Creation by Renovation Inc

Initial Business Response /* (1000, 11, 2016/04/02) */
Contact Name and Title: Nathan H[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
In response to this complaint I will start by stating first and foremost that we were not aware nor was the customer that there was issues...

previous to installation of the [redacted] boiler system with the customer pipes running under their garage.
When I explained how the system works to the customer I explained this wasn't instant hot water but constant and never ending supply. After installation of the boiler our technician turned on the taps and realized at that moment their was a leak in the garage flooring. To make sure the cx didn't have any flooding issues that section of the unit was turned off.
During the first two months after installation we returned to the customer house approx 8 times to service and fix the equipment when needed, at one point replacing the mother bored under warranty.
The unit now works correctly how it is suppose to however the section that is shut off will work efficiently and make the unit work efficiently if a) the customer fixes the piping in his house to allow the unit to work how it was intended. b) the customer purchases a holding tank to create a reservoir for better hot water on hand as well to make the system work effectively.
I had John S[redacted] explain this to the client as well as cost for any option that we can take care of and was willing to assist the client at a break even point to find a solution. I did make sure the client was aware this is a temp fix however and to properly utilize the equipment how its intended the customer would need to make the appropriate repairs to his garage in floor pipping system.
John S[redacted] no longer works for the organization and if the client has any further questions or concerns the can contact Nathan H[redacted] directly at [redacted] or [redacted]
Initial Consumer Rebuttal /* (3000, 13, 2016/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this response because Nathan said " we were not aware nor was the customer that there was issues previous to installation of the [redacted] boiler system with the customer pipes running under their garage. BUT that is not true because, first: as I mentioned before we told them about this issues before even Nathan ordered the boiler. Second: Richard N[redacted] ( the technician) before removed the old Hot water tank, asked me and my wife why you turned this water line off? I told him because the garage's pipe is broken we turned off to prevent any damage. Not as Nathan said " After installation of the boiler our technician turned on the taps and realized at that moment their was a leak in the garage flooring. To make sure the cx didn't have any flooding issues that section of the unit was turned off." Also Nathan didn't explained this wasn't instant hot water, if he did I never pay almost $9000 for holding tank to decorate my Landry room . [redacted]
I wrote this complaint to take an action with him. Please that we need Refund all the amount that I paid him and put in the old Hot Water Tank
than you for your value time that you spend it to work on my compliant.
sincerely,
[redacted]
Final Business Response /* (4000, 23, 2016/05/12) */
As stated previously.
I have personally been selling these Units for over 8 years hence why Jon S[redacted] called me to your house on the evening you purchased a furnace/ AC from us as well as the Boiler System.
I went through detail with your husband and yourself about the financing, how the equipment worked and so on. Not once was it mentioned at this time you had issues with your in floor heating.
There was also myself, my wife, and John present for this call as I was out running errands when I was asked to stop by.
There was no issues that we knew of before the installation, furthermore it is not the responsibility of Creation By Renovation to make sure the clients entire plumbing system is in order before retrofitting a water heater to an on demand unit.
Creation by Renovation will stand by as a service provider and continue to offer service and repair when needed, however this unit has ben installed for 12 months and we will not be refunding. If client wishes to fix their plumbing the unit will work exactly how it was intended to.
Final Consumer Response /* (4200, 25, 2016/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept his respond because as I mentioned before I bought the AC and the Furnace form [redacted] company; not from Creation by Renovation. attach all the documents to a prove that.
He said Jon S[redacted] called him to come my house on the evening we purchased a furnace/ AC in this point I believed you can asks John why? he called him despite he work for [redacted] because I don't have any idea about this phone call or what they were taking about.
He said; I went through detail with your husband and yourself about the financing, how the equipment worked and so on. Not once was it mentioned at this time you had issues with your in floor heating. WE told him about this issue before every thing and we told to Richard the plumber too and if he didn't know why they bought this antifreeze attach picture for it. About the financing I signed up the payment for [redacted] company and in the next day Nathan came and I wasn't at home and let my husband signed anther one for [redacted]; and when my husband asked why? Nathen said to him because the policy of company can't accept two plane in the same time .After I asked John about the finance's paper that I signed it to him he gave it to me and I unfortunately I sheared.
He said this unit has ben installed for 12 months and we will not be refunding. since they installed the unit I keep talking them I don't want it. I am not the one keep the unit for 12 months and now I said I don't want it.
I have support all my words with document. We don't signed any satisfaction of hi goods, and when we asks him about contract as we have from [redacted] company; he keep saying I will sent it and he didn't.
for all of theses I don't accept hi respond