ComplaintsforGreen Approved Solutions

• Initial Complaint

  14/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/08/2021, I contracted with Green Approved Solutions (GAS), to replace a Furnace Unit and Air Conditioning Unit at *** ******* ****, Scarborough, *** ***. The Contact person was identified as "JOHN", ************. On 4 February, 2023, my Furnace became inoperative. I have a maintenance contract with ********. ******** was contacted and they came on 5 February to attend to the problem. They found a Burnt-out Sensor, and replaced it. The Tech that attended, also mentioned some issues he found with the Unit: - The Furnace Vent is 2" (inches) diameter. The recommended Vent size is 3 inches. - The Furnace should not to be installed on the concrete floor. It should have been elevated and have a Bottom Return. - He also stated that failing to fix these two issues is causing the furnace to overheat because of inadequate airflow. *After receiving this information I checked with the documentation left behind and saw that the required Vent size is 3". I called John at GAS, and explained what had transpired. He was argumentative, almost ***********. He would not take the time to listen to the complaints. His response was that the older existing furnace had a 2" vent so he did not see a reason to change it. So He actually used the existing old 2" vent. On the issue of the raised furnace, He said that the older furnace was sitting directly on the floor, so there was no reason to elevate and add a "Bottom Return" to the new Furnace. Within seconds of me talking to him, He said that he decided not to install the raised portion because he would have had to charge me an additional $1400.00. He wanted to spare me that expense. I never asked for a reduced price. He offered us a price and we accepted. His last words were that he would not remedy anything. If I want it remedied, he would bill me for the installation of a 3" vent and the raised return. I tried to reason with him but he would not listen and threatened to hang up if I do not listen to only what he has to say. Please action this complain asap.

  Business response

  14/02/2023

  As discussed over the phone with customer. They have warranty labour up to 1 year and parts for 10 years. The piping installed is PVC and up to code. We charged you originally $100 for the piping to run 2 inch which is based on his previous unit. If they want 3 inch piping we can replace it for $600 additional cost but it wont make a difference. Sensors can break for any reason. Boot at the bottom is not necessary if you have the right amount of flow and we adjusted the speed to heat up their house properly with the ECM motherboard and 2 stage capability (tested by our technicians at every job we complete to make sure furnace doesnt over heat). Also, they got this job for over 40% discounts and free thermostat. 
  
  We cover any problems during the 1 year install. Usually when there is another company servicing a unit these type of conflicts can happen (he said this, you said that). Their furnace was working fine for 2 years and if they had any issues its always better to deal with 1 company.
  

  Sensors is a common issue thats why we gave 10yr warranty on parts. Every company covers labour and any issues for 1 year, its standard. This unit is installed by code. The the other company (********) wanted to make a but more money and charge to change these unnecessary features. 

  Customer response

  14/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:They were supposed to install a 3” vent as opposed to the 2” vent. The unit they installed  is very specific in its specifications that it must be a 3” vent. Installing a 2 “ vent because the previous older unit that we had required 2” vent. ** *****. They are supposed to install as per the new unit. 
  in addition John was clear to me on the phone that he could have installed the floor air return but then he would have had to charge me extra. He never mentioned that at the time of installation. I would have agreed because I want an efficient system and I was not quibbling on prices.

  This company will never get any additional business from me and I will be making that known on their website.
  
  Sincerely,
  
  *** *****

  Business response

  18/02/2023

  As we mentioned before we adjusted the speed and checked the air flow with our techs at the day of install 2 years ago to make sure the unit is running properly, it was until a sensor went bad and you got another opinion from a different company. Sensor going bad has nothing to do with piping or bottom vent. The unit is pass 1 year labour warranty! We are happy to hear everything is working great with the furnace now after sensor was changed and you took advantage of the 10 year part’s warranty. 

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