Our products are industry-proven – they’ve been in the industry for about 9 years – and are backed by our warranty which covers 1 year of full-unit replacement and 6 years of parts replacement (PTAC) and 1-year replacement (AC). Our ACs and PTACs are kept in stock all year so that we have them available when you need them and at an affordable price.

Warranty Center

Contractors who installed a unit

All Genuine Comfort PTAC units come with warranty parts and labour. This includes unit(s) purchased through Genuine Comfort and/or an authorized wholesaler.

This policy applies to units sold by Genuine Comfort and installed in multi-family homes, residential homes, and non-commercial buildings. The warranty policy will take effect from the date of the purchase transaction from the sales order to the contractor or wholesaler or on the date the installation took place. Warranty unit replacements within our 1-year replacement policy will only take place after determining the root cause of the issue through troubleshooting steps. For issues that take place after 1-year, Genuine Comfort will supply any parts required on the result of on-site troubleshooting up to 6 years from the purchase date. Contractors are responsible for the cost of labour associated with the installation and repair of units. This will include initial and subsequent diagnoses and installing parts and any subsequent visits that include labour.

Invoices

All invoices submitted to Genuine Comfort must include a breakdown of services and costs and must adhere to the maximum of $400.00. This includes diagnosis, troubleshooting, installing parts, repairs, etc. This value cannot exceed the total price of the unit before shipping and taxes.

Any services provided more than $400.00 must be pre-approved by Genuine Comfort. This includes a quote and written confirmation by Genuine Comfort that we agree to cover the cost of labour.

All invoices submitted to Genuine Comfort must be signed and dated by the contractor. In addition, provided additional information to complete their payment. This value cannot exceed the total price of the unit before shipping and taxes.

Any contractor found to be billing Genuine Comfort more than the agreed-upon maximum charge of $400.00 will be subject to disciplinary action, including termination of the contract.

Genuine Comfort reserves the right to review and update this policy at any time.

Genuine Comfort will be available for troubleshooting by phone from Monday to Friday between 9:00 am and 5:00 pm (EDT). Contractor/Installer will be required to schedule the time with the Genuine Comfort warranty department prior to going on-site.

* If inaccurate information is not provided, the warranty may be voided. * All documentation must include company letterhead and be legitimate. * Genuine Comfort does not sell any of its products directly to homeowners. Our products are available for purchase through a certified contractor or authorized wholesaler. *