Vicki D in Calgary

We purchased a furnace from Clearview 10 years ago because of their reputation for excellent customer service. It appears things have changed...Buyer Beware. I called Clearview on Friday at 8am because my furnace stopped working the night before. The agent took my info and said someone would be over later in the day. They called back at 2pm to say nobody would be able to come until Monday or Tuesday. This felt wrong on a couple levels - a) they could have indicated at 8am that a service call was not likely that day and I could have found another repair option (the temp was 0ish and I was going to have to go 3-4 more days without heat) and b)because I was a previous customer with warranty work, I would expect quicker service. On Monday a repair person came over. I had all the original paper work out as per their direction and very quickly he guessed the issue was a faulty gas valve - a $1200 + fix. He said that because we had not followed the warranty specifications of having the furnace serviced and maintained by Clearview every year since purchase the warranty was void (we have had it serviced - not every year, but regularly just not by Clearview). He was quick to point out the spot on the warranty fine print that stated this stipulation - I can't argue that it is really there. But it felt very underhanded and shady that this super important point is not made salient to the customer when that is exactly WHY we (and I am sure many others) bought from Clearview in the first place. The repair person then suggested we preform a diagnostic at the very least ($210 I think he said it was!). I was clear in letting him know that Clearview would NOT be getting any more of our money. There is NO WAY I would trust them. He also said that it is possible that the issue is not the gas valve and that some compressed air might fix the problem if our burners are dirty....this is a drastically cheaper fix than the $1200+ quoted. One other piece of this that really irks me.....When I called to book, they could have let me know right away that we would not be covered for warranty purposes. They could see in the system whether we had used their services over the past 10 years.....just coming to my house netted them $70. And resulted in us having to live in an unheated house for 4 days. It feels so dishonest. It feels like I had to pay them $70 to be taken advantage of and to be cold. Again....buyer beware. Update - Clearview called me to discuss my review and my discontent. The person who called was lovely and understanding. The warranty is still voided but they at least agreed to return the charges for the service call.