ComplaintsforProvincial Smart Home Services

• Initial Complaint

  11/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Provincial smart home services has installed heat pump and water heater on 29 January 2024 so on 30 th January 2024 we requested to cancel contract through email and sent three more emails but they have never called us back or taken any firm action.it has been more than one month but no reply from their side.it is written in their contract that you can cancel contract within ten days with no reason.they are not listening to our complain.** *** ***** *** ***********they took one instalment from us then we stopped payment from bank.** **** *** ** **** ** ** ***** **** ********** **** **** ******* *** *******.we want our original equipment back as usual.we are still paying for old equipment.

  Business response

  25/03/2024

  Hi ********, 

  We apologize for the inconvenience this has been causing you. We believe you are currently speaking with our representative Saveena (to resolve the issues) 

  We will have her reach out to you shortly. 

   

  Thank you

  Customer response

  26/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:I don’t want to pay anything or not interested to buy out equipments I am within my boundary of canceling in 10 days .I want my original equipments back as normal and request to remove their.I am ready to pay for ***** **** what market price is.they have charged 9000$ just for water heater.the average value of water heater is 1000$ and they charged 15000$ for heat pump **** **** ******.they made 40000$ bills .** ** ** ** ********** ** ***** ***** ** ***** ******* ** **** *
  
  Sincerely,
  
  ******** *****

  Business response

  11/04/2024

  Hello,
  

  I am pleased to inform you that we have thoroughly reviewed this matter with the customer and have taken all necessary actions to resolve the ongoing issues amicably.
  

  We have agreed to remove any previously installed equipment in the customer's home, as well as made provisions with the customer for the attic and reinstallation of their equipment per our standard procedures for dealing with such situations.
  

  We apologize for any inconvenience that this has brought to the customer. We appreciate them and genuinely hope that they will consider giving us another opportunity in the future.
  

  We encourage the customer to contact us at ***************@*******************.com for any further clarification.
  

  Thank you for your time and understanding.
  

  Best regards,
  

  Provincial Smart Home Services

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  * ** ** ** **** *** ***** ****** ** ******* On September 13, 2023, an agent (name: Bedar B*****) from Provincial Smart Home Services knocked on my door telling me there were government rebates available to have my furnace replaced. I did not contact this company beforehand or solicit them to come to my house. He told me that these rebates would not be available for much longer, but if I acted now I could get my furnace replaced and not have to pay anything given the rebates. I ended up purchasing a new heat pump and hot water tank from him. I signed an invoice saying I would be billed ˜$50 every two weeks, but when I received my rebate I could use that to pay it off. **** ***** *** * ******* **** * *** ****** *** *********** The total amount of this contract is over $26,000, and it is a 20 year agreement (with 13% interest). These products have an average retail price of approx $10,000 - not the $26,000 I was charged. * *** *** ******* **** ** *** ******* ** ******* ** **** ******** **** **** *************  I did not receive any mandatory disclosure statements in the invoice that I signed. I was promised energy rebates, but only later learned that in order to be eligible, a pre-inspection evaluation is required. I did not have a pre-inspection, as they installed the products the day after this agent appeared at my door. I would like this contract cancelled ** ** *** ********* ********* *** * *** *** ******** ** ** ******* ** ** ******** ***** *** ******** ********** ****   I have attempted to contact Provincial Smart Home Services multiple times. they simply tell me someone will call me back. I have filed a formal complaint letter to them, but it has been 4 weeks without any reply. **** ******** * **** ** ** ********* ******* *** ******* **** *** ***** *** ** ***** ** * ** ** ***** *** **** * ***** ****** * ***** **** *** ************** ** ** ** ** *** ****** ****** ******* ******************** ****** ************* ***** ****  ***** *****

  Business response

  11/03/2024

  HI *****, 

  Good afternoon, I hope this message finds you well. We do not offer door to door sales. For our sales representative to come to one's house it should be a scheduled appointment,

  We will be looking over the file and should be able to contact you shortly. 

