ComplaintsPolicy

Tell us first, and tell us plainly

Call or email and say what has gone wrong. You will not be treated any differently for complaining, and raising something does not affect any warranty on your job. Raising it early is genuinely better for both of us: most problems with mechanical work are far easier to put right in the first weeks than after a season of running.

What helps us sort it out

If you have these to hand, it moves considerably faster:

• ▪The property address and roughly when we were there
• ▪What you expected to happen and what is actually happening
• ▪Photographs, if it is something visible
• ▪What you would like done about it

What we do about it

We acknowledge it within two business days, from a person rather than an automated reply, confirming what we have understood and who is dealing with it.

We look into it properly — the estimate and the job notes, a conversation with whoever did the work, and in most cases coming back out to look at it, because photographs of mechanical work only go so far.

You get a written response within ten business days setting out what we found, what we are going to do and when. If the review genuinely needs longer, we tell you why and when to expect an answer rather than letting the date pass.

After any corrective work, we check back with you to confirm it is actually resolved rather than assuming it.

If that does not settle it

Ask for it to be escalated to the owner, who will go through the file personally and respond to you directly.

Beyond that you keep every option you started with. In Alberta, consumer complaints about a business go to Service Alberta, which handles consumer protection for the province, and you may also have recourse through the courts. Using this policy first is not a requirement and does not limit those rights in any way.

If it is about your information

Complaints about how we have handled your personal information go through the same route. If you are not satisfied with our answer, the Office of the Information and Privacy Commissioner of Alberta oversees private-sector privacy in this province.

What happens afterwards

We keep a record of what was raised and how it was resolved, and we go back through those records, because the point of a complaint is that the same thing does not happen at the next house.