ComplaintsforAlways Plumbing & Heating Ltd

• Initial Complaint

  24/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested and purchased a York AC 16 SEER unit through *****. The salesperson (*******) from Always Plumbing and Heating Ltd (***** Contractor) brought the quote for a 16-SEER AC Unit on August 17, 2022, and I signed the sales contract with ***** on August 19, 2022. The AC unit was sold to us at 5,091.45 CAD. ***** and Always Plumbing were committed to providing us with an AC Unit with 16 SEER energy rating and a unit that can cool my 2,375 sq ft home. The unit provided does not cool our home below 23oC, and on research, I discovered that the AC Unit (York YCE) installed does not have 16 SEER; the highest rating for this unit is 14 SEER. This shows that the York YCE unit quoted as 14.5 - 16.5 SEERS by Always Plumbing is untrue and deceptive. Also, the installed York YCE unit is meant for a house between 1600 - 1900 sq ft; our house is 2375 sq ft which I believe is one of the reasons the AC is not cooling our home. Numerous calls and visits to ***** and Always Plumbing and Heating Ltd have yielded nothing. And now it is evident that ***** is taking sides with Always plumbing. They keep telling me to wait for Always Plumbing to call back and resolve the issue, which has not happened. I feel cheated and hope that *** can help me get justice. Work Order number: I have attached the ***** sales contract (*********) and Always Plumbing quotes to this complaint.

  

  Business response

  12/06/2023

  Good Morning, 

  As you can see in the attached documents form the homeowner we quoted a 14.5-16 seer A/R conditioner and we installed a 14 Seer air conditioner with a upgraded coil and TXV valve bringing it closer to a 16 seer unit . please see the attached provided documentation form the manufacturer showing the different seer ratings on his unit providing on the coil and additional equipment installed. We have installed the correct unit as per our agreement . Please let us know if you require any further information or documentation. 

  Customer response

  20/06/2023

  
  Complaint: 20099050
  
  I am rejecting this response because:

  I have read the response from Always Plumbing, and I have a question for them.
  Why didn’t the Salesperson inform me that he quoted a 14 SEER unit that would need to be “upgraded to close to a 16 SEER”  the day he came to give the quote?
  The only time a manager, ******, answered my call after several efforts to speak with a manager, she claimed that they called me a few days after they gave the quote (which is not true) to inform me that they were out of stock for the 16 SEER unit and that they offered to supply a 14 SEER and then do some upgrade to make it equivalent of a 16 SEER and I agreed. If that is true, what I have on the quote should have been a 16 SEER, not a 14 SEER.
  They exploited my lack of knowledge of AC and rushed me into signing the contract on the spot without allowing me to read through and understand what they offered me. They knew they could force what I did not ask on me once they had my signature. I fell for their trick because I trusted ***** and extended the trust to them.
  
  
  Sincerely,
  
  ******** ********

  

  Business response

  20/06/2023

  Good afternoon 

  As per the attached estimate the quote says 14-16 seer .

  We have provided the proper unit and coil upgrade and all documents listing the matter

  We have also sent out several technicians to your home to discuss this with you and explain how the seer ratings and stickers work on these units. 

  We apologize if you feel this is not the unit you were quoted however it is the next seer rated unit up from what you were quoted and received was an additional 784.00a t the time. 

  We have installed the correct unit for you, should you want to upgrade we can defiantly discuss with with you and the costs associated. 

   

   

• Initial Complaint

  24/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This job is not done and has a huge mistake and terrible concrete. Still need to install valves on the manifold at each outlet (5 in all) as per estimate. I’ve requested an appt for 3 business days with no response. ******* said that manager ******* **** will call me back with a date and regarding compensation. The toilet pipe was installed underground and cemented in 2.5” further right along the wall than it was supposed to be as per the design provided to ***** (estimate) and ****** (technician). *’s own center marks on the cement show his understanding of where it should have been. We were invoiced for the full job and paid it post city inspection before we realized. This mistake means that the 48” vanity and an 18” storage unit cannot fit along the wall beside the bath and toilet. We had to alter our design and give up the 18” unit and are so disappointed and would like a substantial refund. Cement work done so roughly that raised points will bust through flooring. It’s uneven. When ***** came he said a grinder would have to be rented or pour gypcrete. We would like compensation for the material and labour needed. I contacted AP&H about these mistakes May 15 and I’ve followed up daily with no resolution. The lack of communication is very frustrating... ******* sent out ***** May 19 who addressed all other deficiencies not listed here. I had asked L to refund our last pmt of over $2216.55 until the job was finished/there was compensation. She said she could provide an idea of compensation by May 17. It’s May 23 and I follow up daily. She emailed May 19 eve saying she was authorized to refund $770. We do not see this yet. She did not reply to my email or call today. I requested May 19 that the owner call me. They have not in 2 business days. We were invoiced $12.95 for shop supplies - should not have been. Paid $5136.55. Quoted $5122.95. We feel sick over this and are so disappointed with the work and lack of communication to resolve this quickly.

  

  Business response

  26/06/2023

  Good Afternoon, 

  Update to previous response, 

  Always Plumbing & Heating has completed all repairs left form the renovation for the ********'s by sending out ***** to complete as much as he could and address and immediate concern's. 

  Then we had sent out our Forman ****** to the home to complete the remaining work and assess the concrete concerns aswell. 

  ****** has taken pictures and videos of the concrete confirming the concrete is level and installed correctly. 

  As we understand per the ********s that  some of the placement of the rough in and fixtures for this renovation were not able to be installed exactly where they had preferred, to accommodate their new vanity and storage. 

   

  As stated earlier in our previous response Always Plumbing has already compensated the ********s $780.00 as a refund to their credit card for the communication concerns and required placement of rough in fixtures, furthermore our Forman ****** has installed 2 additional shutoffs at no charge to them.

  We understand their frustrations and apologies again for these concerns however we feel we have compensated the ********s fairly for any errors on our part weather we were able to mitigate them from the beginning or not we agree our delivery of communication could have been better. 

   

  Customer response

  29/06/2023

  
  Complaint: 20098266
  
  I am rejecting this response because:
  

  Thank you for your response. I don’t know if something happened within the *** online platform, or on your end, but we did not receive your previous response to our complaint.
  
  Also, thank you to Always, and ****** the foreman, for installing the 2 additional valves to the upstairs plumbing.  These were requested with the original design submitted and discussed with *****, but were overlooked in being explicitly listed in the estimate, so thank you for honouring that!
  
  We received the $770 on May 19. Thank you. We also received an email from your general manager prior to receiving this credit, stating the following:
  
  “I received a message from dispatch and have been authorized to credit you the initial payment of 770.00 for now until our president is back on Tuesday.”
  
  We had the understanding that further compensation was to be discussed with the manager or the president.
  
  When we obtained estimates for plumbing work for this renovation, our design was provided, with very clear and specific dimensions (photo attached). The toilet drain location was specified. We were told by an Always representative that it was possible, and he then provided the estimate. We accepted and then work began. 
  