  Thank you'

   

  Regards

  Retention Team 

  Customer response

  22/03/2024

  In reading the reply from the business, we are not satisfied with their reply and would ask that this case is not closed.  My mother unequivocally never contacted Provincial Smart Home Services to come to her house for this sale. ***** ****** ** ****** My understanding is that all companies must maintain records of any customer contacts requesting them to come to their house.

   

  In terms of next steps, can you request that the company provide documentation of the contact my mother made to them? As I said, she never contacted them (she’d just had a new furnace installed two years previously by a different company).  Their note also indicates that they would be contacting her shortly, but she has not been contacted by them. 

   

  Please let me know.  ***** * ********* *** *** ******** ******* *** *** ** *** **** **** ***** ** **** *******  ***** ****

   

  ****** ***** (on behalf of ***** *****)

   

  Cell: ###-###-####

  Business response

  25/03/2024

  Hello, 

   

  We will have our team send all the documents in regards to the appointment to you in the email. The customer also signed a CPA form with us which can be provided as well. 

  Thank you 

   

  Customer response

  26/03/2024

  
  Complaint: ********
  
  I am rejecting this response because I never contacted Provincial Smart Home Services to request an appointment in the first place. I've contacted them previously (via phone, as well as a formal email complaint) and they've never replied at all to any outreach. There is no documentation of my booking an appointment with them, because I never contacted them in the first place.   

  According to their response to you, they will provide documentation...but none exists other than the invoice their sales agent had me sign on September 13th ****** * ******** ** ** ******** **********. They also indicate I signed something titled CPA, but I'm not clear what this is. I was never provided the mandatory disclosure statement ***** *** ******** ********** *** ****** ** ******** *** *** **** ** ********** ***** ** ********  

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

  Business response

  05/04/2024

  Hello,
  
  As per our conversation with ****** today, I would like to clarify that our organization does not conduct door-to-door sales. We generate leads through various advertising channels such as social media platforms. In this case, the customer signed up through one of these platforms.
  
  Upon reviewing the account, I found that there was a valid and signed Consumer Protection Form that confirms the visit was not unsolicited. The form also clearly states the customer's rights under the Consumer Protection Act of 2002, Ontario.
  
  We take additional steps to ensure that our customers are aware of the terms and conditions of the agreement. These steps include conducting telephone verification calls to obtain verbal confirmation of the information provided. The customer might recall having gone through these confirmatory steps. Therefore, we are confident that the process results in enforceable agreements, and we intend to honor our obligation to provide any necessary service to the customer.
  
  Since the installation of the equipment, the customer has continued to enjoy full-service protection, warranty, and 24/7 support. She has availed of services such as duct cleaning, Smart thermostat repair 2 times, and water heater repair, which goes to shows that she is fully aware of the agreement she signed up for and the benefits associated with it.
  
  We are still in contact with ******, and we will strive to ensure an amicable resolution is reached.
  
  Thank you.
  
  Regards,

  Provincial Smart Home Services

  Customer response

  21/04/2024

  
  Complaint: ********
  
  I am rejecting this response because the statements contained in this response are not accurate. The company has told different stories about how I supposedly signed up for an appointment. I was first told that I signed up via a phone call, which they had a record of. I asked twice to receive this call record and was told it would be forwarded, but never received it. I was then told I signed up via ******** and asked for proof, but never received it. most recently I was told I signed up via *********, which I don't even use. I also never signed the mandatory disclosure statement they have claimed that I did. I was never shown this form nor did I sign it.  

  It is also ********** to state that I'm utilizing the warranty services - I had to call multiple simply to have the old hot water tank removed (which they left in my garage for months). 

  After having *** **** out to my house to interview me regarding my experience, we were contacted by the owner of PSHS, who indicated that this process had been poorly managed by the company, and that he would be cancelling my loan with ********* and refunding all payments made to date. I have received a refund for payments made to date, and a letter indicating that the loan will be cancelled, but the loan itself still appears to be active on the ********* site as of April 21st, with my next payment due on April 24th.  

  Until the loan shows that it has been cancelled and there is a zero balance in the ********* site, I will not be satisfied. 

