ComplaintsforProvincial Smart Home Services

• Initial Complaint

  15/11/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  A couple of years ago we signed up with Provincial Smart home Services. Now it seems that the company has closed and yet we still have a monthly payment for their services. I want to close the account and try to recover any payments that were sent.

• Initial Complaint

  15/11/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  Hello I have issue with thermostat from Day 1 we have installed the equipment with PSH They told me my gas would come down but my thermostat keep running and I am still paying the same amount that I use to pay in the past Technician tried to fix it but problem is still the same I just tried to reach out to the customer service but none of phone number is working

• Initial Complaint

  15/11/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  I didn’t know that this was a loan. I thought it was just paying 81,80 biweekly and didn’t explain it right anyway they haven’t given me a duck cleaning that they promised free and they did pay my ******** bill except for the last bill of $197..18. . $32,000 to do what they did and this is what they did same old Furnace that I had before ******* air Conditioner, new water tank tankless 20 inches of insulation the sealer and I don’t think this is worth $32,000.

• Initial Complaint

  17/09/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased a heat pump system from Provincial Smart homes and it's not working now and I can not get through to them by phone or email for service which is included in my contract.

• Initial Complaint

  13/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Jan 16th 2023 I spoke with sales rep for Provincial Smart Home Services named ***** ******** about switching from ******** to them for my Furnace, AC, and a tankless H2O heater. It was to save money every month and there was a rebate of $1850.00 I qualified for. They would buy out my contract with ******** for $4379.02 and I didn't have to do anything, I kept getting emails from ******** for the final payment. After many calls, emails and going to the BBB they finally paid it on August 2nd, 6 months later. I waited for the rebate for months finally calling ******** to see what the hold up was and they didn't know what I was talking about. They had nothing to do with any of it. Eventually PSHS said I needed an inspection before the $$ would be released. I made appointments 4x and they never showed 4x. Only when I threatened to call the police did they deposit the $$ in my account on November 15th (9 months waiting). The ****** ***** ******* company took $158.56/mth which is what I agreed to. The ****** ***** was either taken over by or bought out by ********* and starting in March of 2024 they began taking out $326.28/mth in bi-weekly payments of $163.14. When I questioned them someone named ***** said I electronically signed a contract outlining everything including the "introductory rate and price increase" and he would send me a copy. I received 1 page on July 10th that outlined nothing and there was no signature anywhere. I said I was going to the BBB and low and behold a 15 page contract appears 13 days later on July 23rd. It did outline everything and it was signed **** ********. Other than my Passport I NEVER EVER sign ANYTHING **** ********. I know they are ***** but a Lawyer costs $$ I don't have. They also put a lien on my Home for 31,000.00 without telling me. I found this out when I went to renegotiate my mortgage. The Bank couldn't move forward with a Lien in place and they demanded a Postponement by a Lawyer which cost me over $2000.00. There's more

  Business response

  24/07/2024

  Hello ****, 

  We hope this message finds you in good health. We would like to express our gratitude for your detailed explanation of concern and our sincere apologies for the inconvenience caused to you in the past. We understand that you have raised concerns regarding the terms and conditions of the agreement, and we are committed to addressing them.

  Upon a thorough review of your account, we can confirm that the invoice, signed by you, explicitly outlines that the initial interest rate will transition to 12.99% after the first 12 months. The program is designed to be 2.99% interest for the first year, providing you with the flexibility to manage your finances effectively. We would like to emphasize that this is an open-ended financing program, affording you the freedom to cancel the loan by paying it off at any time with the financing company, or switching to a lender offering lower interest rates after the initial one-year period without incurring any penalty.
  In our commitment to ensuring transparency, we undertake additional measures to ensure that customers are fully aware of the terms and conditions of the agreement before equipment installation. These measures include conducting telephone verification calls to obtain verbal confirmation of the information provided by the sales representative and in the document. Furthermore, during our funding process, we require customers to sign electronic documents from ****** ***** Financial (now known as *********) to activate the loan. These documents include a comprehensive loan application outlining financing details, including rate change information. You might recall having gone through these confirmatory steps; therefore, we are confident that the process results in enforceable agreements, which are free of misrepresentation.

  Attached to this letter is the physically signed invoice and loan application that aligns with your ID, as well as the electronically signed copy of your contract. Your loan agreement allows ****** ***** ********* in clause six (6) to place a notice of security interest in your home. 

  Thank you for your patience and understanding. Please do not hesitate to reach out if you have any further concerns or questions at ***************@*******************.com
  

  Regard,

  Provincial Smart Home Services

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased water softener purchased 3 years ago. Now on third leak and after calling for more than 2 months for a technician i still cannot talk to anyone.

