Initial Business Response /* (1000, 5, 2015/08/20) */
This complaint is premature and we are still trying to resolve this internally. Customer part was entered into the manufacturer warranty site and was declined. Customer called manufacturer and they said it was warranty. We have a call into...
warranty department. If they approve the warranty we will credit customer for his repair excluding diagnostic charge.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per my Sedgwick 2006 "Supreme Plan" Warranty Certificate: "2006 Warranty Terms" "Supreme Plan customers will receive a 10 Year Parts and Labor Warranty. The warranty covers the costs of any necessary repair in the first 10 years of operation. The warranty does not cover routine maintenance and cleaning. We recommend our Energy Savings Agreement for homeowners interested in keeping the Furnace and Air Conditioner running at maximum efficiency." That is everything on the certificate along with my customer name, furnace model number, installation date, etc. Based on this agreement, why would they exclude diagnostic charges as they would be covered under these 2006 warranty terms? From my last conversation with Sedgwick, they told me they did not need to honor the warranty since the company had changed hands in 2011 and lead me to believe that this issue was closed from their point of view. I appreciate that they are looking into the warranty, but I do still expect to receive a full refund based on Sedgwick's Supreme Plan 2006 Warranty Terms.
Final Business Response /* (4000, 9, 2015/08/21) */
No manufacturer covers diagnostic and trip charge in their warranty. Once Lennox approves the warranty we will be willing to credit customer for warranty part and install but not trip and diagnostic call. The warranty customer references covers cost of part and repair, not trip charge.
Initial Business Response /* (1000, 5, 2015/08/20) */
This complaint is premature and we are still trying to resolve this internally. Customer part was entered into the manufacturer warranty site and was declined. Customer called manufacturer and they said it was warranty. We have a call into...
warranty department. If they approve the warranty we will credit customer for his repair excluding diagnostic charge.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per my Sedgwick 2006 "Supreme Plan" Warranty Certificate: "2006 Warranty Terms" "Supreme Plan customers will receive a 10 Year Parts and Labor Warranty. The warranty covers the costs of any necessary repair in the first 10 years of operation. The warranty does not cover routine maintenance and cleaning. We recommend our Energy Savings Agreement for homeowners interested in keeping the Furnace and Air Conditioner running at maximum efficiency." That is everything on the certificate along with my customer name, furnace model number, installation date, etc. Based on this agreement, why would they exclude diagnostic charges as they would be covered under these 2006 warranty terms? From my last conversation with Sedgwick, they told me they did not need to honor the warranty since the company had changed hands in 2011 and lead me to believe that this issue was closed from their point of view. I appreciate that they are looking into the warranty, but I do still expect to receive a full refund based on Sedgwick's Supreme Plan 2006 Warranty Terms.
Final Business Response /* (4000, 9, 2015/08/21) */
No manufacturer covers diagnostic and trip charge in their warranty. Once Lennox approves the warranty we will be willing to credit customer for warranty part and install but not trip and diagnostic call. The warranty customer references covers cost of part and repair, not trip charge.