ComplaintsforFahrhall Home Comfort Specialists

• Initial Complaint

  16/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Re: Misrepresentation: Recommending Unnecessary Repairs or Replacement of Items Complaint against ******* Home H323034******343638H H34303333**3833323432H at ***************************************************** 1C1 A blessed day! I am seeking the help of your good office to brighten my mind as to whether or not I have the right to cancel an agreement with the said company.I was given a quote at home by the company for a heat pump installation last Dec 23, 2023 and I signed the paper quote. I went into the agreement with the company Dec 23, 2023 around 8PM where I signed the contract electronically. As per consumer protection act this company sent me, I can cancel the contract 10 days after I receive a written contract. I received an electronic contract and not a written contract.Jan 2 and 3, **** they installed the equipment and finished around 11 am on Jan 3. Around 2pm right away on January 3, **** there is an Urgent error code that appeared on the thermostat several times, 2pm and 5pm. Their technician went back to check the heat pump 2 more times until they declared their is a part that has to be replaced. They will order it and since the last technician went to the house I did not hear from ******* about when they will repair the equipment. Jan 12, ****, 10 days after they installed the heat pump I emailed them and call them telling them that I am cancelling the contract. This is the time ************************* from the ******* told me that a service repair and replacement of part will be in the house on Jan 15, around 11 am. I refused this repair for I have made up my mind to cancel my agreement with them.************************* told me that I am not able to cancel since Jan ******************************************************* last Dec 23, 2023 and that there is a fee I will be paying for removing their equipment in the house.My daughter&#**;s name is in the house. The house is rental. I am the (one of the ) landlords of the tenants. I was the one I went in contract with *******. Our company paid for the house and pays for all the utilities of the house and all bills.I was told by the operator that my case isnt covered by Consumer Protection Act since this is a rental property and told me to contact H363137**3238313831H. Is this my situation?I want that ******* take out their equipment from the house free of charge at a scheduled time. I want to cancel this agreement with *******. The equipment they gave me is defective and I am not suppose to experience this kind of stress right now having to have given a defective equipment which I will pay for 10 years with 2% interest per month amounting to more that $27,000 for a defective equipment

  Business response

  23/01/2024

  The customer was given a quote December 16, 2023 , she had all documentation signed and received December 23, 2023. Due to the holidays, the equipment was installed by January 3, ****, and she demanded cancellation rights January 12, ****. An electronic contract is deemed a written contract, also the customer demanded her equipment be installed sooner than 10 days as her original furnace was broken and the home did not have adequate heating; this changes the outcome of the 10-day cooling off period rules but regardless, she is outside her 10 days. 
  ***** sent a text message of the error code to our installer, who then requested that she call him to make arrangements to diagnosis the issue. After multiple attempts we were able to get in touch with her. Customers phone can only be reached when she is connected to wi-fi which makes it difficult to contact her.
  Our service technician went to the home on January 5th and called Lennox Tech Support to better diagnose the issue. Upon the advice of ****** Tech Support their recommendation was to replace the ** valve part, at which point we notified Lenen that the part would be ordered and as soon as it comes in, we would call her to schedule it. Her furnace was still operational,fully-functioning and providing heat. At no point did the error code interfere with the operation of the furnace providing the home heating.
  January 12th Lenen called our office line for the first time since the unit was initially installed to demand the entire system be taken out of the home at no additional cost to her. She had sent an email as well stating her demands. An email was replied to the customer outlining the timeline, and our explanation, which also included an approximate arrival date for the part of Monday January 15th and we could schedule her as early as 11am for repair, and a free furnace filter would be given.
  At which point ***** refused service, claimed we were only offering her the information on her repair date because she was cancelling, requested her contract to be cancelled,threatened legal action, and claimed we are infringing on her rights.
  We advised her that up until this point we have done everything to make sure her issues were taken care of in a timely manner and within the bounds of the manufacturer warranty stipulations. We have addressed all her concerns by email as she will not speak to us by phone. She has acted unreasonable as her outdoor unit is not defective but requires a part for better operation, and her indoor furnace is fully functioning and providing heat. The customer is claiming she is within her 10 day cancellation period when she is in fact outside of it.
  Our labour warranty is covered specifically by us for 10 years, so we have been trying to go above and beyond to compromise with the customer to repair our relationship but her demand for us to remove all equipment at no cost to her is unreasonable, especially since we have acted appropriately throughout this entire time. We have offered the repair, free furnace filters, and free preventative maintenance visit. She continued to demand the equipment be removed, and pressured us to follow her demands or she will have another company remove our equipment. She has stated she wants to schedule the removal of our equipment the same time as another company installs new equipment. The customer does not seem to want to work towards a resolution.
  We have offered the customer 3 options:
  ***** remains as is, and our service department replaces the valve on the outdoor unit. This is no cost to you.
  2)Fahrhall can swap out the outdoor unit with a new one, it will be the same model number. This will not be a new contract, nor cost you additional money.
  3)Fahrhall can remove the equipment for $2,000 +HST.
  

