G Hughes in Guelph

Our Novatek Metermatic Water softener failed four years into its seven year warranty period. The Plumberr who installed it, McKenna Plumbing and Heating Ltd., was unable to repair it, but charged us $150.74 for a repair covered under warranty. We paid the bill, and left three messages to let him know that the repair had not worked, and received no response. We then contacted Cornerstone Plumbing - what a difference! Cornerstone diligently repaired the water softener, and arranged for a visit from the Novatek representative as they believed the unit needed to be replaced. Novatek agreed, and we soon had a working water softener again. We appreciate that Cornestone came when they said they would, and that they were prompt, courteous and didn't quit the job until they had solved our problem.

McKenna Plumbing and Heating Ltd. repaired our Novatek Metermatic water softener which they had earlier installed. McKenna invoiced me $150.74 parts and labour for a repair which was covered under the warranty. I paid the bill promptly, not realizing the repair was covered under warranty. McKenna's repair did not fix the softener. McKenna didn't respond to three phone messages I left over the next week saying that the repair had failed and asking if they would look at it again. No response. Finally, I hired another plumber who diligently repaired the softener, and who referred us to Novatek who confirmed that the earlier McKenna repaired was covered under warranty. I contacted McKenna by letter on 2 February 2012 asking that they refund the $150.74 for the warranty repair, and providing them with a copy of their original installation invoice, the Novatek warranty and the repair invoice dated 15 November 2011. I have received no response from McKenna.