Complaints

• Initial Complaint

  07/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have bought a product from Efficiency Solutions. This company is affiliated with ******** **** *********** ****** *********** ******). The product is a ductless two head heat pump. I have a term with them for 120 months, for a monthly payment of $162.38. It was installed June 17, 2020. However, I would like to cancel the unit due to product failing to maintain its purpose, and the company not fulfilling the agreement that the company and I have agreed upon (ie. not being checked once a year with cleaning and service). I have been contacting the phone number, 1-888-964-6024, and received no response. I have also contacted Roberto M****, the owner, since July 2021 to report the problem. It has been a recurring problem as I have been messaging him almost every month since then. He did not give any initiative to call me back nor respond to my messages. Roberto provided a phone number to contact, 604 620 3442, but that office was not able to assist. There was no further action afterwards. The last message I sent to Roberto was on November 23, 2022. The last service I have received from this company was when they sent a technician to my house on October 31, 2022, and it was also not solved that day. I spoke with William, who is a staff from Efficiency Solutions, on October 28,2022, discussing the problem and he was taking note about it. There was no further action afterwards. I request to stop the service & would also like to stop the payment. Additionally, I am paying the company each month WHILE making requests for a technician to come to my house and fix the AC Units. They did not send anyone. Once I was able to get a hold of an agent, I was only told to call the office and to dial 604 620 3442 because he is away on vacation. I was still calling month to month. I sent a letter as another attempt to reach out, to their office but it was returned to my home stating the owner has moved.

  Business response

  07/02/2023

  Hi *****,

   

  Our office will contact you to clarify your last service in Oct 2022. If you require future service please contact us at 604-620-3442 ext 2. Our team will dispatch a technician to service your system.

   

  Kind regards,

  Client Care Team

  Efficiency Solutions

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I would like to cancel the overall service from Efficiency Solutions as they have not been contacting me for prolonged periods. 

  Please see attached documents. 
  
  Sincerely,
  
  ***** ********

  Business response

  13/02/2023

  Hello,

   

  The rental agreement is with ***** and the request to cancel must be made directly with *****. Efficiency Solutions does not do any billing or collecting nor is Efficiency Solutions authorized to cancel any agreement between the client and *****. The client will need to reach out directly to ***** for their cancelation request. If the client needs service in the future they can reach out Efficiency Solutions our team will ensure she receives top teir service.

   

  Kind regards,

  Client Care Team

  Efficiency Solutions

  Customer response

  14/02/2023

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

  to whom it may concern, 
  
  Please see attachment.
  
  
  Respectfully yours,
  
  Sincerely,
  
  ***** ********

  Business response

  21/02/2023

  We are actively reaching out to the customer to assist.

  Customer response

  24/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Please see attached documents. Efficiency Solutions emailed me on February 17, and phoned me and asked my availability between February 21 to 24. We both agreed on February 24. They had informed me that they will call to confirm on February 23 for the technician to come on February 24. 

  I have sent an email follow-up this morning (February 24) at 7:00 AM, because I did not receive a call on February 23, for technician to come on February 24. It was only an email stating, to check.

  February 24 at 9:15 in the morning, a lady informed me that they have to reschedule the technician. I have already taken time off for the schedule. They wanted to reschedule from February 24 to February 27. That is another inconvenience from my time off work. After the conversation, I requested her to e-mail me the reason of rescheduling. I have not received any email since then. 

  There is no reassurance nor trust with this company, as they have prolonged the process to fix the issue. 

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

  Phone Number: *** *** ****

  Email: *******************

  Business response

  24/02/2023

  We reached out to Mrs. ******** last week to schedule a time and date. During which Mrs.******** mentioned that she would be available all day, on Friday February 24th, we did let her know that we would follow up with her a day prior to confirm with her. Our office tried to contact Mrs.******** as promised, on Thursday at 3:25pm and again at 3:38pm (via phone) during which we couldn't reach Mrs. ********. We followed up and asked to reschedule on the morning of February 24th via phone due to unexpected delay on our technician's schedule. We want to ensure that we dispatch the right technician to resolves the issue at Mrs.********'s resident. We asked to reschedule this for Monday, or provide us with whichever days works best for Mrs.******** and we would accommodate accordingly

  Customer response

  04/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: On February 27 2023, is supposed to be the technician to be coming at my house. Then I received a call later from Cristina, from Efficiency Solutions, asking to reschedule. February 27 was a technician issue. Cristina asked me when is my next availability and I said March 7. Cristina asked if there was any day that is earlier, and then I said March 4. I e-mailed them for March 4, Saturday. 

