Complaints

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• Initial Complaint

  Date:18/10/2023

  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.

  In early June 2023 I purchased an air conditioning Unit from Convertible Heating and Air Conditioning Inc, which was installed on June 29, 2023. Three weeks after the installation of the unit I noticed the top grill of the air conditioning unit and the shut off box on the wall were rusted. The side rad cover was very lopsided and the *******’s name was not affixed unto the unit. I telephone the office of Convertible Heating and Air Conditioning Inc, to speak to the owner of the company, the person who answered the phone identified himself as Christopher A. and said he was one of the owners, I told him the problem I was having with the air conditioning unit, as stated above, he said he will look after the problem and he told me to send him pictures of the unit, which I did. Later I received an email from Christopher A saying “I’m going to forward them to my ******* Representative and see if I can get authorization for a warranty repair”. Few days later Christopher A. contacted me informing me that the repairs were approved, I told him I am not in agreement with that decision, and that was unacceptable to me, the unit was only THREE WEEKS not THREE YEARS OLD, I think this unit have major defects. I saw some of the defects in a few weeks and they can be more defects that are unseen, I want this unit remove and replace with a new unit. After numerous emails to Christopher A. voicing my frustration, I reminded him that I paid a substantial amount of money ($3,644.25) for this air conditioning unit, and the reason I invested in a new unit was for my peace of mind, I never expected to have problems so soon after the unit was installed. Christopher A. sent me the name of the *******’s Representative Reza Z. I reached out by email to Reza Z. on August 15, 2023, to the present date I have not receive a response.

  Business Response

  Date: 06/11/2023

  ******, my brother Christopher has been working with you for quite some time to resolve this matter. We have been nothing but helpful and responsive every time. You will note that in the many emails from Chris to you. * ***** ** ****** **** ** **** ***** *** **** **** *** ***** **** *** *** ** ******.  We agree that having a new air conditioner with some surface rust on the top and beside is abnormal. But it does not mean the unit is defective in anyway, as you know, it is working perfectly. ******* has already approved the top piece and the side piece are ready for replacement under warranty. We have been waiting for some time to come and do that for you which would then solve your problem. Also, your complaint of a rusted box on the wall is completely off base and has nothing to do with our AC or our contract at all. That is your existing electrical shut off box, by your electrician. We were not contracted to change any of the electrical. We were only there to replace the air conditioner condenser and evaporator coil. However, my brother later offered -for free-  to replace that electrical box for you. You had also claimed that this unit might be used, which also was a false claim. We’ve provided you the serial number to show you it was just manufactured prior to your installation. It was brand new out of the box. And your request for a new unit is unfounded. It’s just like when you buy a car, if there is minor rust, or a scratch  on it, they repair or replace the part, they don’t just give you a new car. It is the same with HVAC equipment. This is simply a case of minor surface rust that would literally be replaced with brand new pieces that will now eliminate any rust from the unit. All other parts are perfectly fine. And lastly, your request for a refund is also unfounded, since we have already spent our own money installing it, and we have spent our own money purchasing all of the equipment from *******, which they will not refund us. We have fulfilled our contractual obligation and done an excellent installation for you as well. Please let us know if you would like us to come and do this for you as we have been waiting months to do so. Thank you Marnie A***** president.

  Customer Answer

  Date: 16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Marnie,
  It seems to me that you are portraying me to Better Business Bureau as a difficulty and uncooperative person.  In fact, I am very dissatisfied, frustrated and disappointed with your company *********** ******* *** *** ************.
  
  Yes, Christopher and I emailed either other several times. (There is a way you could upload his emails to the form if it is to large a file. That is beside the point.) However, I was very concerned with the method he suggested to resolve this problem I was not in agreement with it and I am still not.  This is why I reached out to Better Business Bureau.
  
  You are not understanding my point of view. I am not prepared to live my life every day thinking about what other parts I will have to change on the AC when my warranty expires. I need to have peace of mind, which  is why I purchased a new AC unit. It seems you guys just have one option to resolve this issue.  I have to reiterate myself that this new air conditioner was only THREE WEEKS when this problem occurred  and I think it was too soon to use a warranty to replaced all those parts.  I quote you as saying “that having a new air conditioner with some surface rust on the top and beside is abnormal. But it does not mean the unit is defective in anyway, as you know, it is working perfectly”.   Can you prove to me 100% that this unit is not defective? 
  
