Complaints

This profile includes complaints for Crown Crest Capital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crown Crest Capital

  800 - 2225 Sheppard Ave E North York, ON M2J 5C2

• 

  Crown Crest Capital

  1201 - 200 Yorkland Blvd North York, ON M2J 5C1

The 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:08/01/2025

  Type:Order Issues
  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.

  They refuse to cancel my account despite countless attempts. They are trying to suggest I owe an admin fee to cancel that does not appear in the contract that they provided to me. Each time I get to the point where a rep acknowledges this and promises to provide the account closure letter instead a different individual is put on the file to start the process over. They have harassed me for months calling up to 5 times per day with countless messages and emails about the unpaid balance. In the meantime, they continue to bill me as if I have active service until I pay the admin fee which I do not owe. I cannot resolve the issue after 6 months of correspondence. * ******* **** *** ************ ********* ***** *********** **** ***** ******* ***** *** ****** ****** **** *** ** ***** ** **** ***** ********. What can be done about this??

  Business Response

  Date: 17/01/2025

  Hi *********, 
  
  Thank you for sharing your concern, I'm sorry that you had this frustrating experience. 
  
  As a without prejudice, goodwill gesture, I have waived all fees and closed the account for $0. With that, you are now the sole owner of the equipment installed on an as-is, where-is basis. The agreement in place has been terminated and all ongoing and future obligations from either party have ceased. 
  
  It is possible that next months bill may have already been generated, printed, or sent, so if you do happen to receive it please rest assured that it was sent before todays account closure. 
  
  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 

• Initial Complaint

  Date:06/09/2024

  Type:Billing Issues
  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.

  Details of the issue: My late dad who passed in May 2024 signed some contract to lease the furnace and water heater in the house. We found out there's a lean on my parent's property through these HVAC (finance) companies. As the executor, I informed Crown Crest Capital via email in August that the monthly preauthorized debit may be affected. I then was asked to email through his death certificate; after doing so, I receive a call in mid August (with no sympathy from the caller) and was asked right away to update the reauthorized debit. During the call, I asked for my dad's contract and the necessary forms to be emailed to me. After a week of not receiving an email from this agent, that was promised to have been sent during the initial call. I followed up with an email, a reply was given telling me to call the customer line. Which I did and was put on hold, transferred, put on hold again and again, only to have the call dropped. I sent another follow up email and no response. Their customer service department is filled with *********** people that simply do not know what to do. They seem to ************* let these contracts go over due, so they can end up charging the customers more on via fees such as late payment fees, exuberant interest charges, etc. A lot of their customers won't do anything about it because they either don't have a good handle on the English language or the mental capacity to learn what they are signing up for. Desired outcome: Have the contact cancelled and these ********* HVAC leasing companies go to stop getting license to sell in Canada.

  Business Response

  Date: 16/09/2024

  Hi ******* **, 
  
  Thank you for sharing your concern, and I'm sorry for your loss. 
  
  Unfortunately, I have not been able to locate any account with the address or name provided. Can you please let me know the address where the equipment is installed, along with the name the account may be under so that I can locate it and assist you?
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 
  

  Customer Answer

  Date: 16/09/2024

  
  Complaint: ********
  
  I've made slight progress with my late father's account. I've been able to pay the monthly fee that is owed on a month to month basis for now.
  I was also sent the buyout option or the equipment, I want to consider this as an option once I can confirm the equipment is in good condition. As such,
  I requested for a service call on the furnace which was done last week. During the service, the repair person advised that the furnace is not safe to use as an is corroded / damaged and is mixing the carbon monoxide. However, the report of the furnace cannot be provided to me and has been sent back to Crown Crest. 

  The item is rented since Jan 2017 and this is the first time it has been serviced. We would like the current equipment to be fixed immediately before we get into the cold season, as this house has 3 elderly living there. Once the equipment is fixed, then I will make a decision on the buyout.
  
  Service address is: ***** **** ****** ****** ** *** ***

  Furnace on contract is a ****** model
  
  Sincerely,
  
  ******* **

  Business Response

  Date: 24/09/2024

  Hi ******* **, 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you. 
  
  Upon review, I was not able to locate an active furnace account for this address or name on our system, I was only able to locate an account for the HEPA. 
  
