B and J Ottawa

Our furnace stopped working on a Tuesday in February. We called Francis Fuels and within an hour Dan came and fixed it enough to have heat again but told us there were some issues we had to deal with. We asked that one of their professionals take care of those issues which included ordering a new part for the furnace. Two days later the furnace stopped blowing warm air again. We phoned the company at 10:00 AM. We were assured that the part in question was on order and they would phone us when it came in. We phoned at least 5 times over the course of the day - each time telling the person that we are cold and asking when someone could fix the furnace enough for warm air again. Each person we talked to completely ignored the fact that we told them we were cold. Finally, mid afternoon when we phoned again (the third time at this point) we were told someone would come to get heat between 5 and 8:30. By 9:00 PM no one had come, still no one phoned with updates and then we phoned AGAIN at 9:00 PM we were told there were no notes about being cold. REALLY!!!!??? IT IS FEBRUARY IN CANADA. We were told someone would finally come which they did at 10:00 PM - a full 12 hours after the first phone call. We were further extremely upset to hear that the very kind technician was in our area all afternoon. We are still waiting to hear about when the part will come in and do that maintenance on the furnace. It feels like the people just told us what they thought we'd want to hear. We are very, very disappointed. We've had great service in the past - with extremely professional and kind technicians. We want satisfaction again and some compassion from your phone operators!!!!!