Complaints

This profile includes complaints for Sandpiper Energy Solutions Home Comfort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sandpiper Energy Solutions Home Comfort

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

• 

  Sandpiper Energy Solutions Home Comfort

  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:11/03/2025

  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 just purchased a house five days ago, and I would like to return the hot water tank rental back to Sandpiper(3 years old). I do NOT want to buyback the hot water tank or assume the contract for another 7 years. The customer service rep said it’s not an option to return the hot water tank, but clearly that is an option to return a rental

  Business Response

  Date: 18/03/2025

  Hi ****** 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you.
  
  Our records indicate that on February 25th, 2025, you signed a rental assignment agreement, and in doing so you confirmed that you “accept all rights, obligations and interest in the Rental Agreement”.

  ******** ** * **** ** the terms and conditions of that rental agreement. Upon review of the agreement in place I find that your cancellation options during the agreements initial 120 month term are limited to section 12 “Option to Purchase”.

  Should you wish to cancel at this time, you would need to exercise your buyout option as detailed in section 12. I understand that an invoice was provided to you recently, but if you require an updated invoice along with details on how the buyout has been calculated please just let me know.

  Please keep in mind that the buyout calculation considers the number of payments made, so with that the buyout amount will decrease over time as long as monthly payments are made.

  Upon review, please let me know if you have any questions.

  Warm regards,

  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 20/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: I am in the process of demolishing this house and have no use for a 4 year old hot water tank. I’d like to return the unit to your company (I’m fine with paying a fee to return the unit), not buy it out because like I said the home is being demolished.  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/04/2025

  Hi *****, 
  
  Thank you for your response. 
  
  Given that you elected to proceed with your buyout option, your account has now been closed with a $0 balance and you are the sole owner of the water heater installed on an as-is, where-is basis and are now free to do with it as you wish. 
  
  If I can be of further assistance at this time please just let me know. 
  
  Warm regards, 
  Emmet. 
  

  Customer Answer

  Date: 01/04/2025

  
  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:24/01/2025

  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.

  We purchased our home in Aug 2022. Upon signing the closing agreement, our lawyer informed us the previous homeowner was renting a water heater and osmosis water filter system from Sandpiper. The only document Sandpiper provided our lawyer was a copy of the Assignment of Rental Agreement. On the document, the water heater was $20.69 per mth and the reverse osmosis was $16.05 per mth. It is a 10 year contract, installation date on June 27, 2020. Information on late payment and equipment buyout before contract end date were the only terms in the agreement. After the first few invoices from Sandpiper, we noticed the equipment rates did not match the amounts in the signed agreement. The agreement did not mention yearly increases on rental equipment. On Jan 2023, the water heater was $23.38 per mth and water filter $18.14 per mth. On Apr 2023, the water heater was $24.19 per mth and water filter $18.77. On Jan 2024, the water heater was $25.04 per mth and water filter $19.42 per mth. In 2023, Sandpiper increased the monthly rate twice within the same year. In 2023, I asked Sandpiper to provide a cost breakdown, buyout options and a copy of the previous owner's agreement outlining terms and conditions. The representative did not provide a cost breakdown. 2023 was the first time I saw a copy of the previous homeowner's agreement with Sandpiper that was never provided before. In 2024, we realized the water filter has not been changed since 2020 and the water is starting to taste differently. I've been contacting Sandpiper since Aug 2024 for them to provide the make and model of the filter and they refuse to do so, unless we purchase the filters from them (charging triple the cost of industry filters). Sandpiper is legally obligated to provide that information. We hope to annul the agreement for the water filter since the terms and conditions was never fully disclosed to our lawyer and they are refusing to provide us with any information regarding the water filter.

  Business Response

  Date: 28/01/2025

  Hi ****,
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you.

  Through the completed Assignment of Rental Agreement, you agreed that you “have read and understood the contents of the letter and related assignment and hereby accept all rights, obligations and interest in the Rental Agreement”.
  
  To be clear, the signed Assignment of Rental Agreement is not the original agreement that you have agreed to take over, it is instead a document to confirm that you are agreeing to take over that agreement.

  Since we were not directly involved in the purchase or sale of the property, it wasn’t possible for us to ensure that you and your closing lawyer were conducting due diligence in taking steps to review the existing rental agreement in place prior to agreeing to accept all rights, obligations, and interest in that agreement. I’m sorry if that occurred, but it is not something we can take responsibility for.

  Further details and terms of the agreement, including the possibility of a rental rate increase, are transparently detailed in the terms and conditions of the agreement in place, the same agreement you accept all rights, obligations, and interest in. Should you require a copy of those terms and conditions please just let me know and I will provide that to you.

