Air Plus Cares about its Customers
Airplus was willing to work with us, listen to our concerns, and help us to get our furnace working again. We had a difficult time at first - our furnace not staying on and spent most of last winter having to keep restarting the furnace to keep it going and keep heat in the house. The technician came out multiple times, replaced the circuit board and tried other things he could think of. He was courteous and professional. At first we were charged for the multiple visits because they looked like different service calls over several months, even though it was the same issue. But when we talked to the customer service representative, Cathrine, we were able to come to an understanding. Our furnace is now working and we will happily deal with Airplus again for our heating and cooling needs.
- Approximate cost of services:
- $0.00
- Company Response
Dear Client -
I am sorry and disappointed that your experience with your AMANA furnace has been so upsetting. We strive to provide the best equipment, installation and service to our clients, so when a client endures an experience with faulty equipment we are sympathetic and work hard for a solution.We have worked hard on your behalf to get your furnace fixed. Unfortunately, your furnace contained Manufacturers defects that caused an early failure.
When you purchased your equipment from AirPlus it included a 12 month Performance Guarantee. It also included a manufacturers warranty for Parts - 10 Years for Parts and a Lifetime Warranty on the Heat Exchanger. The manufacturers defect in your furnace unfortunately occurred AFTER THE EXPIRY of your 12 month Performance Guarantee. As a result we had no choice but to ask you to pay for the labour for the repair of your furnace.
Labour is not included in a manufacturers warranty - this was clearly stated on your Installation Agreement. According to our records you were offered a 10 year Extended Warranty for Labour but did not purchase. A manufacturers warranty - in your case AMANA - is valid for the full 10 years at the discretion of manufacturer, and can be administered by any Amana dealer.
You were not asked to pay for parts - you were asked to pay for the labour to install the parts. An independent dealer in the HVAC industry is NOT compensated in any way by the manufacturers parts warranty. We process and administer the parts exchange for you, at NO COST, however we do charge for labour to cover our Technician, truck, tool, insurance and fuel costs.
Our charges are reasonable and the charging of labour for In-Parts Warranty repair is legitimate and consistent with industry practice.
I am sorry that your furnace was once of the very few that incurred manufacturers deficiencies. We attempted on a number of occasions to repair your furnace, while our technician was in direct contact with the Manufacturers technical support team, and followed a process for diagnostics as directed by the Manufacturers representative.
We are still invested in helping you to resolve the problems with your furnace, and would be delighted to assist you. If you wish to have your furnace repair by another AMANA dealer, we can recommend several dealer/contractors for you to contact. Please be assured that your Manufacturers PARTS WARRANTY is still valid until it expires 10 years from the installation date.