  Do you happen to have any information, a recent bill or a record of your account number for example, which may help me locate this account?

  Warm regards, 
  Emmet B.
  Director, Office of the President. 

  
  

  Customer Answer

  Date: 25/09/2024

  
  Complaint: ********
  
  I am rejecting this response because further correspondence required:
  

  I was advised by Crown Crest that the contract for our furnace was sold to another company, ****** *****, which I believe it's owned by ******** **** *******. These companies, Crown Crest included have a very ********* sales practice. You sell rental agreements at exuberant prices with 3.5% hedge against inflation built into your rental contract. On a unit and labour cost that is 20% of the total rental price at the end of its term. Worse of all your sales team do this to consumers that do not have the mental capacity to comprehend the terms of the contract. On top of that, your corporate team take these contracts, bundle them up, and trade it like an Options / Futures contract.
  

  I am not happy that your sales team is doing this to elderly, my late father included. 

  Please propose your resolution that you're able to action on.
  

  
  Sincerely,
  
  ******* **

  Business Response

  Date: 25/10/2024

  Hi ******* **,
  
  Thank you for sharing that. Upon review, I have still only been able to locate the HEPA account with us. Are you sure that the furnace and water heater accounts were not assigned to a different finance company?
  
  Warm regards, 
  Emmet. 
  
  

  Customer Answer

  Date: 01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  You are correct. It was originally with Crown Crest, but now I was told by one of your team members, it's been sold to ** ****** *****.

  At this stage, I'm requesting for any liens (if any) on our property to be removed. 

  
  Sincerely,
  
  ******* **

  Business Response

  Date: 13/11/2024

  Hi ******* **, 

  ****** ***** **** *******s and Crown Crest Capital are partner companies; ****** ***** in responsible for the equipment, servicing the equipment etc, and Crown Crest is the billing partner responsible for the financing and billing of the agreement. 

  In order to permanently discharge any Notice of Security Interest the account would first need to be closed. Given the current stage of the agreements term, the available option would be to exercise the buyout option. Would you like me to generate and provide you with an up-to-date buyout invoice and calculation?
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet. 

  
  

• Initial Complaint

  Date:18/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My mother entered into a 10 year contract with a door to door salesman approximately 8 years ago. She had a furnace air conditioner hot water tank and a water softener installed. Originally she was only wanting the furnace and hot water tank the salesman talked her into the air conditioner and water softener by stating the air conditioner price would be included in the price of the furnace and the water softener price would be included in the price of the Hot water tank. Later finding out that they are 4 separate charges. These payments have increasingly gone up each year. My mother passed away January of last year and I have just recently taken over the home. I contacted the company wanting the water softener removed as it has never been used since instalment. And also a buyout price to get out of the contract. I was told they would remove water softener but id still have to fully buy it out for what's left owing for the next 2 years.I got a buy out price to get out of this contract and it's over $11000.00. * ******* ** *** ******* *** ****** ** ** **** ** **** ******* ** *******. So now I have to take over the payments of $450 per month for the next 2 years or payout $11000.00 to get out of contract. Or have them remove the products and still pay out. This is so outrageous to prey on vulnerable seniors and have them locked into 10 year payments. I would like to get a resolution to this issue.

  Business Response

  Date: 25/04/2024

  Hi *****, 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you. 
  
  Through the agreements in place, the current contractual buyout amounts, excluding tax would be:
  Furnace $3,814.86
  AC $3,199.56
  Water Heater $2,215.08
  Water Softener $2,133.04

  Upon review, I see that the buyout quotes provided were discounted in the amounts of: 
  Furnace $2,953.44
  AC $2,953.44
  Water Heater $1,968.96
  Water Softener $1968.96

  With that, I see that we provided a total discount of just over $1,500 as a goodwill gesture. As a further and final goodwill gesture discount on a without prejudice basis, I am prepared to waive the $400 administration fee along with the $295 discharge fee. With that, we are willing to provide a total goodwill gesture discount of just over $2,200. Upon review I found all of the agreements to be valid, and this is the absolute maximum discount we can apply. 
  
