Golden Apple Furniture

Upon reading the complaint by [redacted] I would like to respond that we understand his frustration with this warranty processI myself am feeling the frustration alsoIn February I responded to a no heat call at [redacted] 's residenceI found the furnace to be defective in that it was producing high levels of carbon monoxideFurther examination showed it had a defective secondary heat exchanger and it posed a great risk of personal injury or worse if not addressed at that pointI called the manufacturer, and they stated at that time because the heat exchanger still had warranty life left on it that our option was to replace the furnace with a new Bryant, return it to them and the customer would recceive a $to $dollar credit in the form of a debit cardThe customer elected to do this, we immediately installed a new furnace because of the cold weather and the customer having no heat at this timeWe followed the manufacturer's protocol of returning the defective furnace to them, we filed a warranty at that time with the person at the local distributor who was responsible for handling the warranty paperworkThis is a manufacturer's warranty, not Bren-Air'sAfter being contacted by [redacted] that he hadn't received his credit, I again contacted my representative regarding this matter, was told he would resubmit the warranty and get back to usAgain [redacted] called and made us aware he still had not received his creditThe person that handled this warranty was now out on an injury disability, and no one else could help me until his returnI contacted my regional manager and asked for his assistance in solving this issue, again, not Bren-Air warranty issue, but the manufacturer'sWe never once got a response from the warranty department about this matterAfter this complaint, IA called again to get answersWas told that the furnace we installed for [redacted] wasn't covered in the credit program, this was never brought up when we purchased and installed the new furnaceThere was no communication from the warranty department to us that [redacted] was inquiring about his warranty with themWe should have been contacted and told about this matterThis is the manufacturer's responsibility to inform us as a dealer and the customer about this problemI spent hours working on this matter and always got a run around from the manufacturerI am going to submit to the customer all my documentation with copies of the warranties that were submitted, as well as copies to the Revdex.comMy company will send [redacted] a check for $600.00, and I will continue to deal with the manufacturer to resolve this ion my endThere seems to be a real problem with clarity on warranty issues with the manufacturer, as the warranty claims person we dealt with had no idea the furnace we installed wasn't for some reason acceptable for this programAgain, this is the manufacturer's program, not Bren-Air'sWe did everything that was asked of us by the manufacturer

Bren-Air eventually responded with an offer to refund us along with copies of paperwork to us and the Revdex.com On October we accepted the resolution but as of yet did not receive anything from Bren-Air

Upon receiving the initial complaint, I contacted the customer and explained the delay in getting his warranty payment back to him The process takes time, I was able to get him a substantially bigger settlement from the manufacturer than we were originally quotedWe mailed the customer a check for
$as we received from the manufacturerThe original amount in question was $500.00, I felt this was inadequate for a boiler that was only years oldI contacted another distributor who helped me obtain a higher settlementI feel that we have met the needs of the customer and after our conversation, I believe he was satisfied with the resultThank you, *** ***/Owner Bren-Air Heating & Cooling

Hello Pat,There's one more thing to get closure on and that's the rebate issue I asked the Revdex.com to mediate. It was you said and wrote that would come to us when we agreed to have you replace our furnace In October you told the Revdex.com you would send them copies of paperwork submitted to Bryant and you would send my father a check for $600.00. Since then my father hasn't received anything yet.Please let me and *** at the Revdex.com know either way if you will follow through or not.***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** *** ***

Upon reading the complaint by [redacted] I would like to respond that we understand his frustration with this warranty process. I myself am feeling the frustration also. In February I responded to a no heat call at [redacted]'s residence. I found the furnace to be defective in that it was...

producing high levels of carbon monoxide. Further examination showed it had a defective secondary heat exchanger and it posed a great risk of personal injury or worse if not addressed at that point. I called the manufacturer, and they stated at that time because the heat exchanger still had warranty life left on it that our option was to replace the furnace with a new Bryant, return it to them and the customer would recceive a $600.00 to $800.00 dollar credit in the form of a debit card. The customer elected to do this, we immediately installed a new furnace because of the cold weather and the customer having no heat at this time. We followed the manufacturer's protocol of returning the defective furnace to them, we filed a warranty at that time with the person at the local distributor who was responsible for handling the warranty paperwork. This is a manufacturer's warranty, not Bren-Air's. After being contacted by [redacted] that he hadn't received his credit, I again contacted my representative regarding this matter, was told he would resubmit the warranty and get back to us. Again [redacted] called and made us aware he still had not received his credit. The person that handled this warranty was now out on an injury disability, and no one else could help me until his return. I contacted my regional manager and asked for his assistance in solving this issue, again, not Bren-Air warranty issue, but the manufacturer's. We never once got a response from the warranty department about this matter. After this complaint, IA called again to get answers. Was told that the furnace we installed for [redacted] wasn't covered in the credit program, this was never brought up when we purchased and installed the new furnace. There was no communication from the warranty department to us that [redacted] was inquiring about his warranty with them. We should have been contacted and told about this matter. This is the manufacturer's responsibility to inform us as a dealer and the customer about this problem. I spent hours working on this matter and always got a run around from the manufacturer. I am going to submit to the customer all my documentation with copies of the warranties that were submitted, as well as copies to the Revdex.com. My company will send [redacted] a check for $600.00, and I will continue to deal with the manufacturer to resolve this ion my end. There seems to be a real problem with clarity on warranty issues with the manufacturer, as the warranty claims person we dealt with had no idea the furnace we installed wasn't for some reason acceptable for this program. Again, this is the manufacturer's program, not Bren-Air's. We did everything that was asked of us by the manufacturer.

Bren-Air eventually responded with an offer to refund us 600.00 along with copies of paperwork to us and the Revdex.com.  On October 4 we accepted the resolution but as of yet did not receive anything from Bren-Air.