Complaints
This profile includes complaints for Handy Bros. Home Comfort's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:30/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had Handy **** come out on a "no heat" call on Nov. 2nd 2023. They did up 2 repair options and sent a salesman out to try to sell me a heat pump that night. I called the next morning and told them I had chosen option 2 (the "good as new" repair as my system is older. They took my money right away that morning. Then all day they tried to tell me to put the money to a new unit instead. By the evening I demanded my deposit back and they ignored me and finally agreed to send someone out to get my heat back on.A repair person came Saturday (4th) and replaced a couple of burnt wires and I had heat back again. UNTIL they came back on the 13th after harassing me all week to buy a heat pump. They came and replaced the blower motor (which apparently was unnecessary) and they did a basic clean on the evaporator coils. Their estimate and subsequent invoice was charging me $900 for a complete removal of the coil and check the system. They did none of that. They also didn't do the "major" wiring since I still have burnt wiring as can be seen in the picture provided. I am not paying for services that were not done. I refused to sign the evening of the 13th since my heat was not working, and ***************** (the tech) kept saying she couldn't figure out why it was working now. Said she would have to send a senior tech out. SO I said do that.The next day, they refused to send another tech out until I paid the balance (for work they did NOT do). I have not had heat since the 13th and their supposed "good as new" repair job My AC also does not work now. They continued to push a new unit. I refused to talk over the phone after that and asked for all email contact for documentation. I have had another company out since and they found wiring issues along with other things and NO, the evaporator was not removed. I need your help. They took advantage of a senior to try to sell a new $17 heat pump. And destroyed my furnace when I wouldn'tCustomer Answer
Date: 03/12/2023
I just wanted to add that when I asked for my deposit to be returned on the 3rd, I was ignored.
When I asked why I still had burnt wires on my furnace, I was ignored and told the job was done.
When I asked about the fact that the evaporator coils were not removed, I was ignored and sent a picture of the housing on the floor and told the job was as stated and the work complete.
I have since come to the understanding that the blower repair and the coil cleaning had NOTHING to do with my heat problems which they never even attempted to fix.
The stress of dealing with this company caused me to feel like I was having a heart attack and I ended up in the *********** emergency **** on the 19th of November. It turns out it was not a heart attack, but an anxiety attack from dealing with them since the 2nd of November.
Thank youCustomer Answer
Date: 13/12/2023
This is just an update on the furnace situation. I was able to find the wire harness kit for my furnace. I have added pictures of the white wire they didn't change. This wire is a jump wire that runs between sequencers. The bad wire meant the sequencers weren't working together and therefore not allowing the elements to heat in sequence either.
The other picture is of the black wire they DID replace (theirs with the yellow) vs the proper black wire needed. As you can see, their black wire terminal is loose and opened on the end. It was basically so loose that it fell off when replacing the white wire.
Since replacing these wires, I have had heat with no issues. I replaced all the burnt/melted wires that they did not.
Thank you,*****
Business Response
Date: 10/01/2024
To whom it may concern,
Our file was too big to send all in one. Attached is a ZIP file with all the initial service call documentation to prove our response.
thanks,
Business Response
Date: 10/01/2024
To whom it may concern,
Our file was too big to send all in one. Attached is a ZIP file with all the repair service call documentation to prove our response.
thanks,Business Response
Date: 10/01/2024
Good morning,
Please see our response to the complaint below:
We were initially called out to *****'s house for a no-heat service call. **** (technician) was sent out to find the issue. This was a 25+ year old furnace and had all sorts of issues, as you can imagine. After **** spent quite some time diagnosing, he found and presented MANY issues. The no-heat issue was related to a loose/corroded wire that needed replacing, this was presented to the customer. He also presented a blower motor replacement (this one was old, worn, filthy, and with a high amp draw) and a blower fan cleaning (the blower fan was filthy as well, which is why the blower motor was worn out). He also presented a coil cleaning (the coil was clogged with hair, dirt, and debris). Finally, he presented a furnace replacement, as he thought it to be an unwise investment to put $2000+ into a 25+ year old furnace... he suggested sending out a Comfort Advisor so that the customer could make the best, most informed decision. The customer agreed to this, although was not happy about it. **** did stress the fact that this being a 25+ year old furnace with multiple issues could mean that all these repairs could end with another service call in the near future due to the fact that the unit was failing with age. His assessment form proves this as well. **All pictures of the issues found are attached in the "initial service call" ZIP file, along with the assessment form as filled out by *********
When ***** (Comfort Advisor) went out to quote a new furnace, he was verbally harassed by the homeowner. The homeowner decided that the repair option was the direction she wanted to go. The sales call was a waste of time and definitely NOT something we would ever schedule without the customer's prior consent. The repairs that ***** decided to go with were as follows: Wire repair, blower motor replacement, fan assembly cleaning, and coil cleaning.
