Of the companies who offered emergency services, I was really impressed with Furnace Family because I was able to speak directly to a technician (not just a call center) who narrowed own what was going on over the phone and what most likely needed to be fixed, as well as alleviate some of the concerns I had after consulting Google to figure out what was wrong. It all started when my furnace decided to cause trouble on New Years Eve. TLDR: I had a great experience with Furnace Family from the start to finish of my furnace replacement. I am pleased with Furnace Family and will continue to be a loyal customer. I thought this was absolutely great customer service. Also I wanted to also commend Furnace Family for remembering that I needed a new air conditioner cover which I had phoned about a few months back. So far I have been very pleased with the thermostat and am glad I made the purchase in spite of the shock of the price. The warranty on the thermostat I believe is 15 years which is really good. The price was a bit of shock at first but I have both an air conditioner and high efficiency furnace that are Daikin. I called Furnace Family and a service technician came and told me that the thermostat was not working properly and that Daikin had come out with their own thermostat and APP that could be controlled via Smart Phone. I usually set my thermostat to 19.5 and I was getting readings of 23 even with open windows.
The temperature once the air conditioner was turned off for the season was unusually high even with windows open in our cool Calgary temperatures. My original smart thermostat that was installed by Williams HVAC which is now Furnace Family a few years back was not working properly this summer and fall. He had seen this sort of issue before, so he had some idea what it might be - identified it, fixed it, and was on route to the next issue within an hour! Finally my tenants have heat, and Im able to sleep knowing they are safe and the pipes won't freeze. The tech was respectful and very knowledgeable. The reception was very knowledgable and asked great questions to determine what had already been tried and tested. I only called them because Mr Google showed me they had great reviews. Finally, in desperation, I call Family Furnace. Now Im in a pickle - its day 2 of no heat, the tenants are getting very cold, and the furnace installer and the thermostat installer are playing Hot Potato. They say thermostat tests good, the problem is the furnace.
I call the AC install team who come late that evening to check the thermostat. He checks it out and decides it must be the thermostat which was upgraded by a different company when the AC was installed. I call the installer who agrees to go see first thing the next morning. Furnace is a new install less than 1 year old. Thermostat says its 16 degrees, and as its December in Edmonton, you know the temperature is going to drop quickly. Tenanted main floor suite, the tenants call to say no heat, and they cannot get the thermostat to work.