Complaints

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:12/11/2024

  Type:Service or Repair 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.

  About a year ago we contacted ******** to get a new heating and A/C system. Our old system was ten years old and one unit had failed completely and the second was also starting to fail. We made it clear we wanted the best available system so we wouldnt have to worry about our A/C or heat going out. They suggested a large Trane unit to replace our 2 carrier units. This was $24,000. We paid for it with the understanding that we wouldnt have to worry about our system failing. A few months later the first failure occurred, apparently they forgot to install the correct breaker. They fixed it and things were okay until August of this year when the system quit all together. My wife happened to be pregnant at the time and it was extremely hot. They claimed that a valve had failed. I was frustrated because we requested the best system and here is was failing after 6-7 months. Weeks went by, we had no A/C the daytime temps were in the upper 90s. Finally I demanded they remove the system and I wanted a refund and a different business would install a new A/C. That got things moving and two days later after 3 weeks with no A/C they got the part and fixed it. Now 3 months later the system is down againI still owe $19K on it and I want it removed so I can get a reliable system. If you ask them they will blame Trane, and thats fine. ***** can refund me. The people at Canadys are very nice, but the product they are selling is not.

  Business Response

  Date: 12/11/2024

  Good Morning, we have tried calling Mr. ****** this morning to schedule a technician to visit their home today (12/11) as well as address their concerns in this complaint. I have brought our Branch Manager into the conversation and we are reviewing all account details today. We are contacting our Trane representative as there have been multiple failures in this new HVAC system that was installed a year ago. 

  ******** stands by our two-year Install warranty. We have been out 5 times since the installation for return visits, repairs, and/or Quality inspections at no charge to Mr. ******* We will be in contact!

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair 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.

  Part 1 of 2 of complaint against Canady's Heating-Air-Plumbing: September 2018 we Canady's installed a new AC system for us because our previous one died. During installation, we were informed that the ductwork in the house was set up in a complex manner that didn't make sense and was basically useless because we didn't have a dual zone AC set up. It was recommended that they pull out some of the ducts and reroute the remaining to ensure proper air flow after installation. We agreed and they proceeded with installation. Since then, we have reached out several times over the last few years for service repairs due to airflow issues. We were always informed of miscellaneous reasons as to what the issue was. Each time a technician would come out to the house to repair said issues, results would only last temporarily. On one occasion, technicians came to the house for the same air flow issue, and they informed us that the ductwork needs to be completely rezoned to fix the airflow issue. We reached out to our home warranty company to cover costs. They sent out technicians that were part of their service network to inspect the ductwork and they confirmed that the airflow issue could only be resolved by reconstructing and rezoning the ductwork. They also informed us that it looked like previous ducts were pulled out and left off to the side in the attic. After they submitted their report and findings to the home warranty company, we received notification that our request for service repair costs were denied. Per our contract, all ductwork repair & replacement services are covered UNLESS previously modified or damaged. So, because Canady's technicians removed ducts during initial installation process, service repair costs were not covered because the ductwork system was modified. ***SINCE I AM GETTING READY TO RUN OUT OF CHARACTERS, I WILL CONTINUE THIS COMPLAINT IN A SECOND PART***

  Customer Answer

  Date: 10/18/2024

  Part 2 of 2 Canady's Heating-Air-Plumbing complaint: We reached back out to Canady's to inform them of this and because we were still having the same airflow issues that seemed to be getting worse, we requested that a technician come by. Another technician was sent out to our home to inspect the issue, and he also informed us that the ductwork setup was the issue of the airflow. He stated that he would reach out to his supervisor to see how they could rectify the issue since it was caused by their technicians during installation. After a couple days, we received a call from one of the Installation Managers. He informed us that he vividly remembers the installation (from 5yrs previously) and recalls that he informed us at the time of installation that the AC system being installed wouldn't have the power to provide proper airflow evenly to the whole house, but we were okay with that because we didn't want to purchase another AC system that was more expensive in cost. I informed him that the conversation that he was referencing never happened and none of it made sense. Why would we agree to purchase a $7000 AC unit that's not going to provide adequate airflow throughout the whole house? Not to mention, what does this have to do with the airflow issue caused by the removal of ducts by their technicians? Why remove the ducts knowing that the AC unit being installed SUPPOSEDLY wouldn't provide adequate airflow? But he was adamant that he remembered the installation and conversation that took place over 5yrs ago. He then informed me that if we wanted to move forward with services for rezoning, it would cost us around $5000. How does any of this make sense and how is this fair? Before the installation of the AC system in 2018, there were absolutely no issues with adequate air flowing throughout the entire house.

