Bill B

I bought a house 7 years ago from someone who completed a major remodeling project just before the sale. The remodeling included a new AC system from Snyder. At closing, he turned over the documents on the system, including the warranty information which included a 12-year parts warranty. I then contacted Snyder to see about adding a 12-year labor warranty a the suggestion of the seller. The person I spoke to (at Snyder) understood that I had just purchased the home from the person who had just contracted for the new system. Snyder was happy to take my money ($1290.00) for the warranty, assuring me I now had a 12-year parts and labor warranty. I then purchased the annual maintenance plan every year for the last 7 years, paying for the semi-annual servicing to keep the warranty in force. Recently, the system went down, and I called for service. The technician who came to the house told me that I needed a part for around $3000.00 and I did not have a parts warranty since I didn't purchase the system. I understand that the law does not require that warranties be transferrable, but I was assured I was covered under the circumstances in which mine was purchased. Unfortunately, I can't prove what was discussed verbally during a phone call 7 years ago. However, I would not have purchased a $1290.00 labor warranty had I been told that I did not have a parts warranty. I called Snyder and asked to speak with a manager to present my case. My call was not put through to a manager as I requested. Instead, I was told I could email my concerns to the "warranty manager". I exchanged emails 3 times with this person, each time asking to speak to anyone in management. My request to have my concerns heard by a member of management was denied four times - once verbally and three times by email. I then contacted another HVAC company on the recommendation of a friend. The problem was an evaporator coil, which was $1700.00 for the OEM part. The total repair was $3300.00 including parts, coolant and labor for a repair that should have been fully covered. I understand I have no legal recourse with Snyder. I just wanted to have the opportunity to be heard, but nobody cared. I have a new AC company now.

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