Furnace/Heat Pump Installation
On a routine service call I was told my heat exchanger had signs of stress and should be changed. Due to the age of the furnace it was suggested a new furnace be installed and to change the air conditioner as well as it was a similar age. Within hours someone was at my house selling me a new heat pump and furnace combo. The sales tactics were very high pressure. The heat pump rebate program required an audit of the house be done prior to work commencing. I was told it was okay to install the furnace in advance. Turns out this was a big mistake. The rebate program was cancelled suddenly before the audit was done. I had agreed to a new furnace and heat pump but only got the furnace. When I asked about the furnace only pricing all communication stopped. I asked for a separate price for the furnace on numerous occasions and got no answer. Months later a get a bloated invoice for the furnace. The cost they were asking for was excessive. I got a quote from a competitor to confirm my suspicion and I was right. They were asking crazy money for a low end furnace. I asked on multiple occasions for reasons why the price was so high. Again nobody would talk to me including the sales person, the customer service person and the owner. Eventually they charged my credit card for the amount in excess of the deposit without my permission. At no time was there an agreement on the pricing or even a discussion about it.
They have my money but will never get any future business from me. They were never upfront or honest with respect to the furnace pricing. I was taken advantage of due to the circumstances and they simply refused to talk to me.
Lessons learned. Get multiple prices. Don't be pressured into signing anything until you have multiple quotes. Be careful what you sign. I digitally signed that the furnace was installed but they took that as I agreed to any price they wanted for the furnace after the fact.
An extremely disappointing experience.
- Approximate cost of services:
- $6,800.00
- Company Response
Dear Kerry. Thank you for taking the time to share your experience. We deeply regret that you felt pressured during the sales process and disappointed with the communication and pricing concerns. This is not the level of service we strive to deliver, and we apologize for falling short of your expectations. We understand how important transparency and trust are, especially with major home investments like a furnace or heat pump. Your concerns about the pricing, the rebate program, and the unauthorized charge are very serious, and we want to address them promptly. Please reach out to Stephanie at 905-457-4425 so we can investigate your concerns thoroughly and work toward a resolution. Your feedback is invaluable in helping us improve, and we truly hope to make this right.