ComplaintsforLambie Heating & Air Conditioning Inc

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our home approx 9 years ago, the house was only 1 yar old when we bought it. 3 years ago we started getting an awful high pitch noise everytime the furnace kicked on, we called and i sent several videos so they could hear it, over a period of 3 years now they still havent fixed it and now our heat is not getting up to temperature, we have to use electric heaters throughout the house and wear coats to keep warm, i also have animals in the home that need to be kept warm and i cant leave electric heaters running while i go to work its not safe. i made one more attempt this morning and called to see what is going on. her response was we might have an answer next week, i said its not keeping up its only 6 degrees outside, she said yes it wont. no concern what so ever. at the time we first contacted them it was still under warranty so i had already told her i was not paying anything else, she said dont worry we will take care of it, then they came out and replaced a control board that did not change anything and sent us a bill, which we have not paid. i want the furnace fixed correcltly under the warranty that it still had when this all started.

  

  Business response

  01/07/2022

  In 2009, a Carrier heat pump and gas furnace was installed at ***** ****** **** in *******, Illinois. The heat pump operates to cool the house in the summer and can heat the house in winter months. Because heat pumps loses both efficiency and capacity as temperatures drop to below freezing a gas furnace converted to propane was installed for back up heat.
  

  On June 5, 2017 Lambie was called by the subsequent owners, Mr. and Mrs. ******, for an error code 72. The Lambie technician found the compressor on the heat pump had failed and needed replaced. The HVAC equipment warranty was never transferred to the subsequent homeowners. As such, the equipment warranty expired in 2014. However, Lambie was able to under a Carrier Service Bulletin (not the same as warranty) to have the part paid for by Carrier and only charged the homeowner labor.
  

  In March 2020, Lambie was called out for a noise complaint with the heat pump. After multiple trips (most of which no noise was heard), the noise was finally identified as harmonic resonance. This diagnosis was made by a Carrier Service Manager on December 9, 2021 – links are at the bottom of this response for the Complete Field Audit. It should be noted this harmonic resonance in no way affects the performance of the heat pump and is not considered a warranty issue as outlined in field audit.
  

  During one of Lambie’s field visits, December 28, 2020, Lambie noted the blower motor making a high-pitch whining sound. Diagnostics found the blower motor was not ramping properly and the control board needed to replace. Mr. and Mrs. ****** opted to replace the control board November 3, 2021. Lambie replaced the control board only charging labor. Lambie was not reimbursed by Carrier for the control board, Lambie covered the cost of the part. At this time, Lambie has not been paid for the labor.
  

  December 1, 2021, Lambie received a call from Mr. ******. After a lengthy discussion Mr. ****** was told that the heat exchanger in his gas furnace has failed. As such, the unit would not operate. This diagnosis was confirmed by the Carrier Service Manager on December 9, 2021. With the gas furnace not operating, there is no back up heat source for the heat pump (which alone cannot maintain standard home temperatures during bitter cold days). The homeowners have not initiated repairs on the gas furnace.
  

  Essentially speaking, Mr. and Mrs. ****** have two separate issues occurring. One is with their heat pump (noise) and one is with the gas furnace (failed heat exchanger). Additional repairs have been made (such thermostat replacement) where Lambie asked for exceptions to the expired warranty.
  

  Additional notes and details are included in the link below. The field audit was conducted by ***** ******, a Carrier Corporation Distributor Residential Service Manager.

  
  
  Link for field audit: (will also be emailed to homeowners)
  

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