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:18/09/2025

  Type:Billing 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.

  Hi, I hired a service provider to repair an air conditioning unit. I was initially invoiced $255.36 for diagnostic service and board replacement, which I paid in full. Later, I received a second invoice for $383.04 for labour only to replace the board.
  
  The provider has stated they apply a "2 hour minimum charge-out rate," but this term was never disclosed in the website, original quote, invoices, or during the service. My records of technician visits (based on phone calls and text timestamps) show approximately 2 hours of service provided, yet I was billed for 4 hours of labour.
  
  I believe this represents an unfair and undisclosed charge, which was not part of the agreement at the time of service.
  
  I contacted the provider multiple times by email. I requested a full invoice with all charges clearly itemized and explained. I also pointed out that the service time was about 2 hours, but I was billed in total for 4 hours (invoice 4306 & invoice 4325).
  
  After my request, the provider acknowledged an error in the invoice 4325 (charging me for 3 instead of 2 hours), and confirmed the "two hour minimum charge-out rate". This information was only shared after I questioned the charges and was not part of the original quote or agreement.
  
  I also offered to pay for an additional hour instead of two hours (invoice 4325) as a goodwill compromise, even though service time was 2 hours. The provider declined and continues to demand payment of the higher invoice amount, including late fees.
  
  My expectation is adjust the invoice 4325 for one hour ($112.00 + HST), and that the provider include this "2 hour minimum charge-out rate" policy in all communications with customers (website, quotes, invoices)

  

  Business Response

  Date: 23/09/2025

  Good afternoon:

  We appreciate the opportunity to respond to the concerns
  raised by Mr. ********.

  While we believe we have acted transparently and in
  accordance with our standard billing practices throughout the course of this
  matter, we also take customer satisfaction seriously. In an effort to bring the
  situation to a fair and timely resolution, we agreed to reduce the amount
  owing, as requested by the customer.

  A revised invoice reflecting the adjusted balance was
  promptly issued and has since been paid in full. As such, we consider the
  matter resolved.
  Please let us know if any additional information is
  required.

  Sincerely,

  ***** *******, Owner

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

   

  Customer Answer

  Date: 24/09/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23903514, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:28/09/2024

  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.

  This vendor installed a geo thermal system in my new house. They put it over a floor drain and when realized it, raised the unit up and wedged lumber underneath to keep it up. It now vibrates excessively and can be heard throughout the house. The vendor has promised to come back and fix it repeatedly (since April, or 5 months ago) but never shows up when they say and then take weeks to reschedule.
  We have also needed a software upgrade since July due to some form of system fault and that is not getting fixed despite repeated, polite attempts to get them to the house

  

  Business Response

  Date: 30/09/2024

  Good Morning:

  Thank you for bringing this matter to our attention. At
  Scotia Mechanical Solutions Ltd., we take all feedback
  seriously and are committed to resolving all issues in a timely manor.
  We have reached out to Mr. ****** and have scheduled a site visit on October 1,
  2024, to review and resolve these issues as soon as possible.
  
  Our team is committed to excellence and customer
  satisfaction. We are dedicated to ensuring Mr. ******** needs are met. Should
  you require further updates following the resolution, please feel free to
  notify us.
  
  Best regards,
  
  ***** *******

  Owner
  Scotia Mechanical Solutions Ltd.
  

   

   

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22353569, and find that this resolution is satisfactory to me.

  Thank you so much for your assistance.  This was powerful!!