Complaints

This profile includes complaints for Novel Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Novel Care

  6 - 155 West Beaver Creek Rd Richmond Hill, ON L4B 1E1

• 

  Novel Care

  400 - 1235 Bay St Toronto, ON M5R 3K4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021 we installed a new furnace and AC unit with Novelcare. Our furnace has since not been working properly and is still under warranty. we have not been able to get in contact with the business for weeks now and are now seeing online they possibly went out of business - we have no idea what happens with our warranty or how we go about servicing our unit as winter is approaching and we have young children in our home.

• Initial Complaint

  Date:21/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Novelcare overcharged me by $1500 for a heat pump installation. The installed equipment was downgraded after the initial order, which made the price cheaper but then they charged me the original amount. I noticed this shortly after I gave them a cheque for the balance and called them the same day to sort it out. The accounting person told me they would either credit my credit card or send me a cheque, but they never did. I started hounding them about it after a while and then they started to avoid me. They also needed to come back for 1 days work to complete a boiler installation, but they never did that either. **** ******* *** *** **** *** ***** ** *** ** **** *** *** *** ***** ***  *********** ** ***** *** ******* **** ********* ***** ALL of the contact phone numbers and email addresses I had for people at the company are now defunct. I had the contact info for at least 5-6 employees and their emails started bouncing back and the phone numbers had been disconnected, etc. The company number seems to connect to a 3rd party answering system. ** *** ****** * ****** ** ********* **** * *** *** ******* ******** ******** *** ************ ********* **** * *** ****** *** ***** ****** *** **** ** ** ***  It's too bad because the technicians and other staff that used to work there were very good* *** ***** *** ******* **** ****** **** ***** **** ** **** *** *** ********* *** **** ***** *** ** ****** *** **** **** ******** ** ***** ********* **** *** ******* **** ****** **** ******* **** ** ******** *** **** ** ****** *** * ***** ***** ****** **** ******* ***** **** **** ** ** ****** ********* ***** * ****** **** **** ***** ** ****** ** ***** *** *** ******** ** *** ** ***** ******* **** ****** ** *** ******* *** ****** ***** *** ******** **** **** *** ***** ***** * ********* ***** *** ***** ** *** ********* ********** ***** ***** ******** ** ** ** ******** *** ******** ******* **** *** ******** ** * **** ********* ********

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ductless heat pump system for my condo on July 2022 which included a 10 year warranty & service. Since April 2023 I have been trying to contact the company for my first maintenance service but to no avail. There seems to be no answer on their phone or call backs after leaving numerous voice mails and sending multiple emails.

• Initial Complaint

  Date:15/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mini-split system from Novel Care in 2021 our invoice and quote read "10 year extended labour warranty from Novel Care (provided we perform annual maintenance)." We called for our yearly service in 2022 with a dramatic increase in price from the $130 quoted by the sales agent. We were able to come to a resolution regarding this, however we were certainly concerned. We have been calling for this years (2023) service starting April 12th. We have now called 4 times over the course of a month. Each time we reach a phone secretary that says someone from service will call us back. Note we double check they have the correct call back phone number with them each time. The first call a person strangely texted me back saying the company went out of business and the new owners would call me. We called back the main line number several times, and the next secretary said that the company "they think" is still in business and they'd have someone call us back. We have called Novel Care now 4 times, each time being assure a service person will call us back, and cannot seem to get service which apparently renders our warranty invalid. During our last call attempt the phone secretary was able to see our history of calls, was also concerned, and said they would contact their superior to ensure we receive a call back immediately. We are not at a loss. We choose Novel care because they state they have been in business for over 30 years in their marketing. We are genuinely worried we have been ******* by a ***** warranty and perhaps a faulty business that we cannot get a response from.

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Novel Care installed ***** heat pumps March 2022. The heat pumps have not worked as promised since installation despite multiple attempts to get it resolved. Novel Care refuses to engage with us and/or answer any questions. Novel Care will claim that they have resolved our problems and found the pumps in working order when they sent technicians, however this is not true. Each time they came they found they needed to add more refrigerant to the system. Their admin had also acknowledged there was a problem and said they were reaching out to ***** about the issue but we never heard back on the outcomes of this despite repeated follow ups. Our system continues to have P6 error codes and blow little air when within appropriate temperature range. At every stage we've had to send repeated follow ups to get promised information/answers. Also, standardly we would ask specific questions and their response would not include the answers but they would claim they responded. We have been begging for help/answers so we can heat our home. Most recently on Sep 14 2023 they said "I will contact ***** for the last time tomorrow and let you know." but never got back to us. Now they won't respond to emails or calls, leaving us with a home not properly heated by the system in the freezing cold. They have a contractual obligation to properly install our heat pumps but have not. We also fear using another company could void our warranty. ***** ****** *** ********* *** **** *** *** **** ***** **** *********************** ***** * **** ******** ** *** ********* ****** ** ***** ** ***** **** *****. They're now trying to claim we're defaming them if we post a negative review, but all we say is true; they've come multiple times and repeatedly found they'd added insufficient refrigerant for the system to work properly, and the same issue persists. We have photos of the P6 error code continuing to happen. We just want our system to work how they promised it would when they sold it to us.

