DO NOT RECOMMEND - bad labour and service. Got a Lennox AC installed + 5" air filter in Spring of 2012 (April). Unit was fine until spring of this year and trouble starts with company: Unit was not working and was found out to be a blow contactor + capacitor, needed replacement but they wouldn't honor the 1 year labour even when it's just 21 days after 1 year. The company I hired recently to repair their mess, told me they would even honor warranty up to 14 months if originally was 12 months. I then ask if they could charge the fix and service call as one cost, they said sure if problem is easy. Afterwards they said problem was complex and charged another 1 hour labour on top of "fuel charge" to get the part outs of GTA. The parts that takes 10mins to replace, which anyone with basic electrical background can do. Also strangely the unit needed puron top-up of 1 lbs. ONLY AFTER 1 year, obviously a leak but did not offer to check. The current company I hired told me in proper installation circumstances, there should be NO TOP UP needed unless something is wrong with the unit. After 1 year? Why does it need top up other than poor installation. TOTAL Charge about ~$390 for a $60 part that was "warranty" Now in Sept, A/C was not cooling, freezing up, called another company due to poor service from cozy comfort, they would not help and insist on charging more service visits when they were the company that installed my Unit. The new company that checked, found the whole system was empty of puron, leaks were at the valves near A coil and outside unit. Technician said was due to poor installation, not cooling the pipes/valves when welding lead to failure of valves. Also note that when original installation, they brought along a "trainee" who did all the welding work, person who was at Seneca College just learning. That's fine, but they should be supervised when installing, when the official technician was out getting parts? Why doesn't the trainee go with him as well or wait till he gets back? When I pay for a $4000 unit, I do not want some trainee installing stuff without supervision. If you do, then hire this company. Will pursue small claims court for damages.
- Approximate cost of services:
- $4,000.00
- Company Response
Hello Brian,
Let us start by apologizing for your inconvenience and any perceived wrongdoing. We work very hard to keep our customers satisfied and whereas we normally succeed, it seems like we failed to meet your expectations this time and for that we are very sorry. Now for the sake of clarity, I would like to take a minute to bring a few things to light.
We installed the unit on 25-APR-2012 and the repair was done on 16-MAY-2013; 21 days after the installation date and whether it is 1 year or 20 days after the warranty expiration date, we simply cannot afford to waive the service or labour costs involved in a visit – this is not unusual in our industry or any industry for that matter so I appeal to your better judgement and fairness when you choose to bring up the fact that we did not honour the warranty when you were simply not within the warranty period especially when upon your insistence at the time, we did offer you a 10% discount on the service call charge and you were satisfied with that.
When you called our office, it was also explained to you that if the repair could be done right away, it would be covered within the service call costs but that if there was a need for any additional parts or labour, there would be additional charges to the service call. As it were, it happened that your Air Conditioner needed not one (as you seem to point out) but two electrical components that our technician had to pick up. To reiterate, it was not only a blown contactor but also a capacitor – this is very evident in the work orders issued and as such I fail to see why you chose to leave this fact aside when you wrote the present review.
Stated in the work orders is also the fact that the unit had to be topped up with 1, not 2.5lbs of the R-410A refrigerant. The reason why you chose to state a figure more than twice what was clearly stated is unknown to us. During the service call, a leak test was done (as stated in the invoice) and no leak was found at that time and our technician had no reason to suspect that there was a leak in the system.
In addition, the entire cost of the work at that time totalled $389.96 (HST included) – again, more than just an overestimate of the real values.
If you felt like you were originally overcharged or that there was any wrongdoing, we would have appreciated if you had let us know by calling us at 416-780-9760 or emailing us at info@cozycomfortplus.com , at that point and we would have been more than happy to look at how the situation was handled. Furthermore, if you continued to experience problems with your unit – which is the case, we would have been more than happy to look into that for you and correct anything that was done incorrectly from our previous installation and/or service calls; we have processes in place for repeat issues especially with new customers and I am confident that we would have been able to repair any issues to ensure your complete satisfaction, had we been given the chance.
I am still confident that we can resolve any issues you might have had with us in the past in a reasonable and amicable way – the last thing we would want any of our customers to feel is that they cannot count or rely on us when their equipment is not doing what it is supposed to be doing.
One of our managers will be in touch with you within the next few days and we will attempt once again to resolve any outstanding issues.
Thanks,
Service Department
Cozy Comfort Plus