Complaints

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• Initial Complaint

  Date:11/08/2025

  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.

  In October 2024 I responded to an ad on REMOVEDthat appeared to be REMOVED, offering iREMOVEDtallation of a heat pump through their rebate program. I gave my contact - and within a short time I received a phone call from a man by the name of "REMOVED" . He didn't mention he was from Mada CoREMOVEDtruction so I believed he was from REMOVED. He convinced me that my new heat pump would be mostly (if not totally) covered by the rebate. The worst case scenario would be that it didn't get completely covered, and the most that I would have to pay was 75.00 monthly.At different times throughout our conversatioREMOVEDI became nervous and hesitated to go ahead and sign anything. He always convinced me that I wouldn't have to pay for the heat pump and to continue with the process. And in the end I did. He set me up with Interrum financing from REMOVEDFinancing......deferring payments for 4 months. After 3 months I contacted him -concerned about the rebate. He put my mind at ease again, saying that it would come soon. Well after about 5 months I received a letter from REMOVEDsaying that my rebate would be arriving soon and a breakdown was provided. I received 360.00 !! A far cry from the invoiced/financed amount of 14 950.00 ! Then I called REMOVEDand asked about my situation. TurREMOVEDout that Mada CoREMOVEDtruction has been doing this unbeknowREMOVEDt to REMOVED.....and by following a comment thread on Mada CoREMOVEDtruction, there are many others who experienced the very same thing, and appears they are all seniors. I am having not 75.00 monthly taken out of my account , but 227.64 monthly....which is causing me substantial financial stress because I am a low income senior.

  Business Response

  Date: 22/08/2025

  Dear Ms. REMOVED,

  
  Thank you for the opportunity to review your concerREMOVED. We appreciate the chance to address them directly and coREMOVEDtructively.

  
  Timeline (from our records)
  On October 24, 2024 (12:41 PM), you completed a call with Alex from Mada CoREMOVEDtruction during which an in-person appointment was booked. Our notes reflect that you understood the call was from Mada and that REMOVED(Mada) would be attending.
  On October 31, 2024, during the in-home coREMOVEDultation, you elected a Mitsubishi single-head ductless heat pump with iREMOVEDtallation and electrical included, and remitted $250 to BuildingExpert for the pre-iREMOVEDtallation energy audit.
  On November 7, 2024, in an email exchange, you confirmed that you were registered with REMOVEDNova Scotia. This correspondence reflects that Mada was assisting you with the program application; we are not REMOVEDNova Scotia. (ScreeREMOVEDhot available on request / attached as applicable.)
  On November 27, 2024, we confirmed by email an iREMOVEDtallation window of 9:00 AM–1:00 PM at 22 Rocky Road, CaREMOVEDo.

  
  Our role and the rebate process
  Mada CoREMOVEDtruction is not REMOVEDNova Scotia. We are an independent contractor that helps customers apply for REMOVEDNova Scotia programs; we do not set program rules or rebate amounts.
  The BuildingExpert audit is an independent assessment conducted to REMOVEDNova Scotia standards. The program determines any rebate based on that audit and the customer’s eligibility.

  
  Addressing specific points raised
  Identity/affiliation: Our communicatioREMOVEDidentified us as Mada CoREMOVEDtruction. The Nov 7, 2024 email confirmation of your registration with REMOVEDNova Scotia further reflects that the program and our company are distinct.
  Coverage or fixed outcomes: We have no record of committing that your heat pump would be fully covered or that a specific monthly figure was guaranteed. Our standard disclosures indicate that rebates vary and are confirmed after the audit by the program administrator.

  
  Our focus is to make this right going forward. Please advise what outcome would resolve this for you. OptioREMOVEDcould include a detailed explanation of the program’s assessment of your file and/or a post-iREMOVEDtall check to eREMOVEDure the system is operating to specification. If there is another remedy you believe would address your concerREMOVED, we are open to it and will do our best to accommodate within our abilities.

  
  Sincerely,
  REMOVED
  CREMOVED
  REMOVED

  
  

  Customer Answer

  Date: 26/08/2025

   I am rejecting this respoREMOVEDe because:
  
  
  Almost all of the communication with "REMOVED" was done over the phone. When I hesitated to sign up, because I was afraid of being scammed, was when he ASSURED me that the rebate would cover all, or most of my cost. He then told me that if it wasn't covered in full, the most I would ever have to pay was 75.00 per month.....I wish I had followed my gut and hung up on him .