The short history is that I chose Wackoffs to install my two heat pumps in 2020. It cost about $10,000 for two heat pumps and installation. I had a couple of capacitors go bad since then, and it's my fault I didn't just order spares and try those repairs myself, since they will cost either $500 each to repair or $50 if you DIY. But the real kicker was when the blower motor went. I figured it was the blower motor, after I watched all the YouTube videos I needed in order to successfully diagnose and replace the unit. I found the official replacement part online for about $500. But then I typed in my serial number on the Bryant website because a blower motor seems like it might be a warranty item. I could see that I had a 10-year warranty (it would have only been 5 without registration). With this information, I decided to try Waychoff's service once again. If it was under warranty, I figured, getting a skilled tech to do the job made sense.
When I called Waychoff's, I was told it was likely a warranty item and would probably be free if that was the case. I was cool with a $150 service charge or whatnot, but free was even better, so I made an appointment. When the tech got to my house, he confirmed that it was the blower motor. Then he tried to get people from the warehouse on the line to get the part, but they'd gone home for the day. No big deal, I thought. But since he couldn't contact anyone about my warranty status, he had me sign three options: free if I had one warranty, $1,000 if I had another warranty, and $2,000 if I had no warranty. He claimed he didn't know which warranty I had, but I knew from looking up my serial number that I at least had something through the manufacturer. I told him I hadn't paid extra for any other warranty, but he implied some customers get that better warranty even without paying, so I still had hope.
The next day, I set up another appointment. The same tech showed up again and did the work, never mentioning which warranty status I had. (Actually, the scheduler also did not mention this.)1.5 hours. He said I was all set, and I was ready to be pleasantly surprised, but then he said all I had to do was sign and pay the $1,000.
Really? $1,000 for less than two hours of work. Here's what the Bryant website says about this predatory behavior: "Even with the standard parts warranty, repair labor bills can range from $100 to $1000 or more." The charges, according to Bryant, can include: "labor, warranty processing fees, service call charges, etc."
Imagine taking your new car in to the dealership with a broken blower motor, only to pay 20% of the cost of a new car to get the car fixed. When I questioned the charge, I was told I could use another authorized repair place, but I'm sure it's a standard practice to stick it to anyone without an extended service contract.
Just think about how easy it is to sell new AC units when fixing ones out of warranty costs $2,000. Remember, I only paid $5,000 for a brand new unit installed, so if my heat pump was totally out of warranty at 5 or 10 years (depending on if it was registered), then it's hard to justify a repair that costs 40% of something brand new.
My impression is that manufacturers are fine with this scammy practice for the very fact I just related: instead of losing money sending out free blower motors for warranty repairs, they can make money on full system replacements with one of their new heat pumps. I bet I don't have the right to pull the blower motor out myself and request a new one, either, so that means authorized dealers are the only ones with the ability to assess the warranty repairs, and they sure aren't losing any money the way the scheme is set up.
Yes, I totally messed up by not forcing the company to give me a definitive price quote before the installation, but it's still quite dishonest for two employees to imply the repair could be free (because that's how most of us understand warranties). The second day, two employees had the chance to make amends and come clean, but I'm sure the policy is to avoid talking too much about price until the service is completed.
In the end, I am ok with what happened because I learned for the future. If I had gotten the estimate and said no, I probably would have still been out $200 for a service call and then $500 for the part, so $700 instead of $1000.
I'm sure I probably said no to an extended warranty at some point (they should have told me that was the case, since I was a returning customer). It probably included free cleanings and free warranty fixes for $50 a month per unit, so like $1200 a year. I guess I'm happier to be angry once after five years than once a month for five years. Unless it was only $20 a month per unit... I'm not really sure what it costs.
My advice:
1. Buy several capacitors for your heat pumps
2. Pour bleach (or vinegar/water) down drain tube once a month or at least when you change filters
3. Don't count on the manufacturer's warranty
4. Don't count on the company that installed your AC to be dedicated to keeping you as a customer once the installation is paid for
5. Always know the actual charges before you say yes, even if the company implies it might be free, because almost nothing is free