  At no point during the work were we told it was not possible to complete as per the design, except for when a plumber thought the tub to be installed was 36 inches wide. When it was clarified that the tub was only 30 inches wide, he said it was fine and that everything would fit as per the design. He then proceeded to install the toilet drain 2.5 inches off of design requirements without a word about it to us, and then cement it in place. The toilet is 2.5 inches off of his own center-marks which he wrote on both the concrete and the wall framing. If a deviation of 2.5 inches from the plan is required, surely this must be discussed and approved before proceeding. It was not.
  
  We are attaching a photo of the plumbing work, prior to re-cementing. It can be seen that the new tub drain and clean-out pipe interferes with the new toilet drain being correctly situated. This could have been avoided with some minor alteration to the route of this pipe. This did not need to be this way. This was a mistake. And it would seem it was disregarded, rather than corrected or addressed in some way.
  
  To fulfill our agreement and the work we paid you for, this mistake would need to be corrected. This would entail uninstalling the tub and toilet, breaking concrete again, demolishing and reconstructing the plumbing correctly, restoring the concrete floor, and reinstalling the tub and toilet. 
  
  This is a re-doing of the majority of the work you did for us.
  
  An alternate reputable plumbing company, from whom we also obtained an estimate for this job (prior to choosing Always), would charge the entirety of what we paid for you this whole job to correct this mistake.
  
  We are asking for a refund of 50%, $2568.28 for this poorly handled mistake, and for all of the trouble along the way.
  

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

  

  Business response

  18/07/2023

  
  We have completed all the work associated with this renovation and consider this file complete. 
  
  Our Forman ****** on site confirmed with ***** that everything was 100% completed and although given the circumstances they were satisfied with the outcome. 
  
  Later after our Forman ****** had left ***** contacted ***** with concerns with the concrete not being fully level. ****** and other Always Plumbing Team members have advised the homeowner we are not concrete specialists and the agreement was to fill and patch the hole. ****** has taken pictures and video with the concrete being level to the best of our abilities. 
  
  The refund processed and emailed to ***** was what our president agreed to provide to them after the review of the file, this was communicated to ***** verbally by ***** and our manager ******* as well on two separate occasions ***** was advised there would be no further refunds for this job. As we have completed all the deficiencies and have completed the plumbing renovation to the best of our abilities given what was underneath the concrete when we opened up the floor , our main priority is to ensure this job is to code and fully functioning while keeping all design aspects of what ***** and her family had wanted. We provided the refund in good faith as we understand the possible communication breakdown during the project and for the fact the cabinets the customer wanted may needed to be adjusted form the original desired design. 
  
  Our photos loaded to *****’s file form quote stage and also installation stage do not indicate the markings or drawings ***** has included and referenced. When asked for the drawings during *****’s original concern she had then emailed over to ******* her drawings and they were then posted for our technicians on the return trip. 
  
  At this point we have completed our obligation of this renovation and have provided compensation of 15% of the job total for the frustrations and possible design changes. 
  
  
  Thank You, 
  
  

  Customer response

  25/07/2023

  
  Complaint: 20098266
  
  I am rejecting this response because:

  When we were getting estimates on this plumbing job, it was for a very specific job. We needed plumbing moved to fit along one wall a 30" wide tub, then a 33" space between the tub and the vanity with a toilet in that space (16" from the edge of the tub to the centre of the toilet and the 17" from the centre of the toilet to the edge of the vanity) then a 48" vanity followed by space for an 18" storage cabinet to the wall. When ***** from Always Plumbing & Heating saw this plan and the space, he said AP&H could put the plumbing in place for those specifications, and he gave an estimate. We accepted and entered into an agreement to pay AP&H to accomplish the plumbing work to achieve our design. We agreed to pay you the estimate to excavate the floor and move plumbing into location for the design. It was a plumbing renovation with specific measurements. Always Plumbing & Heating did not perform the agreement. The toilet was installed 2.5" off the measurements given. The correct centre for WC is marked in sharpie on the floor by a technician of AP&H (see attached photo of the cemented in plumbing and zoom in on the open pit photo from a previous reply). This was obviously an error. There was a clear understanding between all of us where centre was for that toilet. 

  
  AP&H cannot change what was agreed upon part way through a job without discussing this with us (your client) and the client agreeing to those changes. We were not advised that you wanted to change the job. Technician ****** confirmed that the design would fit as planned in the presence of myself and a witness when he came up to discuss the toilet placement with me, while on the job. If ****** needed to change the toilet and vanity location, he or someone from the company needed to communicate that, we would have needed to re-design our layout, and the company needed to get **** and my approval. Telling us reasons why the design is altered after pipes are cemented in incorrectly, is not acceptable. Us discovering this mistake versus us being informed up front by your company, and you telling us about a problem that necessitated a change in design AFTER the *** complaint is filed, is poor form. Always Plumbing & Heating did not put the toilet where it was hired to put it. This moved the vanity and eliminated space for an 18" unit at the end.  We would have never entered into agreement with Always Plumbing & Heating to perform this job if ***** said the company could not move the plumbing to those specific measured locations. There were several other companies that said they could accomplish this job and gave quotes. Though there have been many frustrations and disappointments in working with this company, this right here is the crux of our complaint and reason for asking for a refund: we would have never hired you if you had told us you would put the plumbing in a different location than the plan. This is a renovation to last decades. It was pretty special to us to be able to do this. We wanted it how we designed it. We spent hours configuring and trying to find the best fit in that space. We are left with a different design than we wanted. You took our design away from us without permission and took our money without informing us that the toilet was installed incorrectly 2.5” off plan, the company left parts of the job in deficiency and undone for weeks without hearing back from the owner or management. We had no ability to get our job scheduled or get a resolution though I called and emailed for days. That’s why I filed with ***. This has been a horrible consumer experience. Please give us half of our money back for not completing the job as per the design that all of our quotes with every company were based off of. You would have never been given the job if you had told us you could not move the plumbing to the locations specified. You definitely must have a discussion with a client if you plan to change the design of their bathroom by moving plumbing into different locations than specified. This end result is not what we hired you to do. 
  
  
  This is in reply to your above message, I’ve split it out with what you said and our response:
  AP&H: We have completed all the work associated with this renovation and consider this file complete. Our Forman ****** on site confirmed with ***** that everything was 100% completed and although given the circumstances they were satisfied with the outcome. 
  

  ***** and ****: We are 100% dissatisfied with with the toilet mistake - that toilet error basically representing the whole job to us because our design was wrecked. Yes, the manifold valves were completed, the bathtub was re-levelled, the pressurized pipes left hanging in the walls were cut off properly and capped. But we were left with plumbing placements that were not what we wanted or planned for. The cement was bad but at least that’s something fixable. The underground plumbing work was the bulk of this job cost and that which was of critical importance re the design. We are gutted it was done wrong and that there is no responsibility being taken. This is not something we have more money and time to hire someone to fix. 
  
  AP&H: Later after our Forman ****** had left ***** contacted ***** with concerns with the concrete not being fully level. ****** and other Always Plumbing Team members have advised the homeowner we are not concrete specialists and the agreement was to fill and patch the hole. ****** has taken pictures and video with the concrete being level to the best of our abilities. 
  
  ***** and ****: We have since poured concrete to remediate the rough concrete work so we could install flooring. If AP&H would like to add an extra few hundred dollars in to cover materials and labour that was necessitated to fix the floor because of lack of care and use of a trowel, please do. 
  
