ComplaintsforPlatinum Air Care

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business cold-called my elderly parents despite their phone number being on the government no-call list. Their representative demanded my elderly father schedule an appointment to have the vent in our gas fireplace inspected. The representative stated this service was mandatory and government-ordered and insinuated there would be issues if the unsolicited service was refused. They took advantage of my father's confusion. They were extremely rude when my mother when she called to cancel the appointment they forced on my father. Our fireplace is serviced regularly by a local company, *** **** ******* ******** ********* ********* *** ************** ** **** ********* ** *** *******.

  Business response

  11/06/2024

  This complaint is a complete lie and a fiction-driven misinterpretation of the entire situation.
  
  1. Our representative offered a free ventilation safety inspection as is our promotion. The words "mandatory" and "government ordered" were never used, and our representative did NOT insinuate there would be issues if refused, nor did we say anything about inspecting a fireplace. This statement is completely false and made up.
  
  2. Our phone representatives are very friendly as is our policy. Attached is the phone call recording of the cancelation to which the complainant stated we "were extremely rude". This is the call transcript:
  
  Platinum Air Care:
  Platinum Air Care, ***** speaking, how can I help you?
  
  Complainant:
  Yes, you just called our house and were talking to my husband about having to come in and check our gas fireplace?
  
  Platinum Air Care:
  Um, so it would have nothing to do with the fireplace actually, we don't deal with that and this would actually be the ventilation inspection that they're doing in the area today.
  
  Complainant:
  *Mumbles*
  
  Platinum Air Care:
  I'm sorry?
  
  Complainant:
  I'm not interested.
  
  Platinum Air Care:
  Oh, okay, well we wouldn't have scheduled the appointment if you didn't agree to it but I can cancel that, that's no problem. And what was his last name?
  
  Complainant:
  (Name stated)
  
  Platinum Air Care:
  And what time did he make the appointment for?
  
  Complainant:
  (Asking her husband)- When did you make the appointment for?
  4 o'clock.
  
  Platinum Air Care:
  Okay, that's no problem, we'll cancel that and put you on the do-not-call list no worries, and you have a great day!
  
  Complainant:
  Thank you.
  
  Platinum Air Care:
  Take care, bye-bye.
  
  Complainant:
  Bye.
  --End of conversation--
  
  3. As you can read, or listen to via the attached call recording, our representative was NOT rude in any possible manner, and it does no benefit to our company to be rude to any individuals we speak to. Nothing "predatory" or "fear-mongering" was used, and if anything the complainant's lie about the situation was purely to damage our reputation as a whole.
  
  As stated in the phone call, we have placed their number on our do-not-call list.
  

  Customer response

  19/06/2024

  
  Complaint: 21832450
  
  I am rejecting this response because:

  Your response is well-constructed but incorrect.
  

  Mine is not the only complaint about your business practices on the internet, particularly as it relates to ****** ********* ** *** ******* *** cold-calling people who have not only never dealt with your company before but are on the national Do Not Call list.

  Do not contact us again, via telephone or any other means.

  V Waller

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Relieved a call wanting to book my yearly safety inspection on my furnace They made it sound as if this was a mandatory safety inspection. I have never done business with this company

  Business response

  11/06/2024

  Upon checking on our recorded call, the complainant immediately hung up on our representative after she had introduced herself without hearing the purpose of the call outside of the words ventilation inspection. No misleading claims were made and the call lasted less than 25 seconds.

  For this to be a direct complaint on our record is deplorable. It goes without question the complainant will be added to our do-not-call list to ensure no further contact, however, this simply could have been stated in the original conversation rather than the extra time spent writing this complaint.

• Initial Complaint

  30/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Platinum Air Care of ******, Ontario installed an expensive ($7,000+) hot water heating system at my elderly parents' home in *****, **, about a year ago. My 88 year-old dad has advanced Alzheimer's, has since moved into assisted living awaiting a spot in LTC (high needs/crisis placement) and my 83 year-old mom has mild dementia (doesn't use the Internet, wouldn't be able to check reviews, is suggestible, doesn't recall details of events), diabetes and a heart condition. I am their only child and live in the **. The system is not working properly (slow to heat, water extremely cloudy). I called the company yesterday to inquire about these problems/schedule a service appt, and asked questions re. my parents' decision to purchase this expensive system (when they could have had a standard replacement tank, similar to the one they've had for 24 years, installed for about $700 by a local person). The rep said: Platinum's technician was in my parents' home checking some sort of light Platinum had previously installed on my parents' HVAC system (which Reliance owns) to "purify the air", the technician noticed my parents' hot water heater was old, suggested they replace it with the $7,000 unit; my parents had the quote for two weeks and didn't cancel installation, so unit was installed; the company also provides (to my parents and others) free duct cleaning (which, I understand is how they worm their way into vulnerable people's homes); when I stated that no one smoked in the home, my parents didn't have pets and so wouldn't need frequent/any duct cleaning or air purifying, she didn't respond. I own three homes in the **, have never had my ducts cleaned, air purified, a light installed on my HVAC system, or a $7,000 water heating system.******** ***** ********* ** ****************** ******* ***** ** ***** ***** *** ********** ****** ** ****** *********** ********** *** ********* *** **** ******** ******** *********

