Business ProfileforNorthern Plumbing & Heating Ltd

I have contacted them to fix the outstanding problem multiple times over the last few years. They have sent out 2 employees to do the job at 2 seperate times and still charged me for a callout fee yet they are unable to fic the problem. Why would i pay a company that has not completed the work or finished the job? I told them that i would pay once the job was done completely and they decided to send me to collections for the money i owe them. i do not owe them any money when the job was not completed and would pay in full once the job was finished.

February 17, 2021 customer called with no heat. Technician found the heat working while he was on site but found the filters dirty and causing a banging noise. Customer is changing his own filters. NOTE: Furnace is 19 years old. (Invoice was paid in full)March 12, 2021 - Call from customer saying the furnace is still making a clunking noise and shaking, clicking. Technician found the blower motor failing, excessive end play in bearings. Vibration is from the blower motor. Customer requested a quote for a new blower motor. (There was no charge for this callout)March 15, 2021 - Quote #**** was sent to customer. June 7, 2021 - Removed old blower motor. Took blower assembly outside and gave it a good wash. Installed a new blower motor. (Invoice was paid in full)April 10, 2022 (almost a year later) - Customer called after hours for no heat. Technician found faulty hot surface igniter and replaced it. NOTE: Furnace is 20 years old and should be replaced April 16, 2022 - Invoice 10 04 22 02 was sent to customer We tried multiple times to contact customer by phone for payment. We sent an email to the email he provided (which is different than the email he has on his complaint to BBB), we called multiple times but the customer did not respond to any of our efforts to contact him.July 23, 2022 - we emailed an immediate action letter with the outstanding invoice 10 04 22 02 at 1:09 pm MDT and our system could see that the customer reviewed it the same day at 2:29 pm MDT. We did not hear back from the customer. The Immediate Action letter clearly states that "you have 10 business days in which to forward the full outstanding amount", August 19, 2022 - Sent customer to collections. August 21, 2022 - Customer left a message with our call center: "Has no a/c caller wants to talk to the owner and was extremely angry that you took a wire out and said he didn't need it and advised he was calling the BBB on you guys and he is NOT paying the call out fee because all you do is charge him more and more money".September 6, 2022 - Customer called the office regarding an unpaid invoice and said he had been down East for a couple of months. He was forwarded to our bookkeeper. who does the billing and discussed the invoices. The bookkeeper mentioned to the customer that we sent his file to a collection agency on August 19, 2022 for not making any attempts to make a payment. The collection agency would be calculating the interest charges and the bookkeeper did not know the current owing amount because of the interest charges. The bookkeeper told the customer that we could see that he viewed the Immediate Action Letter on July 23, 2022. The customer proceeded to say that he is not happy with the bill, that he had to call us 15 times to fix the issue, and he will be complaining to BBB. The bookkeeper tried to tell the customer that the customer had not called us 15 times but the customer cut the bookkeeper off. He said that he was in Cape Breton for the last couple of months and didn't know about the bill. The bookkeeper tried to tell the customer that we have proof that he viewed the invoice and the Immediate Action Letter on July 23, 2022 at 2:29 pm MDT, but the customer cut off the bookkeeper in mid sentence again. The bookkeeper told him that the invoice is since April and we called and emailed statements several times. The bookkeeper was going to go over the timeline of the visits but the customer said to the bookkeeper to have the manager call him. The bookkeeper explained that she is the one who does the billing and discusses the invoices. The customer said that he will not be speaking with the person that is not important and to have a manager/owner call him. The owner called and left a message at 11:38 am on the same day, September 6, 2022, The customer tried calling back the same day but we missed the call.September 7, 2022 - Customer viewed invoice and immediate action letter at 11:09 am MDT September 8, 2022 - Customer viewed invoice and immediate action letter at 7:10 am MDT

Correction: Our reply stated that the customer called us on September 6, 2022 but he actually called us on September 7, 2022.