Hallmark HVAC & Enviro-Restoration Reviews (%countItem)
Hallmark HVAC & Enviro-Restoration Rating
Address: 23 16458 23A Ave, Surrey, British Columbia, Canada, V3Z 0L9
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High Level Summary: Fireplace purchased and installed by Hallmark Heating on Oct 16th 2019 is not working and Hallmark has been significantly delayed in resolving and has not been returning calls to resolve. They have repeatedly not kept commitments on the resolution plan or the communication.
Detailed Summary.
• July 2019 hired Hallmark heating to do a number of services at our home, one of which was to install a gas fireplace in our downstairs tv room.
• Significant delivery delays for material resulted in delayed installed.
• Oct 14th Hallmark installed a gas fireplace but it was the incorrect model
• Oct 16th. Hallmark was able to install the correct fireplace model.
• Oct 16th bill was paid in full as the fireplace was working but Hallmark (Rob) advised they would drop off the remote when they were in the area and the duct cleaning and furnace filter would get addressed once we had finished some drywall repair.
• Mid November due to weather we attempted to use the fireplace. Less than 20% of time the fireplace would ignite and stay lit so Dec 1st I emailed Hallmark (Dan) to advise of the issue.
• As of Dec 3rd I had no reply to I texted Dan to advise of the email. He indicated that he would call me on Dec 4th.
• No call back received Dec 4 – 20
• Dec 21 still no response so I reached out to Dan again. He called back and said a tech would come late in the day on Dec 23rd.
• Dec 23rd Dan emailed to advise that the tech was held up and would not make it to our place. Dan said he would reach out in January.
• Jan 6th I had not heard back from Dan so I email to follow up on a tech coming out. No response was received.
• Jan 9th still no response I followed up again and he responded that he would send someone or come personally on Jan 13th
• Jan 13th no one from Hallmark came back. No phone call or communication received.
• Jan 14th No show again. Followed up and Dan said Rob will come Jan 15th or he will personally come Jan 16th
• Jan 15th no show. Rob to come Jan 16th instead of Dan
• Jan 16th Rob comes. Says he fixed issue by unplugging and plugging it back in. I told him it doesn't make sense as the issue is the flame doesn't hold. Electrical is for starting not keeping the flames. He leaves. I text Dan that I am concerned the issue is not fixed.
• Jan 18th. Fireplace is not working again. I message Dan. No reply
• Jan 20th Emailed Dan again. My husband also texts him and gives him 2 options to come and resolve.
• Jan 27th. Dan was to come but did not show. When follow up was done he says remote hasn’t come in and he will call Jan 28th.
• Jan 28th. No call from Dan
• Jan 30th. I texted Dan again and still no plan.
• Feb 3rd Arrangements are made to come for Feb 6th to look at the fireplace.
• Feb 6th Dan and Rob come. Rob completes the duct cleaning and Dan completes the filter. Still no remote but indicates he is working on getting it. He troubleshoots the fireplace and says that part was damaged on install and he ordered it but is unsure how long it will take. He says he will personally install it when it arrives.
• Feb 14th I message Dan for follow up on status of the remote and the fireplace repair.
• Feb 18th. I have not heard back so I follow up again. He response to say his hands are tied and that he has no resolution date. I message back asking for a better outcome. He said he will get back in a couple of days.
• Feb 24th. I have had no word from Dan so I follow up again. He says he is working on it and will get back to me in the afternoon.
• Feb 25th. No call was received in the afternoon so I text Dan again. Dan says the mfg wants to come over an take a look on Feb 26th. I am out of town so I advise I can arrange someone to come over so they can look but need a time. No response is given.
• March 2. Still not word from Dan at Hallmark so I follow up again. He responds that I will get a call that day to schedule a visit for Wednesday that week
• March 2nd I text end of day as I have not received a call. Dan says it will be Tuesday or Wednesday and he will have the MFG call me directly.
• March 3 Still no call as promised so I again follow up. Dan advises that the MFG person is out of office until Friday but Dan will call them first thing on March 4th and then call me.
• March 4th. No call was received a promised. I text Dan for an update. No response.
• March 5th I text Dan again for update. No reponse
• March 9th I text and email Dan for an update on status no reply.
• March 10th I text again and call Dan. I do receive a call back but appears to be by accident as I can hear him speaking to his upset children. I hang up and text him asking if he has an update. No response. Open up this complaint.
