Tanya

We purchased a Panasonic mini-split from Novelcare in 2021. They offered an extended 10 year labour warranty contingent on them servicing the unit each year. The next year when we called for our yearly service though we were shocked at how the the service price jumped dramatically. in under a year. Luckily we had an email thread from the sales agent regarding this, the expected service price and assuring us if it increased from year to year it would only do so minimally with standard inflation. The company honoured only a small increase begrudgingly. This year (2023) we have been calling now several times for over a month now trying to book our yearly service to ensure our warranty. We first called early April and left messages, then on April 12th got through to a secretary/agent person who said someone will call us back in 48 hours - strangely instead someone "texted" back telling us the company went out of business and that the new owners would call us. So strange. We asked how this affects our warranty and they didn't respond. We kept trying the main phone number listed for the Richmond hill Novel Care location and have now called many times. We have been persistent and got through to agents 4 times with a different phone secretary each time. The last time we called the secretary/agent said they could see our phone history and she also seemed concerned and assured us she would have got through to agents 4 times with a different phone secretary each time. The last time we called the secretary said they could see our phone history and she also seemed concerned and assured us she would have her superior call us back. No call back. This company seems to operate using some kind of telephone agent service which makes warranty etc difficult after a sale, and easy to ignore customers, so we have launched a complaint with the BBB as we can't seem to get a service call as per our warranty. We thought we were protected from this kind of avoiding behaviour using a company that claims to be in business for 30 years. Note other bad customer service reviews all surfacing in recently. Proceed with caution with new purchases from them. We are hoping to have this resolved.