Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:16/07/2025
Type: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.
Our heat pump doesn't work, we called Chilliwack Heating and asked for a service checkup. By noon July 09 technician ***** came, he opened the outside unit and took a look, he said right away that he had found the problem and its a smaller one, he'll change a small part that around $80 then it would all be good. I'm glad it's so easy to fix and gave him US$20 tips. But after the part being changed, the heat pump still didn't work, then he went to check the electric box, then he said the power control is not the one in our garage, it's in the other one , one in the rented basement suite, then he went to turn on the power. He said three more minutes, it would work. Then I heard a loud noise and he came in and said: Emergency, the compressor is blown. He's scared, me too. He wrote a receipt to me, then he said he'll send me an email and will let me know what's to do next then left. The next day I didn't receive anything as he promised. On Friday I called and a guy named Serash answered the phone and he said he had heard about the blown but he knows nothing about it and he'll let them know. Later on an office guy named ****** called and he said our heat pump needs be replaced inside out. I said our heat pump works good before and now it turned out the reason it's not working because the tenant turned off the power ignorantly and we didn't know that too, so if the technician didn't change the part, just turn on the power, our heat pump might work properly. But ****** said it's impossible for the technician to cause the blow and asked me to pay the invoice ($198.45). For us , the replacement needs $7000 plus the installation, that's a disaster. We just want to know whether it's the mis operation of the technician caused the damage. Thank ********** Regards, ******Customer Answer
Date: 17/07/2025
Thank you for your quick response, I've attached the invoice. If you need more info, please feel free to contact me.
Thank you!
******
Business Response
Date: 25/07/2025
unable to load video please see you tube address.
All information is in the above attachments.
******
Customer Answer
Date: 29/07/2025
Complaint: 23604431
I am rejecting this response because: I couldn't see any documents from the business, it has an attachment, but I couldn't view, it has a link, ,but the video isn't there .
Sincerely,
Li Fen (******) ****Business Response
Date: 01/08/2025
All the customer has to do is ******** heat pump compressor blows ". There are a numerous amounts of videos and commentary regarding this issue. We have no intention of accepting that this is something we are responsible for. The equipment was ready to fail before we got there.Customer Answer
Date: 06/08/2025
Complaint: 23604431
I am rejecting this response because: IF THE SERVICE STUFF DID AS THE ONE IN THE ***** AND THE COMPRESSOR BLOWN, I HAVE NOTHING TO SAY. BUT THE PROCEDURE IN MY HOUSE AS I FIRST WROTE: THEY CHANGED THE PART FIRST BEFORE DOING ANY TESTING. CAN THEY SAY THEY HAVEN'T DONE ANYTHING WRONG ?
Sincerely,
Li Fen (******) ****Business Response
Date: 14/08/2025
The capacitor needed to be replaced first in order to see that the compressor was ready to blow. Thankfully our service tech was not standing there when it blew.
We will not be responding to this customer's complaint further as they are unwilling to accept the fact that their aging equipment needs to be replaced.
The invoice remains unpaid for services rendered.
Customer Answer
Date: 22/08/2025
Complaint: 23604431
I am rejecting this response because: as a professional tech, he needs to test whether it has power or not first instead of replacing the part first. We didn't know the tenant in the basement turned off the power. We thought it's on all the time. If he tested and turned on the power first, maybe the heat pump could work normally, because it worked good all the time. The tenant didn't know they shut off the power. Or if the compressor blew after he turned on the power before he replacing the part, that surely be the machine's own problem. I know nothing about the electrical machine, but I think it's the common sense. The attitude of the business is unacceptable. Luckily I and my 2 year old baby were not around while it blew.
Sincerely,
Li Fen (******) ****Initial Complaint
Date:01/12/2023
Type: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.
Recently I made a fireplace purchase from JC fireplace in Chilliwack. ( September 1st) I was lead to believe that this fireplace was entitled to a ****** rebate, and JC fireplace did give me an application form to fill out, which I did. I received a phone call from ****** informing me that this fireplace did not meet the ****** rebate program. I did contact JC but all I got was denial from their estimater. I really don't know why they told me there was a rebate, when there was none, and why did they give me an application form.Business Response
Date: 18/12/2023
Hello ******
I have spoke to our employees in regards to this issue. I have attached correspondence from ******* in regards to this issue. I have also attached all related emails between Mr. ******** and our estimator, Nathan. The only thing we can think of is if one of our staff attached a rebate form to his final invoice in error.
There are reasons why we know our staff would not have led him to believe he could receive a ****** Rebate.
The only fireplace we have that could replace his existing fireplace was never ****** rebate compliant and even if we had a fireplace that was compliant in the program, Mr. ******** would not be able to claim the rebate as he is in a Strata and does not hold a ****** billing account as the gas is supplied by the Strata.
This is why this certainly would not have been discussed as an additional rebate to our in house rebate of $200.00 plus GST to equal a $210.00.
This whole issue has been extremely upsetting for our staff as we pride ourselves on honesty. We provide full quotations prior to installation and would never lead a customer to believe they would be able to collect a rebate that would not be forthcoming.
We look forward to your decision on this matter.
Respectfully
Louise K******Customer Answer
Date: 19/12/2023
Complaint: ********
I am rejecting this response because: it is not true that I was not eligible for a rebate, because I live in a strata, I spoke to ****** and they indicated to me that i was eligible, because, in a roundabout way i do pay for gas, through my monthly strata fees. I find it very hard to believe that the rebate form was accidently attached to my receipt, considering it was handed to me by hand.
Sincerely,
*** ********Business Response
Date: 19/12/2023
I would need to know who handed him the paperwork also where and when? Many thanksCustomer Answer
Date: 19/12/2023
Complaint: ********
I am rejecting this response because: in response to your last message, it was the estimator who went to his desk, pulled out the ****** application form. And handed to me, this happened when I went into JC fireplace to make my final payment
Sincerely,
*** ********
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