We completely understand your frustration. Unfortunately, we could not have anticipated this issue with this fireplace, the wholesaler or the actual manufacture themselves. We as a customer have been let down as well. We have been having many phone conversations with the branch manager of ***, the supplier of the fireplace. We were given numerous promises of return phone calls and a promise, someone was going to be going out to your home from the wholesale supplier to confirm that this brand new fireplace had an issue. We did change phone providers on the last day that you attempted to get in contact with us and we did not actually receive your text or voicemail. As you know, we contacted you the following day. Since this was left with the Revdex.com, I finally managed to get a representative from the supplier/wholesaler go to your home to take a look at the fireplace. The manufacture themselves have told us that it will take months to get the part in question. We also appreciate that this is an unacceptable timeframe. As a company, we will not be providing this particular fireplace brand in future. Not because they are not a good quality fireplace, but because of the back end support from the supplier, as well as the manufacture. This really has not been about us not trying to solve this issue, it is more about our hands being tied to get the supplier/wholesaler and manufacture to back their product now that the supplier/wholesaler has sent a representative to confirm that this brand new fireplace does actually have a functioning issue, we should be able to get this issue finally resolved.
Sincerely, Dan H
Complaint: ***
I am rejecting this response because: yet again we have not heard back from Hallmark Heating. *** sent an amazing person over to check the fireplace and make a report. I think they are a great company and their follow up was wonderful. I know they sent to report to Hallmark over a week ago and of course we have had no response from Hallmark. I do not believe Hallmark's diagnosis of the issue was correct and believe it is an install problem.
Good customer service does not involve having to do multiple follow ups. They should be proactively following up with us. It is clear to me that there is no urgency with this company to resolve issues. While I appreciate there are some serious issues going on in the world, the fact that we have had to do almost 40 communications since October 2019 (well before any world issues) to get this resolved is simply unacceptable. I am tired of excuses and would like a clear plan of action sent to me in email.
Sincerely
After the representative from the supplier of the Gas Fireplace visited ***’s home, we now have A plan of how to solve the fireplace issues. The only reason we have not made further contact with *** and her husband ***, is due to the COVID-19 pandemic. We are not performing any work in residence homes at this time. As soon as the government of Canada NBC give the OK to perform work As usual and Lyft social distancing we will be contacting *** and *** to schedule the visit to further attempt to solve the issue. We are sincerely sorry for the inconvenience this has caused *** and *** Sincerely, Daniel H
Complaint: ***
I am rejecting this response because I expect the full and transparent remediation plan to be shared with us immediately. We know *** supply provided this prior to the COVID mandates coming down and Hallmark has been gravely remiss in being open, honest and transparent with their approach. Rather than admitting their mistakes, they have chosen to not communicate or to take action. Given this issue has been going on for months their lack of urgency to resolve this issue has significantly reduced trust that they will do as promised.
To be satisfied we want:
- The full report from *** Supply to be shared with us on their recommendations that they made to Dan. We know it is not a parts, but rather an install problem. Dan has failed to admit this or to share the report. Had I not rejected his last reply to the Revdex.com he would be continuing with his position that a part was required and blaming *** unfairly. This is dishonest and poor customer service. The full, unedited report will ensure that everyone is clear on the real root of the problem and the path forward.
- An agreement that a properly certified gas person (not Dan or Rob) will come to work on the issue within 5 days of the in home restriction being lifted at a time convenient to us. Durmont or the Robert that installed the gas line would be satisfactory to us as they are properly licenced.
- An agreement towards communication accountability by Hallmark. By this, they will proactively keep in touch every 2 weeks with their plans via email, even if the plans are on hold due to COVID. I would recommend that they agree to send an update by 5 p.m. Pacific on Mondays so we all have a clear understanding of expectations. As my compliant has shown we have repeatedly had to chase them for answers, often not receiving a call back as promised, and thus having to work through the Revdex.com.
- An agreement that should they fail to resolve the issues post-COVID within 2 weeks that they will refund the full amount we paid for the fireplace so we can seek a company that can do a proper install.
Sincerely
What I had wanted was:
- A copy of the report from ***. I now know that Hallmark was sent this report March 13th.
o Dan has not returned our calls related to this report and has only given that simply statement on the complaint saying first “his hands were tied” and then that COVID prevents him from resolving.
- A weekly email update on if the COVID situation has changed for them
o This was wanted because they have been very neglectful throughout us working with them to return emails and calls.
Once COVID lifted I wanted
- An agreement to come to our home within 5 days of the COVID situation being lifted since this issue has been outstanding for months.
- If they didn’t fix it within 2 weeks then I wanted a refund & they could remove the fireplace.
