We had dealt with Canada furnace (Steve, previous owner) service was spot on, he installed our first hot water tank. Finally that tank died and we called Canada Furnace again for emergency service, long weekend of course. They came out, assed the issue and replaced our hot water tank, approx $2000.00, we had no water for about 5 days and family visiting from europe. Within a few days that tank failed, we called for emergency service and was given the old excuse “due to high call volume” we have to wait until monday...2 days for emergency service? After some shouting they expedited to the next day. 8-10 days later still no hot water. They sent another tech, a senior tech, since the reason for our new tank failure was how it was plumbed in. He replumbed in the new tank. So a few weeks later the piping they did failed and sprung a leak, flooding our tank room. Called them again, same 2 day response argument for emergency service, finally they sent the senior tech back and we had a visit from Lorne the Ops Manager. They assured we were going to be taken care of. Fast forward 6 months, again on a long weekend typically of course the plumbing sprung a leak again. More arguments with the unhelpful call centre, multiple calls to Lorne (we had his direct line by this time), no reply and again they managed to get someone out to fix the leak, to the plumbing they had installed! Call that another 2 days without water. For the passed 6 months we have had issue free. This weekend( why does it happen at weekends!) the plumbing has leaked yet again, flooding our laundry room AGAIN. Called their call centre in Toronto, had two phones calling, after 40 minutes of ringing I selected the callback option, they never did call that phone back, thankfully my wife called with her phone and after about 50minutes a man answered. He gave us the usual flannel high call volume, no service till monday some time. I asked him to get a supervisor to call me, after several trips on hold he comes back with I can have tomorrow service(today as of writing), OR speak to a supervisor/manager! I said book the appointment then get a supervisor to call me. He said no its one or the other! His reasoning later was that if he allowed everyone to speak to a supervisor then why would he be needed (employed). I sit now and wait for a tech to arrive. Lorne has not responded to my voice mails. We are about to replace our boiler and install AC....guess who is not getting that work? I know this was a long read, sorry for that I rarely ever crap on companies through social media, everyone has a bad day right, circumstances beyond their control and all that. Not this time, we have had enough of the poor workmanship and terrible service!
- Company Response
Very sorry to hear about this experience. If you require further assistance please feel free to email me. firstname.lastname@example.org ~Jessica