Overall Rating B.
Good
- Marnie very pleasant, knowledgeable, returns calls & makes every effort to help a customer make an informed decision.
- Installers, neat, extremely tidy, professional & return calls
- Price reasonable
Area for improvement
- "RED TAGGED" for work someone else did - understand there may be liability - 100% get it.
- Given 14 days to address "RED TAG" or gas line would be cut, not knowing any better I should have asked for more time.
- Quickly realized "RED TAG" means anyone you call may try and take advantage of "RED TAG" situation.
My suggestion
- Start with a "overall gas installation inspection" instead of ending the installation with an "overall gas inspection."
- Provide a firm quote on corrective action so it can be addressed during the installation.
Outside of the above would have given an "A", everyone I spoke to was pleasant.
- Approximate cost of services:
- $5,800.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hi sir, thanks for this review. Although you are listed as a private user, I recognize the situation and remember you well. First and foremost, thank you for your time in doing this review and thank you for commending my attentiveness to customer service. I try extremely hard, as do my entire team. I will pass on your compliments to Adam and Adam my talented technicians. Their workmanship is so outstanding.
Finally, in addressing your unsafe gas line that we discovered, it is very important for you and for other homestars users reading this to understand the situation. Like doctors, we work by a strict code of conduct, a personal oath if you will, to uphold all laws related to fuel safety - with no exceptions. There is a TSSA manual that clearly lays out infractions and the related course of action that must follow the discovery of one (and in your case it was 14 days, we didn't randomly choose this to inconvenience you). This process of called a Red Tag. It saves lives.
We found that your gas contractor had previously run a gas line for a stove in an unsafe manor that did not comply with the TSSA code book. By law, Adam had to report it to you, and to Enbridge. Then you as the owner are required immediately (14 days in this law) to have it corrected by a licensed techncian. I know you understand all of this, and I think you are grateful that we potentially saved your family from the possiblily of severe injury, explosion and/or death. However, I listened to your suggestion in your review, that a full inspection of gas safety be done first. However, we are trained that during an installation - in which we are disconnecting everything anyway - that we do the inspection of our own work and any other gas product in the room, upon completion. Upon completion. This is what Adam did. The beginning of the job is for planning out how the installation will go. So, as much as I really do appreciate your suggestion, its unfair to make Adam look less than professional, as the gas line in question that was run by your friend was running behind the duct work and in a hard place to see. It then travelled behind a wall.
Furthermore, the instances of this type of thing happening are extremely rare. We almost never have an isssue during an installation. Meaning, most technicians do jobs properly and this is the first red tag in many years we've found during a furnace installation; if it was a common re-occurring industry issue, then of course it would be protocol to check out the entire gas situation - first - to prepare customers. But its really quite rare, so we werent trying to make life inconvenient for you by leaving it to the last minute. Adam simply didn't notice it until towards the end of the day. Not such a big deal, at least he found it. All other technicians over the years you've dealt with never noticed it at all and your contractor lied to you and told you it WAS done to code and that we were incorrect. I'm proud of what we did for you. I promised you from the first day we met, I'd give you an excellent job, a safe job and we'd pay attention to details no one else would. We met every criteria point I promised. And even though we only got an 8/10, which I am truly grateful for, I know we are worth a 10! Thank you for your kind words.
Wishing you a safe and healthy year ahead.
Marnie Amodeo, General Manager
Convertible Heating & AC
(Since 1967)
50 YEARS