Need advice on broken air conditioning situation

[Anonymous]

I purchased a new central air conditioner a year ago from a company I've used before and has a good reputation. It broke on Friday. To the company's credit, they came out the same day. However, the compressor is dead. They said they'd get a new one today to install.

I suffered through the hot weekend. I just called and they said the manufacturer (Lennox) has the part back ordered for two weeks. They are trying another route, but my fear is it's not getting fixed for that long if I don't do something. Should I insist they install a whole new air conditioner? It's under warranty. How do I get them to do something so I'm not dealing for this through July? Also, if there's that big a need for compressors, does that mean a lot of them are going bad?

The ironic thing is I replaced the 26-year-old working air conditioner last year specifically to avoid having to deal with something like this. Today is beautiful, but we know that's not going to last.

[Anonymous]

Anonymous wrote:I purchased a new central air conditioner a year ago from a company I've used before and has a good reputation. It broke on Friday. To the company's credit, they came out the same day. However, the compressor is dead. They said they'd get a new one today to install.

I suffered through the hot weekend. I just called and they said the manufacturer (Lennox) has the part back ordered for two weeks. They are trying another route, but my fear is it's not getting fixed for that long if I don't do something. Should I insist they install a whole new air conditioner? It's under warranty. How do I get them to do something so I'm not dealing for this through July? Also, if there's that big a need for compressors, does that mean a lot of them are going bad?

The ironic thing is I replaced the 26-year-old working air conditioner last year specifically to avoid having to deal with something like this. Today is beautiful, but we know that's not going to last.

It's great they came out the same day, and the part being backordered for two weeks is not too surprising, but ugh, the timing stinks.

I'd be as persistent as possible, and might strongly suggest they try to get one from another local company rather than wait on the manufacturer. You could also call around to other companies to find out if they have the part available. I'm guessing the installer won't be willing to replace the entire air conditioner at this stage.

Having bought a home in the past year, it's been a shock at how long every repair is taking and how many repairs have been necessary on brand-new appliances. It seems to be just the state of things, unfortunately.

If you're in need of excellent fans (these particular Vornados are amazing and not too pricey). You might also want to get a portable dehumidifier to help with comfort levels and prevent mildew if that's likely.

Good luck!!

[Anonymous]

Wow. That truly sucks. PP is correct on the right moves.

[Anonymous]

Keep calling and insist on them fixing it ASAP.

Sorry this happened to you! But it’s one more datapoint in my theory that you should never replace anything in a house unless it’s actually broken or you want an upgrade. When we bought 12 years ago conventional wisdom was that we needed to replace the hot water system, boiler and roof because they were really old. 12 years later they are all still going strong with just a few repairs as needed ….

[Anonymous]

OP here. I just called the HVAC company again and got nowhere. I was only told it would take two weeks and they knew nothing else yet. I asked if they could provide window units and the woman there said I could buy my own.

So I insisted that a manager call me back. We'll see. I had been able to borrow a portable air conditioner for my bedroom for last weekend. It vents out the window and is crazy noisy, but it works. But that isn't a solution for at least two more weeks, especially since I work at home and there is no office I could go to even if I wanted.

I feel like my only recourse is leaving scathing reviews of the company, which till now had been very good and has a zillion reviews praising them.

[Anonymous]

A brand new Lennox unit should not break within a year. I’d worry that you got a lemon. If it’s under warranty try to push for a replacement.

[Anonymous]

OP-what you want is the AC company to come out and fix/repair/replace whatever the problem is and when they leave you want the AC to be working. After all you have a warranty on the product.

The reality is that’s not going to happen. When they have the part to fix your unit, they will come out. They have no control over the timing needed to get the part in stock. They will not be giving you a brand new unit because you don’t want to wait 2 weeks. The warranty covers the replacement parts and labor for installing. It does not cover inconvenience wgich is what this is.

Sometimes life just happens and you have to deal. The company does not deserve a scathing review because they cannot get a part from the manufacturer as fast as you want.

[Anonymous]

Anonymous wrote:

Anonymous wrote:I purchased a new central air conditioner a year ago from a company I've used before and has a good reputation. It broke on Friday. To the company's credit, they came out the same day. However, the compressor is dead. They said they'd get a new one today to install.

I suffered through the hot weekend. I just called and they said the manufacturer (Lennox) has the part back ordered for two weeks. They are trying another route, but my fear is it's not getting fixed for that long if I don't do something. Should I insist they install a whole new air conditioner? It's under warranty. How do I get them to do something so I'm not dealing for this through July? Also, if there's that big a need for compressors, does that mean a lot of them are going bad?

The ironic thing is I replaced the 26-year-old working air conditioner last year specifically to avoid having to deal with something like this. Today is beautiful, but we know that's not going to last.

It's great they came out the same day, and the part being backordered for two weeks is not too surprising, but ugh, the timing stinks.

I'd be as persistent as possible, and might strongly suggest they try to get one from another local company rather than wait on the manufacturer. You could also call around to other companies to find out if they have the part available. I'm guessing the installer won't be willing to replace the entire air conditioner at this stage.

Having bought a home in the past year, it's been a shock at how long every repair is taking and how many repairs have been necessary on brand-new appliances. It seems to be just the state of things, unfortunately.

If you're in need of excellent fans (these particular Vornados are amazing and not too pricey). You might also want to get a portable dehumidifier to help with comfort levels and prevent mildew if that's likely.

Good luck!!

Get a dehumidifier asap. Last thing you want to deal with is mold

[Anonymous]

This is why the split air conditioners - like they have in europe - are in fact a better value for small houses than these enormous systems we have here.

