You don't always get what you pay for.
Four years ago I paid over the odds for a new hot water heater from Hansen. They convinced me at the time that while the cost was higher than others they had been in business for 30-years and stood by their work.
I found out today that this is not the case.
Four years after the tank was installed and with a further four years left on the warranty it stopped working.
I called Hansen and they sent a plumber out to have a look, there was a part that needed to be replaced and was covered under warranty and would take about an hour to replace.
Despite the part being free and everything being under warranty I was informed that i would have to pay $300 to have the part replaced plus $60 for the service call.
When I complained that this was unreasonable since it was just an hour long job and it was them that had installed a faulty product they became beligerent and began lecturing me on the cost of doing business in Calgary.
I asked them if they could simply provide the part and I would do the work myself (I was told the job simply involved draining my tank and replacing the one part). They refused to do this and said only they could get me the part under warranty and only if I paid them to do the job.
Finally I relented and agreed to have them do the work but told them that I would be writing a negative review on this site because I felt their service was unacceptable.
At this point they said they were unwilling to do the work at all, unwilling to do the warrantied repair work on the product that they installed.
Awful, just awful, customer service.
I will never call this company again and you should think twice about it as well.
- Approximate cost of services:
- $1,700.00
- Company Response
We are sorry that you were not happy with our business.
The tank that was installed for this customer was still under a manufacturers warranty. Any parts and labor warranty had expired.
When we told this customer our cost to install the new part he did not like the price.
We had no problem concluding our business there but Erin wanted us to supply him with the part and he would do it himself.
It was explained to him that we would have to pay for the part and do the work and spend the time applying for the warranty on his behave and then 60-120 days later get a credit for the part we put in.
All these things are built into our labor cost that he did NOT want to pay.
After he started swearing and threatening our employee we let him know that any reputable company could do this for him. Erin was charged NOTHING and we concluded our business there.