We had a Performance 2 stage furnace installed in January 2024. We thought everything went well and were pleased at first with Maple Air. After a few weeks we noticed the furnace ran at a very high speed and was quite loud. We thought perhaps this was the way it was suppose to run.
Our first electricity bill came in and was about 15 % higher even though it was a very warm winter. The next bill the same thing etc..
In May, came time to turn on the a/c. It would not work! We called Maple Air and they sent Hamad over. After some trouble shooting, it was determined that the INSTALLER did not wire the furnace correctly. Hamad added a jumper wire from Y1 to Y1/2. The a/c came on.
A few weeks later the furnace started coding 1-9. Messaged Alex and he said he would have someone sent out. No one was sent. Called the office and a female answered. She said she would have someone call me back. No one did. I called again the next day and finally they sent Hamad back. He found his jumper wire had came loose and tightened again. Now, the furnace ran high speed when the a/c was on and would cool the house quickly. We only could use it a few hours a day because if you left it on, it would not shut off when temperature reached. Also the electricity cost soared.
We called again and told them about the problem. We also mentioned furnace only ran high speed. They sent Hamad again. Just before he arrived we noticed another issue with the a/c unit as the fan was not turning every time it turned on. Hamad fixed this, then went to see what was wrong with the furnace wiring. He looked and right away said it was wired wrong again. By putting a jumper along with other wires already in Y-Y2 it would double charge the furnace. This was what he wired previously.
He then claimed we needed another wire dropped from the thermostat to make the a/c work. I told him this was impossible as our old furnace was the same type - 2 stage as the new one. I then showed him the manuals for both. He called the office and spoke with REZA the head technician. We re-told him the facts, and he had Hamad wire the furnace another way. This didnt work as the a/c didnt shut off. Also the capacitor installed on the a/c unit was not secured.
REZA came out a few days later, re wired my 11 year old a/c unit that worked fine up till then. He then went to the furnace and re wired that as well. I asked if it could be the wall thermostat and suggested he look. His reply was that was not it. The a/c unit worked on low speed however on high it did not blow cool air. The house would not cool.
Called again this time so frustrated that I began crying. He yelled at me saying its just a furnace, then tried to imply it was our imagination. The conversation continued and eventually he agreed to come the following week.
We contacted them to set up the appointment and were told they were now sending another technician Ali. Ali arrived a few days later, re-wired my a/c unit, checked my thermostat, and re-wired the furnace numerous times but the situation just got worse. The a/c now only blew low speed and the upper floor of the house was barely receiving air. It was useless. He called REZA, and was told to change the programmed settings on the furnace. Ali made the situation worse and now we were worried the heat wasnt going to work properly.
On top of it, Ali removed the upper panel of the furnace to find the INSTALLER had not tightened a large white pipe properly and it leaked over a part on the furnace which now was rusted. He then said he had to go as he had another appointment and had been at our house 1 1/2 hours. I told him I was concerned the heat would not work properly. He said dont worry it works I never changed any settings for it.
We suffered through the next week with no a/c and finally it came time for heat. We turned it on, and it too didnt work properly. Low stage very little air actually flowing up the vent. It would come on in the morning then go hours no heat. The house was cold in areas it never was before. My hands, and feet freezing! There had to be a 1 to 1 1/2 degree difference before the heat would turn on. Then it heated for 12-16 minutes and no heat again for hours. At night the temp was set to drop 1 degree and the morning back to 21. In the morning we could feel air coming from the vents, house warmed up. Then same process of no heat. After 4 days of this we felt sick, headache, etc.
We then texted them with a request to have the unit removed with no response. We notified Carrier head office. After sometime we finally get a call from Ali and he stated he would put in a claim to Carrier for removal and it would take 1-2 days for a response. We waited 2 days, called and asked for him. The person said he was busy like usual and would call us back in the afternoon. We waited no call came.
We then called Carrier again and they escalated it. We were also told no claim was showing as being filed by Maple Air. At this point we are totally fed up, left to freeze and just want the unit removed with a full refund so we can find reputable dealer.
Sanaz did reach out eventually and offer a refund, however her terms and conditions were not fair.
At first Maple Air wanted to claim the rebate I was given as their own. The rebate was given as compensation for a cracked heat exchanger to me. They had no right to it.
She wrote on numerous occasions asking to remove my review as it was ruining their reputation. She then made it a term to my refund, stating I could not Post any review about my negative experience but I could if it were favourable.
Each time I asked for clarification on items in her terms she would reword it but not answer the question. Wording like, I independently choose to have the unit removed by a third party and I am responsible for any consequences.
She wanted me to take responsibility for having the furnace removed. I am sure my new installer would make every effort to not damage the unit in anyway, and it would be in good condition. However, I could not be responsible for any damage that potentially could happen as I am not uninstalling the unit myself nor am I a HVAC technician. It would be unfair to force me to assume responsibility.
I then wrote back to address these issues and she did not reply. I even gave her the option of using their technician to remove it themselves so that not responsibility be placed on me.
It is very unfortunate as I believed they were a great company with a focus on outstanding customer service. Turns out I may be wrong.
