Husky came and installed a brand new Lennox furnace at my place a little under two years ago. The installers were professional and appeared to have done a decent job. Unfortunately, the furnace has been leaking water all over the floor for the last 3-5 months and when I called them to come have a look, they told me that they only guarantee their work for a year and that the rate would be $120 an hour because it was after hours. I was disappointed because it seemed that they had hung me out to dry. I turned to Homestars, where i left an honest review about how i felt . Later the next day i got a call from service manager at Husky who was concerned about the review, but also took the time to explain what was happening and that it wasn't my furnace and that it was my ac condenser drain plug(i believe) that was clogged. Understanding this makes it easier for me as a consumer to realize that this is something that was likely caused by all the dust in my renovations and that it wasn't anything that was caused by a poor install.
all that being said, it would be nice if the people answering the phones had some product knowledge to help their clients understand their issues, because a response of "we only guarantee our work for one year" is absolutely unacceptable as a response. Find out what issues I'm having and try to get someone educated on the matter on the phone to help me understand why i need to pay another $100 for a service on top of the close to $5k I already paid for a new furnace. I was told that this is a very common issue, so this should be something even those answering the phone have some idea about. I was fine to pay the amount for the service once it was explained to me.
At the end of the day, their installers are polite professionals who i felt did a good job. I'm giving them 8 stars because of this ordeal.
Thank you to Homestars for giving us this platform to keep both merchants and customers honest.
- Approximate cost of services:
- $5,000.00
- Company Response
August 20, 2018: Thank you Matthew for updating your first review. Please understand we provided you with an additional one year of free diagnostic warranty at the time you purchased your equipment. Your install was Dec 2016, therefore the one year had already elapsed. There is always a diagnostic fee following the one year warranty period we provide after any installation (this is on top of the factory warranty). The Emergency After Hours Service Fee is $ 129.00+tax and was explained to you on the phone, but you declined Service turning to the internet to express your feelings not realizing that your own renovations were the cause of your flood issue. We want to impress to all clients the importance of not waiting 3-5 months as this client did. We would appreciate it Matthew if you can remove any pictures you submitted as this issue was nothing to do with our equipment. Thank you Homestars for giving us this platform to keep Merchants honest. Victoria and the Husky Team.