Fred Xu
Update: After further discussion and inspection, OutToday has agreed to replace the pump at no charge. While our initial experience was frustrating due to communication and how the situation was presented, we appreciate that the company ultimately stood behind the installation and is working with us on a resolution. Last year, our furnace stopped working and we called this company because their sticker was on our unit. The technician diagnosed a failed condensate pump and replaced it for approximately $1000. Fast forward one year — the pump began making extremely loud noises. Since the unit and labor should still be under warranty, we called them back. A different technician came out and initially claimed the outlet pipe was blocked (it was not — there was no visible obstruction, and no water in the pipe when we noticed the noise). After we asked him to inspect the pump itself, he opened it and found that the plastic impeller was completely shattered. We were then told the damage must have been caused by something from the furnace dropping into the pump, and we were pressured to replace the entire furnace. There was no debris inside the pump to support that claim. The technician even mentioned he had never seen this pump model before — despite it being installed by their company last year. When we called the manager to discuss the situation, we were told: “Don’t waste my time if you don’t want to go with our option.” We expected professional service but instead felt disappointed, dismissed, and pressured into a major furnace replacement without clear justification. We're sure this will be overwhelmed by all the 5 start reviews, but we cannot wholeheartedly recommend a company that refuses to stand behind its own installation and responds unprofessionally to customer concerns.