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

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

  Business response

  29/04/2024

  Hello,
  
  We are pleased to inform you that we have successfully cancelled the loan on our end as well as *********. As a result, we consider the complaint to be resolved on our end. Our initial response was sent prior to the cancellation. 
  
  The customer has already ******** a confirmation email from both parties confirming the loan cancellation. Hence we are closing this case on our end. 
  
  We appreciate your patience and understanding throughout the process. Thank you for your understanding.
  
  Best regards,

  Provincial Smart Home Services

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Provincial Smart Homes (“PSH”) regarding their ********* claims of providing an ******** rebate of $2,000. Not installing my water heater safely and failing to follow through with our contract. I entered into a contract with them for installation of a water heater, service, insulation, where they promised the mentioned rebate, but it has yet to be fulfilled. In fact after 10 months ******** states PSH never even opened a file. PSH installed a water heater which is connected with Natural Gas. Shortly after installation of the heater, I started experiencing difficulties with my gas appliances. I kept looking to repair the appliances paying service fees and eventually after repeated attempts to fix the appliances, was told that it was a gas supply issue. This resulted in an emergency attendance by ******** who tagged my gas meter. Before installing the water heater PSH should have ensured the gas lines were the correct size and had an adequate supply of gas from the meter. The gas supply line required upsizing before installing the water heater as I already had different gas appliances in my home, *** ******** ********** **** ******* *** *** ****** ***** *** ******** **** **** ** ****  PSH must ATTEND to bring their work into good standing. Despite several messages they have failed to have a technician come to fix the problem. ******** will shut off my gas if it is not resolved within 45 days and time is running out. Furthermore, PSH failed to honour the agreement regarding the return of my rental water heater from ********, along with associated fees. Despite their promises, I have been informed by ******** that the account has gone to a collection agency, who are calling *** *********** ** *** **. ***** ********** ****** *** *********** ******** **** ****** *********** ************** * ******* *** ****** ******** ******** ************ ** *********** **** ****** ********** *** **** *********** ********

  Business response

  28/02/2024

  Hi, 

  I hope this email finds you well. Thank you for reaching out and bringing your concerns to our attention. Your feedback is crucial to us, and we want to assure you that we are actively looking into your file to address and resolve the issues you've raised.

  
  Rest assured, our team is committed to providing a swift and effective resolution. You can expect someone from our service team to reach out to you shortly to discuss the WH installation details and ensure that everything is resolved to your satisfaction. We are also working on your rebates and billing concerns
  We appreciate your patience and understanding as we work to rectify the situation. 

  
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly. 

  Regards,

  Retention Team 

   

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  They sent an Auditor to my home on February 24 to resolve the rebate issue. They told me an auditor was coming named Christian. Instead, Joseph showed up at my home (no business card) and stated he was a manager with Provincial Smart Homes and did not know why he was sent. He could not audit the home and had no idea of any of the concerns or issues. He took time time to take pictures of all the problems and said he would get back to me but that was the last I heard of him. 
  * ******** **** *** ***** ****** ***** *** ********** *** ***** ** ** ********** ** ******** *** * ******* They owe me $2,000.00 in promised rebates and there is no one who can provide an explanation as to where my Audit file is.
  Sincerely,
  
  ******* *******

  Business response

  05/04/2024

  Dear ******** *******,

  I am writing to remind you that your satisfaction is of the utmost importance to us. In the event that you encounter any issues or have concerns regarding the services you are receiving, please do not hesitate to get in touch with us.

  I would like to express my gratitude to you for confirming that the door camera is currently working fine. As we previously discussed, if you require any future service for it, simply contact us by calling our customer support line or requesting service through our customer portal, Pronto, and we will dispatch a technician to resolve the issue.

  I would also like to confirm that, as discussed with the dispatcher, the drywall repair has been scheduled with you for April 8, 2024, from 11:00 a.m. to 2:00 p.m. Regarding the rebate, as explained and agreed with our specialist, we will schedule an inspection once we receive an update from the auditor.

