Patricia in Halifax

Some people aren't happy unless they aren't happy...for privacy we will call this "Patricia in Halifax" simply "Karen".
(Please note that this reply was to the customers original review. After we replied they deleted most to take out details of what they did/said. We will leave our reply)

Karen called the personal cell phone of one of the installers (who wasn't on call) that she must have wrote down before/after/during the initial install 5+ years ago at 8:15ish on Saturday morning. She explained her furnace was not working and didn't understand why a furnace should be breaking down even though it was only 5 years old (actual install was older) and proceeded to explain her rational for the furnace purchase and how she didn't understand how this could be happening to her. Said furnace was not a brand currently serviced by Air Central but the installer felt for Karen and agreed to come out for a service call. At no time were there any innuendos nor inferences made as to the inappropriateness of Karen calling the installer directly nor was there any indication that Karen going on and on about how this furnace shouldn't be breaking down was actually bothersome. He simply agreed to come out.

Approximately 40 mins from Karen's call the installer arrived.

Upon arrival, Karen, not wearing a face mask and with no respect to current social distancing protocol (due to a recent worldwide pandemic) greeted installer at the door and escorted him to the furnace room. Installer did mention that the furnace brand Karen had wasn't one of the lines sold by Air Central any more and in the future, she would need to find a current dealer for warranty work but he was there as a courtesy to her and would repair her furnace for her. Once downstairs, Karen decided it would be appropriate to stand a couple feet from the installer and start again into how she didn't understand how a furnace could break down in only 5 years and it was really funny that her neighbor died and she went over there and they still had their old furnace and it was working and this furnace was supposed to be a great furnace when she bought it (meanwhile standing 2 feet away, no mask, no acceptable social distance)...at which time the installer stopped and said, "with all due respect, a furnace is a mechanical device. Whether or not you buy a 3, 4 or 5 thousand dollar furnace or you buy a 20, 30, 40 or 500 thousand dollar car, there are no guarantees you won't have a problem. Every car dealership has a service department no matter what the brand is." Then he said to Karen, "I usually don't answer my cell phone and come out if someone calls me directly...that's not how it's supposed to be done. But give me a few minutes and let me see what is going on here."

Karen apparently didn't like to be "told" anything as she then went off on how the installer gave her his number and told her to call him anytime she ever had a problem. Except this has never been the policy of Air Central. And has never been the policy of the installer. He didn't argue with her...just said "you need to give me a few minutes to see what's going on here". Karen stood there with an offended look on her face like she was shocked anyone would have the nerve to say anything to her and then turned and walked upstairs.

The furnace needed a gas valve and there is a current service bulletin out that certain generations of the control board are to be replaced when an older generation gas valve fails. This is to prevent future gas valve failures. After completion of service call, Karen was advised of the replaced parts and installer simply mentioned the value of the parts so that Karen knew what was replaced under warranty. If these parts were left until warranty had been expired it would have cost upwards of $1000. That's it. Nothing said how it was to be perceived as a favor to replace these parts.