Complaints

• Initial Complaint

  22/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SALES Due to the failure of my furnace, I purchased a furnace from *** on March ****, 2023. Unfortunately, I was booked in for hip replacement surgery on April *** so the furnace would need to be replaced quickly.?I informed the salesman that I wanted a furnace like the one I had which was a mid-efficiency furnace. ?I was not provided with any information on their furnace options nor what was included in their furnace package. He did show me the difference in their heat exchangers verses other furnaces on the market.?I was informed that the sales documentation would be sent by email. Some information was sent but I did not receive the sales invoice.?After several requests I received the sales invoice on July *, 2023. WARRANTY ?When I reviewed the invoice, my furnace was not covered in the *** Warranty. When I brought this matter forward, I received the following responses:On July **, 2023, the Sales Manager stated and I quote As for the lifetime heat exchanger warranty, during that time we were changing furnace models for our Value option and the previous one did not have the lifetime heat exchanger warranty as the model you got does. What I'm thinking happened is the customer package that you received was not fully updated at the time but I will make sure that you get the right one sent to you asap.On August *, 2023 the Vice President sent an email which stated and I quote I will make sure you receive the warranty documents this afternoon. To date, March **, 2024, I have not received the warranty.EXHAUST LOCATION FOR FURNACE ?With a mid-efficiency furnace the exhaust exits through the chimney. However, the salesman ordered a high efficiency furnace which meant that the exhaust would exit through the side wall of the house which I was not informed about. As mention by the Sales Manager there were two venting options; one being out the east wall exiting on my deck and the other out the south side of the house. Either option was included in the installation purchase price. The salesman decided it should be located out the east side of the house. The installation gentleman installed the * pipe * feet to the south of my back door on my deck and it sticks straight out ** from the house. It, is located approximately * feet from my table and chairs and sits under my kitchen window. I was very upset when I was shown the location of the exhaust. After my surgery I met with the salesman and the service manager to find out how they would correct this issue. Option 1 - I was told it would cost me $****** plus gst to run the exhaust pipe 14 feet to the south of the door or Option 2 - they could relocate the exhaust over a storage area in the basement which would exit on the south deck where is there are no windows or door. This option would cost me $1,200.00 plus gst.?I was actually informed by the Sales Manager that there were two options for the location of the exhaust which I have listed above. As I was not informed of this initially, I honestly thought the exhaust would be going up the chimney like it did for a mid-efficiency furnace. ?On July ** 2023 the Sales Manager said and I quote For the placement of the venting, this was the best suited location that would meet code as well as the only feasible location since there was no access in the adjacent room due to a very large amount, of personal belongings. At no time was this issue discussed with me as I would have had the storage cleared for the installation of the exhaust pipe on the south side of the house.?When this matter was brought forward to the ** on August *, 2023 he stated and I quote: In short, there are no viable options for a relocation of venting. Although the first option was approved by the Service and Sales Managers at the cost of $****** he had taken this option of the table. He did not address the Second option for $******** for the exhaust to be vented through the storage room. I again reminded the ** that there is not a door, window or stairs on the upper deck on the south side of the house. A perfect location if I had been asked! However, the ** said the matter was now closed. No matter what was discussed through emails and as he would not call me, he would just say the matter is closed.ISSUES FROM THE FURNANCE EXHAUST ?On April *rd, 2023 I notified the salesman that my back metal screen door was completely frosted over which was due to the location of the exhaust from the furnace. ?I informed the Salesman that depending on the direction of the wind the exhaust goes across my back door and my kitchen window. ?In January of 2024 my metal screen back door was frozen shut which was due to the exhaust from the furnace. On 3 occasions I had to use a hair dryer to defrost my back door so I could open it. This is a safety issue but it does not appear to matter to *** as the exhaust location meets code. ?Depending on the direction of the breeze or wind the exhaust sets off the motion security light so I have not been able to engage the security light as it would be on all night.?The odour and noise from the exhaust is awful.?The exterior seal of the exhaust pipe is coming apart from the house.?Due to this issue, I informed *** that I would not call the *************** for an inspection and permit as I wanted the exhaust relocated completed before the inspection.As a senior citizen it was upsetting news that my furnace had to be replaced but to be undermined by ************************* the ** of *** Furnace and Air Conditioning it made matters even worse. This issues need to be addressed by *** and at their cost.

