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Complaint Details
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Initial Complaint
29/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Kirkstone Heating, ******* ** *** ******** **** ***** *********, this company coming and going to our place since last January. Their technicians do not have enough knowledge and I do not know how they got their business licence. They asked us to what to do. First, when I called this company I explained that we have a 6 months old baby and we need our fireplace to fix because of cold weather. They send Harvey (a company technician). In the first visit, he charged us for $156.45 then he said he will order an item. After 1 month, he came back to replace the item. He said that the company ordered a wrong one. He did this game to us more than 3 times. One time when he came to fix the problem, I asked a question. He shouted at me and left the house. Then he called police to come back for his tools. * **** ************** Even I called the company and talked to the manager (James). But nothing was changed. The company changed technician. Tony, other company technician, came to our place without any knowledge of our case. And he just asked questions to know what it’s going on. He did not even have tools with him. At the end, he said company can’t find our fireplace problem and we can go for another company. Now we need to restart with another company to fix our fireplace. We need our money ($156.45) back from KIrkstone Heating to pay for a new repaired fireplace company. However, we payed over $700.00 to Bc Hydro to warm up our place because we had not our fireplace and we have a baby. This company just played with us and they wasted our time and our money. Our family need help. I would appreciate it if you reply us as soon as possible. ********* ***** *******
Business response
08/04/2022
To whom it may concern,
We initially sent a technician to provide a diagnosis of the fireplace. They assumed that the gas valve and module need replacement. We spent over $900 worth of parts and gave them to the client. The fireplace did not work after replacing the parts, we do not know what the issue. We did not charge the clients for these parts, and we did not take them back. The client was given a free gas valve and module.
Best Regards,
James
Customer response
13/04/2022
Complaint: ********
I am rejecting this response because:Basically we called another company. The technician came and he fixed my fire place in the same day in about 1hours. So I was super frustrated because with a 6 months old baby I had a cold and expensive winter. Because I trusted Kirkstone Heating Ltd. company and they came and left more than three months. At the end they just said me that they cannot fix the fireplace. I paid over $700.00 for hydro because I needed to warm up my place for my baby. This company said that they changed about $900.00 worth of parts which they never did. * **** *** ***** ********** ******* *********** ** ** **** **** **** ******* ******* **** ******* **** * **** **** **** *** *** ****** ** ***** ******* ** ** *** ** *** **** *** * *******. In addition, James (the manager) sent me an e-mail that he will refund my service charge bill ($156.00) in 2 or 3 weeks. Because he said he is in USA. I have not received any refund yet.
Sincerely,
***** *******Business response
25/04/2022
Hey ******,We have resolved the customers complaint and have provided them a full refund (see image below).Best Regards,James
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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