Updating my review: My honest review is: AVOID, and do research, get it installed in half the cost and product price from a local company who doesn't ditch you, & with customer care. The off-market plastic valve started to leak after a few months of use, luckily I detected the leak before it turns into an electrical shortcircuit nightmare or worse. ( Original Metal valve was Changed with a plastic tee valve, on a hot water connection /feed tube by this installer, which over a season use started to malfunction) Contacted Dimitri as the connections and valve he used is not available in the market, he promised to send a replacement but after 3 months of chasing him and dozen messages part never came. ------------------------------ Excellent customer service and quality of work. Dimitri visited us in the evening at our request yesterday. Setup central humidifier with off market valve (the one comes in the original package was of a low quality). Professional, clean install. Highly recommend his service.
- Approximate cost of services:
- $500.00
- Company Response
Please give us a call so this can be dealt with in a reasonable manner. What can we do to resolve this?
Please respect that we do our best to satisfy all customers, and that you were never forgotten about.
Also, don't take this response out of context. We do not want to argue with you because customers are right. You have every right to feel a certain way, but please, let's turn this negative into a positive. We are honestly here to help in a professional manner. I'm sorry that you feel the way you do, there are solutions to this.
I do apologize, but is something that should be dealt with over simple phone call - or even an email.
We do our best to prevent issues from happening. The metal valve you refer to is a piercing / saddle valve that comes for free with the unit can cost a homeowner hundreds of dollars to repair and this is why advise against their use. Especially homes with pex tubing, mixing valves ect this can become a nightmare.
*Labour warranty on the humidifier is 1 year as stated
*We still offered/offer to resolve this after 1 year at no charge because we are a fair company and back our work regardless
*hundreds of our customers never have issues
*manufacturer defect is unfortunate, and also rare
*we are here for support and assist as best as we can
*we use quality materialYou had your unit installed approximately in January of 2018.
Unfortunately approximately a year and a half later you mentioned it failed/leaked (after the second winter) due to a manufacturer defect/flaw. You mentioned you had the valve removed. We mentioned that the humidifier is not able to be used in the summer months, but we would be happy to come by and fix the problem when we are in your area (Bowmanville). At the time this was not possible to have done immediately.We haven't received any calls from you other than the time we spoke on phone in early May 2019. To my knowledge, no phone call was ignored & never received a voicemail message.
We only have 3 text messages from you - from the time we spoke on the phone originally. From period of May 12 to today (July 19, 2019)My response:
We decided that we are not comfortable sending you a part by mail and further liability for it, and it would be best to schedule a time to come by and install a different type of valve at no charge. We would like to get you going before the humidifier season begins.
Text messages may be convenient but phone calls are the much more reliable. We have hundreds and hundreds of different phone numbers text us and it's easy for a text to be lost.
At this time you noted the valve was removed and that you were looking to replace it. I said I could try to find you a replacement part, but would also be happy to come by and install a different valve when we are in or close to your area (Bowmanville).
I'd like to note that Humidifiers are only designed to work in the winter time or when the furnace is running and do not work with the air conditioner - connected or not. They do not work year round. If you need to maintain a high level of humidity year-round as you mentioned, try a portable dehumidifier. The air conditioner also removes humidity from the house for cooling.
It is mid summer 2019. We apologize that this was not resolved sooner. This does not mean you were forgotten about or "ditched" and sorry you have felt this way.
*The best thing to do is to call our phone if there is an issue or if you are unhappy with something. *
We have no problem resolving this issue with you and don't feel it is fair to have such a negative review on our profile. We work very hard to make sure everyone is happy and taken care of.
For the valve to have leaked, even after 1 and a half years, this is a manufacturer defect and is definitely not acceptable. We are not the manufacturer - and we purchased the product from a reputable supplier and manufacturer. The product has 10 organizations that it is supported by and certified through. To name some of them: UPC, NSF, ASSE, WRAS, ANSI, ASTM International. This is very unfortunate for the valve to have failed.
Aprilaire recommends hot water for their humidifiers for better performance and efficient.
There are various reasons why we do not use saddle (piercing) valves, and they are also not to code.
A manufacturer defect is something that we can't predict or prevent. We are using a different type of valve since being notified of this incident.
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Thank you for the review and glad you are happy with the unit & installation.Demitri
HVAC Outsource Ltd