Atlantic Heating & Cooling Solutions
reviews and complaints

We had problems with our heat pump for many weeks last year, and it's been seven weeks and still no fix this summer. We were really let down and felt discouraged by how we were treated by the Charlottetown office. Honestly, I can't recommend this company.

I got a call from this Company saying I hadn't paid an invoice from 2020 - 3 years ago. They came to clean my heat pump twice in the past 3 years. The service was good and the worker was professional. Both times I paid the invoices within 48 hours. Before the cleaning, the heat pump wasn't working right. The technician came and said a part needed to be ordered. He said he would bring it when he came for the cleaning. He said there would be no charge for that day since he was there for less than 10 minutes and we already had an appointment for the cleaning. He cleaned the heat pump, replaced the part, and left. I paid that invoice within 48 hours too. I was surprised when I got a call 2 years later saying I owed $113.85. I said no, I paid both invoices and had proof. I told the lady on the phone about my conversation with the technician and that was it. Another year goes by and I get another call saying I owe the money. The technician didn't work there anymore so he couldn't confirm my "story". They said I had to pay or they would send the bill to collections. So basically, they called me a liar and threatened my credit. I always pay my bills on time, have great credit, and was really offended. I already paid the Company for 2 invoices, why would I refuse to pay this one if it was legit? I paid the bill reluctantly just so this Company wouldn't ruin my credit. I will never deal with them again. Be careful if you choose to do business with them, but I wouldn't recommend it.

I got my Fujitsu heat pump cleaned by Atlantic Heating & Cooling in May. After that, I noticed water leaking from the unit. It started as a slow leak, but then it started leaking a lot. I contacted Atlantic Heating & Cooling to request a service call, but they didn't come until late August. By that time, the drywall below my heat pump was ruined, along with the insulation behind it. The service technician said that the person who cleaned the unit didn't put it back together properly and also cracked the drain pan. They had to order replacement parts, and I called them every two weeks to check the status. Unfortunately, the parts were backordered. I finally received an email in mid-November saying that the parts were in and the service was scheduled for December 16, 2022. However, the day before the service date, I received an email canceling the appointment and was told that I would be notified of a new date. Today, on December 28, 2022, I called because I hadn't heard anything from them. The dispatcher told me that they didn't have any technicians available for Nova Scotia at the moment and had no idea when they would. I am extremely dissatisfied. I bought this unit because it was supposed to have an excellent warranty, but now I'm left without a heating source for the winter, which is the last thing my family and I needed.

Atlantic Home Heating and Cooling has been a nightmare to deal with. We've been without our heat pump for 8 out of the last 12 months. They've done a bunch of repairs, but the darn thing keeps breaking. They said it was because we had too much power coming into our house. We've got a surge protector on the unit and our electrical panel, but that didn't seem to fix the problem. We even had Nova Scotia Power come over and check it out for a week, and they didn't find any issues. We had to pay an electrician to come to our house, and they didn't find anything wrong with our power either. We ended up shelling out more money to another Heating and Cooling company to evaluate our unit, and they told us that there were a bunch of wires spliced together and that the previous repairs were done all wrong. But Atlantic Home Heating and Cooling won't even bother returning our calls. They keep saying that management is either on vacation or sick. We've wasted so much money on the electrician, the other company's service fees, and the cost of heating our home with oil all winter. This company has absolutely no integrity and their customer service is non-existent. This whole thing has caused us so much stress, and it's about time this company starts fixing their mistakes. We have a warranty, but it's been completely useless to us.

I hired Atlantic Heating & Cooling to put in an air exchange thingy. The guy who came to my house said I had to give them $2,000.00 upfront before they would do the job. So, while he was there, I called the office and gave them my credit card number to make the deposit. While they were installing, they messed up my house and stuff. I sent them a bunch of emails and made a bunch of calls, and finally they agreed to fix the damage. Some dude came to my house in February to check out what needed to be done. But then, I didn't hear anything from the company until yesterday, March 29th, 2023, when I got an email saying I had to pay the rest of the money. I asked them if they were gonna waive the rest of the payment because they still hadn't fixed the damage. They said they charged $1,929.65 to my credit card without telling me, and they even contacted 4 other companies who wouldn't do the work. But they didn't bother to tell me any of that or ask for my permission to charge my card. When I asked about it, they said they would give me a $300.00 credit for the damage. But seriously, they can't just charge my credit card without asking. My contract with them only says they can take the $2,000.00 deposit, nothing more.