By no means has this fireplace issue been handled as well as it could have been, but we don’t usually have issues with brand new manufactured fireplaces either. I certainly do not mean to be argumentative, but I crossed referenced the texts, e-mails & calls with the dates listed in the complaint & the communication, as it may not have been as good as it should have been, it was actually more frequent than the list of no response and no call backs, stated in the complaint. I completely understand why *** and *** are upset and frustrated. I have been very frustrated with the supplier and the manufacture as well to the point that this experience has actually made it, where we don’t believe that we are going to stall their products in future. We have never had a brand new manufactured product have an issue, such as this in all the years we have been in business. I do not mean to pass the buck, but it was difficult to have the supplier’s general manager from the supplier to return my calls as well as to go by the home to verify that there was an issue with the fireplace. I did contact *** on December 23 and received a reply stating that she was going to be away until January 6. We did make a few visits to the home and truly believe that the issue was solved. Obviously it was not. You had no intention of ignoring this issue, Hence our multiple visits as well as the eventual supplier’s representatives visit The Covid pandemic occurred shortly after the suppliers representatives visit. This is the reason we have not scheduled another visit to the ***’s home to ultimately solve the fireplace issues with the information that we have since received. Providing the ***’s will have us, we will contact make contact again, to schedule to visit their home, when the green light to go into residence homes for non essential services/repairs, with the full & best intentions to ultimately solve this issue. Also, if excepted, we intend to provide years of free maintenance for their fireplace and all of their HVAC equipment (Furnace, Heat Pump & Ventilation/Duct Cleaning) to compensate the ***s as best as we can for there inconvenience with this matter.
Sincerely, Dan H
Complaint: ***
I am rejecting this response. Let me start by stating that we have kept
very detailed records on the contact with Hallmark. It is false that there were more frequent
communications. I truly wish there was. It
has been a constant effort of us chasing them for resolution on a variety of
issues that we encountered throughout all the work they did for us. I feel we have been very patient and
understanding when they ran into snags throughout this nearly year-long
process. I would also like to say that
I was not away until January 6th. This is false. I was in fact on vacation from work but at home during
this time. He could have accessed the
home at any time had he wanted to. He called me Dec 23rd because
they were going to be a ‘no show’ again as the person he was going to send was
held up on a job. With Christmas
vacation and his staffing he wanted to defer it until January. I wanted to be reasonable and so I
agreed. He did not proactively reach
out though once January came. I had to chase him yet again. He still has not contacted us directly or
returned calls since March. The only
reason I knew he wasn’t going to do any follow up after getting the report was
because he responded to the Revdex.com issue.They had to make a few visits to our home
because the person they sent was completely incompetent. I even rejected their
troubleshooting on the spot and contacted Dan to raise my concern that it
didn’t make sense, and sure enough their troubleshooting was incorrect and they
had to return. Now that I have a copy of
the actual report that Hallmark was provided by *** I can see from the write
up and the photographic evidence that the issue was caused by incorrect
install. 1) There were several holes in the
ducting as shown in the photos in the report. 2) flue restrictor was the factory
position #1 and it was supposed to be in position #2 as per the manual. This error actually cause a part failure with
the pilot that was uncovered when I had another provider do a comprehensive
inspection. I should note that Hallmark has not
provided this report to us. *** did because we weren’t having any success
hearing from them. Despite the response
that they couldn’t enter homes, I was able to validate with both the Federal
and Provincial sites that this work fit within the essential services
guidelines—especially given that the fireplace is the main source of heat for
downstairs, which is why we contracted Hallmark to put this in. As such, COVID had no impact on them being
coming to do the repair sooner. Given
Hallmark was non-responsive, even to the Revdex.com was several weeks, we called another company to come and action the
report completed by *** Supply as we were concerned for our safety. When that company came out to do a more
robust assessment they also discovered that as the *** report showed the
ducting was damaged and needing replacing and that the pilot light had melted
and needed to be replaced due to the poor install. The ducting work has now been replaced but
we are waiting for the pilot light part to arrive. As to the maintenance free service offer.
This has been offered verbally 2 times already for 2 other errors made with
other work. For compensation for the
poor install I would like Hallmark to reimburse us for the repair work
completed by ***. New
ducting cost $786.50 and the new pilot light is expected to cost around $500. (Approximately $1300 total) This would be our direct out of pocket
expenses. If this does not occur we
will be engaging legal recourse.
Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Hello
I don’t seem to be able to figure out how to respond in the tool so I will send this as a response instead.
