Complaints

• Initial Complaint

  21/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 4th, 2018, we made a switch from a tank to tankless water heater from ******** to Simply Green. Simply Green was responsible for both notifying ******** about the switch and also returning the equipment as per contract. Simply Green and ******** at the time, were under the umbrella of ******** through which we were billed. On January 23rd, 2024, after receiving notifications from Simply Green and ******** about pass due balances, I was prompted to reach out to them. This is when I was made aware that both companies are no longer under the ******** umbrella and will be billing customers individually and also that I was being billed for two water heaters. I then contacted Simply Green about the situation. They acknowledged the mistake on their part of not returning the equipment and notifying ******** of the switch. They then requested that I contact ******** for a buyout for the water tank because they weren’t able to find where the removed water tank was. After providing them with the buyout information, we also requested reimbursement for payment made to ******** over the past years. The solution from Simply Green is unacceptable hence why we have put in this complaint to the Better Business Bureau for a resolution. We paid around $2000 to ******** and want the outstanding amount to ******** paid. *** ****** *** ****** ** *********

  Business response

  01/04/2024

  Hi ********,
  
  Thank you for sharing your concern, I will be happy to look further into this for you. 
  
  Is it possible for you to provide me with a full account summary for all invoice and payments made to ******** since the unit was replaced? With that, I will have a better understanding on exactly what is being requested. 
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 

  Customer response

  03/04/2024

  
  Better Business Bureau/Emmet Brewer

  To follow up on your request, I have attached an email from ******** pertaining to past rental charges and a current invoice that shows the past due amount for 2024 and buyout option.

  I would like to also address, an invoice received from your company on March 30th, 2024. You (Emmet B.) had mentioned that ***** ***** would be crediting the account but nothing was applied. * **** ******** **** ********

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

  Business response

  11/04/2024

  Hi ********, 
  
  Thank you for providing that, 
  
  I see from the letter *** ******** from ******** that the total monthly payments varied each year, for example, in 2018 the total including HST was $300, in 2019 it was $100 and in 2020 it was $440. It is unlikely that the total amount including HST would settle on a round number each year and the amount shown per year at times is not possible to divide into 12 equal monthly payments for that year. it's also not clear why the total amount paid varies so much each year. 

  In order for me to conduct full due diligence and to get an understanding of how much exactly you are asking to be refunded/compensated for, and how that amount is calculated, is it possible for you to request an entire account summary from ******** that shows invoiced amounts and paid amounts just for the account in question? 
  
  Sorry for any inconvenience, it's just important that I complete due diligence prior to seeking approval from the wider management team. 
  
  Warm regards, 
  Emmet. 

  Customer response

  18/04/2024

  
  ??Hello Emmet,
  
  It’s ironic that you amplify the statement “due diligence” when this situation stems from the negilence of your company.
  As per your inquiry of the payment structure with ********, my husband and I would pay for our monthly expenses in lump sums, resulting in the varying amounts each month, hence the rounded figures you mentioned. For instance, from 2018 onwards, our monthly expense was $22.26. Correspondingly, that year, we allocated $300 to cover the remaining months, based on this expense.
  Now, pertaining to the outstanding balance on our account, if you were to calculate the sum of our transactions, it becomes evident that we withheld from payment due to the discrepancies we found in the billing statements in January 2024, which is being charged for two water tanks, leading me to promptly notify both ******** and Simply Green of this error.
  You also requested for ********s’ invoices dating back to 2018 from the date of installlation of the tankless water heater. This same company was not able to provide those documents which is why I forwarded you the information they were able to locate. 
  ******** also asked for a similiar copy of paperwork (regarding the 2018 removal of my homes water tank) in which you executed and upon reaching out to Simply Green - Abdul, a representative of your company was unable to obtain any information. These very events are what motivated his request for a buy out. 
  As such, we are asking for full reimbursement which is the amount paid to ********, the outstanding amount owing which includes the buyout which has already been sent and the credits which you promised. I have attached an additional invoice showing the amount we were billed monthly from ********.
  Companies should be  committed to resolving issues in an effective and efficient manner. It should be  their goal to insure customers receive quality service. I hope this is what your company stands for. If you were in my postion I know you would expect the same.
  
