This post started as a response to the thread about failures of warranties to cover actual repair costs. My post was so long, I figured I should start a new thread.... When I was going through the process of selecting an installer for my geothermal system, I learned that I would receive a 10 year parts and labor warranty from WaterFurnace. It was supposed to be one of the best in the business. WaterFurnace seemed to have a good reputation. When you hear that you are receiving a 10 years parts and labor warranty - by what is supposed to be one of the best in the industry - you think you are covered. With WaterFurnace, that is hardly the case. The evaporator coil in my Waterfurnace failed after about two years of service. After the part failed, I found out that it would cost me nearly $900 to have the unit repaired. In the middle of the winter, what was I to do? I asked the installer to move forward with getting my heater up and running again as soon as possible. I contacted WaterFurnace and was told that they have a labor allowance. She claimed that the labor allowance is based on industry standard rates and industry standard time to complete the repair. She asked if they sent me the warranty information AFTER the product was purchased/installed/registered. My first thought was - so much for being able to consider the value of the warranty when selecting a manufacturer/installer. Reading through the "Warranty Certificate", I see the following language "Applicable labor and/or refrigerant allowances will be in accordance with published WFI rate schedules corresponding to the original date of shipment of the Product from WFI." I have since tried to find these published rates on the internet, but have not located them. Perhaps someone else would have more success than I. I called WaterFurnace to discuss the labor allowance. The comments from the WaterFurnace representative surprised me on two levels. Although the representative advised that the labor allowance was based upon industry-wide hourly rates and industry-wide times to complete the repair, the representative's response quickly turned to the suggestion that I find a different WaterFurnace dealer to do the repair. There really was no effort to justify the labor allowance. The representative volunteered that some installers quote a low price for the Geo sale up-front, in an attempt to get the sale. She advised that these dealers will often charge extra for the repair. Other installers, she advised, charge more up-front and then are more able (or willing) to accept the labor allowance as payment in full. That's hardly a statement that gives me any assurance that she thinks the labor allowance is sufficient. It all rolled off her tongue rather quickly. In any event, she was quick to distance WaterFurnace from the dealer in general - even a GeoPro dealer. I was also surprised with how quickly she threw the dealer/installer "under the bus." My installer is a WaterFurnace GeoPro. I have a high amount of respect for the knowledge and abilities of my dealer. That apparently means little to nothing to this particular representative. I asked her about approved GeoPro dealer/installers and she told me more than once that this designation is given to dealers solely based upon the volume of purchases from WaterFurnace. I told her that I thought there was more to the GeoPro designation, but she repeated that there is not. This was disappointing to hear. In any event, the representative stuck with her recommendation that I find another installer to do the repair. Course, I don't understand how I would have been able to do so, as the premise of her theory was that I needed to have paid more upfront for the install - essentially requiring me to pre-pay at least a portion of the repair cost. Since I apparently didn't do so, according to her theory, how would I do that now? Would another WaterFurnace installer, that I didn't use for the original install (and, by definition, didn't charge extra for "warranty" repairs) be willing to apparently take a loss on my repair? It's January and I needed the unit to work. One of the big things that I learned from reading on this and other forums is that a knowledgeable installer is very important. Do I really bail on my dealer/installer because WaterFurnace has such an insufficient warranty? Note that I didn't "go cheap" on the geo. Indeed, there was another geothermal dealer/installer who would have charged me MUCH less. Not getting anywhere with the lady referenced above, I asked to speak with David W., although I don't know his exact title, I understand that he's the head of customer service. I left a message on his voice mail the week before last. He has not bothered to return my call. As I said above, the part that failed in my WaterFurnace was the evaporator coil. It lasted two years. $900 is certainly a big dent in any savings achieved. WaterFurnace is well aware of the issues with their coils. There are threads on various forums confirming that this has been happening for years. Over time, there seems to have been various theories as to the cause. As of a year ago, WaterFurnace was on one website blaming indoor air quality. Comments are made that this is an industry wide problem. That may be true, but to me this is a WaterFurnace problem. It appears that I paid a good bit more than WaterFurnace for the labor repairs to my geothermal. From what I understand, WaterFurnace at some point started to coat the coil, then later decided to double coat the coil. It sounds like the actual coating might have changed at some point. I understand that they are now washing the coils before shipping them out. I obviously don't know when my coil was built in the process, except that my unit was ordered during the 4th quarter of 2009. I don't have a thorough understanding of the entire process. I do understand that WaterFurnace disputes that the coils are defective. I don't understand how the coil can fail within two years and not be considered defective (especially with the apparent number of coil failures). I would appreciate hearing from any other WaterFurnace owners who have had issues with their coils. I heard that WaterFurnace may be willing to take the coil back for testing, in order to bring a claim against the actual manufacturer that the coil was defective. If WaterFurnace receives any money back from the manufacturer, they will provide that to the consumer. I'm not sure what to think of this as the one WF rep that I spoke with repeatedly told me that there were no options for me other than the labor allowance. When I directly asked about the testing option, one rep. agreed it was an option. However, if WF has issues with the manufacturer, that should be between WF and the other company, not me. Has anyone returned their coil to WaterFurnace to have it tested? If so, did you ever receive any funds in return? Has anyone had their labor fully covered by WaterFurnace? Have any of the installers on here had an instance where WaterFurnace paid more than the paltry labor allowance? Has anyone received any information as to how WaterFurnace believes that the repair/replacement can be completed within the labor allowance? I have not seen one post where an professional indicated as such. Is it possible? I'm really concerned that the coil will continue to fail, as I've read about that happening to others. Sorry for the long post. I'm a bit frustrated.