We have dealt with Air Plus for many years. We recently had a fire and are replacing everything, so this will be our third whole home purchase from Air Plus, and the first one with duct work. Twice previously we were very satisfied with the work, and with service and support.
Catherine at the office was able to provide relevant information and provide good options based on my questions and requirements. We are confident that we purchased a good system in our furnace, air conditioner and water heater.
Kwame came to install everything, sometimes alone, sometimes with a partner. The installation of the main system was quick and efficient, and we were able to get items placed where we wanted them. When it came time for the smaller parts of the system, things became a very slow, time-wasting disaster.
For the ductwork, some custom parts had to be made. Even with a full description of how the old system ran and existing pipe chases to follow, two sets of custom parts were made, both of which were wrong. The first was terrible, and the second takes up way more space than the original, but we took delivery of it so we could get back into our home without wasting time and a fortune on more custom mistakes. I purchased air flow regulators for all ducts as they are required by code. None of them were used, I was told, because the register covers can be closed. The city inspector noted this and said "decorations should not be required to control air flow, the system is required by law to be set up to regulate itself". We have to tape off the lower floors to get cold air to the upper floor. Now if we ever want to fix that system, we will have to rip out freshly finished drywall and redo it. I want a code-compliant system that works without duct-tape covered vents, but Kwame just asks if our house is cool upstairs. Of course! But how will this work when winter comes? Change where the duct tape goes? Ductwork runs outside the chases in two other places as well, wasting one custom kitchen cabinet I will never be able to install, and making me build an extra pipe chase on another wall, wasting more time, materials and space.
I asked for air conditioner drain hose long enough to run to the floor drain in an adjacent room in the basement, and instead was left with enough to go into a bucket beside the furnace, where Kwame set it inside a mop bucket that I had. We changed the bucket daily for two weeks - it only overflowed twice onto the floor, but last weekend two drain hose pieces joined above the furnace came back and flooded the inside of our furnace, frying the circuit board. We placed an emergency service call - three times within an hour and a half and never even got a call back. The dispatcher said noone was available because they were on another call, but she was trying her best to get someone to call back. Because the technician didn't even give us an ETA, we asked again for a call back. The technician finally called just before midnight with the sound of his child in the background and said he was unavailable. We were told the next closest person was in Brampton. Stating that our basement had been partially flooded and may have ruined some construction materials, we finally got a visit by Kwame. He noted the furnace circuit board was fried, said he couldn't deal with it until Monday, and left with our furnace still full of much water. We had a bridal shower and bachelor party set for the next day, and now had no air conditioning in the middle of one of the hottest summers on record.
There are other system details not complete or right, including outside vents that will be under the snow line in winter, surely causing more problems in the future. Even the thermostat wasn't the colour we requested, not that that matters muych compared to everything else. Even now, after multiple requests, we still don't know what the bill for all of this sub-standard and slow hourly-charged work will cost. We will lose our warranty if we change companies, but what good is a warranty on a flooded furnace that will probably rust from the inside out anyway? We want Air Plus to take this whole mess back so we can start again with someone else. This is not the Air Plus we used to know.