  Business response

  03/06/2024

  False information and slanderous statements are given in this complaint. Firstly, the equipment installed was a premium ****** tankless water system for a total price of $6,212.74. A cheque was written by the customers and paid in full at the time of installation (June 13, 2023) almost a year ago. Included in this purchase was the installation and removal of an outdated and extremely inefficient water heater as well as a free full duct cleaning service for use in the future which is still on our file to provide, however, the complainant has requested us not to do it, or to contact the customers directly again. What we are confused with is that during our recorded call with the complainant (May 29, 2024), she scheduled our yearly inspection on June 12, 2024, and gave no indication of requesting a refund or the intent to file a complaint with the BBB then chose to write many false statements in this complaint.
  
  Regarding the complainant's comments of other local contractors; there is no company, anywhere, that would charge $700 for a replacement tank that includes the full service, warranty, installation, and removal of the old tank, let alone provide quality equipment as we do. This is an extreme exaggeration and the complainant is not in touch with the current values of this type of work, which is further shown in the disregard for home duct cleaning and air filtration. Duct cleaning is beneficial for many factors, especially in homes that have not had it done in years, unrelated to whether people smoke or have pets. We strongly urge the complainant to research and educate themselves on the benefits of air filtration and duct cleaning from hundreds of other credible sources (including recommendations from ********) outside of our website.
  
  We also note that we provided ample time for the customers (2 weeks) to discuss the quotation and make the purchase decision. While we do not disregard the complainant stating her parents have forms of illnesses, our dealings with the customers over a year ago did not give us that impression and wrote us a cheque directly.
  
  While the complainant has focused on our negative reviews, we would like to point out that we have many positive reviews, and most of our negative reviews are unfortunately not from customers (like the complainant) and from people who have never used our services at all.

• Initial Complaint

  14/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a phone call from this company asking for my wife, and as she wasn't home I asked who it was, and what it was about. They said they were talking to her about an appointment to have our system inspected...Red Flag #1....as I usually look after these sorts of things. She insisted that they had talked to my wife, and would call her back. I said there is no need because our system is fine....but she insisted that she will talk to my wife. ***** **** **** *** **** ** *** ** *** *** *** ******** ** * ****. The phone number that had called me was **************

  Business response

  18/03/2024

  The phone call mentioned in this complaint was a follow up call to the complaint filer's wife who had made an appointment with our company. This complaint is unjustified and the labeling of us as a scam or red flag is unacceptable and unwarranted.

  Customer response

  18/03/2024

  As the company suggested that it was a follow up call to my wife, I can assure you that she does NOT make these sorts of appointments, as they are left to me.  I have also received calls as well from this company regarding appointments, and I find them very pushy and annoying.  I will let this go at this point, provided the company places our phone number on their DO NOT CALL list.  If we receive one more call from this company, I will be forced to take stronger measures.

  Customer response

  19/03/2024

  As the company suggested that it was a follow up call to my wife, I can assure you that she does NOT make these sorts of appointments, as they are left to me.  I have also received calls as well from this company regarding appointments, and I find them very pushy and annoying.  I will let this go at this point, provided the company places our phone number on their DO NOT CALL list.  If we receive one more call from this company, I will be forced to take stronger measures.

  Business response

  20/03/2024

  Our phone calls are recorded, the complaint filer's wife indeed had made an appointment. And again, the complaint filer's accusations of calling ** "pushy and annoying" is another attempt of harming our reputation as only a single initial call was made to his wife, with a follow-up call to confirm appointment arrival; this is standard practice. Rather than being accepting of the situation, and simply cancelling the appointment directly with our office and informing us on the phone directly, the individual chose to file a complaint with a third party for a shallow reason. We confirm that the individual's number provided to the BBB has been added to our do not call list and have no desire to contact this individual again. Should the individual have additional phone numbers, we would not be able to add them to our do not call list as they were not provided. We recommend emailing us directly with other phone numbers if needed. Please email ********************************* with the subject line: Add to do not call list. Thank you.
  