On July 13th Dan H of Hallmark heating confirmed he will send a cheque for the 2 repairs done to the fireplace by next week and in addition he will provide 3 years of service if we choose for free of charge.
Invoice #1: $786.50 – To repair the venting that had a number of holes as visible in the photos from the *** report
Invoice #2: $388.50 – to replace the pilot light as it had melted from the faulty install.
Total: $1175
Thanks
***
Sincerely
Unkind, argumentative, didn't fix my chimney leak. Didn't offer a price for repointing and said he did.
I'm sorry there seems to be some miscommunication.
Hallmark was hired to replace the crown of the chimney, replace the chimney counter flashing that was flapping in the wind & partially missing & apply a weather proofing sealant.These items were completed. While the work was being done,, we informed you this would solve part of the water issue, but that the chimney needed a re-point as well, which was most likely contributing to the issue. We provided an explanation of what a re-point was and a price. At this time, the re-point was declined. Again, I apologize, if there was a misunderstanding, but at this time, we can not perform additional work for the initial greed upon rate.
Sincerely, Dan H
They did a great job on repairing my old chimney which had caused flooding in my basement the previous year. Experts kept saying my foundation was the problem but Dan and his crew not only fixed my chimney but when they were on the roof patched up a potential future leak problem they saw not related to the chimney. Now after what they call biblical rains, my basement is dry. Would not hesitate to recommend them.
Hi ***. Thank you so much for taking the time to leave you’re review to let people know of your appreciation of our service to you. Take care.
Daniel H
The company was hired due to their promise to deliver after the install of an insert fireplace at my home a WETT certification which would enable insurance to cover the fireplace. Without certification there was no reason to employ the company and was the sole reason for contracting to them.
I will I will not make excuses, besides to say that every time I would approach producing this report, I seemed to get sidetracked. I actually completely understand why *** felt the need to submit this complaint. He has been waiting far too long to receive this report. I know he was very happy with our actual work at his home, but we most definitely dropped the ball with regards to furnishing him with the inspection report for the installation. I should not have let it get to this point, but all I can say as it stands now, I will not t let it drag out any further. *** will receive the report by email, no later than August 14, 2019. By no means, am I implying that the following makes up for this issue, but we would like to offer *** a chimney flue cleaning for his wood burning insert liner, when ever he would like to schedule, at no charge. Our regular rate for this service is $185 plus GST. We as a company, recognize, it is time, if not even overdue, to hire a full-time office representative, in order to take care of back office duties, paperwork etc., including inspection reports. It has become painfully obvious, I have more work on my platter than I can handle, as Hallmark has grown at a very quick pace over the last 18 months. The silver lining to this complaint, is, this is a reminder to not procrastinate, with regards to making this hire. Regards, Daniel H
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
***
It is disappointing that it requires people such as your self to intervene in something that could have been resolved so easily, but l thank you, regards
the company was to return to clean up the removal of plastic left on chimney and was to supple a permanent filter by April 12 2019.
the company was left messages and spoke with twice and have not come to complete the job.
Initial Business Response /(1000, 6, 2019/06/12) */
Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXX-XXXXXXX-X-XXX)
Inbox
x
Dan H
Tue, May 28, 9:44 AM
to Better
I completely understand. I will not dispute the validity of this complaint. I did I sure *** that I would be by to remove the plastic from her chimney as well as supply her with the free filter that I offered. I will not make any excuses, except to say that one of our trucks this week down unexpectedly and I had to furnish one of my other cruise with my personal work vehicle. I should have had better communication. I am literally going to go out to ***'s home today, today, meaning the date of this complaint. I am most definitely going to provide some future service, (of course at no cost to ***) if excepted by ***, in order to compensate *** for the inconvenience. I have caused her & her husband. Very seldom do we drop the ball these days, but I/we admit that we obviously did this time around .
Regards, Dabiel H
Initial Consumer Rebuttal /(3000, 14, 2019/07/02) */
As of today Hallmark has not delivered the furnace filter.
Final Business Response /(4000, 17, 2019/07/19) */
Dan H
Thu, Jul 18, 7:25 PM (19 hours ago)
to me
Hello again. All issues have been resolved. The plastic has been removed from the chimney top and the filter has been delivered to ***, personally. ***, had mentioned to me that she was going to contact the Revdex.com in order to let it be known, as mentioned above, that all issues have been taken care of and resolved.
