I hired the Rona electrical contractor in Sept 2021 to install a new, upgraded electrical panel. Mike, Director of Services for Rona of Western Canada had to cut me a compensation cheque for several hundred dollars because the electrical contractor installed used circuit breakers to help line his wallet. After three months of waiting I discovered that Rona either lost my heat pump order or never placed it in the first place. Rona awarded the HVAC contract to a new contractor. A month or two later Rona claimed to have my heat pump in stock. Every piece of equipment delivered to my home was wrong. The installer planned to install the outdoor unit in a location not permitted by the City of Burnaby. I obtained a copy of the regulation to prove this. Not my job, but necessary to make sure. A wasted day without pay for me. Laurel, the Field Services Manager for BC convinced me to let them install the correct furnace and thermostat the next day and said the heat pump and indoor heating/cooling coil was a month away. The installer that they later told me was an alcoholic cored a hole into an upstairs bedroom instead of the crawlspace and compromised a floor joist with a 4 1/2 inch hole plus an extra hole not needed. The HVAC contractor hired a carpenter to reinforce my floor and paid to re-carpet one bedroom. The installation otherwise was a butcher job and the HVAC tech that finished the job replaced the exhaust for the furnace because it was unsafe and not code compliant. I re-insulated the line set myself and repaired various other quality problems including the hole in my house and the air leak at the plenum above the furnace. The heat pump never came as promised and Rona passed the buck blaming Carrier which at the end of the day was nothing compared to the problems created by Rona. Carrier Canada came through for me after 12 months. The day before the installation of the outdoor unit or heat pump, it was decided that the heat pump was sized wrong right from the start (365 days after contract signing) using the square footage from the BC Assessment website which is not known to be accurate since they have never been in my house. It was yet another fight on my hands to prove that the new calculation was the wrong one. Mike argued that he wouldn't install the correct pump unless I signed a contract accepting all responsibility for sizing the pump, or he would cancel the contract because he said nothing would make me happy. I pointed out to him that my old furnace was already at the junkyard. Great solutions Mike. All Mike had to do was look at the numbers provided by Amerispec Canada who Rona had me use to do the pre-upgrade inspection or have the contractor re-measure my house. Lazy Mike did nothing. I measured the house myself and called the HVAC tech at home. Lucky I had his number. He agreed that the original pump was correct, after all. The many mistakes and delays forced me to take several extra days off of work at considerable expense ($2000) to me. The pump was finally installed after 365 days and many fights and problems. I have only included the highlights here. There is much more. When I called Mike to verify that all promised perks of a year ago would be honoured he told me they would advocate for me but essentially I was on my own trying to collect the $1350 Carrier Cool Cash from Carrier that Rona dangles as a kind of carrot to entice customers to sign their contracts. Mike did nothing. I cancelled my credit card so that they could not process the $21000 payment without contacting me first. Nearly 500 days after contract signing, Laurel told me a fib saying that she and a woman named Valerie had been trying to contact me with no success. There were no missed calls or voicemails at my end and my number and email address had not changed. They aren't even good at collecting money. I called Valerie and told her that I would pay immediately (which I did) after receiving written confirmation that all offers would be honoured. I had to provide proof of the existence of these offers because Rona doesn't know what they offered me in the first place.. Luckily I kept all correspondence and Valerie who is wonderful came through in spite of Laurel and Mike. Those two were no help, that's for sure. They just pass the buck, make excuses and put up a fight against the customer every time and blame others. There is no oversight by them. They seem to just hope the installation division will run on its own. Never even an apology except from Valerie, Brian at Carrier Canada and the drunk HVAC tech. Laurel and Mike, the higher ups at Rona unfortunately are able to hide out in the background of a large company doing a poor job and would certainly fail in business if they had their own companies. I have never asked for anything except for Rona to honour what was offered and do a quality job.