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:19/07/2025

  Type:Billing 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 July 2020, I wrote this email to Superior Heating and Cooling, Cobourg ON: "Hello ***** and ***, I recently had a service visit that I was told would cost $107 flat rate for an hour even if it took less time to fix than that. When I booked the appointment I said that I couldn't afford a big expense, and if it was going to be one, I had to plan for it. The service visit took less than an hour. I was told only that *** was using a product that was new last year ti fix a leak that had not resulted in his getting any calls to return for additional service." No mention of additional costs, and the air conditioner never worked after that. The sent me a bill for $400, then put it in collections. It is now with GB Collections for $722.

  Business Response

  Date: 25/07/2025

  This is not a customer of ours.

  Business Response

  Date: 18/08/2025

  SEE ATTACHED 

  Customer Answer

  Date: 18/08/2025

  I have not heard from Superior regarding this complaint. Thank you for continuing to try to contact them regarding this issue.

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

  Customer Answer

  Date: 18/08/2025

  Superior claims the following:

  "Re: Complaint 23623694
  *********************************** ************************************** Telephone ************** Fax **************
  I have read the letter from ****** and at no time did she ask us to give her a quote - before going to her home we told h e r our minimum call out charge was $ 107. My receptionist, *****, does not remember ****** stating that she can't afford a big expense- it was 5 years ago. Abig expense to me is ifwe had toreplace the system then it would cost thousands. We made numerous phone calls, offered to accept payments until ti was paid, offered to reduce the price of the sealant and the most important offer was to return, at no charge, to get the system going - she refused all these
  See attachments (2) - email my office sent on August 24, 2020 and another email from myself dated March 1, 2021- emails explaining everything -we are a fair company and served our community over 50 years and never had a complaint such as this. Iam not sure what else we could have done - she is being unreasonable in my opinion
  If vou have any questions do not hesitate to contact me
  Yours Sincerely ****** ******* ( President)"

  I agreed to the charge for diagnosing the problem, and I have never suggested that I would not pay that.  However, no work was completed on this unit and it continues to be dysfunctional. In the interim I inherited an air conditioning unit that a family member replaced in their home, and I have been using that. I am not paying for a repair that didn't happen, and I certainly will not pay for interest on it. At the time, I told Superior that I could not afford significant repair (I quoted $300). I called them when I was overcharged and nothing had been repaired. They claimed they would have to come again, at additional charge, and I refused which is when they threatened my credit report. Never did Superior offer a reduced price, nor did they do any work involving sealant. Superior is not acting ethically in this matter and in their response which resorts to ad hominem attack, rather than offering resolution. Thank you!

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