We have used this firm for about 15 years for furnace and air conditioning service. We then purchased a new Rinnai instant hot water system, a new furnace, new air conditioner and new electronic air cleaner from them, for well over $15,000 in all. We then recommended them to our daughter and son who both have used their service. On April the 8th Enbridge tagged the vent from the Rinnai as being out of code and gave us 6 weeks to fix it. We were away and my son called Davenport Campbell in mid-April to come and fix it. They did not return the call.
When we returned home on May 22nd, Enbridge was threatening to turn off our gas. I emailed, called and emailed and called Davenport, finally using the emergency line to get a response. Davenport finally sent someone, on June 2nd, who had never seen a Rinnai installed before instead of a certified gas technician. He proceeded to start taking the entire vent apart in the basement, when the problem was outside. I went out and fixed it and took him out to show him. He agreed and put the basement back together. He then took the tag with him and two weeks later it had not been sent to Enbridge who were again threatening to turn off our gas. Despite repeated calls I received no response from Davenport (Steve Bowker) so we hired a technician from Reliance to come and inspect the vent. I called at 2pm and had a technician here then next day, June 17th. He looked at the vent, agreed it was fixed then filled and emailed a copy of the tag to Enbridge who lifted the code violation within a couple of hours. The bill was $99.00.
I finally got a call back from Steve Bowker, June 18th or 19th, apologizing and saying they mailed the tag in that day, why not email it? They sent me a bill for $197.75 which I refused to pay. They knew I had had to hire someone else to fill out the form as I had left a message and sent an email to that effect. They also knew that I, not their guy, fixed the vent.
To add insult to injury, our air conditioner, a Keeprite installed by Davenport, is not yet 5 years old and has stopped working, and there is a heat wave and our house is now very hot. There is a 10 year warranty on parts from Davenport/Keeprite. I have again emailed and called Davenport to no avail. On Tuesday, a REAL person finally answered the phone. She said Steve was out and would call back shortly, four days later and I’m still waiting. I sent an email to every member of their staff on the website with all of the above information giving them a chance to respond and fix the problem before I posted this on Home Stars. The only person who responded was the retired sales manager. Not the president, not Steve, not Julia – no one else. Their web site says "80 year of excellence". Not any more.
- Approximate cost of services:
- $15,000.00