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Complaint Details
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Initial Complaint
24/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Trying to obtain a warranty rebate of over $****.00 that I was promised but have been able to collect. After several calls, texts to ****** *** ******* and **** I have received nothing. They do not return calls or any messages. Please help me receive my monty.
Business response
20/05/2024
This has been an unfortunate misunderstanding, we have made several attempts to help explain the process in which these grants are distributed through the government.
The Customer had a pre inspection done by a representative for the rebate program(Not from nova aire). Afterwords they return for a follow up inspection and then send in the info for the rebate. These steps are to be completed by the homeowner themselves and the rebate is not from Nova Aire, nor do we have any control over this.
We understand the frustration however this is not related to us and is on the customer to contact the government for the rebate. We have explained this several times and unfortunately the customer thinks it is our company with holding *** rebate.
Unfortunately we cannot assist in getting the rebate and the customer much reach out to the proper government department. This has been explained several times to the customer.
Customer response
28/05/2024
I am rejecting this response because:
Furt*** to your email of May 21, 2024, attached is a copy of email that was sent to me by ********** ******** Nova Aire's rep, requesting info on rebate for myself. This is contrary to Nova Aire's owner, **** *****, stating we were responsible for obtaining our own rebates. **** ***** was also copied on this email.Please clarify this matter for me.Thank you.****** ****Business response
28/05/2024
Our staff attempted to assist the customers on this matter. Our staff did attempt to try to help reach out to see the delay however this is between the customer and government. Nova aire does not control the rebates and can only do as we did. Customers are responsible for rebates and contacting the government for the rebates.
our staff went above and beyond to assist with this progress and only got met with accusations of with holding the rebate. We explained it is up to them to contact them. Not all communication was via email so only some of the conversations can be reviewed.
Initial Complaint
23/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Heat pumps were installed in our house and garage in December 2022. Only used heat pump in the house for air until September. Used heat pump in garage for heat in Nov/Dec on 16 degrees only. Power bill was $**** Left it on 16 for Jan/Feb and bill was $*** so heat pump is obviously malfunctioning. Contacted and spoke to **** at Nova Aire and said he would call me back as he was on the road. Call was never returned and that was over 3 weeks ago. Emailed him 2 weeks ago and he said he would do a service call 2 days later. Never showed up or contacted us. We also never received our rebate that we were promised over a year ago. All I get is the runaround about the rebate and service. Need your assistance please.Business response
20/05/2024
The rebate program is a government program which the customer has a ***resentative from the rebate program perform an inspection before and after the install. They can then submit the inspection for a rebate.
This process is through the government, and not Nova Aire. While we assisted the customer as much as possible we cannot file for them. The customer needs to file with the government for the rebate. We advised on this process several times.
No date was confirmed with customer. The heat pump should cost more to run in the winter and is not an indicator of any major issues. We have not heard back since the last e mail was sent.
Unfortunately this is a rebate issue that is to do with the government rebate program and Nova Aire has no control.
Business response
28/05/2024
Our staff attempted to assist the customers on this matter. Our staff did attempt to try to help reach out to see the delay however this is between the customer and government. Nova aire does not control the rebates and can only do as we did. Customers are responsible for rebates and contacting the government for the rebates.
our staff went above and beyond to assist with this progress and only got met with accusations of with holding the rebate. We explained it is up to them to contact them. Not all communication was via email so only some of the conversations can be reviewed. This is the standard process completed by thousands of Nova Scotians.There has been no communication since the last emails. We were unable to make it, which we did not commit to. We have no heard back since and as a small business we are run off our feet trying to get to everyone. We did our best to assist customer and have been met with accusations of with holding the funds. We can only help so much if customer refuses to contact the proper people for the rebate.
we were working on setting a date for the customers service until communication was lost with customer
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2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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