ML from Edmonton

Here is a summary of our experience with this company. Salesman visits in late August and provides a quote for installation of 2 furnaces and an on-demand water heater. Made a second appointment with the salesman about one month later and he did not show up and did not call. Received a call from customer service and rescheduled the appointment but no apology or explanation for missed appointment was given. Salesman did show up for the rebooked appointment and despite this warning sign I decided to go ahead with the work. The day before the installation is to start The Furnace Company duct cleaners arrive at 4 pm and remove a basement window. I arrive home at 5 pm and the duct cleaners are packing up and attempting to put the basement window and screen back in and in the process break one of the glass panes. To their credit they showed me the broken window and called their manager who instructed them to take the window to Crystal Glass and get it repaired. Next day two tradesmen arrive and start installing the two furnaces and the water heater completing the job at about 2:30 pm the following day. That evening I notice that a lot of water is running from the humidifiers into the drain continuously. I adjust the humidity controls and their appeared to be a problem with the way they are wired and how the water flow was adjusted. I call customer service at The Furnace Company and they refer me to the tradesman who installed the furnaces who calls me back. I explain the problem to him and mention that I had read the operating instructions for the humidifiers and that in the instructions they state that the “water flow is determined by an orifice in each humidifier”. He told me had never read the instructions and that the water flow should be controlled by adjusting the saddle valves. He then told me he could not come back to our house to check out the problem that day and that I should call in and book a service call. I called in and arranged a service call for two weeks later. The following week I called customer service to inquire if our window had been repaired yet and was told that it was not ready yet. I asked that when it was repaired that it be brought back and left on our front step since I did not want the duct cleaners to reinstall it. I also asked to speak to a manager in charge of our installation and was told that the manager who was in charge but that he was out of the office. I left a message and was told I would receive a call from him. Service tech arrives on time and finds that the humidifiers were wired incorrectly and the water flow was not adjusted correctly. He spent just over an hour rewiring the humidifiers. Before leaving he reviewed humidifier operation with me and explained that the humidifier installed on the main floor furnace was wired into the furnace but that the humidifier for the other furnace (basement and second floor) was not. He told me he would talk with his manager about this issue and would be recommending that the necessary modifications to the wiring be made to allow this humidifier to be controlled by the furnace as well. I have sent two follow up emails regarding all of these issues and have never received a phone call or an email back from anyone at the company. I eventually did get the repaired window but I had to call back in to customer service and the window was returned to us about one month after they broke it. I don’t know why we have received such terrible customer service but based on our experience I would not recommend them to anyone.