Great at selling you new products. Not so good when it comes to after sales service and providing you with competent service technicians.
I purchased a new Napoleon central air conditioning unit from Novel Care in July 2020. I am required to use Novel Care for annual maintenance of the unit to maintain my extended warranty with them. They completed the first annual service in April 2021 and the a/c stopped working in May 2021. They attempted to repair the unit on May 14th; they topped off the coolant and added sealant to the system (so they say). The a/c broke down again on May 28th. While I was promised by Novel Care head office that they would do a nitrogen test to identify where the coolant was leaking, this was not done. The same technician simply topped up the coolant and added more sealant. The unit broke down for the 3rd time in June. Again, even though I was promised by Novel Care head office that the technician would do a nitrogen test, the same technician arrived and said that he was going to try (for the third time) to top up the unit with coolant and add sealant. When I stated that I was promised a proper diagnosis via a nitrogen test, he said that “they don’t do that.” For which I responded, every other competent HVAC company does that! He stumbled across the location of the leak. A few days later the installation crew came to repair the leak. The unit has been running fine since then.
I did not receive either professional or competent servicing of my a/c unit. A problem that should have taken one visit to diagnosis took four visits to correct and cost me time and money. Worse yet, while they did not deliver on their promises, I have no confidence in the trustworthiness of Novel Care’s staff. I took the time to put my concerns in a letter to the President dated July 6th, 2021. Over two months has passed and I have yet to receive a response. That says a lot about the company. I now have a new HVAC service provider that has provided fantastic service. What a refreshing change!