  We have a dedicated support team here to ensure that any problems you may encounter are promptly addressed and resolved to your satisfaction. Whether it is a technical glitch, a misunderstanding, or any other issue that may affect your experience with our services, we are committed to finding a solution that meets your needs.

  Please feel free to contact us at any time by calling our customer support line at ###-###-#### or emailing us at ***************@*******************.com. Our team will be more than happy to assist you in any way we can.

  Thank you for your continued support.

  Regards

  Provincial Smart Home Services

  Customer response

  23/04/2024

  I appreciate you advising that my satisfaction is of utmost importance to Provincial Smart Homes however it has been incredibly difficult to obtain customer service and reliable workmanship.

  
  

  Your drywall contractor did attend at my home to patch up the drywall in the garage. He didn’t bring the proper scaffolding ladders to reach the ceiling and unfortunately used my garage door to support his materials which resulted in plaster and damage to my garage doors.  ** ***** **** **** ***** ** ***** *** ****** **** *** *** *** ** ** * ******* ********* ******* *** ***** *** *** ** **********

  
  

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

  The contractor you sent was not able to address the insulation taping and sealing as he said this must be done by the insulation company.

  
  

  There has been absolutely no activity on the audit or matter of the $2,000.00 rebate to me. ******** maintains that Provincial Smart Homes failed to file the initial audit report which opens the file and shows the work legitimately needs to be addressed.

  
  

  I cannot get my rebate as promised until that paperwork is located by your offices.

  
  

  It is now 13 months overdue.

  
  

  * ***** **** ** ***** *** *** ******* ** *** ** ******* **** ****** ** ** ** *********** *** **** ********* ** *** *** *********** **** **** ********** ***** ****** I cannot accept that after 13 months they are still waiting for the auditors response and yet have no paper trail of the initial audit at my home. 

  
  

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

  
  

  Business response

  10/05/2024

  Hello,
  
  Thank you for taking the time to speak with our representative Saveena few days ago regarding your rebate.
  
  As discussed, our company assists customers in receiving rebates by installing eligible equipment and facilitating the post-installation audit which is done by independent auditors. However, it is important to note that the rebate is a government program, and as such, we do not have control over the timeline. Having said that, as previously agreed, we have forwarded your name to the auditor again and will schedule an appointment once the audit inspection resumes.
  
  Be rest assured that we will honor our rebate commitment to you.
  
  Regards,
  

  Provincial Smart Home Services

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Purchased heat pump told 48 bi weekly for 20 years but state warranty is for 20 but says only 10 years it’s been 3 days and they stated they would do everything regarding cancellation which they haven’t. I have to call to cancel at ******** changed original amount of rebate from 2700 to 200 then 700 but received nothing. The loan they made me sign states only 0% for first 12 when they told me for whole term 0 % also stated I cancel within 10 days no penalty but takes 14 days to receive rebate and no one is returning messages so far. This paperwork was signed day before install. They changed amount to 25000 from 35000 and changed bill credit from 2700 total to 200 then 700 due to of how long it took and the time they started which was 2 hours late. On window I was given and 3 hours longer than I was told . * **** *** **** *** **** ** ** ***** *** states I can cancel within 10 days

  Business response

  28/02/2024

  Hello ***** ,

   

  Our retention department will touch base with you within 24 hours . 

   

  Thank you ,

  shae

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They have yet to contact me. I called them and they still have not completed cancellation and or stop payments from financeit. Still waiting.  
  Sincerely,
  
  ***** ****

  Business response

  27/03/2024

   

  Hello *****,
  
  Thank you for taking the time to speak with me earlier regarding the closure of your account and the removal of the equipment. I am reaching out to confirm that your account has been closed, and all equipment has been removed as discussed.
  I appreciate your confirmation that all outstanding concerns have been taken care of. 
  We apologize for any inconvenience you may have experienced. Thank you for your patience and understanding while we worked to resolve this issue.
  