  These are the dates that informed us about the technician coming in to fix the A/C:

  - February 24 coming in to fix - technician issue - (Consistency re-booking) 

  - February 27 at 5:46 PM:Efficiency Solutions called, if anybody home for February 28. I answered nobody is home. At the same time, they are asking to reschedule going into March. I initially gave March 7. Then Cristina asked me if there was anything earlier than March 7. I e-mailed them that the earliest I can do was March 4, Saturday. Since then, they did NOT response to me about any updates in regards of scheduling. 

  Before March 4, I called the office and spoke with William. I am confirming that a technician would be coming on March 4, and William said it would be okay. I did not receive any response what is going on for March 4 schedule since then.

   

  No technician showed up, called or email us for any updates. 

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

  Business response

  07/03/2023

  Hello,

   

  we contacted the customer advised that the technician will be arriving. Customer confirmed husband would be home. When the tech arrived no one answered the door. We have a technician scheduled for Mar 8, 2023 between 1-3pm. Please ensure someone is able to receive our technician.

   

  Kind regards,

  Customer response

  09/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: In response to their email, I had called the office before March 4 to confirm about March 4 schedule for technician. The agent at Efficiency Solutions, William, said it was okay. We are all aware that there was a technician that was supposed to come on March 4. 

  On March 7, I called them to ask why a technician did not come on March 4. The agent,  Cristina, from Efficiency Solutions, said there was no technician available despite William saying it was okay. Then Cristina asked me what is my next availability and then she asked if I am home on March 8. 

  On March 8, at 9:10 AM, Cristina called me to inform me that the technician will be coming in about 20 minutes. The technician, Dan, came at 9:44 AM. 

  Dan informed me that the [compressor] was broken and needs to be replaced and that it is still under warranty. He then informs me that he had called ******* to have a replacement. He did not know when the replacement was coming as he was still waiting for a call back from ******* so he told me that once he has hold of that information, he was going to call me. I ensured he had my contact information before he left my home. He said he had my phone number. 

   

  Until now, I did not recieve any call or email from Dan or from Efficient Solutions in regards of the broken [compressor]. He also told me that he was going to talk with the owner of Efficiency Solutions, Roberto M****. 

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

  Business response

  11/03/2023

  Hello,

   

  Please either wait from the office for an updated on the part or contact our office directly by email. Once we have an update we will follow up. Please note that there maybe some charges due to the nature of your service request and replacement.

   

  Kind regards,

  Customer response

  21/03/2023

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

  March 21, 2023 
  11:33AM (Agent: Cristina) 
  
  I spoke with Cristina to follow up after the technician visit in regards to the A/C. I am aware that the technician, who came on March 8, 2023, informed me that the compression was the issue. 
  I am wondering why Efficiency Solutions did not call ******* if it needs to be replaced under warranty. I believe that compressors last 5 years and this unit is 2 years from the installation date of June 17, 2020.
  I did not receive any updates from the company until I had reached out to them today via phone call (March 21, 2023). Since then, March 14, 2023, I received the response from my letter, that they will update me. 
  I asked Cristina if I could ask for her manager, and she responded that she cannot provide me for the manager, and she ended the conversation.  
  
  
  Sincerely,
  
  ***** ********

  Business response

  03/04/2023

  Hello,

   

  We have contacted ******* directly and a ticket has been opened. We have followed up with them multiple times and we are waiting for them to respond as to whether they will warranty the part or replace the whole compressor.

   

  We will continue to follow up with *******, we will update the client as soon as we have a response.

   

  Kind regards,

  Customer response

  04/04/2023

  
  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. However, I would like to have consistency in regards of the updates of fixing my A/C Unit. This is a prolonged ongoing issue. I have not received any updates from Efficiency Solutions and about the replacement/repair of the compressor. 

  I would like a solution to this ongoing issue. 

   

  I have also e-mailed Efficiency Solutions for an update on March 27 and have not received a response. 
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improper installation of condensate drain pipe preventing removal and installation of air filter. Front panels stuck, so filter cannot be installed from inside furnace. My wife has allergies, so this needs to be corrected.