  Business Response

  Date: 10/18/2024

  Good Morning,

        There is a lot to unpack here in this complaint. It is hard to address as this was an Installation we performed on 9/7/2018 (almost 10 years ago). I will provide a timeline of all work performed from installation to present date and can gladly provide documents, pictures and/or phone call recordings if requested. 

  9/7/18- We installed HVAC System

  9/14/18- We sent a technician at no charge to look at an issue of system not properly cooling the house. We resolved.

  9/26/18- Customer wanted to switch out her thermostat to a Honeywell 5000 from her Nest Thermostat (we sent a tech at no charge). We installed the thermostat and resolved this.

  3/27/19- Customer called stating they were having issues again with their system but cancelled their appointment as it was found that they had other power issues & needed Georgia Power instead.

  6/4/19- We sent a technician at no charge as they had a complaint that one side of house was cooling and other side was not. We recommended that the customer replace the supply plenum and configured ductwork for $1,500.

  8/29/19- We performed an annual maintenance on the HVAC System. System was working properly.

  9/9/20- We performed an annual maintenance on the HVAC System. Customer decided to install Algae pads for their system to prevent build up. System was working properly.

  2/14/22- We went to perform annual maintenance but the customer rescheduled to 2/23/22.

  2/23/22- We went to perform annual maintenance but the customer wouldn't answer the phone/door, so the appointment was cancelled.

  9/23/22- We sent a technician for a diagnostic appointment and found that the blower wheel was compacted, the primary drain line was clogged, mildew was on the air handler, and the outdoor TXV needed replacement. Our tech contacted their Home Warranty company to relay these findings and to assist with that process.

  10/4/22- We replaced the Outdoor TXV 

  3/27/23- We performed the annual maintenance. We recommended that the blower wheel be deep cleaned as it was impacted.

  1/24/24- We performed annual maintenance. We had a note that the customer was having air flow issues.

  2/1/24- We sent a tech out (at no charge) to look into the air flow issues. The tech removed the zone dampers and rebuilt the supply duct work at no extra charge.

  2/9/24- We sent two technicians at no charge to continue working on the dampers, plenums and drain pan. (We did not charge for 3.5 hours of work and material)

  5/29/24- Customer called us having the same problems with no air flow in most of the home after our repairs. Our tech did not see any issues but he relayed to our Install Management team so that they could contact the customer.

  **Canady's did not hear from Mr. or Mrs. ******* from 5/30/24 until Present Date **

   

  Now- We are receiving this complaint from our installation in 2018 and after our various visits and even repairs at no charge. Canady's is not liable for the claimed damages and there is no physical evidence that the claims above are valid from this Home warranty company. 

  Canady's offers a 2 year warranty on installations and we went beyond the 2 years to assist this customer with their needs/concerns.

   

   

  Customer Answer

  Date: 10/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22437772

  I am rejecting this response because:

  My apologies for the delay in response, the previous message somehow made its way into my Spam folder.

  On 6/4/19, a technician did come out due to air flow issues causing cooling to only one side of the house. The technician informed of that ductwork needed to be rezoned and the cost would be $1500. There was no mention of supply plenum replacement being needed. Also, isn't the supply plenum part of AC system installation? If so, why would we be responsible for replacement after a year. If this isn't part of the AC system installation, please elaborate and educate on this.

  On 2/1/24 visit, the dampers were replaced, not sure what work was completed on ductwork-not saying nothing at all was done.

  On 2/9/24, technicians did return to continue work. After work was completed, we were advised that if airflow issues persisted, to go to attic to readjust dampers by opening or closing them to our comfort. But if supply ductwork and plenums were worked on, shouldn't that had resolved said issues from 6/4/19 visit, since that was the issue?

