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:14/07/2025

  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.

  In June 2025, I hired Knight Plumbing in ******* to replace my furnace with a high-end Lennox SLP99V. Before committing, I told the salesperson, ***** *., that I had non-communicating equipment: a Trane 2-stage A/C, a Clean Comfort ***, and a Clean Comfort HE12 humidifier. I provided all model numbers and explained that even my prior Trane system required a relay to integrate these with a communicating thermostat.***** repeatedly assured me that the S40 would fully support my system without the need for any relay or Lennox Equipment Interface Module (EIM). Based on that assurance, I proceeded.Installation occurred on June 24. No EIM or relay was used. As a result, key functionality was lost: The *** cannot be scheduled or controlled from the thermostat The humidifier is not visible to the system and lacks thermostat control My A/C staging is unmanaged and unmonitored Runtime and diagnostics are unavailable The *** was improperly wired to W2 and R, risking equipment damage These problems could have been avoided had Knight followed ******** documentation, which recommends using the S30 or S40 thermostat with EIM and a relay for proper integration with non-communicating 24V components.When I raised these concerns, the installation manager dismissed them and used condescending language. Since June 27, Ive been in contact with Operations Manager ***** *. While he acknowledged the issue and escalated it to ******, I have not received any resolution plan. As of July 13, Im still waiting.I now have a downgraded system that does not reflect what was promised, and it risks long-term performance, efficiency, and indoor air quality.I am requesting that Knight Plumbing resolve this issue within 14 calendar days by either:Completing the installation properly at no additional cost OR Refunding a minimum of CAD $3,000 from the original payment of over $10,000 so I can engage a qualified HVAC professional to complete the installation

  

  Business Response

  Date: 21/07/2025

     Hi *******, 
  Thank you for allowing us the opportunity to resolve this.  We are happy that you were able to speak with our manager to confirm that we are going out to do the work required as soon as the part and tech are available. We will call you once we have received the part to book you in. Our manager confirmed that you are pleased with the discussion that you had and arrangements made. 
  
  If you have any other questions, please don't hesitate to let us know!
  Have a great day,
  
  Your team at Knights.

  Customer Answer

  Date: 21/07/2025

   
  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

  Date:24/06/2025

  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.

  Knight Plumbing and Heating provided an unprofessional and inadequate service when installing a high-efficiency furnace in our home in the fall. From the outset, the experience was disappointing.We were upsold an upgraded blower by the salesperson, who claimed it would improve airflow to the upper floorsspecifically to address concerns about heat reaching our children's rooms. I later learned that no such upgrade existed; the part installed was simply the standard OEM blower.The installation itself was poorly executed. There was damage to the duct sheet metal, improper pipe strapping, plastic residue left throughout the basement, a former exhaust pipe left uncapped, and a safety shut-off valve rendered unusable due to a jammed cable.After raising my concerns with the company and requesting the unit be removed, Knight sent a second ********** approximately five days later. This ********** confirmed the poor quality of the initial install and acknowledged the issues. The company offered a $1,000 compensation.However, during a recent air conditioning install (conducted by a different company), we discovered additional serious issues. The old AC system was never properly reconnected, and there were major gaps in the ductwork behind the furnacecontributing to reduced efficiency. These issues had gone unaddressed by both Knight installation crews and are now requiring further out-of-pocket repairs.I am seeking additional compensation for the cost to fix these issues, as well as for the distress and inconvenience caused by Knight Plumbing and Heatings negligence. All claims are supported by documented texts, photos, and emails.

  Customer Answer

  Date: 24/06/2025

  The refund issued following the original furnace installation was intended to address the poor workmanship and the additional effort required at that time. I accepted that refund under the condition that the furnace would operate properly and as intended, with the understanding that no further issues would arise.

  
  However, during the recent installation of an air conditioning unit, I incurred additional costs that are directly related to the deficiencies in the original furnace installation. These newly discovered issuessuch as incomplete sheet metal work in the ductingwere not visible at the time of the original refund and therefore were not reflected in the initial settlement. It has since been determined that the poor installation not only significantly reduced the furnaces efficiency but also directly impacted the proper installation of the air conditioning unit.

  
  I am seeking additional compensation of $2,500 to address these unforeseen issues, which stem from the same substandard workmanship but were not considered during the original resolution. My goal is simply to be made whole for the additional time, expense, and disruption caused by these ongoing installation deficiencies.

