It's hard to believe this company remains operational given their customer treatment. They claim to offer 24/7 service, which is misleading. In reality, they don’t schedule appointments until the following day, and obtaining parts or an estimated arrival time is nearly impossible. Here's a summary of my experience, as I documented everything in case legal action becomes necessary. On November 30th, I woke up to a non-functioning furnace and called the service early Sunday morning. The soonest they could send someone was Monday, December 1st, between 7-11 am. On December 1st, the technician diagnosed the issue, stating that the control board needed replacement due to error code E125. He mentioned that there were no parts available in Ottawa but some in Brampton, Ontario. On December 2nd, I contacted the service again to request an ETA for the part, explaining that I couldn’t work from home and that my house temperature was dropping to 15 degrees. I was transferred to a representative in parts who informed me that someone would be assigned to provide updates and would call me the next day (December 3rd) with more information. However, she didn’t provide an ETA or a direct contact number for this escalation. On the same day, I spent $303.96 on a large radiator heater and a portable heater for both the basement and upstairs, as I was doubtful they would resolve the issue soon. On December 3rd, I sought a second opinion from a local HVAC company, which assured me they could obtain the part by Friday or Monday. They also indicated that under my 5-year warranty, parts and labor might be covered, potentially saving me the $850. I called the service twice on December 3rd, and during one call, they hung up on me. I expressed my confusion as to why they couldn’t provide an ETA when another company could. I also mentioned my frustration about wasting $14.99 a month on an extended warranty for the furnace. I requested a reference number for my cancellation, and the representative quickly complied, likely due to their fatigue with my inquiries, and canceled the part that was supposedly on order. Who knows when it would have arrived? My hot water tank is also rented through the service, and I plan to either pay it off or have another company take over as soon as possible. It's baffling how this company continues to operate with a 1.4/5 rating, clearly indicating that I’m not alone in experiencing their poor service and dishonesty. I've also filed a complaint with the Better Business Bureau, which is currently investigating the matter.
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