  ******** ********
  

  Customer response

  23/04/2024

  To further clarify what I’m seeking from Simply Green/***** ***** is repayment for payments made to ******** from date of installation of their company’s water heater which is July 2018 till present and the money for the buyout of the agreement from ******** since the tank wasnt returned.
  All payments made and buyout *** ******** **** ** ******** *********
  
  Thanks Again
  ******** ********

  Business response

  02/05/2024

  Hi ********,
  
  I need a copy of your billing and payment history to ********. Is it possible to ask ******** for a copy of your full account summary?
  
  I apologize if that is already included in your attachments but I don't believe it is. If I missed it, please let me know *** **** **** so I can find it. 
  
  Thanks,
  
  Emmet.  
  
  

  Customer response

  08/05/2024

  
  Complaint: ********
  
  Dear Emmett,
  
  I had previously sent an ********** from ******** which was a tax receipt which verified payment received from 2018 - 2023. I do believe ******** is a reputable company and would not falsify information.

  Just like Adbul from your company couldn't retrieve information on the water tank removed from residence in 2018 which led to his request for the buyout. ******** did do its due diligence to gather the information sent since it stems from 2018.

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

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

  Business response

  17/05/2024

  Hi ********, 
  
  Is it possible for you to please ask ******** for a detailed payment history? Respectfully, I don't expect that the figures listed on file ******** are fully accurate for the following reasons; typically the monthly rate remains the same each year, but on this file it suggests that the total paid each year varies significantly between $100 and $440. In addition, the total amount paid for each of the six years has a total amount as a whole round dollar figure with no cents - it is highly unlikely that there would not be a cents amount on any of the totals paid, which leads me to believe that these figures are not entirely accurate. Further, some of the total paid each year is not equally dividable by 12, meaning the monthly payments were not consistent each month which is very unusual. 

  In order for me to seek approval in providing you with the requested refund I need to complete full due diligence into the amount requested. I apologize for any inconvenience or extra effort this requires, but I do look forward to reaching an amicable resolution with you once we have a full breakdown of the requested refund amount. 

  Warm regards, 
  Emmet. 

  Customer response

  27/05/2024

   

  Dear Emmet,

  Again to clarify, ******** is not able to access a detailed payment history back to 2018 which is the reason why they sent the tax receipt which is in the file ********. As per the payment structure with ********, my husband and I would pay for our monthly charge in lump sums resulting in varying amounts each month, hence the rounded figures. I was able to obtain the payments made to ******** through my bank which matches the tax receipt. * **** ******** *** *********** ** **** * ***************** etc… The only discrepancies were $300 for 2018 because that was before the installation in July and $40.00 payment 2020 which I couldn't find. I stated previously the final bill with the outstanding amount and the buyout ** ** **** * *****************
  
  Sincerely,
  
  ******** ******** 

  Business response

  07/06/2024

  Hi ********, 
  
  In order to proceed, I will need a file from ******** with a breakdown of the amount requested. If their system is in anyway similar to ours, they should be able to have their system automatically generate this document for you. 
  
  Once I have such document, I will seek approval from our wider management team to add you to our list of creditors, should the refund requested be approved. As you may be aware, our company is currently going through a court supervised restructuring under the Companies' Creditors Arrangement Act, and as such may not be in a position to immediately issue a refund. 
  
  Please let me know if you have any questions. 
  
  Warm regards, 
  Emmet. 

  Customer response

  04/07/2024

  
  Complaint: ********
  Dear Emmet,

  ******** ** *** ******* ******* **** ********. They were able to retrieve history from April 1st, 2022 - Present. Also ******** ** the buyout and final charges.

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

  Business response

  14/07/2024

  Hi ********, 
  
  Thank you for providing this. We can work to compile all this information with you. 
  
  With this, is it okay if we only consider amounts from April 1st, 2022, given that we only have clear evidence of these payments? If so, please let me know and I will begin compiling the information available. 
  