  On 5/29/24, a technician came back out due to same airflow issues. It's funny that Canady's stated that the technician didn't see any issues because I just so happen to have recordings that are date stamped that says otherwise and I will gladly submit them. My husband wasn't initially present, which prompted me to record so I could relay accurate information to him about the findings. The technician gave us 4 separate updates during his assessment, all recorded. During the recording you will clearly hear the technician state that the only resolution to the airflow issue would be to put the zone system back in or ductwork. He also stated that we have trump lines that run off our system. And the trump lines are supposed to start off at a big size and reduce down to help for airflow, and once the last supply drop comes off of that they're supposed to put an end cap on it. But instead, "The trump line was ran off the AC unit, comes out the back, around, elbows, then they put an endcap on it but then they ran another duct off of that, all the way down to the side of the house, to another piece of hard pipe with a bunch of stuff off of it". He also stated that no matter what was done, one side of the house wouldn't have air, since when one damper is closed, it's feeding from the other side and ultimately the closing off of dampers would cause loss of air on opposite sides. He stated that his bosses were in meetings, and he couldn't get ahold of them at the moment but would contact them so another technician and salesman could be sent for their expert opinion. He also stated that someone from the office would be reaching out to us by the following week to get something scheduled to get back here as quick as they can. My husband reminded me that no one initially reached out to us to set up anything, so the following week I left a couple messages before I finally received a call back from one of the installation managers (I can provide call logs if needed). It was during this call that I was informed that he so adamantly recalled our installation and conversations regarding such that was almost 10yrs ago. Stating that we supposedly opted out of getting the recommended unit because we didn't want to pay more, after we were informed that the unit we were getting wouldn't provide adequate airflow throughout the house. And that's when he told me that if we wanted to move forward with the rezoning it would cost us around $5000 out of pocket. This makes absolutely no sense at all. Why should we be responsible for their mishap and why would we agree to pay $8558.88 (to be exact) on a system that we know would be a waste of money because it wouldn't provide adequate airflow throughout our ENTIRE home? Who does that?? And IF this were the case, why would a company put their good name on the line by installing a system that would be deemed useless. We went with what the "expert" recommended because they're the expert and our knowledge is limited on HVAC installations & repairs. 

  In response to going beyond Canady's "2-year warranty" on installations to assist with our needs and concerns, we were guaranteed 5 years as you will see on attached document from Canady's. So, in all honesty, this shouldn't have been a lingering issue for so many years and should've been resolved the very first time YEARS ago.

  I am also including attachments from our home warranty company that specifies coverage since "there is no physical evidence that the claims above are valid from this home warranty company".

  Please let me know where I can submit recordings from 5/29/24. 

  Regards,

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

  Business Response

  Date: 10/24/2024

  For our BBB Contact, please send an email to [email protected] so that we can send all documentation and recordings. We are only able to attach a few files in this portal and the amount is large. 

  Thank you and we are rejecting this response.

  The HVAC System was installed in 2018 and we have sent numerous techs to address issues at no charge. And we made recommendations at various visits that the customer chose to not move forward with.

  We can and will provide any evidence needed.

  Business Response

  Date: 10/30/2024

  Documentation, pictures, recordings and related evidence has been provided to the BBB. 
  For our BBB contact, let us know how to proceed.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair 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.

  In May of 2024, we hired Canady’s Heating and Air to install a new AC unit in our home because our existing unit gave out. We were promised service and installation within 36 hours from date of hire. We ended up without AC for almost a full week and were displaced at a hotel for two nights until they installed the rescue motor on a Friday. They said it would be the following Monday that we would get the part installed and have our new unit up and running. This was false. We sat on the rescue motor for two more weeks with no communication from them. Not one call or email. Finally, we contacted THEM only to be told that they ordered the wrong part but would install the new motor finally. The only invoice we ever received was the original one that we got before the installation was even complete. We spoke on the phone to a sales representative about our complaints and concerns and he said he would speak to his boss about a negotiated price. After the unit was finally installed, we were told someone would come out to assess the performance of the unit because we were were unhappy with how warm it was. We also had to buy a $400 supplemental unit to cool part of our house because their bigger and better system wasn’t getting it done. Despite all this, I never once was delusional enough to think that I wouldn’t have to pay for this or that the discount would take into account our hardship with installation, but the first invoice I ever received related to them was TODAY, from a collection company's. All the while I’m waiting on them to send me a bill or to come collect their money, as they promised to do. All I’m asking for is for them to take the bill out of collections and mail me or deliver the same invoice directly. I will have a check to them IN FULL upon receipt. Unfortunately, they’re dodging my phone calls, so I am unable to share my thoughts with them directly. ****** and ****** ****** * **** ****** *** ********* ** *****

