Business ProfileforWolfer's Home Services

We had our annual HVAC maintenance performed on 4/30/24. Once complete, the tech went over the 2 issues found and the needed repairs. The most important repair needed is the replacement of the heat exchanger. Due to a manufacturer 'defect' (verbiage used to explain, but different description on invoice) a hole had burned through the heat exchanger. Due to this being an unsafe condition, they were required to turn off the gas to the furnace. Though this part is covered under warranty, the labor costs quoted (and at a discount) would be on us, which is rather large. We were left with reviewing the issues, the quotes, but more importantly, without a heat source. I admit to delaying reviewing all the documents and pictures as it was my sons birthday. I reviewed over the weekend along with our original purchase contract. I realized that the part that needs replacing should not just be under warranty, but would qualify under the 'no lemon' guarantee. I called the following Monday (5/6) to discuss the issue and when I mentioned the word 'lemon' I was put off, told Id get a callback later that day. No call until the next day (5/7). Again I said, per the companys stated website no lemon guarantee, we qualified to have the system replaced, not just the part and at no cost. After discussion with a manager, I was told no lemon only qualified if they installed wrong. But thats not what the guarantee states. My mother (85 y/o senior citizen) called later in the day to talk to a higher up manager to no avail. She was to get a call back from the **** head, but that did not happen. She called twice again today (5/8) but no one was available, all out in the field. At this time, we have been without heat for 8 days, inside temps reached a low of 61*. Turning off someones heat and not following up for resolution is not irresponsible, its criminal. I image if we said here's our money, we'd get a phone call. We are to the point of contacting an attorney.