Furnace & AC install after sales service
I used Mr. Heat to install a new AC unit in 2011 and subsequently a new furnace in 2012. A total of $7,500 in product and services. I loved their professional, quick installation and the great products they sold me. Fast forward five years. I had a problem with the pressure sensor and flame sensor in my furnace recently. They came pretty much as soon as I called. Great! I was covered under a 10yr parts & labour extended warranty which they suggested I purchase at the time of install. Perfect. They made the repair quickly and then presented us with a $96 bill for a diagnostic charge. The amount of the bill is not what bothered me. Here's what did: 1) At he time I purchased the warranty they told me no additional charges. (I kept notes) 2) When I called them for warranty service there was no mention of this diagnostic charge. It was sprung on us at the time of the repair. 3) I called the warranty underwriting program to see if this was unusual. I was told by their rep that diagnostic charges are not covered but usually the installing company will include their diagnostic in the labour charge which is covered. The whole thing, while not terrible, leaves a bit of a bad taste. I won't be using them for a new tankless system I am buying for my other home in the spring or the new humidifier/dehumidifier I want to install on my furnace. 10 Stars for their Sales Service, a failing grade for after sales care.
- Approximate cost of services:
- $96.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hello Kevin.
Your extended parts & labour warranty is with Goodman manufacturer. Goodman manufacturer only pays the labour costs to their contractors. We are just one of their contractors.
In that case, one of our techs has to come to your home once to find the problem, then to Goodman to pick up the parts, and return to your home to perform the repair. This is an extra cost to us which is not covered by Goodman's extended P&L warranty. As you can understand, we have to pay our techs because they charge us for their time and knowledge. Our service charge of $85 + HST is one the lowest in the industry. For example Enercare service charge & diagnostic fee is $99 + HST within regular hours of 9 to 5 and up to $149 + HST after 5 pm.
Your furnace was installed on March 05/2012. For your information, we only provide free service Charge and Diagnostics for customer who have an Annual Service & Maintenance plan with us. In your case we never had such an arrangement, nor were we called to complete your Annual Maintenance and Safety Checks since date of installation. I hope we addressed all your concerns.Warm Regards.