  Customer response

  20/03/2024

   
  Complaint: 21431738
  
  I am rejecting this response because: If they have a recorded call of my wife making an appointment then I would like to listen to this call.  I can be reached at ************ usually in the mornings daily.  If it is truly her then I will offer and apology.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company makes calls to you and makes you believe that your furnace is in need of service for your own health and safety. Leads to False accusation, when I deal with my furnace provider and have regular maintenance check **** Very abrupt on the phone and I feel this can be very misleading for a more vulnerable resident. ie: Senior Citizens.

  Business response

  07/03/2024

  All phone calls are recorded, as such it was easily proven that our representatives do not say or suggest the furnace needs service, but rather speak directly of the ventilation system safety check which is overlooked 9 times out of 10 regardless of the individual's furnace provider. It was a free promotional service offered and was not accepted by the individual. This does not warrant a complaint as this person chose to not listen to the words spoken but rather assumed otherwise. The individual has been added to our do not call list.

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  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

  14/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is extremely inappropriate to cold call someone's house, trying to confirm my name the moment I answered the phone and then continue to tell me its just a quick test they stick I camera in my furnace or something like that. I didn't buy my furnace, it came with our house. It does not need service, I would know if it did. It would not have been in my name; ever if I purchased something like this. It scares the h*** out of me that My name, full address details and phone number have somehow ended up with a company more than an hour away from me, yet here they are "in my area" today haha. Are you creeping my neighbourhood? I did not provide ANY information, and if anyone creeps my house they will find my 120lb dog waiting for them, he's pretty protective. O and don't bother trying to call them back. Their phone lines are conveniently down. T**** ***** ****** ******* ** **** *** ********** ** *** *** *** ******** * ******* ***** *** ***** **** *** I wish I could call the police and report this. Judging by the scads of similar reviews to mine - ** ** * ***** ***** Do not be fooled by the paid reviews that offer a completely contradictory opinion. It's smoke and mirrors. Jus stop trying to take advantage of people who have worked so hard for their ***************. Disgusting.

  Business response

  14/02/2024

  ***********************,

  It is not inappropriate to call someone's home followed by government guidelines. Our information is pulled from a tele-listing service, how that information is retrieved by them is beyond our knowledge, however, there is a do-not-call list you can subscribe to that would avoid calls like ours in the future. We also placed your number on our own personal do-not-call list to avoid further contact to you.

  It must be stated that your description is completely false as our phone calls are recorded. The representative whom speaking to you, ****** was very clear that it was a ventilation safety inspection promotion we offer in the area, there is nothing misleading about what was said. What is inappropriate however, is for you to label our company a scam without receiving our services as you are understandably unknowledgeable to the potential dangers ventilation systems could have including clogged, damaged or related vents that lead to possible fires, mold grown, animal disturbances and more. We also note that you provided your husbands phone number to us so we could explain this service to him instead, however he did not answer the phone. Our service benefits hundreds of people across Ontario monthly and is completely optional as specified over the phone.

  To summarize, *********************** has given a complaint to us which will stay as a negative influence on our BBB page for 3 years only for receiving a single phone call and speaking to a friendly representative of our company, she did not indicate any anger or request us to never call again during said phone call. It must be clear that we did not provide her with any services and did she pay for any services. We hope that others who may read this will consider our services regardless of the falsehoods spread by *********************** and judge our company based on services received rather than a single phone call.

• Initial Complaint

  21/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received unsolicited call at 18:00h on November 20, 2023. "*****" was very aggressive. Insinuating that the service (air exchanger inspection) was mandatory. Knew way too much about may home and its contents. Stated that Platinum Air had previously inspected my house (which is false (I have owed it since I built it 20+ years ago). Would not share how he got my name and number and details about my home. However was very aggressive insisting this service was "necessary" for my safety and to avoid problems. Reason I am reporting to BBB is that he quoted BBB several times in his interaction to legitimize his unsolicited sales call and did not back down when I challenged him *** ********* **** *** ********** **** ******* *** ***** ****** ** ***** ******* Very defiant. He could easily intimidate a vulnerable senior or single female proprietor.

  Business response

  21/11/2023

  All questions were answered by the person writing this complaint as per the recorded phone call conversation which can be provided by request.

  Our representative ***** was not aggressive, but rather patiently responding to accusations by ************** that we were a scam, and likewise while informing him that all we were simply doing was offering a free and optional service inspection to his ventilation system. The words air exchanger were not used, nor were the words Mandatory. We also did not state we previously inspected his home, but rather many other residences in the area. We did answer how we retrieved his information- through a telelisting service provider.