  Business Response

  Date: 21/02/2023

  We have sent numerus techs to your home with no charge and according to our techs your system is in good working order, our senior tech's recommendation is to just stop playing  with the thermostat would be great. we wont be able to keep sending techs whit no charge and reset your thermostat. 

  Customer Answer

  Date: 21/02/2023

   What you have written here is factually and demonstrably false.

  You have sent numerous techs to our home with no charge because there were issues with the system from the day it was installed. Every time a tech has come out, contrary to your claim, they have agreed there was an issue with our system’s operation and found it necessary to add more refrigerant to the system and they said that was the reason why the system wasn’t performing. If the system was “in good working order” as you claim, why the need to continue to continually top up refrigerant? Why the need the contact ***** multiple times on our behalf to investigate our issues further if our system “is in good working order”? Though both times Novel Care said they’d contact ***** to investigate we were never actually told what ***** said despite us following up multiple times, as demonstrated in the emails we included with our claim.

  The recommendation to “stop playing with the thermostat” – what does this mean? We have told you on many occasions that we set the thermostat to a certain temperature (IE – 20 degrees). The system then doesn’t make it to the set temperature and turns itself off. This system was sold to us as one where we could set the thermostat on the remote (with ****** **) and the system would run until the desired temperature was reached, and then it would modulate its operation to maintain the desired/set temperature from there (the remote even comes with a wall mount so that you can have your remote hanging on the wall like a normal thermostat). As has been explained to people in the office and your techs, the system turns itself off in the winter usually 2-4 degrees below the desired temperature and in the summer it runs long past the set temperature making the house far colder than what was set. You have never answered these questions/explained these issues.

  The advice we got from your Senior Tech (Shawn) was, in the winter, to set the thermostat on the remote to any arbitrarily high temperature setting (IE – 26 degrees) and then use the timer function to force the system to run for hours on end to increase the temperature in the house then shut off at a random point in the future irrespective of the temperature. Again, this was the actual advice he gave us. Your Senior Tech told us to just force the system to run for hours at a time. This system is supposed to be energy efficient and modulate the temperature by running as needed to maintain a consistent temperature. This advice from the Senior Tech is completely counter to how the system was sold to us in terms of its intended operation.

  You continue to not address the two related issues we continue to ask you about, nor have we received any information from you or any of the techs sent out on what could be causing these issues (other than “low refrigerant” which you have refilled 3 times and the problems persist):

  P6 Error Code: This error has been happening since installation. This error does not exist in the consumer-facing manual package with which we were provided (operating manuals for the system and remote, and a basic installation manual). The basic installation manual  contains the common day-to-day error codes, which end at P5. This P6 error code, when ******’d, appears in the more fulsome ***** Service Manual that wasn’t provided to us. We’re not asking for this manual to be provided to us – this is just to demonstrate that this P6 error is not a “consumer” error and originated with the installation of the unit. This is not an error we, as users of the system, have caused. It is an error likely caused by an incorrect installation of the system by your team. According to the Service Manual which is easy to find online, it can be caused by a wiring mistake, a faulty pressure protector, a faulty indoor fan motor, a faulty outdoor PCB, or a refrigerant leak. The fact that you came out three times in less than 6 months to top up the refrigerant leads me to assume that you believe this issue is being caused by a refrigerant leak. I can only speculate though because you continue to be unresponsive and not answer any questions. These are closed systems. There is no reason why, if installed correctly, you should be topping up my refrigerant 3 times within the first year of operation. If it is not a refrigerant leak, then it looks to be a hardware problem and you should be replacing my system since it is under warranty. One tech who did come out one time told us a possible reason for the P6 Error was that the “motherboard” was damaged in shipping the unit.

  Defrost Mode: We understand and recognize that the system has a defrost mode to protect itself. That is not the issue. The issue is we have never received an answer is why the system regularly enters defrost mode when it is well above 0 degrees outside (for example, we regularly have the system go into defrost mode when it is 10+ degrees outside). The other issue we have never received an answer on is the frequency of the defrost mode. In the winter, the system is going into defrost mode 2-5+ times an hour. We have gone outside to check and there is no ice buildup on the back of the unit. This means the system isn’t operating during the 5-10 minute defrost cycle that can add up to meaning that the system just isn’t running for about half the time while it cycles through defrost mode (that’s on top of the issue described above where the system just turns off before the desired temperature is reached). This isn’t even factoring in the time it takes for the system to start blowing at full power again after the defrost period. It is impossible to heat a house when the system just doesn’t run for over half the time.

  We are also very concerned about how the system operating in such a faulty way may impact the lifespan of our system.

