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:19/01/2023

  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.

  ** *** ** ****** ****** ******** ** ** * ***********, * ** ********* ********* * ******** ** ********* ** ********* ****** ** *** *** **** *** ** ******** ****** ** *** *** ***** I am sending you this email to complain against Kirkfield Heating and Air Conditioning for the following reasons: 1) defective heat pump (run only for 2 days) - contractor keeps on coming back for repair twice or trice a week for a month but never provide any details or written record of items and services they use to correct the defects. 2) installed back up heater was poorly designed and not having a capacity to sufficiently heat the whole house. 3) humidifier not supplied and not installed - Kirkfield claiming that it is not included in the quotation/scope of work. 4) Demolition work for existing gas furnace was not completed as existing pipe (a pipe that support air to existing gas furnace) left open and still drawing air from outside. 5) Tricky specification. In December 5, 2022 Kirkfield started the demolition of my existing gas furnace and installed the new set of all electric heating system (Heat pump with back up heater) The following day December 6, 2022 I was asked to sign two different papers in my house and to pay the amount of CAD $****** as the operation manager is reminding me that the agreement is Cash On Delivery and the work will be done between 2:00pm to 3:00pm. (****** *** ********** ****** *). In the evening, I have noticed that I was given a copy of the receipt with my signature and I was wondering what could be the content of the other paper that I have signed where the copy was not given to me. I really don't mind during that time until I have realized only now that I should have asked for a copy of the other piece of paper that I have signed. After a day or two I have noticed that the heat pump is running non stop and has never ever reached the set temperature. I called for a service immediately as I am worrying about the sound of the motor being louder as compared to previous day. They where able to reply the following day and I was given only half an hour notice. I was able to arrive home in the said given time but the service arrived 4 hours late. This chaotic scheduling is happening twice or trice a week from December 8 to January 4 which gives me a lot of frustrations because I have no idea when will the unit be fixed. I remember one time that I asked the operation manager to give me some details of what's going on but instead of answering my question he yelled back and said that I am not suppose to be calling him on his private phone and he should be off from work because he is sick. ***** ******* ** *** ** ***** ********* * ** ********** *** ****** * ***** **** ** ******* ** ** ** ****** ****** * *** **** ** ***** *** ****** * *** *** *** ** *** ********** ******* *** *** ***** **** * ******* ** **** *** **** ** ** ****** Frustration over frustrations happens several times **** ***** ** ****** *** *** ****** *** **** ****** ********. * ** ***** ****** ** ****** **** ** * *** **** *********** ****** **** **** *** ** ********* ** *** Since the heat pump is not running, the electric back up heater is the one we use for a month to heat our house. I have noticed that the back up heater is not giving enough heat on the left side of the house as compared to the right side of the house. I call Lennox Consumer Affair (*** **** ************) and inquired about my intension of returning the whole package because aside from the heat pump not being fixed for a month, the back up heater sizing is poorly designed and doesn't meet the required capacity that will fit our house. The reply is really far from my question as they repeatedly saying there is a 10 year free parts and service and that the design for sizing, installation and repair is the responsibility of their licensed contractors. I requested them to put everything in writing (****** *** ********** ****** *) to make sure that I hear it right. The consumer case number given to me was ********. The ******** reply simply tells about the 10 year warranty and never mentioned about the process of return. Model numbers stated in the reply including the serial numbers are all correct but the consumer case number was changed to *******  I have also mentioned to Kirkfield about the humidifier not being installed and they claimed that it is not included in the package. I am pretty sure it is included because I let them demolish my existing humidifier to give way to the compatible humidifier that they are offering. It is visible that this is included because they put an opening in the ducting system which is clearly intended for the installation of the humidifier. (****** *** ********** ****** *) The demolition work for existing gas furnace was not completed as the pipe that support air to our existing gas furnace was not removed. I ask for its demolition because it is drawing cold air from outside. They claimed that it is not included in the scope of their work. At the moment bundles of rugs were inserted to the pipe (inserted from the outside wall penetration) to block the cold air. (****** *** ********** ****** * *** *) The specification is really tricky. I ordered for an 18 SEER heat pump which I told the contractor that it is the minimum requirement for Canada Greener Home Loan and Grant. In the quotation it was indicated as up to 18 SEER (****** *** ********** ****** *). Later on I was given a task by the Canada Greener Home Grant to take a photo of the SEER label in the installed unit. ******* *** ********** ****** *). It was then confirmed by the underwriter of Canada Greener Homes Loan Program (****** *** ********** ****** *) that the product is not qualified for a loan as the SEER indicated in the installed unit is 15 to 18 SEER and not 18 SEER. As of now I am financially unstable because the heating cost alone gives us more than four times as compared to our normal utility bills. ****** ***** ** ********** ******* ** *** ** **** **** **** the reading at exactly one month after installation of new unit which is ***** less previous month reading of **** that will give us a consumption of **** kW. The heat pump (cost less energy) is not working and the back up heater that we are using for a month is not labelled as energy star unit aside from it is poorly designed, it doesn't have enough capacity to heat our house. The intension of my appeal is to seek help from your good office to guide me with the smooth processing of the return and refund of the whole package ** * ****** **** **** * ** **** ******* ** *********** ***** **** ******** ******** ** ** ****** *** **** ************* **** ** ***** ** *** *** ******** ******* * ****** ******* **** **** **** ****** *** **** ** **** **** **** ***** ********** * **** ****** ********** ** *** *** *** ** **** ** *** **** ******** ** * ** ** **** **** ** ** ********* ********* Thank you very much. ********* ******** *** ******** **** ********* ** *** *** ****** **** *** ******** ******* ******* *********** ****** **** *** ***** ****** *********** ******* * *** *** 