  If you would like to proceed with this option please let me know and I will prepare and provide you with the necessary updated invoice and payment instructions. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 25/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The buyout price you gave me was on April 8 2024 and was not at all discounted as you responded. I did not make my complaint with the bbb until April 15 2024. I understand that the agreement was signed by my mother 8 years ago, but at that time like I said it was falsely explained to her what the payments would be. She never wanted a water softener (as I also explained it has never been used once in 8 years) and her air conditioner that she already had was older. What she was told was the water softener would be included in the payment of the Hot water tank, and if she replaced her air conditioner the price would be included with the furnace. This was untrue as they are 4 separate charges. I recently looked back at her payments and originally her payments were $288 per month, they are now $415 per month. I am willing to pay the discharge fee but I think 8 years of payments that have increasingly gone up substantially each year has out right paid for this equipment 3 times what it is actually worth. Asking over $9000 still to get out of a contract that she signed is still so outrageous. No wonder people are not allowed to do this door to door sales anymore, ** **** ** *** *******. I could pursue legal action as my aunt is a lawyer but I would prefer not to. My mother is no longer here to have a voice in this matter. I would like this contract to be discharged without further outrageous payments that are supposed to last for another 2 years 
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/05/2024

  Hi *****, 
  
  Thank you for your response. 

  The buyout quote provided to you is discounted by over $1,500 when compared to the buyout amounts calculated using the formula set out in the agreement in place. 
  
  Our signed agreement and records lead us to holding the firm position that the agreement in place is valid and binding, and we will continue to honor it. 
  
  If you would like to proceed with the buyout option at this time, in addition to the discount already applied, as a without prejudice goodwill gesture I am prepared to waive the $400 admin fee, the $295 discharge fee, and apply a further discount of $300. This will result in a total goodwill gesture in the amount of over $2,500. This is would be our final discount offer. 

  If you would like to proceed with this option please let me know and I will prepare and provide you with the necessary updated invoice and payment instructions. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet B.
  Director, Office of the President. 

   

  Customer Answer

  Date: 14/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   I'm still not understanding the justification your company has in the outrageous cost for this equipment. I wanted an answer as to how the monthly payments have gone from $288 to now $415? The response you keep coming back with is the signed contract that was signed by my mother. I haven't gotten an answer as to how a door to door salesman can explain something to an elderly person to make it sound like she was going to save a lot of money, and that by getting a water softener and air conditioner that the cost of those would be included in the cost of the furnace and hot water tank, then after having her sign and go ahead. Then finding out later that that was untrue and there is 4 separate payments. I would like to come to some type of resolution from your company, like maybe lower payments as I have not received a straight response as to how the payments went from $288 per month to $415? I cannot seem to find a copy of the signed contract in my mothers files. I know she has paid for 7 or 8 years how many years are left. Please answer my questions instead of saying things like stated in the signed contract. As I do not have a copy of that. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 21/05/2024

  Hi *****, 
  
  As per section 6 of the agreements terms and conditions; "We specifically reserve the right to adjust the monthly rental payments to reflect increased service cost; such increases shall not exceed 3.99% per annum". Upon review of the accounts and payment history I found that there were some increases on an annual basis to the monthly rate, but such increase never exceed 3.99%. This is the reason for the slight increase in monthly rate that you have noticed.

  **** ******** a copy of each signed agreement, along with the terms and conditions for the Furnace, AC, and Softener - I also have the water heater agreement and terms *** *** *** ****** ** **** ******* ** ****** * *****, * *** **** *** ***** ****** ***** ********** ** ****** **** ** ** **** ******** ** ********* Upon review, please let me know if you have any further questions. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 24/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
    I understand you deserve the right to increase the payments doesn't mean you have to. I don't need copies of the agreements. They were signed by my mom who is no longer here. What im trying to say is with the payments and the increases over 8 years and the fact that salesmen are no longer allowed to  go door to door to make things sound like there such a good deal. Especially to elderly people thinking that they are going to save money in the long term.That this equipment has been paid for 10 times what it's actually worth I want out of the contract. I did not sign anything, my lawyer has said I have a good chance of getting out of this without any further payments. I do not want to go that route I also don't want to have to pay $10000.00 to be done with this company. 8 years of payments seem more than enough for what equipment I have now.

