Complaints

This profile includes complaints for Efficiency Solutions Comfort Services Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Efficiency Solutions Comfort Services Inc.

  64 1833 Coast Meridian Rd Port Coquitlam, BC V3C 6R8

• 

  Efficiency Solutions Comfort Services Inc.

  400 229 Yonge St Toronto, ON M5B 1N9

• 

  Smart Home Group

  400 - 229 Yonge St Toronto, ON M5B 1N9

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to cancel the overall service from Efficiency Solutions as they have not been contacting me for prolonged periods. 

  Please see attached documents. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  The last message I sent to Roberto was on November 23, 2022. The last service I have received from this company was when they sent a technician to my house on October 31, 2022, and it was also not solved that day.
  I spoke with William, who is a staff from Efficiency Solutions, on October 28,2022, discussing the problem and he was taking note about it. There was no further action afterwards.
  I request to stop the service & would also like to stop the payment.
  Additionally, I am paying the company each month WHILE making requests for a technician to come to my house and fix the AC Units. They did not send anyone. Once I was able to get a hold of an agent, I was only told to call the office and to dial 604 620 3442 because he is away on vacation. I was still calling month to month. I sent a letter as another attempt to reach out, to their office but it was returned to my home stating the owner has moved.

  Business Response

  Date: 07/02/2023

  Hi *****,

   

  Our office will contact you to clarify your last service in Oct 2022. If you require future service please contact us at 604-620-3442 ext 2. Our team will dispatch a technician to service your system.

   

  Kind regards,

  Client Care Team

  Efficiency Solutions

  Business Response

  Date: 13/02/2023

  Hello,

   

  The rental agreement is with ***** and the request to cancel must be made directly with *****. Efficiency Solutions does not do any billing or collecting nor is Efficiency Solutions authorized to cancel any agreement between the client and *****. The client will need to reach out directly to ***** for their cancelation request. If the client needs service in the future they can reach out Efficiency Solutions our team will ensure she receives top teir service.

   

  Kind regards,

  Client Care Team

  Efficiency Solutions

  Customer Answer

  Date: 14/02/2023

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

  to whom it may concern, 
  
  Please see attachment.
  
  
  Respectfully yours,
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 21/02/2023

  We are actively reaching out to the customer to assist.

  Customer Answer

  Date: 24/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Please see attached documents. Efficiency Solutions emailed me on February 17, and phoned me and asked my availability between February 21 to 24. We both agreed on February 24. They had informed me that they will call to confirm on February 23 for the technician to come on February 24. 

  I have sent an email follow-up this morning (February 24) at 7:00 AM, because I did not receive a call on February 23, for technician to come on February 24. It was only an email stating, to check.

  February 24 at 9:15 in the morning, a lady informed me that they have to reschedule the technician. I have already taken time off for the schedule. They wanted to reschedule from February 24 to February 27. That is another inconvenience from my time off work. After the conversation, I requested her to e-mail me the reason of rescheduling. I have not received any email since then. 

  There is no reassurance nor trust with this company, as they have prolonged the process to fix the issue. 

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

  Phone Number: *** *** ****

  Email: *******************

  Business Response

  Date: 24/02/2023

  We reached out to Mrs. ******** last week to schedule a time and date. During which Mrs.******** mentioned that she would be available all day, on Friday February 24th, we did let her know that we would follow up with her a day prior to confirm with her. Our office tried to contact Mrs.******** as promised, on Thursday at 3:25pm and again at 3:38pm (via phone) during which we couldn't reach Mrs. ********. We followed up and asked to reschedule on the morning of February 24th via phone due to unexpected delay on our technician's schedule. We want to ensure that we dispatch the right technician to resolves the issue at Mrs.********'s resident. We asked to reschedule this for Monday, or provide us with whichever days works best for Mrs.******** and we would accommodate accordingly

  Customer Answer

  Date: 04/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On February 27 2023, is supposed to be the technician to be coming at my house. Then I received a call later from Cristina, from Efficiency Solutions, asking to reschedule. February 27 was a technician issue. Cristina asked me when is my next availability and I said March 7. Cristina asked if there was any day that is earlier, and then I said March 4. I e-mailed them for March 4, Saturday. 

  These are the dates that informed us about the technician coming in to fix the A/C:

  - February 24 coming in to fix - technician issue - (Consistency re-booking) 

  - February 27 at 5:46 PM:Efficiency Solutions called, if anybody home for February 28. I answered nobody is home. At the same time, they are asking to reschedule going into March. I initially gave March 7. Then Cristina asked me if there was anything earlier than March 7. I e-mailed them that the earliest I can do was March 4, Saturday. Since then, they did NOT response to me about any updates in regards of scheduling. 

  Before March 4, I called the office and spoke with William. I am confirming that a technician would be coming on March 4, and William said it would be okay. I did not receive any response what is going on for March 4 schedule since then.

