ComplaintsforHEAT-AIR Mechanical Ltd

• Initial Complaint

  13/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  HEAT-AIR Mechanical Ltd provided an in-home service to fix the dishwasher exit pipes on Jan 28th. Over the phone basic information was shared about the issue and I was told the root cause was with the building and the company would follow-up with the building to fix the issue. My credit card is charged for $1131.54 end of January. I asked for the invoice to be emailed to understand the service charge details. Nothing was sent. I called them again and again 7 times in a span of 2 weeks and still I haven't received any invoice and I don't really know if they really follow up with the building. The hesitation in sending the invoice resulted me to have doubts in service provided specially because at the time of service no one on home to ensure the work was done properly.

  Business response

  14/03/2024

  The customer has been emailed his invoice and receipt along with numerous voice mails to the phone number we have on file. Thanks 

  Customer response

  14/03/2024

  
  Better Business Bureau:
  
  After persistently reaching out to the business multiple times and diligently requesting the necessary receipts and details, I finally succeeded in obtaining them.
  I genuinely appreciate your assistance in resolving this matter!

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely,
  ****** ******

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about February 2021 the above company advised to install a new ***** Unit for heating and hot water after many many attempts at repairing with the same error code. After thousands of dollars spent for repairs in labour, parts and services they advised to install an new unit all together. They first tried to charge me $13,000.00 and then after a dispute they brought it down to $8,000.00 and change. After installing the new unit, same problems started happening again. Today , i have called them once again for the exact same reason why the unit has failed again !!! no heat or hot water. They want to charge me for a service call once again for the exact same reason why they advised to buy a new unit.

  Business response

  30/03/2023

  We were initially contacted by the customer back in December of 2020 regarding an extensive leak from their 13 year old heating boiler unit.  After sending plumbing technician on Friday, December 11th to look into the matter he was able to stem the leak but indicated the flame sensor was burnt out and required the additional service of an HVAC technician. 
  
  That same day we immediately had our HVAC technician look at the system.  He indicated the issue was actually a faulty pipe sensor, which he replaced accordingly.  When going through the normal startup/testing procedures the unit then began discharging dark muddy water and sediment.  A clear indication the boiler system had not been serviced or properly maintained for a significant amount of time.  By the time this new issue was revealed it was already after 4pm on the Friday evening, after explaining to you our hourly rate goes into double time after 5pm and on the weekends, you’d opted to have us send another plumber to flush the system of the dirt and sediment the following Monday, December 14th.
  
  When our plumber visited the site on the Monday and flushed the unit, it was found the system was still failing to properly operate once the operating pressures would rise, indicating the pressure reducing valve or pump was likely damaged from the extended lack of proper maintenance and excessive sediment build up.  To rectify this, we had an HVAC technician return who found the pump did indeed require replacement.  He then wired the pump which corrected the issue and left the site with the unit in a functional state.
  
  The customer then called us again on Tuesday, December 15th stating that the unit was leaking again.  We had our HVAC technician return where he found the heat exchanger gasket was old and warped, hence the additional leakage of water.  It is likely that after flushing the sediment and debris, which was not only clogging up the piping but also plugging potential leak points, this new issue was then revealed.  In addition, it was also revealed that the venter motor was burnt out, likely due to water damage from the initial leak.  Our technician drove to the part supplier for the unit, who are located in Concord, picked up a new motor and drove back to your site where he installed it, again leaving the unit in a functional state.
  
  Wednesday, December 16th the customer called in again indicating the unit is still leaking and the motor was making a rough sound when functioning.  At this point the customer stated our organization needs to send someone over right away and she had better not have to pay for this additional service.  The customer was told we’d be speaking with our management team to work out regarding a charge but would be sending a technician immediately.
  
  Our HVAC technician returned and was able to stem the leak while trouble shooting the mechanical issue.  Returning the next day, our technician was able to get the manufacturer’s technical support on the line with him as he continued to work on the system.  The manufacturer’s technician support representative recommended replacing the main circulation pump and gasket, which our technician then drove to the manufacturer in Concord, Ontario to pick up the recommended parts and returned to the site located in Mississauga, proceeding install.  After doing so the unit still failed to operate and we again contacted the manufacturer’s technician support representative who now at this time suggested the unit be replaced entirely.  The customer was informed we’d be willing to perform the service at a reduced labour rate and provided an approximate pricing of the replacement heating boiler unit.  The customer was also informed the new boiler wouldn’t be available for pickup until the following Monday, December 21st, which the customer indicated she would be fine with.
  With the boiler installation requiring both a plumber and HVAC technician, we had two technicians return the following Monday, December 21st.  Our plumber and HVAC technician carefully removed the existing defective unit with all of its associated components and re-piped & installed the new heating boiler unit.  This two-day installation had us sending our HVAC technician back on Tuesday December 22nd to perform the final installation procedures and system setup for the brand new unit.
  