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

  Business Response

  Date: 07/06/2024

  Without Prejudice 

  Hi *****, 
  
  Thank you for your response. I will be happy to review the possibility of extending you a slight goodwill gesture discount on the buyout amounts, but I certainly wouldn't gain approval to close the accounts for $0 or anything close to it. 
  
  Is there an amount you'd wish to pay as a buyout amount, and I can run that by the management team to review and possibly approve? 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 11/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I am willing to pay between $2500 and $3000 to close this account and be done with everything. One thing I would like to point out is the water softener that my mom didn't even want from the start, has never been used at all. The last time someone came out to do maintenance stated that the water softener did not work at all. That is one thing I would like to be removed without having to do a buyout on. As stated she never ran it right from the start. At this time this is what I think is fair as these payments have been made for the last 8 years at a substantial price increase each year. Which I understand is in the contract that the payments could increase by a certain percentage each year, which was another thing that wasn't explained to her until after signing the paperwork. Please consider accepting this buyout price so we can be done. Thank you 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 21/06/2024

  Hi *****, 
  
  Unfortunately we would not be in a position to provide such a large goodwill gesture discount. 
  
  What I can do is reduce the total buyout amount by $250 as a without prejudice goodwill gesture, and further, waive all of the standard administration fees. 

  With regards to the water softener unit, do you have any reports of evidence to show that the equipment has never been used? With that information I may be able to seek a larger goodwill gesture discount, but it certainly won't be as substantial as desired by you. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 26/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The person whom you send out for maintenance would know that it has not been used because he by passed something on the machine. It should be in records from the company you guys send out. My mom never ran the water softener from the time it was installed and it was also stated by your maintenance company that the unit does not work. I wholly think that what I've offered for a buy out of $3000 is fair for equipment that has been paid faithfully but my mother monthly for 8 years even though she was misled by the person who came to her door originally. And also the yearly jump in payments also for 8 years. From $288 monthly to $$415. Yes I understand your contract she signed that states that payment "could" increase yearly. It doesn't state that that is required. Yet each year the payments have increased even without so much as a notice to state pay would increase. Which of course left my mom with less per month to live on from her pension because of greediness. Also part of this "contract" states that yearly duct cleaning and maintenance is done at no charge. But on every occasion in the past she had to reach out to your company (when she remembered) to have the maintenance done. But duct cleaning has never been offered ever.
  Sincerely,
  
  ***** ********

  Business Response

  Date: 19/07/2024

  Hi *****, 
  
  Thank you for your response.
  
  Unfortunately $3000 is a financially impossible amount for us to lower to, but should you wish to proceed with the contractual buyout at any time just let me know and I'll be happy to apply the $250 discounts and waive all standard fees. 
  
  If you're agreeable, I'd like to send a tech to inspect the water softener so that I can review the buyout amount on that account, is there a date/time that works best? Also, can you please advise the best phone number for our service scheduling team to reach you on. 
  
  I'm not certain about the duct cleaning, can you please provide me with a copy of the document where you're seeing that? I'll be happy to review, if it is something being offered, I'll be sure to provide that service. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 31/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I would like to know an actual amount for a buy out that you think is fair after 8 years. You should be able to contact the person that you use for servicing the equipment in Calgary because it has been the same person any time. He is the one that bypassed the water softener because it doesn't work and has never been used since day one. That should be stated somewhere in the file. As for duct cleaning I was going by what my mom had said. But it was yearly maintenance on all equipment. I would like a fair buy out. As I stated before my elderly mother was talked into things and it was explained wrong to her in the first place on the cost. I fully think that $300 is very fair on buy out price and you guys can take the water softener out. Give me an actual total on what you think is fair? * **** **** ** ** ******** **** ******* **** ******* *** ***** ***** *** **** ** **** ****** If we cannot come to an agreement that is fair I may go forward with contacting my family lawyer to file against this company. I don't want to take that route but I can. Give me an actual amount on what you think is fair?
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 16/08/2024

  Hi *****, 
  
  Thank you for your response. 
  
  Unfortunately, your offer of $300 is not financially feasible. As a without prejudice goodwill gesture, I can offer a $250 discount on each accounts buyout, should you wish to proceed with the buyout option. Alternatively, if you'd prefer to keep the accounts active, I can apply a $100 credit to each account if you are prepared to cover the remainder of the past due balance. 
  
