Grace Xie in Edmonton

I had a new furnace installed 3 days ago--- Dec. 22. First the HVAC technician Bob came and told me I needed a new one. Very nice, informative and helped me to get the sales person Chris and 3 heaters for overnight. I checked online review and figured they are good. So I did not shop around and wanted to get all done for Christmas. The next day two gentlemen (Drew and sorry I forgot his name) came right on time and finished their work on time. They are very professional, neat, and ensured me I will have a great X'mas in my new house. Things turned sour on X'mas Eve. I felt the house was cold but did not realize the furnace was NOT working. Plus I started to have friends coming over. X'mas morning, super cold. the inside temperature showed 10 degree. I realized the furnace is not working. I phoned local number and was transferred to customer care center. I was told a tech will come between 8 am to 1 pm. The outside temp of Edmonton is -20 and inside is 10. I think it should be a emergency--what if there is gas leaking. At the meantime I needed to go to work. I called a number from one of the paper left for me. Manager 780-xxx-4703. He said "oh I am opening the X'mas gifts with kids and what you want me to do"--impatient. I apologized for calling him this time and hope he can send someone sooner. He said he will call me back. On the way to work I called him again. Again he was still opening gifts and asked me where I get his number. I can see he was very upset. Excuse me it is my fault to call you at YOUR X'mas time and it is not a problem if my house is cold and have people staying inside and maybe in potential danger. I have tears in my eyes........ I work at a hospital pharmacy and I told my co-workers what happened. None of them think this is appropriate nor professional. Happy ending: someone came around 9 am and fixed it. It is some parts "incorrect wired". Mistake happens but not poor customer service. My lesson: next time shop around and do not rush in some important decision.