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Milman89

Unauthorized Repair

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I am a WV resident and had a local HVAC company come to my residence and perform a service call on my furnace which had stopped working. The HVAC technician told my spouse that that a gas valve needed to be replaced and it would cost between $700-$800. My spouse told the technician that we were not going to spend that amount of money on a furnace that was 13 plus years old and we had spent around $350 the previous year for a separate repair and would instead pursue buying a new furnace. The technician rechecked the manufacture date on the defective part and told us that it was manufactured in 2013and that the part was still under a manufacture warranty (part was warranted for 5 years) and we would only have to pay for the service call plus installation which would total around $200-$300. We agreed to have the repair done under this provision. One week later, a different technician came to our residence and performed the repair. He handed my spouse a bill for $607.38. She immediately disputed the charge and told the technician the part was supposed to be under warranty and we only supposed to be paying for a service charge plus installation. He annotated this on the bill and stated a manager would be in contact with us. We were never asked if we wanted the repair done if the part was not under warranty or told that the part was not under warranty prior to the installation. The next day manager called and told the part was not under warranty and the bill stood. My wife told the manager what she was told by the technician and the response we got was that she (the manager) would ask the technician about it. A couple hours later the manager called back and said the technician denied stating the part was under warranty which was a total lie. The manager offered to have the part removed but if I purchased a new furnace thru their company they would return the part and I would receive full credit for the bill ($0 balance). I had their company give me a quote for a new furnace which was $800-$1000 more than the quote I received from a competitor. Approximately three weeks later, I made the decision to go with the competitor. I called the HVAC company and left a message for the manager. She returned my call and I informed her of my decision and that the decision was based upon this whole ordeal that I didn’t feel comfortable with their honesty in making a major purchase. I offered to return the part and pay for two service calls; she refused and stated she could not accept a return of the part unless I purchased a new furnace thru her company. I asked her why buying a furnace was a condition of returning the part and never got a straight answer. The call ended with no resolution to this bill and I feel like this was misleading tactic to force me into a position to buy an overpriced furnace. What legal recourse if any do I have?

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If you have a warranty in hand for 5 years on a part from 2013, dispute that with the company who makes/sells the part. If a new person showed up to do the work, and you didn't have a written quote for the amount it would cost and hadn't verified the warranty, you are probably out of luck. Why it wasn't covered by warranty is anyone's guess.

 

It isn't uncommon for companies to offer a discount or return in exchange for continued business. That a competitor is willing to do the work for less is immaterial.

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