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Business Profile

Heating and Air Conditioning

J A Sauer Heating & Air Conditioning
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for J A Sauer Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see

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J A Sauer Heating & Air Conditioning has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:04/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The character limits for this field do not allow me to include enough relevant details. Please refer to attached letter titled "JA Sauer BBB Complaint 4-13-23" for details. There are additionally attached many relevant documents regarding this dispute that clearly define the requirements of JA Sauer to repair my furnace's secondary heat exchanger under warranty, including all parts and labor. The requirements of these documents are crystal clear - JA Sauer owes me a replacement secondary heat exchanger at no cost. This requirement is clearly defined by the original warranty document (attached), the requirements of a class-action lawsuit settlement (attached), the requirements of Carrier's "Important Warranty Information" document (attached), and the requirements of Carrier's technical bulletin *** ******* (attached) which was referenced in their "important warranty information" document. Please read all of these documents thoroughly before responding to this complaint.

      I will provide an abbreviated explanation below, in an attempt to meet the character limits of this field.

      I purchased my furnace, a ***** ********, from JA Sauer in 2010. This furnace was installed by JA Sauer. This purchase included a 20-year warranty on the primary and secondary heat exchanger. These warranties are attached and referenced numerous times in the attached documents with this complaint. The warranty (and several other documents) clearly states that an authorized dealer shall replace a failed secondary heat exchanger, including all parts and labor.

      JA Sauer diagnosed my failed secondary heat exchanger on 3/23/23, but has refused to replace it under warranty unless I also agree to pay them for unnecessary additional work at an excessive cost, which is a clear violation of the warranty. The written documents I've attached are extremely clear - the failed secondary heat exchanger shall be replaced including all parts and labor. Period.

      Business Response

      Date: 05/17/2023

      By way of background, it has been J.A. Sauer’s
      experience that when it is called out to replace a Carrier secondary heat
      exchanger, which requires it to essentially tear apart the entire furnace to
      get to the secondary heat exchanger, that there is often significant
      deterioration in the furnace and significant wear and tear on the primary heat
      exchanger.  J.A. Sauer has recommended to customers that while the
      furnace is torn apart, that it is prudent to also replace the primary heat
      exchanger (Not covered under warranty) to increase the expected life of the furnace.  In addition, parts that have deteriorated over
      time should also be replaced.  J.A. Sauer
      understands from its Carrier distributor, Standard Air and Light, that other
      authorized Carrier dealers have made this same realization and have recommended
      while the furnace is torn apart to make the additional repairs outlined above.  At this point, the customer threatened to sue which caused a less than desirable satiation and J.A. Sauer believes that it is in the best interest for both sides to part ways.  NOTE: The Carrier warranty work is allowed to be performed by ANY Carrier Factory Authorized Dealer in the local area.  J.A. Sauer Co has charged the customer a total of $89.00 for our services.  We are willing to fully refund the $89.00. 

    J A Sauer Heating & Air Conditioning is BBB Accredited.

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