Mark from Richmond Hill

Woke up to a cold house on a Friday morning and by 7am had called Cosmopolitan to come and look into the furnace. I could barely hear the person on the phone, but I was given a timeslot of 2:30-6:30. We received a phone call at 4:45 stating that there would be someone at the house between 5:15 and 5:30. Nobody arrived. Finally, at 6:15 after calling Cosmopolitan to figure out what was going on, someone called me back and said that they would be at the house by 7:00pm. Rafi arrived at 7:30pm. The furnace needed a part, but by this time they couldn't get it. Rafi said that he would try and find parts on Saturday morning. I didn't hear from him so I called on Saturday at 1pm and he said that he had just gotten off the phone with the last parts supplier and he couldn't get any parts. We would have to wait until Monday. Our house temperature went down to 5.5C by the time Sunday rolled around. We couldn't stay in the house. On Monday morning, he called me at 11:30am and said that he had the part and that he would be at the house no later than 2pm. Well, nobody came to the house by 2pm, so I had to get someone else to stay at the house and wait. Rafi arrived at 4:30pm - fixed the furnace and left me the broken part. The only reason I'm not giving them a zero is because the furnace is actually working now. Just to compare, my parents had their furnace die at 7am Friday morning this past week and they had someone from a different company in the house by 10am to inspect it. The blower motor was dead so the company left to go and get a replacement. When they came back to replace the blower motor they determined that there was also a short in the circuit board which also needed replacing. That (amazing) company left to find the replacement circuit board and had that replaced before dinner on Friday night. So, they had two parts replaced in less than 10 hours where Cosmopolitan couldn't even get to my house in under 10 hours. If they had just been honest about when they could get to my house, I would have scheduled someone else to come to the house. Instead, Cosmopolitan left myself, pregnant wife and children in a freezing house all weekend without any apologies or discounts. Never again.

No complaints about purchasing or delivery service. However, some of the parts were missing when we opened the boxes. We didn't get an answer with the service manager when we called. After 2 hours and multiple calls, we finally did talk to the service manager. We were anxious to get this resolved so that our daughter had somehwere to sleep. We were told that we could drive from Oak Ridges to pick up the missing peices OR we would have to wait 5 days for them to be delivered. Since we already paid for delivery, there was no way that we were going to drive to the store. The service manager was unwilling to help any further and didn't understand why we were displeased. I asked to talk to the manager, Michael, who was very nice and helpful. He fixed the situation for us which allowed our daughter to sleep in her bed that night. If it wasn't for Michael, we would not be returning to Arrow for future purchases.