Jim from Thorold

Initial call (beginning of January) was met with prompt response but failed to identify the failure (heat pump with electric backup failing). I was told that the current draw for the backup electrical unit was too high for unknown reason and that the contactors were good - the problem couldn't be found. He tried changing a capacitor on the heat pump he thought was bad, then told me he thought it was the compressor. I was told that I should keep resetting the breaker and that they would arrange to have a more experienced tech return to look at it further. I basically wanted at least the backup electrical system working at this point and I think this was an unsafe state to leave it in. I was charged a service call for this, and learned I had to pay a 'transfer' fee to move the warranty that existed on the unit into my name (I was not aware of this when I purchased the house - my bad, definitely look into this if purchasing a house). They did NOT arrange to have a more experienced tech visit the house as promised, I had to call them to get someone back (after sleeping on the couch and resetting the breaker many times) 2 days later. Once again they were prompt once I called them. This service tech (very good) informed me the current draws WERE correct for the unit and that the contactors were bad. He replaced them and the backup electrical system worked fine after that - charged for parts and service call (and upon my request the charges for the first service call that failed to resolve the issue were waived). Additional problems had been noted on the main heat pump system on the first visit, no further action was taken on the heat pump system then and I was informed they would arrange another tech visit once they received confirmation of transfer of warranty. It took a couple of months to obtain this. At the end of February, I once again had to arrange them to send someone back out. The heat pump was worked on again and did get working, but I was informed that the system was not charged correctly and that they would arrange a return visit once the temperature was above 15C. The service tech spilled or dumped fluid beside the unit and all grass in a 1.5 square foot area was killed, it is barren of all grass/weeds as of the end of June. I had to pay shipping for all parts (but the parts and service were now covered under warranty). I was called the following week to have a rep come and finish the job - I indicated that I didn't think it met the temperature requirements yet and the clerk calling said she hadn't looked at the details of the work order and that indeed it was too early for this return service call - I was told they call back to arrange it once it warmed up enough. It is now the end of June and they have not returned to finish the job. Held on to the request to review card to see how they finished up - now I guess I have to either call them again to try to get them to finish, or hire someone different to finish their work... Positives: They are prompt and friendly to deal with WHEN YOU CALL THEM. Negative experiences: Technicians seem to have inconsistent knowledge/skill levels (from very good to poor in my experience). Poor communication amongst staff. Unreliable to complete the job or call back to schedule for completion when they say they will.