La Villa Alegre Apartments

Initial Business Response / [redacted] (1000, 12, 2016/10/19) */ ***Document Attached [redacted] Thermo Dynamics Ltd., (TDL) based in [redacted] , is a manufacturer of solar energy equipment [redacted] (***), based in [redacted] , is an installer of solar energy equipment In August TDL sold to *** hardware for a [redacted] (The TDL [redacted] ), on our Sales Order [redacted] To the best of our knowledge the equipment on this sales order was installed in the home of [redacted] (**), located in [redacted] The installation date was September There is no contract between [redacted] and TDL, other than the [redacted] warrantyThe first contact TDL had with [redacted] was in August Please refer to the TDL Work Order [redacted] The [redacted] , the subject of this matter, is covered by a Limited Warranty, which is also attachedThe warranty is valid for ten years from the date of shipment from the TDL factory - in this case until August The warranty states: 'If a defect in material or workmanship becomes evident within the limited time period of the war- ranty, TDL will repair or, at its option, replace the defective componentThe owner is responsible for the return of the faulty component to TDL, freight prepaid, and costs for labour to remove or replace the faulty componentTDL shall not be liable for damages or delay caused by defective material or workmanship, or for personal injuries or damage caused by use or operation of this productAll freight charges are to be paid by the ownerComponents to be returned to TDL must be packaged so as to prevent damage to the component during shipment, and in packaging that can be reused for returning the goods to the ownerShip a Solar Pump complete with pump/motor/fittings in the assembled condition." TDL is not aware of any warranty provided by [redacted] to **We have been informed by [redacted] that on three occasions since September 2012, [redacted] has performed repairs at **'s homeBelow is a summary of the problems and the repairs (chronological order and times are not known by TDL) [redacted] informed [redacted] that the system was not working [redacted] returned to the site, found a defective temperature sensor connection, and repaired the same, at no cost to ** On another occasion [redacted] visited the site and repaired a fitting that was leaking on the Solar Boiler, again at no cost to ** On a third occasion a pump controller failed, which was replaced by [redacted] at no cost to ** In August [redacted] called [redacted] to inform [redacted] that the Solar Boiler was not workingAccording to [redacted] there was no response from ***, therefore, [redacted] contacted TDL on August 29, 2016, at which time TDL prepared a Work Order and sent various warranty documents to **TDL contacted [redacted] to obtain the background information of the system and the customer On August 29, 2016, TDL told [redacted] that a manager would call shortly ("likely next week")On September 22, **, who had still not been contacted by TDL, wrote an email to TDL complaining about the lack of responses from TDL and *** TDL apologises for thisTDL should have contacted [redacted] by September at the latest On September 23, 2016, (a Friday, early evening) [redacted] (***), TDL President, spoke with ** [redacted] initiated the call [redacted] assured [redacted] that TDL manager would call [redacted] on Monday, however, [redacted] stated he had had enough and would file with the Revdex.com [redacted] explained the nature of the warranty to **, namely, travel time, travel expenses, and site labour were not covered under warranty, [redacted] was km from [redacted] TDL was km from **, and that travel and time costs would be significant if [redacted] or TDL were to visit **'s home, in the absence of other work in the area [redacted] had on the previous trips to [redacted] home combined this work with other work in the area, and as a gesture of goodwill did not charge for any time or travel [redacted] also informed [redacted] that TDL would also be willing to visit his home in the foreseeable future, as TDL had work in Cape Breton, and at that time TDL would be happy to visit and repair his system [redacted] has also informed TDL that they were willing to visit [redacted] - when they can arrange other work in the areaHowever, this was of apparently of no comfort to [redacted] and he moved ahead with a filing with the Revdex.com [redacted] and TDL still stand ready to visit **'s home - when there is other work in the areaOtherwise [redacted] will be assessed with a bill (by TDL) for km of travel ($***) plus hours of travel time ($***) plus the required time spent on site at $**/hourTDL does not wish to levy these charges, and the charges will be waived if TDL can make the visit to **'s home when TDL has other work in the area [redacted] is free to exercise the warranty at any time, by removing the defective component(s), shipping them to TDL, where we will assess if there is a warranty claimIf