ComplaintsforEOH Systems Inc.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Business STOLE OUR DEPOSIT, WON'T DO THE WORK, WON'T REFUND DEPOSIT. Provided $2,860 Deposit for materials in November 2021. Work was scheduled for spring 2022. Was notified materials arrived and work would be completed early summer 2022. Work was never done. Company refuses to reply to messages or return the deposit.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 27, 2022 I approved a quote with EOH Systems via email to replace my boiler. 50% of $13,450 + HST due before they start. I choose Mr. **** because I felt I would get great service. I know his Dad. By Dec 2 $7500 paid and $1219 Dec 5. And $1000 Dec 9 for goodwill. The remainder when complete. December 14, ******** turned the gas on. Mr. **** requested payment in full but still no heat. I owe $5,719.38. The crew worked Wednesday, Thursday and Friday until noon. I left for lunch expecting heat upon return. Meanwhile Mr. **** shut my gas off. ******** Gas told me he doesn’t have the right to turn my gas off. My partner called to tell me Mr. ****** ********** him in front of an EOH employee. Returning I explained to Mr. **** prove I have heat and I’ll pay in full. The work is in the basement. He later approached the back door when asked him not to come in. I step outside and he lost it. It escalated to blowing up my house. Not sleeping well that Friday evening, up all hours of the night I decide to break my ties with Mr. ****. I filed a police report December 17. I asked to speak with another EOH partner. 3 more techs and still no heat. Some progress but no heat in one bedroom and washroom on main level. My last contact with EHO was a text Jan 5. Something is not working correct. There’s an error on the boiler screen. I contacted another company before Christmas but they were unable to come until January. An AGM tech reprogrammed the system and corrected the screen errors January 9 of this year. AGM checked heating and asked me to follow up. I owe EOH $519 and refuse to pay. EOH sent my outstanding payment to collections. *** **** ** ******* ** ** ***** ******* **** *** ******* **** *** **** ************* * ** ***** ** *** **** ******** ****** *** ******** **** *** ******* ** ****** *** ** ******* **** *** *******  * ** **** **** ** ** ********* * **** *** *** ****** ** **** ** ***. Please investigate.

  Business response

  09/02/2023

  Dear valued customer, 
  
  As the operations manager for this company, I handle all escalated situations and therefore have conducted my own internal investigation in reference to this compliant and I’d like to share my findings with you:
  
  Yes, we provided a quote/estimate to replace the existing boiler in your home and this quote was accepted by you. We always ask for a 50% deposit of total quoted work before starting on all residential projects. This is a requirement before we can start any work. 
  The quoted price was $15,231.75 therefore the 50% deposit required to begin work would have been $7615.87. On Dec 2 when you made a payment of $7500 this was technically not 50% of quoted price.
  
  2000 incremts
  
  More payments followed in the days after therefore work began on this project. We removed the existing boiler and oil tank from the premises. We then installed a highly efficient condensing Navien gas boiler along with all components. Then the project manager assigned to this job was ***** **** and he asked the client for the remaining balance to be paid on the bill as install was now complete. 
  
  ***** this is when we experienced a lot of disputes regarding the final payment coming from you. I understand there was a heated verbal dispute regarding the matter but if the bill had simply been paid at time of installation, we could have avoided all of this.
  
  When our team left your premises after the install, you had heat and water.
  
  Because of this verbal dispute both parties were frustrated, and our project manager and his team left.
  You said dint want him back on property 
  
  (The system wasn’t fully programmed and no manual was provided because the client refused to pay the outstanding balance at the time).
  
  
  
  Then, you contacted our office and spoke with our admin team: ***** spoke with you the first week in January. She was new with the company and unaware of the situation up to that point. She advised you of an outstanding balance and you proceeded to tell her that the work was unfinished and that you had to hire another company to come in and rectify the situation. ***** gave you the opportunity to provide her with an invoice from the other company in an effort to reimburse you for the work you wouldn’t allow our technicians to come and rectify ourselves. She also advised you that this was a courtesy and the last attempt that she was going to make before submitting this account to collections. Then, all efforts up to this point of contact were ignored by *****. ***** then left a voicemail making you aware that if no contact was made then we had no choice but to send you to collections for the balance due.
  
  We have had zero contact with you, ***** until receiving this compliant.
  
  As for our staff members driving by your home or slowing down.  Or our staff members ******* off in front your home (which is an absurd accession) and the feeling as if your being stocked may be inaccurate. We have several large-scale properties under renovation on New Castle St in which we are working and operating out of that area, multiple times a day with multiple teams of trades people.
  
  In addition, we also have an employee that lives on the same street as you, therefore we are likely visible at many points of the day in your neighbourhood. We are a full-service company, with over twenty logoed vehicles in the field on a given day.
  
  I want to come to resolution that will serve both parties involved, therefore which manuals could we provide you with? (As crazy as it sounds, many are available for this Naiven Model)
  See attachment for examples
  
  Kindest Regards,
  Operations Manager
  RR/EOH Systems.
  
  
  

  Business response

  13/02/2023

  Good Morning,

   

  I have been brought up to speed on the complaints and discussion regarding your installation. I would like to clarify a few items:

  -Verbally Threatened
  There were no threats made to *****, her home, or her cat. (as my administrator was told) I do not know where the accusations come from but i was present with one of the Owners for all conversations with *****. 

