ComplaintsforOntario Energy Group
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Complaint Details
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Initial Complaint
18/05/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
We started a contracted September 12/2011 for a 15 year rent to own of a water heater with 15 years of free parts and labour written on the contract by the sales agent. We have called them in the past for repairs, had no problem, everything was under warranty. Now just 10 years into the contract they say the warranty is no longer valid, we will have to pay for all repairs. The reason for no longer under warranty is that the warranty was written by hand and I could have done that myself. Ridiculous. I only have a carbon copy, which clearly shows the hand writing is a carbon copy, they have the original top page written by their salesman. When asked what they did with this top page, they said it is in their files somewhere in the office. But due to COVID they are not in the actual office. I have asked them to email to me a copy ASAP. Meanwhile I am still obligated to make payments on a tank that is not working properly. The tank is technically still their responsibility for the next 5 yrBusiness response
19/06/2021
Business Response /* (1000, 5, 2021/06/16) */ Hello, thank you for writing. I have to say that we have already gone over matters at length with the customer, and I am afraid that there really is nothing further that I can add to what has already been discussed with the customer. Best regards, Consumer Response /* (2000, 7, 2021/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response only because there is nothing more to do about it. I wash my hands of this company and will never deal with them again. Their salesman told me I was RENTING the tank, with a warranty of free parts and labour for 15 years. They did not honour this. In actuality I was buying the tank through a Trust company which was NEVER mentioned in the initial contract signing. The copy of my contract differs from the one that the Trust Company had, which means the salesman filled in certain details AFTER he left my house. I have since paid off what I owe the Trust company. ********************
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.