I have a maintainence package on my furnace through TH Oliver. When we had issues with the furnace we asked someone to come out and take a look. According to our contract, all diagnostics are covered under our package. However, after the service person diagnosed our problem, we were told that this particular issue was not covered by their package, and were slapped with a fee of $140. They took over 2 weeks to respond to our complaints and have now told us that there will be no refund, despite the fact that we were covered for this service. Bottom line, this company does not honour their contracts, take your business to an honest company, unlike TH Oliver
- Approximate cost of services:
- $140.00
- Company Response
Hello Michelle:
We take our customers service inquiries very seriously and take pride in offering maintenance and service programs for our valued customer's heating equipment. Unfortunately the coverage plan on your furnace is not a maintenance plan but a parts and labour coverage plan that only covers failures due to mechanical problems and breakdowns. It is unfortunate that the problem your furnace was having was due to a maintenance problem and therefore not covered under your plan. Our "Homesmart Service Plan" does specifically detail these coverages and limitations on your contract. It appears that since this review you have had a mechanical breakdown and have used our service plan to repair your furnace at no additional costs to you as this is how the plan is supported. Thank you for your continued patronage.