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:27/02/2023

  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 called and asked for a quote to fix the fire place. I was told I could take a picture of the fireplace so they could identify the part and send them the picture. Alternatively, I could book a service call and they would send a technician who would provide 30 minutes of labour as well. I inquired about pricing and was told some estimated costs that seemed reasonable. I booked an appointment and the guy came the following week.
  
  He stayed for 9 minutes. He did not diagnose any problem or even attempt to turn it on. He simply took my word for what I thought might be wrong (I am not experienced at all). He mentioned how the fireplace needed some logs adjusted and maybe some cleaning, but did none of these things.
  
  He took a picture and left.
  
  I later receive a bill for almost $200 dollars and was charged an extra fee for additional time. The quote did not include the parts, and had an added $100 “truck” fee. What I thought might cost $400-500 ended up being close to $1000, without anyone ever even properly diagnosing the issue.
  
  I called and complained and was sent a new invoice for $100.
  
  What exactly am I paying $100 for? They came for 9 minutes and took a picture. I could have done that for free. I am a person with disabilities on a low income and I feel completely exploited by this experience. Adding hidden expenses to a quote that I would have turned down if I had been told honestly about is completely ridiculous. I missed work for a 9 minute photograph and totally unreasonable quote.
  
  To summarize:
  I did not get the labour I was charged for.
  I got charged for additional labour I did not get.
  Extra charges were added to the quote that I was not told about when I asked about costs.
  The technician did nothing to diagnose the problem.
  Even though they eventually adjusted the bill, I am still expected to pay $100 for someone to show up and take a picture.
  Though I called late summer, it took until mid winter before I even got an adjusted bill. Way too late.

  

  Business Response

  Date: 29/03/2023

  Hi *******

  I am sorry to hear about your experience was not as
  expected. We try to be as transparent and fair here at Simcoe Muskoka Home Comfort
  as our customer relationships are very important to us. We never want to make
  our customers feel exploited, as we always hope to sort out discrepancies.
  We have passed along your feedback to our team to help
  improve our services.

  Our “truck charge” is a standard call out fee for all
  service work. I apologize if this was not properly explained to you prior to
  your service.
  According to our system, the quote that was sent to you was
  between the range of $400-$500 and we would continue to offer that pricing if
  you are still interested.

  We will honour your request to have the bill removed and
  hope we are able to work with you again in the future.

  Kind regards