ComplaintsforJ A Sauer Heating & Air Conditioning

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The character limits for this field do not allow me to include enough relevant details. Please refer to attached letter titled "JA Sauer BBB Complaint 4-13-23" for details. There are additionally attached many relevant documents regarding this dispute that clearly define the requirements of JA Sauer to repair my furnace's secondary heat exchanger under warranty, including all parts and labor. The requirements of these documents are crystal clear - JA Sauer owes me a replacement secondary heat exchanger at no cost. This requirement is clearly defined by the original warranty document (attached), the requirements of a class-action lawsuit settlement (attached), the requirements of Carrier's "Important Warranty Information" document (attached), and the requirements of Carrier's technical bulletin *** ******* (attached) which was referenced in their "important warranty information" document. Please read all of these documents thoroughly before responding to this complaint. I will provide an abbreviated explanation below, in an attempt to meet the character limits of this field. I purchased my furnace, a ***** ********, from JA Sauer in 2010. This furnace was installed by JA Sauer. This purchase included a 20-year warranty on the primary and secondary heat exchanger. These warranties are attached and referenced numerous times in the attached documents with this complaint. The warranty (and several other documents) clearly states that an authorized dealer shall replace a failed secondary heat exchanger, including all parts and labor. JA Sauer diagnosed my failed secondary heat exchanger on 3/23/23, but has refused to replace it under warranty unless I also agree to pay them for unnecessary additional work at an excessive cost, which is a clear violation of the warranty. The written documents I've attached are extremely clear - the failed secondary heat exchanger shall be replaced including all parts and labor. Period.

  Business response

  05/17/2023

  By way of background, it has been J.A. Sauer’s experience that when it is called out to replace a Carrier secondary heat exchanger, which requires it to essentially tear apart the entire furnace to get to the secondary heat exchanger, that there is often significant deterioration in the furnace and significant wear and tear on the primary heat exchanger.  J.A. Sauer has recommended to customers that while the furnace is torn apart, that it is prudent to also replace the primary heat exchanger (Not covered under warranty) to increase the expected life of the furnace.  In addition, parts that have deteriorated over time should also be replaced.  J.A. Sauer understands from its Carrier distributor, Standard Air and Light, that other authorized Carrier dealers have made this same realization and have recommended while the furnace is torn apart to make the additional repairs outlined above.  At this point, the customer threatened to sue which caused a less than desirable satiation and J.A. Sauer believes that it is in the best interest for both sides to part ways.  NOTE: The Carrier warranty work is allowed to be performed by ANY Carrier Factory Authorized Dealer in the local area.  J.A. Sauer Co has charged the customer a total of $89.00 for our services.  We are willing to fully refund the $89.00. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