ComplaintsforB.C. Furnace & Air Conditioning Ltd.

• Initial Complaint

  13/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My furnace broke on Jan 27/ 2023 night time . I called BC furnace and air conditioning in the morning when i noticed the issue to come in to my house to see if they can resolve the problem. The tech was here only for 20 minutes and he claimed he fixed the issue. No part was changed. He mentioned there was a loose connection that he could fix easily. As soon as he left within one hour we noticed the air blowing from vent is not warm and it is getting cold and furnace has stopped working. I called soon after and requested him to come back to check out the issue. The office said he doesn't have time to come back and they find someone else. No one was available after many calls I made. so they said they will follow up in the morning. I requested to put hold on the transaction until problem resolved. The charged fee was $388. Due to weather conditions (was -6 degrees) being sick with flu as well as my young child who was sick as well , I contacted few more service companies to request to check on my issue . Eventually ***************************** was able to start my furnace temporarily till the required parts get delivered in next coming days. I updated BC furnace to inform them regarding the situation and ask them again for no charge due to not being able to deliver the required Service. This company charged my credit card on Feb 07 for $300 without my permission after asking them few times to cancle the transaction and get their supervisor to talk to me. I am demanding my money back because of their failure to deliver the required service. This is not acceptable to charge a costumer for no service. I am asking your help to follow-up with this issue. Also I called the office on Feb 10 afternoon after I noticed the transaction and mentioned my concerns and the rep on the phone was very rude and he said "do whatever you want" and hung up on me. This is absolutely unacceptable.

  

  Business response

  22/02/2023

  Thank you for taking the time to submit your complaint to the ***. We do need to clarify some important points as there appears to be many claims that steer from the truth. 
  
  ************** was dispatched to the home on Saturday January 28, 2023 and according to our vehicle ******* he was there for 50 minutes not for only *********************** the complaint, he arrived at 12:01pm and left at 12:51pm.
  
  When he got to the furnace, he found the filter was badly blocked and the furnace had overheated, this causes major damage to many components on the furnace.
  
  ************** presented an occupant with an information sheet called BLOCKED FILTER IRREVERSABLE DAMAGE RTL0904, this outlines all the components that suffer damage from a blocked filter.
  
  The technician identified a wire had come loose, he secured it firmly and got the furnace up-and-running, he also performed multiple function tests as he wanted to make sure there were no other immediate problems showing up.
  
  Our minimum charge for after normal business hours is $286.00 plus 5% GST, the fee was never $388.00 as also stated in the complaint.
  
  According to our research, the temperature in *********** on January 28, 2023 had a high of 8 degrees Celsius, and a low of 0 degrees Celsius, not the -6 degrees stated in the complaint.
  
  All of our technicians were fully booked for that day and we were prepared to send a technician the following day to see if we can identify any other issues with the furnace.
  
  According to our manger, during a telephone conversation it was mentioned that the other company showed you how to bypass a switch to temporarily get some heat, furnaces are built with many safety switches and we dont teach customers how to bypass those safety switches. Our manager also mentioned that you said the other couldnt get your furnace running and you have since purchased a new furnace which is a wise move after the badly blocked filter damage.
  
  We feel we did everything by the book, the total fee for our call-out and travel charge plus up to one hour is fully justified under those conditions, however, in our effort to handle this matter amicably we are prepared to reimburse the customer $50.00 if she removes the false claims made against BC Furnace that show up on our ****** reviews. 
  

• Initial Complaint

  29/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  22 NOVEMBER 2021 GOT A NEW FURNACE, SINCE MY OLD FORCED AIR GAS FURNACE STOPPED WORKING. I NOW HAVE A VERY ANEMIC ONE STAGE FAN FURNACE. IT LEAVES MY FLOOR COLD AND MY ROOF WARM. SPOKE TO SALESMAN TWICE NOW WITH MY LIST. ( ONE IS) ( THE COLD FLOOR, ANSWER TURN ON A FAN) RULES AND REGULATIONS. I WOULD LIKE TO HAVE A FORCED AIR GAS FURNACE. ****** ******* ******** ******** *** ***** *** ************ 

  

  Business response

  29/12/2021

  We are so sorry you are not enjoying your new ****** furnace the way millions of others are, the brand we provide is North America's most desirable furnace make. We mostly sell the highest efficient and most expensive model of ****** furnaces, unfortunately in your case you did opt for the least expensive ****** model. However, the model you chose is not much different than your old furnace except for the fact that it is more efficient. After speaking with the estimator, he said he had advised you to have a ceiling fan installed and consider up-grading your single pane window and put some insulation in your attic to create a more comfortable environment. We cannot stop the heat from rising and making your floor feel cold but the estimator also recommend for you to think about running your new furnace fan continuously to help create a more even temperature throughout your home.

*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. ↩