I THINK THAT I MADE A MISTAKE USING AIRONE, AGAIN.
I was a customer of Airone (2800 John St., Markham ON) for the past 9 years. A few weeks ago, I signed up for another supposedly 10 years due to a new furance but now that I am in a more rational state, I feel that I made a mistake of using them again. The circumstances (with the Covid pandemic) made me rush a decision to use them again for a replacement installation.
The reason why I am writing this review is to help others learn from my ignorance and assert themselves when dealing with AirOne. You can not be too trusting especially when they use jargons and navigate through the details of agreements, to avoid commitments.
Here is the story. In 2011, I contacted Airone for an installation of a new Carrier furnace for heating and cooling. Cost was over $7000. The agreement was 10 years warranty for installation, parts and labour, PROVIDED that they do the annual maintenance. I agreed and paid them almost $300/year to maintain.
In 2018, the AC had a leak problem. They also claim that it needed more freon. The technician charged me almost $700. I was at work when the technician came to the house. Only college son was hoime. I argued over the phone that the warranty is still in effect. The technician insisted that the work is not covered by the warranty. It was a hot summer, I was at work and did not have time to continue arguing over the phone. I gave my credit card number and after work, I wrote through their website to complain. One of their managers called to ask what I wanted. I re-iterated that I should not have been charged. The only offer I got was a free service for the heating maintenance check for that year which was about $170. Go figure. I deserved another $520. Why? They have been doing the maintenance for the past 7 years, guaranteed installation, parts and labor for 10 years and charged me for a $700 job?
1st week of April and with the Covid-19 pandemic, I got out from staying home to check the surroundings of the house. I smelled gas so I called Enbridge right away. An Enbridge technician came to check and determined that there was no gas leak. The furnace has a problem with the heat exchanger, it was emitting dangerous level of carbon monoxide. He shut down the furnace, at a cold 8PM, Friday night.
I called Airone who sent a technician 1 hour after. The technician looked at the furnace for 5 minutes and wrote on his report, REPLACE FURNACE. A 9-year old furnace was recommended to be replaced! I argued about the replacement of the heat exchanger and the technician said that it will be a big job because they will take the furnace apart and it may be done Wednesday, the next week. He continued by saying that if it will be a new furnace, it will be an easier job. MEANTIME, HE CHARGED ME $145 FOR THE 5 MINUTE JOB.
The technician left us with all my family members home, a new baby, all vulnerable to catch colds and cough due to the cold temperature. I called the customer service of Airone and 2 people I spoke with practically said that they cannot do anything. The best recommendation they gave was to install a new furnace and it can be done the next day, Saturday.
Given the circumstances at home and with Covid-19, I checked the Sales of Airone to get quotes for a new furnace. I also check other competitors like Maple Leaf Heating and Cooling. Airone offered me a new Carrier TP6 at $3900. They said that since I am a Carrier customer, I will be given a rebate for the return of the 9-year old furnace, in the amount of $700. LOOKS LIKE A GOOD DEAL, RIGHT? Airone also said that given the pandemic, they will give me a discount of $250. Again, looks like a good deal?
Maple Leaf offered a Carrier 59TN6 for $2875. They get the $700 rebate, not me. Should have been OK.
I called back Airone to say that 59TN6 appears to be top of the line. Airone said, the efficiency of the TP6 is better. I did not have the chance to read Carrier’s assessment of both models. Besides, according to the person I spoke with, the thermostat for the 59TN6 is costly at $650 when it needs replacement.
I did not have much time to argue. I followed Airone blindly and told them to go ahead.
When I had time to go to the Carrier Canada website to look at comparative costs and performance of the TN6 and TP6, this is what I found out.
Models Unit Only Unit Installed Cost
Infinity 98 GREENSPEED 59MN7 $2,550 $5,600
Infinity 96 59TN6 $1,700 $4,050
Infinity 80 58CVA $1,500 $2,800
Performance 96 59TP6 $1,650 $3,500
Performance Boost 90 59SP5 $1,550 $3,250
Performance 90 59SP2 $1,200 $2,650
Performance 80 58CTW $980 $2,250
Performance Boost 80 58PHB $1,450 $2,450
Obviously, I regret not having gone for the offer of Maple Leaf Heating and Cooling. Airone charged me $3900 (less $250 due to Covid) but $ 3650 is still higher than $3500. ADD TO THIS WAS THE $145 THE TECHNICIAN CHARGED ME FOR WRITING UP A REPORT THAT A NEW FURNACE IS NEEDED.
I sent a complaint to Carrier asking why a furnace that is supposed to live for 15-20 years was shut down and was to be replaced? Carrier sent a reply saying there are many factors but the major ones are INSTALLATION AND MAINTENANCE. My 9-year old Carrier was installed and maintained by Airone.
Does Airone really care about me as they claim they do because I am a long-term customer? NOT SURE ABOUT THIS. Remember their warranty of 10 years labour and parts provided I pay them almost $300/year as maintenance fee? I will never forget the $700 charge to repair a leak in their installation. I will never forget the $145 technician fee for writing up a report that states, NEED NEW FURNACE. More importantly, I think that I will regret not having gone for Infinity 98 59TN6.