Simply Smart Home

Heating & Air Conditioning
Vaughan ON L4K 1Z8
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HomeStars  >  Heating & Air Conditioning in Vaughan  >  Simply Smart Home  >  Beyond horrible customer service
Xiao in Toronto
Xiao in Toronto
1 review Vaughan, ON
0/10

Beyond horrible customer service

I have been a loyal customer with simply smart from a simple ac and heating insurance coverage plan couple of year ago. Have them installed our google nests and cameras during and after pandemic; had wonderful experiences with technician teams and gave them five star reviews on google review.

We joined the governmental rebate on new ac and heat pump installation last summer in 2023 and chose the monthly payments option while upgrading our monthly payments option to have the insurance coverage plan included, which our old coverage plan should be cancelled once the new units were installed. However, the billing department did not cancel the old coverage plan and overcharged us for 7 months, I contacted Liby (the sale we signed new units installation with) over the phone and via text messages several times to have the billing department stop the overcharging. Liby informed me in Jan 2024 that the billing department would issue a refund check ASAP. It's April 2024 and we still have not received the so called issued refunded check.

Things have gone ugly during the negotiation with simply smart over the past six months, I have never encountered any company would issue their customer a refunded check half a year ago and the customer was still waiting till today to receive it. The constant calling of 1-800 customer service line and directly contacted with my point of contact Liby built up so much frustration and disappointment and simply smart hast lost our trust that I did not believe the customer service representative told on the phone that "Don't worry, I saw the note, it's been taken care of blah blah blah".

Apparently it's NOT BEEN TAKEN CARE OF". Our new monthly payments were 200+ per months with two newly installed units and the refunded check would be 150+ which was even lower than one month payment. The time and attention I spent on following up with the god knows where refunded check caused too much anger, confusion, depression and disappointment. I am puzzled how and why this happened and our family is still waiting for a closure of this ridiculous and should not happen incident to get off our to do list.

Approximate cost of services:
$160.00
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Company Response

Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you've experienced regarding your billing and the promised refund.

Upon reviewing our records, we could not locate your information in our system based on the details provided here. It's crucial to us that we address and resolve this issue promptly. Please contact us directly at info@simplysmarthome.ca so we can gather more information from you and rectify this situation immediately.

Ensuring your satisfaction is our priority, and we are committed to resolving this matter to your complete satisfaction. We appreciate your patience and understanding as we work to make things right for you.