ComplaintsforScotia HVAC

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this heat pump and it hasn’t worked right since I purchased it . A technician came and told me it wasn’t put together properly but he didn’t tell the company this . I have complained several times about it and nothing . Now I’m waiting for a part for it ( which I had to call about because no one called once the technician left ) bottom line I’m paying for a unit that has never worked probably . I’m a single person and ended up paying for something that isn’t working . Very poor communication with this company . I’m tired of dealing with them snd want my money that I had paid snd I want the units to be taken out . I’m done with this company

  Business response

  07/05/2024

  Hello,

  I am sorry that you are having a trouble with your unit.  I will have this looked into right away.

   

  Thanks

   

  Management

• Initial Complaint

  16/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not go with Scotia Hvac for heat pumps. Especially if youre a senior. My 88 year old widowed grandmother got heat pumps from this company for her and her basement apartment which was vacant at the time. They charged her $20,000 for the job and it wasnt installed correctly. I moved into the basement apartment in September 2023 and noticed that my living room is connected to her living room upstairs and bedroom is connected to her bedroom upstairs. Theyre supposed to be seperate and split so she doesnt have to pay for the power for the one heat pump for up and downstairs and I dont have to pay for the other up and downstairs. Theyre different apartments and the heat pumps should never be set up this way. We called for service which we were charged 200 bucks for someone to come out, look at it and say what we already know. Its not hooked up correctly and left. Called the main number again and was always put on mandatory call back but never was called until manager called months later and tried to charge my grandmother more money to fix their mistake. Pretty much blaming an 88 year old senior for not noticing their mess up. 7 months has gone by now and still waiting word on the complete fix. Talked to sales, installers and managers to try to get this fully fixed but they still havent returned my calls/emails or update on when will this be fully done. They took her $20,000 plus another 200 for the service fee and its still not fully done correctly.

  Business response

  26/03/2024

  We have been out to this home and I believe everything has been sorted out.  If this is not the case, please call us at *** **** and we will look into things right away.  But I believe everything is fixed.

   

  Management

  Business response

  26/03/2024

  We have been out to this home and I believe everything has been sorted out.  If this is not the case, please call us at *** **** and we will look into things right away.  But I believe everything is fixed.

   

  Management

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father purchased a ****** heat pump from Scotia HVAC approximately 3-4 years ago. The unit has a 10 year warranty. It didn’t work most of last winter waiting for parts. When he turned the heat on in October this year no heat. I called Scotia hvac and paid them $195 to come and look at the unit. The technician has been there replaced parts, and it is still broken. Since October there have been 54 phone calls back and forth and still nothing. This unit was purchased through NS power and he pays for it monthly and they won’t fix it. He wants a new unit as this is the second winter this has happened. Meanwhile he continues to buy thousands of dollars of oil. I would like his unit fixed now. My father’s name is ****** ******** and he lives at ** ****** st *********l NS. Any help would be appreciated. Thanks Donnie Greenhow Thanks

  Business response

  07/02/2024

  Hi Donnie,

  I am sorry that your father is having problems with the heat pump.  I will make sure there is a priority to get this fixed.  Thanks very much for your help in this matter.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a heat pump 3 years ago , had them come and they recommended a 4 head unit and another single head unit . We have had them here multiple times over the years usually this time of year paying the diagnostic fee every time even though we had purchased the 10 year gold parts and warranty . It was hooked up inappropriately in my opinion ( also anyone else who’s seen it ) I have my mother in a basement unit yet they put the big single unit up on the main level with 2 heads of the 4 head unit up in our bedrooms and 2 in the downstairs unit . In my opinion it should have been a 2 head down stairs and a 3 head upstairs because the downstairs needs heat longer and you can’t switch over unless both can change over . We were told very early ( after the first call ) that the 4 head was going to be an issue because it wasn’t appropriate for the need , we have had every motor replaced in each head with the exception of the one in our bedroom which we called about this week because it’s gone I’m sure and the the same 4 head unit seems to have a refrigerant issue and is icing up even though it’s not even cold yet , we never have the upper unit on because the downstairs won’t heat if we do . The owner was out ( think it was the owner ) one of the times and assured us that the unit could handle the 4 heads though their own employees have said yes it will but it’s not going to last because it’s working so hard . I honestly think we should have been given a new system install we paid thousands still being paid and went with their suggestions of what was best at the time and the system has blown every motor and we’ve paid the almost another 1000 in the diagnostic charges . I called them 2 days ago with this recent issue , the lady said we would here backThursor Friit’s 10pm Friday so perhaps Monday ??? If the equipment is ******* shouldn’t Scotia hvac be making the company recall it and give us a new system , so disappointing:( no loyalty to good customers **** ***** (bystrom)