  The reverse osmosis unit installed is a ******** ***** unit, ****, model number ********* You are welcome to source your own replacement filters, or, we can source them for you at our cost.

  Regrettably, we are unable to annul the agreement as requested. I believe that your closing lawyer should have obtained a copy of the terms and conditions from the previous owner or from us for review, rather than advising you to simply accept the existing agreement without even reviewing it. It could be argued that they had a responsibility to review the agreement with you, if applicable, before moving forward. However, as stated, we cannot take responsibility for their oversight. Since we were not involved in your home closing, it was not possible for us to ensure that your lawyer was fulfilling their due diligence on your behalf.

  If you would like to close the account, at this stage of the agreement’s term your option would be to exercise your option to purchase, i.e buyout. If you would like further information regarding this to review and consider, please just let me know and I will prepare that for you.
  
  Please let me know if you have any questions.
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 29/01/2025

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

  1) I reconfirmed with my lawyer that Sandpiper only provided the Assignment of Rental Agreement when they had reached out to Sandpiper several times for the documents upon closing.  Sandpiper withheld and did not release the entirety of the previous owners rental agreement which contained the actual terms and conditions of the rental agreement.  This is negligence of Sandpiper not to provide the document in the first place.
  

  2)  Why did Sandpiper not provide monthly invoices for the first 11 months of services and why were there no notices of rate increases provided whatsoever throughout the duration of services? 

  3)  After numerous calls and emails regarding the water filter, Sandpiper still had not responded until I escalated the water filter situation to BBB.  It took 6 months for Sandpiper to finally release the manufacturer information of the water filter.  This clearly shows Sandpiper’s incompetency, negligence, lack of respect and wellbeing to us as their customer.  What would have happened if my family had gotten sick from drinking the water?  That is very irresponsible of Sandpiper if I am paying for a service in which they are withholding information, especially since we are consuming the filtered water on a daily basis.  This is a health and safety concern to me and my entire family. 

  4) The buyout option prices provided are inconsistent and ridiculously high, higher than typical industry standard costs.  In addition, additional fees shown in the last buyout option wasn’t presented in the buyout option a couple months ago.  Hence I do not trust the buyout option prices presented as Sandpiper keeps on changing their minds and continuously charge at a higher rate each time we ask them to reconfirm the buyout options.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 04/02/2025

  Hi ****, 
  
  Thank you for your response. 
  
  1) The assignment of the rental agreement document is exactly that. Upon review of that signed document, it is clear that it is not a rental agreement, rather a document to confirm that you are taking over the rental agreement. If you or your closing lawyer did not review it, or did not request a copy of the agreement you were accepting all rights, interest, and obligations in, that is not something we accept responsibility for. 

  2) I'm sorry to hear that you may not have been receiving invoices, if that is still the case please let me know. Section 9 of the agreement you accepted all rights, obligations and interest in sets out that "The Payments will increase by up to 3.5% annually on each anniversary of your Commencement Date throughout the Term and you hereby acknowledge and agree to such increases being applied to your Payments without the requirement for us to send you statements reflecting the same..". With this, the agreement in place sets out that the payments may increase annually without statement/notice, but you're entitled to contact our customer service department for a statement specifying your current monthly rate. 

  3) I share in your frustration at specific equipment details not being disclosed to you upon request. I don't have specifics on when you first made that request, but I'm glad that you now have that information to hand. The equipment installed may also have details printed on it.  

  4) The buyout amount is calculated using the formula set out in section 12 of the agreements terms and conditions "Buyout Price = (Monthly Payment) x (120 - number of payments made)" + tax and applicable fees. I'm sorry if your invoice amount or layout has changed over time. Would you like me to generate and provide you with a copy of your most up-to-date invoice to review and consider?

  Please let me know if you have any questions or if I can assist further at this time. 
  
  Warm regards,
  Emmet. 

   

  Customer Answer

  Date: 06/02/2025

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

  1)  As I had mentioned throughout my emails and responses that my lawyer did reach out to Sandpiper numerous times and that was the only document provided.  My lawyer had requested copies of all documents to be provided by Sandpiper and the Assignment of Rental Agreement (ARA) was the only documentation that was provided.  No where in the Assignment of Rental Assignment agreement is there any mention of a separate rental agreement with terms and conditions are in addition to the agreement that was signed.  It is Sandpiper's responsibility if the company is withholding or purposely withholding information and the entirety of an agreement, if knowing that the entirety of the agreement is missing key aspects of the overall terms and conditions to the contract.  The Assignment of Rental Agreement is misleading to us as the customer with the sole purpose of locking customers into paying and possibly buying equipment that is overly exaggerated compared to market value. 

