Question for the Waterfurnace Person on This Thread
To the Waterfurnace Rep on This Thread,
I also posted about our leaky coil problem on this thread prior to this gentlemen's ("Unhappy Customer") complaint.
My post was "Waterfurnace Versatec Evaporator Coil Leaks" posted on 12-23-2009 at 2:42 PM)...I am the homeowner who had TWO Waterfurnace Versatec coils fail at the same time on two, three-year-old systems at Christmas. Sadly, we were out of luck. It sounds like this man just had a similar thing happen but he happily, got more than a one year warranty like we did. One thing we did learn: we should have been very proactive in researching and specifing the geothermal HVAC systems that we installed in our new construction home. Hindsight is always 20/20, I guess.
These leaking coils are not small, inexpensive repairs. It brings the system to its knees and costs a great deal of money to fix. But at least you responded to this man's post. Mine received no such response.
You are a Waterfurnace rep, so it is a rare opportunity to communicate directly with you, and not via "an independent dealer." The dealer that installed our systems no longer sells Waterfurnace--they have switched to a different manufacturer.
Since you cannot discuss costs, can you discuss the equipment you sell?
What is the expected average lifespan for coils in the systems you sell? I am curious...do you know...what is the average life span for kitchen refrigerators and radiators in large trucks...the coils are a similar design, right? Is there something really complex or complicated about the coil systems in geothermal systems that causes them to fail?
Please forgive my ignorance. I am just a poor female homeowner who now worries every day about the reliability of the replacement coils we installed in our two systems at Christmas time---will they fail in the next few years, too? Any cost savings we had from the systems went up in smoke--rather disappointing, when we installed the expensive-up-front systems in order to save money.
Please forgive me, but I am an unhappy (and concerned) customer, too.
Williamburg Unhappy Waterfurnace Customer
Our systems were installed by Extreme Climates (757) 229-2191 on behalf of the best custom builder in this area. They replaced the two leaking air coils. They no longer sell your equipment. They have the information on our two units: I know they called you at the time. That is what they told me. Extreme Climates replaced both coil units for $2,400. They gave us a discount on the second unit because they felt bad for us. Our names are Colin and Clare Britcher and we live in Williamsburg. Perhaps you would like to give them a call?
We had a second opinion from Bud's Heating and Air Conditioning (757) 890-2600. They told me that they contacted you at the time on our behalf as well. They do sell your equipment. We had them look at the installation, conditions, etc. and the written reports on both systems were clean. I thought I'd mention this BEFORE you got around to blaming the installation for the problem. We asked about the installation, conditions, etc. We were told it was fine. Both firms said they considered it to be "a manufacturing defect" in the coils.
When both firms contacted you they were told, "1 year warranty." So you washed your hands and left it to the local dealer to punch out a solution and deal with us. Bud's now has our maintenance contract, as we thought we may get better customer service from you if the dealer sold your equipment, and Bud's seemed like a professional and customer-service oriented company. We also liked Extreme Climates but as I said, they have switched suppliers.
I will ask my husband to respond to the group with serial numbers, etc. in the event that you choose not to conatct the installing dealer directly. Let me know if you need the serial numbers, and if you would consider furnishing us with your private telephone number, Email, and name. At this point, my only way to contact you is via this forum. I'd be happy to send you our private contact information, privately.
My husband is a proferssor of Aerospace/Mechanical Engineering at a large southeastern university, and has worked for many years with NASA and wind tunnels. He was educated in Europe, where they require PhD students to do hands-on training on assembly lines: he knows his way around machinery and manufacturing. I believe you will find that he can discuss the equipment problems we had with your coils with some level of understanding. He said that in his opinion, the coils should NOT have failed so soon.
Extreme Climates submerged the units in a wheel barrow filled with water in order to show me that the units were indeed leaking. They failed at almost the same time, and were leaking in almost the same place. The failures were confirmed by the second opinion, too. I know I asked this before...are coil leaks a common problem with your equipment? Just curious.
We kept the leaky coils, on advice from the dealer. Where shall I send them?
If the air coil units in the Versatec system you sell are reliable, then why are they only under a 1 year warranty? If they should last for 20 years, then why not warrant them for say 10 or 15 years and split the difference of the risk with your customers?
I do truly appreciate your responding, finally. May I make a suggestion, though? In the future, when you join a group such as this one, you may want to do a group message search on "waterfurnace." That way you will get to see what everyone has had to say about their experiences, good or bad, and you can then respond to those customers who may have a problem that you can help to resolve. Just a thought.