ComplaintsforHillcrest Plumbing & Heating (1991) Ltd.

• Initial Complaint

  24/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hillcrest Plumbing was doing a repair in the rental house in which I was a tenant. The worker broke a large glass carboy which I'd made into a terrarium. No one from the company made any attempt to contact me about it, and when I contacted them, they told me to talk to ***************** (not sure about the spelling) who told me they'd send me a cheque.They didn't send me a cheque. When contacted again he asked for my address and postal code (which I assumed the company had had.) and said he'd send a cheque.He didn't send a cheque.Some time later I phoned and ********** said to come to the store, on Main Street and they'd give me the money for the terrarium they'd broken (and had admitted to breaking).When I got there--this was on Sunday , Jan 21st; they broke my terrarium in October--a different employee involved herself, began questioning me as though I were trying to rip THEM off, even though D.L. told her that their employee (*****) had broken my terrarium with his Saws-all and that they should pay me.After my explaining, again, what had happened, this new representative of Hillcrest Plumbing said that she would locate a new carboy, as the price was too high for what I'd seen for sale second hand. (They don't make teardrop-shaped glass carboys anymore, you can only get them used.)She told me that if she failed to locate one for a better price I could come back and they would write me a cheque for the one I'd seen on Etsy. But they didn't do that.This same employee sent a link to a carboy for sale on Etsy that was half the size of the one they'd broken (and that I'd sent them a picture of with a measuring tape beside it) asking if it would do. I told her it was the wrong size.Then nothing. When I contacted her again, she said that I would have to provide her with a receipt if I wanted to be paid for the property they broke. Otherwise they couldn't write it off. I just don't think these people are acting in good faith anymore.

  Business response

  23/02/2024

  Hello, we communicating directly to *************************. For future references please note that Hillcrest Plumbing do not associates with BBB, we do not wish to engage with BBB and please do not send us any complains. If you need additional information, please contact manager *** : ************, or email direct to : ******************.

