Complaints

This profile includes complaints for Oromocto Plumbing and Heating Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oromocto Plumbing and Heating Ltd.

  479 Smythe St Fredericton, NB E2E 3E3

• 

  Oromocto Plumbing and Heating Ltd.

  1240 Onondaga Street Oromocto, NB E2V 1B8

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:20/12/2024

  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.

  -Oct 27, 2020. 2 x *** ****** Heat Pumps bought from the Plumbing and Heating Shop ************ **(see attached).
  -Beginning May 2024, 1 x unit in main bedroom began to leak water during AC operation.
  -Contacted the shop then, information was taken by J****** the owner. Called back in the June/July timeframe for an update and was informed they lost the info, took it again and apparently ordered the part.
  -Continued callbacks throughout the remainder the the year, given excuses like part is at Port of Vancouver, then Port of Montreal.
  Never any initiative to call me back as the customer at any point during the timeframe since May 2024.
  -Recently made contact with J******* the manager, with most recent(today) response stating no part until springtime order. see att'd
  -In terms of resolution, believe its obvious, the them to honor the 10yt warranty that the unit is under.
  -The shop itself has been closed to walk-in customers since I initiated in May, possibly longer, and continues to be, stating they decided to do so because of the influx of calls etc.

  Business Response

  Date: 20/12/2024

  We are not the manufacturer and can only receive parts when they send them to us.  This customer has a broken belly pan which can only happen if his unit froze up due to dirty filters or had a deep cleaning done and they broke it on him.  We were in good faith trying to get a new belly pan (Which is the entire body of the unit) under warranty for him.  The result of a cracked belly pan (body) means the unit would leak inside the home in the air conditioning mode.   We sent a purchase order to the manufacturer and have been waiting for the new body that is the belly-pan.    We were told by the manufacturer that this part would come via China.  

  This was all explained to the gentleman and the manufacturer's latest update was that it should arrive in the spring, as that is the schedule for the latest containers to arrive. 

  As a result of this complaint, the gentleman appears not to be pleased with our efforts.  Therefore, he can now contact another company to help him.  We will notify the manufacturer to cancel our order on his behalf.

   

  Customer Answer

  Date: 23/12/2024

   I am rejecting this response because: Being *********** and currently wkng with the **** *****, this saga has gone on far too long, and does not in good faith, honour the warranty agreement. Have been involved in many a disagreements pertaining to warranty/service work and have never encountered such a situation in my almost 50yrs in the workforce. After explaining from the beginning that 1) there was never any deep cleaning, as per the business owners direction (J******), since being installed and 2) there was never any freeze up due to clogged filters as they are systemically cleaned every mth by myself. Again this was explained in full to the proprietor, J******, when I was finally able to connect with the company, albeit intermittently. To put the blame fully , as written in the company’s rebuttal on the customer more or less, dishonours the motto “the customer is always right”. So, with a few thousand dollars of merchandise/equipment bought and installed (3  x Heat Pump Units), all with 10yr warranty’s supposedly, and well here we are. I got nothing more to add to this conversation…..
  
  
  
  

• Initial Complaint

  Date:11/12/2023

  Type:Customer Service 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.

  On 16 Nov 23, over the phone I hired the Plumbing and heating shop (P&H S) to install a heatpump in my house. They stated they would install a 3 ton heat pump in my house.
  
  On 27 Nov 23, The P&H S came to my house to measure my ductwork.
  
  On 30 Nov 23, enercheck performed a energy survey in my house. The technician a former HVAC technician, recommended a 1.5 to 2 ton heat pump stating anymore would cause issues in my size of house including poor dehumidifing, poor energy saving do to short cycling and system freezing in the summer.
  
  I contacted the P&H S to talk about my previous interaction with the enercheck technician. The receptionist became immediately defensive requesting the technicians name to have him apologize to me for misleading me.
  
  I contacted *** ********** to seek a second opinion.
  
  On 4 Dec 23, E.T. came to my house and evaluated the homes needs, They corroborated the information from the previous technician. And recommended a 2 ton heatpump for my home. And provided me with a quote including a cost of approximately 550$ for ductwork.
  
  Later that day I contacted the *** * *o cancell my install. The receptionist indicated there would be associated fees to canceling the install to cover the cost of pre produced Ductwork.
  
  On 5 Dec 23 I received a invoice for 2530$ for ductwork. I contacted the P&H S and indicated it was unreasonable. They informed me that if I didn't pay or continue with the install they would seek collections.
  
  I provided copies of my *** * ******** ** *** and they pointed out several red flags and misleading advertising.

  Business Response

  Date: 12/12/2023

  We will not comment nor attempt to defend ourselves over misleading information.  The fact is that this customer ordered his unit and signed for his financing.  Based on this, we sent a foreman to site to conduct all of our drawings the week or two before the installation date and then built the ductwork required to install in his home.  Three days prior to the installation date, he canceled his order.  We will not get into a 2 ton vs 3 ton (Split entry home requirement) or the fact that the heat pump ordered is a 2-3 ton unit on a switch, but rather, this whole complaint is simply because he now has to pay for the ductwork that was built on his behalf and order.   This is the whole attempt on his part to file a complaint, in hopes that he will not have to pay his bill.  If the bill for his ductwork is not paid for within 10 days of his installation, we will be sending it to Collections. 