  Regards,

  Provincial Smart Home Services

  Customer response

  06/04/2024

  
  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. Just note that cancellation and money loan returned took 60 days almost 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  31/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On the 23 March 2023, a man named Mario R. representing Provincial Smart Home, attended my residence to provide information on upgrading my HVAC system, a new furnace, a tankless water heater/boiler, a **** filter, added insulation in my attic. Those were subsequently installed to my satisfaction. There were several bonuses including bill credits and a rebate. The rebate is written into the contract for $3250.00. The credits have not been applied, the bonuses were installed, but the rebate has never been paid. I have been in touch with the Etobicoke office more than twenty times. Each time the representative has told me the rebate ($3250.00) has been approved and will be deposited into my account within the next end of month, end of week etc but it has never been deposited. Several time when I have requested to speak to Customer Relations, I ave been put on hold but no one ever picks up. After a lengthy wait I have hung up ** *********** only to call again and get the same run around. I have spoken to Mario R, he promised me a call back but I have never heard from him again. * ***** **** ******* *** ******** *** ****** ***** **** * ***** ***** *** *** ******** ** ******* *** ***** ** *** The other incentives were word of mouth so I feel these are write offs. * ****** **** ***** ** **** ******* **** *** **** ************** *** ** ******** ***** *** ****** ****** *** **** ***** ** ****   I feel I’m getting the run around, I’ve never been able to speak to their Customer Relations in an attempt to resolve this issue. I want my promised rebate of $3250.00. We have dealt with the Etobicoke office throughout our transactions and have since paid out our initial loan. * **** **** ********* ********** *** *** **** ******** *** ** **** ***** ********* ***** *** ********* **** ** *******

  Business response

  28/02/2024

  HI, 

  We sincerely apologize for the issues you've been facing. Please be assured that we are actively looking into the matter and are committed to resolving it collaboratively with you.
  Your patience and understanding are greatly appreciated as we work towards a satisfactory resolution. If there are specific details or additional information you would like to share, please feel free to do so.
  Thank you

   

  Regards,

  Retention Team 

  Customer response

  01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: by reading the response it still does not suggest my $3250.00 rebate will be honoured.  When the money is deposited into my account I will accept the resolution of my complaint.
  
  Sincerely,
  
  ***** ****** ****

  Business response

  03/04/2024

  Good morning  *****,

  I hope this message finds you well.

  I attempted to communicate with you this morning to provide an update on your rebate payment, and was pleased to speak with your spouse.

  I am writing to inform you that we have processed the outstanding payment for your rebate as noted on your invoice, in accordance with our standard procedures. We apologize for any inconvenience caused by the delay, and we sincerely appreciate your patience while we reviewed your case.

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

  If you have any further inquiries, please don't hesitate to contact us at ###-###-#### or ***************@*******************.com.

  Best regards,

  Provincial Smart Home Services

  Customer response

  13/04/2024

  
  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

  31/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Provincial Smart Homes promised a $2000 rebate at time of sale, April 2022. I have been waiting for this money since Jan. 2023. I finally called them in mid-December and was told I would have the money within a week. I have called them once a week since then and have been told the same, except when I called on Jan. 29, when I was told that I would have to wait another 30 days to receive my refund. This is UN-acceptable..

  Business response

  28/02/2024

  Hi, 

  We want to express our gratitude for bringing the recent challenges to our attention. We sincerely apologize for any inconveniences caused and want to assure you that we are actively investigating the matter to address and resolve it collaboratively with you.
  Your patience and understanding are highly valued as we strive for a swift and satisfactory resolution.

   

  Regards,

  Retention Team

• Initial Complaint

  29/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We needed a hot water tank and provincial smart home was offering a free energy assessment with rebates for qualified customers. We qualified. Got the hot water tank along with a heat pump and attic insulation. They then damaged our furnace that was existing and wouldn’t answer once complaint was filled. Did not receive any rebates. They sent an invoice of 20,500$ to collections. That damaged my credit Now we are left with a broken furnace and a massive debt way more then these products are worth. ******* is the collection company

  Business response

  28/02/2024

  Hi ****, 

  We apologize for the trouble caused. Please contact the collections company to resolve the issues. If there are any specific details or additional information you would like to share, please feel free to do so.
  Once again, thank you for your communication, and we are committed to resolving this issue promptly.

