Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Thomson Industries Ltd (Thomson) on June 21, 2022 for purchase and installation of ****** heat pump and hair handler. The contract has been breached by Thomson on the following issues:
  1. The contract states installation date to be on October 19th and 20th. Thomson postponed the actual installation start date to October 26th.
  2. The contracted and verbal promise is for installation to be completed in 2 days, actually installation took 3 days (October 26th to 28th). My family had to bear the hardship of being in the cold with no heating system in the house for an extra day. The delay could have been avoided if an electrician was on site on day 1 rather than mid-day of day 2.
  Thomson provided unprofessional services in delivering the contract obligation, examples:
  1. The air handler condensation drainage pipe was connected to a wrong drainage outlet hole, the problem was fixed by another Thomson agent on November 2 by reconnecting to the lower drainage outlet hole. Damage is unknown.
  2. Heat strip in the air handler was not properly connected, it did not function, and it caused the fan to be working on high speed constantly (explanation provided by a Thomson agent on Nov 2). My family had to put up with the slow heating and loud fan noise for that week. The problem was fixed on November 2nd, 6 days after the installation.
  3. When the installation was completed on October 28, the last Thomson employee just wrapped up and left. I asked him twice to walk around the equipment for some questions that I had, he refused both times and said “I have a dog in the car, I have to go”. I still don’t know if the heat pump and air handler models match the models stated in the contract.
  Currently there seems to be outstanding problems with the heat pump, the air handler and the setting of the thermostat, yet I can’t get anyone from Thomson to come and conduct an onsite diagnosis until December 2 which is almost 4 weeks away.

  Business Response

  Date: 08/11/2022

  Good morning. We did have some issues with the electrical with this installation. Sometimes installs don't go exactly as planned. We couldn't get the heat running on the second day because of the electrical not being completed. I pulled a technician off a site in Delta late in the afternoon on Oct 28 and sent him to ******'s place to commission the system so he would have heat for the weekend. i just wanted to respond to ******'s points. There is no damage done to the system by having the drain connected to the upper outlet. There is no water in the coil drain pan when the system is in heating mode. The heat strips were installed but the dip switch on the air handler wasn't set up properly. But ****** still had heat. Heat pump/air handler systems always run on high fan speed. I received a message Friday regarding ****** and the heat strips. I left a message for the electricians to call me. I will reach out to ****** and schedule to have a technician come out to see what is happening. I will have someone from the install department to reach out and book an appointment.

  Customer Answer

  Date: 09/11/2022

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

  I will wait
  and see what and when actions will be taken to resolve my issues and concerns.
  

  It’s unfortunate
  that I had to bring the issues to Better Business Bureau (BBB) to get some attention
  from Thomson. A few days ago, I made a phone call to the Thomson office and
  wrote an email to Thomson about the issues, no one from Thomson had even acknowledged
  my concerns until I brought the issues to BBB.
  
  
  
  Sincerely,
  
  
  
  ****** **

  Business Response

  Date: 23/11/2022

  I'm not sure when this message was written by Mr. **? We have been communicating with him. We have been to his house. Our technician took some measurements for ductwork modifications. 

• Initial Complaint

  Date:03/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a combi-boiler installed on March 19, 2021. In September 2021 water leaked from the penetrations through the B-vent cap where the intake and exhaust vents exit. Technicians were sent twice to repair the leaks, but the repairs failed. I was informed a permanent repair would be done when the weather got better. As a makeshift repair the technician taped a bag around the penetrations. An additional problem occurred with the condensate drain pipe from the boiler freezing during cold weather and causing a mini-flood in my crawlspace. Since March despite repeated phone calls and emails no one has come to perform permanent repairs for either issue. I was finally booked for an appointment on August 11 which I took a day off work to accommodate. No one showed up. When I called asking about it, an wholly unprepared technician was sent. He said he would report the problem to the office, but I have heard nothing since. I still have the firm's ladder on my property as it was left there earlier in the year with the intention of being used during the permanent repair. I would like proper permanent repairs for both issues with the boiler system.

  Business Response

  Date: 03/10/2022

  I will look into this immediately and contact the customer. 

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response from the firm was they would look into the issue and contact me. It has been over a week and I have not heard from them.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 25/10/2022

  This was all fixed up on October 17 & 18.

  Customer Answer

  Date: 25/10/2022

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