Reviews

Review Details

• Review fromJohn M

  Date: 11/05/2023

  1 star

  John M

  Date: 11/05/2023

  We installed two new geothermal systems then added the Symphony system to them. We have had the Symphony about a year and a half and they have never worked. After multiple service calls we have given up and are trying to have them removed and a refund provided. There is no cooperation whatsoever.

  Waterfurnace International, Inc.

  Date: 11/06/2023

  We were able to locate the WaterFurnace serial numbers and the Symphony ID's from the Homeowners email. We show serial numbers 190600318 and 190600319 from June of 2019. The AWL ID's show registered January of 2023. We show the homeowners Symphony is Online and operating with no issue at this time. We can provide a snap shot to the homeowner and BBB if needed. If the homeowner would like to contact us for assistance the options are 260-478-5667, the WaterFurnace website at waterfurnace.com/contactus, or [email protected] for Symphony related questions. 

• Review fromRichard D.

  Date: 06/21/2023

  1 star

  Richard D.

  Date: 06/21/2023

  We installed (4) WaterFurnace geothermal heatpumps with a total capacity of 11 tons of cooling capacity in our new home in late 2010 prior to moving in late May 2011. In the 12 years since we have had to replace 3 evaporator coils, a couple of TXV's, the primary condensate pans for the 3 evap coils and a couple of primary condensate overflow sensors. The 1st 3 coils were replaced under the 10 year parts warranty but still required $700-900/occurrence paid out of pocket for the labor. It's now 12 years since we moved into our new home and we now have (2) more evaporator coils, primary drain pans and (1) TXV that require replacement. One of the coils that needs replacing has already been replaced once before. That will be 5 evaporator coils replaced across (4) units in 12 years. Does anyone think that is normal or reasonable??? All of my units are in an enclosed, climate controlled space (our home has a full spray polyurethane foam encapsulation) so they are never exposed to any temperature extremes or any type of weather. The systems cost me over $60K installed in 2010/11. I was under the impression that WaterFurnace was the gold standard at that time, which is why I selected their equipment. I regret making that choice. For those out there that are preparing to either replace or install a new geothermal heat pump, please do your research. I have heard and read much better feedback on Climate Master. I may end up replacing all 4 of my units with Climate Master heat pumps because I'm getting tired of forking out a couple of thousand dollars every 2 years to replace an evap coil. To add insult to injury, every time I need a new evaporator coil I'm forced to go back to WaterFurnace to get one because there are now alternatives that I'm aware of. So I spend a couple thousand dollars knowing I'm getting a coil that will maybe last 3-4 years. It's depressing thinking about it.

  Waterfurnace International, Inc.

  Date: 06/22/2023

  WaterFurnace was contacted directly by the homeowner via our website, and it was received on 6/20/2023 at 7 PM EST. We responded to the homeowner on 6/21/2023 at 8:14 AM EST.

  We realize that even with our best efforts, some parts can and may fail. In most cases, we find that the reasons were something beyond the control of the manufacturer. Typically manufacturing defects occur 6 months to a year after installation. If multiple failures of the same component continue to fail there is likely an external cause, but that is based off previous analysis as we cannot confirm this is the case in this residence. Most Geothermal companies receive their coils from the same coil manufacturer. In most cases,coils fail due to formicary corrosion or dirt and debris getting to the coil.

  We provided this information to the homeowner previously on 7/27/2020 when we were contacted via our website. The homeowner stated the following below in his response to WaterFurnace on 7/30/2020 about possible moisture build up on the air coils in the residence.

  Thanks for this info. It is interesting that their hypothesis is homes being built 'tighter' to improve energy efficiency may be a key factor driving buildup of compounds that can contribute or accelerate galvanic corrosion. My home has a full SPF encapsulation. Very tight. Seems that manufacturers should factor this into future design solutions. Moisture will always be present, so designing in more corrosion resistance seems like a smart move. The move away from copper to aluminum should sig lower galvanic potential, which is a smart move.

