Hillside Food Outreach

Initial Business Response /* (1000, 5, 2016/01/05) */
Superior Climate Strategies Ltd is a [redacted] dealer.
Warranty is covered by the manufacturer, not the dealer. After the service call is complete, we submit the claim on behalf of the customer. Once [redacted] sends a check for the approved repair, we...

mail out a copy of the letter from [redacted] as well as the covered costs. In [redacted] case, the copy of the letter as well as cheque # 1556 were mailed to him on Feb 20 2015. After checking our records, it shows the cheque has not yet been cashed and therefore must have been lost in the mail. The original cheque will be cancelled and a new cheque shall be re-issued. We will hold it for his pick up. In the future I would recommend he call us to check the status of his refund before filing a complaint with the Revdex.com first.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Information about [redacted] Extended Warranty is even today on the company's web site at [redacted] The owner of Superior Climate Strategies says, "Warranty is covered by the manufacturer, not the dealer." The company says, the extended warranty is "Provided directly by [redacted] and your [redacted] Dealer." It also presents the extended warranty as an extension of the five year warranty with the same coverage.
I quote from the warranty site, "The [redacted] Extended Protection Plan shows we build products right for the long haul. Our [redacted] plan picks up where your regular [redacted] limited warranty leaves off. It extends your parts, labor or parts-and-labor warranty for up to ten years, and there are no limits to the number of service calls and repairs that are covered by the policy.
Here are just a few of the plan's excellent benefits:
Up to 10 years of total coverage
Provided directly by [redacted] and your [redacted] Dealer
Protects you against rising repair costs
One-time payment
And the benefits of [redacted] coverage don't end there. You can also enjoy:
No deductibles
No hidden costs
No limit on the number of repairs
No worry about the cost of regular business hour service calls."
Since Superior Climate Strategies admits they are a [redacted] Dealer, and since their own stamen lists this as a warranty repair which covers both parts and labor with "no deductibles and no hidden costs," I should never have been charged in the first place. Also, had Superior Climate Controls done the warranty recall and replaced the defective drip pan, then the furnace would not have failed because of the leaky drip pan which was replaced by another dealer under the extended warranty with no additional or hidden charges. Therefore providing a check for $429.72 when I was charged $813.75 for work that is covered under warranty does not satisfy my complaint. Only a check reimbursing me for the full amount will satisfy my complaint.
Final Business Response /* (4000, 12, 2016/01/25) */
I have attached a copy of the warranty sent to [redacted] by [redacted] not us. We were not the installing dealer. It states that a yearly maintenance is required to keep warranty valid. I have asked [redacted] to provide maintenance documents which he has not done yet. Also the warranty states that it does not cover premier labour fees for other than normal working. His repair was on a Saturday. It also states it does not cover diagnostic time to troubleshoot furnace. Accord to [redacted] he is only eligible for a refund of $429.72 providing he produces proof of yearly maintenance. If he has a problem with the wording of the [redacted] website, perhaps he should place a complaint with them. [redacted] had no warranty with Superior Climate Strategies. We are [redacted] dealers and can file warranty claims on his behalf. But like I've said, it is not our warranty, and therefore this complaint should not be published. If it does we will surely cancel our subscription and seek legal advise. I look forward to your response. Thank you-[redacted].
Final Consumer Response /* (4200, 14, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As Graham suggested I have contacted the customer service department of [redacted] who is the owner of [redacted]. They said the information provided with the warranty and provided on their website is correct and is not false (if not fraudulent advertising) as claimed by [redacted]. They verified that the warranty, as advertised, is between the manufacturer and wholesale dealer as stated in the supporting documents and on their website. That is why the warranty money is sent to the dealer and not directly to the consumer.
When I asked about the diagnostic charges, they conveyed that the model of furnace installed in my home includes a self-diagnostic program which gives codes indicating the problem. [redacted] used this feature when he asked me to relay the code to him over the phone. He immediately knew the combustion motor was the problem and told his serviceman to pick one up on his way out.
I am a 71 year old senior who is retired and living on a modest fixed retirement income. I did my due diligence and picked the [redacted] model because of the 10 year extended warranty which the support documents said was total coverage with no additional or hidden charges. When the furnace failed, I attempted to contact the original installer and discovered he was no longer in business. I then looked on the internet and found Superior listed as a [redacted] dealer. I did my due diligence and went to the Revdex.com site and found no complaints. I have never known a [redacted] dealer who did not honor [redacted] warranties or any other dealers who did not honor company warranties. So it did not cross my mind that I would have to ask if Superior would honor the [redacted] Warranty. It was only after Superior's serviceman did the repair marked on Superior's as warranty repair that they include parts markup that was more than 500% higher than allowed by the warranty and labour costs that were more than 300% higher than allowed by the warranty. I have attached the company's breakdown of the warranty which they have already paid to Superior. Superior has now received a total of $1,243.47 for the $429.72 warranty work.
Attached also is the invoice of [redacted], the dealer who replaced the Drain Pan the company had recalled and should have been replaced by Superior. [redacted] Invoice shows that they honor the company's warranty and does not include any additional parts markup, additional unwarranted labour costs, call out fee or truck charge. I believe consumers who have low or moderate incomes and retired seniors who live on a moderate fixed income like myself need to be made aware that there are dealers who honor the manufacturer's warranty and that there are dealers who's normal costing procedures include unwarranted parts and labour fees as well as other unwarranted charges. I am thankful that I have found [redacted] who does honor York's 10 year warranty.