ComplaintsforHallmark HVAC & Enviro-Restoration

• Initial Complaint

  24/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company, Hallmark HVAC & Environ Restoration, was contracted in September 2021 to perform a restoration job at our property (a duplex shared with our neighbors). Mr. Dan H... committed to the following job: - "Remove our 4 existing chimney chase pan covers and replace them with new custom chimney chase pans." Mr. Dan H... collected the 50 percent deposit from us and our neighbor in mid September 2021 and promised to complete the job within 6-8 weeks. After collecting the deposit, he completely went silent and did not communicate with us and never performed the job. With no work performed and no updates from Mr. H..., we started reaching out (via phone and email) in January 2022. To date he never returned our calls. He only responded twice to our emails, once in mid winter, promising to complete the job within a month, which again he failed to deliver. After being fed up by his lack of professionalism, we requested the return of our deposits, thought emails and phone calls. Eventually, he responded on April 24th, accepting his lack of professionalism and promised to return our deposit by the end of April 2022. We are now near the end of May 2022, and he not only has not returned our deposit, but also does not respond to emails and phone calls. For your information, I am attaching the chain of emails with Mr. H... on this matter. Mr. Dan H... has truly demonstrated the most unprofessional behaviour one can expect from a business owner. His failure to perform the job has caused a significant delay in other urgent and much needed restoration activities required in our property. I do hope that BBB can help us address this issue.

• Initial Complaint

  15/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I hired Hallmark Heating, ******* *** **** *** to complete restoration work on our chimney. They are also doing business as Hallmark HVAC & Enviro-Restoration. Dan H***** is the owner. The phone number is the same for both businesses. I have attached an email I sent to him on November 22, 2021, and a letter sent to the 2 addresses listed on their webpage. Our chimney is still leaking. We would like Mr. H***** to satisfactorily complete the job we paid him $4,158.00 to complete.

  Business response

  07/01/2022

  We have been to the home a few times, to try and solve this issue. We completely understand Mrs. ******’s frustration. One of our head chimney masons and flashing professionals, has contacted Mrs. ******, to schedule a revisit, but she has asked, we revisit in March, when it is drier weather and we do not have snow on the ground or on the roof. We have full intentions, of solving this issue and compensating the ******s, for any additional water damage there may be to their drywall. 
  Sincerely, Dan H*****

  Customer response

  07/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution (when completed) is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  18/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We hired this company in spring of 2021, receiving an initial quote of $13,083 on April 29, 2021 to clean crawlspace, encapsulation installation and drainage installation. We've had a hard time reaching the business owner in general, with work dragged on for months. Throughout this process, we have pointed out various deficiencies, including substituting lower quality materials (e.g. in the initial quote he claimed to use a 20MI Thick Crawlsapce Encapsulation Liner for the entire crawlspace, but when we inspected, this was done only in parts of the crawlspace), leaving trash, work not up to code etc. The owner, Dan H*****, is unwilling to address any of the deficiencies. Now we have received an invoice that does not match to the quote. Furthermore, the crawlspace is not completely encapsulated with lack of ice guard on the drainage. We have a hard time getting responses from the owner, and are unclear how to proceed.

  Business response

  20/10/2021

  I would like to note, I made a phone call to Mr. ***, 10 minutes after this, unexpected complaint was made. I most definitely, would have picked up Mr. ***’s  call, if the call would have been made, prior to submitting this complaint. With regards to communication, there was one day, after the project was approved, I did not answer the phone, as I was out of town with my family and Mr. *** called numerous times within a two hour period and was upset, because I did not answer immediately. Mr. *** his exact words were, if I call, you need to answer. Mr. ***, contacted the Better Business Bureau, within an hour and a half, from not having me answer his calls. 
  I received a call from the Better Business Bureau. I then followed up with Mr. ***, immediately. 
  By no means, do I want to come across as argumentative, but the initial project, did not take months, it was actually done over a number of consecutive days, until completed. 
  On the other hand, I will admit, it has been months, from the time we technically finished the project revisit, addressing Mr. ***’s concerns, with our prior employed installers. That being said, I have since, replaced, one of my crews, personally leading all crawlspace restoration projects. I have had a number of communications, with Mr. *** about these issues. The last time we spoke, I did acknowledge, my installers, used our regular stocked 20 mill Encapsulation liner, in a few small areas, instead of the special ordered Encapsulation liner Mr. *** had requested. This was without my knowledge, at the time. 90% of the encapsulation, was Installed, with the requested, special order liner. 
  Being, this is not a regular stocked Encapsulation liner, we use and what was requested, is a special ordered material, from the US, it was extremely back ordered, due to Covid. We were ironically, going to be giving Mr. *** a call this week, to let him know, our freight/order, was to be clearing customs and delivered, October 20. We were going to be scheduling our revisit by phone, on that same day. It is to be noted, there were items requested, to be changed, during the project, hence the revised quote and invoice. This is the reason, for the lower overall cost on the final invoice. Since there is still a balance of approximately $6500, to be collected and no more than five hours of work for me to personally address the deficiencies, as I promised Mr. ***, I did not believe, for any reason, Mr. *** would think we were not going to be back to his home, personally solve the issues, in question, and close the account. 
  This is the first complaint, we have received, with regards to any Crawlspace a Encapsulation or Restoration/Waterproofing work. *** ****** ******** ***** ********
  After speaking to Mr. ***, 10 minutes after seeing this complaint, I believe that Mr. *** and myself, have come to a resolve. Mr. *** has, made it clear, once I have personally gone to his home and have addressed his concerns, he will update his satisfaction status, with the BBB. 
  Regards, Dan H*****