  
  I quote you again as saying “Also, your complaint of a rusted box on the wall is completely off base and has nothing to do with our AC or contract at all. That is your existing electrical shut off box, by your electrician. We were not contracted to change any of the electrical. We were only there to replace the air conditioner condenser and evaporator coil”.  
  
  
  I never had a shut-off box on the wall before, so what you said about the shut-off box “is completely off base”, I have to inform you that your statement is NOT TRUE, your technician was the person who installed that shut-off box on the wall, Additionally Christopher never offered -for free- to replace that electrical box, please check your facts before you come across so rude.  I do not expect anything -for free- I always pay for what ever I NEED.
  
  
  Back in June 2023 I wanted to purchase a high efficiency AC to be compatible with my high efficiency furnace, I always choose the top of the line products, and I thought this was what Micheal Edwards sold me, this AC unit is surly not.  Yes, I understand it is a new AC which seems to be the bottom end AC which ******* manufacture, for ******* Enterprise, the materials are of very poor quality, the unit was poorly assembled.  That is not the high standard which *******’s name represents and ******* should stand behind all their products. I also heard a 13 sheer AC unit is the least that Canada approve and they will be phase out soon.
  
  
  Your scenario about buying a car is unfounded and totally not relevant to purchasing this air conditioner. I think I was sold a defective AC unit. I quote you again as saying “This is simply a case of minor surface rust that would literally be replaced with brand new pieces that will now eliminate any rust from the unit.  All other parts are perfectly fine”.  You are just assuming that the other parts are perfectly fine.  Do you known that for sure? So why were those other parts you want to replace defective?  I am not prepared to take that chance to keep this AC unit.  I need it remove.  I need you to refund me my money.
  
  
  A BANK DRAFT FOR THE FULL AMOUNT OF $3,644.25 WAS MAKE PAYABLE to your company on the day the job was completed, just let me remind you of that.  I did not do financing through your company, I wish I did, because I would not be having this dispute with you.  So do not tell me this foolishness about you spent your own money installing it, and spent your own money purchasing the equipment from *******.  So what about my money? Let us be serious.  
  
  
  Christopher gave me the name Reza Zohori who is the representative for ******* Enterprise. I personally reached out to Reza by email on Tuesday August 15, 2023, at 2:46 pm, and to the present date I have received no reply.  You said you were waiting months on me, I have been waiting months on Reza as well.
  
  
  You said you have fulfilled your contractual obligation and done an excellent installation for me as well, However, I do not think the installation was excellent because the AC unit was not placed level on the patio stone, and  the AC unit did not have the *******’s name affixed to the unit also the booklet does not have the *******’s name, when I realized that I called the sales representative Michael Edwards. His reply was, “this is how the unit came from the dealer”. I was very upset and called *********** ******* *** *** ************ to speak with the owner, Christopher answered the phone and said he was the owner, I told Christopher what Michael Edwards told me, Christopher said Michael should not have told me that. Christopher also told me the name fell off of the AC unit these are conflicting stories where someone is not telling the truth, a few days later a name tag came in the mail for me. Which made me feel very disrespected.
  
  
  Also, I told Michael Edwards when I gave technician the bank draft for the full amount of $3,644.25,  I asked him for my receipt he said they do not give receipts, and the contract was my receipt. I never heard that before. Micheal Edwards said the office will mail out a receipt to me which never came.
  
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 30/11/2023

  ******, thank you for your response, I truly appreciate your concern and respect everything you’ve brought to my attention.
  I actually had to re-read my initial response, because I was really surprised to hear your comments that you thought I was portraying you as a complainer to the BBB. 
  I apologize if it made you feel that way, I truly did not have that intention in the slightest. I really did not. 
  I did not use any personal language or use any negative connotations to you personally, I absolutely would never do that.
  I was simply and matter-of-factly relaying the details of the situation in response to your itemized complaint. 
  This is not personal, I only want the best for our you which is why my family has been in the same business successfully for almost 60 years. My parents started this company for their childrens’ and their communities’ mutual benefit. 
  
  We treat people well and we listen when there’s a problem, we don’t run away, we don’t *** and we don’t cheat anybody. 
  
