I decided to install a heat pump at my home through Costco services which was sub-contracted out to Gandy Installations. Although I was satisfied with the install at first, the heat pump started acting up during the beginning of the winter. It won't work in the morning leaving our house cold and the thermostat which was also installed by Gandy, won't turn on our furnace which is our backup heat. Other times, only the furnace would turn on but this defeat the purpose of having the heat pump as it should be the primary heating source. The outdoor temperature sensor is acting up too as the outdoor temperature can be 5c one minute, then 0.5c the next minute, and then 3c the next. I called Gandy to request a technician to come out and check the heat pump and thermostat and they said that I have to pay a service call fee and labour. Are you kidding me? you guys didn't install it properly and now I have to pay to have you guys take a look at your job? and this is after paying a higher than normal fee for the heat pump? And Gandy is endorsed by Costco? Not happy at all. I called Costco to complain so hopefully they will do something about this. But if you are going to use their service, I would caution you to do your due dilligence as this company doesn't appear to back up their work.
- Approximate cost of services:
- $9,000.00
- Company Response
Hi Marshall, I am sorry to hear that you have been having issues with your heat pump. I apologize for the miscommunication about you being charged for your service call. Your purchase included a 10 year parts warranty and 3 year labour warranty so you do still have full coverage on repairs. A technician was out today to asses your system, if you are still having issues please feel free to phone the office and speak directly to the service manager, or general manager, and we will make sure that you are fully taken care of, and operating properly. Thanks for taking the time to give us some valuable feedback.