Nathanael in Toronto

I recently spoke with one of your customer representatives over the phone to see "how far we're along we are to paying off the furnace" and she mentioned how we were on a monthly rental program that did not lead to owning the furnace. This is very concerning and upsetting because we thought we were paying off the furnace since the initial install date of December 2019. We were planning to buy out the furnace, and we have the screenshots and buyout addendum to prove it, but when we finally got in contact with a representative, we were told that our monthly payments were going directly to our furnace. Which is why we decided to "pay it off monthly" instead of buying out immediately. We were told by the sales rep, as well as, someone over the phone that we could pay off the furnace through the rental program. I am hoping that we can come to some sort of resolution to this because we've been paying nearly $100 a month for 3 years on what we thought would be going towards our $4400-5000 furnace. To hear that we have not even scratched that amount and only paying for "just in case it needs to be serviced" was alarming. The amount was also much higher than our original buy out agreement.