  Formicary Corrosion is not seen as a manufacturing defect or a design flaw to the coil manufacturers. Carrier, a large HVAC manufacturer released a public bulletin on formicary corrosion that can be found online. We are not saying this is the case with this unit but is helpful information regarding air coils.

  To combat against corrosion to coils Geothermal manufacturers have transitioned to aluminum air coils several years ago in most units which have a greater success rate against formicary corrosion.

  We appreciate the homeowners opinion in this matter, and we are offering our assistance to review any questions they may have regarding this.

   

  Richard D.

  Date: 06/29/2023

  After speaking further with Waterfurnace customer care, ********************** shipped (2) replacement evaporator coils to my HVAC contractor at no charge. I appreciate their support in helping me resolve this issue.

• Review fromJacob C.

  Date: 01/05/2023

  1 star

  Jacob C.

  Date: 01/05/2023

  We purchased a house in 2020 that had a fairly new Waterfurnace Envision unit it with serial number. We maintained maintenance on the unit and changed our filters regularly. Suddenly the unit would kick on but only blow air for a few seconds before kicking off. We contacted our local service provider out of ***********, **--*********************************** HVAC. They came out and diagnosed the unit as a *************** failure issue. We spent *************** Years eve in the cold. We had no heat and no answer as to when the part would be available for the control board. Every time we try to contact Waterfurnace, **** the only thing they can tell us is that the parts to repair this $60,000 machine are not available and that people having been waiting for months for these control boards. One advisor told me today and I quote "months and months". Meaning that we could be without heat for the entire winter season with no help from this company. They have brand new machines ready to sell for new customers. But they won't pull the part we need for our family out of one of those to give us heat for the winter. I do not recommend buying from Waterfurnace. There products and units are not commonly worked on units. The parts are apparently non existent for repairs. And they have no empathy for us that when spent our entire holiday and now what looks like our winter without heat. These units are not cheap. It is bad business to let your customers go without heat with no options or solutions during the winter season.

  Waterfurnace International, Inc.

  Date: 01/18/2023

  We were contacted by the homeowner on 1/5/2023. The homeowner requested information in regard to a control board that was purchased by the **** contractor. We informed the homeowner the control boards were backordered due to a delay at the supplier. The delay is chip related that has affected many manufacturers across *****************. The homeowner was not pleased and requested WaterFurnace tell him when the boards were to arrive. Unfortunately, WaterFurnace was not provided an estimated date of arrival from our supplier due to the unforeseen circumstances. WaterFurnace provided the homeowner with the updated honest information that we were receiving. Still unhappy the homeowner still demanded a date that we could not provide. The homeowners claim that WaterFurnace has brand new machines ready to sell for new customers is a false statement and was the homeowners assumption. WaterFurnace units that utilize the delayed control board were also affected by the availability of the boards. We appreciate the homeowners position but respectfully refute the homeowners claims. In the current environment where supply chain issues have affected many manufacturers, WaterFurnace works to provide the homeowners and **** contractors with up to date honest information regarding parts and equipment. The unfortunate delay of the specific control board referred to by the homeowner does not represent the overall availability of other components. If the homeowner would like to contact us to review the order to have verification of the board shipping, we would be glad to assist.

• Review fromPeter B

  Date: 12/27/2022

  1 star

  Peter B

  Date: 12/27/2022

  Poor workmanship, all parts replaced 3 or more times. Unit *****. $54,000.00 piece of s*** Still no help or repair, been 12 years of failure. Waterfurnace does not stand behind their products and points fingers at everyone else.

  Waterfurnace International, Inc.

  Date: 12/28/2022

  WaterFurnace International has no record of communication with the homeowner under the name provided. If the homeowner would like to provide the WaterFurnace unit serial number, along with the **** contractor or contractors they have worked with and are currently working with we are willing to review the situation.