  Regarding the water softener concern, as mentioned, I'll be happy to arrange for a technician to attend and resolve any issues that may be present with the water softener, and also give the other units a look over to ensure all is working at its best. Upon review of the agreement in place, I can confirm that duct cleaning is not included. If you'd like to proceed with having this service arranged at no additional cost, please let me know of your upcoming availability, along with the best phone number for our scheduling team to reach you on. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 20/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I meant $3000 as a buy out amount not $300. The water softener was never wanted or used. Can I get an actual amount that your willing to take as a buy out price so we can be done with all the back and forth. Not amount your going to take off but an actual set amount. Please and thank you. 8 years of payments that have gone up gradually each year left my mom financially strapped. So I think $3000 is a fair buy out price. Or my lawyer said I could proceed with a lawsuit, for the door to door sales (that is not allowed anymore) and falsely explaining to a senior citizen the payment price until the paperwork was signed. 
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 03/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   This is so outrageous. After 8 years of increased payments that my mother had to make. I think $3000 is more than acceptable. The most that I would be comfortable with is $4000. Just to be done. That is what I can afford to settle my mother's estate. I think that is more than fair seeing as the water softener was never ran in the home. And the last time the service person was out he said it didn't work. And she never wanted it to begin with. That can be removed from the home as again it was never used. The most I can afford is $4000. As I do not want to do monthly payments for how ever many years is left. Please accept this buy out amount so I can move forward with her estate. Thank you
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 13/09/2024

  Hi *****, 
  
  Unfortunately accepting $3000 or $4000 is just not possible for us. We are willing to offer you a goodwill gesture discount however on a without prejudice basis as previously offered. 
  
  If we were to use the buyout calculation method detailed in the terms and conditions of the agreement in place for all accounts, the total buyout would actually be $11,744.58. We have already extended a discount of just of $4,540.58. With consideration for your circumstances, as a final goodwill gesture I can reduce the buyout amount further to $4,725 including tax, and I will also waive the applicable fees on our end. Please note that this is the absolute maximum discount we can extend and we will not be open to negotiate further on the discount amount. 

  If you would like to proceed with this option please let me know and I will provide you with the necessary invoice and payment instructions. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 25/09/2024

  
  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.
  I would also like to know if I could have 60 days at the $4725 (that includes tax and fees) so I can close out the estate and gather the funds to pay in full.
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 14/01/2025

  I went through the bbb last year and I closed the complaint as I thought we came to a conclusion. I was supposed to have received a buy out price for the furnace etc for $4725 the gentleman that I was dealing with stated he would send me the paperwork for the buyout and how to go about paying for it. I still have not received the information and I do not have a way to contact him. I spoke to someone at the company and there apparently was never a buyout price agreed upon and the price for the buyout is far higher than $4725.

  Business Response

  Date: 23/01/2025

  Hi *****, 
  
  Thank you for your message. 
  
  ******** ** a copy of the buyout invoice which I have updated to todays date. 
  
  Payment can be made by mailing a certified cheque payable to Crown Crest Financial Corp in the full amount of $4,725 to our office; Crown Crest Financial Corp, **** ******** *** ***** ***** **** ******** *** *** ***. Please also include a copy of the ******** invoice with the cheque so that our processing team will know who the payment is from and what it is for. 
  
  Please let me know if you have any questions prior to making the payment. 
  
  Warm regards, 
  Emmet. 
  

  Customer Answer

  Date: 23/01/2025

  
  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

  Date:13/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 March 11, 2024, at around 11 am, i happened to call CROWN CREST CAPITAL for hot water service problem. When i was making a request to provide service, the lady started the conversation about providing me my banking information to them. She said that Crown Crest bills with ********, but this service is going to end and ******** will not bill for Crown crest anymore. I said that is fine i will start to pay Crown crest once i start receiving the bills from you. But she said no i have to give my BANKING INFO or My CREDIT CARD info for auto payment, and keep insisting me about giving the information. I refused it . At 3pm , March 11 i again received the call from Crown Crest and another lady after confirming my name and address stated the same conversation to give my Banking information or credit card info for the billing. When i refused she said that the matter can go to the collection agency and late payment will be charged. I said to her that matter will go to collecting agency if i do not pay or if i pay late. Since last many years i have never defaulted on the payment why the matter will go to collection agency. Itold her you are trying yo intemidate me and tjreatning with such claims and words, and trying to get my banking info, that i am not comfortable to give. I also told her that once your company separate from ******** send me a copy of the bill either in mail or via email and i will make the payment. She said no you have to give banking info we dont have a Bank set up for payment. My question is why they are so keen to get my banking info and my credit card info. Why do they can't accept cheque or the payment at the bank branch. Why they are harrasing and threating the customer for the payment even there is no default on any payment and threatning to go to collection agencies. i pay around $ 58/mo. including taxes. I am sending the ******** bill, on page 3 there are charges for Crown Crest in the amount of $58.34 which was paid with ******** bill.

