ComplaintsforOromocto Plumbing and Heating Ltd.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 16 Nov 23, over the phone I hired the Plumbing and heating shop (P&H S) to install a heatpump in my house. They stated they would install a 3 ton heat pump in my house. On 27 Nov 23, The P&H S came to my house to measure my ductwork. On 30 Nov 23, enercheck performed a energy survey in my house. The technician a former HVAC technician, recommended a 1.5 to 2 ton heat pump stating anymore would cause issues in my size of house including poor dehumidifing, poor energy saving do to short cycling and system freezing in the summer. I contacted the P&H S to talk about my previous interaction with the enercheck technician. The receptionist became immediately defensive requesting the technicians name to have him apologize to me for misleading me. I contacted *** ********** to seek a second opinion. On 4 Dec 23, E.T. came to my house and evaluated the homes needs, They corroborated the information from the previous technician. And recommended a 2 ton heatpump for my home. And provided me with a quote including a cost of approximately 550$ for ductwork. Later that day I contacted the *** * *o cancell my install. The receptionist indicated there would be associated fees to canceling the install to cover the cost of pre produced Ductwork. On 5 Dec 23 I received a invoice for 2530$ for ductwork. I contacted the P&H S and indicated it was unreasonable. They informed me that if I didn't pay or continue with the install they would seek collections. I provided copies of my *** * ******** ** *** and they pointed out several red flags and misleading advertising.

  Business response

  12/12/2023

  We will not comment nor attempt to defend ourselves over misleading information.  The fact is that this customer ordered his unit and signed for his financing.  Based on this, we sent a foreman to site to conduct all of our drawings the week or two before the installation date and then built the ductwork required to install in his home.  Three days prior to the installation date, he canceled his order.  We will not get into a 2 ton vs 3 ton (Split entry home requirement) or the fact that the heat pump ordered is a 2-3 ton unit on a switch, but rather, this whole complaint is simply because he now has to pay for the ductwork that was built on his behalf and order.   This is the whole attempt on his part to file a complaint, in hopes that he will not have to pay his bill.  If the bill for his ductwork is not paid for within 10 days of his installation, we will be sending it to Collections. 

  Customer response

  12/12/2023

   I am rejecting this response because:
  
  The PH&S states the work cancelled 3 days prior to install, the date they scheduled was 18-19 of December, 2 weeks notices was given. To cancel the work

  Business response

  12/12/2023

  *Without Prejudice* The facts are that this customer cancelled his order after he worked extensively with us, after many correspondences and quoting.  Then he  signed the financing documents and entered into an agreement.  We based on this, sent a foreman to his home and measured up all the ductwork required to be built and contracted out this work.  The cancelation was on or about the 6th or 7th of December.  He was scheduled to be installed Monday December 11th and 12th.  This is 3 working days.  However, regardless of the time period this customer believes the work was scheduled, the fact remains that he entered into a signed agreement, and based on that, we had products built for his installation that he is liable to pay for.  The product in question is his and he can use it with whomever he chooses to conduct his installation.   As previously stated, if this customer does not compensate us for the expenses of the products that we had manufactured for his home, the outstanding bill will be sent to Collections and we also will reserve the right to commence legal proceedings to be fully compensated.  We will no longer be responding to this frivolous and malicious complaint. 

   

  Customer response

  14/12/2023

   I am rejecting this response because:
  
  Good morning

  
  

  I reject the response from the Plumbing and heating shop.

  
  

  It is believed the cost of the ductwork to be unreasonable. 

  
  

  On 7 Nov 23 the undetailed quote was made before entering the home to evaluate the specific needs of the property. The ductwork in the home is pre-existing and are only adapting it to the new system.

  
  

  The resolution I seek is to pay a maximum 550$, the termination of the "FinanceIt" agreement, and end communications with the Plumbing and heating shop.