  Business Response

  Date: 10/08/2024

  We installed *** ******** HVAC System on 5/9/24. We received a phone call from *** ****** on 5/17/24 in the evening due to complaints about the system not keeping up and cooling the home. We lined up a technician to come out that next day on 5/18/24 but *** ****** told us that he would like to wait on the motor to come in before we come to his home. The motor arrived and it was installed at *** ******** home as soon as we received it at our Warehouse. We sent the System Design Specialist on 6/6/24 who designed and sold the HVAC system to perform a Quality Inspection on our installation with *** ****** home. We passed the Install QC at this appointment stating that the Installation was up to standard.

  We did not hear from *** ****** from 6/7/24 until 10/5/24 when *** ****** called to speak to our Billing department. We attempted to call him on 6/28/24 and 8/30/24 to collect the total of our Installation, but had to leave voicemails (I have phone recordings if you need them). Our System Design Specialist even called two times himself to collect and went to *** ******** home to collect. *** ****** told us both of those times that his wife was going to call to make payment. 

  We made at least four attempts to collect for our HVAC Install, if not more. We sent *** ****** to collections as we had not received payment since May 2024 and it is October 2024.

   

  If you need any additional recordings, documentation, pictures, etc, please let me know! 

   

  Customer Answer

  Date: 10/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because we have no records of any voicemails or visits to our home to collect. No one has returned our calls. The only representative we have had contact with is the sales representative. So, those details of him talking with my husband twice over the summer are indeed correct. No one from billing or reception has called or returned our calls or left any sort of voicemail. If they did, they left them with incorrect number because we have both reviewed our voicemails in our phones. There is nothing from Canady’s. 
  
  This is a $16,000 payment. My bank wouldn’t allow me to make it over the phone even if I wanted to. Mail the customer an invoice and you’ll get your check for $16000. It’s really rather simple. I even discussed with the sales representative that I’d (the wife) be paying in FULL, all at once. We sat on my couch in my living room and discussed the fact that a check would need to be collected or mailed and that I would need to request the funds from my money market account in advance. None of this  can be done via phone. I have to write a physical check because of limitations to spending amounts on my online purchases. This is to protect me from fraudulent activities. 
  

  We are reviewing our ring camera footage to see if they ever came by in our absence, but if they did, they certainly left no evidence or card at the door. 
  

  Clearly all of this is due to a lack of communication or a series of miscommunications with the paying party, in this case—“the wife.” It was made clear at the initial meeting, prior to installation, that I, ****** ****** *************, was the paying party, that my husband was only facilitating the installation schedule as I was tied up in an online class at that time. The sales rep appeared to be  writing this down or I assumed he was. He was writing something.  
  

  No one, and I repeat no one, from Canady’s has returned my calls or attempts to resolve this matter. 
  

  We’re asking to pay them for goodness sake—in full. Today. Someone can come get it or I can mail it. We’re not asking to pay less than what is stated right here on this invoice, which is the ONLY invoice I’ve ever received in regards to this installation, and it’s from American Profit Recovery. 

  Regards,

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

  Customer Answer

  Date: 10/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
   Complaint: ********
  I am rejecting this response because we have no records of any voicemails or visits to our home to collect. No one has returned our calls. The only representative we have had contact with is the sales representative. So, those details of him talking with my husband twice over the summer are indeed correct. No one from billing or reception has called or returned our calls or left any sort of voicemail. If they did, they left them with incorrect number because we have both reviewed our voicemails in our phones. There is nothing from Canady’s. 
  
  This is a $16,000 payment. My bank wouldn’t allow me to make it over the phone even if I wanted to. Mail the customer an invoice and you’ll get your check for $16000. It’s really rather simple. I even discussed with the sales representative that I’d (the wife) be paying in FULL, all at once. We sat on my couch in my living room and discussed the fact that a check would need to be collected or mailed and that I would need to request the funds from my money market account in advance. None of this  can be done via phone. I have to write a physical check because of limitations to spending amounts on my online purchases. This is to protect me from fraudulent activities. 
  
  We are reviewing our ring camera footage to see if they ever came by in our absence, but if they did, they certainly left no evidence or card at the door. 
  