They put in a new *** mini-split in my basement last fall (2022), but when the workers were still here, I saw a scratch on the indoor unit. One of the workers reported it and they said they would replace the scratched panel for free. When they came back to replace it a few weeks later, I told the worker about a noise coming from the unit. The worker said they needed to order parts for both the noise and the scratched panel (even though the appointment was specifically for the panel replacement). After a few weeks, someone from the company called me to schedule another appointment because the parts had arrived. They made the appointment for more than a month later. The appointment time came and went, and nobody called me to explain why they didn't show up. I called them back in November 2022, but they said the Moncton office (the one I had been dealing with from the start) was going through changes and they would call me back to reschedule. It's been 2 months since then, and I haven't received any calls. Two days ago, I did my first filter cleaning for the new unit and noticed that one of the filter meshes was damaged and the fins on the same side were bent. Since the unit was new when they installed it, I can only suspect that the worker mishandled it and caused the damage. I've been trying to reach them over the phone for the past 3-4 days, using the 3 numbers I found online (a toll-free number, one for NS, and one for PEI). The toll-free and PEI numbers have the same automated message (all agents are busy, please wait, then it disconnects after 5 minutes). The NS number is disconnected completely.

In November, we noticed problems with our multi heat pump system. I called the firm that installed the system (Atlantic Heating and Cooling) for service and an appointment was scheduled for December but they cancelled and rebooked for January but that appointment was also cancelled because of staffing issues and covid. Due to the long delay, I contacted the *** technical department in December to see if there was anything I could try in the meantime. Winter is cold in our old house and relying on electric heat is expensive. I spoke with Tanner who opened Ticket no 589151. We ended up with a service call February 3rd. The technician found many parts that needed to be replaced but they were back ordered and they couldn’t tell me when they could be expected. We waited and then out of frustration, l called back to *** and the rep opened another case # 618625. She advised me to contact Atlantic Heating and say that a replacement had been authorized so I would not have to continue waiting. I emailed Atlantic Heating with this information asking them to contact *** but my requests by email and phone were ignored. After expressing my displeasure, the parts suddenly appeared and another appt was scheduled for March 10th. When we returned to the house at the end of March, it was apparent that the parts had not solved the short cycling problem. Another appointment was booked for April 6th. The technician found other parts required replacement and they had to order those too. The parts were installed on April 20th. But again the repairs did not solve the problem. Since then I have asked for direction on what to do now and was told on May 4th that the issue has been forwarded to Management. Management has not responded to me. I subsequently made other calls, left voicemails and emails - none of which were answered. I have contacted another company to fix the system but I am out a lot of time and money due to very poor service.

I bought 2 heat pumps from Atlantic Heating & Cooling Solutions Ltd. for my house. I paid $11,913 for the 2 heat pumps and a 10-year warranty on parts and labor. The warranty expires in August 2024. Unfortunately, one of the heat pumps hasn't been working for the past 2 years, and the way the company is handling the situation is really bad. They keep booking technicians to come and fix it, but the technicians never show up. It's really frustrating because I have a busy work schedule and I have to make time to wait for them. They apologize every time, but it keeps happening. They don't even bother to call and let me know that the technician won't be coming. When the technician does show up weeks or months later, they just do a temporary fix by adding gas, which only lasts a couple of months. Last time, it only lasted a few days, so I called the company again to let them know. They said a part needed to be replaced and that it was ordered, but it's just been one excuse after another. Yesterday, on February 9th, the technician came and took apart the outdoor unit. He said it didn't need the part replaced and he has no idea why it's not working. He said there's nothing else he can do. I asked him what the next steps are, but he didn't know and told me to deal with the Head Office in Moncton. My previous interactions with the Head Office, specifically with Jennifer, were not great. In her last email, she basically told me to use my oil until they can get around to fixing it because they're backed up. I find this unacceptable because I had no heat all winter. I told her that the heat pump is supposed to save me money on oil. I have emails to prove this. I sent Jennifer an email last night, February 9th, explaining that the technician couldn't fix it and asking what the next steps are since it's been 2 years. I want either a replacement unit or a refund for one unit.