  
  AP&H: The refund processed and emailed to ***** was what our president agreed to provide to them after the review of the file, this was communicated to ***** verbally by ***** and our manager ******* as well on two separate occasions ***** was advised there would be no further refunds for this job. 
  
  ***** and ****: On Friday May 19, ******* emailed saying, “Hi *****, I received a message from dispatch and have been authorized to credit you the initial payment of 770.00 for now until our president is back on Tuesday.” 
  This response came after I requested the company refund half of our money until the job was finished and there was discussion around compensation of the toilet mistake. This email led me to believe that there would be a further discussion with the President of the company and a formal reply or a phone call to discuss a settlement for the toilet mistake fiasco. I followed up several times asking about this and was not given an answer until I was informed on June 23, 2023 in a phone meeting with ***** (Accountant), ****** (Foreman) and ******* (Manager) listening in, by *****, that $700 was the company settlement for this error.  I had expressed this was not my understanding and referenced the email from ******* and my repeated attempts to talk to her or to talk to the owner/president about this. I never received a direct call from either of them telling me this, nor did I get an email. I was left hanging, waiting to hear until this June 23 meeting. ****** re-iterated that was all the company would give and all this mistake is worth in his estimation.
  
  
  AP&H: As we have completed all the deficiencies and have completed the plumbing renovation to the best of our abilities given what was underneath the concrete …
  
  ***** and ****: What was underneath the floor that was so concerning? Why was this never discussed with us or brought to light? It appears (from the previously submitted photo of under-floor plumbing) that the reason the toilet drain could not be installed as per design, was simply because it interfered with the new bathtub drain pipe (installed at the same time). It would seem that rather than re-doing work correctly, when it was accessible, Always poured cement and walked away, and is now attempting to blame us with hints that our design was not submitted until after work was done. 

  **** consulted with a journeyman plumber who had a good look at the photo of the excavation and pipes laid by Always Plumbing & Heating. His response was that the pipes could have very easily and quickly been moved to achieve the design specifications before cement was poured.
  
  AP&H: …when we opened up the floor, our main priority is to ensure this job is to code and fully functioning while keeping all design aspects of what ***** and her family had wanted…
  
  
  ***** and ****: You took away our design without asking permission or brainstorming a solution with us if there was an unsolvable problem. 
  
  
  AP&H: …We provided the refund…
  
  
  ***** and ****:  You provided a refund of $700 when the toilet was installed in the wrong location (thus making the vanity pipes also unworkable in the location you installed them), the concrete was so roughly done it required us 1/2 a day of work and supplies to repair, the toilet was mounted crooked, the bathtub was out of level, there were abandoned but fully pressurized copper pipes left hanging in the walls that blocked the electrician who had to come back another time and another abandoned pipe had to be removed because it stuck out past where drywall could close it in, an abandoned drain was left uncapped and not cut off low. None of the shut-offs were installed on the manifold (5 missing). ****** invoiced us in full, telling me the job was completed, leaving that unacceptable level of work and 5 valves uninstalled. We discovered all of these problems while measuring for electrical OURSELVES and were obviously VERY upset.  
  
  
  AP&H: in good faith as we understand the possible communication breakdown during the project and for the fact the cabinets the customer wanted may needed to be adjusted form the original desired design. 
  
  
  ***** and ****: In good faith? The job was unfinished with an unacceptably poor quality of work. It was also done incorrectly and re-covered in cement without informing us, the client, of this decision or brainstorming other options. 
  
  AP&H: Our photos loaded to *****’s file form quote stage and also installation stage do not indicate the markings or drawings ***** has included and referenced. 
  ***** and ****: Our meeting with ***** who provided this estimate was based on our design drawing.  ***** took a photo of the design in the estimate meeting and ****** had a photo of the plan on his device which he took the day he arrived and I took him down to the bathroom to explain the job and show him in person where we wanted each plumbing fixture moved to. He had access to the paper plan each day he worked on it and I was present for questions. If it is not in your files, then I’m not sure what happened to your records. Both ***** and ****** had copies long before I met or provided one to manager *******. She became involved once the toilet error was discovered. It is not my responsibility how you keep record of your client jobs and files. It is very clear from our job that there are some big holes in the process, record keeping and communication that need addressing. 
  
  AP&H: When asked for the drawings during *****’s original concern she had then emailed over to ******* her drawings and they were then posted for our technicians on the return trip. 
  
  ***** and ****: Yes, we made a checklist below a picture and measurements of the altered design that accommodated the toilet error and put it on the wall for when ***** came to address deficiencies. At this point, the toilet mistake and loss of our design, we understood, was in discussion of compensation at the management/owner level and ***** was made aware we were still waiting for a conversation or reply about this. We had no trust left in AP&H to re-excavate and complete this correctly in a timely way. We had made the difficult decision to move forward with an altered design as we had other trades scheduled to come. What we had been told would be a 3 week job was now into month 2. That is why the toilet error is not on the list of things to fix - we had been led to believe the president and manager were in discussion with how to proceed and it was in effect now “unfixable” because of our need to have the job finished and other trades come. ***** did not come with enough time and supplies to install the missing shutoffs on 5 manifold valves but was able to fix the other deficiencies (see attached photo of the altered design and checklist). The manifold valve shut-offs would be another wait and struggle to get scheduled until foreman ****** came to finish that aspect of the job. 
  
  
  AP&H: At this point we have completed our obligation… 
  
  
  ***** and ****: You completed a design of your own invention, not what we hired you to do. Three out of four permanent fixture/furniture pieces were moved because of this error/decision of AP&H. The only thing in place according to our original design is the bathtub. The choice your company made without informing or getting our approval means the toilet, vanity and storage unit are in different locations and the storage will have to be differently sized. We did not hire you to make up your own design. This is 100% unacceptable. 
  
  
  AP&H: …of this renovation and have provided compensation of 15% of the job total for the frustrations and possible design changes.
  
  
  ***** and ****: These were definite (not possible) design changes that were not discussed nor approved by us, your client. I have 54 pages of correspondence compiled between us and the the company detailing what could have been a simple job and was not. There was MUCH frustration. It really eroded trust when we discovered these mistakes ourselves versus being informed of them or included in problem-solving around whatever issues were apparently uncovered that caused the technicians to move the toilet placement (and thus also vanity and eliminate storage) without authorization. There there was not swift communication and action from the company to work with us and remedy errors (June 22, 2023 was when ****** came to finish the parts of the fixable job . . . that is over a month from when all the mistakes and deficiencies were discovered and AP&H was informed of them at the management/owner level). Always Plumbing and Heating did not fulfill the reason the company was hired. We ended up with an end product we never wanted because of a technician’s decision to move the toilet 2.5 inches off plan without consulting us or getting our approval.
  
