It is not a trustable company, just making different issues to make more money. Spe 12th, 2020, they charged more than $20K installed 2 systems for me. Aug 26th, 2022, one systems outdoor unit flipped over by the wind, please see the photo. They didn't screw the unit on the ground. Its under the 2 years warranty. They fixed it, no charges. Oct, 2022, another system showed P6 error on all the wall units. My tenant called Maple Air on Nov 12 2022, and Maple Air sent some one to check the system, said the freon was low, and they said it was not the installation issue, we have to pay them to fill the freon. Right after 2 years, the freon was too low to run, is it normal? They charged $140+HST for this service to take a look. May 26, 2023, after being delayed many times, they came. They said they refilled the freon, but the system still doesnt work. They need to order the parts. They charged $1100+HST for this service for the issue NOT fixed. I didnt pay them, because the issue not fixed yet. Should I pay them? And then, it was a nightmare, contacted them many times, and they just keep said still waiting for the parts. My tenant asked for free rent just because had no cool air; Maple Air just kept no showing. Mar 20, 2024, Maple Air still just doesnt come. I posted a poor review on Google. They contacted me very quick, and arranged a quick service. The technicians were nice, but, unfortunately, they still didnt fix the issue. They charged me $500+HST for the issue NOT fixed. Apr 27, 2024, Maple Air contacted me to let me pay $1600+HST for the last 3 NOT fixed services, and going to charge another $405+HST for the next service. I paid $10K for a brand-new system. Right after 2 years warranty, Maple Air kept adding up the service fee to more than $2K+HST but did not fix the system. They said I have to pay them asap, otherwise, no more service can be booked. My system is still dead, should I pay them $1.6K+HST before the next service book?
- Approximate cost of services:
- $22,000.00
- Company Response
Hi Jimmy,
Thank you for your response. I understand the inconvenience and stress this issue has caused you. I will make sure to support you and would like to prevent any further issues, so let us discuss any concerns you may have so that we can address them.
Below, you'll find the dates on which we have performed services on your ductless heat pump over the last 2 years, all at no cost to you. I need to remind you that, throughout these services and investigations, at the moment 3 of your indoor units for your ductless system are operational, with only one still in need of repair. If you require further details, please let me know.May 11, 2023 - Leak detection + refrigerant recovery
May 19, 2023 - Check pressure and identify leak zones+Line D is leaking at evap flare connections
May 26, 2023- P6 error code immediately appears - $1100 plus HST (Customer not invoice because problem wasn't fixed)
Sept 1, 2023 - Low pressure on outdoor unit - $140 plus HST (Not paid)
Dec 6, 2023 - Technician went for diagnosis
Dec 28, 2023 - High pressure switch needs to be replaced- Call back (Not billable)
April 2, 2024 - technician went to replace pressure switch- One unit making noise at blower- Another unit also not working- $500 plus HST (Not paid)
April 19, 2024 - Returned for further diagnosis- Call back (Not billable)Please understand that we have invested time and resources in diagnosing and proposing a solution for your system. However, we must also ensure that our labour and expertise are valued and compensated appropriately. Would you agree that this is a fair statement? I'm trying my best to maintain a balance between providing excellent service and sustaining our operations. Seeking help from another HVAC company would likely result in similar or higher costs. However, we've committed to diagnosing your issue without any upfront charges.
In this case, I would like to offer you our Maple Care service which provides immediate discounts and long-term protection for future issues, ensuring your peace of mind and savings.
We have provided you with a discounted repair cost and have not charged you for any of our visits. We believe the issue with your HVAC system might be due to a manufacturing error. We recommend you to also contact the manufacturer from a consumer perspective to address any underlying issues.
What is your suggested next step action with the background that you have?
Please let me know if you would like me to set up a call for us to discuss our Maple Care service.