I asked the service guy from this company for a quote for a second heat pump while he was fixing my unit. The new heat pump would go next to the old one, but the old one had to be moved to make space. The guy said it wouldn't be a problem, just slide it a bit (no need to mess with the coolant lines or recharge anything). There was also a small tube channel that needed to be moved. He gave me a quote for a basic installation. Before the installation, I called the main office to make sure they were ready for the job and they connected me with the right person. We talked about moving the old unit and he didn't seem worried. The electrician called me too and I told him about moving the old unit. When the installers came, they spent a long time trying to figure out how to install the new unit without moving the old one, but they couldn't find a way. Finally, the electrician said he didn't have the right electrical conduit (I live 15 minutes away from an industrial park), so they rescheduled and told me to call ***, then they went home. When I called ***, she said it would cost an extra $1000 plus tax to move the old unit and she wouldn't do it for less than $1000 including tax. She also said I couldn't cancel the job without losing a big part of my 50% deposit. When they came back a couple of days later to do the job, the electrician still didn't have enough conduit or couplers, so he put the junction boxes up high where everyone could see them instead of hiding them behind the units. They sent me an email invoice for moving the old unit and an extra $1000 on top of the original quote. I replied to the email and later talked to ***, but she didn't want to listen to my concerns and threatened to send the invoice to collections.

Atlantic Heating and Cooling Solutions Ltd (AH&CS) put in our heat pumps on July 8. The sales guy told us that our units would be covered for parts and labor for 10 years, and we would have to pay for service calls at a base rate. Our contract and warranty is just one piece of paper with AH&CS's logo and a note saying "Instaled (sic) included 10 years parts and labor". It doesn't say anything about what parts are included. On Feb. 28, 2023, we called AH&CS because one of the units wasn't giving off heat. The AH&CS person said they don't have any technicians in Nova Scotia and told us to call *** (***). Later, we found out that AH&CS doesn't do business in Nova Scotia anymore, so other companies have to service the heat pumps. On March 7, the *** technician said there was a freon leak in the line that connects the inside and outside devices, and the repair wouldn't be covered by the warranty because the installation wasn't done right. It's gonna cost over $1,000 to fix. On March 13, we called AH&CS and explained what the *** technician said. They told us, "The warranty isn't through us... It's through *** and they should cover the 10-Year Parts and Labor." They told us to get a second opinion from Scotia HVAC. On March 14, we called *** for the warranty and they sent us to The Master Group. When we called The Master Group (Moncton), the person said, "If they're [***] saying that it's something with the installation where they ran the lineset through the wall or something like that, that's not covered by the manufacturer's warranty." We can get statements from other families with the same 2014 contract who think this should be covered by the warranty because we weren't told that the electrical wiring, copper lines, freon leaks, or craftsmanship aren't included.