  Business Response

  Date: 20/03/2024

  Hi ******,
  
  Thank you for sharing your concern, I'm sorry that you had this experience. 
  
  The message should have been that: ******** are ending their open billing program for all companies, meaning that soon, we will no longer be able to bill you through ********. With that, we are asking you to please switch to an alternative available payment option as soon as possible as we would like to avoid a situation where ******** stops collecting your monthly payment, you haven't established a new payment method with us, and your account falls past due.
  
  If our representatives conversation with you deviated from the above, you have my sincere apologies for that. 

  Currently we do not extend the option of paying by cheque or as a payee, but I do hope that we can make those payment options available in the future. 
  
  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 20/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Hello Emmet B.,

  Thanks you for your response. Hope you are doing well and keeping safe.
  I do not agree with your statement where you says that “ your account falls past due”.  Please see ******** * ***** ***** ***** that the payment was made on time, without any delay or issues, and supported by the bank statement ******** for the month of March, 2024. The payment was made on march 4, 2024 and the full blown dispute and harassment started on March 11, 2024, though I was receiving the phone calls and emails about releasing my banking information since last few months.
  I have a simple request I don’t feel comfortable to release my banking info for PRE AUTHORIZED PAYMENT. Moving forward,  I request to you, that once you have started sending the separate bills, please inform what other options available for the payment, as you said payment option by cheque is not available than what about others, e.g. paying at the branch, or credit card or through ***** ****** or through *** ***. I don’t think that PRE AUTHORIZED PAYMENT is the only option. Customers cannot be forced to release their banking information, and threats that they will be reported to collection agencies, as your agents are making it.
  
  Thanks for your time.
  Kindest Regards,
  ****** ****
  **********

   

  Business Response

  Date: 01/04/2024

  Hi ******, 
  
  Thank you. 
  
  While we are asking that all customers sign up for our pre authorized payment option, we will issue you with a monthly invoice and will accept your monthly over the phone credit card payment. I hope that we will also have additional payment options available in the near future. 
  
  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet. 

  Customer Answer

  Date: 09/04/2024

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

  Only with the condition that my credit card WILL NOT BE CHARGED RECURRENTLY WITHOUT MY PERMISSION for the payment. and as said in the response by Crown crest capital rep. that," I hope that we will also have additional payment options available in the near future". I would like to see other options available sooner rather than later. Big company like CROWN CREST does not have other option of payment available, other than getting the customer banking info and credit info does not make sense, and harassing customer for over several months, to obtain the customer banking info and credit card info.
  
  Thanks,
  
  ****** ****

  April 9, 2024
  

• Initial Complaint

  Date:16/11/2022

  Type:Order Issues
  Status:

  ResolvedMore 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've consistently been calling crown crest capital since they took over my hot water tank and I'm not getting a hold of any company representative..I've been asking for a contract for sometime now from the previous companies and somehow it disappeared and no one can help me. The company has changed over 3 times and I don't want to rent my hot water tank and I've not signed any contract with neither of them.. I would like to get rid of this tank and put my own unless crown crest can provide me with the current contract in place if there is one.. Thanks ******* *********

  Business Response

  Date: 24/11/2022

  Hi *********, 
  
  There technically is no signed agreement, however, the builder of the home entered into an agreement for the water heater, and at the time of purchase, the water heater was not included in the purchase price and the servce/lease agreement was assumed. Do you require a copy of the term and conditions?
  
  Warm regards,
  Emmet ******
  Office of the President. 

  Customer Answer

  Date: 25/11/2022

  I would like a copy of the device agreement .