ComplaintsforCozy Comfort Plus Inc

• Initial Complaint

  03/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Blow Motor for the gas stove, (***********************), has been replaced now four times in the last four years. Brian (owner of Cozy Comfort Plus) has mentioned that he contacted the manufacturer and was told that the motor should not be run 24/7. I said, at my son's house, the gas fireplace insert blower motor has been running during the winter non stop - 24/7 for thirteen years, and not once did the blower motor become defective. I had to replace the blower motor four times at a cost of $200.00 each time. This is a problem that does not seem viable for a homeowner to incur, especially on a Senior's income. The reason given is unacceptable. Please help me with this problem. I think it may be a problem with the product, because I previously owned a wood stove and the blow motor was left on 24/7 during the whole winter for over thirty-five years, not once did I have to replace the blow motor. Brian was informed of this and refuses to deal with this problem. I suspect that I have received a defective product. Thank you in advance for helping me with this problem.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/06/06) */ Mr. ******* purchased a ******* Ultimate *** Gas Stove: M# ***** /S#XXXXXXXXX back in 2017. Installation date: Thursday 31st August 2017 *Installed a year after sale date* Standard warranty: 2 years on parts, lifetime limited warranty on the heat exchanger and 1 year on labour. 1) There was a service call on March 19th 2018 for a bad smell - the tech removed the old batteries and replaced them - the unit was working fine - This was a "No Charge" to the customer 2) Service returned to diagnose and fix the fireplace on March 4th, 2019. The tech determined that the unit needed a blower fan... This was a "No Charge" to the customer. (Labour warranty Expired) 3) To install a******** Fan for the ******* fireplace stove M# ******** / S#XXXXXXXXX... March 11th, 2019.... (Labour warranty Expired)- Did not charge service calls, nor did we charge for labour... **NO CHARGE****Parts still covered in warranty- 4) Service call for Fireplace...December 12th, 2020... (3 years after installation) Service call was only $132.74 + HST... Only paid $150... ..Our service call at that time was $160 for the fireplace. The tech indicated that the customer needed a new blower fan... 5) Service to install a new fan. Complimentary fan per Brian, customer to only pay labour...$100 + HST..$113.00. Fan installed in January 5th, 2021 (Four years after installation- No parts or labour warranty left) 6) Tune up maintenance complementary per Brian to the customer Tune up for ******* fireplace stove M# ******** / S#XXXXXXXXX/ **No Charge**, Cleaned flame sensor, Checked gas valve, Checked remote control ON/OFF/ Cleaned glass, Brushed and vacuumed Service date: June 10th, 2021 7) From installation date: August 31st, 2017 to: June 10th, 2021 with six service calls customer only paid $150 + $113 = $263 Total. Customer did not pay anything for parts over the past four years, even if his warranty ran out in 2019. All customers paid was for two service calls after one year of installation. Mr. ******** only paid service calls twice in 2020 and 2021. See all invoices attached! Note: According to Mr. ********* he paid a total of $200 x 4 = $800 for replacing these fans over the past four times and this is false. Please see all explanations pertaining to these allegations. We went over our expectations for Mr. ********* Consumer Response /* (3000, 13, 2022/06/19) */ In response to the Brian's statement, please be informed that I was last quoted $200 for the purchase of the blow motor. I did not say that it was $200.00 each time. Why is it that the blow motor should be replaced every year. He has not given a reason for this defective motor. As mentioned, I ran my fan on the wood stove for thirty years and not once did I have to replace a blow motor. It was on 24/7 during the winter. Would this have to do with the fact that he sold me a floor model, instead of a brand new product. Which I contested upon delivery that it was not the one I bought with the sales agent. They sent me a totally different less expensive product. The first blow motor was under warranty, the second one I paid $150.00 with installation, and the third $113.00. Now he's charging me $200.00 for the fourth motor. I beg you not to close this file, I was only now available to respond to your letter. I think it is unjust to purchase a blow motor every year and to receive a used product. I look forward to your reply. Thank you in advance for your help in this matter. Sincerely, *************** Consumer Response /* (3000, 16, 2022/06/20) */ I would like to clarify in what I meant in the previous statement, about costing $200.00 each time. Although I paid twice out of the three times, I was making reference to the fact that, as the cost of living is always going up, currently to replace the blow motor I was quoted $200.00 plus installation fee. This is expensive! It doubled in the past year and definitely not ideal to incur a yearly expense for a product that is meant to be used during the winter. I did not mean that it cost that much each time, as Brian has mentioned in his statement. Just making reference to the fact that it is being replaced yearly, it is not just to do so. If this was the case, "that it should not be run day and night during the winter", this information should have been disclosed at the time of purchase, for then I would not have purchased this product. The issue is not how much I paid to replace the defective part, but that it has been happening yearly and to incur this yearly expense for a product that should be reliable and durable is not right. I do not blame anyone, but that the problem is in the blow motor being replaced yearly. I do not think this is an acceptable answer from the dealer. Thank you, once again for your assistance. Have a blessed day. **************** Business Response /* (4000, 18, 2022/06/21) */ Cozy Response - June 21st, 2022 In response to Mr. ******** statement. Quote from customer complaint on 6/02/2022 "I had to replace the blower motor four times at a cost of $200.00 each time" Cozy Response: This statement is false. As stated on all invoices ********. Second statement from customer; "The first blow motor was under warranty, the second one I paid $150.00 with installation, and the third $113.00. Now he's charging me $200.00 for the fourth motor" Cozy Response: 1) (3 years after installation) Service call was only $132.74 + HST... Only paid $150- December 12th, 2020 for the service call stated on Invoice SV-***** where the tech advise that the unit need a new blower fan. 2) Customer to only paid labour to install the fan...$100 + HST...$113.00. Fan installed in January 5th, 2021- Complementary parts - 4 years after installation - all labour and parts warranty were already expired. This was a courtesy from Brian to give a complementary blower fan. SV-***** These are the only two payments from the customer over the four years after installation. We also gave a complementary tune up maintenance from Brain. Customers Complaint: Would this have to do with the fact that he sold me a floor model, instead of a brand new product. Which I contested upon delivery that it was not the one I bought with the sales agent. They sent me a totally different less expensive product Cozy Response: No that is false! According to customers sales invoices # ***** purchased in August 2016 - the correct model # ***** sold is what was purchased from the supplier, (*******) for the customer. Installation was on August 31st, 2017 a year after purchased. We only have a few models in the showroom and for Mr. ******** we installed a new unit We have also reached out to ******* but they will not give any more gratis for this unit as this unit has pass the warranty period. We do apologized that Mr. ******** feels that way and we have done all we could to assist but we can't keep purchasing new parts for this unit after four years.

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