  2) I don't want you to be sorry.  I want accountability.  Don't be sorry, be accountable and own up to the mistakes and find ways to fix it.  It took 11 months by me making numerous phone calls and emails for a proper invoice to be provided.  That is not acceptable and irresponsible of Sandpiper.  As for mentioning sections etc. in your response.  You cannot state or refer to those sections if the terms and conditions were never provided in the first place because it wasn't until after signing the ARA and months later that we finally received a copy of the actual terms and conditions, and again that was after having to contact Sandpiper numerous times for the document.  I want a proper breakdown of costs of both rental equipment on a yearly basis from the beginning of the contract to the final end of the contract shown in 10 years.  Sandpiper should be transparent and lay out all the terms and conditions, and costs to its customers otherwise the company is purposely acting in bad faith with the purpose of misleading customers blindly into contracts, withholding information and purposely causing hardship.  Do the right thing and layout all the terms and be transparent with the costs. 

  3) The specifics were provided in the emails with this complaint.  Read the evidence provided and don't waste my time if you are not willing to properly investigate.  I had emailed Sandpiper in August 2024 and have been following up with further phone calls and emails.  Since this is a health and safety issue, I have no problem going to the media to further investigate and warn others.  I will contact *** *********** and other social medias to bring awareness so that others would not have to go through this similar situation with Sandpiper. 

  4) Yes, generate a copy of the buyout cost and provide a proper breakdown of how that is all calculated. Lay out all the costs on a monthly and then yearly basis instead of me having to do the math for your company.  Provide me an ***** spreadsheet breakdown if you have to. 

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 21/02/2025

  Hi ****, 
  
  Thank you for your response. 
  
  As requested by you, I will be happy to assist you with your buyout calculation request. The buyout amount is calculated using the formula set out in section 12 of the agreement in place "Buyout Price = (Monthly Payment) x (120 - number of payments made)". 
  
  Water heater: Your current monthly rate is $22.94 + tax, and to-date we have recorded 50 monthly payments, which includes payments made by the previous homeowner. We can populate your buyout calculation as: Buyout Price = ($22.94) x (120 - 50) = $1,605.80 + tax. 

  Reverse Osmosis: Your current monthly rate is $17.79 + tax, and to-date we have also recorded 50 monthly payments, which again includes payments made by the previous homeowner. We can populate your buyout calculation as: Buyout Price = ($17.79) x (120 - 50) = $1,245.30 + tax. 

  If you would like to proceed with your buyout option at this time please just let me know and I will prepare the necessary invoice and payment instructions for you. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 18/03/2025

  
  Complaint: ********
  
  I am rejecting this response because Sandpiper did not address points 1-3 in my last response.  In addition, why were the fees raised twice with the same year without any notice?
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 18/03/2025

  Hi ****,
  
  Thank you for your response.
  
  Our records indicate that we provided the rental assignment document to the previous owner upon request. I do not find any correspondence history directly with your lawyer. A copy of the terms and conditions of the agreement could have been obtained from the previous owner or from us upon request prior to agreeing to take over the agreement. 

  The rental assignment agreement, signed by you and ***, clearly sets out that its purpose is to facilitate you, the new homeowner, taking over the existing agreement. At no point does the signed assignment document state or imply that it is the rental agreement. The signed assignment document clearly states that by signing, you “have read and understood the contents of the letter and related assignment and hereby accept all rights, obligations and interest in the Rental Agreement specific to the above-mentioned property address”.

  The original agreement signed by the previous owner sets out the monthly rate, pretax, of $19.99 for the water heater and $14.99 for the R/O filter. That said, section 9 of the agreement “Adjustments to Payments” states that the monthly rate will increase by up to 3.5% annually. After some annual increases, the current monthly rates, pre-tax, are $22.94 for the water heater and $17.79 for the R/O filter. It is possible that the monthly rate may increase again annually during the remainder of the term, but such increases will not exceed 3.5%.

  Do you require any further details on the equipment? I don’t want you to have any ongoing health and safety concerns and am happy to provide you with further details where required to ease those concerns.  

  Please let me know if you have any questions.
  
  Warm regards,
  Emmet B******
  Director, Office of the President. 

• Initial Complaint

  Date:06/11/2024

  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.

  25 years ago with another company that these guys have bought. Contacted them Nov. 05 2024 and Nov 06 2024 to resolved this issue. I want them to come pick up their hot water heater as I don't want their service any longer. I have never signed a contract and the service was month to month.

