Mark in Mississauga

I have been a very long standing customer of this company. I was previously with another HVAC company and when they were purchased by Novel Care I stayed on. Over the years, this company has always done my preventative care maintenance as well as installing new furnace. I have no issue with the work or their service technicians that have visited my home as it has always been exceptional. This company was at my home within the last couple of months to do the annual maintenance on my HVAC including my home humidifier. As usual, the work was done at a high level. My issue is with their most recent service response. I called in and spoke with someone in the answering service to place a service call. After 24 hours I did not hear back from anyone and placed another call. The staff I spoke with was apologetic and ensured me that my service call would be sent to dispatch. Within about an hour I received a voice mail message from the service dispatch saying that they were fully booked until mid-February and that they could not help me. I immediately called back and spoke with a supervisor at the answering service and requested that a manager of the company call me back. I still have not received a call back. I also called the number that was registered on my phone and spoke with someone in dispatch and explained how upset I was that they were not going to come look after the system that they themselves had checked only a couple of months before. This person also assured me that I would get a call back which I have not received. I was forced to find another service company to come and take care of my immediate issue which was done within 24 hours. At this juncture, needless to say, I am now shopping for a new HVAC company to look after all of my needs for preventative maintenance, service and any new purchases.