I have a Lenox XP20-024 heat pump upstairs in my home, installed June, 2019 with a 10 year warranty, and an iComfort S30 thermostat. The system is inspected every 6 months through a maintenance contract and has never had a problem. Two weeks ago I noticed water damage on the first floor ceiling under the heat pump. I went upstairs to investigate and found the pan underneath the heat pump was full of water. A technician came out and said the drain to the pan was clogged and so was the drain inside the unit(I think it's under the cooling coils). Apparently, they were clogged with insulation material, though I don't understand how that happened. In addition the float switch on the pan didn't work, so the system just kept running. And finally the thermostat wasn't connected to the internet, so I wasn't notified of the problem (and I think its supposed to notify the company as well). The technician, who was coincidentally coming out for a maintenance call two days later was great and worked for 3 1/2 hours to get it all clear. I really appreciate his hard work.
The company charged me $***, which included a 15% discount because of my maintenance contract, for a Level 3 fault location($***) and a new float switch ($***). They did not charge me for labor. I know that things break and sometimes unexpectedly, but this seems like 4 system failures (2 drainage systems, a float switch, and an internet connection) and I feel the company has some responsibility in this. They claim no responsibility in a text and have not responded to any of my calls, texts, or phone messages. As much as their lack or response angers me, I am not an expert in this area and don't know what's reasonable to expect. Before I go to the BBB and file a complaint, I'd appreciate opinions from any professionals who understand this equipment and what a homeowner can reasonably expect.
Thank you for helping me out with this.
Pricing is not allowed by forum rules, Please refrain from adding them to your posts.
The company charged me $***, which included a 15% discount because of my maintenance contract, for a Level 3 fault location($***) and a new float switch ($***). They did not charge me for labor. I know that things break and sometimes unexpectedly, but this seems like 4 system failures (2 drainage systems, a float switch, and an internet connection) and I feel the company has some responsibility in this. They claim no responsibility in a text and have not responded to any of my calls, texts, or phone messages. As much as their lack or response angers me, I am not an expert in this area and don't know what's reasonable to expect. Before I go to the BBB and file a complaint, I'd appreciate opinions from any professionals who understand this equipment and what a homeowner can reasonably expect.
Thank you for helping me out with this.
Pricing is not allowed by forum rules, Please refrain from adding them to your posts.
source https://hvac-talk.com/vbb/threads/2243721-Heatpump-problem-am-I-being-unreasonable?goto=newpost
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