  
  

  Thank you for your time

  
  

• Initial Complaint

  13/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had this company come and install 3 heat pumps in my home on June 15th, 2023. During the install there was a dent put in my outside chimney pipe where they were working on two of the heat pumps. I emailed them about this and they told me they would not replace anything as it is simply cosmetic. They sent another technician out with a dent puller to try and "fix" the damage at which point the technician drove a screwdriver up into it and further damaged the pipe on the inside. I was concerned so I reached out to the company that installed the woodstove and they assessed the damage from pictures I sent them. It was confirmed with them that the damage caused has made the chimney pipe no longer usable because it is not to code. I also confirmed with the woodstove company that they have the part in stock in their store. I sent this information with pictures and a quote from the woodstove company to The plumbing and Heating Shop on June 21st at which point the company did say they would fix it, however it has been 3 weeks of me trying to contact them and when I am able to speak to someone, they will not give me any information as to where the so called ordered part is and when it will get fixed. I get told not to worry about it and just trust them that I am in good hands, My most recent telephone conversation July 12, 2023 was with the owner who when I asked for update details, swore at me, called me a Karen, told me I was acting like a child and said I had to stop calling them as it's not a priority for them. Also said if I did not stop calling that he would tell me to ``pound sand`` and leave me to figure it out myself. The customer service is absolutely horrible and I have NEVER been spoken to like that before by ANY business. All I am asking for is an update as to where the part is, since it has been 3 weeks since it was apparently ordered and when I can expect it to be fixed. I just want it to be returned to the condition it was in before it got damaged.

  Business response

  17/07/2023

  This person accused us of putting a small dent in her outside Chimney while installing her heat pumps.  None of our staff is saying they could have done this, but instead of making it an issue, we sent one of our technicians over with a dent puller.  The husband was verbally abusive, as he didnt want it fixed but replaced.  The technician tried his best to remove the dent.  The puller did not make it perfect, so he took the bottom of the T off and tried pushing it out with a screwdriver.  This made for a small round hole in the insulation where now the customer wants a complete new T fitting.  Again, to not cause any issues, I told them we would simply order a new T and have it installed by a license technician.  The chimney would not be used till the cold months and we are extremely busy, but that the T would be ordered and arrangements would be made to have it installed.  The customer has not stopped harassing us and last week I had enough of them and tried my best to tell her that we would be taking care of it and not to worry.  She wouldn't stop and was acting like a crazy Karen.   I told her if she kept it up, we would cancel our order for the part and not bother helping her, when we do not even believe we did the initial small dent on the exterior. To just stop and start acting like a normal person.  Instead, she kept going and I hung up.  She must have went to the BBB right after that, just like these kinds of people do when they don't get their way.  I contacted her and told her to remove the inaccurate complaint or that I would be cancelling the order for the new T and would would not be helping her.  I will also remove any warranty we were going to give her on the new heat pumps.  We simply do not want to have any more to do with her.  I even suggested that I could write her out a check for $500 to simply get her our of our hair, as the part is a little over $250 and then some labor to install.   She refused saying she got a price from a local supplier that is closer to $900.  That price is just ludicrous, as she can even go on line and see the price herself.  We are still willing to help her but not till she removes her slanderous complaint.   Jacques 

  Customer response

  24/07/2023

   I am rejecting this response because:
  
  The information given is incorrect as I have two different quotes for prices on the part and install which is more than what is being stated in the business response. Also I was calling to find out where the ordered part was and when it would be installed, I still to this day have not been given an answer on these simple questions. If the company can provide these details we would be able to move forward however they refuse to. Now I am being threatened to have my warranty taken away that was paid for and agreed to by both parties by way of contract. This is not how a business should conduct themselves. 

  Business response

  24/07/2023

  *without prejudice*

  We are no longer going to respond .   We told this customer we would take care of it but she just kept calling and hassling our phone lines.  I warned her that if she continued, we would cancel the order for her chimney and to just be patient and act normal, she continued and I had to simply hang the phone up on her.   I have now cancelled the order.    Until she conducts herself properly, we will not be helping her as no one needs to put up with such an unreasonable attitude. 

