Business ProfileforKirkfield Heating & Air Conditioning Ltd.

** *** ** ****** ****** ******** ** ** * ***********, * ** ********* ********* * ******** ** ********* ** ********* ****** ** *** *** **** *** ** ******** ****** ** *** *** ***** I am sending you this email to complain against Kirkfield Heating and Air Conditioning for the following reasons: 1) defective heat pump (run only for 2 days) - contractor keeps on coming back for repair twice or trice a week for a month but never provide any details or written record of items and services they use to correct the defects. 2) installed back up heater was poorly designed and not having a capacity to sufficiently heat the whole house. 3) humidifier not supplied and not installed - Kirkfield claiming that it is not included in the quotation/scope of work. 4) Demolition work for existing gas furnace was not completed as existing pipe (a pipe that support air to existing gas furnace) left open and still drawing air from outside. 5) Tricky specification. In December 5, 2022 Kirkfield started the demolition of my existing gas furnace and installed the new set of all electric heating system (Heat pump with back up heater) The following day December 6, 2022 I was asked to sign two different papers in my house and to pay the amount of CAD $****** as the operation manager is reminding me that the agreement is Cash On Delivery and the work will be done between 2:00pm to 3:00pm. (****** *** ********** ****** *). In the evening, I have noticed that I was given a copy of the receipt with my signature and I was wondering what could be the content of the other paper that I have signed where the copy was not given to me. I really don't mind during that time until I have realized only now that I should have asked for a copy of the other piece of paper that I have signed. After a day or two I have noticed that the heat pump is running non stop and has never ever reached the set temperature. I called for a service immediately as I am worrying about the sound of the motor being louder as compared to previous day. They where able to reply the following day and I was given only half an hour notice. I was able to arrive home in the said given time but the service arrived 4 hours late. This chaotic scheduling is happening twice or trice a week from December 8 to January 4 which gives me a lot of frustrations because I have no idea when will the unit be fixed. I remember one time that I asked the operation manager to give me some details of what's going on but instead of answering my question he yelled back and said that I am not suppose to be calling him on his private phone and he should be off from work because he is sick. ***** ******* ** *** ** ***** ********* * ** ********** *** ****** * ***** **** ** ******* ** ** ** ****** ****** * *** **** ** ***** *** ****** * *** *** *** ** *** ********** ******* *** *** ***** **** * ******* ** **** *** **** ** ** ****** Frustration over frustrations happens several times **** ***** ** ****** *** *** ****** *** **** ****** ********. * ** ***** ****** ** ****** **** ** * *** **** *********** ****** **** **** *** ** ********* ** *** Since the heat pump is not running, the electric back up heater is the one we use for a month to heat our house. I have noticed that the back up heater is not giving enough heat on the left side of the house as compared to the right side of the house. I call Lennox Consumer Affair (*** **** ************) and inquired about my intension of returning the whole package because aside from the heat pump not being fixed for a month, the back up heater sizing is poorly designed and doesn't meet the required capacity that will fit our house. The reply is really far from my question as they repeatedly saying there is a 10 year free parts and service and that the design for sizing, installation and repair is the responsibility of their licensed contractors. I requested them to put everything in writing (****** *** ********** ****** *) to make sure that I hear it right. The consumer case number given to me was ********. The ******** reply simply tells about the 10 year warranty and never mentioned about the process of return. Model numbers stated in the reply including the serial numbers are all correct but the consumer case number was changed to *******  I have also mentioned to Kirkfield about the humidifier not being installed and they claimed that it is not included in the package. I am pretty sure it is included because I let them demolish my existing humidifier to give way to the compatible humidifier that they are offering. It is visible that this is included because they put an opening in the ducting system which is clearly intended for the installation of the humidifier. (****** *** ********** ****** *) The demolition work for existing gas furnace was not completed as the pipe that support air to our existing gas furnace was not removed. I ask for its demolition because it is drawing cold air from outside. They claimed that it is not included in the scope of their work. At the moment bundles of rugs were inserted to the pipe (inserted from the outside wall penetration) to block the cold air. (****** *** ********** ****** * *** *) The specification is really tricky. I ordered for an 18 SEER heat pump which I told the contractor that it is the minimum requirement for Canada Greener Home Loan and Grant. In the quotation it was indicated as up to 18 SEER (****** *** ********** ****** *). Later on I was given a task by the Canada Greener Home Grant to take a photo of the SEER label in the installed unit. ******* *** ********** ****** *). It was then confirmed by the underwriter of Canada Greener Homes Loan Program (****** *** ********** ****** *) that the product is not qualified for a loan as the SEER indicated in the installed unit is 15 to 18 SEER and not 18 SEER. As of now I am financially unstable because the heating cost alone gives us more than four times as compared to our normal utility bills. ****** ***** ** ********** ******* ** *** ** **** **** **** the reading at exactly one month after installation of new unit which is ***** less previous month reading of **** that will give us a consumption of **** kW. The heat pump (cost less energy) is not working and the back up heater that we are using for a month is not labelled as energy star unit aside from it is poorly designed, it doesn't have enough capacity to heat our house. The intension of my appeal is to seek help from your good office to guide me with the smooth processing of the return and refund of the whole package ** * ****** **** **** * ** **** ******* ** *********** ***** **** ******** ******** ** ** ****** *** **** ************* **** ** ***** ** *** *** ******** ******* * ****** ******* **** **** **** ****** *** **** ** **** **** **** ***** ********** * **** ****** ********** ** *** *** *** ** **** ** *** **** ******** ** * ** ** **** **** ** ** ********* ********* Thank you very much. ********* ******** *** ******** **** ********* ** *** *** ****** **** *** ******** ******* ******* *********** ****** **** *** ***** ****** *********** ******* * *** ***