This company installed for us a brand new top of the line 3.5 Ton Carrier A/C 3 years ago. I used it only for 2 summers and when switched it on it was not cooling. I called the company and asked them first if my A/C was under warranty and they said "yes". I then explained that the A/C is not cooling and need someone to come and inspect it.
When the technician came, it took him 10 minutes to tell me that their is a leak and he has to come again to find and repair but first I have to approve and sign on the following:
- $75 initial diagnostic visit
- $120 to find the leak
- $120 cost of cooling aid refill
- Anything from $200 - $100 to repair the leak. This is with the fact that parts are free since A/C under warranty by Carrier. When I asked him how to expect to pay more than 25% of AC cost just after two seasons, he indicated that it is not their problem and I should have read terms and conditions at the back of the agreement carefully. I shared the agreement with several people and they all agreed that it is misleading since it was written to give the impression that we are fully covered throughout the warranty period. We actually decided to report this company with a copy of their agreement to:
-Carrier Head office
-Ministry of Consumer Rights
-Possibility of legal action in small claim court.
- Company Response
Dear Valid customer
Please check again as it looks like there is a confusion. The warranty on your AC is ten years parts and one year Labour, We asked of you the total $315 that you mentioned 75+120+120=$315, as per your warranty conditions. Please check the report that the technician gave you and contact us. You do not need to pay anything above this. We are looking forward to hearing from you.