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Review content:
Their salespeople and staff are courteous and professional, and their quotes for new systems were competitive with others we obtained. They also did a good job of offering several options for our home at different price points. They did a good job with the installation, but there have been several surprises which have not been pleasant. We will not call them for *any* of our future HVAC needs, nor would we recommend them to anyone else.
First, we chose a system with a SEER 15 rating to get the federal tax credit of $1500. On the day of the installation, the technicians showed up with the new equipment, only to say they couldn't install the system due to our basement being finished with a drywall ceiling, and our deck, which spans the width of our townhouse (we had chosen a 95% efficient furnace which required a new PVC vent line to be installed, similar to what you use to vent your dryer). They did manage to get a new base-level system and do the complete installation that day, but we were disappointed to have to take a step down in the system we wanted (although it did save us some up-front cost).
The real negative to this purchase in our experience has been the warranty coverage, which wasn't explained sufficiently to us in any way. In summary, it's great the first year (you'll pay nothing at all for any repair), but becomes a minimum of $255 for any warranty repair after that if you do not have a Morvent's ""Club Membership.""
Our story...
We had a refrigerant leak about 16 months after the system was installed; I could it hear hissing from the coil part of the air handler. I figured the system was still under warranty, as it says ""10 Year Full Parts Warranty"" and ""5 Year Full Labor Warranty"" on our order form, so I called and scheduled an appointment (the dispatcher makes no mention of cost at the time of scheduling). The technician shows up and says there is a $99 diagnostic fee just to look at the system, at which point he finds the leak in about two minutes. He then tells me the unit isn't under warranty and the cost of the repair is an additional $398. Or, I can renew my annual Gold Club Membership for an additional $276 which will cover the repair, but the diagnostic fee is not covered. I ask about the warranty and he tells me even if it is covered, there is a $156 warranty claim submission fee.
I call the main office the next morning to get more details, only to be told the 10-Year and 5-Year warranties I mentioned above are the manufacturer warranties, and that the repair I need somehow isn't covered by them (???). After some fighting, Morvent's calls the manufacturer and says it can be covered under warranty, but I still have to pay $156 (in addition to the $99 diagnostic fee) and that's the best they can do. We were never given any paperwork which discussed these details of the warranty. Extremely disappointing. Skip the Morvent's franchised operations and find a reputable family-owned business that actually stands behind their product and offers a legitimate warranty that isn't misleading.
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