   

  No technician showed up, called or email us for any updates. 

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

  Business Response

  Date: 07/03/2023

  Hello,

   

  we contacted the customer advised that the technician will be arriving. Customer confirmed husband would be home. When the tech arrived no one answered the door. We have a technician scheduled for Mar 8, 2023 between 1-3pm. Please ensure someone is able to receive our technician.

   

  Kind regards,

  Customer Answer

  Date: 09/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In response to their email, I had called the office before March 4 to confirm about March 4 schedule for technician. The agent at Efficiency Solutions, William, said it was okay. We are all aware that there was a technician that was supposed to come on March 4. 

  On March 7, I called them to ask why a technician did not come on March 4. The agent,  Cristina, from Efficiency Solutions, said there was no technician available despite William saying it was okay. Then Cristina asked me what is my next availability and then she asked if I am home on March 8. 

  On March 8, at 9:10 AM, Cristina called me to inform me that the technician will be coming in about 20 minutes. The technician, Dan, came at 9:44 AM. 

  Dan informed me that the [compressor] was broken and needs to be replaced and that it is still under warranty. He then informs me that he had called ******* to have a replacement. He did not know when the replacement was coming as he was still waiting for a call back from ******* so he told me that once he has hold of that information, he was going to call me. I ensured he had my contact information before he left my home. He said he had my phone number. 

   

  Until now, I did not recieve any call or email from Dan or from Efficient Solutions in regards of the broken [compressor]. He also told me that he was going to talk with the owner of Efficiency Solutions, Roberto M****. 

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

  Business Response

  Date: 11/03/2023

  Hello,

   

  Please either wait from the office for an updated on the part or contact our office directly by email. Once we have an update we will follow up. Please note that there maybe some charges due to the nature of your service request and replacement.

   

  Kind regards,

  Customer Answer

  Date: 21/03/2023

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

  March 21, 2023 
  11:33AM (Agent: Cristina) 
  
  I spoke with Cristina to follow up after the technician visit in regards to the A/C. I am aware that the technician, who came on March 8, 2023, informed me that the compression was the issue. 
  I am wondering why Efficiency Solutions did not call ******* if it needs to be replaced under warranty. I believe that compressors last 5 years and this unit is 2 years from the installation date of June 17, 2020.
  I did not receive any updates from the company until I had reached out to them today via phone call (March 21, 2023). Since then, March 14, 2023, I received the response from my letter, that they will update me. 
  I asked Cristina if I could ask for her manager, and she responded that she cannot provide me for the manager, and she ended the conversation.  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 03/04/2023

  Hello,

   

  We have contacted ******* directly and a ticket has been opened. We have followed up with them multiple times and we are waiting for them to respond as to whether they will warranty the part or replace the whole compressor.

   

  We will continue to follow up with *******, we will update the client as soon as we have a response.

   

  Kind regards,

  Customer Answer

  Date: 04/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I would like to have consistency in regards of the updates of fixing my A/C Unit. This is a prolonged ongoing issue. I have not received any updates from Efficiency Solutions and about the replacement/repair of the compressor. 

  I would like a solution to this ongoing issue. 

   

  I have also e-mailed Efficiency Solutions for an update on March 27 and have not received a response. 
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Improper installation of condensate drain pipe preventing removal and installation of air filter.
  Front panels stuck, so filter cannot be installed from inside furnace.
  My wife has allergies, so this needs to be corrected.

  Business Response

  Date: 02/02/2023

  Hi *********,

   

  We have received your request to have repair on your condensate drain and our dispatch dept will contact you to schedule a time to have the service done. For future you can email us service request at [email protected] or call our office 604-620-3442 ext 2 .

   

  we will be contacting you today and sending a technician within 3 hours to service you .

   

  kind regards,

  Client care team 

  Efficiency Solutions 

• Initial Complaint

  Date:24/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had them install a furnace in August. Was tod by Kevin that if there are any issues with the furnace that they will had someone here in less then 24 hours. The gas inspector came by 2 weeks later and there are installation issues. Did not hear of them. I contacted efficiency solutions they said they would look into it. Never heard back. Contacted them again. They finally gave me a date for October 20 or 21. Well no one showed up. Called them on the 21 to get the techs phone number to find out what time they would be by. Guy had to talk to manager. Got back to me and said the tech is in and out of cell service and they can't get a hold of them* * **** **** * ** ******* *** *** ****** *** *** ******** * *** **** ***** ***** ** ****** ** **** ******* ****** ** ** **** ******** **** **** ****

  Business Response

  Date: 25/10/2022

  Someone from our office will contact Mr. ***** to coordinate when the technician will be stopping by to correct the non compliance. We apologize for any inconvenience

   

  Our office has contacted Mr.***** in regard to this matter. We informed Mr. ***** that we will be in contact with him within this week to coordinate when a technician can come by and correct the non compliance. We do apologize for any inconveniences that this matter is causing.