  Also, as you may be aware, our company is currently undergoing a court supervised restructuring under the Companies' Creditors Arrangement Act (CCAA), and as we go though this CCAA process, we are not in a position, or authorized by court order, to issue payments/cheques. With that, if this reimbursement is ultimately approved by our wider management team after I align on the amount with you here, I will not be able to issue that payment to you immediately, but I will seek to add you to our list of creditors. Please let me know if you have any questions. 
  
  Looking forward to resolving this with you. 
  
  Warm regards, 
  Emmet. 

  Customer response

  18/07/2024

  
  Complaint: ********
  
  Dear Emmet,

  Yes, I would be willing to accept the reimbursement of $1448.48 which is the total from April 1st, 2022 - Present.

   

  Sincerely,

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

  Business response

  17/08/2024

  Hi ********, 
  
  Thank you. I will be running this by the wider management team for approval in the coming week. 
  
  If you can please just respond to this message that it's okay with you to wait briefly for the outcome of my approval request, I will then respond back to you here with the outcome within the timeframe the BBB will give me to respond back.
  
  Warm regards,

  Emmet. 

  Customer response

  20/08/2024

  
  Complaint: ********
  
  Hi Emmet, 

  It's okay with me to wait briefly for the outcome of your approval request, I will be waiting for the response from you here with the outcome within the timeframe the BBB will give you to respond back.

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

  Business response

  13/09/2024

  Hi ********, 
  
  Thank you for your patience. 
  
  Upon review with the wider management team, and due to our ongoing circumstances under the Companies' Creditors Arrangement Act, it is only possible for us to provide you with a refund in the means of a credit onto your accounts with us. I understand that a cheque refund would have been preferred, however we are only able to provide you with the account credit in these circumstances. 
  
  With that, I've gone ahead and provided an additional credit for the requested amount of $1,448.48 to your accounts. Since you have two active accounts, I have evenly split the credit onto each, which is $724.24 onto each account. With the credits applied they have gone towards the outstanding balance on your accounts, leaving your water softener account with $89.98 past due and your air conditioner account with $134.89 past due. 
  
  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet. 

  Customer response

  19/09/2024

  
  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.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  21/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company was sending me bills for the amount owed on water heater rental.they stopped sending bills couple months ago,now they want me to use my credit card for payment…

  Business response

  01/03/2024

  Hi ****, 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you. 
  
  From your account I see that our team recently reached out to you regarding a past due balance and we're asking you to make that payment. Is that something you would like me to assist you with?
  
  Warm regards,
  Emmet B.
  Director, Office of the President. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are writing to express our deep dissatisfaction with the service provided by Simply Green Home Services (***** ***** *******). As homeowners, we currently have a rented hot water tank in our house, but unfortunately, we do not have a copy of the rental agreement because it was signed by the previous owner before we bought the property. On March 14th, 2023, we discovered that we did not have hot water, and the hot water tank was leaking. We immediately contacted Simply Green Home Services (***** ***** *******) to report the issue. Despite our repeated calls to the company, the problem was not resolved until six days later. This caused significant inconvenience for our family, as we were unable to cook or shower during this time, especially in the cold winter days. We are extremely disappointed that Simply Green Home Services (***** ***** *******) failed to perform its contractual obligations to provide necessary services to keep its clients safe and healthy. Please refer to supporting documents for communication time line between the company and us.

  Business response

  13/04/2023

  Hi ****, 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you. 
  
  Since the agreement was signed by the previous owner and later assumed by you, the original contains pillaged information where privacy laws don't allow me to share an original copy with you. I can however provide you with a copy of the terms and conditions if that helps?

  The agreement covers the lease and service of the hot water heater. Upon review of the account history, I see that during the days that you were without hot water that a technician visited to attempt to resolve the issue, the recommendation was later made to install a replacement water heater which was installed for you at no additional cost to your standard $32.05 per month rate. Further, you requested that we provide you with a refund for the 6 day period, and as a goodwill gesture you have been provided with a free month instead of just 6 days. The month free will reflect on your bill in the next 1-3 billing cycles. 