  To sum up, it is our assessment that to this point, AP&H has not acted with integrity or acceptable business practices. You took our money for a renovation that was executed in a different way than was agreed upon. We do not believe you fulfilled your agreement. That is why we are seeking compensation. $700 is insufficient for what happened here and remains unresolved for months now. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom it may concern, I have been dealing with Always Plumbing & Heating for a few years with a decent service that had hiccups and resulted in a credit with the company due to charges that were more than the due bill, but recently I asked not to renew my diamond membership and got a response the next day that they would not charge my credit card with a renewal. However it was done anyway, so I requested a refund of the charges and the credit they still have since June 2021. Since then my emails are not answered for weeks, then it’s a problem with an accountant that is retiring, my email ended up in spam, the person is sick for more then 2 weeks, or is in a course etc.. Each time I inform them I will get in touch with your company *** the respond quickly! One email I received they issued a cheque of $81.72 which was not the full amount and was never send to me anyway. Then on April 20, 2023 I got an email that the full amount $330.32 was approved and they wanted to do an etransfer so I informed on April 21st, 2023 that I don’t do etransfers and if they could send a cheque of that amount. Until today, May 4th. 2023 no response or cheque in the mail. I gave them 3 times the warning that I would get in touch with you so now my only way is to do get you involved unfortunately. I expect that if you put a call in to ***** ******* at their company and ask when is the cheque issued for Mr.****** this will be solved in no time!! (Unless there is another excuse again) Attached are 2 “documents”, one is a PDF of all the emails from me and their answers, the other is a bill from 2021 and shows the credit I have and requested to pay that out at the same time. Thank you for your help and cooperation, if you want to contact me I prefer that to be done by email : *********************  Regards, ********  ******

  

  Business response

  15/05/2023

  Good Morning, 

   

  Our book keeper who processes these refunds is away today however i have looked in to the refund concern and can note that Chq number 11575 was issued and mailed May 4, 2023 in the amount of 330.32. 

  The address it was mailed to is ******* ****** ********* ******* *** ***. 

  I have checked the bank this morning and notice that the chq has not been cashed if the homeowner would like to have a refund via interact e transfer instead I can cancel the chq and issue the refund via that method or can also issue a refund via credit card. please advise if wither of these options work. 

  If these options work please provide either the EMAIL ADDRESS or the CREDIT CARD information so i may process this right away. 

  I'm sorry you have not received this in a timely manor however i will be happy to work with you moving forward on getting this completed asap. 

   

  ******* ****

   

  Customer response

  15/05/2023

  
  Complaint: 20017649
  
  I am rejecting this response because: they informed me it was resent on Thursday May the 11th, 2003 and I should receive it any day this week now, so why would I give them the requested information they asked for. In fact we have been corresponding for the last 4 Months and so they have my email address!! 
  

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

  

  Business response

  17/05/2023

  Good Morning, 

   

  We have been in email communications outside of the *** and i have provided the information to the customer that i had at the time. Also as mentioned before our accountant was away but as per our emails Cindy one of our Client Care Reps advised she knew about this and the chq was mailed out to you again. 

   

  Please let us know if you don't receive it and we would be happy to refund you via a different method as mentioned earlier. 

   

  ******* ****

  Customer response

  19/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20017649, and find that this resolution is satisfactory to me.
  I have finally received the cheque on Thursday 18th in the afternoon after it was sent to a wrong address it seems, although they had my address on file and to make sure they had the right address and would not send it to the wrong address I even emailed my address twice in my emails in the last 4 months, yet they still managed to send it to the wrong address!
  
  Sincerely,
  
  *** ****** ******

• Initial Complaint

  09/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engaged Always to repair an in floor heating system. Dec. 13/21 said it was fixed cost of $2200.91 however the system still leaked. Called again and they again came out Feb 1/22 said it was fixed cost of $1954.62 however the system still leaked. Called again and they again came out on Aug 12/22 said it was fixed cost $1676.86 however system still leaked. Called again and they came out on Jan 5/23 and said it was fixed cost $1106.31 however system still leaked. Called again and they sent out contractor from another company as they obviously did not how to fix I believe they just chase money from customers and the contractor they sent out said that none of the work should have been done and provided information on what Always should have done. Finally the person they contracted fixed the whole system in one day total cost $5631.12. During the week of Jan 25 to Jan 31 I spoke to ******* ******* as I indicated that I should not have to pay to fix their errors. Spoke to her on 6 occasions and she indicated she was waiting for ***** to tell her what to do. It is winter so we had to get it fixed and could not keep waiting. On Jan. 31, Feb. 6, Feb 7. and Feb 8. I left a message for the ***** **** to call me back to discuss. Each time was told he was just on another call, or just stepped out of the office etc. and he would call me right back but never does. It is doubtful he does not receive the messages he just figures customers will give up on expecting to be treated fairly. What should have taken 2 days and 5631.12 to fix has taken over a year and cost $12,569.82.

  

  Business response

  28/04/2023

  Here is the response for ******** residence, 
  
  
  None of the emails were coming through as the attachments were too large  so I cut and pasted the notes and jobs instead of attaching everything. 
  
  
  This boiler is between 12-17 years old this was not a tank we installed unfortunately some times it is multiple items and the wear on these items might not show until other concerns are fixed due to them maybe having to work harder to compensate and have the system working. 
  
  On Dec 13, 2021 
  JOB SUMMARY
  In floor heating not working, also wants a basic thermostat installed. Please put her on the cancellation list if an appointment comes open.
  
  
  Invoice Summary Replace thermocouple
  Install axcium make up to maintain boiler fluid and pressure 
  Replace leaking 1/8  auto air vents
  Complete flush and maintenance
  Set pressure to 18 psi @ 160 degrees
  Subtotal $2,096.10 G - GST 
  5.00% $104.81
  Total Taxes $104.81
  Total $2,200.91 Balance $0.00
  
  The next call out was on Jan 11, 2022 – This call was unrelated to the boiler and at this time was there no indication that there was a concern the boiler was not working again. Customer was happy to use our services again 
  
  JOB SUMMARY
  JOB NOTES / CUSTOMER CONCERN Customer requests ****. 1. Replace Plumbing Stack 2. Quote to replace bathtub 3. Replace Spigot on outdoor tap 4. HWT replacement quote for guest house
  
  Invoice Summary Replace section of 3 “ abs stack as quoted  ran water  / flush toilet no further leaks present,   alter furnace drain
  Replace section of 3” abs stack and 3x2 abs y
  Subtotal $505.77 G - GST 
  5.00% $25.29
  Total Taxes $25.29
  Total $531.06 Balance $0.00
  
  Then on Feb 10 2022 we were called our for the boiler to finish some work as the driveway was now ready customer still happy and apologetic 
  
  JOB SUMMARY
  JOB NOTES / CUSTOMER CONCERN Seems to be leaking from the pump and boiler. In floor heating not working. Customer shut water off at ****s request on last service call. Driveway is now plowed and Customer apologized for having to get **** back out again. :) 
  
  Invoice Summary No heat on in floor for addition upon arrival found primary circuit board only delivering 11volts  and 24 required to operate properly   . Must Oder replacement board and return to install  also found the safety valve a has blown  and is leaking 
  Re place circuit board with built in transformer
  Replace 3/4 safety valve 30 psi set
  Install circuit board  and safety valve as required found that the vent damper has shorted out  this was the cause of the failure  . Must order vent damper 
  Return to install vent damper as required restart boiler  and install Honeywell t4 thermostat
  Subtotal $1,861.54 G - GST 
  5.00% $93.08
  Total Taxes $93.08
  Total $1,954.62 Balance $0.00
  
  Then everything was working fine no issues until Aug 2023
  
  JOB SUMMARY
  JOB NOTES / CUSTOMER CONCERN
  -There is a leak on their boiler and they would like some information on  general maintenance as well. 
  