  
  

  

  Business Response

  Date: 08/07/2025

  Hi ***,
  Thank you for taking the time to share your concerns. Our manager has reviewed your file thoroughly, and would like to provide some clarification as follows.
  Regarding the blower motor, he was unable to find any documentation or communication from our Home Comfort Advisor indicating that an upgraded blower motor was promised. Its possible there was a miscommunication during the sales process. Your furnace is equipped with a variable speed blower motor, which is considered a step up from models with ECM multi-speed motors. While this may have been discussed as an improvement in furnace models, it may not have been clearly presented as a specific upgrade. If there was a misunderstanding, we certainly apologize.
  In terms of deficiencies noted after the installation, we did send a technician to correct all visible issues. If there were any additional concerns, we would be happy to return and address them as well. We stand behind our installations, and all systems installed above the base model come with a 10-year parts, 10-year labor, and 10-year heat exchanger warranty.
  We issued a $1,000 credit to your account for the inconvenience.
  Were always open to working with our clients to resolve concerns and ensure satisfaction. Please dont hesitate to reach out to us directly if theres anything further, we can do.

  Your Team at Knights

  Customer Answer

  Date: 15/07/2025

   
  Complaint: 23512447
  

  Thank you for your response. I appreciate the effort to provide clarification; however, I would like to correct the record, as there was no misunderstanding on my part.

  The technician clearly upsold us on a blower motor upgrade that, as it turns out, does not exist. This was not presented as a general improvement across models but rather as a distinct upgrade being included in our installation something we now know was inaccurate. Its disappointing to see this being positioned as a possible miscommunication rather than acknowledging it for what it was: a misleading sales tactic.
  Additionally, the technician sent to address the installation deficiencies did not arrive until a full week after they were reported, and only after I formally requested that the unit be removed from my property due to the poor quality of the install. To imply that the situation was promptly or adequately handled is disingenuous and does not reflect the actual sequence of events.

  While the $1,000 credit is acknowledged, the broader concern remains namely, that we were misled into purchasing something that was never actually delivered, and the follow-up service failed to meet basic expectations until escalated.
  Please update your internal records to reflect these facts accurately.

  I am rejecting this response.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 17/07/2025

  Hi ***, 

  Could you please provide further documentation in regards to the blower motor in support of the allegations of it being an upsell product? If you have any further written records, emails, or other material specifically supporting that claim, we would be happy to review them. Without supporting documentation, we are unable to take further action on that matter.
  We remain committed to resolving concerns fairly and respectfully, based on the information available.

  Your Team at Knights

• Initial Complaint

  Date:18/06/2025

  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 filing a complaint against Knight Plumbing and Heating for their ongoing failure to properly diagnose and repair my air conditioning system, despite four separate service visits. Each time I have called them, I’ve been charged for basic fixes — such as replacing parts like the contactor and capacitor — yet the AC unit still does not function properly. Their technicians do not appear to conduct thorough diagnostics. Instead of checking all probable causes during the first visit, they only address one issue at a time and leave, requiring me to call again once the system fails again. This has happened four times, and I have been billed on multiple occasions, with no permanent solution delivered. I feel I’ve been charged for incomplete and ineffective service. Not only has this cost me unnecessary money, but it’s also left me without a working AC for an extended period during hot weather. I am requesting: • A review of my case • A refund or credit for the repeated service charges that resulted in no repair • That Knight Plumbing and Heating be held accountable for providing inadequate service Thank you for your time and support in resolving this matter
  
  

  

  Business Response

  Date: 23/06/2025

  Hi ****,

  We appreciate you taking the time to share your feedback, and we sincerely apologize for any inconvenience you've experienced.
  Our manager has made several attempts to reach you by phone, but was unable to make contact. We then contacted you via email, at which point you asked that we communicate with your father instead. Unfortunately, we have not received a response to that outreach either.
  

  Based on our technician’s assessment, we recommend replacing your current AC unit due to its age and performance. Should you choose to proceed with a new system, we’re prepared to offer a partial refund to support this transition. Please remember, we also waived your most recent call-out fee as a gesture of goodwill.
  We understand how frustrating this situation can be and are here to assist. If you’d like a no-obligation quote from one of our Home Comfort Advisors, please let us know.
  

  Thank you for your understanding.
  