  Business response

  22/03/2024

  We arrived on March **, 2023 for a furnace estimate and installed the furnace the next day to accomodate the clients medical needs.

  
  Mid-efficiency furnace are no longer allowed. It is ilegal to install as they emit toxins into the atmoshpere. Only high efficienty furnaces can be installed now. This is why we did not provide any mid efficieny optoions. *** is correct the invoice sent on the day of installation bounced back. On July * 2023 we resent her the invoice along with a signed venting agreement and her customer package which outlines all thats involved including the warranty (please note page 6 on the customer package for the warranty. Her model number is first on the list ******) with her model number included (all documentation attached). 

  
  Customer had a very full mechanical room/ basment which presented a severe challange for installation. Our estimator *** went above and beyond to clear the agreed upon route as she was elderly and had medical issues to prevent her from having these items moved (pictures attached). He recalls her hugging and thanking him for this act of kindness. 

  
  *** did contact JPS Furnace about the venting and we did give her some possible options of relocating. We would no take on the cost of this as the venting is to code and we had a signed agreement as to where it would be prior to installation. If *** would like this all chnaged she would have to encure the cost for this. (photos of exhust and location attachced) 

  
  We asked Pat to complete her city inspection so the city could confirm this was the best route and adheres to city codes and regulations. This is a requirement for all furnace installations. She denied this request. 

   

  Customer response

  27/03/2024

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

  Customer response

  28/03/2024

  I have attached my response to the business.  If there is a problem retrieving this information please contact me at ************ or *******************.

  Please note that when I copied the business response it converted to the original document that was sent in by the business.  Not the document that is on your site that had been edited.

  Thank you

  *****************

  Business response

  04/04/2024

  Good Mornign *** & BBB Representative. 

  I have attached the venting agreement signed by *** acknowledging her agreement to the placement of the venting.

  I have attached the customer package outlining the warranty, terms and conditions. All documentation around the furnace installation. 

  Also attached is the invoice outlining the installation and at the bottom Pat signed the acknowledgment stating;

  CUSTOMER ACKNOWLEDGEMENT

  I find and agree that all work performed by JPS Furnace & Air Conditioning has been completed in a satisfactory and
  workmanlike manner. I have been given the opportunity to address concerns and/or discrepancies in the work provided, and
  I either have no such concerns or have found no discrepancies or they have been addressed to my satisfaction. My signature
  here signifies my full and final acceptance of all work performed by JPS Furnace & Air Conditioning Ltd.

  This furnace is functioning correctly, installed in accordance with city code regulations. Any requested changes are purely based on personal preference.

  Thank you, 

  ******************************;

   

  Customer response

  09/04/2024

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

• Initial Complaint

  26/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On February ** we contacted JPS Furnace and AC to help with one of my broken furnaces. The expectation was that they would diagnose the problem and provide a quotation for the repair. On their website it states "proper estimate that you can count on" and "Get your furnace serviced with fully transparent pricing." The technician came and diagnosed the problem in a professional manner. The quotation for the repair was $***** but only provided as a one line estimate (no breakdown on parts and labor costs or hours). Additionally to accept the quotation JPS states in their aggreement that "I understand that the final cost of the work may differ from the estimate, perhaps materially. THIS IS NOT A GUARANTEE OF THE FINAL PRICE OF WORK TO BE PERFORMED. I agree and authorize the work as summarized on these estimated terms, and I agree to pay the full amount for all work performed."With the statements on their website and the bolded statement of acceptance of their quote I think that it is reasonable to expect for transparency and to make informed consent I requested details of the quotation into material and labour costs and hours. I contacted the office who got me in touch with the original technician the next day. However he was not able or willing to provide any details of the quotation but rather directed me to talk to ***** or **** in the office.I e-mailed the office twice with their admin indicating that they will pass along the request. In the past * weeks later I have not received a response.My resolution I would like a detailed breakdown of the quoted repair work as I think it is reasonable expectation to request based on their website. Or refund of my original service fee as I do not belive that they met their websites statements