  We would also like to note that during this entire period we have had a 1 year Extended Comprehensive Warranty with Novel Care which covers parts and labour for repairs. Since September, Novel Care has refused to honour this warranty by failing to respond to our service requests, including two calls during the extremely cold stretch recently when we could not heat our home due to the frequency of the P6 Error Code and continuous defrost modes. We requested a service call twice as the system was non-functional in the cold weather (despite being rated as a “cold weather” system down to -25 degrees). The person assured us this would be treated as “urgent” and despite that we didn’t receive any follow up from Novel Care leaving us without a working heater during the coldest part of the winter that they installed which they now refuse to service. 

  Sincerely,
  
  *** **********

  Business Response

  Date: 23/02/2023

  we do not appreciate your miss replantation and accusation, we have never pot in 3 service calls  refrigeration and we always were available to your service calls but we have to pot a  stop on so many unnecessary calls.

  Customer Answer

  Date: 03/03/2023

  Unfortunately, NovelCare continues to blatantly misrepresent the facts of our situation as will be demonstrated below.
  
  As continues to be evident, NovelCare refuses to provide any feedback around the continued P6 error code we experience. By doing so, that would mean they would have to acknowledge either that they possibly installed the system incorrectly, or installed a possibly broken system which they now refuse to service despite being under a parts and labour warranty. As had been demonstrated before, the P6 error code is not a consumer facing error and is one that traces back to the installation or possibly a defective unit.
  
  As a result, we continue to be unable to properly heat our home using the heat pumps that NovelCare has installed.
  
  As previously noted, and despite NovelCare's erroneous assertions, on multiple occasions, technicians have added more refrigerant to our unit.
  
  Please see the following correspondences from a NovelCare employee confirming the addition of refrigerant to our unit on a few occasions and/or acknowledging that the unit is low on refrigerant:
  
  April 11 email from Deborah D.: "I will dispatch Sean back to your location whom did the installation to fill gas and address your paddle question."

  April 14 email from Deborah D.: "I am sending Shawn out on Monday morning between 08:30-09:00 am April 18th you were low on refrigerant. He will evaporate and commission the unit."

  April 26 email from Deborah D.: "it seems that this unit had less than the ideal amount of refrigerant that trigger the error."

  May 20 email from Deborah D.: "The last time we were there we even topped up the refrigerant

  Again, to be clear, NovelCare’s most recent response to this Better Business Bureau claim appears to be that they have not topped up our refrigerant on any occasion. The facts presented above clearly demonstrate otherwise. These emails were submitted with our initial claim. The unit was installed in March 2022 and by April 2022 NovelCare had acknowledged we were low on refrigerant and had topped it up multiple times.

  As further evidence, on one occasion our unit was topped up with "3LB. 410A." of refrigerant. We know this because the technician wrote this in permanent marker on our unit. A photo of this is included as further evidence to support our claim.
  
  Furthermore, in regard to the P6 error code. NovelCare has in multiple correspondence admitted that this is an issue that they are looking into and that they have escalated our concerns to *****. Despite their claim that our concerns have been escalated to *****, we have never received a response back from NovelCare on what is causing the continued P6 error codes which is why we believe this is either related to a possible faulty installation of the units by NovelCare or a possibly damaged unit.
  
  We have asked, and are continuing to ask NovelCare to provide a clear explanation of the P6 error code (as well as the other issues affecting our unit), and/or fix the issue that has been causing it since the installation of the unit in March 2022.
  
  The following correspondence has been received by NovelCare directly acknowledging an issue with our heat pumps and the need the escalate our issues to *****:  

  March 28 email from Deborah D.: "Let me talk with my manager about this issue and I will contact you shortly."

  April 4 email from Deborah D.: "Regarding the error code, do you still have the issue?"
  

  May 11 email from Deborah D.: "Did you get a follow up? / On my end I have logged a concern with ***** and the technicians notes to figure out what our next steps could be. / We have property installed the units and have not come across this issue. / I will reach out next week hopefully with an answer from ***** as to how to address this error code."

  We never received information on what ***** said and the issue continues to persist.

  September 14 email from "Joe": "I will contact ***** for the last time tomorrow and let you know."

  This is the last communication we have received from NovelCare despite two follow up calls and two follow up emails.

  All of these emails were submitted as part of our initial claim.

  As is evident in the responses that NovelCare has submitted as part of this Better Business Bureau case, it is clear that NovelCare has no intention of directly addressing any of the very clear and specific issues we have raised as part of our claim (P6 error codes, constant defrost cycles, the system turning itself off randomly, etc…). The one time they provided a possible solution – adding more refrigerant which they have done multiple times as proven above despite their assertion otherwise – did not and continues to not work. These issues have been happening since the unit was first installed.

  Without any other answers from NovelCare we must assume these errors are a result of a possible faulty installation of the units or the installation of possibly damaged units., both if which are the responsibility of NovelCare under our contract and warranty.
  
  Sincerely,
  
  *** **********

  Business Response

  Date: 10/03/2023

  Ageing, we don't appreciate your misrepresentation and misleading information above. 