  Business Response

  Date: 13/11/2024

  Hi ******, 
  
  Thank you for sharing your concern, I look forward to reaching an amicable resolution with you. 
  
  ******** ** a copy of the agreement in place which we have been honoring since we acquired it from ******** ********* ******** back in 2017. 
  
  Per the agreement in place, there is a $75 fee if you would like to have the unit removed, or, a $126 purchase price if you would like to keep the unit. Which of these option work best for you?
  
  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet B.
  Director, Office of the President 

  Customer Answer

  Date: 06/01/2025

  i had cancelled my hot water heater rental on November 5th 2024 with Sandpiper Energy Solutions. I sent a registered letter to this effect as they would not take me off their billing when I requested it on the phone with them.

  I spoke to them on the phone twice to come pick up their water heater. The first they said I could just keep it or take it to their junk yard in Toronto or pay them 50 dollars to come get it. The next time on the phone it was 75 dollars for them to come get their water heater. They said i had a contract but have never seen it and they refused to send it to me without a fee being paid. 

  This company has had at least two class action claims against it. I just want them to come and take their junk away.  

  Business Response

  Date: 17/01/2025

  Hi ******, 
  
  Thank you for sharing your concern, I look forward to reaching an amicable resolution with you. 
  
  I'm glad to report that the account has been closed this week. Please let me know if there is anything further I can assist you with. 
  
  Warm regards, 
  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 27/01/2025

  I am waiting on Sandpipers letter they said they would send me stating
  That I am no longer their customer and I own their old water heater .
  I can then close out my file with the BBB.
  Thank you
  *** ******

  Business Response

  Date: 28/01/2025

  Hi ******, 
  
  Sure, I can provide you with that letter. 
  
  ****** **** ********* Upon review please let me know if you have any questions or if you require any edits to the letter. 
  
  Warm regards,
  Emmet. 

  Customer Answer

  Date: 03/02/2025

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

  In correspondence with Abdul from Sandpiper it was established that he would send me a written letter stating that my account with Sandpiper

  was now closed and that I am to dispose of the water heater as it is mine. They have failed to do this as I have not received that letter in the mail.

  AT which time I do receive this letter I will close my compliant .
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 11/02/2025

  I have finnally received a letter from Sandpiper saying they are closing my account 
  and the junk water heater is mine to dispose of..
  After paying more money that I shouldn't of had too, I am glad to be done with them.
  They should however, be on the BBB watch list. **** *** **********
  Thanks for your help.
  *** ******

• Initial Complaint

  Date:05/06/2024

  Type:Product 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 have a rental water heater with this company. The original rental was done with ******** Hydro in 1985 at the time my home was purchased. Sandpiper took over in 2011. The original heater was replaced 2012. In all that time they came to inspect the second unit once in 2017. Nothing was done to the original tank till it leaked. My insurance company request that I replace the existing heater because of its age, They will no longer cover damages if it leaks. I have attempted to contact the company by phone 1-************ on April 22nd, 30th May 6 May15th 2024 they have promised someone would call me within 24hrs,48hr. and disconnected me twice. I have Emailed ***** ****** ********* @************************.ca May7, May14th,May23 2024 I have received no response to my emails. I need a smaller unit and do not want to rent. I was looking for cost and procedure( because of rental unit} timeline if I go with someone else . Please advises how to proceed I need to replace ASAP for Insurance Company

  Business Response

  Date: 25/06/2024

  Hi *******, 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you. 
  
  Upon review of the account, I found that the term for the 2012 water heater has been completed, and it is now on a month-to-month basis. Is it your intention to close that account? 
  
  If so, please let me know and I can assist you with next steps. 
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 25/06/2024