  Customer response

  28/10/2021

  
  Complaint: ********
  
  I am rejecting this response because: As outlined in Mr. Dan H*****'s last message, he would contact us once the Encapsulation Liner is delivered on Oct 20. It has been over a week now and we still have not heard a phone call or expected work completion date for this work. This basically has been our experience and a general pattern with Mr. H***** where he would make promises but did not follow through. The reason why we have to resort to complaining to BBB is after months of Mr. H***** promising that he would revisit the site and rectify the work deficiencies done by his previous workers, we heard nothing from him until we filed our complaint to BBB.
  

  What we are seeking is the following:

  (1) Date of Completion that he can actually follow through and not a random date

  (2) Current Deficiencies:

  - Currently, the encapsulation liners have at least two different thickness indicating that these liners are not what we were quoted.
  - There are also no 6-inch overlaps between the encapsulation liners as required by code to ensure no vapour seepage down the road.

  - Currently, the Encapsulation Liner is sourced from cheaper and much thinner materials and do NOT cover the footing in 90 degrees as described.

  - Currently, the encapsulation liner is not sealed according to manufacturer's instructions (we know it's not sealed as we can see the rigid insulation board)

  - Currently, the insulation is done with 1-1/16'' R5 (again cheaper material)

  - Changes to crawlspace entrance gate from right-hand facing to lift up without checking with us and not what we requested
  

  (3) Completion of work to the specifics outlined in Quote #********* especially related to:

  - 20MI Thick Crawlspace Encapsulation Liner (*************) as we were quoted

  - GPS rigid insulation board as quoted (*** ***)
  

  - Rigid dimpled drainage matting and Encapsulation Liner installed at 90 degree bend up & over raised footing

  - Concrete fasteners & adhesive used to fasten the encapsulation liner to foundation walls and appropriately sealed according to manufacturer's instructions.

   

  There are many other deficiencies that we have documented both in private emails to Mr. H***** as well as photographs.
  

  We have requested many time for Mr. H***** to come to the actual site to inspect these deficiencies and he has made promises that he would come, yet he would fail to show up at the appointed time.
  

  
  Sincerely,
  
  **** ***

  Business response

  11/11/2021

  Since this original complaint, was submitted, I, along with help, have revisited Mr. ***’s home, spending the time necessary, to solve the deficiency issues. Mr. *** and myself, I have come to a resolve. We have also come to an agreement, we will be providing an additional item at cost. We will be installing the additional item, by the 28 of November. Once this has been completed, Mr. ***, has stated, he will be more than happy to, provide an update, he is satisfied with the completed project.

  On this particular project, I was unable to oversee, the progress throughout, the installation process. That being said, it came to our attention, at a later time, the particular lead hand/foreman, on this project, was unfortunately, facing personal issues that was clearly effecting his work and subsequently, had to be let go. From this time forward, all projects of this sort, will be performed personally, with helpers or personally inspected, in one manner or another, throughout the installation process, to insure, this never happens again. Our Google reviews, represent how 99.9 % of our service & installations are provided. 
  Regards, Dan H*****

   

  Customer response

  12/01/2022

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

  Dear ****,

  
  

  Thank you very much for working with us on this matter. Yes this matter has NOT been resolved. Our position has not changed and please post the following response which Dan has also received in email.

  
  

  After more than 6 months, Dan still has not completed the job he has quoted us, including the promised materials laid out in the quote. 

  
  

  We have photographic evidence for every stage of the job and the quality of work is worse than an inexperienced DIY. We are cc'ing the BBB complaints department as you stop responding to our calls every time you receive a payment. We've now paid Dan $9,800 for such a shoddy job that effectively resulted in the following conditions:

  (1) a flooded crawlspace,

  (2) vapor-barrier tape that was supposedly installed in June is now peeling less than 6 months later, and

  (3) crawlspace gate that impedes entry/exit to the crawl space.

  (4) Using worse quality materials than quoted in the original quote (ex: see peeling vapor-barrier tape)

  
  

  In addition, the promised installation of a "Combo, battery back-up sump pump" by Nov 28, 2021 never happened and the remainder of invoice was never voided. As per Dan's usual performance, he never showed up at the agreed-upon date or time. We are forced to then hire a different contractor a week later to deal with the flooding.
  

  
  

  We are now having to hire other contractors to deal with the problems Dan has created in addition to the original drainage issue of crawl-space. Dan's lack of professionalism and lack of expertise has led to more problems and we expect that at the very least Dan needs to issue a full refund given that we've had to hire other contractors.

  
  

  Thank you,

  
  

  ****

   

  
  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. ↩