  Business response

  24/07/2024

  Hello ******,
  
  Thank you for bringing your recent concern to our attention. We apologize for any inconvenience caused and want to assure you that we are committed to addressing and resolving the issues you have raised in a collaborative manner.
  
  Upon reviewing your account, we noticed that our service technician visited your home yesterday, July 23rd, to fix the leak. According to his notes, he was unable to complete the request as a unit replacement was required. He is scheduled to be at your home today for the replacement.
  
  We apologize for any inconvenience caused by the delay and sincerely appreciate your patience.
  
  Regards,
  Provincial Smart Home Services

• Initial Complaint

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like to file a complaint against 1.Provincial Smart Home Services, ***** ********* *** ********** ** *** *** had a contractual agreement to refund a rebate 2.******* (phone no.###-###-####) who presented as an Energy auditor and demanded a cheque for $735.00. He mentioned that he is representing "********* *** *********** ***" and he was instructed by the Provincial Smart Home Services to complete the audit. The Provincial Smart home services had promised a rebate after installation of the equipment and an inspection by an energy auditor. **** came to my home ***** **** *** *** on May 19th 2023 and completed the inspection.He wanted the cheque to be written in the name of "********* *** *********** ***". He demanded a cheque for $ 735.00 and mentioned that this will be added to the rebate amount that I will be receiving.He stated that unless I give him a cheque for $735.00 my rebate papers will not be processed. It is almost a year since the inspection took place and hither to no further information about the rebate amount that I am due to receive.My efforts in contacting the Provincial Smart Home Services and **** have failed. **** does not answer about the status of the rebate filed and he cuts off the phone calls. * **** **** *** ********** ***** **** ******** *** ***** ******** **** *** ********** *** ******** *** ******** **** when he visited my home refused to provide any bonafide proof of identification or a contact address for him. But he stated that he was representing on behalf of the Provincial Smart Home Services.

  Business response

  09/04/2024

  Hello,
  

  I am pleased to inform you that we have conducted a thorough review of this case with the customer and have taken all the necessary steps required to address the concern. The rebate process has been explained in detail and the customer confirmed he understands it now. 

  Thank you for bringing this matter to our attention, and we really appreciate the customer's patience and cooperation throughout the process. 

  ****** *** *********** 

  Regards,

  Provincial Smart Home Services

  Customer response

  10/04/2024

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

  I want the Provincial Smart Home Services to send a written confirmation with a copy to BBB stating the total of refund ($735+ rebate)and the date of expected refund. This is what I wanted at the end of my conversation with their representative when they tried to explain the process. There was no favourable answers to the reason for not responding to my previous communications with them.

  * ****** ***** * ******** *** *** ********** ******** ** ********** *** *********** *********** * ******** *** **** **** * *** *** **** *** ** ** ******** Once I have a written confirmation I will be able to close the file.
  
  Sincerely,
  
  ****** ********

  Business response

  29/04/2024

  Hello,
  
  I am writing to inform you that we have reiterated the rebate process to the customer. Our company assists customers in receiving rebates by installing eligible equipment and facilitating the post-installation audit which is done by independent auditors. It is important to note that the rebate is a government program, and as such, we do not have control over the timeline. Nonetheless, the post-installation audit has been completed for the customer and we remain committed to ensuring that the process is followed through. 
  
  ****** **** ******** the follow-up confirmation email that was sent to the customer after a phone conversation earlier today.
  
  Thank you for your attention to this matter.

  Best Regards,

  Provincial Smart Home Services

  
  

  Customer response

  10/05/2024

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed an agreement with Provincial Smart Home Services on July 24, 2024 with a smart pump hot water tank. I was led to believe my previous contract with ******** would be bought out right away. After many months of calls and email and exchanging of information, I am still paying both companies for their water tank. Smart home comes up with new things that I have not given them to complete the process. I was promised that a $1350 government rebate will be coming, but that has not happened, they say they are behind on making audit of my home, which was not mentioned when I signed that there would be a future audit. I was also told that this appliance contract would transfer to the new owners if I sold my home. **** ** *** ***** You own the appliance. I was also not told that the cost would double after 1 year.

  Business response

  15/04/2024

  Hello ***** ******,

  Thank you for your valuable time spent discussing the matter of your rebate and buyout with us. As previously indicated, we will schedule an appointment once the post- installation audit resumes.
  