   

  Regards,

  Retention team

• Initial Complaint

  29/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had work done at my home by Provincial Smart Home Services. They advertise a rebate. With approx $15000 of work done, my rebate amount was $2150. They keep telling me the rebate is ready to pay out but it never comes.

  Business response

  28/02/2024

  Hello, 

  Thank you for bringing the recent issues to our attention. We sincerely apologize for any troubles caused, and please be assured that we are actively looking into the matter to resolve it with you.

  
  Your understanding and patience are greatly appreciated as we work towards a swift and satisfactory resolution. If there are any specific details or additional information you would like to share, please feel free to do so.
  Once again, thank you for your communication, and we are committed to resolving this issue promptly. 

  Regards,

  Retention Team

• Initial Complaint

  26/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We signed up for Smart Home Services and it all got installed great! They were supposed to contact **** ******** to cancel our water heater & pay it off. They didn't do that and we got charged for January. (Ontop of that it's been in our driveway for almost 2 months) We have tried calling multiple times and have been told that they will call us back. We have not heard *** * ** ** ******** I don't want to keep being charged for this and I can't get a hold of anyone

  Business response

  28/02/2024

  HI, 

  We understand the ongoing concern regarding the water heater with ********. We are working on your file and will be contacting you with the final details of the reimbursement. 

   

  Thankyou

   

  Regards,

  Retention team

  Customer response

  28/02/2024

  
  Complaint: ********
  
  I am rejecting this response until it has been paid back. I'll keep an eye on my email for more information.  We need the reimbursement  (sent you a month ago) & how we get our $8000+ grant you promised us.
  
  Sincerely,
  
  ***** *****

  Business response

  11/03/2024

  Hi ***** and ******,

  Good afternoon, I hope this message finds you well. As per our records the audit has been completed on 01/22/2024 and as per ******** timeline to get the rebates cheque it takes 6-8 months.

  Also, please send us your void cheque to our *******@*******************.com and we will process your buyout reimbursement. 

  Thank you

   

  Regards

  Retention Team

  Customer response

  22/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have sent those papers to you to be refunded Friday end of last week. I don't have the money in the account and it said 3-5 business days. Once that is in the account we will be good. I appreciate the information on the 6-8 months for the rebate.  How will we be receiving that money, just so I know how to look for it? 

   

  thanks for your help
  
  Sincerely,
  
  ***** *****

  Business response

  03/04/2024

  Hello,
  

  I am pleased to inform you that we have conducted a thorough review of this case with the customer and made the required outstanding refund in line with our procedure.
  

  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

  13/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: we don't have the money yet. The second it comes through I will accept and close this case. Appreciate the help!

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

  Business response

  26/04/2024

  Hello,
  
  We made the required outstanding refund in line with our procedure. All attempt to reach out to the customer for confirmation has failed as they are not responding to our calls or returning them. 
  
  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

  01/05/2024

  
  Better Business Bureau:
  
  I got the payment right after my last reply but couldn't figure out how to contact BBB. Despite them not trying to call me it has been resolved.

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

• Initial Complaint

  26/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have submitted the paperwork for a buy out with our previous HVAC provider. As stated in our agreement with provincial smart home services they have to process this and complete the buy out. We have attempted multiple times to contact the company with no response. We are looking to be contacted and to have this buy out complete immediately.

  Business response

  28/02/2024

  Hi ********, 

  I hope this email finds you well. Thank you for reaching out and bringing your concerns to our attention. Rest assured, our team is committed to providing a swift and effective resolution. You can expect someone from our team to reach out to you shortly to discuss the details and ensure that everything is resolved to your satisfaction.
  We appreciate your patience and understanding as we work to rectify the situation.
  
  Thank you for reaching out. We've noted your concerns, and we want to assure you that we are actively looking into your Buyout issue. Rest assured, we are addressing it urgently and will have it taken care of. Someone from our team will contact you shortly for further details.

  Regards,

  Provincial Retention team 

*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. ↩