Barrier Free Lifts Inc.

February 13, 2017Revdex.comAttention:  [redacted] [redacted] [redacted]RE: #[redacted] – [redacted]Dear Ms. M[redacted]We have read the complaint from Mrs. F[redacted] and our reply is as follows:On 05/22/2012, we installed an [redacted] gas furnace along with a 2.5 ton A/c...

unit at [redacted] Ohio, both with 10 year parts and labor (warranty thru May, 2022).  On 9/26/2012, we went back to complete with installation of supply air registers in living room.  The first request for service was reported on 10/18/2016 and responded to that same day.    The service tech found the flame sensor was dirty and cleaned at no charge to customer.   Dirty flame sensors are common when unit has not been maintained.    Then on 11/01/2016, another service request was received and responded to, on the same day.  The service tech found pressure switch issue and replaced at no charge to customer.  It wasn’t until 12/16/2016 that we received the next service request, which was also responded to on the same day.  On this visit, the service tech found the furnace off due to open limit in the blower compartment. Technician raised the blower speeds for heating extended the off time of the blower for heating.  Then on 12/19/2016, the next service request was received and responded to.  At this time, it was reported that the house thermostat was set at 72* but it was reading 67*.   The service tech found the furnace running and found the insulation in the furnace fell off and blocking the air flow.  The technician pulled out the insulation to unblock air flow and ordered new limit.   At no time, during these service calls, were broken pipes mentioned.Between 12/19/2016 and 01/19/2017, we spoke several times with [redacted] and our distributor regarding issue with insulation.   Our local distributor wanted us to pull heat exchanger and re-glue insulation; however; our service technician/manager expressed concern with this solution.  Our local distributor then contacted Amana Tech Support and they decided to give Ms. F[redacted] a new furnace.   When we asked distributor about warranty, they stated the existing warranty was not transferable to the new furnace, and that an extended warranty on new furnace would need to be purchased and only the cost of the new equipment would be honored (the cost of installing new furnace would not be covered under warranty). We then called Ms. F[redacted] about our findings and presented her with the following options:   1)  fix existing furnace under current warranty or 2)  install new furnace for the purchase of extended 10 yr parts and labor warranty only but there would be no charge to install new equipment and no refund to us, from manufacturer, for cost of labor.   She agreed to the second option over the phone.  We then ordered the new furnace. Then prior to calling Ms. F[redacted] to make arrangements for installation, the Service Manager realized the needed to pull a permit.   At this point, our residential install salesman contacted Ms. F[redacted] to make arrangements for installation and to notify her that a permit was required and what the cost of the permit was.  Our Service Manager followed up with Ms F[redacted]   She expressed concerns about having to pay anything but agreed again to move forward over the phone.  When asked about payment on 10 yr extended warranty and permit, she stated she would pay by credit card but would not be able to do so until the end of January due to her car payment also needing to be paid.  Our Service Manager told her that was okay.    On 01/23/2017, the new furnace was installed. On 02/02/2017, our Service Manager met with Ms. F[redacted] to have her sign 10 yr extended warranty and collect payment.   During this meeting, Ms. F[redacted] reviewed invoice and extended warranty information.   She became upset when the invoice did not mention anything about 10 yr part and labor warranty, so our Service Manager hand wrote this for her on the invoice.   The customer was still upset and left the meeting.On 02/06/2017 thru 02/10/2016, our Service Manager was out for jury duty; however; on 02/08/2017 he did follow up with our local distributor to see if there was anything else they could do for Ms. F[redacted] because she was not happy with having to pay for another warranty.   Our local distributor was not willing to pay for warranty, but stated if we would be willing to pay for it then they would give us the cost of warranty off a future equipment order.  Our service manager discussed with management and contacted Ms. F[redacted] and left her a message to let her know he had some good news.  Ms F[redacted] has not returned our call. We agree, we did make a mistake on the terminology on the invoice as it should only have reflected that the charge was for the purchase of an extended warranty on the new equipment being installed and the charge for the permit fee (which are now being waived), not for the installation of equipment.   We have included a copy of the original invoice. In summary, Ms. F[redacted] will receive new furnace at no charge; full manufacture’s warranty for 10 yrs on parts and labor, starting in January 2017, at no charge.  This is the maximum warranty the manufacturer provides.  I am sorry that Ms. F[redacted] was upset, but we do work hard to maintain a good working relationship with all of our customers. Sincerely, Ray G[redacted], President[redacted] Gidich Heating & A/C, Inc.