  Business response

  26/02/2024

  Hello ***; Thank you for sharing your concerns. The refund should appear on your card in the next few days. In cases where we do work after hours or are unable to get a hold of the parts supplier,  the cost of goods is not always available to the technician.  Parts cost do fluctuate without notice and creating estimates when we are unable to verify parts cost can be difficult to do. Hence, the clause "I understand that the final cost of the work *** differ from the estimate, perhaps materially." , Integrity is something we value, so any deviation from the price quoted would be given prior to doing work, and the acknowledgement of the change in price allow you the opportunity to reconsider. THIS IS NOT A GUARANTEE OF THE FINAL PRICE OF WORK TO BE PERFORMED, makes the customer aware the repair *** cost more if there are issues beyond the anticipated fix. We can consider appropriate agreement modifications that *** speak into these issues with more clarity .Our estimates are 100% transparent. Our rates are fair and reflect the value of service we offer. The quote is what you pay. Understandably, the exception of unknowns that arise between the quote and the job being started, such as product cost increases, or any other issues that arise not related to the scope of the work quoted  there will be differing costs. I reiterate - the customer is notified and has the option to reconsider or approve the new estimate. Our prices includes the repair part and full warranty on the part (unless otherwise noted) as well as other overhead costs of running a business - the expertise of a trained technician and his/her pay, vehicle maintenance and operation costs, tools cost, administration and office costs.  Our customers also have the added value of knowing that we do not operate as a fly-by-night company which will not be accountable for our work. We appreciate your time and understanding.  I can be reached at ************ for any other inquires you *** have. 

  Business response

  27/02/2024

  To whom it may concern; 

  After reviewing this complaint, we feel that the question of whether our pricing is transparent is not warranted. Our estimates are reasonable and fair for the service. We also do not do any work unless the customer agrees to the final estimate if any changes are necessary, as explained in my response to the customer. We would like this complaint removed off our file. 

  With appreciation; 

  **************************************** Manager 

  Customer response

  28/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was one of my options for resolution I proposed (provide refund).

  I find it interesting the amount of resistance JSP has put into not providing a detailed cost estimate.  Regardless of the reasons they only provided a one line breakdown of the costs.  I do not find this practice transparent for anyone to make an informed consensual decision on repairs especially costly ones.

  Reviewing the BBB mission "Setting standards for marketplace trust" I would suggest that transparent cost estimates be one of the standards BBB implements as requirement to have good standing with the BBB.

  
  Sincerely,
  
  *****************

• Initial Complaint

  18/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Furnace ***************** September ***, 2023 After the cleaning tech says that there is a reverse polarity and the Heat doesn't work but the ** works.JPS Furnace Technician, who conducted the cleaning, said to homeowners that everything was working correctly before starting the work. He tried switching the wiring but this didn't yield positive results.Tech filed out a form to dispatch a tech Four days passed before I received a call from JPS to schedule a technician.Contacted JPS Furnace on September ***, 2023 and a technician was dispatched.Tech identified reverse polarity and a faulty relay on the furnace control board.Rough quote of about $**** for a new control board.The service provider suggests that the age of the furnace (20 years) and possible power issues due to prior part changes may be contributing factors.Offered a 1-year JCC membership and a **% discount on quoted repair.Homeowners seeking liability from JPS to fully replace the board to restore proper functioning of the heating system without undue financial burden.Sent a complaint email through there contact us page on their website.