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

  Customer Answer

  Date: 26/09/2024

  I am unable to close the account. The staff of Sandpiper and their "customer Care center " are ignoring my attempts to close.
  July 3 rd 2024 I had a new water heater installed. Sandpipers tank was disconnected and emptied . The tank  was left due to it being a rental. I did not want to put it out in the rain for fear of being accused of destroying their property. It sits in my basement.
  Email to Sandpiper to retrieve their tank.  I also talked to Simram and she said I could keep the tank as it was a rent to own -Manager would call back
  July 4th Zahid I. called me back and said I owned the tank and I should look on facebook, call the junk man, scrap dealer they would do it for free.They will take it away for an additional charge. Email to Zahid asked for a copy of the rental agreement he was referring to. His email said he could not send a copy of the agreement with ******** Hydro for legal reasons. I returned his email saying I have never dealt with ******** Hydro- no response received to email
  July 9th Zahid from******* ***** {?} 1-************ ext ****called said he needed a response by end of day July 10 2024 to close the case.
  July 11th 2024 Zahid left a message for me. I was sick . I called him July 12th phone answered ****** *****(?) left message 
  July15th Zahid called 1- I can get rid of the tank and they will not charge me a closing administration fee of $113.  or 2 They will charge me $113. closing fee  no mention of what happens with the tank. referred him to Mr ****** from the BBB complaint
  Aug 23 2024 called Sandpiper to confirm account closed spoke to Simran she said she referred it to Zahid , as he did not respond to the email of July 15 she said the account was still open. She was the one I originally verbally closed the account with.  She would have Zahid  call 24/48hrs .Sept 7th I had not received a response' Sept 7th I sent an email to Zahid //////second request Sept 17th.  It appears they are now ignoring me. 
  This account should have been closed way back in April . However due to delay tactics on the part of this company they have caused me a great deal of emotional trauma not to mention a water tank in my basement.

  Business Response

  Date: 04/10/2024

  Hi *******, 
  
  I'm sorry that you had this experience since we last spoke. 
  
  Upon review, I can assure you that the account has now been closed. 
  
  Please let me know if you have any questions. 

  Warm regards,
  Emmet. 

  Customer Answer

  Date: 07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I agree that the account is closed however I need Sandpiper to take their tank out of my basement and dispose of it
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 18/10/2024

  Hi *******, 
  
  When the account is closed, the home owner becomes the sole owner of the equipment on an as-is, where-is basis. 
  
  The industry standard is that your new provider will remove and dispose of your old tank at no cost. If that is not possible here, please let me know of your upcoming availability, and I will get back to you on an appointment along with the costs where applicable. 
  
  Warm regards, 
  Emmet. 
  

  Customer Answer

  Date: 19/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I had the opportunity to dispose of the tank when the new one was installed ,however because of the customer service people involved  I was  reluctant to do so lest they would now want the tank .I do not feel I should pay to have the tank removed now.  This company has the ability to take it away as they did when the original one broke  free of charge . My original idea in April was to replace the rental with a new tank but not on a rental basis. If the tank Sandpiper was selling was the same as other companies I would have had Sandpiper install a new one and they would have taken the tank away, however we never got that far because the minute I said I did not want a rental  all the trouble started.. This account should be closed as of April and arrangements made to pick up their equipment.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/11/2024

  Hi *******, 

  Thank you for your response. 

  Please let me know of your upcoming availability, and I will get back to you on an appointment. I will aim to waive the cost for you, but will detail any if applicable to you before locking in an appointment. 

  Warm regards, 
  Emmet

  Customer Answer

  Date: 13/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: they are still saying there "maybe a fee involved". I am generally available afternoon after 3 unless I have a appointment. I accept this response to take it away with no fee. The company would not be charging if they were bring a new tank or replacing a broken tank so they have the capability for disposal.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/12/2024

  Hi *******, 
  
  Thank you for sharing your general availability. I've asked our dispatch team to arrange for one of our techs to swing by and collect the unit at no cost to you. They will call you on your ***** ******** number to arrange an appointment. 

  For the appointment, if you can have the pathway to the unit clear of obstacles that would be appreciated. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet B. 

  
  

  Customer Answer

  Date: 02/12/2024

  
  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

  Date:26/02/2024

  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.

  I bought a house that had a hot water heater rental. It broke down in April 2023. We replaced it with our own hot water tank. I called Sandpiper to cancel my account, but they keep sending me invoices and have ***** ***** ******* (collections agency) sending me emails as well, telling me I owe them money and to pay my invoice. They refuse to close my account and ignore me when I tell them that I cancelled my account in April 2023. I am at my wits end with this company and their collection agency. Is there anything you can do to make this stop?

  Business Response

  Date: 05/03/2024

  Hi *****, 
  
  Thank you for sharing your concern, I'm sorry that you have had this experience with our front line teams. 
  
  Upon review, I have made the decision to close the account for $0 and waived the past due. It is possible that your next monthly invoice has already been generated, so if you do happen to receive another monthly invoice please feel free to discard it and rest assured that the account is now closed. 
  
  Please let me know if you have any questions. 
  
  Warm regards,
  ***** *******
  Director, Office of the President. 

  Customer Answer

  Date: 06/03/2024

  
  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

  Date:30/01/2024

  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.

  Want proof of a signed agreement between my deceased husband and the company which I have asked for over the past two years to provide me with. They say they will send me this proof but do not and continue to harass me and charge me monthly without providing me the information. I’m a senior and it is very upsetting to get this call almost every day and the treating of putting a lien of my house. When all I am asking for is the documentation. If that is provide with my husband’s signature I would rectify this situation which I have informed the company of this.