   

  -Gas was shut off

  At no point was the gas ever turned off after it was commissioned by ******** Gas. As per the agreement and the way we handle all residential jobs they require 50% deposit and the remaining 50% to be paid on commissioning. ***** was over a week late with her initial deposit, she had asked me to come to the house on two separate occasions to pickup a bank draft. Both times i arrived she did not have one and didn’t understand why i was there. 

  After we had the gas commissioned we did our leak tests and combustion analysis, when everything checked out okay we turned the boiler off and requested the remainder of payment. It was made clear to ***** the day before gas connection that this will be a requirement to us for completing the work and agreed she would have a check the morning of.  When we requested this payment ***** became very confrontational and it rapidly went down hill from there.
  
  -AGM was required to complete work
  
   After the dispute over final payment ***** paid $2,500 (left remaining balance of ~$519) and we reluctantly turned the boiler on. At this time she made it clear that she did not want me (***** ****) on the property anymore. EOH services and warranties all of their installs, however I was the on call tech for the week of the install and the only technician that specializes in controls. When ***** spoke to Cory he explained all of this and even offered to attend the call with me to resolve the technical issues. ***** still declined. No further calls were made to Cory or our office to try to resolve the situation. 
  
  -******* *** ** ***** ** ********* **** **** ****** **** **** *** ******* ***** *** **** ** *********** *** *** ******* ** **** *** **** *** *** ** ** ******** ************** **** ** *** * *********** ****** ** ***** *** ** ****** ** *** ******* ********** ** ********** ****** ** **** ***** ***** ******* ********* ** ********* ** * *** ***** *** *** ******* ******* **** **** *** * ***** ******** ** **** **** *** *** **** * ***** *** **** ******** ** ** *** ** **** ***** ** *** ****** *** * **** **** **** ** *** ********* ***** **** **** ***** ** * *** ****** *** **** * ** *** ******* **** *** ******
  
  Offered Resolution
  

  I wish to see no further action by the BBB or *****. ***** *** *********** * **** **** ***** ****** ***** *** ** *** *********** ** **** ******* ******** ********* *** ******** ************* *** ***** **** ** ******* ** ************* ** *** ****** ** ****** **** ******** 

   

  Best Regards,

  ***** ****

  Customer response

  13/02/2023

   I am rejecting this response because:

  1. I don't know who was present for all conversations.  Mr. **** signed the note.  This statement has no value

  2. I never said he threated my cat or myself directly.  It was against my home therefore against anyone living in it, including the tenants in the basement.
  

  3. No money was paid until after the boiler was turned back on and after the threats.  Not prior.  I'm no technician my error regarding the gas being shut off.  It was the boiler, including the hot water.  I wasn't home at the time.  I received a phone call from Mr. ******* telling me I should come home now.  Mr **** had already threated him and Mr ******* did not want to take action.  I believe I have already stated this and I'm repeating myself.

  4. It was my understanding from the start no work would commence until 50% payment was received.  So why did EOH start?  They didn't have the payment.

  5. I don't use bank drafts.  Thought I had a cheque and explained I did.  Never said I did.

  6. The boiler was shut off December 16th PM.  The gas was hooked up the 14th.  It was clear to Mr. **** I would pay in full once I had heat throughout the house.  All I wanted was heat but had none even at this date.  I have never paid for anything in full under the job was completed.  That's my rule and many others and I made Mr. **** very aware of my situation.

  7.  I was talking with *****, on speaker phone ,with Mr. ******* present, Saturday Dec 17th.  ***** stated there was not more communication after this point.  He is mis informed. It was made clear to ***** Mr **** was not welcome on my property.  ***** agreed to send someone else on Monday.  I have an appointment reminder on my phone. EOH worked half the day.  *****'s Father, Clarance **** worked that same evening from 5pm to past 9pm and back in the next morning.  This was December 20th.  ***** **** stated no further calls were done to their office.  That's because I contacted ***** directly.  He sent another team after Christmas.  On Jan 3rd ******* serviced my boiler finally restoring some heat to the last 2 rooms.  My last communication was Jan 5th.  I far cry from December 16th as told by Mr ****.  I have the phone records.

  8. Finally I would like to add, EOH administrator ***** emailed me January 11th.  I forwarded the AGM invoice on January 12th.  ***** informed me it has already been sent to collections.  Note the date please.  Almost one month after Mr. **** stated I no longer was communicating.  Again he is mis informed

   

  I understand this is not a substantial amount as Mr. **** stated.  The reason I didn't pay was because I didn't have heat.  Please note AGM invoices have been p********* **********  ***** ** *** ** *** *********** **** *** ******** ****  **** *** *** ***** ** **** ********  *** ** *** ****** *** * **** *****  * **** *** **** **** ** *****  ***** ** ** ***** *** ******** ** **** **************  * **** ** **** ******* *** ******** ******* ** ** ** ** **** ******* *** ****** *****

   

  I wish the public to know that EOH is not as professional as they appear to be.  They are not a good company to work with I should not be recommended. I do not plan to pay the remainder amount nor have I been contacted by any collections agency so it could be hear say.  I will stand my ground.

   

  Thank you for your attention to this matter.

  Warm regards,

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

   

   

   

  
  

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