• Initial Complaint

  05/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a heat pump from oromocto heating and plumbing 4 aug 2015. installation included, price was $2970.63. bought an extended warranty for $536.74, 10 years parts and labor. on weekend of 8 may 22 stopped working and was due to circuit board in outside unit. around 2 to 3 weeks later came out and replaced part. unit worked for 1 day and part failed again. excuse is they are still trying to find the part as this model is not available. very rarely able to reach them, goes strait to busy with no voice mail. when i do reach them, i am told they are still working on it but will not replace unit and continue to push a purchase of 3 x units for $5000, saying that they are giving me a really great deal (i don't need 3). I've just recently discovered that everyone qualifies for this "deal" due to Gov rebates. to this point, i have gone all summer without air conditioning on the living level ( i have one in the basement) and am becoming concerned as we move into fall as this is my primary heat source. i've tried showing up personally, but the show room has been closed for at least 2 months due to trying to catch up on service calls, according to sign on door. i have all paperwork if required.

• Initial Complaint

  26/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I gave the symptoms of my heat pump problem over the phone, not knowing exactly what the problem is, the receptionist told me that they it sounds like this, and they wouldn't send someone to see, and they would order my part, but not until I paid for for it first. Which I did, in cash at the store. 6 weeks, later the part arrived, the technician called to see if i was home, and he came to install the part, when he got here and attempted to install, he said this is not the part you need, you need this part. He said he would take care of it with the company, 6j weeks later, i called again, the company had no idea what i was talking about, and agathered all of my info again. 6 weeks later, I went back into the store for a refund because it was the wrong part, and have since decided to go with another company because of the poor customer service, at which point they initially refused to refund my part. After back and forth arguing, they decided to refund my part, and then produced a bill which didn't exist before, for service call, for install of parts and diagnosis, the install of parts did not happen, and i never asked for system diagnosis. so, i was only able to get partial refund of the 335$, at $211.60. However, it seems as if they had planned to keep the cost of the parts, I wouldn't have had to pay the bill because it didn't exist.

  Business response

  11/08/2022

   

  This particular person called with a noisy heat pump.  It was an ** unit that is notorious for fan and bearing issues.  So instead of charging this person a service call to confirm the issue, then later charge him to install the parts, we thought we would be proactive and order the parts so that way, he would only be charged for the one service call.

   

  The parts came in and when we went to site to install, it was not the normal motor and bearing but another issue entirely.  The customer was told then what the issue was.

   

  When the customer came back to our shop, he was reimbursed for the parts he had ordered but didn’t want to pay for the service call.   So with us trying to be proactive, and save him a service call, he decided to try and bully and make a scene in our shop as he didn’t want to pay for the service call.   He was told to leave.

   

  This complaint is simply his avenue to try and bully us once again.  Unfortunately for him, this will not be tolerated. 

   

  I did try calling you but it kept going to your answering service.

   

  Kindest regards,

   

  *******

  Customer response

  11/08/2022

   I am rejecting this response because:
  The service call was for diagnostics, which i did not ask for. I asked for install of parts, but it was the wrong parts.  Nor did they ever try to contact me to refund my money, because it was more than the service call. They attempted to keep my money for the part, until I made a scene.  I didn't even get a bill for the service call, until 5 months after, when I finally got my money back for the wrong part.

  They did ask me to leave the store, as I'm sure, me being there for 45 mins trying to get my refund wouldn't be good for business.  As for calling me, I have voicemail. and there was no message. I have email, there was no email, as for attempting to contact the business, I called no less than 100 times, there was no voice mail, and 5 visits to the store during advertised store hours before I actually found them to be open.

  
  

• Initial Complaint

  14/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Last August I bought two heat pumps from the company. Paid 8000 got a ten year warranty. June 23rd 2022 One pump broke I called to get a repair. No one came to Look at pump. Was told over the phone it be a week for the parts. A came and went. No call to me. So I called was told it be anther week. So I waited. No call after a week. They told me it be end of August. I'm a senior and my house is 100 degrees . It's horrible. I have fans on but they don't do much. I explained to the person that this will not do. My house is too hot. The girl snapped at me get a fan. She was very rude. I asked if they can just replace whole unit since they can't get parts. They snapped and said that's wasting their time. My house is unbearable I can't wait till August. Company will not help me. At my Whit's end. I've been calling and they are not helping.

  Customer response

  04/08/2022

  So it's fixed. And it turns out if they actually sent a tech three months ago like we asked. It would of been fixed then. It was leaking refrigerant.    But atleast it's fixed now. Mabey they will listen to customers and send techs out. 

*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. ↩