Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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 response

  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

  26/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  30/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

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

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