"Our household generally believes in investing on the front end by purchasing quality equipment installed by competent contractors, followed by regular service. With that objective in mind, we paid approximately $10,000 in March 2014 for a new Lennox XC17 system installed and regularly serviced by Service Experts.
Also in March 2014, we paid Service Experts around $3,500 to install new ductwork.
We rarely run the system with a thermostat setting at less than 78 degrees. We also have a gutter installed above the outside condensing unit to prevent excessive rainwater from impacting it.
Having spent $13,000 on HVAC in 2014, our objective was to promote lasting, long-term value by having a system and service to last well beyond the warranty period if we maintain the equipment and dont abuse it.
However, during the past 8 years our overall experience has been disappointing. It now culminates in the current situation in which we understand it is suggested that we get a new system to replace one which is not even beyond the 10 year warranty period.
March 2014: During our original purchase transaction of approx. $10,000 (the permit reflects $9,543.00) for the Lennox XC17 unit in March 2014, I dont recall that I requested a formal contract or invoice, but I would think a normal business practice would provide formal documentation of the purchase price. I dont recall that we ever received a formal purchase document. Our Discover card was charged to establish the transaction at that time.
June 2018: The air handler fan motor failed. Yes, we appreciate that it was covered under warranty, but why should the unit have failed at all? Could the failure have been related to the installers not making the top of the return plenum box large enough to allow sufficient airflow? During installation in March 2014 Service Experts roughly fabricated an 18 x 16 opening at the top of the return air plenum box (directly below the air filter) in contrast to the 20 x 20 air filter.
If there is an issue with insufficient return airflow, would it have contributed to the problems we now have today?
September 24, 2021: During the routine service inspection I asked the technicians if they could perform a standard amp draw and voltage check like they have done before. I dont know if they actually did that since they didnt provide an official standard service ticket summary like they have done in the past.
Also, on 09/24/2021 I understand the technicians found the system was low on Freon, which indicates a leak somewhere in the system. However, I have no information from the technicians in terms of identifying which component has an actual leak. Can any such leak be pinpointed to identify a failed component?
Lastly, on 09/24/2021 I understood from Service Experts that the Complete Care 10 year labor warranty is no longer valid. I cant blame Service Experts if the independent labor warranty from Complete Care went bankrupt or whatever. However, I would like to know more in terms of what actual options do I have in terms of warranty provisions from Complete Care, Lennox, and/or anyone else?
If my requests are beyond the scope of what Service Experts provides, kindly let me know so that I can engage a qualified professional (perhaps https://cisclaims.com/residential-hvac/) to evaluate my HVAC system and provide additional options for me to consider.