Sams Auto Care

Initial Business Response / [redacted] (1000, 5, 2018/01/03) */ To fully assist the Homeowner we will need a serial number from the WaterFurnace equipment WaterFurnace International does not have record of the homeowner previously contacting the companyPlease provide the phone number that was contacted, and what time of day contact was attempted to be made Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2018/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unit model number is [redacted] Serial number is [redacted] When I was having difficulty reaching Waterfurnace, I used the XXX-XXX-XXXX numberI do not recall exactly when I called, but I know it was the week before Christmas Final Business Response / [redacted] (4000, 9, 2018/01/24) */ We have reviewed information associated with WaterFurnace serial number [redacted] The unit was purchased by a company doing business as [redacted] The unit shows shipped 09/21/The unit was never registered by [redacted] or the homeowner, so the warranty start date is 09/21/To register the product is to enter the initial start date of the unit along with the homeowner informationInformation on registering the product is located in the WaterFurnace Owner's ManualIf WaterFurnace does not receive this information after install, WaterFurnace references the ship date as the warranty start date The warranty for serial number [redacted] expired 09/21/The unit had a year parts and labor allowance warrantyDuring the warranty period a transformer was provided in 2008, and an air coil in The parts were provided at no charge along with the $labor allowance for the transformer, $for the air coil, and $for refrigerant allowance We realize that even with our best efforts, some parts can and do failIn most cases, we find that the reasons were something beyond the control of the manufacturerWe do know that manufacturing defects show up very quickly, usually at start up or within the first months of operation In reference to the coilsMost Geothermal companies receive their coils from the same coil manufacturerThere needs to be more than a 2% of manufacturing failures to coils for that vendor to issue a recallIn most cases, coils fail due to formicary corrosionThis is not a manufacturing defectCarrier released a public bulletin on formicary corrosion that is available to the public onlineWe are not saying this is the case with this unit, but is helpful information in regards to air coilsThe Geothermal industry as a whole is transitioning to aluminum coils to better combat against formicary corrosion, which again the coil manufacturers do not consider a manufacturing defectEven though it is not a manufacturing defect WaterFurnace still stands behind its product by honoring its published warranty in relation to most coil replacements Once the WaterFurnace warranty is expired, then nothing else can be done under the terms and conditions of the WaterFurnace warrantyIn regards to unit serial number XIWaterFurnace has honored the terms and conditions of our published warrantyTo reference the homeowners statement that "WaterFurnace agreed to supply the parts" is WaterFurnace acting on good faith, supplying a part at no charge that is no longer under warrantyAny labor charges are not controlled by WaterFurnaceThe HVAC contractors are independently owned and operatedThey are not authorized by WaterFurnaceWe have no information on what they are charging even when WaterFurnace offers assistance beyond the warranty date We appreciate the homeowner's position, however deny the request for a replacement unit at no chargeWe can offer a replacement unit at a discounted price to the WaterFurnace dealer of their choice if the homeowner would like to have them give us a call at XXX-XXX-XXXX Regards

Initial Business Response / [redacted] (1000, 5, 2016/09/02) */ Mr [redacted] contacted WaterFurnace on 8/28/16, he said he had an issue with one of his units In reviewing the unit in question, serial number [redacted] was installed in August and purchased with a year parts and labor allowance warrantyThere have been no claims filed on this unit since installation Mr [redacted] stated he was working with a contractor named Crawford Services, we suggested he have them look at the unit and if there is an issue with a failed part within the unit, they can file a warranty claim and we will process it as per the terms and condition of our published warranty As of today, Crawford Services has not submitted a warranty claim in reference to unit serial number TJ If a contractor submits a warranty claim before 4:pm, it is processed and the parts shipped the same day In reference to replacing this equipment, we must respectfully deny this request Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not a problem with one singular unitALL UNITS have had problems and continue to have problems on a weekly basisAttached are some of the invoices from all the problems encountered with ALL units, within a period of years Final Consumer Response / [redacted] (4200, 11, 2016/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vendor tends to ignore the majority of the issues which have to do with waterfurnace components, many of which we paid forThere is literally not a week goes by without a waterfurnace unit going down for one reason or another and has been since the inception of the unitsWe have better things to do than to complain about HVAC unitsThis however is RIDICULOUS! Compressors, boards, valves and especially their pumps constantly going downWe even purchased a [redacted] waterfurnace water heaterIt goes offline repeatedlyThe product supplied to our residence is inherently poorThere is no reason any homeowner should have to call a hvac repair co weekly for issuesI literally could have replaced the residence with new units after amassing the cost of repairsI think is rather embarrassing that this company takes no ownership for their faulty and inferior products not to mention skirt warranties Final Business Response / [redacted] (4000, 13, 2016/09/20) */ We have reviewed all the service records provided and it is clear that the issues associated with this system are not due to "inherently poor" equipment provided by our company In reference to the heater, no information has been provided on this unitPlease provide the unit serial number and invoices for service, we will review and respond accordingly We have not received any warranty claims or calls to our Technical Service department in reference to these weekly failures the Homeowner refers to If the servicing contractor is having issues troubleshooting the system, please have them call our Technical Service department and we will assist themIf there is a issue with the equipment we manufactured, we will process a warranty claim and provide the parts they need at no charge Again, the issues identified in the majority of the service records previously provided, are maintenance issues, or issues with system components provided by other manufacturers