  Thank you,

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

• Initial Complaint

  28/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thursday November 2, 2023: Called ************ at 7:08am left message with service. Message indicated that our top floor was very hot since yesterday. We wanted that fixed as well as reg maintenance done. Received call from ************ at 7:20am they (male) confirmed a technician could attend Friday Nov 3rd. between 12pm and 2pm. 8:05 am Nov 2 I called ************ back to confirm that we were looking for the valve repair and to also have annual maintenance done while tech there. Person on phone agreed said that the reg service could be done as well. Friday Nov 3, 2023 waited at home from 12 until 2pm for tech to arrive. Called ************ at 2:02pm to inquire about service? Man on phone told me that they had someone call in sick and they were delayed. He started off to say that he wasnt sure if they could get to me today. I asked why he had not called to advise of delay or contact me, the customer to arrange anything? He had no reasonable explanation. ** ***** ********** * **** **** *** **** ** ***** *** ** ************* *********** He eventually said someone would be there between 3 and 5pm. at about 3:15pm my husband called ************ to speak with hillcrest they had previously treated us the same and used same exhaust for lack of timely response and the person on the phone has quite the attitude of not my problem. They eventually said someone would come and would do both valve and maintenance.At 4:31pm I called hillcrest to inquire about the status of the person who was supposed to be attending our house. The hillcrest person put me on hold tried to get a hold of the tech. came back on the line and said would get back to me. Person still at other job and not answering phone. At 4:44pm I received a call from ************** ************************* he called to say he was on his way, wanted to confirm that it was still a good time to come over. Advised yes. ****** didnt arrive until just after 530pm. he began work on replacing the upstairs valve. Once that was complete, he continued on with the annual maintenance. At some point while my child and I were sitting in the other room there was a loud boom (small explosion) and the fire alarm went off. Around 645pm. It was obvious *** did something wrong to create a gas combustion/explosion. He was obviously in shock, hurt with flash ***** to his face and was unable to calm himself. During the course of the time that *** was working on our boiler you could he his phone going off non stop with text messages and calls which he continuously answered. He was obviously distracted by the phone- not focusing on the task at hand dealing with gas. At one point in the service he said he had to go out to his van to get a part for his ***** that needed it. this as at, at least 6pm-630 at night on a Friday. Shortly after the explosion my husband got home from work. We again confirmed if *** was ok he said he was but didnt feel comfortable continuing he said he wasnt sure what happened as the boiler looked great didnt really need servicing. We didnt disagree that he should stop and go. Eventually *** cleaned up his tools shut the boiler and gas off and went home (pickled up by friend left his work van on our Street); as he was leaving, he confirmed that either he or someone from hillcrest would contact us by 9am Saturday morning to return and fix situation. Saturday November 4, 2023 At 951am I called hillcrest left a message with answering service to ask why we hadnt been contacted yet obviously a bit concerned that tech last night almost blew us up. At 10;14 am I received a call from ************ **** - confirming he was finishing another job and would be there shortly. Asked if he had the address yes he confirmed. 11:13am received call from **** asking to confirm address it was slightly off gave him correct. He arrived shortly there after. **** got to work and advised that they had not been able to get a hold of *** yet and therefore were unable to confirm what it was that he did or didnt do. He commences servicing the boiler and checking that it is safe. Eventually **** tells me that the expansion tank is clogged and needs to be replaced and that the auto air vent isnt working properly and those should be replaced even thought the last tech said everything looked great and the boiler didnt need service. So who is lying? He also says he has to bill be for the zone motor installed by *** last night. **** completes his service and cleans up after assuring that he has checked everything looks good; no gas leaks. He leaves.At about 140pm Saturday afternoon there is another boom and explosion in my home while playing with my child. The explosion blew the closet door partially open of the utility room. I called **** to advise him what happened. I turned off power, gas and pilot light. **** advised he will come back over. At 2:22 **** calls to advise that he is enroute. Stopping at shop to get gas valve asked me to send him pics off current so he gets correct one. Sent text pictures at 2:23pm Once **** arrives I advise him that the valve was just replaced April 2023. He suggests I call contact the other company to get warranty on it. He believes its faulty. **** continues to work on changing the valve. Has a co-worker (or apprentice?) with him - ***********. They were also trying to get into **** van but dont have correct keys. They confirm that they still have not heard from or been able to contact *** since Friday to know what he did or didnt do. ***** explanation of faulty valve was that it was not pushing gas threw and high enough pressure so it would build up as not getting to pilot light to be lit. then once it is lit, combustion like BBQ with lid closed and gas built up. **** also mentions something about the flow of gas not being close enough to the pilot lit, it may have been moved In that ************* have done something to disturb it on Friday. **** continues services does checks for safety. Confirms that the new valve has proper flow of gas and is safe and everything working. **** cleans up and gets invoice ready. As Im paying I ask for the faulty valve so that I can pursue a warranty with other company. **** for some reason seems reluctant to give it to me. He says oh well send it in as we changed it out. I said youre going to send it to pioneer for us to get warranty? As Im confused, no sure why he would be reluctant to give it to me. He just changed tactic and then said ok if you want it you can have it and I had to go out to his truck to get it. No way to confirm that it was the one from our boiler as it had already been taken out of our home. 744pm noted that the heat was working, lower floor temp was set at 22, but temp reading was 24. Sunday November 5, 2023 10am *** was picking up his work van from our street while my husband was out getting into his vehicle. Chatted with *** *** said that he tried to attend hospital but was over 6 hour wait so didnt. when husband stated that Hillcrest was trying to get a hold of him yesterday to ask about what he did *** stated that he had been in hospital until 4am - even though he just stated he didnt go. Sunday 7pm upon returning home from a day out we noticed that house was cold. Thermostats were on and set to 22, but inside temp was 20 or 19 depending on location. Turned heat up to 28 to see if Boiler would turn on waited 1.5 hours. No heat no ************* from boiler - temp continued to drop. Turned all power and gas off. Monday November 6, 632am called hillcrest left message with answering service to get a call back about 3 times someone has been to our home and we have no heat. 7:06 am also texted **** to advise that we have no heat. Let him know I left a message with hillcrest answering service as well. **** advised he could come back later today I asked for 1pm. He said cant give exact time but will give me 30 min heads up. Eventually **** attended and changed the thermocouple which is part of the gas valve that he already replaced - why didn't he replace the thermocouple when he was there on Saturday telling me the gas valve was faulty??? November 8, 2023 I called hillcrest, left a message with someone saying they would get **** the service manager to call me back. November 9, 2023 I called hillcrest again, spoke with ****** who advised me that **** the service manager was out sick but confirmed that **** was at work yesterday. I advised ****** that I was concerned at lack of follow up from Hillcrest given what had happened in our home. ****** said he only found out about the explosion yesterday and that he was not at liberty to do anything about it. November 10, 2023 I called hillcrest again and this time was able to speak to **** who initially wanted to nothing to do with listening to my concerns about what had transpired. Eventually he said he would see what he could do about out bill and call me back today. He noted he would call me back today as he was going away on vacation next week. As of today November 27, 2023 I have had no follow up from Hillcrest. We paid two bills one $672.99 and one for $503.47. Hillcrest has done nothing to own the part that they played in the stress we incurred by the incompetency of their first tech and then the second tech trying to pass off the gas valve as faulty after being wrecked by the first tech. ********* ****** ** *********** ******* **** **** **** ***** ****** *** ***** *** ***** *** ***** ** **** *** ***** *********** ** ****** ****** ****** *** *** **** *** ** ***** ************

