On Monday (Jan 31) we noticed that our HVAC system was leaking, flooding our basement. We called this company who had previously installed the HVAC system. The old owner used this company prior to us moving in 2020. The technician who came to repair the HVAC said the issue was that the condensation pump was broken and placed a new pump. After installing the new pump he found that the condensation drain was leading to outside the house and into the garden. The cause of the issue was that the condensation drain, which should have never been installed leading outside in Canada, had frozen, backed up the pump and caused the pump to break.
He said our only option was to get a new line installed but we'd have to pay to have a new line installed, despite the fact that this company had ran the previous line, that had broken the previous pump, flooding our basement. He left our 'fixed' pump in the state you see in the picture. Our condenser going into a bucket. We paid $500 for this service. The next day (Tuesday 1st) we called to speak to the manager and spoke to Rhonda who said she didn't think having a new line installed was a unreasonable ask but she needs to confirm with the owner and would call us back half an hour later.
It's now Friday (Feb 4th) both me and my husband have called back multiple times to ask whats going on and have been told multiple times that the owner and manager are both busy, the receptionist would leave a message for them to call us back. I asked if I could book a meeting or some time with either of them and was told that wouldn't be possible but she would again leave them a message to call us back. We're absolutely appalled by the customer service of this company.
This company originally ran the line outside that cause the flooding in our basement that we've now had to make an insurance claim over. We can't use the $300 pump that they installed because if we did the exact same thing would happen and this pump would break. Asking for the company to rerun a line, is not an unreasonable ask considering the damage that has been done to the basement and the results we've been left with from the service.
If you're looking for a company to conduct good workmanship, good communication and customer service, please look somewhere else.