  Clearly all of this is due to a lack of communication or a series of miscommunications with the paying party, in this case—“the wife.” It was made clear at the initial meeting, prior to installation, that I, ****** ****** *************, was the paying party, that my husband was only facilitating the installation schedule as I was tied up in an online class at that time. The sales rep appeared to be  writing this down or I assumed he was. He was writing something.  
  
  No one, and I repeat no one, from Canady’s has returned my calls or attempts to resolve this matter. 
  
  We’re asking to pay them for goodness sake—in full. Today. Someone can come get it or I can mail it. We’re not asking to pay less than what is stated right here on this invoice, which is the ONLY invoice I’ve ever received in regards to this installation, and it’s from American Profit Recovery. 
  Regards,
  ****** *************

  Business Response

  Date: 10/08/2024

  Please find attached images of attempted communication attempts.
  
  We called ***** ******** two times from our office with voicemails left. We sent the invoice via email to [email protected] five times and they were opened every time the invoice was sent.
  
  One final attempt from our office was to send a certified letter on 9/18/24 (please see attached receipt). A certified letter must be signed, and the post office will attempt three times before sending the letter back to the original sender. We did receive the certified letter back as of 9/26/24. 
  
  At that time, we were instructed by the upper management to place this bill in question in collections as it had been over four months since we performed the work and needed to collect.
  
  We did not receive communication back from *** or **** ****** until 10/5/24 and 10/7/24 when they asked to speak with the Accounting department. At this point though, it was too late as we had already placed them in collections on 9/26/24.
  
  We gave plenty of notice and communication to pay the final HVAC Install bill. Unfortunately, it is in the hands of American Profit Recovery, and we cannot cancel the process. We do recommend that payment is received in full to American Profit Recovery, and it should be settled quickly on all ends.

   

  **I have phone call and voicemail recordings that I can share. I tried to attached but they are large MP3 files. If you'd like additional info, phone call recordings, pictures, etc. I can share if needed via email! **

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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.

  Unnecessary repair and damage to property (broken HVAC drain pipe) resulting in my bedroom ceiling having to be replaced.

  Business Response

  Date: 10/03/2024

  Canady's does not have concrete evidence that our technician stepped on any piping or a drain line. We have brought pictures, invoices, service records, phone call recordings etc. to our Insurance company's attention to evaluate and to potentially open a claim if seen fit. After their investigation as well as our Corporate office, we are not taking liability for damages. 

  This customer had a competitor company come out to her home and they were the ones who told her that we (Canady's) caused the said water damage. 

  Customer Answer

  Date: 10/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because Canady's technicians replaced the ductwork in my attic and were the only people to be in my attic prior to or a week after the leak began. I noticed damage 2 days after they left and called Canady's immediately. There is obviously commercial blue waterproofing glue on the pipe where it was snapped then repaired. Just who broke it if they didn't?

  Additionally, they blamed downstairs ductwork for the leak and wanted me to open ceilings in 4 rooms which would have added an additional repair expense of $20,000 to $40,000. There is no ductwork above the drywall ceilings. It is sandwiched between the subflooring and another piece of plywood. The money spent on that removal would have been wasted. To access the ductwork, the subfloor and carpeting would have to be removed. 

  I have been told that the downstairs ductwork does not need to be replaced. I was scammed.