  While ************** was threatening our representative, stating we were doing illegal activity and would call the police, our representative patiently listened and provided our contact information including our phone number- even correcting ************** when he repeated the incorrect number back to him. If anyone was aggressive it certainly was not our representative in the face of slander and it is unfortunate ************** was very hostile and refused to listen to the answers provided.

  ************** did not request us to take him off our listing service, but we have gone ahead and removed him so we will not make further calls to the number provided with this complaint.

  Customer response

  01/12/2023

  So much for the customer always being right.  This business' attitude clearly is patronizing.  Nowhere is there an apology for the behaviour.

  I am on the National Do Not Call list.  ********** ** ****** ******* ******* ****** **** ************* ***** ***** *** ******** This company clearly has no prior commercial contract with me.  This company was clearly offering a service, unsolicited.  **** ******* ******* ******* *** *** ******* ***** ******* ** ********* ****** **** **** ******* ******* **** *** ***** ** ******* *** ********** ********* ********

  In this day and age, such business behaviour is no longer acceptable.  They are trying to intimidate clients into sales which are unsolicited.  BBB should downgrade any rating they may have on this and similar entreprises.  ******** consumers deserve much better.

  I close my file with this matter.  I don't expect an apology **** **** ******  I actually want no contact with them.  I would appreciate a negative record on their BBB file and a reprimand for them "quoting" a great BBB record.  I am surely not the only complainant for such behaviour by this so-called entreprise.

  Thank you.

• Initial Complaint

  17/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged $499 for nothing done. Say all ducts cleaned but no ducts cleaned. ******** ****.

  Customer response

  18/11/2023

  I have tried to contact the business to cancel any further work and not to charge our credit card.

  Strangely the direct number for the agent ************************* goes the ****** ************** so clearly not his cell phone. 

   

   

  Business response

  18/11/2023

  This complaint should be removed from our record.

  1. The customer has complained the work is not completed, when it is scheduled for Tuesday, November 21, 2023. (3 days from today)

  2. The customer has not paid for any work completed, payment will be accepted on completion of the work.

  Attached is the customer's invoice clearly stating the scheduled date on the left hand side. The job in this case is a full duct cleaning service, and the home is very bad (dirty vents) and does need the work completed.

  Please remove this complaint from our profile as this is completely unjustified.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spoken directly with representative(s) making calls, and asked them to stop calling / contacting. THEY CONTINUE TO CALL!! Deceitful business tactics, and have taken advantage of my aging Mothers forgetfulness (Alzheimers).

  Business response

  14/07/2023

  When providing phone number directly to us that phone number is added directly to our do not contact list. We should not have been able to call said number unless an error was made and apologize if this was the case. It is no benefit to us to anger this individual. Please confirm the number you do not want us to call as it was not provided in this complaint in the filer's information.

  Customer response

  17/07/2023

   
  Complaint: 20305467
  
  I am rejecting this response because: Its absolutely ridiculous that theyre saying they dont have my number!! How is it they continue to call it!!?? They can stop inconveniencing and harassing me, mistaking my or not, and just remove my number.  Ill be making another social media campaign against this company. Its completely intolerable, and only verifies my initial complaint.  
  
  Sincerely,
  
  ***********************

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

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

  Business response

  18/07/2023

  Upon receiving actual phone numbers from ******************, we have looked into our call logs regarding this complaint. What we have noticed is that:

  1. The number ************** has never been called by our company, we only have records of this number calling us.

  2. The number ************** was last called March 1, 2023 once by us, and shortly after ************** had called us to request adding this number to our do not call list.
  Since March 1, 2023 we have not called said phone numbers, so we find it odd that ****************** chooses to file a complaint with us well over 4 months of successfully fulfilling his request.

  Moreover, it is very disheartening ****************** would be making "another social media campaign against" our company over this. We would appreciate any call logs from ****************** to verify said call from our company to see if or how we did go wrong in order to fix this possible issue from our end. We are more than happy to provide call logs to the BBB with an explanation of how to decipher them if needed.

  Again, after an in-depth look at our call records we have not made any contact to the numbers provided based on our call recording system logs, so either there is an additional number of concern the filer has not sent us, or the complaint filer is mistaking other calls that are not affiliated with us or by our company.

• Initial Complaint

  15/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Unsolicited phone call with the impression it was mandatory

  Business response

  15/06/2023

  We will put the person's phone number in our do not call registry to avoid further calls.

  Customer response

  22/06/2023

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

*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. ↩