  This is why my brother Christopher was working with you for so long to try and resolve it. Then you disappeared, but still while enjoying nice cooling. 
  I want to note for the record that you’ve never once had a cooling problem. The system is working perfectly, and we have never received any calls for service.
  Furthermore to your comments, regarding the price you paid, which is irrelevant to the matter at hand, but I will address it since you mentioned it. 
  Here’s the breakdown of your invoice total: 
  13%  is HST paid to the government 
  40% is the cost of the equipment 
  35% is the cost we pay our workers to do the installation 
  12% is profit (which doesn’t all go to profit, it goes to paying our bills, our gasoline, our insurance, WSIB, office staff payroll  etc)
  Please don’t think we’re sitting on thousands of dollars from you as if it was an unfair exchange. 
  We showed up and did an excellent job. The only thing that went wrong was the ******* unit was missing the label, which can happen since they literally just snap on; and a piece of the grill had some surface rust. 
  ******* has authorized the new piece for replacement and we have the label in our warehouse.
  This is not a situation where a new unit would be provided.
  The only time a new unit is authorized by the manufacturer is when the unit is completely defective and non-functional.
  Your unit is in good working order, as tested by our technicians and we have inspected it and there is no other rust. 
  The only problem is some surface rust on the outside grill, which is a separate piece that would be replaced completely. We would also replace the disconnect switch as well.
  Thus rendering zero rust left anywhere.
  We offered, and still remain ready to do this anytime.
  This is why a new unit was not approved by *******. 
  We asked them, but they declined.
  Lastly, if your concern is: what if another part has rust on it?
  We have already checked it, and the answer is no -there is no rust anywhere else.
  Furthermore, to show my commitment to your happiness and peace of mind - I have asked ******* to do something special for you. 
  I have asked them to purchase, at their own expense, at a cost of $799+ tax (USD funds) to purchase extended warranty for you. 
  This gives you the 
  ******* MANUFACTURER EXTENDED LABOUR 
  10 YEAR parts and labour 
  FACTORY  warranty for you for 
  
  FREE
  
  And good news, they have approved it!
  
  But the opportunity to purchase this extended warranty expires at six months following the installation.
  Your installation date was June 29 therefore we only have until December 29 to purchase it
  Therefore, I would need a decision  no later than December 15 to give us time to process the payment to ******* corporate in the US. 
  
  I think this is a very good resolution as it addresses your concern of any problems coming up. 
  Please let me know what you decide. We look forward to a resolution to this matter. 
  Sincerely, 
  Marnie A.
  general manager 
  president 

  Customer Answer

  Date: 13/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Marnie
  There are many things I can reply to you regarding your last response, which were said numerous times.  Your company’s intention is to take the cheapest and the best option for you to resolve this problem. 
  
  Your company should have removed this ******* low end defected AC unit, which would have been the right thing to do.  Previously you admitted that it is abnormal for a AC unit of only three weeks to be rusted, also to replace the other parts.  I feel I am getting the run around and not much has been accomplish. 
  
  Therefore, to retain my sanity and my peace of mind.  I hired a reputable large heating and air conditioning company to come into my home and remove the exiting ******* low end defective Air Conditioning unit, shut off box, the basic thermostat and the coil from my furnace room which your company installed.   Per my request the technicians placed AC unit and other parts in my garage. 
  The present company set up an appointment at my convenience, their sales representative came to my home he was very professional and explained in full details the different brands of products they carry and I was given the opportunity to select my product, I chose a ******* high efficiency unit which has a smart thermostat, at which time he schedule an installation date.  
  
  After the installation was done, I checked to see if the *******’s name was place on the unit, which was secretly attached and impossible to fall off. 
  (unlike your company you all claimed the ******* name tag on the AC unit which you installed fell off)       
  
  To my astonishment, on Thursday June 29, 2023 at 8:15 a.m two men showed up at my home and identified themselves as employees of *********** ******* *** *** ************ Inc, they inform me they were here to install my AC unit. I told them their company did not notified me of this. Against my better judgment I gave them permission to proceed with the installation. 
  
  My decision still stands I NEED MY MONEY BACK.
  
  I am satisfied with the purchase of my new ******* high efficiency unit, all I every wanted is to have peace of mind. 
  On the other hand I am still very annoyed that in less that 6 months again I had to pay out a substantial amount of money because your company’s AC unit was of poor quality and low end, this should not have occurred. 
  
  Thank you.
  Sincerely,
  ****** *******