The Furnace Room

Furnace Room is the HVAC contractor for Home Depot. We loved having the Home Depot guarantee. We bought a furnace (Trane XV95) and water heater (Giant). The salesperson Mike was good, though he did not do any proper measurements of the house to determine the size of furnace needed. Perhaps he has been in the business for so long that he can ballpark it. He actually recommended to go with a smaller BTU unit than what we had, and also smaller than other companies who gave us a quote. Overall, the sales was good.
The installation was decent, though not very good. We were promised by Mike that there would be a new pipe to get fresh air into the furnace, but the installer originally refused to do that because our basement was open and not finished, thus no need for outside air (even though outside fresh air will make the furnace burn more efficiently). It required phone calls to Mike in order to get the installer to finally put in the pipes.
Then there is the checking of the ducts, which Mike said the installer will do, as well as seal up any possible leaks. Well, the installer completely refuses to do that because that is not his job. Asking Mike was no use as well. That was disappointing. But given the price we paid, it will have to suffice.
As an aside, I also recommended to my parents to use Mike and they also installed the same furnace. However, that install resulted in small natural gas leak, which they did return to fix as soon as we discovered the leak. Potentially very dangerous, but they did come to fix it within hours of contacting them.
Fast forward to 2017 (3 years later), water heater stopped working and at the time of the sale, Mike had said he will extend the water heater warranty to 5 years labour and 10 years parts. Even though our contract stated there is 5 years labour and 10 years parts (as well as the original written quote), he is now saying the contract warranty is only for the furnace and that water heater labour warranty is only 1 year! So he wants us to pay for the labour for repair! These people are all talk when it comes to sales, and there is absolutely zero service! Buyer beware! If you do want to buy from The Furnace Room (even through Home Depot), better cross your fingers there is no defects! Because if there is, you absolutely will not be getting any warranty from them. They do not honour their warranty and promises! You are on your own and left out high and dry! What a big mistake in referring them to my parents!