Update: Within 24 hours of posting this review, I was contacted by James at Cosmopolitan. He ultimately waived the charge for the service although he continued to dispute that the work was covered by warranty. He then asked that I remove this review.
At the end of the day, I do not feel like Cosmopolitan was interested in making this situation right so much as they were concerned about the negative review on HomeStars. I spent months trying to resolve this issue privately and my messages were never answered. It was only when the review was posted that Cosmopolitan showed a real interest in resolving the problem. I will not be doing business with them in the future; however, I do appreciate them waiving the charge and ultimately recognizing their warranty.
I purchased an A/C unit from Cosmopolitan in 2012. They offered a warranty of 1o years parts, 10 years labour with the purchase. The warranty is listed on the bill of sale with a stipulation that annual maintenance be completed. There are no terms and conditions listed with the warranty other than what is on the bill of sale. I dutifully completed my end of the bargain and was quite happy with the company until this year.
This Spring, I tried to schedule my annual maintenance appointment. The technician (Fasi) missed 3 appointments. When he finally arrived, he told me the pressure was down in the system and that I may have a leak. I asked him to fix it. He explained that he did not have any tools in his truck other than the PSI gauge. He quoted me a potential cost for repair. I showed him my warranty. He assured me it would be covered.
I ran the system as instructed. Ice built up. I had a leak. They sent a technician (Athur) to repair the issue. He advised me that I would be charged for a site visit, leak test, leak repair, and Freon. I told him I had a warranty. He had me email a copy of the invoice to the office. The office responded by saying I would only be charged for the Freon. I was told that Freon naturally dissipates from the system over time. I advised the technician to make the repair and I would speak to the office about the bill/warranty.
The technician advised me the system was down 3.5 lbs of Freon (more than half of the capacity of the system.) I objected to the theory that it was natural dissipation of Freon and insisted there had to be a leak. As this was a clear issue involving a needed repair, I argued that the warranty should cover it.
I spoke to Mike at the office. He told me that Freon is not covered and that it was my responsibility as the customer to find out what their warranty covers and doesn't cover. I explained that the company offering the warranty is responsible for setting the terms and conditions. He had no answer other than to tell me that I was wrong.
I was escalated to Adam. Adam advised me that the customer is always right, except in this situation where I was clearly wrong. He then offered to reduce the bill to $250+tax. I again pointed out the warranty. He told me that if I ask around, no one covers Freon in their warranty. I replied that I was only concerned with the warranty offered to me when I bought the A/C unit from Cosmopolitan and it does not stipulate any conditions other than the annual maintenance requirement (which I honoured). He hung up on me.
After another hour on the phone with Mike, I told him to send me the invoice so I could dispute it. I received it via email and have contacted the office every month since July 2019 to attempt to resolve the issue. They do not return calls or respond to emails. They did however have someone call me to try and schedule my Fall maintenance visit for the furnace. I explained the situation to the guy on the phone and he assured me someone would call back in 30 mins. I never received a call.
I absolutely would not recommend Cosmopolitan to anyone. They do not honour their warranties. They might also have the worst customer service/office set-up I have ever encountered. This is a company that has absolutely fallen off from its once high service standards.