Ontario Student Assistance Program

Initial Business Response /* (1000, 5, 2017/03/24) */
As alluded in the consumers original complaint, the problem lies with the honoring of the manufacture's warranty in a timely fashion.
There have been weekly phone calls, faxes & messages to the distributor ([redacted].) concerning this...

issue. They have never disputed the warranty covering this part.
At first it appeared there was a problem accessing the part, in this case the compressor (a central component in the outside unit running the heat pump)
I have discussed other options with the distributor such as replacing the outside unit containing the compressor if available or maybe upgrading the outside unit to the next model compatible with the three existing insides heads. The distributor wanted to exhaust all possibilities of accessing and replacing only compressor part.
Seaside Comfort Zone is waiting and more than willing to install and or fix whatever component the distributor comes up with to satisfy the warranty and consumer.
This heat pump has been down since mid December 2016. It appears to me that the distributor and or manufacturer cannot access their warranty parts in a reasonable time frame.
However my last phone calls on March 23/2017 with Powrmatic Halifax and Montreal informs me that the compressor is available and on route (ETA 2-3 weeks)
I have relayed this to the customer and he will accept this further delay but how satisfied he will be if the ETA is extended remains to be seen.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SINCE THE SYSTEM HAS BEEN DOWN THERE HAVE BEEN MANY PROMISED DATES FOR REPAIR. BY TIMES I HAVE FELT THAT I NEEDED TO ALMOST BEG TO FIND OUT THE STATUS OF THE WARRANTY CLAIM. EACH TIME I RECEIVED AN ANSWER THE PLAN NEVER MATERIALIZED.
I CAN ACCEPT A 2-3 WEEK DELAY AS LONG AS THAT TIME FRAME IS MET. PAST EXPERIENCE TELLS ME THAT THERE IS A GOOD CHANCE THAT THIS WILL NOT HAPPEN. I AM VERY SKEPTICAL INDEED.I AM VERY DISSAPOINTED WITH THIS WHOLE PROCESS.
I WILL NOT SIGN OFF ON THIS COMPLAINT UNTIL THE SWSTEM IS WORKING AT NO COST TO ME.
Final Business Response /* (4000, 29, 2017/04/28) */
As is evident in the original complaint & response, the problem lies with the honoring of the warranty from the distributer, [redacted] Halifax. The unit in question is a Powrmatic product still under their warranty, undisputed.
As the installing contractor, we trust our distributers to honor the warranty they sell with their products (in a reasonable time frame). It is impossible for us to proceed without the warranty part that was ordered in Dec. 2016 from [redacted].
Just today April 27 , I received the compressor in question,& after many phone calls. The customer has been notified & plans made to install.
Finally, this issue frustrating and unfair will be resolved leaving my customer hopefully satisfied & the distributer off the hook. Seaside Comfort Zone appears to be the loser in this case. As our records show we have always resolved customers concerns, even to the point of removing equipment & returning money to the customer.
The long frustrated wait for the customer & the damage to our company's reputation not to mention the monetary loss, leaves only the distributer unscathed.
The final repercussion appears to be Seaside Comfort Zone's suspension from the accredited business list. I sincerely hope the Revdex.com will consider the facts and the effort by Seaside Comfort Zone trying to resolve this issue with hands tied.
Regards
[redacted]
Final Consumer Response /* (2000, 31, 2017/05/01) */
Hello [redacted],

I have read the business reply and can confirm the system has been repaired and is now running properly. It is a shame that I had to file the complaint but it was done out of sheer desperation. [redacted] was just as frustrated as I was and I feel sure that he tried everything in his power to get the compressor delivered so that he could repair the system. I agree with him that the problem was with Powermatic and only them. I feel bad for [redacted] since the circumstances were all out of his control. I have had a lot of problems with the system in the last five years and they have all been addressed professionally and timely. I feel that [redacted] and I have a good working relationship, however, in this instance neither one of us had any control over the situation.

Please close out the file and ensure that there is no black mark placed on the business record. Thank you for your help in the matter.

Sincerely,
[redacted]