there is we shall repair/replace and return the goods to ** TDL also points out that [redacted] was well aware of the fact that [redacted] was based in [redacted] , km from his homeTDL has several dealers in [redacted] , who are based within relatively short distances from **'s home, and who cold have installed the [redacted] , however, [redacted] opted to select an installer based m from his home Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/10/20) */ Over the past four years, I estimate the combined time that this unit has been broken down to be nine months - to include the current down time this yearIn the four years that I have owned this solar collector, it has been defunct for almost **% of the timeI have a hard time believing this could be considered or acceptableThis does not sound consistent with a quote that can be found on the Thermo Dynamics Limited website that reads, "In an independent survey commissioned by [redacted] in 1987, ***% of all Thermo Dynamics owners indicated that all service was satisfactory, that all defects (the least of brands surveyed) were covered by warrantyAs a new client of Thermo Dynamics you can expect the same dependability and reliable service." Perhaps it is time for Thermo Dynamics Limited to find a quote for their website that is not referencing a source that is almost years oldMy current service has been neither dependable nor reliableI can however, receive this service now if I am prepared to pay [redacted] of dollars for itIf this is the case, I will remove this unit from my house and either sell it or throw it away as the repairs are required at least annually and this system would no longer be cost effective in my homeAs I stated in my initial complaint, I have been fairly satisfied with the repair work covered by [redacted] I did receive competent service from [redacted] yet it was always delayedI was never informed that I could be charged for repair services for travel or otherwise by [redacted] As well, I have never stated that I would not pay for such services even though the required services are the result of broken components or faulty installation The warranty, as stated in the response from Thermo Dynamics Limited, makes no mention of costs pertaining to travel and or travel timeThe quote offered in response to my complaint mainly pertains to cost incurred if a component is removed and shipped by the customer or if the component need to be removed and/or replaced by the individual completing the repairAny notion of "gestures of good will" as they pertain to not charging for travel or travel time is mute base on the language found in Thermo Dynamics Limited warrantee documents I am being encouraged by Thermo Dynamics Limited, in their response here, and their warrantee documents to remove components on a $ [redacted] piece of technologyWhich components? I have no technical training to make this determinationI also believe that I may void my warrantee moving forward if in my limited knowledge I in any way damage this system Of course I knew [redacted] was based in PictouWhen I contact [redacted] they clearly stated that they install and service their products in [redacted] The [redacted] website states that [redacted] services [redacted] I wish those customers in [redacted] the best of luck if they require repair services from this companyAt the time of my purchase, I contacted another installer of Thermo Dynamics Limited productsThis company is located km from my home and is located in [redacted] [redacted] is km from my homeThis represents a km difference but for a company that services all [redacted] , this should not represent a hindranceAround the time of my purchase, I advised the dealer in [redacted] that I would purchase a boiler from them if they could match the price quoted by [redacted] as I wished to keep my business in [redacted] The company in [redacted] was not willing to do this and this is why I purchased my unit from [redacted] I remain puzzled by Thermo Dynamics statement that there are several dealers that are "relatively close" to my homeWhich dealers? "Relatively close" is beyond ambiguousI will paraphrase one of my initial statement in my initial complaint, had I known that service to this unit would be delayed by nine months over four years and that it would break down annually, I would never have purchased this product [redacted] has not contacted me in any way regarding possible repairs since August 5, Thermo Dynamics Limited is unable to even provide a general idea when they will be able to service this unitAs Thermo Dynamics allowed two deadlines prompted by the Revdex.com to lapse without contacting me, I am not surprised that I continue to await repairs Regards, [redacted]

Initial Business Response /* (1000, 12, 2016/10/19) */
[redacted]Document Attached[redacted]
Thermo Dynamics Ltd., (TDL) based in [redacted], is a manufacturer of solar energy equipment. [redacted]), based in [redacted], is an installer of solar energy equipment.
