Complaints

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I left full details in a review as well. Currently 3 months into working with Pioneer Plumbing and Heating. I have been dealing with ****** and ******************* and ***** and ****** from the office. While they have always been friendly, the work is beyond terrible.It took 2.5 months to get the hot water working as of today, they've quoted me another 3 weeks to fix the *** which will be just shy of 4 months. Total cost now is going to be over $15,000 despite the fact that a new unit was going to be $12,000. They've constantly forgotten to order parts, ordered the wrong parts and mis-diagnosed the issue. When they first fixed the hot water, it only worked for a day; apparently the plumber had left so much debris in the pipes that they stopped working and he had to come back to clear them (who knows what other damage that could have done as the water flowed for a whole day pushing some of that who knows where).The original repair, which I paid over $5000 for, the technicians told me after the fact that the original part was actually broken. So they still replaced it and charged me for it even though they knew at the time that it wasn't needed. No apologies or explanations, just more bills sent.

  

  Business response

  18/09/2024

  Hi *****, 

  I sincerely apologize for the delay and stress dealing with this situation. Its been brought to my attention that our managers are on this case to work with you to resolve it fully, and may have been resolved already? If anything changes or you need my help, please email me at ********************************************************** I will work with you to your satisfaction. 

  Customer response

  19/09/2024

   
  Better Business Bureau:
  

  ******, the owner of Pioneer, worked with me to resolve this issue.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  25/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Backflow test for restaurant submitted to **************** in Oct 2023. Inspector responded to Pioneer Plumbing that the test was submitted incorrectly. No rectifying done. We have paid $402.08 for service in Nov 2023. Restaurant gets 3rd and final warning. Contacted ******************* could not resolve issue so scheduled appointment on Jan 22, ****. Technician did not show up. Contacted her manager. Says the administrator is on sick leave. Asked to follow up & City inspector provided us until end of this week (Jan 26) or will follow up on water shut off. Manager ********************* says he needs to verify with the administrator since she has been sick and have not come to office since Mon. I have provided *** with correspondence detailing the issues and administrator's decision to redo test at their cost. Requested *** as manager to reschedule and redo test but no response. Left both voicemail and email on Jan 24 at 1:45pm (at this point in writing it is 3:37pm) addressing concern that we are losing valuable time to submit to City on time. We would like the job to be completed. We are unsatisfied w/ level of professionalism and would also request refund in full amount.

  

  Business response

  06/02/2024

  According to the person on our team involved with booking this job- 

  I resubmitted and found that there was a glitch in the system and the info was not saved .. ******** was behind the times in that they did not have an online portal so the process was slower than I would have liked. I made the decision to send ******* back to get the clear and correct info once and for all ..there was a communication error in that he did not attend but was able to clear up the info that we already had with some time to sit down and really take a look. they have now been sent in with correct information. Directly to the city with the owner CCd .. I was away ill so I could not send in the info on Monday but the city has reassured Takaaki that there is no threat of repercussion and that they just want to be kept in the loop.

  The complaint has been resolved via email communication, and the issue about reports not being sent on time has been fixed without any consequences to the business owner. We have offered the customer opportunity for continued discussion and resolution if needed. Thank you. 

   

   

• Initial Complaint

  17/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint regarding our recent transaction with Pioneer Plumbing & Heating Inc. Sometime on Nov 2022, Our heater appliance was not working. I phoned their office to Inquire and agreed to their services knowing it was affordable and they accommodated us to be seen immediately due to it was badly needed at that time because of the bad weather. During the initial visit, the agent was not able to fix the problem. He stated he found the problem but unable to solve it problem on the same day. The following visit came did some work but still the problem was not solve, until two more short visits ( 4 total visits ) I was billed for the total amount of $1,693.44, prior the payment i clarified if it was the total billing and the manager said yes. However after few days I received a call for another billing for the amount of $1,015.39. Our house has a radiant heater and currently there was a portion of the house which is really hot and small portion of the floor has no heater. I felt that I don't have to pay the second bill as it was not totally address the problem and the manager agreed that payment of $1,693.44 I made was the total amount.

