Cambridge Heating and Cooling

I purchased an AC unit and Furnace for my home from this company. The process of purchasing the unit and installation were great except one key piece of information that was very important. Kevin was my sales person and he did a great job outlining the benefits of the unit that he was selling to me. He did mention that the products that I purchased came with a 10 year warranty but he did not mention that I needed to purchase maintenance from Cambridge for the duration of the warranty to keep it valid (10 Years). The cost of the yearly maintenance is $110+tax which could increase or decrease at any time. Even though on my contract it mentioned “No hidden fees” in writing from the sales person, there is fine print that gave the company the right to charge me anything for yearly maintenance or void my warranty. This was only brought to my attention when I recently had an issue with my furnace leaking gas into my house in the middle of winter. The gas company came to check out the situation and determined that it was leaking from my furnace. When I called Cambridge, though this was an emergency, they said they couldn’t get a technician to my house until the next day. I had to choice but to wait or pay much more for another company to come and fix the issue with my furnace. The next morning I get a call from Bill (customer service rep.) he mentioned that the technician would not be able to come on that day because the father of the company owner passed away. Though this was a tough situation for anyone to deal with and I do not know the relationship within the company, I do not understand why a technician needed to take a bereavement day off when the father of the company owner passed away. This was unacceptable to me as my family and I would have to make alternate arrangements since my furnace would be off for 2 days in the middle of winter. Eventually, a technician came and replaced the leaking part of the furnace. I’m thankful it was fixed and still covered under the warranty. This was the second time that I had to call for a technician to fix something on the furnace but it was the first time that they mentioned that there is a yearly maintenance that I need to purchase to keep my warranty valid. (Strange nobody mentioned it the first time). I wish I had a choice to which company I can use to do yearly maintenance on my equipment and keep my warranty valid. Its like they offered me a price, then sneak in the fact that over the next 10 years I need to pay them more money to keep my warranty. Next time I'm going to be sure to read the fine print and ask questions about the gray areas.