We had a very successful and clean install of our Trane furnace and AC unit. The technicians did a tidy and tight install, I wish I had the ability to contact them personally because dealing with the A Plus in regards to our warranty has been a nightmare ever since.
PROBLEM - Code 2 (External Lockout - retired or recycles exceeded). Our furnace is misfiring, so the gas doesn't ignite and it's blowing cold air. It's intermittent, sometimes it fires, sometimes it doesn't... so we can live with it by turning the furnace off and restarting it with the hope it fires.
Our sales rep Manny sold us our heating unit (Trane XV95) and explained we had a 10yr warranty, we have documentation where he circled warranty periods. Our furnace started acting up approximately 5 years and 6 months after the install... in it's fourth winter season, an otherwise near new unit.
PROBLEM - A Plus sent a technician over to look at our unit, he took it apart, spent about 20minutes to vacuum dust and cleaned a couple of contacts on the circuit board. With the unit still apart he called his dispatch, then approached me with options. His words were to the effect 'you are no longer covered under warranty, you need to replace the main circuit board for $1000, plus labour for the install, plus $200 for the service call'. Obviously not what we expected to hear so I asked if he could connect me with his dispatch manager who explained we are out of warranty as the coverage is ONLY 5 YEARS. The conversation with the manager continued and he offered no other options other than I call Trane directly to see if they what they would do.
At this point things are rather uncomfortable for everyone (my insistence they honour their word of a 10yr warranty, A Plus insistence that I pay for the repairs) and the technician is ordered ordered to leave by his manager.
PROBLEM - our furnace is still in pieces. The technician is already outside, I walk to the street and beg he at least return our furnace to the condition he found it in. He complies and while doing so I call his manager back and we agree that I will call Trane customer service directly to get a better understanding of the situation.
PROBLEM - after reassembling our furnace, it is now audibly much much louder and the plenum shakes and rattles. Also, the technician did not hook-up the condensate pump!
PROBLEM - I speak with Trane. They say in order to qualify for the 10yr warranty the installer must register the unit (which obviously they did not).
It took me a day to call A Plus back. When speaking to the same manager he is noticeable agitated and asks what I said to Trane. Apparently Trane called A Plus directly and suggested they take another sales approach or register the 10yr warranty on the customers behalf. This is bad for A Plus because they are an approved HOME DEPOT installer, that is a premium position as the installs for all furnace and AC sold through HD are referred to them, so their approach to the situation left a mark on their name. So now the manager is upset with me and explains it's on the home owner to register the furnace... this is news to me and too little to late. He is upset, I am upset. The options discussed are pay for the service call of $200, or pay $1400 to replace the board. That is it.
I feel completely misled by A Plus do to their sales approach, and victimized because they blame me for not registering the unit. Plus their unwillingness to provide options or meet me half way when reconciling a problem.
SOLUTION - none so far. Still rattling and misfiring. I am saving money to do the repair with another service provider