Compass Home Services Inc.

I had a residential home air conditioner installed in 2010 from Compass Home Services. Their parent company is still operating at the same place as Compass Home Services. The Parent company vehicles would arrive when I phoned for service. I first seen Compass Home Services inside of a big box store (HD) in Pickering where they had a booth set up and advertising. I was enticed by the air conditioning brands slogan saying "nothing can stop a train." As my home needed a new air-conditioner as when I moved in the one existing was not working. Soon after the air-conditioner has been installed by compass home services it begin to freeze up. It continued to freeze up a few times every summer, even after I've called them numerous times to come to service and repair it. My purchase included a 10 year parts and labor warranty. Numerous technicians have come into my home over the last few years during the warranty term every summer and could not correct or solve the freezing issue, even the president himself Bob came to my home a few times to try to rectify the problem and was unsuccessful. I was charged for parts and labor even though there is a 10 year warranty on the product. I refused to pay for the last service call to Compass as I was upset because they could not rectify the ongoing issue. In October of that year that I refused I was sent a letter to my home from Bob the president of Compass saying that he refuses to provide me with service to my equipment at that residence and to find another HVAC company. In June of 2018 the equipment froze again! Earlier this month (June 2019) we had a hot day and I turned on the air-conditioner after a service has been performed and said it was OK, by the next afternoon and there was water everywhere in my laundry room where the air-conditioner is situated. It was deemed that the air-conditioner froze to the point that it caused damage to other components in the ventilation system. (I own a HI-VELOCITY unit) I had only ran the ac for under 24 hours and turned it on for the first time this season. I have attempted to reach out to compass home services and the manufacturer with no luck. The company called Compass Home Services is no longer in business however still operating as The parent company commercial customers. (located in the same building and with the same contact info). I have reached out to Bob the owner to try to come to a resolution and I was told by him that there is nothing that he could do for me as Compass Home Services is no longer in business. I find this very poor customer service. He did recommend contacting the manufacturer. After contacting the manufacturer they sent their certified contractor to my home to address the issues. It was officially deemed that the original installation was done incorrectly and the wrong components used which was the cause of my ongoing freezing issues. I was also charged for components not installed by Compass Home Services. I have since contacted Bob the President to let him know of the manufacturers findings.And yet to receive a response. As much as I prefer to support local and family operated businesses I recommend people do their research on them and consider to purchase or rent HVAC equipment and service from a large company/cooperation instead of contractors. I recommend to all people and companies looking to have anything with their HVAC either to be serviced or repaired or installed to not use this company or the parent company as it may not be installed correctly and you may end up in other problems and unnecessary charges. A common practice that HVAC contract companies do often is to change names to get rid of their existing problems from customers and clients and they operate under a new business name or shut down operations, this is a situation that I feel has happened to me. I have been left in the dark. Please do your research before hiring a contractor/company to install equipment in your home. Even if the contractor advertises in a box box store (HD) like Compass Home Services did. These contractors are often not reputable. One has to wonder why this company is no longer in business.