  Client said to mention to 
  **** there are no more mice lol!
  
  Invoice Summary Replace  1 1/4 air scoop with expansion tank and  required fittings
  5 gallon glycol
  Subtotal $1,597.01 G - GST 
  5.00% $79.85
  Total Taxes $79.85
  Total $1,676.86 Balance $0.00
  
  Then nothing until January 2023 boiler worked good no issues no concerns noted 
  JOB SUMMARY
  JOB NOTES / CUSTOMER CONCERN - Possible Recall.- boiler is leaking. customer thinks it is one of the lines. it is around where the Glycol is.. customer confirmed that the level of glycol was low. 
  
  He is concerned that this is the same issue from August 12. We also provided the estimates and option on boiler replacement again and the customer decided on repairs again 
  
  Customers boiler is not working and will need to have it assessed and have repair or replacement recommendations 
  
  Invoice Summary Re leak on boiler system upon arrival found boiler system running on high pressure  29.4 psi     @160 degrees   This is causing the   Safety valve to blow at 30psi.    . This is caused due to the primary circulation pump has failed resulting in the boiler creating steam   Primary pump must be replaced
  
  Replace primary circulation pump. Will require draining system and refilling , set up aquastat to  so that the high limit is 160 degrees and the low limit of 130 degrees.    Pressure in system set to 18 psi  with a differential of 6psi. 
  
  System is running and functioning properly at this time
  Subtotal $1,053.63 G - GST 
  5.00% $52.68
  Total Taxes $52.68
  Total $1,106.31 Balance $0.00
  Then the system went out again on Jan 20, 2023 and we had sent one of our subcontractors ****** Plumbing out to the home to assess 
  JOB SUMMARY
  Possible recall: JOB NOTES / CUSTOMER CONCERN - Customer reports that the same issue is happening again Possible Recall.- boiler is leaking. customer thinks it is one of the lines. it is around where the Glycol is.. customer confirmed that the level of glycol was low. 
  
  He is concerned that this is the same issue from August 12. 
  
  Customers boiler is not working and will need to have it assessed and have repair or replacement recommendation
  
  We did not bill the customer for this visit we had spoken to the customer and let them know we are waiting on the estimate from ****** on the repairs and estimates to fix or replace. 
  
  The customer then proceeded to call ****** directly and had them do the final replacement or repair through no involvement of ours we did not authorise a replacement or repair nor charge the company or paid ****** for any repairs or replacements. 
  
  So what ever they paid to ****** that is between the Customer and ****** we did not install this unit and unfortunately it is old and we offered a replacement and customer declined that option and went with repairs. 
  
  I’m sorry the system is older and required more work that can be stressful for sure however we could have replaced the system a few appointments ago possibly saving them some money and frustration however a repair is the option they choose. 
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  28/04/2023

  
  Complaint: 19372770
  
  I am rejecting this response because as indicated in the initial complaint customers rely on expertise of the organization in question.  Always plumbing has sent ****** out and ****** informed us that the work provided should not have been done.  Their contractor ****** contacted Always and advised them of this.  We tried to contact Always and left numerous messages for the ***** **** - but he does not return customers calls.  Their ******* ******* repeatedly advised us that they were meeting to provide resolution and had asked **** to call us but he still would not call to try to help us.  We decided to get it repaired with ****** because it was the middle of winter and so having no heat in the system is not something that we could risk.  As the company won't return customers phone calls it would make common sense that we cannot be without heat in the middle of winter.   Where it is understandable that we are responsible for the cost to ****** (again here this is a contractor that Always sent out) however Always should refund monies for well over 1.5 years in trying to resolve this.  Even the response to the *** complaint made on February 9, 2023 and no response was received until April 28, 2023 (almost 3 months) demonstrates that there is little intention to try to resolve customer issues - it feels like the company is just hoping people give up in their efforts to find resolution. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  26/05/2023

  I have a response form the company who completed the work for the ********s.
  
  According to the contractor this work was necessary to get their boiler repaired and up and tunning for them and not a result of the work we did for them. 
  
  According to the contractor He did not repair this  actual boiler system as we did ,  as the Boiler failed in an unheated crawl space under their homes addition. 
  
  He offered to Move the heating lines and attach them to their hot water tank indoors as a new heat source for the one Zone not the whole system. 
  
  The Failure he repaired was because of the Sub Zero temperature under the crawlspace 
  
  The Customer insisted that it was their faulty glycol feeder in which he ended up reusing. 
  
  The Cold space once again damaged this instrument and they tried to hold Him accountable for their failed equipment 
  
  He feels The Client seems to want to preserve funding for the appropriate repair / replacement . 
  
  upon His first visit advised the client the lease abrasive choice was to remove the heating system from the unheated location immediately however a replacement of system and full relocation may be best just as we at Always suggested and quoted on.  
  
  At the time there was no heat in a section of their home during a cold spell and no revisions were made to their existing system that always worked on so it was an entirely different approach that shouldn't have been associated with previous attempts that didn't impose re-inviting the whole system layout. 
  
  He States In His opinion Always plumbing didn't do anything wrong,  nor did ****** ********,  attempted to provide appropriate solutions as these systems can be complicated and as one part fails it can put strain and excessive wear and tear on the rest of the system and other things can fail prematurely and once things get repaired other components can create a  additional failure . 
  
  We feel we have made the necessary steps to offer solutions to our customer and unfortunately replacement was one of them. The customer opted for repairs and in the end the repairs we did complete are still working and the customer has a working system. 
  
  The customer did not need to have repairs we did re -repaired unfortunately new concerns with a older system have also surfaced and needed repairs. 
  
  Please let me know if you require anything further however we feel we have completed the repairs and provided all options to the customer and they had made the decisions as to what route they wanted to proceed with. 
  