  Business response

  02/02/2023

  Hi *********,

   

  We have received your request to have repair on your condensate drain and our dispatch dept will contact you to schedule a time to have the service done. For future you can email us service request at [email protected] or call our office 604-620-3442 ext 2 .

   

  we will be contacting you today and sending a technician within 3 hours to service you .

   

  kind regards,

  Client care team 

  Efficiency Solutions 

• Initial Complaint

  24/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had them install a furnace in August. Was tod by Kevin that if there are any issues with the furnace that they will had someone here in less then 24 hours. The gas inspector came by 2 weeks later and there are installation issues. Did not hear of them. I contacted efficiency solutions they said they would look into it. Never heard back. Contacted them again. They finally gave me a date for October 20 or 21. Well no one showed up. Called them on the 21 to get the techs phone number to find out what time they would be by. Guy had to talk to manager. Got back to me and said the tech is in and out of cell service and they can't get a hold of them* * **** **** * ** ******* *** *** ****** *** *** ******** * *** **** ***** ***** ** ****** ** **** ******* ****** ** ** **** ******** **** **** ****

  Business response

  25/10/2022

  Someone from our office will contact Mr. ***** to coordinate when the technician will be stopping by to correct the non compliance. We apologize for any inconvenience

   

  Our office has contacted Mr.***** in regard to this matter. We informed Mr. ***** that we will be in contact with him within this week to coordinate when a technician can come by and correct the non compliance. We do apologize for any inconveniences that this matter is causing. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract date August 4, 2022. Ref #******* between efficiency solutions comfort services and ***** ****** one of two joint tenant homeowners. Heating and cooling system, partly installed, not operable. Payments are 131.37 per month for 10 years, none paid yet, for interest only, though no copies of financial contracts are available. Interest was calculated at %9.9 totalling $9975 according to “Kevin” the installer. However it doesn’t sense. Also it says PAD date is 15th. We don’t know what that means. We want to envoke the 10 day clause, “consumers right to cancel” as per back of contract, however there has been no responses to any of the calls including from 24 hour emergency and priority service numbers as well as email. They currently are advertising BBB * rating accreditation on our contract. Financing and loan agreements were arranged through a third party and No loan agreements were provided. There are only a few days left to rescind the contract, otherwise they can put a lien on my house when I refuse to pay. ********* ** ******** ******** **** ** *** ** ** **** *********

  Business response

  10/08/2022

  Hi,

   

  We have received and response to Mr. ******* cancellation via email. We are honoring Mr******** consumer rights for this cancellation since it is within the 10 days cooling period. We stated on the response to his cancellation email that we will be dispatching a technician to remove the equipment at the earliest convenience. However, it comes to our attention that Mr. ***** is also requesting a buy-out cost for the equipment, if he choose to do so, we will be sending him a buy out invoice quote accordingly so. 

   

  Customer response

  10/08/2022

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

  The text message referenced was misinterpreted and taken out of context, since I wanted to meet with someone from the company since Kevin didn't follow through with the work. English is also my second language and I don't always clearly and effectively express what I am trying to say. However, my niece sent an email to Efficiency Solutions once we told her what happened and she reviewed the documents, and she informed us that we are dealing with a sales ****. See the email sent to efficiency solutions on August 5th at 3:05 pm. It clearly states that the equipment needs to be removed and that I do not want to continue with this situation. If BBB does not have a copy of this email, please let me know, and I will send you a copy. Thank you.

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

  Business response

  10/08/2022

  As mentioned on the previous response. We have received and response to Mr. ***** cancellation's email. We are honouring his consumer's right and proceeding with this cancellation. Our office will coordinate a date and time for the removal

  Customer response

  10/08/2022

  
  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. In addition to the removal of the equipment, Efficiency Solutions is expected to put everything back the way it was before the company installed the heat pump. 

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

  Customer response

  20/08/2022

  To whom it may concern,
  
  BBB was involved in mediating a concern/complaint against Efficiency Solutions Comfort Services and closed the file, since Efficiency Solutions said they would contact us to arrange removal of the heat pump/HVAC equipment. However, as of today’s date, no representative from Efficiency Solutions has contacted us, suggesting they were just going through the motions so that BBB would close the file and indicate that the complaint had been resolved.
  
  Could someone contact me as soon as possible, as clearly, the company mentioned above hasn’t followed through and I am concerned that they may have already placed a lien on the house, even though we had requested cancellation of the contract within the 10-day cancellation timeline indicated on their agreement? Our home phone number is *************
  
  Your prompt attention to this matter is greatly appreciated.
  
