We have had nothing but problems with the tankless hot water system installed by Cozy Comfort in Nov., 2009. The system would shut off arbitrarily and have to be reset to begin heating again. After numerous visits, The Cozy Comfort repair person said there was nothing that could be done. Their top installation expert, Raymond, came to check out the problem on Oct. 7, 2014 and said that the problem might be low gas pressure and we were to contact Embridge Gas. Then contact him (Raymond) again after Embridge checked out the gas meter pressure. We did. The Embridge people came to check out the pressure and found it to be over 8 which was more than the required pressure to run the heater. They did note that the pipe connecting the Embridge gas from outside was 1" and the heater had been connected using a smaller size pipe. That was probably the problem. I left numerous messages (4) with the Cozy Comfort people as per the instructions of their expert installer but have not heard back from them. That was several weeks ago. Our hot water keeps cutting out. Their service is terrible, especially when it appears that their faulty installation of the equipment is to blame. Since this problem existed from the time the equipment was installed it should have been covered by the warranty. While exploring the reasons for the malfunction, their repair person attempted several things and charged us for the attempted repairs ($497.20 on Nov. 20, 2013 and $169.50 on Feb. 18, 2014). He even tried cleaning the heater saying that the problem was due to too much dust in the room (It was installed in the laundry room). There was a service charge for the cleaning. Of course, none of these attempted 'fixes' worked.
I am very displeased with their knowledge of the products they sell and of their lack of knowledge in dealing with the problems that expensive equipment manufactured in Europe for European markets is not properly adapted for installation in the North American market. (This also refers to the inadequate installation of the boiler that was installed and kept blowing fuses in the middle of freezing winter weather leaving us without heat for days on end while waiting for a new fuse which was not readily available. The problem was finally fixed by my brother, an electrician, for about $60.00 worth of materials which Cozy Comfort said they would build for us for an additional cost of $860.00....This is after charging over $10,000.00 for installation of the tankless hot water heating system and tankless boiler. But because the boiler is not longer a problem since my brother fixed the electrical problem, I am not bothering to complain about it and only bring it up as an example of how little they know about the equipment they sell, install and maintain.)
I rue the day I began dealings with them and will never use their services again.
- Approximate cost of services:
- $666.00
- Company Response
As it has been mentioned by customer, installation was done on 17/Nov/2009 for a Viessmann Boiler and a Noritz tankless unit.
We did a number of service calls for customer since installation as below:
1- 20-Jan-10, (boiler Problem not Tankless) No heat. Boiler coding "F4". Cleaned flame sensor. == No Charge.
2- 21-Apr-10, (boiler Problem not Tankless)No heat. Replaced board ===No Charge.3- 20-Nov-13, Tankless water heater keeps resetting. Tankless WH. not working / called Noritz / problem with clogged burners / problem with dirty spark maker, dirty sensor, dirty ventor motor, dirty heat exchanger / heat exchanger needs descaling for one hour / opened up all and vaccumed and cleaned / descaled with the special liquid == $497.20 incl. tax.
4- 14-Jan-14, Service call on Noritz Tankless WH / been there on Nov 20th / customer believes it’s the same problem.
****Technician went to fix the customer's tankless WH-it showed code # 90----called Noritz----Noritz company said they need an air compressor to clean the dust ,…..this happens in areas where there is too much dust.== No Charge.5- Raymond attended a NO CHARGE call in September code:90, combustion gas pressure, before start up 8WC , 2 psi, co 85, temp: 32C.
6- 18-Feb-14, (boiler Problem not Tankless) water was previously leaking from the bottom of the heat exchanger / tightened up the rubber drain to the bottom of the heat exchanger / the temperature is going Up / CO test was done: 00.00 ppm.
As stated above total service calls attended for Noritz tankless unit total to 4 since 06/Nov/2009, the two recent calls 14 & 22 were at no charge to customer.The other two services that were carried out on above mentioned tankless unit were carried out in 2011 & 2013.
However, we also, as mentioned above carried out three other service calls on Visseman boiler, two of which were at not charge to customer only the service which was carried out on 18/Feb/2014 was charged at $169.50 .
Another point to note is the fact that all gas piping is done according to code and piping from meter including branches are based on BTU requirements.
Also as mentioned by customer problem was solved by an electrical repair done by her brother, and it was not related to gas piping but as Gas technicians we are very limited to the amount of work that we are permitted to do on electrical aspect of the job.Nevertheless, we regret that Anita had to go through this experience, we try our best to provide the best service that we can to each and every one of our customers, we have tried to solve the problem with all our best intentions, have made number of calls to Noritz technical support.
We sincerely hope that Anita would have many years of problem free operation with her boiler and tankless. We would always be available for future services.