  
  

  Customer response

  26/05/2023

  
  Complaint: 19372770
  
  I am rejecting this response because the company maintained that the system could be fixed and that they could fix the issues we were having.  Each time they said it was fixed the system continued to leak.  It is concerning that the same issues continue to happen (leaking Glycol) and they just blame it on new problems when their indication to us was that the system was fixed.  I would think a company would stand behind their products and services and commit to resolving issues instead of looking for more ways to get money from their customers.  As indicated by their contractor the work was poorly done and they should have known that this would not resolve the problems but take no responsibility for their workmanship or products.  This is further evident by their actions in follow up as the *****/******* avoids repeated calls from customers and further has continued to delay responses and cooperation with the ***.  This complaint was filed on February 9, 2023 and in almost 4 months have provided two responses avoiding any accountability or responsibility.  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  25/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ALWAYS Plumbing scheduled for tune-up of two Air Conditioners May 14, 2022. Tech took grate off the top of AC, scooped out a few leaves and repeated on second AC but dropped the grate and scratched unit. Tech advised ACs were clean but both required more refrigerant. Tech added gas to the first AC and said ******** as I watched gas spewing out…clearly shaken, Tech placed a short hose on the AC and rubbed his hand. Asked if he was ok and he advised he was fine but had a bit of a burn from refrigerant. Left to his truck for a long time and returned to say my air conditioner must have a refrigerant leak somewhere and it would be $2,200.00 to schedule another appointment for leak test and more to fix whatever was causing the leak. Maybe cheaper for new air conditioner. I asked if he was adding gas to the second air conditioner and he said we should just keep an eye on it. He left the short hose on the AC and advised ALWAYS would be in touch. No call-I called many times…no response. I contacted another company for another opinion. They advised there was no refrigerant left in the AC but other AC was fine. Advised they could do a leak test and quoted me for that and a new AC. My air conditioners were both functioning when the ALWAYS tech arrived so I decided on a third opinion and scheduled ***** ********** who confirmed gas was added that was not likely required then slowly the rest of the gas leaked through hose left on unit. Suspected a damaged ******* valve as a result of trying to add refrigerant and then trying to pull out the ******* to stop refrigerant from escaping. ******** broken from force. ***** ensured system was completely purged and said they would clean both ACs. I indicated they were just done but they gently disagreed and took off the sides of the AC not the top. Clearly not cleaned by ALWAYS. ***** replaced ******* and AC working great again. Seeking refund of Diamond membership, repair scratch on AC, payment of invoices and apology.

  

  Business response

  06/12/2022

  Good Morning, 

   

  We have been in contact with *** over her concerns with her A/C unit and the service that was received from ***** one of our technicians. When *** and i had spoke i had asked for copies of the invoices so that we may reimburse her for the repair the other company made. 

  At that time *** did not  want a refund i insisted that she send it over and i would be happy to reimburse her for the invoices. Once i received the invoices i wanted to review with my technician and provide her with a update of our conversation to ensure her concerns were addressed in a satisfactory manor.

  I also informed *** i would review her request to cancel her membership if she was a member under a year then as per the contract the difference of the discounts and service she had received would need to be taken into consideration and the difference can be reimbursed to her. 

   

  I had left the call with *** and gave her my cell phone number as well so she can get in direct contact with me should she need anything.

  After we hung up i received another call form *** to the office line that she would like all correspondence documented and a email sent to her. i emailed *** a copy of our conversation and as well a summery of our action plan to ensure she is happy with the resolve. 

  I called *** multiple times and also responded via email so that i am able to process a refund to her i needed to know how she would like to receive the funds back to her. 

  To date *** has received a total discounts off her diamond club membership of Two discounted service fees of 49.00 each and a free furnace tune up of 149.00 and the ac tune up that caused this concern for her so i will not include that in her discounts. 247.00 in discounts and services. Her diamond club membership is now cancelled but after these discounts there is nothing to refund to her for this. I would be happy to discuss this with *** and can explain it in a bit more detail for her. 

  Our resolve is in agreeance to refund *** ***** for the invoice cost to install the shredder i would need to know the cost and i would be happy to refund her today. 

  I can be reached on my cell of 780-278-9506to discuss this with her at any time, 

  Customer response

  13/12/2022

  
  Complaint: 18461760
  
  I am rejecting this response because:

   

  Always indicates the Diamond Club is no longer being charged.  Attached are the charges. I am seeking a minimum of these payments returned.

   

  Seeking payment for the invoices attached 

  
  
  Sincerely,
  
  *** *****

  

  Business response

  14/12/2022

  Good Morning, 

   

  Your membership cancelled as of December 12022 we can refund you back these three charges in good faith Oct Nov Dec . 

  ******* **** 

  Customer response

  16/12/2022

  
  Complaint: 18461760
  
  

  I accept Always Plumbing and Heating’s agreement to pay the invoices and Diamond Club charges in the form of a cheque payable to me for the total amount of $875.76 to be received by me within 21 days. This payment is to cover the invoice of $702.45 to ***** **********; invoice of $133.35 to Pro Plumbing and Heating and charges to my **** for Diamond Club that was supposed to be cancelled.  Diamond Club of October for $13.32; November Diamond Club for $13.32 and December Diamond Club for $13.32.

   

  I trust Always remove my **** information from their records. 

   

  ***

  Customer response

  16/12/2022

  Date Sent: 12/16/2022 2:37:49 PM
  

  
  Complaint: 18461760
  
  

  I accept Always Plumbing and Heating’s agreement to pay the invoices and Diamond Club charges in the form of a cheque payable to me for the total amount of $875.76 to be received by me within 21 days. This payment is to cover the invoice of $702.45 to ***** **********; invoice of $133.35 to Pro Plumbing and Heating and charges to my **** for Diamond Club that was supposed to be cancelled.  Diamond Club of October for $13.32; November Diamond Club for $13.32 and December Diamond Club for $13.32.

   

  I trust Always remove my **** information from their records.

   

  ***

  

  Business response

  20/12/2022

  I never received a invoice for pro plumbing why is that one now included what was this for i would need to review the copy please

  Tell us why here...

  Customer response

  22/12/2022

  
  Complaint: 18461760
  
  I am rejecting this response because:

  Please find attached copies of the invoices for ***** ********** as well as *** ********* ******** ******* *** *** ************.

   

  
  
  Sincerely,
  
  *** *****

  

  Business response

  22/12/2022

  thank you *** we will review this week and then process refund to you 

  Customer response

  22/12/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18461760, and find that this resolution is satisfactory to me.

  I accept Always Plumbing and Heating’s agreement to pay the invoices and Diamond Club charges in the form of a cheque payable to me for the total amount of $875.76 to be received by me within 21 days. This payment is to cover the invoice of $702.45 to ***** **********; invoice of $133.35 to Pro Plumbing and Heating and charges to my **** for Diamond Club that was supposed to be cancelled.  Diamond Club of October for $13.32; November Diamond Club for $13.32 and December Diamond Club for $13.32.
  

  Sincerely,

  
  *** *****

  

  Business response

  03/01/2023

  We will reimburse the charges from ***** ********** for the one unit and service fee total of 
   449.00 plus GST. 
  
  
  I don’t feel we should pay for two diagnostics the invoice form Pro Solutions as it was a call out fee diagnostic fee like a trip charge no repair work was completed. 
  This was for quote purposes, 
   
   
  
  
  ******* ****  ******* *******  ** ************ ** ************ ** ***********************
   
  

  
  

  Customer response

  04/01/2023

  
  Complaint: 18461760
  
  I am rejecting this response because:

  After trusting that ALWAYS PLUMBING would “make it right” they are now backing from their initial agreement to pay $875.76 for damages they caused to my air conditioner.  The file was closed and waiting for reimbursement. Instead I received 0 dollars back; another charge to my **** for a “Diamond Club” membership ALWAYS stated they canceled; and an new offer for ALWAYS to pay only $449.00. ALWAYS states it isn’t fair they pay for diagnostics twice.  The diagnostics fee was $133.35 and saved ALWAYS $8,000.00 or more when I could have charged them for a new AC rather than repairing it.

  I let go of additional damages including the deep scratch from ALWAYS dropping the top grate onto the AC while “supposedly” cleaning it. Learned later it is the side grates not the top taken off for cleaning the AC. 