  Customer Answer

  Date: 12/12/2023

   I am rejecting this response because:
  
  
  The PH&S states the work cancelled 3 days prior to install, the date they scheduled was 18-19 of December, 2 weeks notices was given. To cancel the work

  Business Response

  Date: 12/12/2023

  *Without Prejudice* The facts are that this customer cancelled his order after he worked extensively with us, after many correspondences and quoting.  Then he  signed the financing documents and entered into an agreement.  We based on this, sent a foreman to his home and measured up all the ductwork required to be built and contracted out this work.  The cancelation was on or about the 6th or 7th of December.  He was scheduled to be installed Monday December 11th and 12th.  This is 3 working days.  However, regardless of the time period this customer believes the work was scheduled, the fact remains that he entered into a signed agreement, and based on that, we had products built for his installation that he is liable to pay for.  The product in question is his and he can use it with whomever he chooses to conduct his installation.   As previously stated, if this customer does not compensate us for the expenses of the products that we had manufactured for his home, the outstanding bill will be sent to Collections and we also will reserve the right to commence legal proceedings to be fully compensated.  We will no longer be responding to this frivolous and malicious complaint. 

   

  Customer Answer

  Date: 14/12/2023

   I am rejecting this response because:
  
  
  Good morning

  
  

  I reject the response from the Plumbing and heating shop.

  
  

  It is believed the cost of the ductwork to be unreasonable. 

  
  

  On 7 Nov 23 the undetailed quote was made before entering the home to evaluate the specific needs of the property. The ductwork in the home is pre-existing and are only adapting it to the new system.

  
  

  The resolution I seek is to pay a maximum 550$, the termination of the "FinanceIt" agreement, and end communications with the Plumbing and heating shop.

  
  

  Thank you for your time

  
  

• Initial Complaint

  Date:13/07/2023

  Type:Customer Service 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 had this company come and install 3 heat pumps in my home on June 15th, 2023. During the install there was a dent put in my outside chimney pipe where they were working on two of the heat pumps. I emailed them about this and they told me they would not replace anything as it is simply cosmetic. They sent another technician out with a dent puller to try and "fix" the damage at which point the technician drove a screwdriver up into it and further damaged the pipe on the inside. I was concerned so I reached out to the company that installed the woodstove and they assessed the damage from pictures I sent them. It was confirmed with them that the damage caused has made the chimney pipe no longer usable because it is not to code. I also confirmed with the woodstove company that they have the part in stock in their store. I sent this information with pictures and a quote from the woodstove company to The plumbing and Heating Shop on June 21st at which point the company did say they would fix it, however it has been 3 weeks of me trying to contact them and when I am able to speak to someone, they will not give me any information as to where the so called ordered part is and when it will get fixed. I get told not to worry about it and just trust them that I am in good hands, My most recent telephone conversation July 12, 2023 was with the owner who when I asked for update details, swore at me, called me a Karen, told me I was acting like a child and said I had to stop calling them as it's not a priority for them. Also said if I did not stop calling that he would tell me to ``pound sand`` and leave me to figure it out myself. The customer service is absolutely horrible and I have NEVER been spoken to like that before by ANY business. All I am asking for is an update as to where the part is, since it has been 3 weeks since it was apparently ordered and when I can expect it to be fixed. I just want it to be returned to the condition it was in before it got damaged.

  Business Response

  Date: 17/07/2023

  This person accused us of putting a small dent in her outside Chimney while installing her heat pumps.  None of our staff is saying they could have done this, but instead of making it an issue, we sent one of our technicians over with a dent puller.  The husband was verbally abusive, as he didnt want it fixed but replaced.  The technician tried his best to remove the dent.  The puller did not make it perfect, so he took the bottom of the T off and tried pushing it out with a screwdriver.  This made for a small round hole in the insulation where now the customer wants a complete new T fitting.  Again, to not cause any issues, I told them we would simply order a new T and have it installed by a license technician.  The chimney would not be used till the cold months and we are extremely busy, but that the T would be ordered and arrangements would be made to have it installed.  The customer has not stopped harassing us and last week I had enough of them and tried my best to tell her that we would be taking care of it and not to worry.  She wouldn't stop and was acting like a crazy Karen.   I told her if she kept it up, we would cancel our order for the part and not bother helping her, when we do not even believe we did the initial small dent on the exterior. To just stop and start acting like a normal person.  Instead, she kept going and I hung up.  She must have went to the BBB right after that, just like these kinds of people do when they don't get their way.  I contacted her and told her to remove the inaccurate complaint or that I would be cancelling the order for the new T and would would not be helping her.  I will also remove any warranty we were going to give her on the new heat pumps.  We simply do not want to have any more to do with her.  I even suggested that I could write her out a check for $500 to simply get her our of our hair, as the part is a little over $250 and then some labor to install.   She refused saying she got a price from a local supplier that is closer to $900.  That price is just ludicrous, as she can even go on line and see the price herself.  We are still willing to help her but not till she removes her slanderous complaint.   Jacques 

  Customer Answer

  Date: 24/07/2023

   I am rejecting this response because:
  
  
  The information given is incorrect as I have two different quotes for prices on the part and install which is more than what is being stated in the business response. Also I was calling to find out where the ordered part was and when it would be installed, I still to this day have not been given an answer on these simple questions. If the company can provide these details we would be able to move forward however they refuse to. Now I am being threatened to have my warranty taken away that was paid for and agreed to by both parties by way of contract. This is not how a business should conduct themselves. 

  Business Response

  Date: 24/07/2023

  *without prejudice*

  We are no longer going to respond .   We told this customer we would take care of it but she just kept calling and hassling our phone lines.  I warned her that if she continued, we would cancel the order for her chimney and to just be patient and act normal, she continued and I had to simply hang the phone up on her.   I have now cancelled the order.    Until she conducts herself properly, we will not be helping her as no one needs to put up with such an unreasonable attitude.