Initial Business Response /* (1000, 5, 2016/06/14) */
Unit in question, serial number XXXXXXXXX, and model number LDV060A104CTL2AN is located in a retail storeThe unit is a commercial application, and has a commercial warranty which allows for commercial parts to be supplied in the event of a
failureThe HVAC contractor submitted the warranty claim, and we supplied the replacement part, appropriate labor allowance, and refrigerant allowance according to the terms and conditions of the warrantyIn reference to the replacement coil, there is no confirmation or verification that this part caused damage to the units compressor according to the Consumers statement
While we appreciate the Consumers position, HVAC manufacturers do not provide replacement units when occurrences with internal components call for a replacementThe HVAC contractors should have the training to replace components to maintain the integrity of the systemTherefore, we must respectfully deny the request for a replacement unit at no charge

Initial Business Response /* (1000, 5, 2016/05/24) */
We have reviewed the warranty claims submitted for unit, serial number XXXXXXXXXThis unit was installed in April, and there are warranty claims filed on this unit, one for an air coil and for minor electrical components
WaterFurnace provided the parts at no charge, and a labor allowance to offset some of the repair costsThe contractor then installed these parts at no charge to the Homeowner
In reference to the accessory warranty claimsOur records indicate zone damper actuators were replaced prior to expiration of the year accessory warranty periodIn addition to this, based on the service records provided by the contractor, more have been replaced after the warranty expiredUnfortunately, none of the zone actuators replaced were saved so, we cannot inspect or determine the root cause of the failuresWe can understand the Homeowners frustration, and we are willing to work with himIn order to resolve this issue, we are prepared to provide his contractor with brand new zone damper actuators at no charge
As for the Geo storage tankThe service record indicates that this part was broken when the contractor tried to take it apart, this obviously is beyond the control of the tank manufacturer and not a warranty issue
While we appreciate the Customers positionHowever, these claims in our opinion do not necessitate our company suppling an brand new unit and year parts and labor allowance warranty, all new accessories, zone control, zone dampers, etcat no chargeTherefore, we must respectfully deny the request
Again, we appreciate the homeowners position, and can ship out the new actuators at his convenience, thank you for contacting WaterFurnace International, Inc
Sincerely,
WaterFurnace International Inc

Initial Business Response /* (1000, 5, 2016/04/22) */
Our records indicate one main logic board was replaced under warranty 05/05/for serial number XXXXXXXXX which has a valid warranty until 11/20/2022, there are no other warranty claims showing associated with this serial numberThere is
also a second unit in the home with serial number XXXXXXXXXThis unit has zero warranty claims with a warranty still valid until 11/20/Based on this claim, this does not warrant replacing unit at no charge
The separate heat exchanger is not part of the manufactured unitThe separate heat exchanger is sold with a one year warranty, and this has appeared to fail after yearsWaterfurnace has offered to have separate heat exchanger to be returned for a failure analysis to determine if it has failed and the root causeThe homeowners stated that they did not want to do thisAt this point we feel we have filled our obligation according to our published warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I again ran this through with my contractor/Installer, Curtis with A Tin ManHe states the reason they only have warranty board is because he had to pay for the othersHe states they did not provide him with the necessary warranty parts so he had to pay for themHe is working on tracking down all the invoices he hasHe also said he will call Water Furnace again today and discuss further with themAs of today, this issue is not resolved

Initial Business Response /* (1000, 5, 2016/09/02) */
Mr. [redacted] contacted WaterFurnace on 8/28/16, he said he had an issue with one of his units.
In reviewing the unit in question, serial number [redacted] was installed in August 2007 and purchased with a 10 year parts and labor allowance...