  Mistakes that are rectified can be tolerated.  Not following through demonstrates ALWAYS‘ unprofessionalism.

  I seek Always Plumbing paying $889.08 to now include the mis-charged “Diamond Club“ fee and ask again that ALWAYS REMOVES my **** information from from their records!

   

  Total $889.08 payable as follows:

  $702.45 - ***** ********** Repair and actually clean the units that Always said they cleaned but didn’t

  $133.35 - Diagnostics Pro Plumbing and Heating

  $13.32 - October Diamond Club

  $13.32 - November Diamond Club

  $13.32 - December Diamond Club $13.32 - January 2023 Diamond Club

   

  
  
  Sincerely,
  
  *** *****

  

  Business response

  16/01/2023

  Here is my reasons for the amounts. 
  
  We have refunded *** ***** for all of the months of her DC Membership as requested inclusive of January. 
  My Accountant has guaranteed that this Membership has 100% been cancelled and no more billings will occur. 
  
  For the invoices in question . 
  
  We will not be paying pro solutions bill as requested as this was for a trip travel charge for quotation purposes no repair to the damaged unit in question was completed. 
  
  I will authorise the payment refund of 471.45
  
  This amount covers the following 
  The call our fee / trip charge  of the 119.00 plus gst 
  The repair of the damaged unit 330.00plus gst 
  
  Again we will not be paying for the service on the second unit as this had no relevance to the damaged unit that we had discussed since the concern was brought to our attention originally. 
  

  
  

  Customer response

  27/01/2023

  
  Complaint: 18461760
  
  I am rejecting this response because:

   

  Always Plumbing was supposed to conduct an annual maintenance and cleaning of two air conditioners. Instead, they damaged one air conditioner and did not clean either, costing me over $800.00 to fix.  So, you are paying for ***** ********** to fix your work.  If you did the job right in the first place, I would not be out over $800.00.  In fact had you not damaged the one unit I would have assumed both were maintained and cleaned.   The charge for the second unit is for ***** ********** to actually clean it because you did NOT. 

   

  To reiterate once more…after Always damaged my AC I could have gone with the first quote and it would have cost you over 9,000 not 800.00 to fix. 

   

  Still no refund of my “Diamond Club” membership.  For readers that don’t know what this membership is for, it provides a discount for plumbing work and includes free maintenance and cleaning of air conditioners. 

  
  
  Sincerely,
  
  *** *****

• Initial Complaint

  17/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A/C install Apr 21/22. Electrician to come at a later date. As I had to work, my mother, who is in her 80s, was at my house to let the technician in. The A/C was not operational (no electricity yet), the job was not complete, yet the installer told my elderly mother that she had to pay the full amount. Didn't even know if the A/C worked! They could have sent me the invoice, rather than forcing a senior to pay. I called and was told this was policy. Sold my house in May, so put the electrician on hold. Always sent a quote to remove the A/C unit so I could take it to the new house. It was $1300 (competitor's quote of $350). Because of the $I000 difference, I called Always to see if their quote was an error or was both disconnect and reconnect at the new location. Receptionist said she would find out and call me back. No call back, despite following up with an additional call. I had the competitor remove the A/C for me as the possession date was too close. When I wanted the A/C installed at my new house, I called Always, as they still owed me the service of the electrician that I had paid for. The receptionist said she would look into it and call me back, within 2 days at the most, but no one ever called. I had to contract the services of an electrician on my own to connect the A/C, as I never received any news about the electrician from Always. I called Always again on August 12, 2022, and asked for a refund for the cost of the electrician. The receptionist said that a ******* was aware of my issues, and that the ******* would call me that day. The receptionist said she would even text the ******* to make sure that my call was returned. My call still has not been returned. I am seeking $600 + GST which is what I paid for the electrician that I had to contract. Customers, and especially seniors, should be warned that Always insists on full payment, whether or not the service is complete and once payment is received, all communication and cooperation stops.

  

  Business response

  17/08/2022

  Good Morning,

   

  I have left a few messages for the customer to discuss her relocation her electrical concerns and or compensation. We have not been able to connect i left messages on 07-12-2022 and also on 08-04-2022 following up on her concern. 

  When we had quoted to remove and relocate the services for her we charged for a removal and relocate not just a removal. as attached in the documents the other companies charge was just for removal not relocation of the unit so there is quite a difference in scope of work. 

   

  When we install major equipment like a furnace or a it is our practice to collect in full for the work as the cost of the major equipment and time to install it is large and we are registered as a prepaid contractor . However it was advised to ******** at the time that if she wished she can hold back 10% until the electrician comes and start up is complete. 

   

  Since the electrical was not complete i am happy to refund any monies for that difference to our customer. As long as no permits have been pulled we are able to credit back the full cost of the electrical to ********. I will reach out again to see how she would like to receive these funds. 

   

  Please advise if further details are requested. 

   

  ******* **** 

  Customer response

  06/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  This response to my complaint is not acceptable.  I have attached phone records to show that there was no call made to me from Always on August 4th. The only incoming call from Always was on July 12 and was 7 minutes long.  As evident by the length of this call, this was not a message, but a phone conversation where someone would 'look into it', 'check with a *******' - the same vague promises. No one has called or contacted me since their response to *** as they said would happen.    Nowhere on the contract that I signed is it indicated that 10% can be withheld. Please show me where  this is indicated on my contract.  If Always is serious about providing reimbursement, I would have received reimbursement of the cost of the electrician by now. 

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

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have installed A ******* WIFI SUMP MONITOR 0n Nov17 2021 by ALWAYS. Installation and setup with WIFI WAS smooth and uneventful. Within 20 hrs I received an alarm saying OFF LINE on MONITOR from ******* ON my email. I checked all my devices connecting to my WIFI . There was no interruption. I called ***** and confirmed, I called ALWAYS the next day , technician came and reset. The same problem happened again . By the 4th time within 3 weeks the technician changed the plugin location and a new device. ******* tech support was on the phone during the whole setup. However the same problem happened again within 24 hrs. On Dec 12 , I received a call from ALWAYS service manager saying no technician will be send unless there is a ***** technician on site. So I phoned ***** and was told that I have to pay $160 for a ***** technician dispatch. I am very grateful for the ***** TECHNICIAN to listen patiently to my concern and helped to update my WIFI connections . At the same time contacted ******* TECH SUPPORT to check the problem cause with me in a 3 way conversation. ******* contacted me for more info , but they do not have an answer for the problem. In the last 4 weeks I have called ALWAYS 5 times to voice my concern and request the manager to callback. So far I have not receive any call back from ALWAYS Management. I am ALWAYS DIAMOND CLUB member and have 2 yrs warranty on parts and services.

  

  Business response

  25/01/2022

  Good Afternoon *****,

   

  Im am sorry for the frustration on your wifi connections and the sump alarm we have had many conversations about options on how we are able to help try and resolve this for you further. 

   

  Sam had come out multipul times as well and yes you do have a 2 year warranty on your Sump alarm however as discussed the concern with this is in your WIFI internet provider connections. 

