Complaint Review: Horizon Services - delaware wilmington

 This is the letter I sent with an explainaation of the issue.  We followed the 10 year service contract and aggreement.  The unit should be fully replaced ans customers should be conatacted about the issues existing in the XV 95.  Replacing the heat exchanger means the problem will appear again.  If this is a issue in the Trane, since you vocuched and reccomended this unit, they you shouls make thinks right.  It is unacceptable that our options are repair for free until the problem happens again, or replace the whole unit with a 2700 dollar credit....and its only been 8.5 years. 

Please forward to the District Manager  or the Owner:

We are extremely disheartened after our service call, and what was discovered. The Technician Mr Young was amazing and very professional and thorough. We bought a very expensive Trane furnace and air conditioner (XV95).  Look at our service history.  We bought Trane because that is what your service technician when we bought it said was the best. Now here we are less than 9 years later and now we have a major failure in the system.   The heat exchanger is cracked and failing. I am not sure how long this has been missed. We got yearly service for the pass nine years. This last service was delayed because your scheduling department was so backed up. I was told in the summer of 2018 we are not taking appoints unless there is and emergency or and issue. I was also told we did not need the yearly service anymore. We continued the services because it did not sound correct.

We were told this was a great system, your great system did not last as long as the builders grade furnace that was installed before we upgraded. Now our only option is replace the heat exchanger free of charge by your technicians or replace the whole system for 6-10 thousand dollars minus the 2700 dollars. This is unacceptable. We were told that the service agreement would replace a failing system at no cost to us. Since you no longer sell Trane because of quality issues and systemic problem with the failure of the heat exchanger, why would we want to replace the heat exchanger when it can fail again in a short time. If your going to install a heat exchanger, it should be a better more guaranteed heat exchanger that wont potentially fail in a year.  It should also come with an additional extended warranty free of charge. You should stand behind the products you install, just putting a band aid on a problem does not fix the issue. Replacing the heat exchanger is a band aid. For almost 10 years I have sang the praises of Horizon and their quality. We felt their word and reputation were unmatched.... now all of that is in question.

Since this is a system problem in Tranes and the heat exchanger cracks and fails. When you organization stopped selling Tranes, and you started seeing these heat exchanger cracks and problems, you should have in good faith and conscience contacted all of your loyal customers in and out of warranty to keep them and their families safe and out of jeopardy. We were never contacted. You let us down in this respect.  Luckily we continued our yearly services religiously or who knows what type of dangers we could have encountered.

Instead of just putting a band aid on the problem, and to restore our shattered faith in your word, recommendations and reputation, we would prefer a replacement of the furnace at no cost to us and would remain a loyal Horizon customer with another 10 year warranty.  If this is not possible, we request the $2700 which would be the labor cost and the part is roughly $500. We would appreciate a check for $3200 and would take our business elsewhere. We are so disappointed and out faith is shattered  to be at this juncture again when we invested $20,000 into a high end furnace, air conditioner, and 2 zone automatic flutes. 

I request a thorough response in writing from your office.

Respectfully,

 Mr. Washington