**** (technician) then went out as soon as the parts arrived. The reason for the delay was due to the fact that 25+ year old furnace parts are not easy to find. She replaced the corroded/loose wire (pics attached in "repair photos" ZIP). She replaced the blower motor and cleaned the fan assembly (before and after pics attached in "repair photos" ZIP). She also cleaned the coil and coil box (before and after pics attached in "repair photos" ZIP). Upon completion of the repairs, the technician filled out a repair form on the wiring repair stating that the unit was "safe for now" although stating that other wires were bound to fail. The technician also filled out the overall repair form documenting everything in detail. She even took a video of the furnace startup for proof of safe/working operation (file too large to send). **All pictures of before and after repairs as well as repair forms attached in "repair photos" ZIP.
At the end of the day, Handy Bros. provided a great service. We showed up when called, we provided all the options, we gave all the information required to make an informed decision, we stated the potential issues that could come from continuing to operate this 25+ year old furnace, we solved the issue, and we documented everything. We are confident in the service that we provided and have the unequivocal proof to match our words.
Since the completion of this work, ***** has continues to call and email in aggressive tones regarding facts that are blatantly FALSE. We have been professional and cordial all the way through. We have recorded phone calls and recorded emails that we can provide on request.
Please review the information.
Sincerely,
The Handy Bros. Executive TeamBusiness Response
Date: 10/01/2024
To whom it may concern,
Our file was too big to send all in one. Attached is a ZIP file with all the repair service call documentation to prove our response.
thanks,Business Response
Date: 10/01/2024
To whom it may concern,
Our file was too big to send all in one. Attached is a ZIP file with all the initial service call documentation to prove our response.
thanks,Business Response
Date: 10/01/2024
To whom it may concern,
Our file was too big to send all in one. Attached is a ZIP file with all the initial service call documentation to prove our response.
thanks,Business Response
Date: 10/01/2024
To whom it may concern,
Our file was too big to send all in one. Attached is a ZIP file with all the initial service call documentation to prove our response.
thanks,Business Response
Date: 10/01/2024
To whom it may concern,
Our file was too big to send all in one. Attached is a ZIP file with all the initial service call documentation to prove our response.
thanks,Initial Complaint
Date:06/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Oct 8/21 we paid 152.55 for a tech to come to light the pilot on our gas fireplace. The tech said he couldn’t light it cause it needed a NEW pilot assembly. On Oct 25/21 we paid 437.76 for a NEW assembly and labour. Oct/22 went to light pilot again and it won’t light. Phoned handy bros and was told I’d have to pay 152.55 again to have a tech come out to light it. I explained we just purchased a new part last year because of this problem. She was trying to tell me spiders are probably in there and blocked the gas supply. Told her I can’t believe in 6 months spiders could get in there and totally block the line, since no one has seen spiders in the house. Asked to speak with manager. Was asked to wait waited about 15 minutes then went to recording she’s unavailable. Tried a few times to call them back and went to voice mail. Used my husbands phone and number and went right through. Talked to manager finally and she said the unit is old and obsolete cause the fireplace manufacturer has gone out of business. I asked then how’s u get a NEW part last year. Then she laughed and said “at least u had heat last year”. I told her I was gonna report her to bbc and she laughed and said go ahead. She kept saying she has to charge us cause her tech’s don’t work for free. I told her I payed for it last year and if the part ain’t working now I shouldn’t have to pay for a tech to come check it. I hung upBusiness Response
Date: 02/11/2022
Hello there ********,
We are sorry to hear of the experience you have had with our team. Above all, we look to restore your faith in our team.
We want you to know that we have reviewed your customer account and have reviewed the phone recordings in they're entirety. We cannot find any proof of the responses you have testified to. In fact, the history shows that we have had two phone calls going out to you that have not been answered or returned. That being said, we would love to get in touch with you so that we can clear up any issues you might have! We have been in business for 63 years and have a great reputation in South-Western Ontario, we don't look to taint that now.
We will attempt to get a hold of you again tomorrow, November 3rd. If you miss this, please return our call.
Thank you!
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