  Regarding the buyout, we would like to remind you that the payment can only be processed once we receive the buyout bill from you. This is in accordance with our company policy. Once the bill is received, we will initiate the payment process as agreed upon.
  

  We understand that the delay in processing the buyout payment may have caused inconvenience to you and we apologize for the same. We appreciate your patience and cooperation while we review your case.
  

  We eagerly await your buyout bill and will keep you updated on the status of your payment once. Please do not hesitate to contact us if you have any further questions or concerns.
  

  Best regards,
  Provincial Smart Home Services

  Customer response

  20/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: After communicating with Provincial Home for several months, monthly August through March, and providing all the bills and details that they requred, only then in March I was told about a buy out bill. I have now given Provincial Home the buy out bill *** **** *** ****** ** ********* ***** **** **** **** **** they promised in August 2023, to buy out my previous water heater contract and reimburse me for paying the rental on the prievous water heater all of these months.
  
  Sincerely,
  
  ***** ******

  Business response

  10/05/2024

  Dear ***** ******,
  
  We are pleased to inform you that we have received your buyout bill on April 13th, 2024, and have already processed it for payment.
  
  As per our standard procedure, buyout bills/invoices are processed within 90 days after the complete bill is received. We received your complete bill on April 13th, 2024, and the payment was scheduled to be made in July. However as discussed with you, we understand the importance of your request and have expedited the payment process to 30-45 days as a gesture of goodwill.
  We will send the proof of payment to your email as soon as the payment is made. We have also completed payment for your rental reimbursement on a priority basis ****** ** ******* ********** ** *********
  
  We sincerely apologize for any inconvenience caused and appreciate your patience while we reviewed the case.
  
  Please don't hesitate to contact us at ***************@*******************.com if you have any further queries.
  
  Regards,
  Provincial Smart Home Services
  
  

  Customer response

  16/05/2024

  
  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, if the finances actually do arrive.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  19/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Provincial smart home services came in offering us a government rebate with the install of a tankless water heater, heat pump system, and to reinsulate our attic and repair any attic damages in mid December 2023. They proceeded to do the install and promised a ******** bill buyout and our rebate within the following month. They only insulated half of our attic, didn't repair any previous damage as promised (moore vents & previous insulation issues). They have still not bought us out from ******** so my account is now overdue and is affecting my credit score. They are insisting they have not received the bill when I have a confirmed receipt of the bill email sent to them from Feb 16, 2024. They have also left holes in our basement ceiling that they have promised to patch, ******* ** ****** ** *** **** *** ******* ** ******** ********** When calling, I cannot get any answers and my calls are either passed around or I am told they are missing information, which has been previously sent over or was never mentioned to us before. I have sent numerous tickets through their self-service app that are closed or ignored. We have now been told as of today 03/19/2024 that it will take 90 days for our ******** buyout and that the rebate will be another 8 months; information that does not match the promise we were made when signing an agreement for the rebate. We have overpaid ******** an estimated $300 due to their miscommunication on the buyout. Our attic is still not fixed, and half is still not insulated. My basement ceiling is still full of holes. Originally when getting the work was done, our gas fireplace would not turn on after and one of the employees etransferred me money to have someone come fix it ******* *** ******* ******* ** **** ** **** **** ** *** I had his direct contact and he admitted to the mistake.

  Business response

  25/03/2024

  Hi *********, 

  We apologize for the delay we are working on your file and will be reaching out to you shortly to confirm the appointment for the drywall, ******** bill reimbursement and other services calls.

  Thank you 

  Customer response

  01/04/2024

  
  

  I had been back and forward with a retention specialist last week who promised reimbursement by Friday (as I had ******** *********** collections and my credit already effected by late payment so I paid them). I never received payment and was told they were working the holiday and assured I would have it by Friday morning.

  
  

  They sent out a specialist to patch my basement ceiling on Sunday and he is supposed to follow up with a time he will come sand the patches down.

  
  

  I had sent them *** ******** email ***** with pictures of the attic they insulated that is now appearing to be growing mold and that had been insulated over wiring, wood pieces, and who knows what else. At this point, I would like reimbursement on this ******* job so I can hire someone on my own to come in and fix the mess **** ******* in the upper attic. There was discussion if I get someone to inspect and they hire externally to fix it, Provincial Smart Home would work out a payment plan with us for the service but I will not be doing this as they have proved unreliable in the insulation job and would feel safer making my own payment plan with an external company that I choose.

  
  

  I am unable to reach the second attic above our kitchen that was never insulated (which I have been told they will not do without a photo). I would like reimbursement on this as well as they have not done this and I will be seeking out an external party to do so if we choose but do not feel it is fair I paid for this service to never get it completed.