Best Regards, Dan H
Final Consumer Response /(2000, 19, 2019/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On September 18,2018, We agree upon to purchase a gas furnace unit and installation verbally amounting $4,200, and He ask me to pay 60% down for the unit amounting $2,760.47 of which I paid thru my *** card same day and Daniel said, his printer is not working then gave me a picture message of the quotation price and a receipt or invoice for the 60% down payment, We thought perhaps upon installation, we might have a full amount of invoice for the completion of the transaction, however, on the day October 10/10/2018 of completion and installation, my wife arrived coming from work while still testing the unit by the installer staffs of Hall mark ask my wife to pay the balance of 40% amounting $1,838.27 paid thru her mastercard again no receipt or invoice given by the staff and said their printer is not working. The next day I have to follow up the invoice or receipt by phone and text messaging, Daniel said, He is attending some medical issues of one of his employee and apologize for any inconvenience, then series of follow up thru phone call and text messaging still no respond, the reason I need the invoice is a proof of payment, warranties, Fortis Rebate.
Initial Business Response /(1000, 6, 2018/10/19) */
No excuse, all I can say is that we did actually have communication, and yes we were a day late from the time that we said we were going to send the final invoice/receipt with the warranty information. We tried to respond to this to the Revdex.com yesterday, but the Revdex.com link was not working. We have Already resolve this issue and send the documentation to ***. I know that he is satisfied and has stated that he is going to contact the Revdex.com to show that this matter has been resolved. This is just a very busy time of year in this industry, but we do sincerely apologize for any inconvenience
Initial Consumer Rebuttal /(2000, 8, 2018/10/19) */
***
9:02 AM (1 hour ago)
to me
Hi***
Thank you for your immediate action on my complaint and now I received the receipt thru email yesterday, the issue is resolved and we have text conversation with regards the receipt and complied as I requested. Again, I appreciate your consideration on this matter and I don't have any intention to tarnish his business.
Respectfully yours,
***
Sent from my
On January 17, 2018 I paid Hallmark Heating $3906.56 in full for a *** gas fireplace as Dan said he needed the money upfront to order the fireplace.
On August 24, 2018 I called Dan to request Hallmark finish work on the chimney and to install the fireplace. Dan promised to call on Aug 27 with an installation date.
On Sep 6th after no call from Dan I emailed him to follow up on the status. Dan called back and agreed to do the job in the week of Sep 6.
On Sep 21 after no communication or visit from Dan I emailed him and asked for a date for the installation. I requested an email response.
On Sep 28 I emailed Dan and asked when he might be able to install and said if he was unable to complete the work by October 5 he should deliver the fireplace to the house by Oct 5 and we would find someone else to install it. I received no response again.
On Oct 4 I left a message on his answering service. I received no call however Dan phoned my contractor on Oct 5 to say he would send someone week of Oct 8.
On Oct 12 my contractor confirmed no-one had showed up on site and he had received no call, text or email from Dan.
I would like my gas fireplace which I paid for 10 months ago or a full refund very soon. I do not want Hallmark to do any further work on my house. I want my money or fireplace.
Initial Business Response /(1000, 5, 2018/10/19) */
Hi there. I actually tried to respond to this issue yesterday, but the Revdex.com response link was not working.
This was more of a miscommunication issue. Yes the gas fireplace was purchased 10 months ago, but I needed to be made clear that this house is under major renovation, and it was understood that the gas fireplace was going to be installed at a much, much later date when the completion of the renovations was almost done. I did speak to yes the gas fireplace was purchased 10 months ago, but I need it to be made clear that this house is under major renovation, and it was understood that the gas fireplace was going to be installed at a much, much later date, when the completion of the renovations was almost done. I did speak to ***, who is the main contractor, and we had discussed a timeline, but he did make it as though it was relatively Open for us to just run the extra gas line and power to the fireplace. Being that no one is living in the home yet, we did believe that if we went to the home this week, being that contractors are there all day long every day at this point the delay would not be an issue. It was a poor assumption on our part and we intend to go above and beyond with extra service at a later date as well as we have spoken to *** and the fireplace is scheduled for installation next week. This matter has already been resolved.
Initial Consumer Rebuttal /(2000, 7, 2018/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to be clear that my first request to Dan to move forward with installation was in August 2018, not in January 2018.
Upon receiving notification from the Revdex.com on October 18, Dan immediately contacted my contractor and committed to installation of the fireplace this week. I can confirm that Dan's team has delivered the fireplace (October 22) and completed much of the work. My contractor now needs to modify the framing and the fireplace installer has confirmed that the work will then be completed by the end of this week.
I am confident that Dan and his team will complete the project as promised and my fireplace will be installed by October 26.
Thank you to Dan and the Revdex.com.