ComplaintsforNorth 49 Heating & Air Conditioning

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company had installed the fireplace not according to the code or manufacturers manual. We had asked the company to install everything properly so we could continue with our renovation. Some of the hazards include pink insulation foam directly behind the fireplace exhaust pipe and an improper installation of the exhaust tube. We had reached out to the company with a formal list of infractions (as provided by the city's energy board) and were ignored. As a result we now need to reinstall the entire unit to pass on the three infractions. This is also not the first issue I had with this company. During the installation process they had delivered the wrong unit; one which was significantly smaller than what I had paid for. Mistakes happen, but when you pay close to $5,000 for a unit, you would expect these things to be triple checked before delivery. They had also initially used a improper pipe for the installation and it wasn't until we turned the unit on that we realized that there is no way this was the proper tube. It wasn't until we brought this up with the company that they acknowledged the mistake. ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  

  Business response

  22/04/2022

  Business Response /* (1000, 5, 2022/04/07) */ On August 14, 2020, North 49 installed a fireplace at **************** The installation was performed by journeyman installers with over 20 years of experience and was inspected by Manitoba Hydro, The Authority having Jurisdiction on September 1/2020. The only infraction cited was the gas line entering the fireplace required additional protection against long term wear. This was addressed and corrected on September 2/2020. Manitoba Hydro returned September 4/2020 to reinspect and pass the installation. This closed the permit relating to the aforementioned fireplace installation. For reasons unknown the customer had a second inspection performed. This subsequent inspection notice #****** ******************************************* took place on January 30/2022. We were made aware of this second inspection by the customer. It was sent to us the evening of February 6/2022 nearly 2 years after the original installation. We attempted to contact the customer regarding this inspection notice on February 8 and again February 14. We have not received a call back. This second inspection notice is not tied to The permit for the fireplace North 49 was contracted to install. When a deficiency on a permit is cited the contractor who pulled the permit is notified by Manitoba Hydro directly. We are not aware of any pink foam insulation, nor were we contracted to install or modify any insulation. This would have been noted on the initial Manitoba Hydro inspection report created on September 1/ 2020. With regards to delivering the wrong unit. We provided the original estimate to the customer with a 42" fireplace. Following a site inspection by our installer it was determined that the 42" fireplace would be too large and provide too much heat for the recroom area. A 36" model would be best. The homeowners chose to complete their own framing and were sent the required documents from the installation manual to ensure it was prepared and ready for the 36" fireplace to be installed by North 49. The customer acknowledged, replied and thanked us for the information. We then proceeded to install the 36" fireplace. The customer held back final payment until the fireplace was inspected and passed by The authority having jurisdiction. When the customer realized the 36" fireplace was installed we addressed her concern immediately and made accommodations. On the final invoice the difference of $205 on the fireplace for the smaller model was noted, also we provided a fireplace fan and an annual service on thier second existing fireplace in the home at no extra charge, a value of $314. This was noted clearly on the invoice to ensure they were aware that the price for the smaller model is indeed less compared to the 42" unit. We provided these additional discounts above and beyond the difference in cost between the two fireplaces to make up for any miscommunications the customer may have felt happened. Throughout the sales, installation and after sales process North 49 has proceeded, as we always do with integrity, customer safety, and customer satisfaction as our paramount guiding principles. Any questions or concerns were addressed in an efficient timely matter. Sincerely, North 49 Home Services.

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