ComplaintsforWeir's Refrigeration Sales & Service Ltd

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2019, I purchased a central air heat pump from ******. The bill, approximately $15,000, included installation of the heat pump unit, auxiliary heat unit, thermostat, and required duct work. In the fall of 2020, the heat pump was not working properly. Weirs returned and installed a new sensor. After the new sensor was installed, the auxiliary heat stopped working properly (noticed Jan 2021). It would have to be manually turned on and off - defeating the efficiency of the heat pump as we made guesses on when to shut it off again. Jan 2021, we contacted ****** to inform them that after they fixed the sensor, the auxiliary heat was no longer working. We indicated that this was not an emergency and would await a call to have the unit fixed. They never called and no one came to fix it that year. Jan 2022, we experienced the same problem. We called back to explain the situation and that no one ever came to resolve it last winter. We again agreed to wait until a technician was in the area to have it fixed as we did not want to be charged a fee for mileage (the only fee mentioned). We followed up regularly as they still were not coming to fix it. They called in March. The only day were out of the area. We followed up in April stating that after waiting 1.5 years surely they could find a mutually convenient time out of pure customer service to resolve the issue. They called the next week and indicated they would come. There were no mention of any charges. We then received a bill for over $300 to fix an issue they neglected to correctly fix or set up properly in the first place. The thermosets settings cannot be adjusted except by their crew (its password protected). We should not be charged for something that was included in the installation or was their fault during the repair to fix and adjust. The tech explained the setting was on manual and needed to be set up. Nothing we could change nor adjust. We already paid for installation, we should not have to pay twice.

  

  Business response

  03/05/2022

  I received the complaint from ****** ***** through BBB.

  We installed a ducted heat pump on Nov 13,2019 for $14118.44 including tax for ****** *****. In March 2020 we received a call from ****** that it wasn’t working properly. We went to her house and tested the heat pump. We found the outdoor ambient sensor was faulty. We replaced the sensor. This sensor has nothing to do with the auxiliary electric back up heat. We never had a call again from ****** until Jan 22,2022. She calmed the electric heat wasn’t coming on to assist the heat pump on really cold days.She also told us not make a special trip and wait until we were in the area because she didn’t want to pay travel charges. The warranty on the heat pump is 10 years parts, 1 year labour and no travel charges. This is stated on the invoice.

  We wasn’t in the area for the next few weeks until March but when we called she wasn’t home. She called again in April and I talked her about the problem. I told her it sounds like the problem is in the thermostat. The settings has changed. This could be caused from a power outage or the power going on and off or someone changed it.She told me that she watched the tech when he was there doing the thermostat programming so she tried to get into the settings.

  The only settings in the thermostat that are password protected is the installers set up. She can use all other settings. The password is on the back of the thermostat which I told her. She said she had seen it when she changed the batteries in the back.

  Also on the call in April she said I do not want to wait any longer for the service so just come. We made a special trip and found the programming was changed in the thermostat and set it back to where it should be.

  ****** did not call until Jan 22, 2022 so it was not  1.5 years. I think the reason she is saying this is because the heat pump only has a 1 year labour warranty.

  We will send ****** a credit for the invoice of $322.58. I don’t think we should have to but is probably the only way of clearing this up.

  We have been in business for 34 years without one single complaint all because somebody doesn't want to pay their bill.

  Customer response

  04/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17130953, and find that this resolution is satisfactory to me.

  I am happy with a credit to my account. Thank you for your assistance in this matter. 

  I do not agree with the businesses statements about messing with the thermostat and power was never shut off to the pump (except when they serviced it) - we've only ever changed the batteries or done as directed by the company specifically. And yes, this has been a 1.5 year issue. The business has otherwise been very good to deal with through installation and when the sensor went. It only went south after that. This has been quite unfortunate and I wish it would have never had to come to this - we were left with no other alternatives to find an acceptable solution. 

  Thanks for your assistance,

  ******

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