  Business Response

  Date: 09/02/2024

  Hi ********, 
  
  I'm sorry to hear of the loss of your husband. 
  
  At this time, if you'd like, I can close your account for $0, and allow you to keep the equipment on an as-is, where-is basis. 
  
  Please let me know if you would like to proceed with this option. I have also submitted a request to our accounts team to try and locate the agreement for you, as I was unable to locate a copy. 
  
  Warm regards, 
  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 12/02/2024

  
  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

  Date:18/12/2023

  Type:Sales and Advertising 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.

  In September 2022 I received a phone call saying someone was in my area and could save me money on my Utility bills. I consented and a man reviewed my utility bills and stated I could receive a discount on my bill of $40 to $60 plus another $40 per month less the $69.99 plus Tax due to the provider for the Heppa filter. He said it was a 10 year contract and I could cancel at anytime and that this was all in conjunction with ********. My wife was present and heard the same explanations. The man had us sign an **** that we wanted to move forward and that a contract would be sent via email. The fact I got a call from a second man to make sure I understood the offer and I repeated what I was told and he confirmed I had it correct. He stated there would be maintenance provided by Sandpiper every 6 months and they would supply filters and fix anything that needed maint. My furnace Maint. man was here and said the one filter is plugged and its been approx. 15 months since installation with no service. He said someone would come by to show me where the savings were on the bill but no one showed up. I got an additional call prior to getting my first bill and offered hot water on demand for $99.99 month plus tax due to them and similar savings to me as on the previous Heppa Filter. We never did received the contract for the Hot Water on demand even though I told them 3 times. After calling their customer service approx 3 times the put me in touch with higher level people who I called and was told the contract said 10 days so she couldn't do anything and after I explained she said she would have a more senior person call me to resolve. I received an email not a call which I have attached saying no savings. I would like the Heppa filter removed and the duct work repaired and re-imbursement for all monies except the first 6 months and the Pre-Auth payment ended and the same for the Hot Water on demand. Also, I'm told the gas hookup they installed does not meet the code.

  Business Response

  Date: 27/12/2023

  Hi ******, 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you. 
  
  I never received a response from you to my email from January 11th, and I'm sorry if we are still facing the same concern since then. 
  Upon review of the signed agreements I don't see anything to show that savings were promised, however, should you have other documentation or other evidence to corroborate with what you are suggesting I will be happy to review and take that into consideration. 
  
  I understand that you have recently had a HEPA and a Tankless Water Heater installed. Depending on a number of considerations, including the equipment you had installed prior, the Tankless is likely to deliver you more measurable savings than the HEPA. The Tankless only heats the water you use, as you use it, compared to for example a 50 gallon tank that is constantly cycling on and off to keep 50 gallons of water hot. 
  
  With the HEPA, any potential cost savings are difficult to measure. Having one installed may keep your heating/cooling system and duct work essentially dust free, allowing your heating/cooling system to operate more efficiently, you will not have to clean your duct work nearly as often, along with other benefits that may or may not be cost saving.
  
  I'm sorry to now hear that there is also a concern regarding the tankless installation where you're led to believe that the gas work may not be to code. Can you please let me know what you feel is not to code? Also, can you please advise of your upcoming availability to have a technician visit to resolve any concerns, and the best phone number for our service scheduling team to reach you on?

  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 

  Customer Answer

  Date: 05/01/2024

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

  You have not responded to my complaint with solutions but rather just reference to the contact which doesn't state what the door to door representative for your company presented and what was confiirmed by a second agent of yours who called to confirm the agreement. My wife and I both heard the presentation and it was as I stated in my complaint. We didn't see or sign a contract we signed an **** confirming we wanted to proceed with what your 2 agents presented. Also, I would like a copy of the Telephone coversation between myself and your agent who called me to confirm my understanding of the agreement.

  After the fact an email was received with a contract for the Heppa Filter which we didn't review as 2 of your agents confirmed the agreement as I stated in the complaint. I only reviewed the contract for the first time when I spoke with your Customer Service representative (Monica) on Jan 9th 2023. I never did receive a contract for the Tankless water heater so according to your 10 day policy as per your Monica it can be cancelled and should be removed.

  I was promised maintenance every 6 months which included parts and labour at no cost to us.The one filter is basically plugged and says it should be changed every 3 to 6 months.

  We only signed to move forward based on the savings that were promised by your representatives. We are seniors on a fixed income and you are ************ taking money from us on a monthly basis.

