Novel Care Inc.

In 2021 we installed a new furnace and AC unit with Novelcare. Our furnace has since not been working properly and is still under warranty. we have not been able to get in contact with the business for weeks now and are now seeing online they possibly went out of business - we have no idea what happens with our warranty or how we go about servicing our unit as winter is approaching and we have young children in our home. We filed a complaint with the better business bureau but it cant be enforced so its unliking we will ever see the extra we paid to winterize it.

Last fall, NovelCare installed a Bosch mini-split AC/HeatPump. I turned it on early this summer, only to discover that the condenser leaks. I called NovelCare. NO one answered my calls or texts or emails. I have since discovered from other reviews that they have gone out of business. What happened to my warranty? How does one cope with this situation? I, too, will contact the BBB.

We purchased a Panasonic mini-split from Novelcare in 2021. They offered an extended 10 year labour warranty contingent on them servicing the unit each year. The next year when we called for our yearly service though we were shocked at how the the service price jumped dramatically. in under a year. Luckily we had an email thread from the sales agent regarding this, the expected service price and assuring us if it increased from year to year it would only do so minimally with standard inflation. The company honoured only a small increase begrudgingly.
This year (2023) we have been calling now several times for over a month now trying to book our yearly service to ensure our warranty. We first called early April and left messages, then on April 12th got through to a secretary/agent person who said someone will call us back in 48 hours - strangely instead someone "texted" back telling us the company went out of business and that the new owners would call us. So strange. We asked how this affects our warranty and they didn't respond. We kept trying the main phone number listed for the Richmond hill Novel Care location and have now called many times. We have been persistent and got through to agents 4 times with a different phone secretary each time. The last time we called the secretary/agent said they could see our phone history and she also seemed concerned and assured us she would have got through to agents 4 times with a different phone secretary each time. The last time we called the secretary said they could see our phone history and she also seemed concerned and assured us she would have her superior call us back. No call back. This company seems to operate using some kind of telephone agent service which makes warranty etc difficult after a sale, and easy to ignore customers, so we have launched a complaint with the BBB as we can't seem to get a service call as per our warranty. We thought we were protected from this kind of avoiding behaviour using a company that claims to be in business for 30 years. Note other bad customer service reviews all surfacing in recently. Proceed with caution with new purchases from them. We are hoping to have this resolved.

Almost impossible to get a service person to see you. Waiting more than 24 hours for "emergency" response. They installed my furnace (only 2 years ago) so it is them that I would prefer to use. But can't reach them, so now looking for new HVAC people

UPDATE: after a week, still no response. If you call their office, they apologize and say they will have someone reach out right away.

Been trying for over a week (because the unit is only 2 years old and is under warranty, i am compelled to use Novel Care, at least for this repair.

I have been a very long standing customer of this company. I was previously with another HVAC company and when they were purchased by Novel Care I stayed on. Over the years, this company has always done my preventative care maintenance as well as installing new furnace. I have no issue with the work or their service technicians that have visited my home as it has always been exceptional.
This company was at my home within the last couple of months to do the annual maintenance on my HVAC including my home humidifier. As usual, the work was done at a high level.
My issue is with their most recent service response. I called in and spoke with someone in the answering service to place a service call. After 24 hours I did not hear back from anyone and placed another call. The staff I spoke with was apologetic and ensured me that my service call would be sent to dispatch. Within about an hour I received a voice mail message from the service dispatch saying that they were fully booked until mid-February and that they could not help me.
I immediately called back and spoke with a supervisor at the answering service and requested that a manager of the company call me back. I still have not received a call back. I also called the number that was registered on my phone and spoke with someone in dispatch and explained how upset I was that they were not going to come look after the system that they themselves had checked only a couple of months before. This person also assured me that I would get a call back which I have not received.
I was forced to find another service company to come and take care of my immediate issue which was done within 24 hours. At this juncture, needless to say, I am now shopping for a new HVAC company to look after all of my needs for preventative maintenance, service and any new purchases.

Positive: Professionalism, Punctuality, Quality, Responsiveness, Value
I was very impressed with novel care. My furnace broke down and after talking with several companies, I found Shawn to be the most knowledgeable and helpful. He assisted me with deciding what furnace to buy and they installed it the next day. Also got my AC and HRV with them and they installed my new thermostat as well.
The pricing was very reasonable. The workers, Ken and Mo were efficient and very helpful at explaining how to maintain and take care of the equipment. They cleaned up afterwards as well.
I am very happy with their service and would highly recommend them.

Our installation went very poorly. Several technicians since have admitted that the team was inexperienced and made many mistakes. A lot of damage was done to our home, and the machines were not installed properly. We made several attempts to speak with the company, but were yelled at, hung up on, threatened ("we won't service your units if you call again"), and ignored. Not only has the company refused to take accountability for the damage caused to our home, but they are now refusing to service the machines that they improperly installed. So we are out $10000 for our units, over $2000 to repair the damage, and now our machines don't work properly, and no company will service them because they don't want to be responsible for the problems caused by NovelCare. There is absolutely no accountability and the customer service is non-existent. They do not stand by their work or the products they install. Stay away.

Had them installed our ductless system and service our boiler , they were great and informative.

We had three different companies come over giving us price cost estimation about heat pump installation, to be honest, NovelCare quoted the highest, but we decided to go with this company only because the work they have done is very well repeatable out there, and the brand they carry is the best as well. We'd rather pay more but hire the most reliable installation staff. As they promised, they did an extraordinarily excellent job, professional, nice, and clean. Even better, the final price was lower than I anticipated. Our next go is to replace the furnace, we'd love to have novel care come back to do the next job. It's been a long day, I sincerely appreciate their hard work, thank you

Had Novelcare install a ductless system in two apartments in a house we own in Toronto. Install went well and the units performed well. Charge for routine annual cleaning and inspection costs has been rising significantly each year. After three years one unit developed a leak that ran down the inside wall and the drain line had to be cleaned out. Same unit leaked again and after 2 service calls costing over $700 it was fixed, only to start leaking again after only three weeks. Called today and was advised very abruptly that they can't send anyone for two weeks so I should call someone else! I have and recommend people find a company that has as great a service reputation as a they do an installation one.