Great Installation - Poor post-installation service
Cody was fantastic when it came time to install our system. Unfortunately, 2 years after installation we started having trouble with our system, the Lennox system kept displaying code 411. After having several different technicians come out to troubleshoot the problem, most of which were paid calls that results in not fixing the issue, I got one last person coming out. They charged me for a furnace maintenance which I request and said they wouldn't charge me for the troubleshooting of the error code 411. The error code came back and when I contacted the office the lady was rather rude telling me I should feel lucky since they didn't charge me. Then they said in order to troubleshoot further I would need to spend another $899+tax, but there wouldn't be any guarantees that the issue would be resolved. I had requested to speak with Cody (the owner) who was super nice before installation and even during the installation, but was told by the same office lady that Cody does not talk with customers since he has a staff that does that. Overall, pretty disappointed with the dealings I've had with this company post-installation.
- Approximate cost of services:
- $10,000.00
- Company Response
Hi Klaus,
Thanks for the review.
I apologize you have not been able to get a hold of me, I am out in the field a lot and leave the office early in the morning. You can always reach me on my cell at 416-669-8972 or directly at cody@climateexperts.ca.
I am sorry to hear about your experience with the office, the office assistant you were speaking with is no longer with us. Though I may be busy at times I am always available by cell or email and would not ignore customer contact.
I have gone though all the history on your account and there has never been a charge or payment for a service call.
The system was installed back on August 11, 2016. The system was with a warranty of 10-year parts and 1 year labour or 10 year parts and labour with annual maintenance.
A maintenance was completed for 2017 and 2018 allowing the labour portion of the warranty to lapse in 2019 on the furnace & A/C. There has never been a service or diagnostic charge on your account thus only 3 maintenance's have been billed out in total with the last one being on May 19, 2021. This means diagnostic calls and service labour is billable.
The $899 plus Hst charge you refer to is based on the last trouble shooting we did with Lennox tech support recommending we replace the high-pressure sensor. This is due to the clogged condenser coil causing it to trigger repeatedly due to lack of maintenance. This happened so many times it could now be intermittently faulty causing the error code pop ups intermittently.
There are also notes on your accounts history when the error code issues have occurred there has always been a explanation of either a restrictive furnace filter that was recommended to be changed for the summer months or the dirty condenser coil.
Please feel free to call me with any additional questions.
Thanks,
Cody Johnson