ComplaintsforRomaniuk Heating & Air Conditioning Ltd

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this company install a heat pump and the technician told my wife he left a bare wire taped inside the panel and we are worried it will start a house fire

  

  Business response

  09/02/2024

  Dear ****,

  
  Your safety and peace of mind regarding your heat pump installation is our top priority.
  We had an Electrician confirm there was no hazardous wiring. The tape you mentioned is electrical tape that was simply used as a non-conductive marker and posed no danger as there aren't any energized exposed wires.
  We understand your concerns and are keen to resolve this matter to your satisfaction. We will reach out again to ensure any miscommunication or misunderstandings are rectified and you are comfortable and satisfied with our work.
  We look forward to speaking with you soon!

• Initial Complaint

  25/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had an HVAC system quote completed by ******* ******* from Red Deer Romaniuk Heating & Cooling on August 24, 2023 and were quoted a price of $15,538 (before tax) to do a complete install of a full HVAC system at our house. ******* told us that if we had the installation completed before the end of August, that we would also receive a $500 ******* gift card. For this very reason, we rushed the installation and arranged to have the assessment and installation completed before the end of the month. The complete HVAC system was installed on August 30, 2023. We paid in full (a total of $16,314.90 - which is the quote + GST) and were told we would receive out gift card within a few weeks of our installation. Fast forward to October 13, 2023 and I emailed ******* ******* to inquire as to why we hadn't received the gift card yet but he was away so I got an auto-reply stating to forward my email to **** ********* (the Sales Manager) who said that if we qualified for a gift card, we would receive it in "the next week or so". We heard nothing from anyone so I reached out again on December 5 to **** and cc'd ******* inquiring as to why we still hadn't received it. **** replied on December 6 stating that he would "send another request for it to be mailed out". **** emailed me the next day (December 7) and said "It has been approved and should be mailed out right away". We heard absolutely nothing for another month so I reached out AGAIN on January 7, 2024 asking why we still hadn't received the gift card. **** responded on January 8 stating that he had checked on the status of the gift card and it was mailed out of the Ontario office that morning and was on its way. We heard nothing. My wife called and spoke to someone on Monday and then again on Wednesday to follow up. I received text messages yesterday (January 24) stating that the gift card would be in my email by today and I have received nothing. Obviously this company has lied on multiple ocassions now, I'm over it.

  

  Business response

  26/01/2024

  ****,

  We are sorry there has been so much confusion around your gift card. Additionally, we are very sorry this has been your experience with us. We have confirmed your gift card has been sent out and you should have it in your inbox! Thank you for your patience while we got this sorted!

  Customer response

  26/01/2024

  
  Complaint: 21201786
  
  I am rejecting this response because:

  Despite multiple emails stating they’ve sent this gift card, we have not received it in any folder within my email - Not Junk mail, not my Inbox, nowhere. We have even called to ensure that they typed in my email address correctly and no one will confirm or deny that they’ve checked this. They won’t confirm the email they’ve sent it to and we don’t have anything so this response gets us no further ahead.

  Can you please ask for proof of the email it was sent to and the date(s)? They have said it was sent multiple times but that’s either untrue or they’re sending it to the wrong email address. No one seems to want to accept accountability and no one will follow through apart from emails with empty promise that it will be/ had been sent.

  Sincerely,
  
  **** *******

  

  Business response

  29/01/2024

  Good morning ****,

  We apologize our communication has left you feeling frustrated. To be completely honest and transparent with you, I've included some screenshots as proof that we have sent the gift cards. When we originally sent your gift card via email, I realized there was an error (it was missing the letter 'K'). I rectified this situation by sending you another gift card to the correct email address on January 26th. According to our records, it was delivered on January 26th. Since you still haven't received it, we have sent it again this morning and it says it has been delivered.

  Please don't hesitate to reach out if you still haven't received this and we will figure out another option! 

• Initial Complaint

  25/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Rominauk for their subpar service and the resulting significant damage to my property located at Edmonton, AB. Despite my attempts to resolve the issue directly with the company, I have encountered an unacceptable level of negligence and lack of accountability. On 6/28/2023, I contracted Rominauk to install an air conditioning unit at my rental property and paid them $6,825 CAD. The installation, however, was improperly executed. Notably, the team altered and failed to correctly reconnect segments of the piping connected to my furnace. This oversight has led to a severe water leak, which subsequently resulted in extensive water damage to my basement, including the development of mold, posing health risks and property damage. The direct consequences of this flawed installation have not only been distressing but also financially burdensome. Despite my efforts to contact Rominauk and address this grievance, my concerns have been met with disregard. The company has failed to acknowledge their responsibility or provide any form of remedial action. Therefore, I am seeking assistance from the ****** ******** ****** to mediate this matter to make them responsible for the damage to my property and properly fix and address it.

  

  Business response

  31/01/2024

  Hello ******,

  We're truly sorry to hear about the troubles you've experienced. It's important to us that our customers feel heard and supported.
  
  We take great care to outline the responsibilities and coverage of our work, which was communicated to you during your conversation with our Operations Manager last week. We regret any misunderstanding that may have happened; please know that our team followed the standard protocols during the install process this summer. The damages you are referring to are not within the scope of our installation services that were done in June.
  If you would like any assistance in finding an appropriate service provider to address and repair the water damage, please do not hesitate to let us know!
  

   

  Customer response

  31/01/2024

  
  Complaint: 21198152
  
  I decline this response for the following reasons: The leakage and resultant damage within the property occurred due to the installation of the air conditioning unit. During this installation, the installer replaced parts of the piping, a process which unfortunately led to a joint coming undone, causing the leak. Conversations with another employee from your company confirmed that the installation was subpar, although I prefer not to reveal his identity to protect him from potential retaliation. It's widely understood that working with plastic pipes and joints, like the ones involved here, often leads to other parts being affected when some are replaced or disturbed. As the last ones to handle these components, your company bears the responsibility. A thorough inspection by your installer of the entire pipe system he interacted with should have been standard practice to ensure no further issues were caused. It is unreasonable to expect a customer to engage a third party for verification of a job rightly expected to be completed correctly. I also sought opinions from independent third-party companies, who, unaware of your company's involvement, attributed the fault to the installer. Given your refusal to accept responsibility, I am compelled to make this matter public.
  
  
  

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

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid 6500.00 for an air conditioner and thermostat in July of 22 which took numerous visits from technicians to make it operational. However when I tried to use it in May it would not produce cold air. I have called Romaniuk to try and resolve this problem four times this week alone and no one will call me back.

  

  Business response

  08/06/2023

   

  This concern was handled back in early May.
   
  
   
  

  
  

  Customer response

  08/06/2023

   
  Complaint: 20036781
  
  I am rejecting this response because:
  Per their written guarantee I am entitled to a 1000.00 payment because they did not repair the unit within 24 hours.
  Sincerely,
  ****** ****
  

*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. ↩