  Business response

  08/01/2024

  Hello,

  I am truly sorry that you have had problems with your heat pumps.  That said, the assumption that a large heat pump in the basement is required is incorrect.  The size is not based off square feet.  The size is based off of heat loss/heat gain.  Your basement would have the lowest amount of heat loss/heat gain and would need a much smaller number of BTU that the main level.  

  As far as fan motors, these are a very common part to go in any brand.  It was not about the unit being defective or a particular brand.  We deal with dozens of brands and every single one of them will have issues with fan motors.  The reason is really simple - because heat pumps with inverter technology are designed to run steady.  They ramp down or up as needed and try to avoid shutting down as it is more efficient to avoid the on/off cycle.  So, because of the heavy usage, they can easily wear out.  

  The great news is that you have a fantastic warranty and that covers these parts - even as they age and the parts become more expensive.  

  Sorry for your trouble - and we will note your file to make sure that any priority service we can give you, we will.

  ****

  Customer response

  08/01/2024

   I am rejecting this response because:
  
  Every motor has now gone at least once since we purchased them we did choose to pay for a complete warranty for parts and service but having to have you here more than once or twice every year and having to pay almost 200 dollars a trip above and beyond the total warranty that we paid for is very frustrating, especially since you state this is expected to happen repeatedly and ( we even turn off one of the heads when it stars making the noise so that we can save the fee until another starts acting up and 2 different staff members of your company have told us1.that the 4 head heat pump is working so hard for what is considered above what is preferred that it will keep blowing these parts and shorten its life and the 2 that it will continue to cause these to fail and should not have been what we were told would be best for our needs . My question is why when we went with what was recommended as required by your company with no cost spared and top warranty available do we still end up with service calls starting every winter as soon as we start running it , I had heat pumps for 6 years in my last home in Halifax with no parts failing and our friends and neighbours are shocked at how many times we need to have service calls in . This does not seem like a good brand of heat pumps or it seems like something should have been done differently ( 3 individual maybe) I don’t know but they seem to run them selves to death and this is not a huge home , 3 bedroom 2 baths 3 people living here . Also someone was supposed to call us back last week Thurs or Friday and it’s now Tues still no call . Just disappointing. We are good customers and this doesn’t seem fair . 

• Initial Complaint

  23/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for heat pumps through ** *****'s Efficiency Program and selected *** as the Contractor and Enerchek for the initial assessment. Enerchek recommended I get 2 heat pumps , new thermostats and an upgrade to my electrical panel. Meanwhile, my neighbor had applied several weeks after I did and got his installed by Greenfoot in Sept, getting 2 heat pumps,new thermostats and covers for them, while I was still waiting for my install and being told by ** ***** they didnt have any info as to why mine was delayed. After several escalations to Supervisors there, I was told I would be visited by an *** Heat agent. When he arrived he told me I would be getting only 1 heat pump and 1 thermostat because thats all ** ***** approved, but made me sign for 2 heat pumps and 7 thermostats, " in case ** ***** approved" approved 2 of them. I immediately called ** ***** to complain and they then changed their story and approved 2 heat pumps. #1 what if I was really approved for 2, and the salesperson said I was only getting one and I accepted that ? Would they have been paid for w units and sold the other one privately? #2 They did the install Dec 19,2023 and we had severe winds and the techs let my storm door fly open several times and it caused the cylinder bracket that screws into the door frame to be ripped out, splitting the casing of the door frame. When I filed a complaint , they denied any liabilty and said I had told the techs it was already broken, which is an outright lie. Something very shady is going on here, as there is a dispute with ** ***** and these other contractors, as Greenfoot was given the original contract without a bid and tender process. This has caused me severe stress and I am a recovering cancer patient and this has affected and impacted my health severely. I am considering filing a fraud complaint with the RCMP as well, because I believe they are scamming people out of the equipment they are entitled to.

