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Complaint Details
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Initial Complaint
28/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
unresolved HVAC issue for > 1 year. I have a pretty high threshold for delays in having a repair completed under warranty but my situation with Maple Air is well past the point of being reasonable. I had an expensive HVAC system installed last April ('22) and from the outset, there's been an issue with loud "crackling" noises emanating from the ceiling unit in our master bedroom. It's loud enough to wake us up in the night which is a conspicous issue. Maple Air has sent technicians to my house a few times with zero progress being made. Maple Air hasn't demonstrated a willingness to take the issue seriously enough to effect a fix. What may well be required is certain hareware being replaced but this would almost certainly be an expensive undertaking for Maple Air so instead, I'm being stymied at every turn. They've missed appointments, not returned calls or emails and I'm getting nowhere fast.Business response
04/07/2023
Hi *****,
I am sorry that you feel Maple Air is not taking your situation seriously.
As you know, we were in touch with manufacturer tech support, and also sent the noise recording you provided us to the tech support and asked them to provide us with a resolution.
Tech support could not hear any loud noise and they suggest us to go back to your place to investigate the cause of noise.
I know that you like we this to just be fixed (rather than having someone just come out to attempt to reproduce the problem) but we need to know the problem to fix it.Any modification to the equipment without knowing the exact cause of the problem is like shooting in dark and may cause more problems rather than fixing it.
Therefore as per our telecom this morning, lets work with each other, set up a time for us to go over the operation of the unit and find out what the cause of noise is .
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.