We purchased a Lennox high efficient furnace from Koss at Gropan Heating, Burnaby: in summer 2009 and it came with labor and parts warranty for 15 years as well as 3 years of free furnace service. We went with him because of the longer warranty coverage (all other companies included 10 years only). He provided the furnace maintenance to us for at least 5 years and we purchased a few items/services from him during those years. He even used me as his reference to other potential customer one year after we purchased his furnace. However, we found he would try to upsell us to ask us to replace hot water tank when it was not needed and his quote changed everytime we asked for a quote to a service. We then went to other company for furnace service.
On July 14th, we came across his Groupon promotion and decided to ask him to service the furnace. At the end of the maintenance, he indicated the Collector box was broken due to poor design of Lennox (acid goes through the collector box which is plastic) and condensating failed to draw water due to the broken collector box. He provided me a quote with labor cost and parts cost. I reminded him that this furnace was purchased from him 9 years ago and it‘s still under warranty for parts and labor. He said i needed to present my receipt to him as he doesn‘t remember and the parts might not be covered if I don‘t show past 5 years of furnace receipts. We were in the process of moving and shipped all our documents to a storage company so I asked him to check the record on file. He said he would look into it and get back to me. Two weeks has past and we emailed him and called him but he has not provided anything to us. Also, he never mentioned to us regarding the clause that furnace must be serviced every year to be under the warranty.
We would recommend to go with a more reputable company rather than a one person run company that just ignored our requests and made up excuses not to cover us.