  I do apologize for any inconvenience caused, however, we can not provide you with the $600 requested. The lease and service agreement does not have a provision that we would ever reimburse you for lost wages for time that you may have taken off work to accommodate giving our technicians access to the unit. We understand that people work and often can offer weekend or evening service to help accommodate, perhaps that may be an available option should you require service in the future. 

  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet B.
  Office of the President. 

   

  Customer response

  17/04/2023

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

  ****** ***** ** *** **** **** **********, you can see how many times I spend on dealing with your coustomer servise, how many times I call you but no response so I had to call again and again. Until the first technician came it was normal but after that are nightmare. I pushed 2 days until the second technician came, the first technician already wrote on his report it's leaking internally, so why we should wait for another technician check again after 2 days? When the second technician came and told us it's need to be replaced and someone will call me at the second day, but no one called me untile I called you again. when I was complaining at a call the custermer service even dare to hang up my phone. From the second technician came untile it's been replaced it took another 3 days, during the time I called many times again and again.

  Your service is failed to perform its contractual obligations to provide necessary services to keep its clients safe and healthy, that's why I camplain, again my request is not only for $600 compansation but as a list below.

  1.     Provide a legally valid copy of the rental agreement, if you worry about privarcy issue, you can black out the previsous owner's name but I need to see the address on it becuase I'm the current house owner.
  2.     Stop sending bills through ******** *** and issue a refund for March's rental payment.
  3.     Terminate the contract without any penalties or charges immediately.
  4.     Compensation for the loss of two days of work due to the inconvenience caused by their service failure, amounting to $600.
  

  **** *****

  Business response

  25/04/2023

  Hi ****, 
  
  Thank you for your response. 
  
  As requested, ******** ** a redacted copy of the original agreement signed by the previous owner. 

  I can take you off the ******** platform and switch you to direct billing with us. In order for me to do so, can you firstly please provide me with a void cheque so that I can establish the direct billing pre authorized debits for the account? 

  At this point, we have a valid and binding agreement in place which we intend to honor. If you would like to cancel at this time, you will need to exercise your buyout option. Would you like me to provide you with your up-to-date buyout calculation and invoice? 

  As previously stated, I'm sorry if being available for the technicians visits caused you any inconvenience, however, we can not provide you with the $600 requested. The lease and service agreement does not have a provision that we would ever reimburse you for lost wages for time that you may have taken off work to accommodate giving our technicians access to the unit. We understand that people work and often can offer weekend or evening service to help accommodate, perhaps that may be an available option should you require service in the future. 

  Looking forward to hearing from you, 
  Emmet. 

  Customer response

  03/05/2023

  
  Complaint: ********
  please see my comments per your response below.

  1. As requested, ******** ** a redacted copy of the original agreement signed by the previous owner.  - thank you.

  2. I can take you off the ******** platform and switch you to direct billing with us. In order for me to do so, can you firstly please provide me with a void cheque so that I can establish the direct billing pre authorized debits for the account? -no I don't want to swich and I'll never give out my personal chequing information, it's my right, even ******** they offer pay bill manuly option for customers.

  3. At this point, we have a valid and binding agreement in place which we intend to honor. If you would like to cancel at this time, you will need to exercise your buyout option. Would you like me to provide you with your up-to-date buyout calculation and invoice?  - as per the copy of agreement, there is no explicit ending date, so based on the Residential Tenancies Act, I'm provding you with 60 days' written notice of my intention to terminate the lease agreement, please find in **********, I will also send this notice to information@mysimplygreen.com which I find on your website.

  4.As previously stated, I'm sorry if being available for the technicians visits caused you any inconvenience, however, we can not provide you with the $600 requested. The lease and service agreement does not have a provision that we would ever reimburse you for lost wages for time that you may have taken off work to accommodate giving our technicians access to the unit. We understand that people work and often can offer weekend or evening service to help accommodate, perhaps that may be an available option should you require service in the future.  - you have to understand my inconvenience is not because of technicians service time, it's becasue I spend too much time to call your service and no reponse during those no hot water days, please see the time-line ********** ** ** ******** ********* *******

  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. ↩