Complaints

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• Initial Complaint

  Date:07/04/2025

  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.

   
  Complaint: 23165032
  
  I am rejecting this response because:
  The bathroom fan was already vented out of the soffit and the tech just installed the exterior vent to the outside of the soffit. The second tech that was at my house appeared to be training and more there to observe than anything. As I stated before I feel I should only be charged 1 hour of labour for a 20 minute job. 
  Sincerely,
  
  ****** *****ook 20 minutes to complete and didn't feel this was fair to be charged for 2 hours of labour. The individual said all he could do was discount me $37.00 or he would be losing money. There was nothing else he was willing to do in regards to the issue. I received a revised invoice on April 1, 2025 for the amount of $315.00. I feel I should only have to pay for 1 hour of labour at a cost of $135.00. I would like a billing adjustment to the amount of $200 plus GST.

  Business Response

  Date: 16/04/2025

  We received a phone call from the homeowner inquiring about venting and possibly replacing an existing bath fan. Based on the information given and without seeing the job, we told her the cost would be approximately $500, which she agreed to. When our technician arrived and looked at the job, he found the bath fan to be working and an alternate solution to the situation was to vent the fan out the soffit rather than out the ***** of the roof. Since he had brought material to do the job as initially discussed, he had to return to the shop to get different materials. Alternatively, he could have replaced the fan, re-vented, and charged for the material and labour at around $500 as discussed. I dont think any of this information is being disputed by the customer.

  
  As with all our customers, our technicians start billing when they  leave our shop (or their last jobsite) and ends when they finish the job. We dont feel that travelling from ********** to ********, assessing the situation, go pick up the necessary material, drive back to ******** and complete the job in 2 hours is unreasonable. I would like to point out that we had two technicians onsite but only charged the customer for one.
  We charged the customer 2 hours of labour at our standard rate of $135.00/hr, a $22 vehicle surcharge (standard on all our service invoices) and $45.00 for material. Our administrative staff are instructed to tell all customers about our service rates when they book calls. When the customer received the invoice,they called and spoke to our Service Manager to voice their concerns, he discounted their invoice from $337.00 to $300.00. We feel that the customer was treated fairly with their initial invoice and the discount was a good will gesture

  Customer Answer

  Date: 19/04/2025

  I wanted to add an additional response. The original plan for the job was to replace the bathroom fan with a new one, as the current one is an older fan, also to replace with new duct venting and to properly vent it out the side of the house as going through the roof was not a viable option, which would have required cutting through the side of the house. This would have been more hours of labour and more parts, yet I was quoted $500 for this job. When the tech told me there was an alternative that would be quicker and significantly cheaper, I did not realize nor was told at the time it would only be approx $200 cheaper than original plan and estimate. If I had that information provided to me I probably would have chosen to go the other route and had it properly done, as well as a new bathroom fan which was not installed. I think its important to be transparent with your customers as to costs and billing beforehand, which I dont feel was done in this case. I also dont think its right to start billing people when they leave their previous location to where their next job is, I dont feel it should be on the customer to pay for 30 minutes of travel time simply because the job before them was a greater distance away, this is also something that was not explained as well. 

  Business Response

  Date: 02/05/2025

  The number of $500 given to her was not a quote but an approximate cost based on the information we were given over the phone. She states our tech told her the alternative solution would be significantly cheaper, she was charged approximately 40% less than she was expecting to pay, i would say a 40% savings is significant. As I stated earlier if we would have done the job as we initially had intended we would not have had to make an extra trip to get material and her bill would have been more than the $337 that she was charged. Obviously she doesn't see value in the work we completed or the price we charged. We are willing to go back and remove our work and put things back to the way we found them and credit her total invoice leaving her free to contact another company to do the work. We did install a vent in the soffit which would need to stay (at no charge). I stand by our Company's process and procedures when dispatching technicians and invoicing our customers. I don't wish to go back and forth anymore, whatever the BBB decides is the best resolution to this issue I will abide by.

  It sounds like this complaint is coming from the Daughter (who wasn't on site), I believe all our dealings were with the Mother, although I could be mistaken

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

  General Manager/Owner