Johnstone Supply Reviews (%countItem)
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Description: GENERAL MERCHANDISE-RETAIL
Address: 5407 Progress Blvd., Bethel Park, Pennsylvania, United States, 15102
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I had a customer that had no heat and in need of a new furnace. I went to Johnstone supply and purchased an 80% efficient Goodman furnace. A few hours after installing the new furnace the inducer motor quit working. I informed them the furnace has a faulty inducer motor. They told me they will have to order me a new one because they don't have any in stock. The new motor came, I installed it and everything was working normally. About a week and a half later the pressure switch quit working. I once again informed them of the issue and they again said they don't have any in stock and will have to order from Goodman and will take up to 5 days to come in. I was forced to call GBG for the part. After installing the new pressure switch the furnace still would not work properly. At this point I was extremely irritated as was the homeowner. They did not want to spend another night with a broken furnace and wanted heat, so I had to order a different brand furnace to get them heat again. I went to Johnstone's and informed them of the constant issues with the furnace and that I had to uninstall there furnace and install something else. I asked for my money back that I spent on this furnace and was given a number for another person within the company. I informed this person of everything that was going on with the furnace and that I had to install a different furnace. He kept telling me that I had to get my manometer and take a pressure test. I asked him how should I do that due to I took out the furnace. At this point he said we can't give you your money back and will call the manager of the store. I'm not sure how they can tell me you are not getting money back when there furnace is broken. Right now I feel like I was robbed from this company!
This email is to notify the Revdex.com that we are currently working on a resolution for compliant ID# *** that has been submitted on 2/14/2020. I had a phone conversion with Mr. *** on 2/28/2020 in which we discussed the circumstances of him wanting to return a Goodman furnace he had purchased and getting a refund on it. I want to make it clear that Goodman Manufacturing or Johnstone Supply does not offer any type of "money back guarantee" , neither written, expressed nor implied. However, Goodman does have a limited 5 yr warranty (extended to 10 yrs if registered) that provides replacement parts that are found to be defective due to workmanship or materials under normal use and maintenance, and a lifetime heat exchanger limited warranty. *** did explain the issues he was having with this furnace after the initial installation. He informed me of the all the parts that were replaced and the diagnosing process that he took. According to our branch manager where the furnace was purchased, we attempted to assist *** with the repair through our on staff Goodman authorized support technician. When our branch manager called *** back to explain the procedure if there were to be any authorized Goodman return or exchange, *** had informed our manager he had already removed the furnace and replaced it with another brand. This was a decision that he solely took upon himself. As a result, there is no way to discern the true nature of what was causing the issues. There is a slim possibility, we believe, that the issue(s) may be related to how the furnace was installed.To be fair to all parties involved it needs to be determined what is actually the issue(s) with the furnace. I did explain to *** during our conversation that it is now very complicated as the furnace is no longer in the original installed application. I informed *** I will be working with our Goodman authorized support technician to find a way or if it's even possible, to properly test or analyze this furnace and to figure out a fair solution to this matter. I will be contacting *** back when we do.Thanks,Steve KOperations ManagerJohnstone Supply - Western PA ***@***.com office cell