  Option 1 is our regular procedure.

  Option 2 is an act of good faith to maintain a relationship with the customer.

  Option 3 is at our cost for the labour used to install the equipment initially,and then remove it, this price also includes items we had to affix onto her ductwork to adapt the new HVAC equipment (ex. Venting, and plenum).
  The customer proceeded to discuss option 2, then demanded a discounted rate. We do not see this as acceptable as this resolution is over and above a reasonable solution. We offered the customer the dollar value of the labour warranty purchased in a credit so she did not have to continue a relationship with us and use another Lennox dealer to provide future service, and her parts would be covered under warranty by any Lennox dealer.
  

  ***Please note that we are still actively working towards a resolution with *****. Full email threads of our discussions with ***** thus far are attached, please review each attachments -- most recent conversation can be found under file 'lenen emails with ***** 2' ***

  Customer response

  24/01/2024

   
  Complaint: 21152913
  
  I am rejecting this response because:

            The business response was inaccurate

  
  1, It said I was provided quote Dec 16. Their form has a date of Dec 16. But I got the quote and signed the quote Dec 23, I even wrote the date beside where I signed in it. They have a copy of that quote that I signed and it clearly states 12/23/2023.

  2. I requested and was promised that the equipment be installed immediately despite the holiday season. Yet, from Dec 23 where I signed the contract, they installed Jan 2, ****! They finished Jan 3! Is this the kind immediate service they provide given I had no heat that time?!  And how does it affect the 10 day cooling period? It was on their favor, for they insist the period started the day the contract was signed! Instead of the day the equipment was installed. So please,dont use my request for immediate service against me! This is a shame of business ethics!

  3. Do not use my phone as an excuse to not to get in touch with me, for I also have email address! My email is in my contract. Another shameless business ethics for someone in the business for decades like them. If you cant reach a client through one avenue, did you even attempt to reach her to another avenue? No!

  4. Their furnace is operational yes. Yet the technology I availed is the heat pump! The heat pump should be the working one. *********************** explained to us how the heat pump works. I even asked repeatedly!  Instead, the heat pump  needs a part to be change the very day it was installed! Imagine how disappointed I was for having to receive a new technology that is defective the day it was installed!
  5. She has acted unreasonably as her outdoor unit is NOT DEFECTIVE but requires a part for BETTER OPERATION What! The heat pump outdoor has been sending urgent repair messages! Is this their definition of  a technology that IS NOT DEFECTIVE and BETTER OPERATION? Come on! They should know better!
  6. We are trying to go above and beyond compromise. They have initially offered a $942 money to me. But they said they will not cover the labor services after and I had to call ****** technician in the future where there is 4-5 in *******. I agreed to 10 years free labor and parts warranty to be service by *******, only to be passed to ****** technician and pay for service in exchange for the $942! This is ridiculous! ( See the conversation they sent, if they sent everything)
  7. In the contract I signed, it says there I can cancel the contract for no fault of my own after it has been installed. There is no fee/charge for as long as the company will recover all the equipment they have installed. Yet they want me to pay $2000.00 for them to take out their equipment! What equipment then is worth $2000.00 that they will not be able to take back? 
  8. I am a customer and I deserve better service. I was patient with this company even after their heat pump was defective. Even after I was frustrated for the defective heat pump they installed. At first I demanded they change it to new one. The technician said it is "NORMAL" for brand new machine to have defective part! I waited for the part to come. From January 5 to Jan 12 I did not hear anything from this company. They only reached me when I was cancelling. That was Friday, around 2pm where I called and nobody answered. I was initially was just about to ask when the part is coming. Their phone was just ringing I was on the phone for at least 3-5 minutes and so I left  a message that I am cancelling their service instead. I sent emails also for them to remove their equipment. After this was when this company became so efficient in reaching out to me through email and asked me to call them. 
  When I was cancelling, they go above and beyond their service ?

  I admit I inquired services from another company. They said they can provide a BETTER service. So why not?

  9. I have been pending transactions with Energy werx due to this issue with *******. I believe I only have limited time until I am able to apply for rebate. 

  
  Sincerely,
  
  Lenen Bantigue

  Business response

  25/01/2024

  As of January 24th at at 11:30am we have reached a resolution with *****, complete email correspondence from yesterday is attached. Here is brief summary of what she accepted below:

  "We can change the outdoor unit for you as stated in the letter I sent yesterday. You already have 10 years parts and labour warranty on the contract so this remains the same"
  
  - This sounds good to me. I will accept this. Change the heat pump outdoor unit with a brand new one. Thank you. 

   

  BBB, we appreciate your assistance in coordinating dialogue between us and our customer.  Hoping that this is resolved from this point.

  Thank you

  Business response

  25/01/2024

  Another update attached.

  Heat pump replacement is scheduled for Monday January 29 10am.

   

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