Business ProfileforNovel Care

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2:22 PM
Deeply disappointed by the customer experience with this company. A loyal customer for many years...followed their protocols, guidance from their technician, referred them to neighbours etc. Now I'm having issues and need help and the Branch Manager is more concerned about risk and liability versus helping a customer. The Branch Manager was defensive, ***** spoke over me, didn't listen to the concern and did everything to protect 'his position' versus listening with empathy and collaborating with a loyal customer on a solution. Instead of calling me back with his final position - he sent a text, saying 'he won't provide any more services'??!! I will never do business with this company again ********************************

When I wanted to escalate to his supervisor, he said there 'was no one else to talk to'. I said, I'd like to speak to the President - he said 'we don't have one'. Which of course is incorrect. The President is Mr. G. BTW I contacted another service provider, who's been responsive and respectful. They weren't surprised when I shared my experience with Novel Care, having heard it from others. Mr. G, it's time to invest in some customer service training.

Hi ********,

As we mentioned in our phone calls & emails,
Due to the replacement of an aftermarket part ( From ******) and replaced by un- licensed & unqualified person ( according to you, someone from your household), Due to safety concerns for the safety of our team members and your family, we won't be working on your equipment any longer.

Let's start by spelling correctly. ******. Not ******. And it was your technician that recommended we replace ourselves. Lastly, another provider came in and assessed the original installation by Novel Care and indicated the float you originally installed was in the wrong location hence causing the pump to burn out.