Update
Life is imperfect. Mistakes do happen and matter. But, its also how we deal with them that matters too. I mention all that to say that I have emailed and spoken with the CEO of Maple Air who reached out to me to address my concerns. He apologized and acknowledged that my experiences do not reflect the potential of his Maple Air team. I believe that he is sincere which counts for a lot in my world. Moving forward, I will stick with Maple Air and hope the CEO can execute his vision.
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Over the past two years Ive had a whole house air source Carrier heat pump and a Rinnai water heater installed by Maple Air. In addition there were some repair and maintenance calls.
My decision to no longer work with Maple Air comes from the totality of all of my dealings with them.
Heat Pump Issues
When asked, the installers said they would be done. 6pm. They left at 11pm. No updates. Not communicative. Thats just nuts.
After they handed me the Invoice, I went to have a look. I had to point out that the duct work was not put back together. This was glaringly obvious.
Worst of all, the install was done incorrectly. There was a terrible rattling sound when fluid moved through the heat pump. Maple had to come back twice to fix the issue.
Water Heater
I was given an arrival window of 9-11am. 11am arrives and Ive not heard from Maple Air despite Maple Air telling me that I will get a call 30 minutes before their installers arrive. No call, the installers arrive at 11:30am.
They brought the wrong unit and didnt realize it until they were gluing pipes to it. While one guy goes to exchange the unit the other guy plays loud music on his phone next to my office.
Left clearly visible nails on the floor
Left behind their own nails
While working on the side of my house they crushed a horizontal eaves trough that moves water away from the house. They denied doing this and offered to reimburse me for the cost of the part. Not sure whether that includes the $50 delivery charge as a 10 part does not fit in my vehicle.
Their sales guy claimed that Rinnai offered a $100 voucher for my water heater. True, nut not nearly as easy as they made it out to be. They kept sending me to a link that only works for people in the US. Eventually, their sales guy had to drive to my house to hand me the paper voucher. Why direct me to an unworkable web site multiple times. Its as if they had never done this before.
Mistakes happen. Yes. But after a while a pattern develops and you see that attention to detail is not a Maple Air strong suit. One of the reasons I chose Maple Air was that they had the Carrier® President's Award. After my experiences with Maple Air Im not sure what that really means. Nevertheless, there are at least five other Carrier® President's Award dealers in the GTA. Time to give them a try.
- Approximate cost of services:
- $4,000.00