[Anonymous]

From an HVAC contractor:

Unfortunately you and your contractor are at the mercy of the manufacturer and their distributor regarding part availability. This summer is honestly the worst we have seen and it doesn't seem like there's a manufacturer that's not struggling (we install Carrier/Trane/Mitsubishi and its a lot of the same situation). Its worth calling Lennox consumer affairs and opening a case with them. Its manufacturer dependent but they typically will authorize a unit replacement if a warranty party isn't available in X amount of days. I would also reach back out to your contractor to see if they have any window units available (its what we do in this situation).

[Anonymous]

Buy a couple portable room ACs ASAP. These things sell out very quickly in summer. Also the dehumidifiers.

[Anonymous]

Anonymous wrote:From an HVAC contractor:

Unfortunately you and your contractor are at the mercy of the manufacturer and their distributor regarding part availability. This summer is honestly the worst we have seen and it doesn't seem like there's a manufacturer that's not struggling (we install Carrier/Trane/Mitsubishi and its a lot of the same situation). Its worth calling Lennox consumer affairs and opening a case with them. Its manufacturer dependent but they typically will authorize a unit replacement if a warranty party isn't available in X amount of days. I would also reach back out to your contractor to see if they have any window units available (its what we do in this situation).

OP here. Thanks for your perspective. I can try Lennox.

The HVAC company, which has really good reviews and I've used before without problems, is no help whatsoever. I can't get past the woman who answers the phone. She basically barked at me yesterday "I told you it would take two weeks." I asked if they could provide window units and she told me to buy one myself. I asked to talk to a manager and never got a a call back. This is really frustrating. I'm ready to switch to your company in the future!

[Anonymous]

Anonymous wrote:

Anonymous wrote:From an HVAC contractor:

Unfortunately you and your contractor are at the mercy of the manufacturer and their distributor regarding part availability. This summer is honestly the worst we have seen and it doesn't seem like there's a manufacturer that's not struggling (we install Carrier/Trane/Mitsubishi and its a lot of the same situation). Its worth calling Lennox consumer affairs and opening a case with them. Its manufacturer dependent but they typically will authorize a unit replacement if a warranty party isn't available in X amount of days. I would also reach back out to your contractor to see if they have any window units available (its what we do in this situation).

OP here. Thanks for your perspective. I can try Lennox.

The HVAC company, which has really good reviews and I've used before without problems, is no help whatsoever. I can't get past the woman who answers the phone. She basically barked at me yesterday "I told you it would take two weeks." I asked if they could provide window units and she told me to buy one myself. I asked to talk to a manager and never got a a call back. This is really frustrating. I'm ready to switch to your company in the future!

Honesty I wouldn't be too hard on them; they are just are frustrated as you are and they really can't do more than keep checking in with Lennox. Its unprecedented, prior to this year I might have 1 or 2 repairs a year that had a part that took more than 5 days to source. I have about a dozen customers waiting on blower motors now that have to be OEM and the factory can't even give us a lead time.

[Anonymous]

Anonymous wrote:

Anonymous wrote:

Anonymous wrote:From an HVAC contractor:

Unfortunately you and your contractor are at the mercy of the manufacturer and their distributor regarding part availability. This summer is honestly the worst we have seen and it doesn't seem like there's a manufacturer that's not struggling (we install Carrier/Trane/Mitsubishi and its a lot of the same situation). Its worth calling Lennox consumer affairs and opening a case with them. Its manufacturer dependent but they typically will authorize a unit replacement if a warranty party isn't available in X amount of days. I would also reach back out to your contractor to see if they have any window units available (its what we do in this situation).

OP here. Thanks for your perspective. I can try Lennox.

The HVAC company, which has really good reviews and I've used before without problems, is no help whatsoever. I can't get past the woman who answers the phone. She basically barked at me yesterday "I told you it would take two weeks." I asked if they could provide window units and she told me to buy one myself. I asked to talk to a manager and never got a a call back. This is really frustrating. I'm ready to switch to your company in the future!

Honesty I wouldn't be too hard on them; they are just are frustrated as you are and they really can't do more than keep checking in with Lennox. Its unprecedented, prior to this year I might have 1 or 2 repairs a year that had a part that took more than 5 days to source. I have about a dozen customers waiting on blower motors now that have to be OEM and the factory can't even give us a lead time.

wait, seriously?? how is that acceptable to have customers just SOL on blower motors in the peak of the summer? Lennox is supposedly a good company, too. That's really inexcusable for them to not have supplies available.

[Anonymous]

Anonymous wrote:

Anonymous wrote:From an HVAC contractor:

Unfortunately you and your contractor are at the mercy of the manufacturer and their distributor regarding part availability. This summer is honestly the worst we have seen and it doesn't seem like there's a manufacturer that's not struggling (we install Carrier/Trane/Mitsubishi and its a lot of the same situation). Its worth calling Lennox consumer affairs and opening a case with them. Its manufacturer dependent but they typically will authorize a unit replacement if a warranty party isn't available in X amount of days. I would also reach back out to your contractor to see if they have any window units available (its what we do in this situation).

OP here. Thanks for your perspective. I can try Lennox.

The HVAC company, which has really good reviews and I've used before without problems, is no help whatsoever. I can't get past the woman who answers the phone. She basically barked at me yesterday "I told you it would take two weeks." I asked if they could provide window units and she told me to buy one myself. I asked to talk to a manager and never got a a call back. This is really frustrating. I'm ready to switch to your company in the future!

You are being unreasonable. She can’t make the part appear.