At approximately 1 pm this past Saturday, November 23, 2013 (the first "coldest night" of the season), we discovered our furnace wasn't working. As we already had a maintenance contract for our furnace with Direct Energy, we gave them a call.
Their service technician was here shortly after 3 pm (they had told us between 2 pm & 6 pm). Unfortunately, it was discovered that our 25 year old furnace was "done". The heat exchanger was cracked (as verified to us by their internal camera). We were provided with a couple of space heaters (we already had three of our own, but they also left us with two) and arranged for their sales rep to come out. He was here by 5 pm.
Ken was here til almost 7 pm (again, on a Saturday night), explaining all our options. There was no pressure. He was very knowledgeable and thorough in his explanations, regarding both equipment and financing options. We decided to replace both the furnace and the central air (as it was also 25 years old). During the inspection it was noted that our rental hot water tank should also be replaced. Our installation appointment was set for first thing Monday morning.
After sleeping on our decision, we decided on Sunday to upgrade the furnace unit we had chosen. We called Ken (as he had given us all is contact details). He was back out SUNDAY to write up the new order.
At 9 am Monday, a crew of five technicians arrived. They worked away until about 4 pm. The crew was professional, courteous, tidy and skilled. We had other contractors in our home at the same time, and they co-ordinated with them regarding the timing of the water shut off. My husband, being a former HVAC technician, kept an eye on the progress and was very pleased. Because of the size of the job (furnace, air & HWT), two fellows returned on Tuesday to complete the air conditional hook-up; however, when they left Monday night we had plenty of heat and lots of hot water.
We were extremely satisfied with the high level and professionalism of service we received from all the people we encountered from Direct Energy this past weekend. We would not hesitate to recommend them.