warranty. There have been no claims filed on this unit since installation.
Mr. [redacted] stated he was working with a contractor named Crawford Services, we suggested he have them look at the unit and if there is an issue with a failed part within the unit, they can file a warranty claim and we will process it as per the terms and condition of our published warranty.
As of today, Crawford Services has not submitted a warranty claim in reference to unit serial number TJ1330.
If a contractor submits a warranty claim before 4:00 pm, it is processed and the parts shipped the same day.
In reference to replacing this equipment, we must respectfully deny this request.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not a problem with one singular unit. ALL UNITS have had problems and continue to have problems on a weekly basis. Attached are some of the invoices from all the problems encountered with ALL units, within a period of 2 years.
Final Consumer Response /* (4200, 11, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vendor tends to ignore the majority of the issues which have to do with waterfurnace components, many of which we paid for. There is literally not a week goes by without a waterfurnace unit going down for one reason or another and has been since the inception of the units. We have better things to do than to complain about HVAC units. This however is RIDICULOUS! Compressors, boards, valves and especially their pumps constantly going down. We even purchased a [redacted] waterfurnace water heater. It goes offline repeatedly. The product supplied to our residence is inherently poor. There is no reason any homeowner should have to call a hvac repair co weekly for issues. I literally could have replaced the residence with new units after amassing the cost of repairs. I think is rather embarrassing that this company takes no ownership for their faulty and inferior products not to mention skirt warranties.
Final Business Response /* (4000, 13, 2016/09/20) */
We have reviewed all the service records provided and it is clear that the issues associated with this system are not due to "inherently poor" equipment provided by our company.
In reference to the heater, no information has been provided on this unit. Please provide the unit serial number and invoices for service, we will review and respond accordingly.
We have not received any warranty claims or calls to our Technical Service department in reference to these weekly failures the Homeowner refers to.
If the servicing contractor is having issues troubleshooting the system, please have them call our Technical Service department and we will assist them. If there is a issue with the equipment we manufactured, we will process a warranty claim and provide the parts they need at no charge.
Again, the issues identified in the majority of the service records previously provided, are maintenance issues, or issues with system components provided by other manufacturers.

Initial Business Response /* (1000, 6, 2017/03/06) */
Our records indicate that WaterFurnace unit serial number XXXXXXXXX was purchased by [redacted] Heating & Air with a 5 year parts and labor allowance warranty. The warranty started on 01/20/2009. The warranty expired 01/20/2014. We have provided the...

final invoice from [redacted] Heating and Air's purchase. [redacted] Heating and Air's final cost will be darkened for their privacy. Unit XXXXXXXXX is highlighted along with the warranty chosen by [redacted] Heating & Air, on this invoice. The warranty is displayed as WE5PL. Which indicates 5 year parts and labor allowance. The warranty certificate for unit XXXXXXXXX is also attached, which indicates 5 year parts and labor allowance warranty. This certificate was provided to the homeowner.
In reference to page 16 of the WaterFurnace manual, it does state "Our standard warranty provides coverage for all unit parts for a period of 10 years". It also states the following:
"However, WaterFurnace also offers several other warranty options depending on the needs of the customer".
"Your independent WaterFurnace dealer should have previously discussed with you the terms of these options, and together you have selected the one that best fits your needs. Not all customers select the 10 year coverage, so if you are unsure as to your warranty period contact your WaterFurnace dealer".
This information was provided and explained to the homeowner. We have also attached page 16 of the WaterFurnace Owner's Manual.
The homeowner did provide a document to WaterFurnace International from [redacted] Heating & Air. However, WaterFurnace International was not a party involved in this document at any time. [redacted] Heating &Air is an independent contractor. Since WaterFurnace International was not involved at any point with this document the homeowner would need to discuss any questions or concerns in regards to information in that document with the independent contractors, [redacted] Heating & Air. We have attached the document the homeowner provided from [redacted] Heating & Air.
At this point we feel we have filled our obligation according to our published 5 year parts and labor allowance warranty chosen by [redacted] Heating & Air for unit serial number XXXXXXXXX.
Regards
Initial Consumer Rebuttal /* (3000, 8, 2017/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The electronic document (pdf) associated with the WaterFurnace reply does not download. Also the business response zip file does not download.
I do not accept the WaterFurnance response as I cannot view all of it. The discount WaterFurnace gave to [redacted] for lowering the warranty from a standard 10 year to anything less is an important part of this complaint and would not be considered private in this case and should not be blacked out.
As for the reply stating "WaterFurnace also offers several other warranty options depending on the needs of the customer. " To an educated person this would mean extended warranty options are available for an additional charge. It is not a normal business practice to reduce a warranty from the standard offered. Any vagueness in WaterFurnace's warranty statement will likely be construed in the interest of the consumer if we have to take this to arbitration or before a judge. It would be in everyone's best interest to avoid any litigation and associated legal expense.
The authorized WaterFurnace dealer did not discuss any reduced warranty options, only extended warranty options. It would be on WaterFurnance to train and audit this approved dealer to make sure they are following WaterFurnance guidelines.
This consumer was not a party to the discussions between WaterFurnance and the discounts they offered to [redacted]. Nor was I aware this was even an option.
Since the authorized and certified WaterFurnance dealer is no longer in business it would be on WaterFurnance to honor the standard 10 year warranty that should have come with the unit as listed in the owner's manual.
At this point WaterFurnance has failed this consumer in not abiding by the published 10 year warranty listed in the owner's manual. I hope WaterFurnance will reconsider their position and do the right thing. Thank You
Final Business Response /* (4000, 10, 2017/03/15) */
WaterFurnace International does not authorize or certify HVAC contractors. They are independently owned and operated. WaterFurnace does not allow them to act on our behalf.
The invoice was provided to verify and confirm that [redacted] Heating and Air did indeed purchase a 5 year parts and labor allowance warranty on behalf of the end user.
We are disappointed the homeowner chooses to cherry pick sentences from the WaterFurnace Owner's Manual. If page 16 of the Owner's Manual is read in its entirety it is self-explanatory.
The fact is, [redacted] Heating and Air purchased a 5 year parts and labor allowance warranty from WaterFurnace International for unit serial number XXXXXXXXX, and in term any other contract agreement between [redacted] Heating and Air and the homeowner is beyond the control of the manufacturer. Therefore, if there is unclear information on why a 5 year parts and labor allowance warranty was purchased for unit serial number XXXXXXXXX by [redacted] Heating and Air it will need to be resolved with [redacted] Heating and Air.