  Upon the completion of installing the new heating boiler unit, thoroughly testing and ensuring it worked without issue, the customer was contacted on Wednesday, December 23rd.  At this time she was presented with an approximate price of $9,400.00 + HST for the boiler but there would still be some additional costs for material purchased to perform the installation.  The customer indicated she’d wanted for us to send you an invoice with a full breakdown but in the meantime due to her credit card not having enough space on it she’d offered to send an e-transfer for the preliminary amount given.  Unfortunately, as at that time our system was not set up to accept payment via e-transfer, it was made clear to you that was not possible.
  
  The customer was then informed that we’d have our accounts receivable department contact her once the final billing with the extra material was included and an invoice with a full breakdown would also be drawn up.  She was also told we’d be waiving our labour charges for the previous Wednesday, Thursday & Friday, which at that time she’d mentioned she was happy with.
  
  Upon receiving the invoice breakdown, the customer then decided to dispute the charges, stating she was told it was only going to be $9,400.00 total and refused payment.
  
  All of these details were laid out in an email, from which this document is derived from.  Furthermore, we explained the following:
  
  Your initial call was concerning a leak from a 13 year old unit.
  Upon our investigation of the issue, it was evident the 13 year old heating boiler had not been serviced and maintained for some length of time, if ever.  Please keep in mind that this is a critical piece of mechanical equipment that functions to provide heat and hot water literally 365 days a year, and much like a car, if left unattended to it will fail in several areas at once.  Many of which won’t be discovered until something else is repaired.
  Despite your not being one of our regularly contracted customers, we were still willing to not only provide your service but also tied up resources for a number of days in our efforts to help.
  In addition to tying up resources at a critically busy time of year for us, we’ve also heavily reduced our regular labour rate and even waived labour charges for a total of 3 days.
  
  After a lengthy back and forth with the customer, and a significant loss on our end, we finally settled with the customer at a price of $9,924.18 (HST included), on February 17th, 2021.  At the time we indicated we’d provide a one (1) year warranty on unit and also recommended a general preventative maintenance contract, which covers regular yearly maintenance to inspect, test and maintain the function of the boiler system.  The customer declined.
  
  January 4th, 2021 the customer called stating the boiler unit was not working.  We had our technician attend the site where he found the system showed an error code.  After speaking with the technician support line he was able to clear the code and the unit’s function was restored, at no charge to the customer.
  
  On March 21st, 2021 the customer called indicating the boiler was leaking.  After having our technician visit the site to investigate, he determined the drain tube slipping out of the floor drain.  He put the drain tube back into the drain and secured it in place.  Issue resolved, at no charge to the customer.
  
  November 1st, 2021 the customer called indicating the boiler displayed the code indicating it was locked out and not working.  Her tenant unplugged and plugged the unit back in, but the code was still persistent.  Again, we had a technician visit the site and he was able to clear the code and restore the function of the boiler unit, at no charge to the customer.
  
  Now being more than two years after the boiler system was installed, in February of this year, 2023, the customer contacted our organization indicating the unit was not working and insisted we had better send somebody, but she will not be paying for any service visit.  When it was explained to her that it would not be possible to provide service for free, especially as it’s been more than 2 years since the unit was installed, and she’s already exceeded our 1 year labour warranty, she became irate and threatened legal action.
  
  We have not heard from or communicated with the customer since that time until recently being contacted by the Better Business Bureau.  At this juncture we feel we have made every reasonable effort to satisfy the customer despite her numerous attempts to obtain free service from our organization.  We find her accusations to be shockingly insulting when considering we went out of our way to assist her with a faulty 13 year old boiler unit, at a significant financial loss to our company, despite her not being a regular customer of ours.  Our primary business is working with condo building’s and property management companies, so for us to tie up personnel and resources as we did in December of 2020, we can not express enough how disappointing it is for her to be making the kind of accusations that have been leveled against us.
  
  We have more than fulfilled our obligation to this customer by trouble shooting and attempting to repair a 13 year old boiler system.  Supplying and installing a brand new boiler system, in addition to providing our standard 1 year warranty coverage.  At this point in time we wish to no longer have any further business with this customer.

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