  Business response

  02/01/2024

  Hello,

  I am sorry for any confusion with your installation.  Please understand that we are not in any way part of ** *****.  If they gave you conflicting information, it in no way reflects on us.  We can not control how they operate or reprimand them for there mistakes.  Now, I certainly don't think they did anything intentional and we all make mistakes, but please don't judge *** by the mistakes of a third party.

  We are simply contracted out by ** ***** to install heat pumps through the free heat pump program that they manage.  They dictate to us what the approvals are, including how many heat pumps someone will get.  They also send us the info when on there time frame.  If there was delays, please don't judge us for that.

  I wish there was more I could do to help you out.  I hope that your new heat pumps save you lots of money heating and give you relief from the heat in the summer.

  ****

  Customer response

  03/01/2024

   I am rejecting this response because:
  My complaint was in regards to the damage to my storm door and door casing when the technicians were here and let the door fly open several times during a windstorm. The techs also told me I needed covers for the outdoor units at my cost, when my neighbor got his for free with his installation under the same program
  
  

  Business response

  08/01/2024

  I am sorry but when the tech arrived, he was told directly by you that the door was already broken.  When you apologized about this fact, which was witnessed by the 2nd installer, it was very clear it was preexisting.  I am truly sorry that the Free heat pump that we installed for you somehow made you want to lash out at this company.  We are trying our best to make everyone in the program happy, and this is the first time that anyone has said anything bad about the Free service that we provided.  I wish we could make you happy.  At this time there is nothing else we can do for you.

  Customer response

  08/01/2024

   I am rejecting this response because:
  
  This is an outright lie. My door is new purchased in 2020 and I have been doing nothing but doing improvements to my home. That day, there was a wind storm and the techs let the door fly wide open several times and apologized and I told them to be mindful of the weather conditions. The fact that you are lying about the situation is infuriating. MY DOOR WAS NOT BROKEN BEFORE THE INSTALLATION WAS DONE ! I maintain my home, having installed new windows througout, new doors and storm doors, siding, new roof, floors , fixtures, hot water tank. As well, I am now having problems in my electrical panel, as the breaker for the livingroom unit keeps tripping off. If it seems like I am lashing out, it is because of you lying about the situation and me getting a " free " heat pump has nothing to do with ***, it is subsidized and you have been paid by ** ***** to install them. I also expect to get the covers for the outside units as my neighbor did, Greenfoot installed them at no cost and I expect the same.

  I am willing to work with you but you are lying about the door being broken. Now I have a draft from the gap in the door and the seals are messed up. I am seeking a solution but you are denying any responsibility. How about asking the techs if they indeed let the wind catch the door and having fly open several times. The cylinder was pulled almost completely out of the door frame and I would have noticed if it was broken before the installers came to install the heat pumps.

  I have no reason to lash out at your company, I chose you from the list ** ***** supplied me with because of the positive reviews you had. I should have gone with Greenfoot, however, as they seem to be ** *****'S preference as their jobs are done months before mine was and are supplied covers for the outdoor units. I am a recovering cancer patient and this stress is hindering my recovery . I want you to send a representative to look at my door and verify the damage and compensate me for the cost to repair or repl*** it and I will not relent in complaining to ** ***** and posting reviews of your company until I am made whole again.

  You will not simply wash your hands clean and deny responsibility when the techs know they were careless when entering my home in such weather conditions on December 19 th, as the weather conditions records for that day can easily accessed.

