Two older gas furnaces in old house. Had great experiences with this company and reviewed them favourably.
Called them this time for a furnace issue that looked like a shot controller for the blower motor. Great service from the office, tech was competent and pleasant, confirmed diagnosis, recommended replace old furnace because original equipment manufacturer's new board was priced at over $600.
I wanted to defer replacement for a year or two, and do both units at once. So, I proposed getting a lower cost alternative board from a big specialist company that was explicitly cross-matched and had been used by countless installers in this product line for years. Got the green light from the office.
Service manager over-rode in favour of the original manufacturer's board after I purchased the new board. Cancellation of service call was last minute. Apparently some regulatory issues and liability worries.
Frustrating, and some lost time and hassles to get this done elsewhere. Hence a lower score for this encounter than others, but I still like the company and would still recommend them despite this irksome miscommunication.
- Approximate cost of services:
- Company Response
We are in trade and must follow the CAN/CSA B149 code that states that we must follow the manufacturers' instructions, otherwise, it is a code violation and we will get a warning and ticket from T.S.S.A. I totally understand what you said about White-Rogers' product and the chance of creating a problem is low. However, we have no choice. In the end, we will be the only person who takes responsibility if something happens. I apologized immensely for the miscommunication and for the inconvenience this has caused, we thank you for your understanding. All the best!