Business ProfileforOntario Green Savings

BBB files indicate that this business has a pattern of complaints regarding sales practice issues. Consumers have alleged that the business misleads them about rebates and savings that are available once they sign a contract. Additionally, once consumers have signed a contract, the salesperson cannot be easily contacted, often being on vacation or sick, and by the time they are available the 10 days to cancel the contract has expired. While the business' website outlines that they will not show up at a consumer's home unless they fill out an online form, many consumers have had Ontario Green Savings representatives contact them spontaneously, which is prohibited by Ontario Bill 59. On February 5, 2020, the business provided the following response to BBB:

"In 2019 we received an overwhelming 35,000 applicants through our online advertising efforts. We try to respond to applicants as quickly as we can but some may take longer than expected. We keep records of the consumer initiated communications for the purpose of compliance. Regards cancellation request we encourage consumers to email or contact our office. If consumers have issues reaching our consultants we always formulate a solution to satisfy the client."

In April 2019 BBB requested the company substantiate the following claims found on their website and social media advertisements.

"Free Smart Thermostat"
BBB was notified by a consumer that they were required to purchase equipment in order to receive the thermostat for free. According to the BBB Code of Advertising, An advertiser may use the word "free" in advertising whenever the advertiser is offering an unconditional gift. If receipt of the "free" product or service is conditional on a purchase, then the advertiser must clearly and conspicuously disclose this condition with the "free" offer (not simply by placing an asterisk or symbol next to "free" and referring to the condition(s) in a footnote). Additionally, the advertiser must not have increased the normal price of the product or service to be purchased nor reduced its quantity or quality.

Additionally, upon review of the advertisement, consumers are required to acknowledge the following terms and conditions: "By completing this request for a quote/in-home visit and voluntarily providing your personal information, you consent to the collection and use of such information by us only for the purposes of responding to your request and assisting with the in-home sales appointment for purchase/lease of any HVAC, water treatment or air treatment products you have scheduled. For greater certainty, you have initiated contact and requested and authorized Ontario Green Savings to attend your house to explain its purchase/lease programs."

Ontario Bill 59 states that companies cannot sell any of the prohibited equipment to consumers in their home unless they contact the company directly and invite them expressly for the purpose of signing a contract. As consumers are contacting the company for a free installation of a thermostat, not to sign a contract for home equipment this could be considered misleading. We asked that the company please refrain from this type of advertisement and suggested they leave a pamphlet or information and the consumer can reach out at a later date if they are interested in having equipment installed.

The company has advertised their thermostat program alongside the GreenOntario Fund thermostat program, which was funded by the government, and cancelled in July 2018. Ontario Green Savings has no affiliation with GreenOntario Fund.

Additionally, upon review of the company's Google and Facebook reviews, a dis-proportionally large amount appear to be from outside Canada. BBB requested the company attempt to ensure that reviews being submitted belong to consumers of Ontario Green Savings.

On April 12, 2019 BBB received the following response from the business:

"To whom it may concern.

Ontario Green Savings appreciate your feedback regarding an advertisement.

When we receive a request to contact a potential consumer, there is a qualification component to the consumer which is very well explained on the telephone.

Every request is contacted and disclose that a company representative will be sent to further assist with any other high efficiency rental upgrades.

The consumer does agree to the conditions over the phone. The free thermostat is provided each time.

We will, however, speak with our advertising/marketing firm to have them replace the word "free" with an appropriate phrase to satisfy the BBB's code of advertising guidelines.

With respect the reviews, Ontario Green Savings does not employ a company for such matter, and we contact our clients directly to collect reviews and surveys. We have successfully acquired many satisfied consumers over the duration of our business and continue to grow at a very fast rate while maintaining a customer first approach.

We do however find the BBB's allegations unsubstantiated while we continue to improve our business practices with the focus on customer satisfaction"

BBB requested the company address the location concerns of the individuals submitting customer reviews, as well as the use of the Green Ontario Fund logo, but did not receive further information.

On April 24 2019 the company provided the following additional information:
Ontario Green Savings has consulted with a couple law firms which they have reviewed our process and its been determined that we are compliant with Bill 59.
Our website has been updated and no antiquated programs of rebates are showing.
With respect to the Facebook and Google reviews, they are of organic nature. We have no control on a consumers origin of their IP addresses.