  Sincerely

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

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A 3 head heat pump system was purchased from Scotia HVAC in May 2022. The invoice states May 25, 2022. The cost for heat pumps and installation was approx. $11, 990 plus $499 for an extended warranty (10 years service, 5 years parts & labour) then tax for a total of $14, 362. Two weeks ago, we turned on the heat pumps for heat and an error code of F5 appeared with no heat. We had used the heat pumps during the sumner months for cooling. My partner contacted Scotia HVAC to talk to someone about coming to service our system. He supplied all the info and ******* did call me back but I was in a meeting. We played "telephone tag" for about a week then she texted me and I responded. That was Oct 31st. Did not hear from her. My partner called ******* on Nov 1 with no response then sent an email (Nov 1) asking for help and received a response from the owner indicating someone would respond the next day, Nov 2. We did not hear back. I called ******* again on Nov 3rd asking for a call back, no response. The heat pumps are our primary heat source with the oil furnace as back up. We have been using the oil furnace as it has been very cold. The purpose of moving to heat pumps was the environmental impact plus the financial aspect. We could be looking at 1000's of dollars being spent on heating because Scotia HVAC will not provide customer service. Our system needs to be fixed and assessed. The units are only one year old! The company doesn't have a physical address to go in to discuss and every time we call we have to put in a service request which doesn't even get dealt with. I understand they might be busy but we spent a little of money on a product that is now faulty. We didn't want to go this route but they are leaving us no choice. We would also like a copy of the warranty which was not provided on purchase.

  Business response

  14/11/2023

  Hello,

  Thanks very much for your business.  I am sorry that you have had a problem with your heat pump.  I have checked our records and do see that we attempted to reach you several times after you initially called.  ******* went to far as to even try to text you - which she was successful in reaching you - this was Oct 31.  She was then sick for a few days and returned your call after returning first thing Monday morning (Nov 6).  We were there 4 days later on Nov 10.  Your parts are on order and we expect them to be here within a week or two.  You will be a priority when they arrive.  If there is any way to speed things up we certainly will.  As all our customers, we want to give you the best experience possible.  I am sorry you had a hard time reaching us.  Going forward, I recommend calling 9** *** **** *****).  This is a 24 hour line and messages are dispatched to the appropriate departments regardless of who is on or not.

  Thanks again for your business and taking the time to bring this to our attention.

  Management

• Initial Complaint

  03/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a heat pump installed about 7 years ago by ******* Heating which was bought by Scotia HVAC. We had a 10 year warranty on parts. The unit was not working properly last May. We contacted Scotia HVAC and they sent someone to check the unit but required payment for the diagnostic test before which we did. There was some confusion about whether we had actually bought the heat pump from ******* and it took several phone calls to get an answer to have them acknowledge it was. I still had the paperwork I received from the purchase. Many phone calls were not returned throughout the summer and when they did return them, they were waiting for the part. In September, the part was en route and we would have it installed in early October. In October, we hadn’t heard from them and after leaving messages, they called back to say they didn’t have any record of the part being enroute. Last week, we had a call to schedule an appointment for the service as the part was in. My husband took a day of work off, losing a day of pay and no one showed up. He called twice today and no one was able to answer as to why there is no technician here. We are now cold and have no heat. This has been a very frustrating experience in trying to get information and timelines. We are not sure what to do now as we have paid the diagnostic and cannot find out what part it is as o we can find another company. The part is covered by warranty and we agreed to pay the labour and the fluid top up.

  Business response

  14/11/2023

  I am sorry to hear about you problem.  However, Scotia HVAC DID NOT buy *******.  We bought their assets.  Please see the owner of *******.  I believe he still owns the company.

  Thanks

  Management - Scotia HVAC

• Initial Complaint

  30/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My heat pump is not working since August 15. I pay for a service charge to come and see the problem and that point he told me one to two weeks I weighed it. I called him back at that point he told me 2 to 4 weeks I weighed it call them again was supposed to call back never did I’ve been calling at least 5 time with no results their response is will call you back

  Business response

  03/11/2023

  Good Day ******
  
  I have followed up with our service department and our supplier. The part that is required to complete the service work on your machine has been on back order. We are currently still waiting for it to arrive. As soon as the part is in our hands we will schedule you in for the service work. 

  Thank you for your patience. 

  ******* 

• Initial Complaint

  16/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Transaction date Nov.23.2022. Sales Agreement stats. install, warranty electrical, and furnace oil removal. With a $1050. Discount. And a $500.00 ****** **** Gift card. Total Bill $11,266.50. and to receive $6000. Rebate. Install was in December. at which time I was told by the sales man that he would help us through the rebate process, and remove the tank and furnace. The sales man kept stalling making excuses then not answering phone calls or returning my calls. He did finally phone only to ask for full payment. I said only after the tank and furnace is removed.that was in July 2023.I paid in full a bank draft in April 2023.and asked for the paper work for the removal of the tank and furnace, he said it would take a couple of weeks to get from Nova scotia it did not come.I phoned scotiahvac.for the paper work they sent me one dated Jan,30 2023 paid in full.because of the time I will not get the grant. I still have not received the gift card.

