Warranty Coverage

Comanche · Jul 18, 2023

Back in 2015 I had my furnace and central AC replaced. Everything was ICP Heil. The condenser was model HCA948GKA. I made sure the installer registered the system to get the 10 year warranty. ICP sent me an email confirming registration. My furnace and water heater are oil so I have the installer back every year for cleaning and service.

The fan on the condenser stopped spinning. The compressor and furnace blower were still running. Service man was out today and said the controller card in the condenser had failed. He showed me, it was flashing the 45 card fault code. They ordered the part for installation later in the week. They said the circuit card is not covered, only the compressor and the two coils are covered under the 10 year warranty.

The warranty says:
10 year No Hassle Replacement limited warranty.
5 year parts limited warranty (including compressor and coil)
With timely registration, an additional 5 year parts limited warranty (including compressor and coil)

I assume "limited" means labor and Freon not included and they don't cover your stay at a hotel while you wait for a part. What puzzles me is that they twice say "Including compressor and coil", does that really mean ONLY the compressor and coils are covered? It doesn't add up.

comfortdoc · Jul 18, 2023

If registered all parts are covered for 10 years. Call Heil for clarification. If it is registered they can lookup by serial number.

pacnw · Jul 19, 2023

One of two possibilities, and let's hope it is the first one.

1) He just does not know it is all components.

2) He is being dishonest.

Bazooka Joe · Jul 19, 2023

I assume "limited" means labor and Freon not included.

Limited warranty typically means to the original registered owner. Meaning you have the 10 years, parts, coil and compressor warranty as your the original owner and registered your system, as an example if you sell your residence within the 10 years period the new owner does not get the remainder of the 10 years. It stops at five years, typically from startup date or date of manufacture. The manufacturer may add a month or two to the built date, as equipment is not sold and installed immediately after production.

Labor warranty is provided by the installing Contractor and typically it’s for one year, but can be more.

ss120396 · Jul 19, 2023

The warranty includes all parts for 10 years as long as you registered the unit, your service tech is simply wrong. Also, if the compressor fails within the 10 year warranty, they will replace the entire outdoor unit. But yes you're right, no coverage of labor or refrigerant costs - would have needed to buy an extended warranty to get that.

Bazooka Joe · Jul 19, 2023

You may want to recheck your No Hassle Warranty as at least the current lines say if outdoor coil leaks within the 1st 10 years you get a new unit and not a replacement coil also to go along with a new outdoor unit if compressor fails.

No Hassle Replacement™ Limited Warranty
The No Hassle Replacement limited warranty assures you of continued comfort. You get a replacement unit if a major component (the compressor, coil or heat exchanger) should fail during the coverage period. Ask your dealer for details.

The No Hassle Replacement™ limited warranty is matched to four mainline product groups:

10 Years – Top-of-the-line products
5 Years – Mid-tier products
1 or 3 Years – Standard-level products
NOTE: Entry-level products do not come with a No Hassle Replacement limited warranty.

pecmsg · Jul 19, 2023

Call a different contractor.

Comanche · Jul 19, 2023

I'm already in for the diagnostic charge and they just called and said they can install it tomorrow morning. I asked the question again about parts coverage and was told no. I'll speak to Heil and send some documentation to the owner. I'll let you know how it shakes out.

Bazooka Joe · Jul 19, 2023

I suppose if the circuit card as you describe it, is actually covered under the parts warranty, thinking don’t be surprised if this Contractor buries it in somewhere in the labor or something else, and they come back with another quote ( if they gave you a price already ) saying this or that.

Doesn’t sound like they want to deal with the warranty paperwork and the time ( time is money ) involved, especially if the card is a relatively minimal cost item for them to purchase and bury it in the price.

rundawg · Jul 19, 2023

Comanche said:
I'm already in for the diagnostic charge and they just called and said they can install it tomorrow morning. I asked the question again about parts coverage and was told no. I'll speak to Heil and send some documentation to the owner. I'll let you know how it shakes out.

Attached is the Warranty Information from 2015.

Read it carefully and ensure you meet all the requirements.

ss120396 · Jul 19, 2023

Did they actually run your serial number and check the warranty coverage, or are they just claiming that out of nowhere?

Comanche · Jul 21, 2023

rundawg said:
Attached is the Warranty Information from 2015.
Read it carefully and ensure you meet all the requirements.

This is the document that was originally provided. Everything is OK with the possible exception of #9 on pg 2, Annual Maintenance. The same company that is doing this service originally installed it and does the annual maintenance. I checked the invoices and they don't mention the AC, only the furnace and water heater. That could be a problem. Each year I call and request maintenance on their installed equipment.

ss120396 said:
Did they actually run your serial number and check the warranty coverage, or are they just claiming that out of nowhere?

They agree that the compressor and coils are covered for 10 years, but no other parts. The technician would not leave the controller card or contactor so maybe they are filing a warranty claim for themselves.

Comanche · Jul 21, 2023

The technician installed the controller board and the fan doesn't run. He said 4-5 board fault code is gone but there's a new fault code. I pointed him to the table that said 1 or 2 blinks is first or second stage cooling, not a fault code. He then told me he wanted to replace the pressure switch. I asked if the compressor is responding to the tstat, wouldn't that indicate it's probably not the pressure switch and he agreed. He then replaced the contactor "because the coil resistance was wiggling all around." Utter nonsense. After 2 hours he unscrewed the lines to his gauge (venting all the Freon from both lines) and decided the the fan motor needed replaced. The 5 wires to the motor confounded him but he seemed content with my explanation. I guess we're looking at a 3rd service call.

When a customer calls me and says the fan on the servo motor amplifier cabinet isn't spinning, the service tech takes a fan with him on the first visit, not the third. I realize customer descriptions are usually wrong but jeez, the initial call was compressor running, furnace blower running, condenser fan not running. It looks like the total will be a contactor, controller card, ECM fan motor and 5 hours of labor.

Bazooka Joe · Jul 21, 2023

They agree that the compressor and coils are covered for 10 years, but no other parts.

That’s nonsense, if they say all functioning parts are not covered, as contactors, fan motors, capacitor(s) gas valves, etc. are covered even on a basic 10 year manufacturers warranty ( once registered ) you just have an added bonus warranty ( new unit if compressor or outdoor coil fails within the 10 years ) labor chargeable as you don’t mention having a extended labor warranty.

pacnw · Jul 21, 2023

The OP is getting the run around by Chuck in a Truck or BillyBob or whatever other name you want to call the company.

Get someone competent as these guys are NOT!!

Plus, they are, at least from what you have posted, dishonest.

Warranty Coverage

Comanche

comfortdoc

pacnw

Bazooka Joe

ss120396

Bazooka Joe

pecmsg

Comanche

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rundawg

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