I reached out to Nima to provide an estimate on installing two direct vent fireplaces in my house. Nima came out promptly, seemed confident in his approach, and gave us a reasonable price. We were excited to work with a company rated so highly on Homestars.
We later decided to expand the scope of our work with Nima and requested his estimate on installation of a hot water system. Nima came out once again and we signed the contract for a tankless system (10 year rental). He also confirmed installation for next Thursday but wouldn't give the date for fireplace installation, stating it would be on a different day. He promised to call to confirm the date.
A couple of days later, as my husband was reviewing the tankless contract, he had a few questions such as termination terms, buy-out option, etc. We sent the email to Nima on Tuesday at 1pm but received no response. We waited for a full day on Tuesday and then Wednesday, but no call from Nima. Finally, my husband called Nima on Wednesday evening and repeated that he was looking for certain information about the contract. Nima could not provide the information, said he had to consult the head office (or something like that).He suggested we checked the site of the company he works with that provides the rental (which we did and there was no helpful information).He also said that if we didn't want to install the system the next day (Thursday), it's ok, but we needed to let him know now. My husband and I discussed and decided that 10 years is a long commitment and we need to have all the facts in front of us. We texted Nima within 10 minutes of the conversation as well as emailed asking to cancel the hot water installation. We also asked to once again confirm the date for the fireplace installation.
What followed after this was outrageous. We haven't heard back from Nima at all. We called him on Friday and he didn't not answer the phone, I left a message. We haven't heard the next day either - my husband called, Nima didn't answer. I finally called from my cell phone (he did not know the number and so wasn't able to screen us) and Nima announced that he cannot do business with us. Why?
Because we cancelled hot water installation the night before. And apparently, he is stuck paying 120 restocking fee - first time he told us about this. I explained the only reason that the cancellation was 'last minute' was because he failed to provide the information we were looking for on time. He continued to persist that it's our fault, we signed the contract, and there was no more room for questions. So instead of telling us upfront that he is not interested to do the work (and I think it all came down to money), he was just going to stonewall us and make us miss our fireplace installation window. How unprofessional and downright spiteful. Good riddance and we dodged the bullet. read more