Initial Business Response /* (1000, 5, 2018/01/03) */
To fully assist the Homeowner we will need a serial number from the WaterFurnace equipment.
WaterFurnace International does not have record of the homeowner previously contacting the company. Please provide the phone number that was...

contacted, and what time of day contact was attempted to be made.
Regards
Initial Consumer Rebuttal /* (3000, 7, 2018/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unit model number is [redacted] Serial number is [redacted]
When I was having difficulty reaching Waterfurnace, I used the XXX-XXX-XXXX number. I do not recall exactly when I called, but I know it was the week before Christmas.
Final Business Response /* (4000, 9, 2018/01/24) */
We have reviewed information associated with WaterFurnace serial number [redacted] The unit was purchased by a company doing business as [redacted] The unit shows shipped 09/21/2007. The unit was never registered by [redacted] or the homeowner, so the warranty start date is 09/21/2007. To register the product is to enter the initial start date of the unit along with the homeowner information. Information on registering the product is located in the WaterFurnace Owner's Manual. If WaterFurnace does not receive this information after install, WaterFurnace references the ship date as the warranty start date.
The warranty for serial number [redacted] expired 09/21/2017. The unit had a 10 year parts and labor allowance warranty. During the warranty period a transformer was provided in 2008, and an air coil in 2012. The parts were provided at no charge along with the $85 labor allowance for the transformer, $290 for the air coil, and $44 for refrigerant allowance.
We realize that even with our best efforts, some parts can and do fail. In most cases, we find that the reasons were something beyond the control of the manufacturer. We do know that manufacturing defects show up very quickly, usually at start up or within the first 6 months of operation.
In reference to the coils. Most Geothermal companies receive their coils from the same coil manufacturer. There needs to be more than a 2% of manufacturing failures to coils for that vendor to issue a recall. In most cases, coils fail due to formicary corrosion. This is not a manufacturing defect. Carrier released a public bulletin on formicary corrosion that is available to the public online. We are not saying this is the case with this unit, but is helpful information in regards to air coils. The Geothermal industry as a whole is transitioning to aluminum coils to better combat against formicary corrosion, which again the coil manufacturers do not consider a manufacturing defect. Even though it is not a manufacturing defect WaterFurnace still stands behind its product by honoring its published warranty in relation to most coil replacements.
Once the WaterFurnace warranty is expired, then nothing else can be done under the terms and conditions of the WaterFurnace warranty. In regards to unit serial number XI2166 WaterFurnace has honored the terms and conditions of our published warranty. To reference the homeowners statement that "WaterFurnace agreed to supply the parts" is WaterFurnace acting on good faith, supplying a part at no charge that is no longer under warranty. Any labor charges are not controlled by WaterFurnace. The HVAC contractors are independently owned and operated. They are not authorized by WaterFurnace. We have no information on what they are charging even when WaterFurnace offers assistance beyond the warranty date.
We appreciate the homeowner's position, however deny the request for a replacement unit at no charge. We can offer a replacement unit at a discounted price to the WaterFurnace dealer of their choice if the homeowner would like to have them give us a call at XXX-XXX-XXXX.
Regards