In August 2012 TDL sold to [redacted]...

hardware for a [redacted] (The TDL [redacted]), on our Sales Order [redacted]. To the best of our knowledge the equipment on this sales order was installed in the home of [redacted] (**), located in [redacted]. The installation date was September 2012.
There is no contract between ** and TDL, other than the [redacted] warranty. The first contact TDL had with ** was in August 2016. Please refer to the TDL Work Order [redacted].
The [redacted], the subject of this matter, is covered by a Limited Warranty, which is also attached. The warranty is valid for ten years from the date of shipment from the TDL factory - in this case until August 2022.
The warranty states: 'If a defect in material or workmanship becomes evident within the limited time period of the war-
ranty, TDL will repair or, at its option, replace the defective component. The owner is responsible for the return of the faulty component to TDL, freight prepaid, and costs for labour to remove or replace the faulty component. TDL shall not be liable for damages or delay caused by defective
material or workmanship, or for personal injuries or damage caused by use or operation of this product. All freight charges are to be paid by the owner. Components to be returned to TDL must be packaged so as to prevent damage to the component during shipment, and in packaging that can be reused for returning the goods to the owner. Ship a Solar Pump complete with pump/motor/fittings in the assembled condition."
TDL is not aware of any warranty provided by [redacted] to **. We have been informed by [redacted] that on three occasions since September 2012, [redacted] has performed repairs at **'s home. Below is a summary of the problems and the repairs (chronological order and times are not known by TDL).
** informed [redacted] that the system was not working. [redacted] returned to the site, found a defective temperature sensor connection, and repaired the same, at no cost to **.
On another occasion [redacted] visited the site and repaired a fitting that was leaking on the Solar Boiler, again at no cost to **.
On a third occasion a pump controller failed, which was replaced by [redacted] at no cost to **.
In August 2016 ** called [redacted] to inform [redacted] that the Solar Boiler was not working. According to ** there was no response from [redacted], therefore, ** contacted TDL on August 29, 2016, at which time TDL prepared a Work Order and sent various warranty documents to **. TDL contacted [redacted] to obtain the background information of the system and the customer.
On August 29, 2016, TDL told ** that a manager would call shortly ("likely next week"). On September 22, 2016 **, who had still not been contacted by TDL, wrote an email to TDL complaining about the lack of responses from TDL and [redacted].
TDL apologises for this. TDL should have contacted ** by September 10 2016 at the latest.
On September 23, 2016, (a Friday, early evening) [redacted]), TDL President, spoke with **. ** initiated the call. [redacted] assured ** that TDL manager would call ** on Monday, however, ** stated he had had enough and would file with the Revdex.com. [redacted] explained the nature of the warranty to **, namely, 1. travel time, travel expenses, and site labour were not covered under warranty, 2. [redacted] was 200 km from ** 3. TDL was 350 km from **, and 4. that travel and time costs would be significant if [redacted] or TDL were to visit **'s home, in the absence of other work in the area.
[redacted] had on the previous trips to [redacted] home combined this work with other work in the area, and as a gesture of goodwill did not charge for any time or travel. [redacted] also informed ** that TDL would also be willing to visit his home in the foreseeable future, as TDL had work in Cape Breton, and at that time TDL would be happy to visit and repair his system. [redacted] has also informed TDL that they were willing to visit ** - when they can arrange other work in the area. However, this was of apparently of no comfort to ** and he moved ahead with a filing with the Revdex.com.
[redacted] and TDL still stand ready to visit **'s home - when there is other work in the area. Otherwise ** will be assessed with a bill (by TDL) for 700 km of travel ($[redacted]) plus 7 hours of travel time ($[redacted]) plus the required time spent on site at $**/hour. TDL does not wish to levy these charges, and the charges will be waived if TDL can make the visit to **'s home when TDL has other work in the area.
