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BBB Accredited Business since 30/09/2009

Canada Furnace Heating & Air Conditioning Ltd

Phone: (604) 460-9969Fax: (604) 465-9964

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
11/13/2014Problems with Product / Service | Read Complaint Details
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Complaint
Canada Furnace installed a tankless furnace in my home, on sep 30, they told that they have checked all exsiting pipes and parts before we paid them$7500, and also told us they guarantee for 5 years parts and larbor. Oct 20 when we started to use the new heater system, two rooms control ers got mixed. got mixed. I called them, they fixed results is one control er control another room, and another controler totally not working. Called again, they told us it is because the old parts need to replace and cost addition $750. Also told us, they just warranty furnace, not heating system, not getting heated is not their business. It is far away from their sales man told us.He was repeating that 10 years we would be worry free in a warm house in winter time

Desired Settlement
Keep their warranty promise

Business Response
We are writing this response to a complaint made to the BBB by a customer of ours on Oct 29th.

We take any dissatisfied customer complaint seriously and work hard to resolve any issues quickly. ************************************************************************************************************************************************** Below, we have laid out a timeline of the events including the resolution which occurred the same day as the complaint.

Timeline:

On September 28, 2014, we installed a combination boiler/ water heater for our customers.

On October 24th we were called back to address problems they were experiencing in their zone system (components part of their old piping system separate from the boiler we installed). We performed a free service call and attempted to resolve the issue, made some adjustments and invited them to call us if there were any more issues.

On Oct 27th we were called again and performed a free callback at the property to look at continuing issues with their old piping and controls. It was on this visit we diagnosed malfunctioning zone valves. We showed the customer the issue - it looked like a repair person in years past from another company had installed incorrect new parts on the old system. We advised the customers to eliminate the old controls and upgrade everything to the new technology. In a situation like this we try to be as fair as possible and offered to replace all old components at a 35% discount for a total of about $750. We also mentioned that if the repair could be performed for less it would be. We scheduled with the customer to return to the property on Oct 29th and complete the repairs.

Oct 29th, before our scheduled visit to resolve the issue, we received the BBB complaint

On Oct 29th we came in to perform the repairs. Once we fully disassembled the old zone system we discovered we could reuse parts of the system and completed the repairs for less than half what was discussed on Oct 27th for a total of $300. The customers seemed satisfied with this solution - they asked us to hold off paying for one week so they could fully test the system - we agreed to the billing plan.

For clarity - a customers boiler system is set up in two parts, the first part is the actual boiler situated in the customers boiler room, the second part of the system is all of the customers pipes and zone valves ( these are controls that open and close to allow heat to certain rooms) The pipes and zone valves are part of the customers existing system and when installing a new boiler they are not touched by us - the customers pipes and zone valves were installed by a different company many years ago.
The boiler and any work that we completed on September 30th is completely covered by a 10 year heat exchanger warranty, 5 year parts and 5 year labour which allows the customer to receive a free repair from within the warranty period for anything installed by us. Canada Furnace cannot take responsibility for repairing parts for free if we did not install them.

We left the customer with the repair completed and the was customer satisfied to our knowledge. We have also, as with all of our customers, expressed that if they have any questions or would like to have us back out there to not hesitate to contact us and we will send someone straight out.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Canada Furnace provided us quick response to fix heating problems. From my experience Canada Furnace is a reliable company to change or repair funances.

05/03/2013Billing / Collection Issues

Industry Comparison| Chart

Heating Contractors, Furnace Sales & Service, Furnaces - Heating, Heating Equipment & Systems, Air Conditioning Equipment & Supplies, Furnaces - Cleaning & Repair, Heating & Air Conditioning, Boilers-Service & Repair, Air Conditioning Contractors

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.