  Business response

  21/12/2023

  We have refunded invoice ****** for the amount of $503.47 charges for the gas valve replacement. We did not charge the customer for any of ***'s time or for the new thermocouple. I apologize for any inconvenience and stress this has caused.  

  Customer response

  29/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint and accept resolution. We will no longer use the services of this business.

  
  Sincerely,
  
  **

• Initial Complaint

  13/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Details: - Work Order ******, dated November 28, 2022 - Amount of quotation, $7,800.00 + GST - Hillcrest committed to complete repair of leaking water main, including supply of material, labour, excavate, backfill and reconnection to house - Hillcrest did not fulfill completion on time (ie. should have been 3 days, and ended up taking 10 days) due to internal faulty scheduling which deployed insufficient crew to handle excavation and backfill. - Hillcrest promised me that two extra labor hands would be sent on site. This did not happen, and the owner did not bother to follow up with me. There was no attempt by the owner to resolve the problem. - I reached out to the owner both verbally and in writing to consider lowering his quote on account of the inconvenience suffered, and his significantly lower labor cost. He refused. - I will not settle this matter until my complaint to BBB is filed and addressed.

  Business response

  22/12/2022

  Please see the attached letter

  Customer response

  06/01/2023

  Please find my attached reply with respect to Hillcrest Plumbing's December 22, 2022 response to the BBB.

  
  

  If this Complaint is worthy for publication on your website, please let me know if you need further approval.

  
  

  Thank you,

  ******

  
  

• Initial Complaint

  17/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was up sold a pump that was beyond what I required causing a loud noise and vibration in the house every time someone uses the plumbing. When asked to have it replaced with a more suitable pump I've not been able to get them to come back since October 5. Every time I call they say they will come and never do. I even scheduled appointments and there’s always an excuse why they can't come. I've been polite, patient and accommodatng however, I'm no where closer to closure. I'm very upset, no longer believe them when they say they will come and have now other recourse to get them to resolve the problem.

  Business response

  19/01/2022

  The issue has been resolved with the customer.

• Initial Complaint

  17/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had water filter installed but plumbing is uneven and pipes are resting of the wall at an angle seeking refund of 420 dollars and have someone, seniority preferred, and not same person that installed, to set up correctly.Complained at time of install but fell on deaf ears. Complained afterward and sent pictures but no reply .Sent again recently but also no reply.

  Business response

  12/04/2022

  Hello, we have left messages for customer to call the service manager but customer has not replied. Thanks.

*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. ↩