  

  Business Response

  Date: 01/02/2023

  To BBB Complaint ID: ********
  
  I believe there has been some misunderstanding as to the products and services you have requested for installation in your home to which for the most part have been done except for some challenges faced with the final operation set up and warranty repair work that is needed. At present the home owner has cut off communication with our office and elected to mediate discussions through the Better Business Bureau. Though I am open to discussing how to resolve your issues and concerns I would first need to reinitiate a dialog with the customer and she would need to allow us access to the home so that the operation of the heat pump can be resolved. Part of the complaint is the higher utility cost due to the fact the heat pump is not fully functional and the customer is running off the electric supplemental heat only which costs more. The heat pump functioning would require the customer to allow us access to the home so as to rectify the problem. The job as it was quoted and accepted by the customer is a viable installation and a significant upgrade from her previous system. The system that was installed is as was contractually described and accepted by the customer.  The Greener Homes Initiative program is a new program recently launched that provides potential rebates for homes converting to renewable energy heat pumps provided the equipment qualifies. Qualifying equipment must meet the requirements set forth through the program guidelines and be approved prior to installation by the applicant. The customer at *** ******** acted as their own applicant for the program and we assumed they followed the application protocols by submitting our quoted equipment for approval and that it was approved. Had it come back as an unapproved appliance at that point we could have re visited an alternative quote on a product that met all the requirements. There was a lot of time between the quote date of October 18, 2022 and installed date of December 5, 2022 for the customer to have completed the process she initiated. The information we had was that she had applied for the program and loan and was pre approved. The customer has further communicated to us that she believes the equipment we installed is not a “cold climate heat pump system” or Energy stat rated. Where in reality it is in fact a cold climate heat pump system which is 9.7 HSPF but not the minimum 10 HSPF rating that qualifies for the program. To meet the standard of Energy stat rated a unit needs to be minimum 8 HSPF and or minimum 12 SEER factor. The equipment we installed is Energy star rated at 9.7 HSPF and as high as 18 SEER factor. Also the model of the unit that does meet the HSPF rating if chosen is the Lennox model ******** outdoor unit with the same indoor unit as was installed but is $******** more in price. This unit has a 10 HSPF rating and as high as a 20 SEER factor. So you can see that the efficiency difference is minimal but the price difference is significant. The customer did state to us to try and keep costs down as she was trying to also have other work done with her budget. The model we suggested for her is a qualifying model but just not in that size configuration and is only a fraction off the efficiency rate that does qualify. Again had the applicant followed protocol on the application procedure this would have been discovered. Again this is a new program that we are learning all the procedures involved and this is our first customer under the program. The customer makes reference to an existing fresh air intake and that we should have known to block it or repaired its function within the quote when we were unaware of its existence until later and did not include it in the quote. We never charged extra when we simply blocked it temporarily from bringing excess outside air either. The customer makes reference to a humidifier that she now states we should have installed a new one. The customer had an old humidifier that was not functional and after discussing with the customer if she wanted a new one or not she elected to just remove the old one as it states in the original quote. The rectangular hole she provided a picture for was a 3x10 opening we made for a return air grill that is yet to be installed and is not the location of her supposed new humidifier. As a company we are responsible to provide and maintain the parameters of the written agreement regarding the work we provide at the price we provide it for. Nowhere in that agreement is there a minimum or maximum time allotment for having this work completed. Nowhere in the agreement is there a guarantee to meet the Greener Homes initiative grant programs parameters. Nowhere in this agreement is there a money back guarantee refund for a customer who deems it to be so. The customer is also wanting us to compensate her for utility costs that are higher had the equipment become functional sooner and this is also not realistic or within the agreement that was signed. Some of the delays to service are due to the suppliers unable to provide parts sooner, equipment not being available for months when ordered and scheduling challenges between the client and the company. The worlds landscape issues due to Covid 19, war and political fallouts with countries that provide needed products has been a frustrating challenge to both the customers and the companies that are trying to provide services. This leads to delays and raises frustration levels on both sides. Though I do not believe we are contractually obligated to return or refund any portion of the job I would still like to work with the customer to resolve her issues. There is only so many days of fair weather to be able to work on a heat pump in the winter and would like to be able to attend her home as soon as possible to do so.   The job in its entirety is yet to be completed and we have made several attempts to schedule ourselves in to do so. The customer has stated that we have not tried or communicated with her as to scheduling when in fact we have phone records and email records that depict several attempts to do just that. The last communication from the customer was in reply to another attempt by us to open a dialog as to possible resolutions *** *** ******* **** * ****** **** ** *** ****** ******* * ****** **** *** *** ********* **** *** ***** ** ******* * ******* ***** *** **** **** ** ** ******* ******* ********* *** ******* ***** *** ***** ******* **** **** ********* *** *** ****** ******* ** ******* **** ** *** ********** ************. It is our hope that the client will re think her position and contacts our office for discussions and by email to maintain a record of communication.

