Ok So i ordered a new American Standard variable speed Furnace, a two-stage AC, an Aprilaire 5000 Air cleaner and a Humidifier. Their agent RAVI came by and quoted with the usual no problem we will take care of everything including disposing and return of your old equipment, and we have the best fully certified American standard installers etc.. So finally after negotiating for a few day we agree on a set up and they come install. When the installer comes over he says that the air cleaner (The Aprilaire 5000 which I am told at the time was a $1000 installed option) will not fit as there isn't any space for it, so we will put a regular filter in place of it and put this $60 electronic housing over it and we will sort out the difference after. Now when I get home the furnace is running really loud and ICE is forming on the condenser and I call Ravi and he gives me a story of how I have too much of an over sized system and because I insisted on it its my fault. After looking at the system I notice that they completely messed up the wiring as they wired it up as a regular furnace and AC and not as a variable speed/Two Stage system (Apparently new wires would have to be run between the Thermostat and the Furnace)...And they did not take that into consideration!! So 5 days later they send the Tech out again and after punching holes in my walls and re wiring everything it works as advertised, The problem now is that he is refusing to refund me the cost of the air cleaner as they incurred a 25% re stocking fee and due to the added installation cost...Which shouldn't be my problem! Furthermore they did not drop off the Furnace or the water heater and I was still being billed for it by my previous provider. Its been a month and still not proper resolve. I have since paid Enbridge to pick up the Water heater (Enbridge will not pick up Furnaces for some reason) and they have agreed to reimburse me that fee but they still wont drop off the Furnace and they keep giving me the run around for the Air Cleaner. Since then the Sales guy has become rude, offensive and refuses to answer calls. I do not know what to do further so I hope this review warns other potential customers.
EDIT: Since I have posted this Eugene the Manager/Owner has promised to resolve the matter.
Edit: Eugene has been quick to resolve the matter. He came by last week and dropped of a cheque. In the future I would deal with them...Just avoid Ravi their sales guy at all costs.
- Approximate cost of services:
- $10,500.00
- Company Response
Hi Gavin,
Thank you very much for your feedback. It helps us greatly to improve our current and future services. We will do our further investigation and will definitively take actions in order to retrain Ravi and improve his customer service approach or at the worst to terminate his sales agent agreement with our company.
As I mentioned earlier the electronic fiber air filter we installed instead of a regular 4'' electronic filter because of lack of space on your air return boot costs more than $60 but obviously less than the price for Aprilaire 5000 Air. So that is why we issued you a cheque for this difference in price and everything was set up at our last meeting with you.
Also one more important thing to be noted: "We have contacted you before your review appeared on HomeStars, not after". We are not motivated only by reviews and all our customers know that. We seriously take care of any customer's requests or complains when sent directly to the company. In your case since most of your arrangements were verbal between you and Ravi we had to wait for some time so you and agent could come to mutual agreement about your verbal arrangements. I apologize that you were not able to find the consent with Ravi for all this time but I am very happy that at the end everything was solved in a positive manner through the company and you and your parents are happy now.
Best regards,
Eugene
Division Manager