I don't quite know where to start with this review. My initial experience with this company was very positive, but as time went on, things got so bad that we ended up with no hot water for three months.
August 2020 - Without confirming the date of installation, they worked on my neighbour's furnace and dumped the pallets with my new units in my driveway; they just happened to catch me outside to inform me they were coming the next day.
I am immunocompromised and my parents are seniors. Because of the pandemic, we asked for them to wear masks in the house. At their request, we also opened all the windows and doors, and placed fans for additional airflow.
All the workers that arrived took their masks off multiple times, walked out of the furnace room without masks, and asked for access to other parts of the house without explaining why. They then reaccessed those areas without my knowledge later on. Already ill, I had to air out and disinfect all the areas.
They also drilled additional holes in the exterior walls upstairs, and left a hole in the drywall when removing the furnace. They offered to patch it, but it would mean more exposure and cleaning.
Sam mentioned the hole in the drywall was my responsibility and my common-law boyfriend gave them permission anyways. I felt pressure to pay upfront in cash (the cheques were all post-dated) when I hadn't been communicated to at all.
Soon after, our water heater started spitting out an error code. It was for the heater failing its ignition process, and therefore our water would turn ice cold during use. I also was missing the rebate forms.
A few days later, Sam drilled some holes to let the air out in the condensation drain pipe. The issue was not fixed.
Sept 2020 - I emailed Sam again with an update, but didn't get a reply. He had also not brought the rebate forms during the last visit.
Sam returned and drilled bigger holes in the condensation drain pipe. The issue was still not fixed.
I was called by Duncan next. He told me that if I have any issues to directly call him instead and he will arrange the appointments.
Oct 2020 - Duncan arranged for a technician to come. Not only was the technician late, but he did a fix not similar to what Sam described. It made the problem worse. The error code began going off non stop.
Next appointment, no one showed. After 4-5 hours of waiting, I called Duncan. He told me that the technician called and I didn't answer so they didn't come. I didn't receive a call at all! Duncan calls back later and says that a technician from the water heater manufacturer was supposed to show up and it was them that didn't come, an entirely different story than he initially claimed.
Then for some reason, Canadian Care contacted my parents for a new appointment and not me. Despite a really important interview happening that day, we accomodated. No one arrived, and after this, we were not contacted for almost a month.
Nov 2020 - When contacted, it was Nikki (the only friendly one) inquiring about the final payment on behalf of Sam/Duncan.
We ended up contacting the water heater manufacturer directly. They did not have knowledge of Canadian Care contacting them at all. Not only did the manufacturer say that Canadian Care was not licensed to install their product, but they recommended to us a different company to assess our water heater. Said other company fixed a ton of parts not to code, found out we were missing the wifi module from our unit (it had not even been given to us!) and got the manufacturer to give us a new unit, as the incorrect installation had damaged the water heater beyond repair.
TLDR: Canadian Care did a good job with the installation of the furnace. However, the lack of communication and the general attitude I experienced was stressful and and unprofessional and made me uncomfortable paying them. Worst of all though, their improper installation of the water heater and subsequent "help" left us with cold water for THREE MONTHS before we stopped calling them and looked elsewhere.
This review has 1 image.
to view the gallery.