• Initial Complaint

  Date:13/12/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installation of heat pumps: May 2022 (Their sales agent misled us about the government Green Homes Grant) 1 heat pump, 4 heat pump cartridges. 10 year warranty manufacturer parts, 10 year extended warranty (they perform annual maintenance) $12, 640 paid in full. Service to fix downstairs pump P6error: Begining of October 2022 Says it isn't the refrigeration line (**** **** **********). Leaves with no solution, demands we pay service bill even though the heat pump cartridge wasn't fixed. We request heaters for temporary use: After service call. (Left heaters because it's so cold due to non functioning heat pump cartridge) Service to assess problem: October 13, 2022. (Breaks one of our furniture pieces and the company offers to replace the part, but never does - we suggested a free service call instead to save them time and money rather than find the part to replace the broken furniture). Service to attempt to fix: October 27, 2022. Service to fix downstairs pump cartridge P6error and notice dripping refrigeration line (different technician): October 31, 2022 Refills refrigeration line, tapes up the leaking line. Informed we should call back in the summer to address the dripping condensation from cartridges. Told to report any P6 error to fix. (Left heaters because it's so cold due to non functioning heat pump cartridge) Contact because P6error again, and notice leaking pipe upstairs: November 14, 2022 No contact from company for weeks, call and email main company line: December 2, 2022 ***** call from first technician saying not to contact the main line, but provide proof of claims: December 2, 2022 Proof emailed of leaking line, temp not what heat pump says it should be heating to: December 2, 2022. Have received no contact since. Heaters left behind have increased our electricity bill drastically, when these heat pumps were meant to be energy efficient.

  Business Response

  Date: 13/12/2022

  Hello

  Our sales man did not mislead you, you and the equipment are qualified for Canada Green Grant, but there is a process that needs to be  flow with government and require patent and proper fowl up form your ends, we or any contractor in Canada has control on Canada Green Grant, it must be applied by home owner only.

  In regards to your comment for service charge ( NOT THRUE) our company never charge you for numerus un necessary service calls, when we notice that your service calls are related to adjustments on the thermostat ( remote control) and noting to do with installation, we told you, next time if we come to your home and found not issues ( as previous service calls) we will charge you, ( In some point we had to stop it). 

  Customer Answer

  Date: 13/12/2022

   
  I'm not sure who wrote this but they seem to totally misunderstand the situation.

  (1) "service calls are related to adjustments on the thermostat ( remote control) and noting [sic] to do with installation" The sales rep and service technicians agreed that the calls were not unnecessary - that there were continued issues with low pressure in the refrigerant caused by a leak, which is nothing to do with the remote. And this issue has persisted. This is directly from your own employees.
  
  (2) "we told you, next time if we come to your home and found not issues ( as previous service calls) we will charge you, ( In some point we had to stop it). " Nothing was ever communicated to us in this regard, particularly about "In some point we had to stop it", whatever that means. Every time someone came (except the first instance, with a **** *********** technician who speaks in a manner similar to the responder of this message, so I assume it's him), there were always issues found. They were presumed fixed, at the time, but reappeared multiple times due to incorrect fixes.
  
  In our last interaction, this same technician who I presume is responding to this message specifically instructed us to contact a particular email (and quite rudely, despite this being the first time we'd been made aware of such a process), and then still never replied.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 16/12/2022

  We have told you in multiple times. 

  Business Response

  Date: 16/12/2022

  They make many service calls with absolutely no reason, simply someone in there household plays with the remote control and our techs have to go and reset there remote control , we told them many times that if they place a service call and we found no issues with there system, we will start charging them for falls alarm.

  there system is in a prefect working condition. 

  Customer Answer

  Date: 16/12/2022

  I suspect you're thinking of a different client here. At no point has any of what you claim actually occurred.

  I've attached all our service receipts which clearly indicate that we've had continued problems with a variety of things that have nothing to do with the remote. At the very last call, the tech said one of several issues we encountered might have been the result of using a single remote for multiple cartridges, but that that didn't really make sense and that he would investigate with *****.
  
  Now we have a continued leakage in the refrigerant line from/to one of the cartridges, which again has nothing to do with the remote, for which we've provided pictures and detailed notes on multiple occasions, and which is again causing the system to not be in perfect working condition because your technician's previous fix failed.
  
  And none of this addresses the broken furniture that you've still failed to fix, as we had previously agreed (and have in writing).
  
  ** ******* **** *** *** ** ******* ***** ** ****** ** **** ***** **** ***** **** ** *********** **** ***** **** *** ******* ** ** **** *** ***** *** * **** ** **** **** *** **** ** ***** ** **** ********** ***** **** **** ******* ****** ** * ***.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 20/12/2022

  We do not appreciate your accusations; just as an example of you producing a system diagnostic that needs to be corrected,  you mentioned here that there is a refrigeration leak in front of the unit ( how do you know?). The refrigeration leak has no smell or marks; it is not visible to the naked eye; also, in the event of a leak, your system will not be working at all; therefore, your diagnostic is incorrect again.
  According to our records, your system is in good working order. 

