ComplaintsforCentral Nova Metal Works Ltd

• Initial Complaint

  21/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a new HVC unit from this company for a new build last fall. The unit stopped working and I reached out to the owner several times and he said he would stop in and bring a couple of washable filters with him. This was in Oct - Dec. The first few times he did answer the phone and said he would be there but after that he has not answered his phone and has not returned my calls or emails. I am very upset that he has not followed through with his guarantee to come and fix the unit.

  Customer response

  21/02/2023

  This warranty was a gentlemans handshake and he guaranteed he would be back to fix it. He even made plans to come on a Friday when he was in the area but didn't show up or call to reschedule. 

  Business response

  06/03/2023

  Client was advised that the HRV Unit installed was not being placed where warranty could be granted as the client made the decision to place the unit in the attic.  This was not the recommended location and when the invoice was submitted it stated placement of unit was determined by client.  Unit will freeze causing it to display errors and not work properly.  It is also located where fixing the unit would be difficult to access and take double to triple the time to fix any issues.  

  The client was told that the next time I was in the area as a courtesy I would drop by with some washable filters and have a quick look to see what the error may be.  Fixing the unit after installation was voided when client chose not to place the Unit in the recommended location.  I have not returned to this area since the install or have the time for a courtesy drop in.  

  The client is welcome to contact a service contractor to have the unit looked at or continue to wait until I can make a courtesy visit.  The unit was working and signed off on when Invoice was submitted.  Balance sheet was provided indicating unit install was complete and working.

   

  Customer response

  06/03/2023

   I am rejecting this response because:  For one... nowhere on the invoice does it state that there is no warranty because of placement. And two... when I first contacted him he said he would be in the area that Friday and would stop in and he never did stop. He also never mentioned is was not under warranty and that the stop in would be a courtesy stop.

  
  

  I was told by the owner he would stop in and show my daughter how to work it (not mentioning it wasn't under warranty) and would bring a couple of washable filters with him. 

  
  

  If he would have stopped and told me it was probably because of the location that it wasn't working I would have been satisfied and understood but that was never mentioned to me after I started calling. 

  
  

  It actually stopped working before the cold weather and coincidently started working about a month ago for a couple of days during the coldest weather and then stopped again. Making me think it may not be because of the location of the unit.

  
  

  I would appreciate him stopping to confirm why it isn't working and bring the 2 washable filters that were promised. At no time did anyone show us how the unit actually works after it was installed and that should have been done regardless of where it was positioned. Trouble shooting options would have been nice to have as well after it was installed. 

  
  

  I have no complaints on the rest of the work as they were all very efficient and friendly. It is just the HVC unit I am not happy with and would have been if this had been dealt with when I first called and was told he would stop in that Friday.  Regardless of the outcome.  
  
  
  

  Business response

  08/03/2023

  As committed, when in the area, a representative from Central Nova Metal Works Inc will as a courtesy drop off 2 washable filters. 

  In regards to the consumer operating the unit, a manual for the HRV System was provided and should be referred too.  The installation of a HRV Unit is exactly the same as a plumber installing a dishwasher.  The operation of the dishwasher is not the responsibility of the plumber after proper installation and would be considered a Service Call/Request from the manufacture or a Service Technician.  The HRV unit was in working condition after installation by Central Nova Metal Works Inc therefore the operation and or servicing of the HRV Unit is solely the responsibility of the consumer.  

  A manual was provided to the consumer identifying how to operate the HRV unit and should be referred to.  If service is required in regards to the HRV Unit, a request should be made to the manufacture or a service technician.  It is recommended that the consumer contact a service technician that can meet the consumers needs as Central Nova Metal Works Inc is not available for service calls in regards to the operation of an HRV Unit. 

  The consumer choose to place the HRV Unit in an area that was not advisable by the certified HVAC Tradesperson and took the advice of the general carpenter hired by the consumer. It is recommended that the consumer consult with her carpenter for a possible referral to an HRV Technician to troubleshoot the issue concerning its operation.

  Customer response

  08/03/2023

   I am rejecting this response because:   The operators manual has gone missing. Is the owner able to send one via email? Also, the washable filters will be expected.

  Again the invoice did not say there was no warranty on the unit so I assumed that since it was installed for only a month the owner would return to find the issue. When a dishwasher is installed it is covered by warranty for a year so yes the company does send someone to fix it or find the problem with no charge. That is the what happens when anything is bought new. 

  The electrician had to come back a couple of times to fix issues that came up with no charge because they did all the work. I did not have to call another electrician to fix or inspect someone their work. I can see if it had been over 6 months but this occurred within the first month.

  I expect them to come and double check the system to make sure it isn't working for a reason other than where it is located. Even though it was working when they left issues do come up where they stop working for different reasons. 

  A visit to double check reason for not working and the washable filters would be greatly appreciated from the owner/installer. Once that has been completed I will be happy to move on from this and if an issue still occures we will deal with it. 

   

  
  

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