  Your Team at Knights 

• Initial Complaint

  Date:02/01/2025

  Type:Customer Service 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 are saddened to be left without a option for days/ * week+ after an emergency appointment was cancelled on Christmas Day. Unfortunately the reviews on this page are not reflective of our experience.We are an extended family, and care for ** year old mother. There are significant care needs when caring for the elderly. Our family called Christmas eve at the recommendation of another company. We had an appointment through customer service set up for * days later. Once we explained our situation, they were kind enough to book us in for next day.We were expecting a call on Christmas Day to tell us when the plumber would be arriving. Instead the individual cancelled my appointment, stating it would be almost another week and that we had been bumped. We asked for our original appointment and to please be reasonable. We were looking for more information to understand why our needs to care for our elderly family member were considered less important then others. Our customer service *** then hung up on us.We then called around on Christmas Day looking for a company who has compassion. Had we known being bumped was a risk we would not have booked in for today or gone with another company were we felt confident in our booking.For anybody reading this please look elsewhere for a company that understands a week+ is long time with no water for an extended elderly family.

  

  Business Response

  Date: 14/01/2025

  Hi ******, 

  
  Thank you for allowing us the opportunity to resolve this matter. We are glad to hear that when our manager called you to discuss the mix-up in the appointments that everything went well and you were satisfied with the outcome.
  
  If you have any other questions, please don't hesitate to let us know!
  Have a great day,
  
  Your team at Knights

• Initial Complaint

  Date:18/11/2024

  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.

  Knight Plumbing installed a new furnace, air filter, humidifier and thermostat. The installation required two appointments (Aug. ** & Aug. **) due to oversight on ensuring all required parts where brought to site for the initial appointment. We were not advised in advance that the second appointment would be required, so had to rearrange our schedules to accommodate the extra appointment. On September **, 2024, the City inspector noted that the installation did not "ensure the proper service clearance in front of the gas appliance as per as code ****". We reviewed the installation manual following the inspection, and the required clearance specification is clearly stated so should have been obvious to the technicians. Since the date of the inspection we have contacted Knight on four separate occasions (Sept. **, **, 20, and Nov. **) advising the representative we spoke with (same individual on each occasion - *****) of the infraction and requested that it be rectified. On each occasion we were advised someone would get back to us. We have never been contacted, not one call returned, not one email received, not even a single communication acknowledging receipt of our calls or acknowledging their oversight in meeting compliance for the infraction noted. After allowing Knight more than reasonable opportunity to address/escalate the matter we are left with filing this complaint. The lack of communication and responsibility taken by Knight is extremely disappointing and frustrating, a poor demonstration of professionalism.

  

  Business Response

  Date: 29/11/2024

  We have been in contact with the customer and are working on a solution. This should be resolved soon. 

  

  Business Response

  Date: 29/11/2024

  We are scheduled to complete the deficiencies in January. The customer is more than happy with this timeline.  

  Customer Answer

  Date: 02/12/2024

  Hello. Yes, we did agree to having Knight come to reinstall the furnace according to code in January. We have no intention of closing this complaint until the work has occurred and acknowledged accordingly by the City of Calgary permitting department as meeting all code requirements. Thank you.

• Initial Complaint

  Date:04/10/2023

  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 Aug ** Knight plumbing replaced our water tank. Upon removing the old tank their employee dropped it and damaged our door threshold cap. We have contacted them numerous times. The first time they said it was only a $**. part and we could get it at *********** after spending hours at hardware stores we found that they only place to purchase the part was on amazon for a cost of $** plus ** delivery. We have tried several times by phone and email to contact Knight plumbing but we are only being ignored. We would like to have them come and replace the broken door threshold and we are seniors and unable to do this ourselves. This damaged was clearly caused by their careless employee.

  

  Business Response

  Date: 24/10/2023

  We are currently in communications *** to fix the problem. The replacement part was ordered and received this week. We will be going out shortly to replace the broken part. I will update you when the part is installed and what the out come is. 

• Initial Complaint

  Date:19/10/2022

  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.

  Knight plumbing service was scheduled twice and no one ever Shows up. When I asked them why, they simply come up with an excuse saying the appointment was not scheduled in the system. Name of the Representative- ******************* (Production Coordinator)1st occurrence - October 11, 2022 2nd Occurrence - October 19, 2022 I work 2 jobs and on both these days, I took time off from work losing ****** **** **** *** *******. Yet no one has reached out and actually worked on the issue.

  

  Business Response

  Date: 27/10/2022

  Hello,

  I would like to apologize again for the inconvenience that this has caused. I'm happy that we were able to come out on Thursday October 20 in the evening to avoid you missing any more time at work to have to rectify the problem. Looking through the tech notes it seemed that the smell was coming from a sink drain on the main floor bathroom. The tech proceed to remove the trap to clean out the debris that had accumulated over the past year causing the odor. I hope this fixed the problem and provided you a solution for the next time this occurs. If you any further concerns or question please don't hesitate to reach out to me at ************.

  Thanks,

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

  Customer Answer

  Date: 28/10/2022

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