  Customer Answer

  Date: 22/12/2022

   When your own technician identified a refrigerant leak, while the system was still functioning at reduced capacity as it is now, he showed us where the refrigerant condenses into a thick, clear and odorless liquid which drips from the refrigerant line onto the floor. He specifically identified the refrigerant by its viscosity, transparency, and lack of smell. This same liquid is, again, condensing on the refrigerant line in the exact position where his taping fix has disconnected from itself (due to excessive pressure from the refrigerant discharge) - we haven't made any claim about the location of the leak, which is actually behind the interior "cartridge" unit (e.g. not in the front). This is a problem that your own technician foresaw and told us to contact you if it arose again. We attempted to contact you for a month, and in your own organization's first reply your representative acknowledged the issue and said that she would send the technician, but then never contacted us again.

  You have also still failed to address the broken furniture.

  This would be so easy to fix. Literally just send your technician to replace the damaged line and the furniture piece.

  **** ***** *** ***** ** ********* ************** ***** ** ** ************* ** ***** **** *** ****** ****** *** ********** ******** *** *** ******* ********** ** ********* ******** ******** ** *** ********* **** **** **** ******* ** ** ******* ** ******* **** *** ** ******** ******* ***** ** ***** **** ** ******** ** *** ********* ****.

  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/01/2023

  We don't have any record of refrigeration leaks, Base on our last free inspection & record your system is in good working order. 

  Customer Answer

  Date: 06/01/2023

  So it turns out it was something else, which was in turn causing an issue with the refrigerant pressure. We had a technician from a different company come and correct the wiring: where two sensors had their wires reversed (which he identified in about 15 minutes) - despite this being something that Novel Care's "very experienced" technicians looked at several times, on several occasions, and never identified as an issue. And we hired this technician after losing our heat on Christmas Eve (down to 10 degrees on the main floor), after I called Novel Care and whoever answered just stopped talking. Additionally, this still fails to address fixing the furniture that your technician admitted to breaking, and your office representative committed to fixing.

  Send us a cheque for $600 to cover the cost of the repair, the broken furniture, and needing to run extra heaters for months because of your continued incompetence, and we can consider this settled.

  Sincerely,
  
  ******** *******

  Business Response

  Date: 11/01/2023

  Disagree. 

  Customer Answer

  Date: 12/01/2023

  Just to clarify here, what exactly are you disagreeing with?

  1. Is it that you disagree that your technicians were too *********** to identify an easily fixable issue, that we can prove was the result of ********** installation and testing?

  2. Is it that you disagree that your technician damaged our furniture, and your own office manager agreed to replace it, and you've still failed to do so to date?

  3. Or is it that these provable things are true, but you disagree that your company is responsible for its ********* behaviour?
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 13/01/2023

  ****** *** ***** ** *** ****** ********. There is no further work that needs to be done, since we paid another company's technician to do Novel Care's warrantable work.

  Regarding the shelf, note that after Deborah's reply to my email, we spoke on the phone and clarified several things before her reply:

  1-The technician Stephen never informed us of slipping and falling, and made no offer or attempt to fix the shelf. Rather, he left without saying anything, and when I raised it the next day he very sheepishly admitted that he had meant to say something earlier.

  2-I didn't make any demands that Stephen work for free. I gave him several options, and told him that he was free to pick whichever was most convenient for him: (1) source a replacement part for the shelf, which is difficult with the way **** replacements work, (2) reimburse us so that we can buy a new shelf, or (3) complete a maintenance of around the same price *specifically* because it would only take him about 30 minutes and seemed like the easiest solution. But there was no specific pressure, and I was friendly and amenable.

  Of course, in the end they just didn't do anything.

  Given that this ********** has forced us to run very inefficient (i.e. expensive) portable heaters prior to the proper repair, we would also like compensation for that. There's nothing "punitive" about what we want though - strictly compensation for the cost. I can provide electricity bills (close to $600 last month), but it obviously won't explicitly spell out the usage of the heaters.

  Thank you.

  Business Response

  Date: 17/01/2023

  We are disagree whit stories that you are making up just to get more free service or money. 

  Business Response

  Date: 18/01/2023

  The system was in excellent working condition based on our last free-of-charge visit. The heaters were delivered at the 1st service call just in case, we felt this customer is a problematic one, therefore we left extra heaters just to prevent further liability if they were any, we are going to pick them up in springtime.
  
   In four free vistas, our techs showed them how to use the remote control.
  
  No calls were received over the holidays.
  
  We don’t warranty 3rd party works, since someone else tampered with the system, therefore they have no warranty with us anymore.
  
  Regards,
  
  **

  Customer Answer

  Date: 23/01/2023

  Not sure why you're going on about the remotes - our issues have had nothing to do with that. And then you're also not addressing anything we've said, ****** ** *****. ******* ******* **** **** ** ** **** *** ***** **********.

