Barnett Carpets, Inc.

Initial Business Response /* (1000, 5, 2017/06/01) */
Dear Sir:
Re: ***
Case # ***
I am in receipt of your letter of May 29, with attached complaint in relation to the above noted matterPlease accept this letter as my response to that complaint
As noted in Mr
*** letter, we installed a solar hot water system for him with a completion date in June, For the purposes of obtaining rebates and to have a loan processed, pictures of the completed system were sent in to*** as is standard practice*** approved the rebate, confirming the system was fully completed and operational
In September, 2013, there was a pressure drop in the system which was resolved quickly and to Mr*** satisfactionWe offer a one year warranty for parts and labour (after that there is only a manufacturer's warranty on major components) and therefore there was no charge to Mr***
In December of we were contacted by Mr.*** as he was concerned his system wasn't getting high tank temperatures as it was beforeIt was explained to him that this was close to winter solstice (shorter days), there had been bad weather, and there was possible shadowing on his system due to the low winter sunThis is for all solar panels and was explained clearly to Mr.*** at the outset (before installation)Mr.*** sent us a Christmas card right after this, indicating he was pleased with his system and the service he was being provided
In March of we fixed a small issue caused by Mr*** constant tampering with his systemWe did this free of charge and advised him it was better to leave the controls alone
In mid May, we went to Mr*** house to switch the solar from space heating to pool heating at his requestThis work was completed to Mr*** satisfaction, free of charge
In late September, Mr.*** had issues with his boilerHe felt these issues were related to his solar but they were notTo appease him (we wanted him to be a happy customer despite his issues not being related to the solar system) we added a zone control and made a slight modification to the control system to improve efficiencyWe did fix a small leak in the pool heat exchanger at this time alsoAll of this was done at no charge
In October, we drained the pool loop for Mr.*** (at no charge) and inspected his system related to his complaint of it overheatingWe found nothing wrong with the solar system at that time
In December of Mr.*** again called with the same complaint as the year before relating to the tank temperaturesWe explained again about the time of year and the position of the sunHe thought there was some sort of barrier in the system but we explained this was not the caseHe told me he did not recall this issue from the previous year
In March of the system depressurized again (we suspected customer tampering again)We fixed the system quickly and to Mr*** satisfactionAgain we did not charge Mr.*** for this visit even though the warranty period had expired
In mid June Mr.*** once again complained about overheatingOnce again we went over promptly and found that Mr.*** had attempted to switch heating from space heating to the pool himself rather than contact usHis inept efforts ran the pump dry, damaging it beyond repairHe thanked me for coming on short notice and asked me to replace the pumpI did this promptly after informing him that there would be a charge for this, which he agreed toWe fixed everything and he wished us a happy Canada DayI assumed he was still a happy customer
After receiving his bill he refused to pay, saying he would only pay half because he said we should have given him detailed instructions on opening the pool side (even though we were unaware he was doing this and he never requested this information from us)He was informed that if he did not pay his bill he should find another solar providerHe did not pay
In late August, Mr.*** contacted me to advise his tank was leakingWe informed him we would not provide service as he had not paid his invoiceWe also advised at that time his tank warranty was with *** and not with us so he should contact them directlyHe did this and received a brand new tank which he had installed by a plumberHis plumber called us for technical help, which we provided at no charge
This was the last we heard from Mr.*** until nowFor your information, we sent his invoice to collections for non payment less than two weeks ago
Please feel free to contact me if you have any further questions
Yours truly,
***
Aztek Solar Ltd
Proposed Resolution: The customer should pay his invoice in full to the collection agency
Initial Consumer Rebuttal /* (3000, 7, 2017/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well, he is misinterpreting the whole situation! First *** sold us a system he was not fully capable of installing! I should of made this complaint as soon as I found out this when actually I was his right hand during the whole installation as he was all alone in his business at that time! However I really realized all when the system was not really heating the pool as it should be, because the heat exchanger is too small comparing the pool size! instead it was blowing out the antifreeze when ever the sun was over heating the system! Not just blowing, but still turning on the boiler for more heating, so the reconfiguration was necessary! Even though he sold us a bigger system for the double price as we asked on the first place! Because he convinced us that this double sized system will be doing the job! It is not, but because he is claiming an extra $***, which he never explained before hand, I have to tell all the history of it! The pump he is mentioning was actually installed side ways which was wrongly installed as well that was the real reason it burned! The tank he provided with the system, he told us that is made of Germany, however when it was leaking turned out that it was made in China instead! He is wrongly telling that we've got a new tank to be replaced the one was leaking just after two years of usage! Because the supplier had no new tank like that because that brand was stopped to be imported to Canada, so we've got a show room model instead! I have all that conversation on my computer! But nothing regarding his charge of $***, as he is telling that he informed me a head regarding that! So I am claiming the $*** deposit he received in cash because his big system is not working to our satisfaction as well as the modification cost $*** I had to pay to an other certified heat technicianSo the system would not blow out the antifreeze, which is paralyzing the whole system at the time, so it has to be re pressurized to get to work again! I am requesting those money back because he basically ripped us off, as we just asked for a hot water system to replace the hot water usage of the original oil burning boiler! That was half of the cost of this so cold big one, which is not working at all to satisfy the pool heating! I have to still getting down to the basement every day to control his system even though it has a automated control panel, but to get the best out of it, it has to be manually adjusted at all time! I do not think that would be the right way if it is installed well! But thanks to the modification by the other technician for an extra $***, it has not blown out since than! I was going to forget all the struggle, all the time I had to deal with it, even the extra money, but because he has an insolence to claim money after his system was not satisfactory and up to the standard! Beside I did not hear from him for two years, as he mentioned, isn't it interesting and did not get any claim regarding his $***!? I have to claim the part of the whole system, which is basically not working and cost us extra $*** together! Thank you, I look forward to see a justice to satisfy my truth and see his company paying the fee for it!