I had a furnace installed through Aire One about a month ago. We sat through a few sales pitches from different companies and decided to go with these guys because our salesman (Darren) was knowledgeable and it seemed like a trustworthy outfit. The installation went well. Aside from some minor bickering, the installers worked hard to get the job done in one day.
So why the low score? It turns out Darren wasn't quite telling us the truth when it came to the warranty. Apparently in order for the 10-year extended warranty to be valid, we needed to get Aire One to come and do a yearly maintenance on it. This costs upwards of $200 with a filter and taxes. During the sales pitch, he said he "recommends" (and not "requires") we get this done through Aire One once a year. Not once did he state the service was necessary to keep the warranty from being void. He also failed to show us the full warranty (where on the back it says this). We didn't sign this warranty and therefore it should be void right? Clearly we were mislead. Matthew, the owner, somewhat agreed, although he tried to talk me out of it. He promised to give us our first year's service free, plus a Carrier manufacturer extended 10-yr warranty (which didn't require Aire One's yearly service) at cost. After weeks of waiting on this to go through and constant messages, I finally got a hold of someone only to be transferred to an angry Matthew who refused to follow through on his promise of the first year service.
Aire One is the only company out of the several we heard from and many more we researched that requires you to use them yearly in order for their warranty to remain valid. Not to say that I wont clean and maintain my furnace annually, however in doing my research and speaking to experts in the field, a new, high efficiency Carrier furnace filter needs to be changed yearly (which I can do on my own) and professionally cleaned every 2 or perhaps even 3 years.
Long story somewhat short, I had to spend an extra few hundred to get a manufacturer warranty on an already over-inflated product that I could have gotten from one of the big box stores for a lot cheaper at the end of the day. Not to paint that brush on the independent guy, but I do regret going with Aire One.
- Approximate cost of services:
- $5,000.00
- Company Response
Hi Peter, Thank you for your feedback. I would first like to thank you again for your business. It made my day when you called me after the installation to tell me how happy you were with the product, workmanship and my service. I am glad to hear your home is now more comfortable, and how quiet the furnace is. I'm very sorry regarding the misunderstanding about the extended warranties. I hope we have made it up to you by giving you the Manufacturers Extended Warranty at a 50% discount. Thank you again for you business. We look forward to continued future business with you. Please do not hesitate to call me directly with any other questions. As well please do not hesitate to refer me to any one you know that needs professional service and advice.
Thank you, Darren