  Business response

  20/09/2023

  The disagreement is all centered around who is at fault for the faulty control board.  And JPS contends that we are not responsible for the faulty control board and here is our reasoning.  JPS was called out to do maintenance on the ** and not the furnace.  JPS never touched the furnace until it was time to cycle on the **.  The ** is a separate system to the furnace and only the air movement system of the furnace is ever used in conjunction with the **. 
  Once completing our maintenance of the ** and going to turn on the furnace to test it, did we find a problem with the furnace.  The Furnace is a *******, and we found an open ignitor sitting beside the furnace. A wrongly installed ignitor on a ******* can blow a furnace board.  Many customers try and save money on small minor service repairs and try and fix things themselves.  We believe that this is the case as we never touched the furnace but are being asked to assume liability which we will not.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 28, 2022, a JPS technician visited our home. He was here ***** minutes. He "diagnosed" the problem as being two things. The furnace needed a replacement fan motor and an "EMC" circuit board. The technician did not determine which was faulty but, intuitively, it wouldn't be both. The price to replace the two items came out to just over half of the cost of a new furnace. The technician strongly urged my spouse to consider replacing the whole furnace. One factor he said was that the replacement parts were likely to fail in a year or two anyway. ** ****** ***** ** *** *** ***** *********** ***** **** **** ******** ** **** ************ ** ****** *** **** **** *** ******* ********** **** *** ****** ******* ** *** ******* **** *** *** ** ******** *** ****** *** ******* *** ** * **** ** **** ** * *** ******** As we have 2 furnaces, so logically we would replace both simultaneously.We were charged $190 +GST for the service/sales call.My spouse relayed her experiences and impressions to me. I called JPS early the same afternoon and asked to speak to the service manager. I got the service receptionist. I explained our difficulty with the process. She was understanding but had no authority to act. The service manager would call me back. He called me on Friday afternoon. After explaining the situation (again) he said he would send out a "senior technician" to re-diagnose the problem. Someone would call us to set up the appointment. They called May 3.Discussing this with my spouse, the simple fact of the matter was that we no longer trusted JPS to give us an honest, full diagnostic of the problem. I relayed this to the booking receptionist and, because the diagnoses that was performed was so useless and really just a sales gimmick, we did not receive any value for the $190 service call. I requested that the $190 be refunded. I was told that that a refund was against their policy and that the best they would do is send out the senior technician.

  Business response

  06/05/2022

  When JPS received the complaint, the Service Manager called to discuss the clients concerns.  *********** manager politely listened to the customer for over 20 minutes to make sure that he understood the situation based on the customers concerns.  When dealing with the customers concern, the person the service manager was speaking to was the Husband who wasn't home at the time we were conducting the service call.  During the discussion with the client, the only concern JPS could determine, was that the customer "thought" by their logic, that we didn't do a thorough or proper diagnostic.  There was no evidence to the contrary, it was just their "opinion" that it wasn't done right.  JPS stands behind the diagnostic, but we realize that we didn't properly build "trust" and "value" with the customer to have them be confident in our diagnostic.  It was mentioned that we believe the diagnostic to be correct but that he didn't have "confidence in our diagnostic". JPS is and was willing to send out a senior service tech to go back through the diagnostic to explain exactly why we are recommending the repair that we are.   The customer agreed to us returning to review the job.  *********** Manager call took place late Friday afternoon. When we called back to schedule the call early Monday morning, they changed their mind and said that they wouldn't have us back out and wanted the refund.  Due to the fact that it was only an opinion that we had made an error and there was no evidence to the contrary, JPS is not willing to reimburse the original service call that was for the Travel/Dispatch and Diagnosis.  They have the right not to choose our services but we reserve the right to be compensated for our time and services. Both furnaces are over 20 years old and the repair would have been costly, so the option to replace the furnace is a prudent suggestion in our estimation as the other parts in the furnace have the same opportunity to fail as the current parts that are failing.

