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  • I’ve Been Charged for a Service I Don’t Want!

“I recently bought a new water heater from {COMPANY REMOVED} and they put a ‘customer protection plan’ on it. I didn’t ask for this and it’s costing me too much each month. I want to cancel it but customer service won’t let me without changing my contract and I’ll have to pay a fee to do it. Damned if I do, damned if I don’t! Any advice to help me out? Thx”

Roman B. Orleans, ON

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First off, Roman, it sounds very much like the company in question signed you up for what is simply an extended warranty without your consent, which already starts to paint the company as a bit less than honest. It sounds like you’re having trouble escalating your complaints, so here’s a few tips that can help you out.

First off, you have some protection under Ontario’s consumer protection laws. If the customer protection plan is an optional fee, which it should be, then adding it without your consent would be considered a form of misrepresentation on the part of the sales rep who sold it to you. The Consumer Protection Act allows you to cancel a contract within one whole year and receive a full refund.

However, depending on why you purchased a water heater in the first place, this may not be necessarily the best way to go about things. If you’re happy with the unit you purchased and otherwise the contract with the company is a good decision for you, then you may have to buck up and try to escalate the complaint from within. The best way to go about this is often a direct letter to the head office of this company. You can find an excellent sample letter here, to use as a guideline.

If the company is still unwilling to accommodate your wishes to have the warranty charge dropped and refunded, then you’ll have to file a formal complaint against the business with the Ontario Ministry of Consumer Services. You can find a link to their information about submitting complaints here.

Whether or not you wish to continue to do business with this company is ultimately up to you. Some businesses offer great products but poor service. If you can resolve an issue with the latter, there’s no reason not to enjoy the benefits of the former. We wish you luck with resolving your complaint, Roman.

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