  Business response

  17/08/2023

  Hello,

  I am sorry there seems to be some confusion.  Your $5000 Greener Homes Grant should not be an issue as long as you did not get your initial assessment more than a year ago.  The work was finished (oil removed was the last part) only a few months ago, so it is really easy for us to change the date on your invoice to the correct date.  Then you should be able to apply and receive your grant.  The audit company walks customers through the entire process and give all the information regarding time frames etc.  We have no part in that.  It is entirely the responsiblity of the customer to follow their directions to ensure that you get your rebates and grants.  We send out welcome packages to ensure you know how to apply for the rebate portion which is through ********** NS.  

  If there were any concerns or questions, I would expect you would have brought this up to us early in the process so that we could help you avoid any problems.  I truly hope that you will be able to get your rebates and grants.

  I am more that willing to help find solutions for you but it is unclear what the problem(s) are by your message here.  Please call *** *** **** and ask for the owner in response to a BBB complaint.  I will do my very best to have any and all grants/rebates  pushed through for you.  However, I will not make any promises if you have somehow applied too early or otherwise outside of the time lines.

  Thanks

• Initial Complaint

  04/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since there are only 2000 characters allowed, and since we have a helpful document prepared that outlines the timeline of events, screenshots, phone records, etc. we would appreciate the opportunity to send this to you vice attempting to summarize this here. We are trying to avoid small claims court. Overall, the complaint is basically: we purchased a heat pump in 2020 during a heat wave. We purchased a 10 year parts and labour warranty. The heat pump plastic drain pan cracked and leaked water inside the wall, all over our furniture, the floor, and window sill. The heat pump was only 2.5 years old. We contacted the company over and over. We paid $195 for a service call but the issue wasn't fixed, we were never told what the diagnosis of the problem was, what it would cost to fix it (if any), what part was actually required, a cost analysis, or a labour and timeline analysis, they just refused to fix it and ghosted us. We were given no other information. We were told "the owner said he explicitly refuses to fix our heat pump". He also said he spoke with the manufacturer and he said they also refuse to fix it. So after 6 weeks of suffering in another heatwave in July 2023, and zero responses from Tosot or Scotia HVAC over a 6 week period, we were left with no other option but to call our bank and stop payments to Scotia HVAC. We purchased a new heat pump, removed the existing broken Tosot one, and now Scotia HVAC is ghosting us and has thrown us into collections. That is the nuts and bolts of the situation. It seems to be a pattern with this company based on other BBB complaints that are similar to ours.

  Business response

  16/08/2023

  Hello,

  I am sorry that your heat pump is broken.  However, because when we sent our tech to your home, we found that you had someone dismantle the heat pump, it voids your warranty entirely.  By your own admission, your friend removed and dismantled the heat pump.  I am really sorry but this should not have been done and we do not make the rules pertaining to warranty.

  If you would like any further service we will expect to be paid - in advance for labour, truck fees, km fees and any other legitimate charges.

  **** ***** - Owner

   

  Customer response

  20/08/2023

   I am rejecting this response because: You informed me that this item was not covered under warranty 2 weeks before the tech from your business showed up to my home to look at it; therefore, by your own admission, you decided it wasn’t covered under warranty before you even investigated the issue. Also, it was your sales rep who informed us, while sitting at our kitchen table, that the cover was to be removed once a year by an HVAC tech so that it could be deep cleaned (which we did). So how is it that a qualified HVAC tech (who we hired) can remove the cover as per your instructions (in order to abide by the warranty that you gave us) for deep cleaning but cannot complete the same task when water is spewing all over my walls and furniture? We also paid your company $195 diagnostic fee, roughly 60 days ago, and still have not received a diagnosis, only a few responses on the fact that you refuse to fix it and refuse to honour the warranty you sold us. Your contradictions are astounding. 
  

*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. ↩