Last January our 20 year old furnace was giving off a strange smell so we called Direct Energy to send a service technician out. Within a few minutes of his arrival our furnace was “red tagged”. For those of you that aren’t familiar with the term it means that they have shut down your furnace as it is dangerous to operate unless repaired or replaced. In our case we had a cracked heat exchanger – so replacement was the only option. As luck would have it the temperature was -20 and it was the coldest stretch of the entire season. Direct Energy sent a sales rep over to discuss our options. He quoted us on the top of the line (and the most expensive) high efficiency system so we could qualify for all of the available rebates at that time. As the deadline for the rebates was 3 days away he basically told us we had to make a decision on the spot. Not only that but he could not guarantee an installation for at least 5 days. (Again it was -20, and the deep freeze was forecast to continue for several days). This all happened so fast that we wanted to make sure we weren’t being hustled. We had to think fast and didn’t anticipate this major expense. I contacted a friend who knew an HVAC person to see if he could come over and give us a second opinion.
Gary came to our home around 7:30 that evening after a long day of servicing his existing clients. Before discussing anything he came to the door with a couple of portable heaters. He looked at the furnace and confirmed that the heat exchanger was cracked and that we needed a new furnace. He explained our options to us very thoroughly, answered our questions, and quoted us on a system that was nearly 40% less! Not only that he would be back to install the system on Saturday (this was Thursday night). The Direct Energy rep was at our home for 20 minutes. Gary was extremely generous with his time and spent almost 2 hours with us and it was late in the evening. He earned our trust and we agreed to move forward with his proposal.
Saturday morning Gary and his crew arrived. They removed the old furnace and installed the new system. It was more of a customized installation and it took most of the day to complete. We were so relieved that this ordeal was over! Gary had to return the following Tuesday to put some finishing touches on the job. We have been very happy with our new furnace and extremely satisfied with Gary’s service. We were in a very difficult situation and his responsiveness, knowledge, and experience saved the day. It is abundantly clear that he cares about his clients. I would be more than happy to refer anyone in need of HVAC service to see him. Thanks again Gary!! Keep up the great work!!
- Company Response
Thanks Chris! This is awesome :)