Upon speaking to the General Manager of the company, I was given a full refund for the visit as stated below. The General Manager was both understanding and respectful of my concerns and I have no doubt that those concerns will be addressed going forward. Thank you Boonstra.
We called Boonstra in May 2015 when our furnace stopped working. An appointment was made for May 20, 2015. Your technician arrived and assessed the situation and said we needed to replace a control switch for the approximate cost of $319.00. Our furnace is a Trane and was still under warranty, however Boonstra refused to honor the warranty because they did not install the furnace. Boonstra sells and installs this model of Trane furnace. When I made the initial call for service I was asked the age of the furnace, but was not asked if the furnace was under warranty. I was also not told that Boonstra would not honor any existing warranty. Trane was called while Steve was still in our house and confirmed that they would reimburse Boonstra for any warranty work done. Steve called the Boonstra office and the office said no. Unless we had Boonstra install the new switch and paid out of pocket rather than by warranty, I had no way to recoup the cost of the service call of $146.84. As the weather was getting warmer I left the service on the furnace until the fall when it was due to be cleaned. I called another service company other than Trane to do this work as well as re-assess the furnace. They cleaned the furnace and told us it was in good working order. He said he simply re-set a relay switch during the cleaning. The furnace has been working just fine all winter. I wrote a letter to Boonstra general manager on February 2, 2016 requesting a refund of my service call fee since they did not deliver , "The Right Service". Trane as well, did not understand why this company would refuse to honor this warranty.
I have never received a response. Would I use their service again? No. Would I recommend them to other community members? No.