  

  Business response

  17/02/2023

  Hi *****,

   

  We are here to look into this and help sort out why this happened. It looks like there was a miscommunication, and one of our office staff mistakenly told you that it was the final invoice. I looked into your account history with us and it looks like all invoices match up properly with the work orders, so rest assured, you aren't getting charged for any work that we didn't do. I do apologize for the miscommunication on their behalf, however, there is an outstanding invoice for the work that we performed. 

  I can see that there are many issues with the boiler that need to be addressed, which we are happy to come help and fix at the agreed upon rate. To summarize: 

   

  
  Visit 1: Jacob attended and found that one of the zone valves was not functioning. He noted that the system was lacking bleed points for air and tried to replace only the motor as a drain down would introduce lots of air to the system. Made recommendations for return.
  
  
  Visit 2: Looks like we were called out again and Dan returned this time. He didn't address Jacob's findings and replaced a thermostat. He claims that he waited for heat and system was working as intended.
  
  
  Visit 3: Curtis attends after hours for an emergency call. He finds that the system is full of air and is difficult to bleed due to the lack of bleed valves/points at the high end. He is able to bleed most of the air and waits for the system to begin heating. He notes many issues and makes recommendations for repair at the customer's request.
  
  
  Visit 4: Curtis attends at regular time and continues to bleed trapped air. He reiterates that there are many issues with the boiler that need to be addressed.

   

  In good faith, I'd like to discount $100 from the bill for your satisfaction. Do you accept this resolution? I can also be reached directly at callahan.s@pioneerplumbing.com. Thank you for your kind cooperation while we resolve this case with you. We are here to hear your concerns and work out a solution. 

• Initial Complaint

  15/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Pioneer Plumbing came to my house on December 29,2022 because there was a leaking water supply line from the city that fed water to my house. One guy was there by 2:30 , he said he would get an apprentice to help dig-when the apprentice it turned out he had bad back and couldn't help. A second apprentice did show up quite a bit later. The original bill for $1,604.96 said 3 holes were dug (actually I had dug the first hole myself) so they had only dug 2. The first technician came back the next day alone ,then decided to call another apprentice who basically stood around waiting for instructions from the first technician and we finished the job about 2 hours later. During this whole project the tech was in touch with his manager,******* and they okayed the $1,604.96 and I paid right on the spot. At few days later I recommended Pioneer plumbing for a much larger job for a condominium that I was on the strata council for. About 5 days later on January 5 2023 I received an additional bill for $530.88, before I could even respond to question it they had taken this amount without my consent from my credit card. The technician ,***** said he would look into it,I never heard back from him. I called the their office and spoke with ***** who said she would clarify what the bills were for and get back to me. I also asked for some before and after pictures as was promised by ***** and stated on the bill. I never heard back from *****. At one point the $530.88 was credited back to my account and I then was billed again on Janaury 16,2023, and once again withdrawn without my consent with less detail on the invoice than before for $530.88. ***** told me that they had the right withdraw the $530.88 without consent because it part of the same job.

  

  Business response

  15/02/2023

  Hi *****, sorry you had this experience with us. I'll collect our team today to discuss this and get this resolved for you. I need to learn more about this job and will recommend a solution that puts you back in our good books. 
  
  My email is ********************************************************* if you'd like to contact me directly. A big part of my job is making sure we are providing great service to you. 

  Customer response

  22/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have downloaded the repsonse from Pioneer Plumbing and looking forward to the refund . 