** is free to exercise the warranty at any time, by removing the defective component(s), shipping them to TDL, where we will assess if there is a warranty claim. If there is we shall repair/replace and return the goods to **.
TDL also points out that ** was well aware of the fact that [redacted] was based in [redacted], 200 km from his home. TDL has several dealers in [redacted], who are based within relatively short distances from **'s home, and who cold have installed the [redacted], however, ** opted to select an installer based 200 m from his home.
Initial Consumer Rebuttal /* (3000, 14, 2016/10/20) */
Over the past four years, I estimate the combined time that this unit has been broken down to be nine months - to include the current down time this year. In the four years that I have owned this solar collector, it has been defunct for almost **% of the time. I have a hard time believing this could be considered normal or acceptable. This does not sound consistent with a quote that can be found on the Thermo Dynamics Limited website that reads, "In an independent survey commissioned by [redacted] in 1987, [redacted]% of all Thermo Dynamics owners indicated that all service was satisfactory, that all defects (the least of 11 brands surveyed) were covered by warranty. As a new client of Thermo Dynamics you can expect the same dependability and reliable service." Perhaps it is time for Thermo Dynamics Limited to find a quote for their website that is not referencing a source that is almost 30 years old. My current service has been neither dependable nor reliable. I can however, receive this service now if I am prepared to pay [redacted] of dollars for it. If this is the case, I will remove this unit from my house and either sell it or throw it away as the repairs are required at least annually and this system would no longer be cost effective in my home. As I stated in my initial complaint, I have been fairly satisfied with the repair work covered by [redacted]. I did receive competent service from [redacted] yet it was always delayed. I was never informed that I could be charged for repair services for travel or otherwise by [redacted]. As well, I have never stated that I would not pay for such services even though the required services are the result of broken components or faulty installation.
The warranty, as stated in the response from Thermo Dynamics Limited, makes no mention of costs pertaining to travel and or travel time. The quote offered in response to my complaint mainly pertains to cost incurred if a component is removed and shipped by the customer or if the component need to be removed and/or replaced by the individual completing the repair. Any notion of "gestures of good will" as they pertain to not charging for travel or travel time is mute base on the language found in Thermo Dynamics Limited warrantee documents.
I am being encouraged by Thermo Dynamics Limited, in their response here, and their warrantee documents to remove components on a $[redacted] piece of technology. Which components? I have no technical training to make this determination. I also believe that I may void my warrantee moving forward if in my limited knowledge I in any way damage this system.
Of course I knew [redacted] was based in Pictou. When I contact [redacted] they clearly stated that they install and service their products in [redacted]. The [redacted] website states that [redacted] services [redacted]. I wish those customers in [redacted] the best of luck if they require repair services from this company. At the time of my purchase, I contacted another installer of Thermo Dynamics Limited products. This company is located 118 km from my home and is located in [redacted] is 193 km from my home. This represents a 75 km difference but for a company that services all [redacted], this should not represent a hindrance. Around the time of my purchase, I advised the dealer in [redacted] that I would purchase a boiler from them if they could match the price quoted by [redacted] as I wished to keep my business in [redacted]. The company in [redacted] was not willing to do this and this is why I purchased my unit from [redacted]. I remain puzzled by Thermo Dynamics statement that there are several dealers that are "relatively close" to my home. Which dealers? "Relatively close" is beyond ambiguous. I will paraphrase one of my initial statement in my initial complaint, had I known that service to this unit would be delayed by nine months over four years and that it would break down annually, I would never have purchased this product.
[redacted] has not contacted me in any way regarding possible repairs since August 5, 2016. Thermo Dynamics Limited is unable to even provide a general idea when they will be able to service this unit. As Thermo Dynamics allowed two deadlines prompted by the Revdex.com to lapse without contacting me, I am not surprised that I continue to await
repairs.
Regards,
[redacted]