We spent close to $6,000 to have a “Gold Series” American Standard air conditioner (15 SEER) as well as a larger furnace filter and steam humidifier installed by Stouffville Home and Comfort May 2012 in our newly built home. We were persuaded by their promises of skilled installation and quality products which justified the higher price. In June 2014, 2 years and 2 weeks after the installation, the air conditioner was no longer cooling. A service call to Stouffville Home and Comfort detected that there was no Freon in the air conditioner. They could not locate the leak and their proposed solution was to refill the 7.5 lbs of Freon at $50 per pound, add in a sealant to plug a leak that could not be located, and charge for labour. We paid $900 to fix a 2 year old air conditioner. We would not recommend Stouffville Home and Comfort nor American Standard as neither took responsibility for an air conditioner which leaked all of its Freon within 2 years. EDIT - August 17, 2014 As soon as Stouffville Home and Comfort realized my concerns, Brian contacted me directly to make things right. We have come to an agreement and I'm pleased to update my initial review to now state that Stouffville Home and Comfort does indeed care about their customers and will work with them to resolve problems. My issue is now with American Standard and not Stouffville Home and Comfort as Brian has looked after my interest
- Approximate cost of services:
- $6,000.00
- Company Response
Hello Douglas
I am very sorry that you are not happy with your experience with our company or service. It is unfortunate that your system became defective outside of the warranty period. We tried to remedy the situation with you and in person you stated that you were pleased with the service and the discounts we were able to provide to you . Unfortunately the manufacturer was not willing to do more due to the time it was installed. There are extended warranties available through the manufacturer that are available for purchase as well as a extended service plan with our company . If you had taken part in any of these options to you would have been covered for this repair . It is rare that a problem like this arises but this is why we have the extended plans as a piece of mind. If you were not pleased with the service I would encourage you to call me directly to discuss and we can do our best to satisfy you as we do with all of our customers. Please do not hesitate to contact me directly to discuss.
Brian