Business ProfileforRoger L. Newman Company, Inc.

My new heater does not work properly and no one will fix it!

We installed a new system on October 12th of this year. On November 1 she had a complaint of a vibration. The blower wheel was out of balance, we ordered it and it came in on November 5th, we installed the new wheel that day. When we ordered the American Standard furnace it came with a Trane decal on it. An American Standard and Trance furnace are the exact same thing, same model number same output, just a different decal. Due to supply chain issues we have received some Trane badged equipment, but again they come down the same assembly line. We got her an American Standard door for the furnace and replaced it. The customer complained that the unit wasn't working right, although it maintains the temperature in the house. We verified the gas pressure and and the supply air is 136 degrees. We adjusted the air flow, although that is limited to the existing duct work, we tried a different thermostat, and again the system has always maintained the set point on the thermostat. We offered to come back out but she declined saying "the service technician was very thorough and I guess that's just the way it works". She is worried about her gas bill being high and it's likely that it will be higher than anything last year, because gas prices have gone up. I don't know what more we could do.

Please note the first time we turned the heat on the kitchen wall vibrating. Yes they did replace the part. Why would a brand new furnace need a new part the first time it's turned on? It also sounded like a TRAIN was coming through our house. It did get a little quieter after the part was replaced. They also failed to mention I purchased a new air conditioner and heating unit for $6,900. They were both suppose to be American Standard. The air conditioner was. We really needed a new air conditioner but my gas furnace worked fine. The salesman talked me into getting a new furnace too so they would work more efficiently together. He said they would have to come back in a couple of years and replace it at a much higher price than I could buy it now. So I purchased them both for the price of $6,900. I found out it was a TRANE by googling the serial # on line. They say they are the same but they each have a distributor in Maryville. Last night was the 3rd appt I had made with them and the first time someone had shown up. My appointment was at 3pm. He arrived at 5:10. The man was very nice. Checked the duct work and heater and said everything was fine. He did say the new ones work differently than the old ones. They were more efficient. They did call me this morning and offered to send the guy from last night back out tomorrow. So he could tell me the same story again. I told the office girl I would get back to them after I got me gas and electric bill. If they ere more than I could pay I would get back to them. Needless to say I have buyers remorse. I feel like now I should have shopped around more. Our condo is only 1800 square feet it's not a castle. I have already paid the $6,900. What recourse do I have now. I'm cold and I just want to be warm like I was with the old one. They say there's nothing wrong with it. Again, buyer's remorse!! I watch the news every night everything is going up. I do keep up with current events.