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

  I'm requesting again that you accept my offer as stated in my original complaint, which is remove the hardware, I'll except reimbursement for all monies except the first six months for each item and we resolve this matter and part ways.

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

  Business Response

  Date: 20/01/2024

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

  Unfortunately, since we don't have any record of any proposed savings, it is impossible for us to review and consider what you claim to have been offered. However, a tankless water heater will generally result in lower gas and water bills when compared to the use of a regular tank heater. A HEPA can also arguably assist your furnace in operating more efficiently and in turn provide some savings, which would be difficult to measure. 

  With consideration of your unique circumstances, as a without prejudice goodwill gesture, I would like to offer you a 50% discount on your monthly rate for each account. This discount is significantly larger than the savings you allege to have been promised by the technician sales agent. If you would like me to proceed with this account change please let me know, alternatively if you would like to exercise your buyout option to keep the equipment please let me know and I will be happy to arrange a similar discount for you as a goodwill gesture. 

  The signed agreement in place states that we will provide service when required at no additional cost to you. In addition to the 50% discount, I will be happy to arrange a maintenance for you at no additional cost to your monthly rate if you can please advise of your upcoming availability and the best phone number for our dispatch scheduling team to reach you on. I will also ask that the technician arrives with a set of free filters for your HEPA, again at no additional cost to you. 

  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet B.
  Office of the President. 

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  Hi Emmet

  Thank you for your offer and I would like to try and settle however, I am rejecting this response because:

  There are still 2 issues for me in order to make a decision which are:

  1/ Your agents told me with no hesitation that the contract would be open for cancellation anytime during the 10 year term. That was a must for us as we are in our mid 70's and even though we have no major medical issues at this time, if my wife or I encounter a situation whereby we need to sell our home, which we have no intention to at this time, I need to be able to cancel the contract because I have no confidence a buyer would take on the remaining portion of the contract, hence we really need to be able to cancel anytime during the 10 year Term free of any buyout or penalty..

  2/ We were told the equipment would be maintained every six months as the filters needed to be changed every six months. I don't know as I need to have a maintenance tech to come by every six months unless there is an equipment failure but I'm requesting you forward the filters based on their normal life expectancy free of charge to us as we were promised.

  If you can add these two items to your previous offer of January 20th, 2024. I will be able to make a decision.

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

  Business Response

  Date: 23/02/2024

  Hi ******, 
  
  Thank you for your response. 
  
  I can say that we don't have any agreements that provide the option to cancel at any time during the initial term, however, the buyout option is often seen as a cancellation option, and that is available at any time. I understand your lack of confidence to have a potential buyer take over the remainder of the term, but it's actually very common for home buyers to take over the existing agreement, but if that was not an option, you could ensure that the property sale amount covers the remaining buyout of the agreement. With the 50% discount being applied to your monthly rate, this will also reduce your buyout amount by a similar %.

  It's not necessary to have a maintenance service on the equipment every 6 months, especially with the water quality in Hamilton. However, I can add a free annual maintenance service to your account with us. 
  
  Please let me know if you'd like me to proceed with the account changes. 
  
  Warm regards, 
  Emmet.  

  Customer Answer

  Date: 28/02/2024

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

  Hi Emmet

  Can you provide the buyout amounts after 3 years, 5 years and 7 years with the 50% discount you are offering please.

  Also, please confirm in the annual free maintenance you would supply the filters applicable based on their expected life (6 months for one and 2 years for the other)

  I look forward to your reply.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/03/2024

  Hi ******, 
  
  Your buyout amount is calculated using the formula set out in the agreements terms and conditions: "(Monthly Payment x 105) x (1 - (0.005 x number of payments made))".
  
  So for example, your current tankless water heater buyout with the new 50% off monthly rate is: ($49.99x105)x(1-(0.005x15))= $4,855.27 + tax. If you want to predict what the buyout amount will be at any point in the future, you can copy that formula, paste it into a ****** search and just change the number of payments made from 15 to any future number and click search, ****** will actually calculate it for you! 

  For you HEPA, your current buyout with your new 50% off monthly rate is: ($34.99x105)x(1-(0.005x15))= $3,398.40 + tax. Again, if you want to predict what the buyout will be in future, you can increase "15" which relates to number of payments made to any number and search the formula in ******. 
  
  With regards to the filters, if you'd like to book a maintenance call now I will ask that the technician provides you with sufficient filters to last 12 months, and I will note the account that in the future at your next maintenance call they again provide annual filters. 

  Please let me know if you have any questions, 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 08/03/2024

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

  I need to receive a revised agreement specifying the concessions made by Sandpiper and the new details agreed to along with the contact information for the annual maintenance appointments and confirmation that the price change will be in effect before the next billing and then I can agree.

