FINAL REVIEW Satisfied with outcome
Final Review: The company has now fulfilled their promises to correct as much as possible and have followed through with final repairs. Maple Air seems to have resolved many issues, as the servicemen sent were very knowledgeable and diligent. We appreciate the follow-through to resolution and Omid's dedication to excellent customer service. Thank you.
Full Disclosure: I was asked to revise my initial review by Maple Air. After my post, the owner contacted me to make amends. The deficiencies have been corrected for the most part by a different installer and we are satisfied with the repairs. One equipment item was flawed from the manufacturer but we are confident it will be replaced shortly.
Original Review: We had a new furnace, air conditioner and tankless water heater installed during a significant home reno in late 2016. The sales representatives were friendly and knowledgeable, patient and helpful. We checked the reviews and thought we had the right company. We were simply wrong.
The installers did a terrible job. The products are excellent (Carrier and Rinnai), but the installers had no knowledge of building code, didn't properly ground the furnace or water heater, the thermostat was broken and never replaced, and we received error codes on the water heater from the first use onward because it wasn't draining properly, which issues were never rectified by Maple Air.
To make matters embarrassingly worse for them, we had other contractors onsite at the time and the Maple Air installers *borrowed* equipment and parts from the other contractors, then foolishly argued with them when deficiencies were pointed out. Thankfully the other contractors were able to correct the many deficiencies, but unfortunately at our cost.
Maple Air was upset that we supposedly didn't give them opportunity to fix the deficiencies, but they made no effort to return to correct anything and our complaints were simply ignored. Of course we had to have the work fixed - we had no hot water. After arguing over the phone on at least two occasions, when we requested a reasonable reimbursement, they stopped returning our calls.
I really wanted to give them a great rating because the owners seemed professional and courteous. But since this is business, not personal, I would avoid this company at all costs.
- Approximate cost of services:
- $10,000.00
- Company Response
We appreciate your feedback. We are disappointed that you had a bad experience. This type of issues rarely occurs at our company and when it does we do our best to take care of our customer and resolve the issue. In order for us to better understand this situation since your review is private we would require that you provide us with your full name and number so we can investigate this job.
In summary, At Maple Air as we deal with equipment and custom labor work there are sometimes issues that may rise and we totally understand the frustration that this may bring to end users but the reality is that we are always here to fix our deficiencies if any and complete ALL jobs as per the TSSA line of conduct. Again I sincerely apologize for your experience and I as the customer solutions manager will help you to turn this experience to a positive one. Please contact me at 905-532-0744 and ask for Customer Solutions Manager and I will be able to assist you with compensations and paths that are available for your job.Thank you again for your feedback.