  Sincerely,
  
  ******** *******

  Business Response

  Date: 23/01/2023

  We have already responded to all your comment. 

• Initial Complaint

  Date:27/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon first installation on June 9th, there was significant ice build up inside/outside on refrigerant lines and the electrical breaker would keep popping. That unit was replaced mid-July, the same issues occurred resulting in the unit being relocated and all new lines run from the unit to the house/furnace. Same issues continued. Based on recommendation from the installer we contacted a duct company for a diagnostic on our current airflow and to look for any blockages. The diagnostic indicated sufficient air in/out of the furnace and over the coils. When this was shared with NovelCare (Alam), I was told that "they don't know anything, they are just sheet metal workers". He also stated that the house was not built for central air so ductwork may need to be redone and/or a new furnace purchased. I am not sure how he knows this if he has not inspected the house/ductwork himself, as well the whole neighbourhood would be in the same predicament, which they are not. I then received an email that NovelCare has done all they can and we need to abandon our new unit and install a ductless unit from then at additional cost. I then contacted another company for a second opinion on the unit to do our own due diligence to ensure installation was done correctly. The second opinion included; 1) Electrical lines were run at incorrect ampage, the unit is rated for 20amps, lines run were 15 amps resulting in the breaker to pop -I hired an electrician for a consultation who determined the same and spent $530 to have the correct electrical lines run, the breaker no longer pops though there continues to be ice build up on the refrigerant lines. As to not damage the AC unit or compressor we have left the breaker off. 2) The refrigerant line was installed incorrectly using 1/2" lines as opposed to the 3/4" required - the 3/4" line out of the AC unit was crimped to fit 1/2" line - resulting in ice build up on the lines We have been without AC all summer due to this negligence **Update July 28** I am writing this in response to a phone call received from Alam this evening of July 28th to discuss next steps. Please note that my initial request indicated I would prefer to speak to someone other than Alam. I greatly appreciate that someone is coming out on July 29th from 10am to 11am to replace the suction line, at no cost, to comply with manufacturer's installation specifications of a 3/4" line opposed to the 1/2" line installed. However, Alam continuously pushed that if I disagreed with him he will not help me and that I can take NovelCare to court which is completely uncalled for and unnecessary. This scare tactic and threats is inappropriate. hreatening customers to take legal action is not a way to deal with a customer dissatisfied with an AC installation that has not worked since day 1 due to improper installation. In order to be heard, I needed to speak over Alam to get my point across as I could not get a word in, which rightfully so came across as aggressive to meet his aggressive tone as it would be a one sided conversation. Displaying your company's customer base of Mt. Sinai, etc does not mean anything to me, along with how many installs the company did today, when I have an AC unit that does not work as I already appreciate and understand the abilities of NovelCare which is why I approached the company in the first place to purchase and install a new AC unit. The threats of "if I don't work with him then I can take them to court" and that he will not help me is unacceptable because I disagree it is a ductwork issue based on additional consultations with other companies. All I want is either the current unit removed and a refund, or for an AC unit to be installed and working at no further cost. Good customer service is about respect, listening, acknowledging and working together for a solution, not the aggressive and defensive tone experienced right from the beginning which unfortunately allowed to set the tone for the rest of the conversation. From the conversation we both agreed that NovelCare are not electricians. We also agreed they are not air duct specialists. Regardless of this, NovelCare ran new electrical lines from unit to house including a light switch junction box in the house, as well as continued to push that the ductwork is not the right size for the house when they are not ductwork specialists and the ductwork specialists identified proper airflow throughout the furnace and house. Offering to replace the suction line is great, though commenting that if that doesn't work it's my problem is not acceptable. This is still considered an incomplete installation until the unit is working or has been removed and a refund has taken place. The company has an obligation of installing a working AC unit for the home, otherwise removing it and providing a full refund. It is NovelCare's responsibility to ensure appropriate equipment is installed given the home's setup, not the customer's responsibility as we are not the experts, NovelCare is. I am hopeful the service promised to take place on July 29th between 10am and 11am at no cost should resolve this matter, and if not, removal and full refund of the unit is expected if NovelCare is unable to install a working AC unit due to poor installation and planning. **Update July 30** A technician, Shawn, came on July 29, 2022 as promised and replaced the suction line to 3/4". Approximately 5 hours after departure we noticed ice build up again and contacted another company for daignostic. Once the insultation will pulled back on the line it was very clear that unfortunately NovelCare neglected to replace the suction valve and left the crimped portion of the valve there resulting in a backup in the line and continuous ice build up, meaning we still do not have a working AC. I have requested the company remove the unit and provide a refund as after 4 attempts they have still not installed the unit per manufacturer's specifications resulting in no a/c to the house for the entire summer.

  Business Response

  Date: 02/08/2022

  The issue has been rectified.

