Cozy comfort was called to repair a leaking tankless water heater. After a diagnostic charge of $170 and a labour charge of $384, they still did not fix the unit. It took them 1 week to get to this point ( Monday to Friday). Each day, They said they would call back and return in the morning. I had to call each morning to see if they were coming back. Each time they said someone would return in the evening. By the end of the week, I said I would not pay any more money until the unit was fixed and working. They said that is not how they did business. By the end of the week the technician said he could not fix the unit and said someone would call me on Monday to give me a good price on a new unit. Guess what? They did not call. The unit was not fixed. The manager Javier was too busy to talk to me on Friday after a week without hot water. They took $550 from me and I have nothing to show for it except frustration. I had to call another company to fix the problem. Someone came the vey next day to resolve the problem.
- Approximate cost of services:
- $550.00
- Company Response
Hello Ron,
It is unfortunate that we were unable to repair the damaged tankless water heater, even though you had purchased it elsewhere and it had already been improperly repaired previously for the very same issue, by another company.
While we successfully install and repair hundreds of tankless water heaters with no issue every year, in your particular situation the heat exchanger was damaged and as our service technician explained, we had to special order a part from the manufacturer's distributor which was completely out of our control. We agree this took far longer than we would have liked.
Ultimately it turned out the unit could not be repaired, even with that part and we were disappointed as you were and as such, we offered you a significant refund, or the option to purchase a new unit, which was required, for a very fair price.
After speaking with you the first time, I stared my investigation, reviewing all the telephone conversation, reading all the note, we have tried to call you and coming back to your house several times to make this right, but you have not returned any of our calls. I am available anytime to discuss this. At Cozy Comfort we are absolutely dedicated to going above and beyond for our valued customers.
Kind Regards,
Brian