On July 14, 2022, I got a heat pump system from Atlantic *** & Cooling for my house. But on Dec. 10, 2022, the indoor blower fan started acting up. Atlantic came on Dec. 22, 2022, and said the circuit board was the issue, so they ordered a new one. The fan kept causing problems, and we had to reset the main breaker to get it working again. This meant someone had to be home all the time. On Jan. 24, 2023, I went to the Atlantic office in Rothesay N.B. to ask about the new circuit board and the repairs. They said they couldn't find a circuit board and told me to get one from another company. They suggested ***, but they didn't sell the brand of my heat pump. So, the Atlantic people gave me the name of *** and ***. I called *** that same day, and they sent a technician on Jan. 25, 2023. The technician found that the system was low on refrigerant. On Jan. 27, 2023, the technician came back to check for leaks and recharge the system. On Feb. 03, 2023, the *** technician came with a new circuit board, but we found out that the fan motor was the problem. *** started the process of getting a new fan motor. I hadn't heard from Atlantic since Jan. 24, 2023, until I met with them on Feb. 10, 2023, and told them about the cost from ***. On Feb. 14, 2023, an Atlantic technician showed up without warning to install a new fan motor. He told me to cancel the order from ***, so I did. On Feb. 21, 2023, I went to Atlantic and gave them the invoices from ***, which added up to $1279.34. I asked for a refund of the total. The cost from *** was for labor only, no parts were installed. So far, I've only gotten wrong information about who should pay me (the manufacturer).

This business (we came to find out took over the clientele for *** after they went out of business.). Please note that you have also REVOKED *** in 2021. We were not aware that Atlantic Heating and Cooling had taken over *** clientele and contracts until we called for a service call for our heat pump in December. Absolutely horror of Service. Not sure how they are still in business. First off, our original installation was with *** with a 12 year warranty on parts and labor. When we needed a service call and call the number for *** it was answered by this company who had apparently taken over the contract from the previous owner. We were never notified. We called for a service call in Dec/21 for our heat pumps that were no longer producing heat after only 3 years. We clean it regularly. Dec 7 service call was a no show sick call and I was not notified until 20 mins before the appointment as they forgotten to call me and I took time off work. We have now had 3 more service calls and they have yet to diagnose the issue... different thoughts each time as to what the issue is. Now they want to be paid for a service call before they come back and we still do not know what the problem is.? Then we are sent a photo that states our pump outside is dirty and needs to be cleaned (taken by a tech in December we were not advised. Now they will not come back to do anything more until that is done. We got a second option from another business who disagreed that the condition of the unit is not dirty and would not prevent the issue we are have. We originally bought a Dakin product which Atlantic Heating does not sell and they made that very clear. They have no interested in honoring us as a *** customer despite taking over their customers and warranties. Atlantic heating and cooling last response was if we did not like their suggestion and if we were not going to pay the service invoice for NO DIAGNOSIS they were not interested in helping us.

Hey guys, I wanna talk about my experience with Atlantic Heating & Cooling Solutions Ltd. So, me and my hubby bought 2 Mini Splits from them and got 'em installed on April 11, 2022. We financed it through *** Finance. But let me tell ya, things haven't been smooth sailing since then.

In August 2022, I had to call 'em 3 times 'cause one of the mini splits in my living room wasn't cooling properly. They set up an appointment for August 4, 2022 at 09:00am, but then they rescheduled it without even tellin' us. My hubby took a day off work and waited 'til 12:32pm, tryin' to call 'em but no answer. So, he decided to shoot 'em an email and they replied sayin' that the appointment was canceled. Can ya believe it?

Then, on October 11, 2022, I had to email 'em again 'cause now the heater on the same machine stopped workin'. I also mentioned that the mini split had some fabric damage, but they said they could fix it. They scheduled a technician for October 28, 2022 between 1-5 pm. I took another day off work and even sent an email the day before to confirm the appointment. They replied sayin' it was confirmed. But guess what? On the day of the appointment, I was waitin' and waitin' and at 03:10pm, I had to email 'em askin' if they were comin'. And they had the nerve to say that they needed to order some parts before the technician could come. Why didn't they tell me earlier? They said they'd contact me once they got the parts.

So, on November 4, 2022, I emailed 'em again askin' for updates. They replied on Nov 7, sayin' they were still waitin' for the parts. Meanwhile, I was freezin' in my house, so I had to buy a mobile heater and my electricity bill went up. I emailed 'em again on November 20, 2022, and got the same answer - they were still waitin' for the parts. I tried again on December 12, 2022, and December 20, 2022, but no response. Then, on Jan 13, 2023, I emailed 'em again and told 'em that I tried callin' 'em a hundred times and nobody answered. My hubby even went to their address, but nobody was there. And guess what? The person named Carmen told him that the person we were dealin' with before wasn't even workin' there anymore. She said they'd contact us, but they never did. I had some questions for 'em, but they never returned my calls. I even tried to contact the Manager, but no luck.