  Thanks fro the $15 ********* credit as well for my inconvenience!
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pioneer installer a ***** furnace on November 3 2021. There were two inexperienced installers who worked on the install together. The main issue with the install is that the bottom of the furnace (facing the floor) is open and sucking air off the unheated utility room floor. This is because the installers didn’t follow the installation instructions requiring the “Bottom Plate” to be slid into its mounting slot, screwed in place and sealed from the outside before continuing with the install. The plate is not attached at the factory because it is used to protect the gas manifold on the top of the furnace at time of shipping. The two installers were questioned about it not going in, and it was pointed out to them that without it the cold air return would suck air off the floor, rather than through the cold air return ducts. They were adamant that it didn’t need to be installed and took the bottom plate away. I sent the sales manager (Chris) a screen shot from the installation manual detailing its requirement. He was dismissive about its importance* ******* ** *** ********** **. They sent another installer back 5 days later after I requested the factory plate be installed. He showed up saying he had the factory plate, which was a lie. He measured and cut a piece of sheet metal. Slid it into place from the inside of the furnace and taped it on 3 of the 4 sides. No screws, just tape. There is no access to the back of the cabinet due to the blower and circuit boards. This was their solution instead of installing it properly from the outside. Two weeks later the tape had lifted because of the pressure and was sucking air off the cold utility room floor again. ¾ of the base of the cabinet is missing without the Bottom plate being installed. This situation is aggravated by leveling the cabinet with shims creating bigger gaps for air to be drawn in from. It’s been 5 months since installation and still not fixed.

  

  Business response

  04/04/2022

  Hi *****,

  Our **** manager Chris has ordered the necessary parts to fix the furnace. The only reason why we have not come back yet is due to the supply chain issues everyone is experiencing. We will ensure we complete the job to your satisfaction when the situation is in our sphere of control. Feel free to email me directly at callahan.s@pioneerplumbing.com if you have any communication issues or want to discuss this more as our **** division is experiencing record demand for parts and service.

  We appreciate your patience around these inconveniences and hope this response resolves your concerns. Pioneer is committed to following through on our guarantees in as a timely manner as possible.

  Customer response

  12/04/2022

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

  It was only within the last few weeks that I demanded Chris order and install the Bottom Plate. This is not a supply chain issue. It is an incompetence issue with Chris and 
  your employees. I have been lied to by Chris and each employee that worked on the install. Don't hide behind "supply chain issue" as the reason this wasn't installed correctly or at least rectified when I brought it to your attention. Those employees that worked on the install don't have the proper training.
  Sincerely,
  
  ***** ******

  

  Business response

  21/04/2022

  Hey *****, 

  I reached out to our supplier to send documents & proof that there is a supply chain issue regarding this issue. If you'd like to work toward an alternate resolution, let me know. I can be reached at callahan.s@pioneerplumbing.com.

  Customer response

  21/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:the manufactured part is required to complete the installation. Your installers refused to install it and took it away after warning them about the bottom of the cabinet being left open. As a courtesy I suggested to your receptionist to pull the records of other installs that involved these two installers, saying it is highly likely that all their other installs were left with the bottom of the furnace wide open. This suggestion was dismissed as improbable. No one will tell me what happened to the original part. You have the option of purchasing a new furnace from the supplier and using the bottom plate from it, while waiting for the spare to arrive.
  
  Sincerely, and very disappointed 
  
  ***** ******

  Customer response

  22/04/2022

  As an alternate solution I would be willing have a new furnace installed according to the manufacturer instructions.

  

  Business response

  22/04/2022

  Hey *****, 

  We got the part you requested delivered yesterday. Meygan will reach out next week to get it out to you. All the best

  Customer response

  27/04/2022

  
  Complaint: ********
  
  I am looking forward to getting the part installed according to the manufacturer instructions. 
  I am waiting for your office to contact me.
  
  Sincerely,
  
  ***** ******

  

  Business response

  27/04/2022

  Hey *****, 

  Sounds good.  

  Customer response

  28/04/2022

  
  Complaint: ********
  
  It has been one week since you received the missing part and I have had no communication from your office to

  attempt to schedule this.

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

  

  Business response

  29/04/2022

  Hey *****, I'm checking in today about the part. 

  Please get in touch with meygan@pioneerplumbing.com or call our office if you don't hear back soon as I will be away for 2 weeks and won't be able to respond here. I would like to get this settled just like you as soon as we can. Thanks!

  Customer response

  29/04/2022

  
  Complaint: ********
  
  I received a call from your office this morning saying

  the part is arriving next Wednesday. An appointment to fix the installation 

  has been made for Tuesday May 10th which is the soonest

  I am available after it’s arrival. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  16/05/2022

  I trust that this has been resolved completely by our team. Thanks for your cooperation. 

  Customer response

  16/05/2022

  
  Better Business Bureau:
  
  The installation from November has now been completed. 
  
  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. ↩