  Regards,

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

  Business Response

  Date: 10/04/2024

  On 8/23/24, We got an initial phone call from **** ******* stating that she was needing a technician as she had water leaking in multiple rooms in her home. She wants someone to fix this issue as she is trying to sell her home and moving to a new area. We got her scheduled for an appointment on 8/26/24 with a Service Technician.
  On 8/26/24, We sent out our Service Technician and he evaluated the ductwork issues. His notes are as follows: Customer is selling the home, and the ductwork is very old and condensating and staining the ceiling. Design specialist requested to replace ductwork.
  On 8/26/24, We sent out our System Design Specialist to quote the ductwork for the upstairs system as requested. **** ******* moved forward with the quoted ductwork installation.
  On 8/30/24, We received a phone call from **** ******* that she was experiencing a water leak. We sent a technician out the same day to look and address this. Our technician found that the ductwork was sweating for the downstairs HVAC system now (not the upstairs system where we had already replaced ductwork). The tech also said in his notes that there was confirmed sweating on the downstairs system ductwork and that there was nothing we could do because we couldn’t access the ductwork without the ceiling being taken down. **** ******* agreed that she wanted the downstairs ductwork quoted.
  On 9/3/24, We sent our System Design Specialist again and he quoted that downstairs ductwork.
  ***We did not hear from **** ******* between 9/4/24 and 9/17/24***
  On 9/18/24, We started to receive phone calls from **** We have a recording that **** ******* stating that she had another HVAC company out twice to look at her ductwork and sweating issues. This company also told her that there was a broken pipe that had been recently glued back together. **** ******* was told that we were the ones to cause these issues per the other HVAC company.
  On 9/18/24, Our Call Center Manager had a conversation with **** ******* as she had requested to discuss. She had already had repairs performed and she wanted Canady’s to take care of the bill.
  On 9/19/24, We requested pictures to be emailed so we could take a look and send to our Corporate office as well as our Insurance company. We contacted our Insurance company as they wanted to do an investigation via documentation, pictures, recordings, etc.
  At the beginning of October- After investigation and meetings, our Corporate Office and Insurance company told us that Canady’s was not going to accept any liability or responsibility for damages as we do not have concrete evidence that we caused it.
  On 10/3/24, **** ******* calls our office very upset that we are not accepting liability. She told us that she would go to the various online sites and a lawyer. Management emailed her that morning as they were in a meeting when she initially called. It was relayed to her that Canady’s wasn’t going to accept any liability for damages.
  
  We have additional documentation, phone call recordings, pictures, etc. to share if needed.
  Please let us know!
  

  Customer Answer

  Date: 10/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because on 9/3, ***** ******* with Canady's told me that I would need to have sections of my ceiling in the living room, master bedroom, master bathroom and closet removed to give them access to ductwork and that they do not do drywall. Calls were made to various companies and 3 quotes were received. On 9/13, 2 additional contractors viewed the damage to my ceiling and said it did not look like an issue with the ducts. A pressurized water test was completed on the drain line and indicated a leak in the drain line. 

  Again, how does Canady's explain a sudden and catastrophic leak that began 2 days after their technicians and ONLY their technicians had done work on that HVAC system? They are unable to offer any plausible explanation. 

  From 9/3 to 9/13, I was doing what ***** ******* requested: finding a drywall contractor to remove and later replace my ceiling to give his technicians access to the ductwork.

  When my contractor discovered the broken pipe, I called Canady's the next day. They have stonewalled me. They refuse to take responsibility for the damage caused by their employees. I have provided them with progression photos, photos of the broken pipe and even a video of the location where the repair was.

  Regards,

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

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair 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 paid $572 to Canady's for a plumbing clog. Three associates tended to the issue with no resolution but additional charges. We took this into our own hands and cleaned out the area of backup which was a small hole to see that the drain was horizontal and not downward in this hole. Canady's associates did not make an attempt to clear or even find the hole. This problem was resolved by another local plumber with a drain snake for $170 I have reached out over the last month and spoke with a manager **** after likely 5 attempts to reach him. We were told we would receive a partial refund which I still said was unsatisfactory, yet said please refund for part of the service as promised. I also asked to speak with his manager, ***, and was told I would receive a call. We have not received the refund or a follow up call. All in all, my patience has worn thin with their customer service and need assistance in follow up as nothing was done and we were charged more than $500. I choose Canadys because "Our goal is to provide our customers with the best customer service experience they have ever received from any company in any industry!" That has not been the case and stating such gave me confidence in their service and commitment to quality, but have not received that as assumed.

  Business Response

  Date: 04/03/2023

  Talked to *** ********* letting him know we received his complaint and that we had refunded his money. He hung up on our Office Manager during this call after answering. We will not service this customer in the future.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair 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.

  On February 25, 2023, **** *****, technician from Canady’s Heating Air Plumbing, came to my home to address an HVAC system problem. He went into my attic among other places and checked the ducts. At completion **** gave me a summary of issues, showed me pictures of damages, then proceeded to try to convince me to replace the entire system, I paid $89 for the diagnostic. When **** left, I went into the attic to see the damage, firsthand. There I found a straight razor lying on part of the duct, next to a clean cut. Because, I am the only person that lives here & no one else was in my attic, there is more reason than not, to believe that the technician engaged in unethical behavior and cut the duct. This was done, in opinion, to increase his commission. He apparently forgot to take the razor with him. I took a picture soon after **** left as evidence. I want the $89 that I paid returned.