  I look forward to hearing from you.

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

  Business Response

  Date: 18/03/2024

  Hi ******, 
  
  Unfortunately we can't sign a new agreement with you. However, would it work for you instead if I prepare an official letter for you with details of our arrangement? 
  
  Please let me know. 
  
  Warm regards,
  Emmet. 

  Customer Answer

  Date: 26/03/2024

  
  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.

  So Emmet yes if you send a letter specifying our arrangement and stop the payment withdrawal now so the next payment doesn't come out of my bank we have a deal.
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 19/07/2024

  I’m requesting my claim #******** be reopened as I responded that the claim was satisfied as Emmet from Sandpiper said he would send a letter confirming our agreement.
  
  The letter was to confirm Sandpiper would cut the costs of both contracts by 50% which they did. However, he never sent the letter and the things which are not satisfied yet is that he agreed to supply the 2 filters required for the HEPPA filter system for the term of the agreement based on the replacement specifications on the filters and a annual Maintenance visit to check the 2 systems.
  
  The letter should be copied to the necessary departments at Sandpiper, so this all happens automatically and a phone number for me to contact them id the service does not happen automatically.
  
  I have attached the email I sent Emmet on May 31, 2024, which I have no response and six and a half weeks have passed.
  
  Regards, 
  
  ****** *********
  
  ***** ********

  Business Response

  Date: 29/07/2024

  Hi ******, 
  
  Thank you for reaching out, I'm sorry to hear that the letter was not received by you, I recall sending it via ****** **** in early April. 
  
  **** ******** * **** ** *** ****** **** *** **** **** *** **** *******. Upon review, please just let me know if I can assist further. 
  
  Warm regards, 
  Emmet.

  Customer Answer

  Date: 30/07/2024

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

  Emmet

  You agreed to send a service person annually to service the 2 pieces of equipment as well as provide filters for the full term of the agreement based on their recommended replacement time frame, which is not in the Letter.

  The service and filters are way overdue.

  I have had to go through BBB as you didn't respond to my May 31st email.

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

  Business Response

  Date: 09/08/2024

  Hi ******, 
  
  I've updated the letter to reflect that and attached it here for you. 
  
  If you'd like to schedule the annual service at this time, please just let me know of your upcoming availability along with the best phone number for our scheduling team to reach you on. For a quicker response, please feel free to provide that via the email address I included in my letter. 
  
  Warm regards, 
  Emmet. 
  

  Customer Answer

  Date: 19/08/2024

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

  I have not received the service for the equipment yet as well as the filters.

  My phone number to reach me and schedule an appointment is ************.

  We can discuss my availability when I receive a call to schedule the appointment.

  How will future annual maintenance and filter supplies be scheduled as I emailed you on May 31st and didn't get a response?

  I look forward to your reply.

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

  Business Response

  Date: 03/09/2024

  Hi ******,
  
  Thank you for your response. I've forwarded this information over to our dispatch team who will arrange this service with you and reach out to you shortly to schedule. I've made them aware that the technician is to also provide filters for the HEPA.
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 11/09/2024

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

  Hi Emmet

  A couple of things:

  1/ the service department did call and sent out a service tech with no filters, so apparently they are coming back.

  2/ The Hot water on demand should have been on his work order to check along with the supply of the filter if necessary and it was not, However, the unit and filter was fine.

  3/ Can you issue a standing order for the annual service call along with the supply of related filters at no charge so this all happens automatically every September for the remainder of the contract . This will eliminate me calling and going through what you have agreed to when I speak with you or your people every year.

  I would appreciate a copy of this so I can present it to whoever, if there is any push back from your service department in the future.

  I look forward to your reply.

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

  Business Response

  Date: 20/09/2024

  Hi ******, 
  
  Upon review of the account I see that the filters arrived and our technician has now returned and installed them for you and all is working well. 
  
  I'm sorry to hear that the water heater was not on their to-do-list, I'll pass that feedback to our servicing team. 
  
  Unfortunately, our system does not have the option to create a standing order so that's not possible. Instead, I've set a reminder on my end for September 1st 2025 to reach out to you to schedule next years appointment. I plan to still here next year, but if I'm not, your account is noted clearly to show that each year we will provide you with maintenance and filter replacements at zero cost to you. If I'm not here next year, please give the company a call and if you're having any trouble having the service arranged at no cost just ask them to check your account notes, including my latest note from September 20th 2024. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet. 

  Customer Answer

  Date: 29/09/2024

  
  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.
  
  Sincerely,
  
  ****** *********