Complaint / review / scam report
Check your furnace warranties FIRST before agreeing to pay for any parts/labour. We just learned that we almost got scammed a third time on Direct Energy service call. Our furnance is about 11-12 yrs old but when it was 3 or 4 yrs old, we contacted Direct Energy for service. Apparently, water got into our circut board and had to be replaced. We were baffled as had no idea where water could have possibly come from. Then less than 2 yrs ago, we had to replace the blower because water had gotten into it -- again Direct Energy. On both occasions we expressed to Direct Energy that furnace was still pretty new, asked them for an explanation how water could have gotten into furnace when no water near it, but no satisfactory response. Just last week heat would come on but after few minutes, heat would turn off. Fan, blower, everything working just heat would go off too soon. Called Direct Energy who told us that heat exchanger had to be replaced and the other heat exchanger would have to also be replaced at cost of $800 for each plus labour and tax. He shut off the gas telling us too dangerous. Told us as so expensive to fix, recommended just buying new furnace and he would send someone over ... Direct Energy furnace salesman showed up very quickly. Recommended furnaces that were rated half the capacity as our house rated for, said we don't need such large furance, but my gut told me if I had to get new furance, it would be for what is recommended for my home. Thought I would get second opinion. Independant guy comes to the house, looks at furnace, says can you do without furnace until Monday? (We are lucky that have alternate emergency heat source - fireplace, baseboard and room heaters) Wants to check if parts covered under warranty first ...!!! Even after we told him that beyond 10 yrs and couldn't find any paperwork. He said heat exchanger could have limited warranty or lifetime and even if not covered under warranty, new one would be NO WHERE NEAR QUOTE BY DIRECT ENERGY. He took model and serial and low and behold, don't have to pay for parts ... labour only. But the really sad part is that turns out that first service guy, as well as second, from Direct Energy should have picked up on water issue ... apparently, anytime water on circut board or blower, suggests heat exchanger issue but turns out that in both previous instances, all parts & labour would have been covered under warranty!.. Even after we told service guys fairly new furance!!! So Direct Energy scamed us twice before but thank goodness for the little independant guy who not only saved us a bundle, but educated us on warranties and what to look for in future.
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