- Report: #1435688
Complaint Review: Sylvane - Roswell Georgia
Reported By:
Thomas -
Acton, Massachusetts, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Sylvane
245 Hembree Park Drive Roswell, 30076 Georgia, United States
Web:
sylvane.com
Categories:
Business Rating:
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Sylvane Sylvane gave me bad advice, sold a product unsuited for the intended use, will not fix Roswell Georgia
On or about September 26, 2017, after spending considerable time reviewing various products on Sylvane's website, I called and spoke with one of Sylvane's representatives. We had a lengthy conversation, during which I told Sylvane's agent that I was primarily interested in an air conditioner but that I was also thinking about something with heating capacity since we removed some baseboard heating during the remodel of our master bedroom.
I told him I was in Massachusetts. I said that the Friedrich models looked attractive to me and he assured me that they were outstanding. I said that model YS10N10C, the one with 7,500 BTU's of heat pump heating, looked like it would be right for me. He assured me that it would, indeed, suit the purposes which we discussed.
Based on his representations regarding the suitability of that model for my purposes, I ordered it. It was considerably more expensive than I had budgeted for an air conditioner, but I determined that the extra money would be well-spent for the comfort of knowing that (a) I was buying a high-quality model; and (b) it would provide backup heat in the event we needed it. I relied on Sylvane's representative's advice in making this decision.
Unfortunately, Sylvane's representative did not inform me that the heat pump in the Friedrich model I was considering is only effective when the outside temperature is above 37 degrees Fahrenheit. Nothing on Sylvane's website informed me of this either. Had I known of this limitation, I would not have paid $1,200 for a model with a feature I would never use. Here in Massachusetts, the time when I would need extra heating is always below 37 degrees. Instead, I would have purchased a Friedrich model like the model US08D10C, which Sylvane lists at $599.
It is clear that Sylvane misinformed me about the product I purchased. Buried in the owner's manual in a small paragraph on page 40 is the following statement: "if your unit is a 115 volt model (YS), it is designed for use in warmer climates and does not have an electrical heat feature, and will not provide adequate heat below 37 degrees F." There is no way I could have known this until I tried to use the unit to heat and, when it did not provide any, read through the entire manual and found this small but essential piece of information.
I demanded that Sylvane refund the difference between the model I purchased and the model I would have purchased had I been made aware of the unsuitability of the purchased model for its intended application. I calculated this difference to be $600.00. Sylvane offered me $50.
Sylvane sold me a product that was unsuited for its intended use and they need to do the responsible thing and fix this. I am very disappointed; I thought I was in good hands. Sylvane states that one of the reasons to do business with it is their expert advice: "Our product experts strive to give you personalized guidance and trustworthy service. Count on our experts to also give you tailored sales advice..." That is exactly what I did. Their motto is "Better Air Begins With Knowledge." The irony under these circumstances is not lost on me.
