June 18, 2016
We purchased a furnace and a Giant water heater from Maple Air 2 years ago. Two weeks ago Enbridge advised that Giant had recalled some models of our water heater. We were given a type B warning, which gave us 35 days to have the unit inspected. We never received any communication from Maple Air or Giant about this recall. We contacted Maple Air who told us that they had not heard anything from Giant. Maple Air refused to perform an inspection of the water heater. They aggressively tried to force us into taking a maintenance plan for the furnace, before they would agree to inspect the water heater. We contacted Giant who responded promptly, sending a licensed technician to inspect the water heater. Our water heater was on the recall list, but our unit was not a defective unit. Giant signed off on the warning issued by Enbridge. The response by Maple Air was unprofessional and showed a complete lack of regard for a customer.
- Approximate cost of services:
- Company Response
Thank you for your feedback! I would like to appreciate the time you have spent to provide us with a feedback which will help others and us to make better decisions.
We always work towards giving our clients the best experience and we do truly care about the service and honest feedback which we provide.
When you originally called the office with this issue we immediately found out that this unit was not on the effected list and that ENBRIDGE has made a mistake by giving you that warning. Unfortunately this mistake was due to lack of information of Enbridge and their technician which does not involve us as a contractor. but at the same time As soon as we agreed to assist you and send a technician you used false language and insulted our employee which by company policy we require them to end the phone conversation. Enbridge should have never placed a red tag just based on model number but rather they should have checked the Serial number to see if this unit was effected or not. We actually contacted Giant and found out that this unit was not effected therefore unfortunately there would have been a inspection charge if we were to remove the tag ($95). This charge is solely related to truck charges and technician share as they need to visit your location and make a living as well. Again we were going to send a technician at no charge and we even offered you a courtesy furnace check up but unfortunately we could not stay on the phone as Maple Air stays true to respecting customers and we do not want customers to use foul language on our employees.
We're glad that Giant has taken action for this as this would be their role to do such service. We also appreciate you providing this feedback as we always strive for better our professionalism and bettering our customer solutions and services. We would gladly offer you a FREE Furnace inspection if you do decide to work with us in the future. This is a compensation which the head office has granted to ensure you that we do like our clients to be satisfied with our services.
Customer Solutions Manager,
MAPLE AIR INC