  Sincerely,

  Business response

  22/08/2022

  Hi,

   

  As mentioned previously, this cancellation has been processed. As per previous response, we will contact the customer and schedule a removal at the earliest convenience. No lien has been placed on customer residence since we are honoring their 10 days cancellation right. 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After installation of a heatpump with a 10 year warranty, and the monthly payment of a service contract which boasts 24/7 service, we have not received a service call to diagnose why the heatpump isn't working and blows only warm air. A minimum of 10 phone calls with the company and false promises from them to show up has resulted in nothing. The finance side of the company (*****) does not have a working phone number and efficiency solutions routinely doesn't answer their calls even though the message when callinin days you are the next in line and a service rep will answer your call shortly

  Business response

  02/08/2022

  Hi ****,

   

  we are devastated to find that you were unable to get in contact with us. We are looking into our phone systems to troubleshoot the issue you are having getting in contact with us. 
  

  we have brought your service request to our service managers attention and our service manager will be in contact with you shortly to schedule the service.

   

  we apologize for any inconvenience caused and will work hard to satisfied your service needs and gain your trust back as a valued customer.

   

  client care team,

  escs 

• Initial Complaint

  15/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had Efficiency Solution install central AC in our townhouse. They did not install it correctly, told us we can’t lower temp below 24 Celsius or our furnace will leak?? Roberto the owner came in and said he sees the problem, the coils in the furnace freeze up because there’s not enough space for the air to travel. So they need to move the furnace and readjust the duct work to allow air to move better. He said not a big deal he can have that done no problem. I paid him with the agreement that he would finish the job. It’s been 10 months, 5 no shows won’t return any calls and can’t get a hold of him. Call the company daily and it’s always something keep making excuses, and nothing has been done to rectify the issue we paid good money to have central AC, all we have is a leaking furnace.

  Business response

  19/07/2022

  Hi *****,

  We are devastated to find your customer service experience with us has been poor. Our goal is to provide homeowners with Top Tier customer service experiences and we want to connect with you to improve your experience with us. Our company has come to be known for the great customer service and attention to detail in everything that we do, and we'd like to make sure that we are giving you the service you deserve. We are doing our best to investigate the incident and hope to resolve your complaint.

  Our records indicate that we installed a AC system for you, upon the initial assessment prior to the installation the representative included in his notes that he advised ***** that the plenum above the furnace is short due to it being a up-flow furnace in a crawl space and the air flow may not be adequate enough to maximize the cooling ability. He further advised that we can go ahead with the installation and run the system, if there is no issue with airflow then we would not need to relocate your furnace, however in the event that the airflow is not sufficient and the system needs to be moved back and duct work re positioned there will be extra cost associated with the additional work.

  Our Customer Service Manager will be reaching out to you personally to learn more about the issue. We hope to resolve this to your benefit and earn you back as a customer.We will work hard in providing you excellent experiences with us.

  Kind Regards,

  Client Care Team

  Efficiency Solutions

  Customer response

  23/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:it’s been close to 11 months now, you’ve had the opportunity to contact us to finish the job.  Top tier customer service?  We have spent multiple hours semi-daily calling trying to get a hold of management to the point the reception knows us by our voice.  There has been at least 6 scheduled appointments we have taken time out of our schedule to wait at home, no one has shown up or contacted us to inform us they weren’t coming. All we asked for is A/C, as the “experts” you should know how to install the system correctly.  You knew you left us with insufficient air movement causing our furnace to leak.  We had an agreement with Roberto, he shook my hand and said he knows what needs to happen and will be able to correct the problem.  We paid him fully with the understanding that someone was coming to fix it.  You have taken our money and taken advantage of us.  Even now you mentioned someone was going to reach out to us, and still nothing.  We are now in a heat wave mid summer and you’ve left us in the dark.  Now you want more money to correct your mistake in the first place?  The agreement we made with Roberto almost a year ago he was coming to fix this at no additional cost.  Honour the original agreement.  We have paid for a service and a product that you have not provided.  
  
  Sincerely,
  
  ***** *******

  Business response

  04/08/2022

  Our technical division attended the service request and resolved. Equipment is now operating correctly

  Customer response

  05/08/2022

  
  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.
  
  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. ↩