  Customer Answer

  Date: 03/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Issue has not been rectified. We are still without A/C since their install on June 9th due to ice build up on the lines. At the request of NovelCare, images and video taken August 2nd were sent to them. My request for a removal of the unit and full refund has been ignored, we still do not have A/C working. They sent a representative on July 29th to replace the suction line to 3/4" per manfuacturer specifications, however they left the crimped suction valve in place and did not replace that resulting in backup in the line and ice build up. Please take this unit away and give me my money back as after 4 attempts they cannot install the unit per manufacturer specifications.
  *** **************** *************************

  Business Response

  Date: 04/08/2022

  Again, our tech, along with the manufacturer representative, attended your home to make sure the installation was done according to the manufacturing standard manual; according to their representative, the installation was done correctly and determined that airflow issue from your existing supply and returned air, which we have been telling you from day one.

  Customer Answer

  Date: 15/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  At my own request and effort to contact manufacturer, yes a technician was sent to confirm installation. We are still without working AC and have not been provided any direction on what to do next. I have spent much time and effort with no assistance. I managed to find a company to do the air flow analysis to formally determine whether the issue is indeed airflow as NovelCare has not provided measurement or reports of such other than an opinion, no measurement. I will not consider this resolved until I have a confirmed report if it is airflow or not to determine appropriate next steps. Horrible customer service to install something then do nothing to direct the customer in the right direction and that it's the customer's problem to figure out. Will update this once I have an airflow report and another opinion from a third party.

  Business Response

  Date: 22/08/2022

  We have replaced the system with no charge to you, at every request sent tech to your home, No charge to you, Manufacture engineer report's indicated that our installation was done exactly as recommended by them, and the issue you have as we said from the day one.

  Customer Answer

  Date: 26/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again, we are hiring an air flow engineer to asses the air flow and provide a report as NovelCare has not provided an air flor report.
  
  I would also like to correct that you have sent someone every time as the last time we spoke you threatened I would have to sue you to get any help. I will update once I have their air flow report of cfm flow before I agree it is an air flow issue. It is unfortunate that this back and forth has to occur as you would not be willing to help me identify any kind of resolution other than an opinion it is air flow by sticking a hand into the unit (no measurement). Poor customer service all around. I will update once I have the air flow report to confirm if it is air flow.

  Business Response

  Date: 29/08/2022

  ****,
  we were not hired to renovate your home or provide any engineering design for your house, we were hired to replace an air conditioner which is we did twice and you paid only for one also according to manufacture engineer, he contacted your home a week after his visit, spoke with your husband and your husband indicated to him that your conditioner is in perfect working order and you have no problem.

  Customer Answer

  Date: 08/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  To clarify, there was no request to ever renovate the home or provide engineering design, the request was to install a working AC unit for the home, not an AC unit that works but not for my house. What was also missing was that we did notify the manufacturer that there was indeed ice build up by text and phone call, he called back which I missed and then left a voicemail that was never returned.
  
  We had a visit today from another company (now THIRD opinion) that indicated again this is NOT an air flow issue after checking all vents and all floors of the house along with temperatures from the vents. Rrather the system is significantly undercharged given the length of the line. They added 3 to 4 lbs of 410A refrigerant and said to monitor for a month, though should see significant improvement within a few hours (ie. cooler temperature in the house, no line frosting, etc). If there are any issues within a month, it is likely a problem with the line as which crimping the suction line can work, it is not a recommended method of installation. The company will be providing me a written report that will be attached to this complaint once received.
  
  I am still requesting a refund for all extra install, inspection and other required work fees as well for non-use of the device from June 9th until it has been consistently working for a month as we purchased a unit that we did not get to use for 3 months now, which hopefully is the end of it. Again, will monitor for a month to ensure no further issues.
  
  I remain extremely disappointed in NovelCare's response to this situation and lack of resolution or support thus far.

  Business Response

  Date: 19/09/2022

  Our representative will be in touch with you. 

  Customer Answer

  Date: 23/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  On September 16, 2022 a letter was received from a law firm on behalf of Novel Care which contains numerous events/conversations that never happened to suit the narrative of Novel Care in an attempt to bully and intimidate us to remove our complaint.  The demand letter requests that we remove our complaint or we will be sued for defamation.  I am completely disappointed by this event as all claims made by myself are true where their letter contains many dishonesties.  I will not be bullied by this letter.  At this point, I request the AC unit be fully removed with the cost of the AC unit fully reimbursed as I have no interest in maintaining any business relationship with this company as they have been unable to complete their install.   I am not sure if this is the appropriate avenue to contest specific claims in their letter and am looking for better direction from the Better Business Bureau in this due to potential legal claims that may be brought forth against me.  * **** ** *** ****** ****** ** ******** ** **** *********

  Per Novel Care's response on September 19, 2022 to this complaint, there has been no contact made with myself from their company other than their law firm on September 16, 2022 by email.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 26/09/2022

  We have attempted and exhaust all our options at this point, From replacing  the entire system Free of charge, dispatch at least 6 deferent tech to fix a problem that dose not exist, replace there under ground copper lines that we did not install free off charge, sending factory rep to inspect our installation, which was done according to factory standard, the factory rep got a confirmation a week after his inspection from Mr ***** that everything was working perfectly. A* **** ***** ** ******* *** **** *** ** ***** ** ** *** **** **** ******** *** ************ 