On April 24, 2023, the other mini split I bought from 'em started havin' the same problem as the first one. It just won't turn on. I'm so disappointed 'cause I'm payin' every month for somethin' I can't even use. Last summer was a scorcher and I couldn't use the AC, and now winter's over and I couldn't use the heater. Both mini splits are busted and the company won't return my calls. I've told 'em so many times that I want 'em to replace 'em with brand new ones. I'm done with fixin'. I got all the emails and other documents to prove it if needed. I hope they finally get back to me.

Take care

Heat pump installed Jan, 2019. Two elbows not installed. Contacted company numerous time. Were coming on several occasions but did not show up. Last appointment was Aug 17/20 between 1:00 and 3:00. Never showed up and have left numerous messages. No one has returned my calls. This has gone on long enough.

Atlantic Heating and Cooling installed two *** heat pump mini splits. They told me the two units qualified for the Total Energy Rebate Program and that I should expect a rebate of $1000 from *** I have an e-mail from Atlantic Heating and Cooling indicating the two heat pump units qualify for this program at NB Power and can share as needed. I then purchased the service from Atlantic Heating and Cooling based upon this. The heat pumps were installed and I submitted my application to NB Power for the $1000 rebate. I only received a $400 rebate because they said one of the units did not qualify for the rebate. I did not receive the remaining $600 rebate because of this mistake. Atlantic Heating and Cooling told me to call *** which I did. They said to qualify for the rebate, the heat pump model has to be on the list. It is not on their list and therefore does not qualify. They said contractors will submit requests to add their heat pumps to the program. So in conclusion, I'm out $600 because of information I was provided during the sales cycle.

We had a heat pump installed in the spring of 2018. We had issues with the device from the start not putting any cool air out, after numerous calls to the business we finally had a tech contact us with us to set up an appointment. The tech continuously set up appointments and not show up, we did not receive calls to advise us of this. Both my husband and I used vacation time from our places of work to be home for the tech. When someone finally showed up they were able to get it working for a very short period of time, we were once again back in the cycle of contacting the tech to advise of problems and TRY to get it serviced/working. Fall/winter set in and it did not heat at all made calls to the business to advise, same issues again with the same tech, it never did get properly fixed we burned oil all 2018 & 2019. Summer of 2019 the device was still not properly cooling, advised the business again. Fall /winter 2019/2020 the system was not switching over to emergency heating as should have, we woke up many many mornings to a very cold house. We started once again calling and leaving messages, we would not receive return calls. Finally after a couple months of trying got in touch and they had a tech come from NB. My sister was at our house so that we did not have to use vacation days once again chancing a no show. The tech advised my sister that he`d never seen the type of message that the wall unit was giving, he had to call someone. The person he spoke with was not familiar with the issue either, finally got device blowing some heat only to stop working again that very evening and had not heated since. I have been calling nonstop since the winter, received a call on Friday June 19th to say that a tech would be at our home Thursday June 25th at 9:00am to look at the device. No one showed up and I called twice that afternoon and left messages inquiry as to when someone was going to be by. The office called the house to say that a tech would not be by and that they could not offer a reason as to why not. When we first had heating issues I called *** who cleans and services our furnace annually to see if it was possible an issue with the furnace, they came right away and assured us that it was not. We`ve gotten nothing but the run-around from Atlantic Heating and Cooling in trying to resolve the problem. We feel that there is an issue with the unit itself, this is a VERY expensive heating and cooling device that has never worked. The service techs that did the install bragged to my husband when they were doing the set up that they were extremely hung over from the previous night. We went thru the *** Program, I will be contacting them as well to advise of the poor service we`ve received from a business that was listed on their recommendation list. We have family members as well as coworkers that can attest to all that we have been going thru with this company should witness` need to be provided. Most of my calls to them have been made from my place of work.