Complaints

This profile includes complaints for Simply Smart Home Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Simply Smart Home Inc

  7250 Keele St Unit 94 & 95 Vaughan, ON L4K 1Z8

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  Simply Smart Home Inc

  1010 - 2225 Sheppard Ave North York, ON M2J 5C2

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:12/09/2022

  Type:Order 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.

  We pay $50/month to Simply Smart for a furnace/ac/plumbing protection plan. Our furnace was red-tagged by ******** Gas as carbon monoxide emissions were too high. We called Simply Smart to have them come out and investigate why this was happening. It took several calls to get an appointment scheduled. We finally get an appointment (one month later, I might add) and the technician didn't show up. Again, after several calls, we finally got a technician scheduled. He shows up, takes the cover off the furnace and says it's most likely the heat exchanger and recommends we get a new furnace. We asked him how he knows that it's the heat exchanger as he didn't take the furnace apart to investigate. He said he has no way of knowing for sure unless he takes the furnace apart and that would take hours. That's what we pay $50/month for so we expected him to investigate further. Unfortunately that didn't happen and we were told to order a new furnace or order a new heat exchanger and they would charge us $1,000.00 to put a new heat exchanger in. The technician also added that this may not be the problem or may not solve the issue.
  Basically, we feel we've been paying $50/month for four years for a service that we are not getting and we could have done ourselves. We have called Simply Smart to ask to get out of the contract on three different occasions and each time, the response is we need to pay out the balance remaining on the contract. (On three different occasions, they've told us different amounts remaining on the contract). We refuse to pay out the balance of the contract. We aren't asking for a refund, which we should be as we are not getting the service we paid for. We are simply asking to get out of the contract immediately with no further cost to us.

  Business Response

  Date: 15/09/2022

  Dear **** *********,

  We are sorry to hear about your experience and we want to ensure to we came come to amicable resolution, our Billing Department manager will be in touch with you shortly to resolve your concerns.

  Customer Answer

  Date: 15/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had asked to speak to the billing department manager a few weeks ago and was told they would be in touch.  They never did get in touch with me.  This seems to be a standard response.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 19/09/2022

  Dear **** *********, our customer's satisfaction is our main concern and we want to ensure we come to amicable resolution 

  Our records indicate that our Billing Department  Manager reached out to you last Thursday, September 15 and provided few option for you to review with your family. We believe we were able to resolve your complaint  today to your satisfaction.  Please feel free to reach out to us if you have any other issues or concerns