• Initial Complaint

  Date:15/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had air conditioning units installed on May 24th 2022. We received no communication regarding the time or length of the install. Customer service **** *** said we spoke on the phone about it, but we did not. Only email with no details. The install took a day longer than expected, which is fine, but we were not informed of that possibility During the install, our walls were severely scratched and the majority of the wooden baseboards on our main floor were cracked. When we complained, customer service said that they were not liable -although the contract said that they would "take care to avoid damage." If that was the case, then after cracking one baseboard the technician would have alerted us and changed course - but all of the baseboards need replacing, the scratches to the walls are extensive, and holes drilled in walls and woodwork are large and messy. We asked several times for customer service to connect us with management - she refused. We have had to call for service twice, as the machines have not yet functioned properly - making loud noises, cooling too much, then not cooling at all. Both technicians agreed that they were malfunctioning - the second even had to call his own tech support, yet customer service accused us of calling for service on perfectly functioning units, and ********** us with a charge if we called for service again. It has been over 3 weeks and we have had no contact with a manager, no conversation about the damage, and we're still waiting for one of the malfunctioning units to be replaced so we can ensure that all of the units actually work. We understand that the company may not be liable for the damage, but we would expect to be able to at least speak with someone about it, and about how we still don't have fully functioning units.

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 5, 2022/06/15) */ We are not aware of any issues as mentioned above, we will reach out to the home owners ASAP. Consumer Response /* (3000, 7, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have still not been contacted by anyone in management. Customer service told us that the case is closed, yet we are still waiting to speak with ANYONE at the company. They did not contact us as promised. Business Response /* (4000, 9, 2022/06/20) */ Our office manger has contact you and has been in cont with you from day one, we do have all email chains, recorded phone calls and text messages ViA our platform. The last Communication was made VIA email last week, we provide you with an immediate appointment to check your system but you mention that you are not available until end of June. Consumer Response /* (4200, 12, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not entirely true nor does it reflect the nature of our complaint. There has been one phone call and it happened today. There were no other calls or text messages. We have spent over a month requesting contact with someone other than the customer care rep and were ignored. The complaint is regarding damage done to our house that has not been fully assessed, and not about the service to the units. You sent our "case" to your lawyers but never spoke with us about it or inspected the damage, nor did you ask us to send a detailed account or more photos. Your response is not adequate and does not address our concerns. You also hung up on me today without scheduling a time for a fuller conversation. You offered to connect us with the legal department but did not provide that contact information. You admitted on the phone that you did not contact us throughout this past month regardless of our frequent requests for contact. We would like to speak with someone in a higher level of authority. Your response here is dishonest and has nothing to do with our complaint. This has nothing to do with our units or service to them or our availability. Bizarre how you are changing the subject and not addressing our complaint. Business Response /* (4000, 14, 2022/06/21) */ We are not changing subject, in your previous comment you were complaining that you are having issue whit the system and no one responding to you which not correct at all, every single call answered, email replayed. Now it is about a damage! In our page 2 column B- 1 & 2, B-1 :Painting or repair on any surface that have to touched or broken in order to complete the installation is home owners responsibility to be repaired or paint.(condition excepted and signed). B-2: any modification and damages to any structural elements will be avoided if possible, However any damages incurred will be the responsibility of the property owner.( Condition was excepted and signed). according to our team and photos were taken after completion o off there work, there is & was no damage incurred by any off our team member. Consumer Response /* (4200, 16, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is, once again, untrue. Our initial BBB complaint was about damage - that has not changed. We sent a few pictures of the damage the day after the installation, but the photos do not show the extent of the damage. We have repeatedly asked for someone to come assess the damage. We understand that we signed a contract, but any good carpenter/contractor/electrician/technician knows not to nail a wire into wooden baseboards - rather it should be nailed into drywall. The first time your technician cracked the baseboard he should have stopped and changed course, but instead he continued to crack every baseboard throughout our living room and front room. This is not in keeping with your contract that says "any modification and damages to any structural elements will be avoided if possible." The damage was not avoided and easily could have been. It seems that any time someone has a complaint about your company on this and other review sites, you find a way to twist the story and blame the customer. That will not continue here. Please send someone to assess the damage to our home, as requested, and use your business insurance to compensate us for the necessary repairs. Take accountability for your technician and admit that he clearly made several mistakes. Rather than arguing back and forth through BBB, just step up, take responsibility for your employees, and fix the damage - as we have been requesting since day 1. Business Response /* (4000, 18, 2022/06/22) */ with all do respect please read your initial complaint, Please see below exactly your worlds. ( We have had to call for service twice, as the machines have not yet functioned properly - making loud noises, cooling too much, then not cooling at all). we double check your photos' you sent, all are miner marks or small dots on a wall. we agreed and singed a contract for exactly this purpose.