birchviewblue@gmail.com

Hi Customer Service Supervisor, Re: "Red Tagged" After Maintenance Inspection I have been extremely happy with my home plan maintenance agreement and service on both my properties, but recently very dissatisfied with my heating/boiler maintenance service. I have been covered for years with the Direct Energy home plus coverage. My furnace in Toronto was serviced earlier this year and for some reason, the technician neglected to put forth a requistion to upgrade/retrofit my gas pump with a necessary safety valve. Consequently, Enbridge came by and 'RED TAGGED" my furnace/boiler, threatening me with gas shut off if not done within one month. A very scary thought in this cold climate. I had to call Direct Energy to install the required safety value and then billed $700 for the service. I was told by the customer service rep when booking the appointment, that had if I not been red tagged the cost would have been coverage by my plan, but now it was too late... I wonder why this safety value issue not caught by the maintenance technician and installed earlier this year to avoid being billed for something a technician overlooked? I thought I was paying for a home protection plan to implement preventative measures to keep the home running efficiently. I it is extremely unfair that I pay maintenance insurance coverage, and due to a service technician's neglect in identifying a serious problem, I now find myself saddled with a $700 bill for basic safey installations. I believe that it is only fair that this cost be covered by my Home Plus maintenance/insurance plan. Please investigate this situation to see why this necessary safety upgrade was not implemented earlier this year as a preventative messure. Kindly contact me at your earliest convenience with an explanation. Thank you, Chris