   

  ******* and sam have replaced this unit once allready for a brand new one to ensure it was noting to do with the installation or the product and it still points to a internet connection error. 

   

  Our options are as follows. 

  1. We can remove the WIFI connected sump alarm and replace it with a standard sump alarm non WIFI device . 

  2. We can meet ***** on site to assess the situation once youa re able to secure an appointment if it is found to be a concern with the ******* product or the installation we will gladly pay the ***** 160.00 bill for you to have a technician dispatched . If it is in fact your internet then we would leave the 160.00 responsibility on to yourself or ***** at that point. 

  3. We can try to trouble shoot the system with ***** over the phone again for you . 

   

  Please let us know how we are able to further assist you with tis matter . 

   

  Lindsey T*** 

  Customer response

  27/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:  I do not want any addition device  to be installed by Always Plumbing .It is too much hassle to go over again  . I  want  Always Plumbing to remove the ******* Wi-Fi  sump control and refund me  , regardless of whatever  plausible problems causes this malfunction  device..

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  05/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We got Always Plumbing to clear a drain on November 8, 2021. The technician worked for less than an hour. He manually cleaned up the blocked drain from the backflow valve cavity area and we provided a few buckets of water that he dumped down the cavity to clear it. He then checked the backflow valve and ended up dropping a plastic ball that was part of the backflow valve mechanism down the drain. He advised us to find a plastic ball from our Christmas decorations to replace the ball. The technician did no further work. The invoice we received included a line item for $550 which included camera work even though the technician did not use the camera or even the shop vacuum that he also brought in. We have repeatedly tried to get the company to remove this item and charge us a reasonable amount for the minimal amount of work done, taking into consideration the damage to the backflow valve by the technician and the fact that we helped him with the work by bringing him buckets of water to flush the drain. We have had a very unsatisfactory and sporadic response to date from the company. * ** ********* ** ********** **** **** *******

  

  Business response

  05/01/2022

  Good Morning , 

   

  I am sorry you feel a billing adjustment is needed for this file i have reviewed the calls to our team and the conversation and notes form the technician and they are all consistant with this situation listed below. 

   

  This customer's back flow was so impacted that Roderick could not use the snake to clear it out. Everything had to be done by hand. The waste had to be scooped out by hand and placed in pails. Those pails had to be transported and then cleaned out before the process would start over. **** wasn't able to stomach the sight and smell so left the room. His wife however stayed to help Roderick any way she could. He was quoted this price. He agreed to it.

   

  I would have loved the opportunity to discuss this concern with you in person or on the phone to fully understand what had happened form your side and situation and see how we could have made things right. 

   

  Is there a time we may discuss this situation together as you can imagine drain cleaning is tricky and messy at times however especially having to hand dig out to be able to clear your drains i feel if this is the case Rodrick did everything possible to get the drain flowing and working again. 

   

  Was the drain working after he left is it still flowing now?

   

  Lindsey T*** 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had signed up for the Always Plumbing and Heating Diamond Membership. The term was a year each time and we had started in March 2019. We decided at the renewal of our first term in March 2020 to keep it for an additional year to March 2021. We weren’t loving the service so we decided to stop in March 2021. The payments were $26.20 and the last one should have been in March 2021. We called, cancelled the membership Feb 15, but noticed in June that the payment came out for April and May when it shouldn’t have. We called again June 25 and were told this would be cancelled and we would be credited. Noticed Aug 1st, the July payment was also taken. Called again Aug 1st spoke to someone else who told us someone would call us Aug 3rd to ensure this was taken care. No call was received. We want this membership cancelled and an email from the company indicating the membership is cancelled and no further payments will be taken. * *** **** **** ** ****** *** ********** ** ********* 

  

  Business response

  18/10/2021

  As per your conversation today with *******, I can confirm that your membership was cancelled and completely removed from our system on August 3, 2021 with 4 refunds processed on this date as well. Please consider this matter closed.
  
  
  Thank you,
  
  
  ****** ****** ************ ****************** *********** ****** ******** *** ******* ****** * ***** ******** **** * ***** ******** *********************
  

  
  

  

  Business response

  18/10/2021

  
  I have confirmed all transactions are removed and deleted out of the system her membership was cancelled as promised and the transactions she saw on Aug 1, 2021 we actually processed on Aug 3, 2021 as refunds to the previous transactions we have processed 4 refunds to the original transactions we did not new charges to  the card. 
  
  We apologise for the confusion and frustration this may have caused but I have personally confirmed everything was cancelled as promised and the whole profile has been removed from the billing system back on Aug 3, 2021 as well once the refunds were completed. 
  
  
  
  
  ******* ****  ******* *******  ** ************ ** ************ ** ***********************  
  

  

  Business response

  18/10/2021

  As per your conversation today with *******, I can confirm that your membership was cancelled and completely removed from our system on August 3, 2021 with 4 refunds processed on this date as well. Please consider this matter closed.
  
  
  Thank you,
  
  
  ****** ****** ************ ****************** *********** ****** ******** *** ******* ****** * ***** ******** **** * ***** ******** *********************
  

  
  

  

  Business response

  18/10/2021

  
  I have confirmed all transactions are removed and deleted out of the system her membership was cancelled as promised and the transactions she saw on Aug 1, 2021 we actually processed on Aug 3, 2021 as refunds to the previous transactions we have processed 4 refunds to the original transactions we did not new charges to  the card. 
  
  We apologise for the confusion and frustration this may have caused but I have personally confirmed everything was cancelled as promised and the whole profile has been removed from the billing system back on Aug 3, 2021 as well once the refunds were completed. 
  
  
  
  
  ******* ****  ******* *******  ** ************ ** ************ ** ***********************  
  

• Initial Complaint

  17/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Always Plumbing and Heating were called because the tenant told me she had no hot water. Always repaired it on March 8 2021 at a cost of $419.95. The tenant called me again on or about April 7 2021 with same problem. Always repaired it on April 7 2021 at a cost of $229.90. The description of the April 7 repair included the comment "Checked all wire connections, the white connection to the high limit switch was loose". After paying the $229.90 on April 7 I contacted Always to complain that I should not be charged the $229.90 because the loose wire was obviously the result of a deficient repair one month earlier. I was told my complaint would be forwarded to someone. I called again April 28 and was told the same thing - even though I pointed out that I had complained previously. It is now May 15 and I have still not had a response from Always. By the way this water heater was supplied and installed by Always on May 7 2016 -so it was only 5 years old.

  

  Business response

  16/06/2021

  We have spoken and I have called this customer several times and left tracked call recordings for him.

  We finally connected I offered to refund to his cc and or a e transfer however he preferred a mailed cheque .

  Cheque has gone out in the mail last week .

  ******* ****

  General Manager

  Customer response

  16/06/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  If Always was sincere about a refund it would have been paid sometime ago.  I suggested using email to communicate but they insisted on contacting by phone even after they first told BBB that they would pay a refund. That was the cause of the delay - namely insisting on a phone communication. I insisted on a cheque to ensure that Always could provide proof of payment in the event there was a dispute as to whether or not Always had in fact paid.  I'll clear this with BBB but only after I have received the cheques, deposited it on a timely basis and given it a week to clear. 
  
  Sincerely,
  
  **** *******

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