  
  Respectfully
  Operations Manager

  Customer Answer

  Date: 02/02/2023

   
  Complaint: ********
  
  One month of repair is too much already. I have the right to stop the work and proceed with return and refund. *** ****** **** **** *** ******* *** *** ****** ******* ******** ******** ****** ** ** **** ******* **** ******* ** **** * ****** ******** **** **** ********  It is really hard for me to go on with the repair ******* ** ** *** ******* *******. After several yelling incident from the repair man, I often choose not to ask question **** ********** *** ****** ** *** **** ****** * **** **** ********* ***** **** ******* ***** **** ***

  There is no clear answer regarding my request for the details of the repair done in the whole month. *** ********** ***** ** **** **** *** ********** ** ** ***** ** ***** **** (*** *** ****), I don't spend money just to suffer from coldness (for two months already) I am just wasting my time if I will still let them come, there is no assurance if the unit will last. 

  I have contacted my telecommunication company regarding my opponent's claim of me not answering the phone. The record shown in my phone states that opponent's last call is January 6, 2023. Telecommunication company can certify that the record is correct. I replied to the last call by email to ask for a break. ** ** **** ***** **** *** ******** ** ***** **** ******** ******* ** *** ******** ***** ** ****** **** **** *** **** ******* *** **** **** **** ***** It will be easier if they will just allow me to refund what ever was in the receipt less the amount done by others (Electrician). In my e-mail I did not ask him to pay for my utility, it is clear that I am informing him the cause of delayed repair.

  I am pretty sure the unit is broken and can not be repaired, ******** ** **** ****** ******** ****** ** ***** *** ** *** ***** **** ** ****** ******* *** **** *** ******. *********** **** ** *** *********** I was not informed of any of those defects that came out. I only asked for discount I never told them to to skip those necessary thing which I only noticed when the cold air is blowing inside. * ** *** **** ** ** ****. Time is running, I really need my money back. If this will not be settled right away we can proceed to court ** ** **** ******* ******** *** **** ********* *** *** ********* *******

  Sincerely,
  
  Josephine ********

  

  Business Response

  Date: 06/02/2023

  ** * ********* ******* ** **** ** ** ** *********** *** ******** ***** ** ********* ** ******* *** ****** *** ****** ** ********** *** ***** ** ** *** **** ** ** ***** **** ***** ** * ***** ** *********** *** ****** ** ** ** ******** ** * ***** ** *********** Our company is engaging in communication with the Greener Homes initiative program to see if we can help to persuade them to accept the existing equipment efficiencies due to the fact that it is so close to the actual required factors. However without the cooperation with the client we are at a standstill as to being able to resolve any of her issues and do the final few things that are left to do. We are committed to this potential resolution and will diligently work towards a solution in the best interest of the client and hope to have a positive solution for her consideration once we hear back from Greener Homes. In the mean time we would like to encourage the customer to call our office to schedule a time to go to her home so we can resolve the warranty issues with the heat pump.
  
  Respectfully
  Operations Manager