  Business Response

  Date: 02/28/2023

  Our technician, **** *****, went to **** *****'s house on 2/25/23. He performed a diagnostic and saw that the system/duct work had multiple problems. If you see the attached images, there is visible dust on the ductwork and insulation. Even in the image provided by **** *****, you can see the visible dust on the ductwork and insulation. Our Service Manager reviewed the calls, pictures, technician notes, etc. There is no way that our tech cut the ductwork. 

  We will refund the $89 to **** ***** and will not visit her home again for any future HVAC or Plumbing needs.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair 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 hired Canadys to replace a wall thermostat to operate central heating &air. **** ****** was dispatched. A $49. Fee for trip. He gave me the company’s outrageous price, almost $400 for a $50 thermostat. I declined but **** said I could buy my own, he’d install it for $99.00. I did that, he returned two days later on the 4th of August to install. He was unable to get the heat to work once installed but air was working. He complained that the wires were not color coded, that it was old school. He called someone asking about the system and it’s configuration. While he sat looking at wires in the handler, he informed me he would have to charge another $99.00 for a diagnostic. I was completely aware at this point, he did not know what he was doing. I said, no, stop there. I paid him in cash, total, $150.00. I hired another hvac professional as soon as I could , Sept. 22nd, and he saw wires were crossed and he worked and got entire system working. I have heat, there was nothing wrong with my system. . If **** ****** had been experienced enough he would’ve known how to install the thermostat. It’s not right to be charged an additional fee for a diagnostic anyways. I paid this Company for a service they didn’t full fill. I’ve called Canadys Co. twice, a week apart, I’m told “ Mike” will call me back , haven’t heard from anyone. I want a refund of the $99.00 I paid for a failed service. Not asking for the trip fee of $49.00. This Business should be far more upstanding and trustworthy than they’ve exhibited.

  Business Response

  Date: 10/04/2022

  **** ******* our Call Center Manager, called our customer. We are refunding the money for our visit/repair. Our technician needs more training and we are getting with his supervisor.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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 an account unit and installed from Canada's. The warrantee came with the usual stipulations- it needed to be serviced by them only and maintained by them annually or the warrantee would be void. I attempted on 2 occasions to get it maintained the first year and no one ever showed up for the service scheduled. I said something to them and they lied saying first that they came and I didn't answer the door, when I explained that wasn't true and I have cameras to prove it they said they tried to call to reschedule and I hadn't answered, which was also untrue. When my unit broke they refused to honor the warrantee. We had to use a different company and pay full price. I reached out to a supervisors line and left a message asking to be reached out to and no one ever contacted me. I would like at least partial compensation for the repairs since it most likely could have all been avoided had they maintained the unit when I tried to schedule a maintenence- and because the voided warrantee doesn't seem justified.

  Business Response

  Date: 07/21/2022

  In March of 2021 we were scheduled to perform maintenance on *** ******* unit. We tried that day to reschedule due to emergencies. We were unable to reach **** ******** to reschedule that appt. We then tried to reach out in September to get her maintenance done for the year. She asked us to call her back in November. We reached out again in December to schedule the maintenance. **** ******** asked us for a February 2022 appointment. We did not schedule that appointment. When they reached out to us on June 21 regarding issues they were having with the system, they told us that they had another company come out and diagnose the system with a leaking coil. They were told that our next available appt was on Monday June 27. *** ****** was upset that he had to wait that long and was going to be charge the $89 dispatch fee if the system was under with us. He was misinformed regarding his warranty status and how that could change by having another company do work on the system. I spoke with him at length that same day and informed him that the warranty was with ***** not with Canadys. Any company out there could do work for him under that warranty. I also told him that we had a discounted rate for the repair because we installed the unit, but he could choose any company to do the work. He understood what I said regarding the warranty for the unit. He said he was going to talk with his wife and get back to me. He never called back in and had another company do the repair to which they are saying they paid full price for the repair. I am not sure what they paid but the part is under warranty regardless of who did the repair. The parts in these machines are made by man and are therefore imperfect. We did not get to their maintenance, but that would not have prevented the coil from developing a leak. The short of it all is that the warranty is still valid and I informed *** ****** of that.