  Customer response

  06/05/2022

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

  There is now evidence to the contrary. Another company looked at the problem. Only the motor needs replacement. This saved us the cost of the circuit board not to mention the cost to replace the furnace, which is what the technician was recommending. As JPS is saying that it is standing behind the original diagnostic, what would have been gained by having a Senior Technician come out and look at the furnace? It was always intended that the Senior Technician was to conclude the same as the original technician. JPS response says "JPS is and was willing to send out a senior service tech to go back through the diagnostic to explain exactly why we are recommending the repair that we are." In other words, affirming the junior technician's work and part replacement recommendations was a foregone conclusion. Given what we now know,the Senior Technician would be wrong too. And JPS wonders why we have trust issues with their business? Saying that the complaint is from the husband who was not there is disingenuous. If a complaint from the spouse who was there is required, please advise. However, the narrative as to what was said, what was done and what was not done will not change at all. We appreciate that JPS is a business and that it has the right to be compensated for its services but, there were no real services provided. What we received was "When a furnace stops blowing air it most often will be the fan motor or the circuit board - so replace those and, because of our replacement part and labour costs and the scant 1 year warranty, you should just buy a new furnace." Our objection is based on: Which is it? JPS had no clue. We further object to the strong sales pitch towards a replacement furnace. Add to that the now-apparent attempt to sell parts that we did not need, we respectfully submit that this is a unique case where it is appropriate that a refund be issued.
  
  Sincerely,
  
  ** *****

  Business response

  09/05/2022

  We respect the client's right to choose another service provider for their repairs.  They didn't like our diagnostic and chose to go in another direction, that is fair.  For them to determine if we did a proper diagnostic is beyond their scope.  Even having another company give a different diagnostic doesn't make the other company's diagnostic necessarily correct and ours wrong.  There are many ways to "band-aid" a proper repair so that the customer pays less and then say "this other company was trying to rip you off."  It is our regret that we didn't earn the trust of the client like we have for 1000's of other clients. It is regrettable.  JPS would have been happy to come out and provide a second diagnostic for the customer and earn their business.  The original diagnostic wasn't performed by a junior technician, that was never said or implied.  The original diagnostic was completed by a 4th year journeyman, but we were happy to provide another senior service tech to verify the diagnosis at no cost.   The customer chose not to have us back which is their prerogative, but we will not be refunding the money due to an opinion that isn't founded on experience or fact.  They wouldn't allow us to win back there ************** not do business with us in the future. We consider the matter closed as the diagnostic fee is discussed and understood at the time of booking the call with us and the service is not dependent on whether they agree with the diagnostic or not.  It is owed for the service provided.
  

  Customer response

  15/05/2022

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

  We emphatically deny that at the time that the call was booked there was any mention or discussion that the service is or is not dependent of whether or not we agree with the diagnostic. Our position is that JPS' diagnostic was superficial, required the purchase of unnecessary and expensive parts, was a thinly veiled blatant sales push to get *** ****** ****** **** ** * ****** ******** to buy a new furnace (2 in this case) and was intuitively wrong - a conclusion that was verified by fact. That is not what we bargained for. For JPS to say that it is beyond our scope to conclude that the diagnostic was intuitively incorrect is like saying that, it is beyond the scope of a driver to question or be sceptical when his mechanic tells him his car needs to be replaced when all he was concerned about is engine trouble. JPS has concluded that, without considering the contrary, their diagnostic is necessarily correct and the other company's solution is a band-aid. Again, JPS plays on semantics rather than to substance. JPS introduced the senior technician concept. Logically, unless the original technician has more years of experience, he would be junior to the senior technician. Reading JPS' responses it would now be the task of the senior technician to come out and convince us that the first technician's diagnosis was correct,JPS' technicians are infallible and that the diagnosis we have from the other company is wrong or is a band-aid solution. JPS repeats that they consider this matter closed. This suggests that throughout this entire BBB exercise JPS does not want to consider or propose a fair and reasonable resolution. Again, how can JPS expect us to trust them with this approach? To show our willingness to settle this ugly dispute, we are willing to split the difference with JPS. Is JPS willing to step up?
  
  Sincerely,
  
  ** *****

*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. ↩