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2.5

Carrier/Payne Warranty Repair: I experienced a problem with my furnace and, after doing a lot of research, determined that the secondary heat exchanger had failed. I also found out that my make and model of furnace was covered under a 20-year extended warranty as detailed in Service Bulletin SMB 09-0024A and revised in 2014 under SMB 07-0056.

In essence, Carrier covers replacement of failed secondary heaters for all parts and a flat rate for diagnosis and labour if this part failed or is about to fail. No local repair outfit was willing to do the work under warranty, claiming I had to pay up front and then get reimbursed from Carrier in spite of the policy which states the dealers have to file for payment and that in no manner should the customer be charged for this work.

I contacted Carrier directly to have them send someone who would do the work. They had Air One contact me and the caller told me she was familiar with the Service Bulletin, that I was covered when I gave the model number and serial number and that a technician would come out to verify the nature of the failure. She told me the Carrier labour flat rate would not be sufficient so I had to pay the balance, about $800.00 to which I agreed. So far, so good.

The technician shows up this afternoon and tells me that it is very bad, that I needed a new furnace. I asked him what the problem was - "a failed secondary heat exchanger". I showed him a copy of the Service Bulletin, read out the specific terms, and he wouldn't acknowledge any of it. He still insisted I buy a new furnace. When I refused, he called the office, jotted down some information.

The service technician then told me I would have to pay for the whole repair up front and it would be $2,103 ($755.40 for the heat exchanger, $980 labour and a $125 service fee to get the part in, plus tax) plus parts for installation. He told me that was the way the industry worked and there wasn't anything I could do about it. He told me that only then would Air One apply for warranty reimbursement. He then tried to get me to accept a visit from one of their salesmen. I sent him away.

It is totally unsatisfactory to get one person to tell me that I only had to pay $800 under warranty and the technician to then try to set me up to pay almost three times that and push hard to get me to buy a new furnace.

I didn't call Air One for this service. I only contacted Carrier so they could send me a company that would do the warranty work. Air One is the company to which Carrier sent my request.

I was tricked into paying for a $90 visit under false pretenses. All of this situation is highly unethical. At least the other companies told me up front that they wouldn't do the warranty work thus allowing me to decline a service visit.

The only redeeming factors were that the technician showed up in the time frame promised and he did come up with the correct diagnosis.

As a consequence, I will not have any further dealings with the Air One Kitchener location.

Reason of review: Warranty issue.

Monetary Loss: $90.

Preferred solution: Full refund.

Aire One Heating And Cooling Pros: Quick response for a service call.

Aire One Heating And Cooling Cons: Treated it like a sales opportunity.

Location: 1069 Victoria St N, Kitchener, ON N2B 3C7, Canada

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I just had a similar experience with Aire One. Carriere claims a 10 year warranty on my air conditioner for which I paid over $6900.00 seven years ago.

I was then told by Aire One that the warranty is voided because we didn't do maintenance yearly with THEM specifically. Now they want to sell me a new unit because it will cheaper now than fixing the old one, which really is NOT that old.

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