employee just wrapped up and left. I asked him twice to walk around the equipment for some questions that I had, he refused both times and said “I have a dog in the car, I have to go”. I still don’t know if the heat pump and air handler models match the models stated in the contract. Currently there seems to be outstanding problems with the heat pump, the air handler and the setting of the thermostat, yet I can’t get anyone from Thomson to come and conduct an onsite diagnosis until December 2 which is almost 4 weeks away.

  

  Business Response

  Date: 08/11/2022

  Good morning. We did have some issues with the electrical with this installation. Sometimes installs don't go exactly as planned. We couldn't get the heat running on the second day because of the electrical not being completed. I pulled a technician off a site in Delta late in the afternoon on Oct 28 and sent him to ******'s place to commission the system so he would have heat for the weekend. i just wanted to respond to ******'s points. There is no damage done to the system by having the drain connected to the upper outlet. There is no water in the coil drain pan when the system is in heating mode. The heat strips were installed but the dip switch on the air handler wasn't set up properly. But ****** still had heat. Heat pump/air handler systems always run on high fan speed. I received a message Friday regarding ****** and the heat strips. I left a message for the electricians to call me. I will reach out to ****** and schedule to have a technician come out to see what is happening. I will have someone from the install department to reach out and book an appointment.

  Customer Answer

  Date: 09/11/2022

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

  I will wait and see what and when actions will be taken to resolve my issues and concerns.
  

  It’s unfortunate that I had to bring the issues to Better Business Bureau (BBB) to get some attention from Thomson. A few days ago, I made a phone call to the Thomson office and wrote an email to Thomson about the issues, no one from Thomson had even acknowledged my concerns until I brought the issues to BBB.
  
  Sincerely,
  
  ****** **

  

  Business Response

  Date: 23/11/2022

  I'm not sure when this message was written by Mr. **? We have been communicating with him. We have been to his house. Our technician took some measurements for ductwork modifications.