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Complaint Details
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Initial Complaint
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 22, 2021, I purchased and Scott Lee Heating Company installed two new furnace and air conditioning units. The installed price was $17,611. The main floor unit evaporator coils froze from the furnace all the way long the refrigerant lines to the outside air conditioner condenser/compressor on four separate occasions - July 5th, July 8th, July 12th and July 14th. Each time, I had to turn off the unit and wait for a Company technician. The Company technicians did not find any mechanical issues, but did try replacing the some parts to no avail. On July 14th, the Company technician, after conversing with the Lennox Representative, diagnosed the freezing problem as being caused by an incorrect thermostat setting that was not set correctly upon installation. All the company is offering is a 10 year labor warranty on the unit in additional to the standard manufacturers warranty I would like fair consideration and replacement units from the Company.
Business response
08/06/2021
Mrs. *****,
We have sent out a technician in a timely manner every time you reached out to us when the system was not performing correctly to resolve your issues. Ultimately the cause of your issue was an incorrect setting in the manufactures system settings. We have since corrected the setting and have extended your labor warranty to provide you peace of mind on your HVAC system. We have also extended the labor warranty on your other HVAC system that was installed to compensate you for your troubles. We have directly spoken about this resolution with you before your complaint to the BBB.
Customer response
08/12/2021
Complaint: ********
I am rejecting this response because: It does not address my request for fair consideration. While I will accept the 10 year labor warranty provided, I do not believe that this warranty alone provides fair consideration for a unit that has frozen 5 times that may have sustained that it not currently apparent; being without air conditioning in the summer 5 times; and the higher electric bill due to the system running inefficiently.
Sincerely,
**** *****Business response
08/17/2021
Scott Lee has spoken directly with Lennox about the situation. Our technicians have confirmed that the system is fully operational and that no damage has occurred due to the freezing conditions. Lennox has also confirmed that the safety devices that are factory installed prevent damage to system components in the the event of a freeze up condition. By extending the labor warranty on both system, with an estimated cost of $2,000.00, will provide you no cost for any repairs that may be needed within the 10 year warranty. We have purchased this protection plan and have emailed you the documents. Scott Lee, as well as the manufacturer, will not replace a fully operational system with no evidence of damage.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.