R. Smith Furniture Shop, Inc.

Regarding:  Case: [redacted]I received a complaint from Revdex.com in regards to [redacted].I reviewed the customers statement in regards to what we billed her for performing a repair to a [redacted] furnace. Model # [redacted]  Serial # [redacted].  The...

secondary heat exchanger failed.McMullen’s did install this furnace originally and we did sell the customer Carrier’s extended parts & labor warranty.  This extended warranty is honored by [redacted] (McMullen’s as a service provider).  This is for the customer’s protection if McMullens went out of business they would still have warranty by [redacted].[redacted] has had some secondary heat exchanger failures.  [redacted] has a 20 year secondary heat exchanger warranty which has been extended by [redacted] for another 20 years.  [redacted] is a large manufacturer & stand behind their products.The [redacted] extended parts & labor cover the parts & labor of a failed part.  They do not cover any freight, warranty processing, misc material (example high temperature silicone), or truck costs.  The warranty does not cover regular maintenance.Our policy on warranty, we advise the customer when we order the part that there will be a freight cost, warranty processing charge & truck charge that is not covered by [redacted].  [redacted] also advises us to charge a diagnostic fee for diagnosing a failed part.  We have not been charging this fee at this time.I understand that the customer does not think she should be charged anything, but we cannot afford to stock Heat exchangers. We do have a large inventory of the common parts.  We have to pay all the freight from the suppliers, unfortunately our suppliers are in Calgary or Edmonton.In my opinion we have provided a service to replace the secondary heat exchanger.  We only charged for the warranty processing & freight cost from [redacted].  As a result we sent [redacted] a cheque for $36.00 of the $126.00 that was paid already. Thank you.  If you have any further questions or concerns please don’t hesitate to call the office and speak with me directly.John H[redacted]PresidentMcMullen's Refrigeration & Heating Ltd.[redacted]