Purchased a heat pump (GREE, GUD36W/A-D(U)) from Constant Home Comfort. They also did the installation. The fan on the heat pump failed within a month of operation. When I noticed this, I immediately reached out to them but it took over 24 hours to get in touch with them (no one picks up the phone, you have to try multiple different numbers) despite their 24 hour service promise.
The technician and all the subsequent technicians they sent out cannot fix the issue. They told me that the only solution is for them to reach out to the manufacturer who has not been returning their calls. They have been calling for over 4 days now. They have said that going forward, they will just continue to send technicians over to my home who will stand in front of the broken heat pump and call the manufacturer. Unfortunately, there is no resolution in sight.
- Approximate cost of services:
- Company Response
Hi, Ms Chau. Thank you for sharing your experience with us, and we sincerely apologize for the inconvenience you've faced with your GREE heat pump and our service. We understand how frustrating it must have been to deal with a malfunctioning unit and the delays in resolving the issue.
Your feedback is invaluable to us, and we take it seriously. We are committed to providing a high standard of service, and we acknowledge that we fell short in this instance. We are taking immediate action to address your concerns.
Firstly, we are expediting the process to replace your faulty heat pump with a new one. We want to ensure that you have a working unit as soon as possible, and your comfort is our priority.
Additionally, we are pleased to inform you that we will be extending a 5-year labor warranty to cover any future service needs related to the new unit. This warranty is a testament to our commitment to your satisfaction and peace of mind.
We apologize for the communication issues you encountered while trying to reach us, and we will work on improving our responsiveness to ensure that you receive prompt assistance in the future.
Once again, we appreciate your feedback, and we are determined to make things right for you. Please expect our team to be in touch with you shortly to arrange the replacement and discuss any further details.
Thank you for giving us the opportunity to rectify this situation, and we look forward to restoring your faith in Constant Home Comfort.