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.
called adam and then Athar visited my home for Maintaining our Furnace. i am glad that i hired him. services are good. he is professional the actual reason of my happiness is, i had lots of questions about my heating and technician answered well. he is knowledgeable.
I purchased a tankless water heater, and the authorized installer for the company was Cosmopolitan. I did not question their competency, as the store I purchased from is very reputable.
1. About 6 months after purchasing, I received an aggressive phone call telling me I needed to get my yearly maintenance check done or else I would void my warranty. This is untrue, but the sales person continued to tell me that I didn’t know what I was talking about- until I took out the manual and read him the warranty conditions which require service at regular intervals.
2. (Much more critically)- I recently had a different gas company come to my house to give me a quote- while they were here they pointed out to me a significant number of items wrong with the install that would lessen the lifetime of my unit, not allowed by the instruction manual or the gas code in my area, and no tag referring to the installers information.
3. When I called them to get this issue fixed, they never returned my calls, although I attempted several times to be in touch with them. The store that I had purchased the tankless water heater from took full responsibility and sent their new contractor to fix- no cost to me, the issues were that serious.
I’m not sure what the situation of Cosmopolitan is, and it seems like many other people have had good experience with them, mine was just nothing close to good.
This review has nothing to do with Cosmopolitan Mechanical Services because we do not have any record of this customer in our customer database so we would like them to send us the proof of purchase.Thanks.
Cosmopolitan installed our AC and Furnace 10 years ago and does a good job in scheduling maintenance for my HVAC. Ather has been maintaining my furnace and A/C for a few years now and has consistently provided great service. He always calls to let me know when he is coming and upon arrival, patiently explains what he doing and works diligently to complete the appointment on time. Ather truly cares for my family's safety as he always checks for carbon monoxide ratings and reminds me to test my carbon monoxide monitors. He is very knowledgeable and I thank him for providing recommendations on how best to take care of the HVAC system in my home.
We got an el series furnace installed by Cosmopoliten about 6 years ago. it was a good experience, salesperson explaied everything to us and installed accordig to our home requirements thats why furnce worked great i later on got furnace maintenance bt since the installation, never faced any trouble. this year i tried their services for my Air conditioner Maintenance. they sent technician mahfooz and he was great. i will get my Air conditioning maintained again in future by Cosmopolitan.
Cosmopolitan appeared to be a good vendor when they sold us an air conditioner in 2013 (when they WERE rated top 3 in HomeStars). However, after the first year, our AC has required top ups of freon to get us through each summer?! These top ups always came at our expense and they never wanted to find the root cause - a leak in their equipment/ installation. This year, already by June, we have insufficient freon to cool our house. When I called, I got some form of call screening. On Monday, I had to call 5 times, because James has not initiated his voicemail, only to find out at 5:00 pm that he had not been in the office all day? I asked to speak to the General Manager, so my call was forwarded to Mike, when in fact, Adam, is the General Manager, and supposedly the one to get me some action. Through this experience, I have learned they have no "24 hr. emergency" response - my business has to fit in their schedule (“some time next week”); they do not return calls, even when they say they will, and issues drag on for days. This office has no idea what customer service is; just contempt for their customers.
I have moved my business to the company which services my furnace, “M*****”, who responded in 12 hrs., sent their top service person and is fixing the root cause (leak) at 50% of the cost Cosmopolitan quoted ($369 not $750) for leak detection on Cosmopolitan's installation.
Conclusion: Cosmopolitan does NOT deserve my business and I will never return to or refer them again. They belong at the bottom of HomeStars’ ratings!
Cosmopolitan has installed our AC and Furnace 3 years ago and does the maintenance every year. Scheduling maintenance is easy; Ather has come two years in a row to provide the maintenance. He is diligent and patient in explaining the steps taken to check everything. This year, I requested a look at the humidifier control as well and he adjusted it accordingly, so resolved my immediate concern. I'm very satisfied with the whole process, the people I interacted with were very pleasant and always provided recommendations on how best to take care of the HVAC system.
This is my 3rd time using Cosmopolitan. In 2009 they installed a new furnace, tankless water heater and A/C in my old house. In 2015 they repaired and eventually replaced the A/C in my current house. This March they replaced my furnace and water heater. Ejaz from sales was very knowledgeable and was able to answer all my questions. He was very responsive and provided appropriate solutions based on my house size. Fred completed the latest furnace and water heater install. He did an amazing job routing the furnace pipes and ensured everything was working properly upon completion.
Heating & Air Conditioning
We are a well established company in the field of heating and cooling. We offer well-trained personnel to service your gas fired equipment from boilers to unit heaters and air conditioning to freezers. We service and install furnaces, air conditioners, exhaust, ducting, gas piping and ventilation 24/7.
Locations and Service Areas
2666 Royal Windsor Dr. Unit # 10,
Mississauga, ON, L5J 4N1
2225 Erin Mills Parkway
Mississauga ON - L5K 1T9
Oakville Place Shopping Centre
240 Leighland Avenue
Oakville, ON - L6H 3H6
777 Guelph Line
Burlington, ON - L7R 3N2
Royal Windsor Drive
Unit # 10, 2666 Royal Windsor drive.
Mississauga, ON - L5J 4N1
Downsview Park Merchant Market
40 Carl Hall Road
Toronto, ON - M3K 2B6
Mississauga Flea Market
3092 Mavis Road
Mississauga, ON - L5C 1T8
Dixie Outlet Mall
1250 South Service Road
Mississauga, ON - L5E 1V4
55 Ontario Street South,
Milton, ON - L9T 2M3
Central Park Mall
3377 Burnhamthrope Road,
Dixie 401 Flea Market
5150 Dixie Rd,
Mississauga, ON, L4W 1E1
747 AirPort Flea Market
73 Parkhurst Square,
Brampton, ON - L6T5J21
Fantastic Flea Market
250 South Service Road,
Mississauga, ON - L5E 1V4
1151 Dandas St. West
Mississauga, ON - L5C 1C6