  
  

  When I sent in the ******** email, a ticket was created with them and then five minutes later, I received an email saying it had been canceled. 

  
  

  * ** ****** ********** **** **** ******* ** **** ***** *** ** ** **** *** **** ***** ******** **** *** ****** *** *** ******** I am not happy with the resolutions they are providing. * ****** *** **** ** **** * *** ********* ** ***** ** **** **** ****** ** ** ********** ** ********** *****

   

  I have submitted a ticket because my attic is growing mold due to the insulation put in *** * **** * ********** ******* *** *** **** **** **** ******* ** ***** *** but this ticket was also closed. This needs to be remedied immediately as it is now effecting our air quality in the house and our health. The ticket was also immediately canceled.

  Business response

  11/04/2024

  Hello,
  

  I am pleased to inform you that we have conducted a thorough review of this case with the customer and have taken all the necessary steps required to address the outstanding issues. We have made the required refund in accordance with our standard procedure.
  

  Although our company does not provide mold remediation services, we are currently working with the customer to schedule an appointment with a local contractor to ensure prompt resolution of the issue.
  

  As per our standard operating procedure, we cancel duplicate email cases and only work on the main/parent case, thus the canceled cases pointed out by the customer.
  

  We sincerely apologize for any inconvenience caused by these issues and appreciate the patience and cooperation of the customer so far.
  

  Thank you for your attention to this matter.

  Regards,

  Provincial Smart Home Services

• Initial Complaint

  18/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This was a service offered by Provincial Smart Home Services (PSHS), Trough his representative Mr. Tushar S*****. He gave to me ********** information about saving money in hydro bills and a 20 years payment plan with no interest. He was clear to tell me it was not a buy, but at the end of the day, received an "approved loan" with a very high interest rate * *** *** ******. I was not looking to buy anything and I let Mr. S***** and PSHS that I was not going to take it. PSHS opened a case to cancel, but they are not back to me and the bank started taking money from my account. **** **** *** * ****** ** ********** ************ Please see all documents that are self explanatory. * ********** ****** ***** **** ********* **** **** ****** ********** *********** ******* There won't be savings and I would end paying more than double I was paying before the installation. *** ****** *** *** ******* ** *** ***** ** ***** ** ** * ******** ** ********* ** ** ******** Please red the cancellation letter and other documents. I am able to froward emails payment plan by ********* and communications. * ********** **** **** ** ********** ** *** ** ****** ************ ******

  Business response

  25/03/2024

  Hi, 

  We sincerely apologize for the miscommunication, we are currently working on your file please provide us 48 hours and our retention team will be reaching out to you to discuss the further steps in order to resolve the issues. 

   

  Thankyou

  Customer response

  25/03/2024

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

  I think the problem was not miscommunication, ** *** ** ******* ********** *********** ** *** ** ** * **** * *** *** ***** However I will wat the 48 hours the business is asking for.
  
  Sincerely,
  
  ***** ******

  Business response

  02/04/2024

  Hello *****,

  I hope this message finds you well.

  I'm writing to inform you that we have reviewed your request to cancel the full contract with Provincial Smart Home Services, and we have taken action accordingly. We have removed all equipment that was previously installed in your house and reinstalled your air conditioner as per your instructions.

  We apologize for any inconvenience this may have caused you. We value you as our customer and we sincerely hope that you will consider giving us another chance in the future. If you have any further queries or concerns, please don't hesitate to reach out to us at ***************@*******************.com.
  

  Thank you for your time and understanding.
  

  Best regards,

  Provincial Smart Home Services

  Customer response

  15/04/2024

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

  Thanks for removing the equipment and install de A.C. Back, I am just waiting for ********* an official Notice of loan cancellation.

  On April 10th PSHS (Customer Service) wrote to my email:
  

  "Good day,
  The loan has been canceled on our end and ******* ** has gooten the money back. Please wait 10-14 business days to  reflect
  
  **********************************
  

  So, I am waiting for this to reflect in my banking account to close this case on my side,
  
  Sincerely,
  
  ***** ******

  Business response

  26/04/2024

  Hello,
  
  We are pleased to inform you that we have successfully cancelled the loan and completed the removal/reinstallation process. As a result, we consider the complaint to be resolved on our end.
  
  Please find ******** * confirmation email from ********* to us confirming the loan cancellation.
  
  We appreciate your patience and understanding throughout the process. Thank you for your understanding.
  
  Best regards,
  
  Provincial Smart Home Services

*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. ↩