NOR-CAL HEATING & AIR COND

This company values pretend things over real things. What do I mean by that? Let me explain. My furnace stopped working and contacted NorCal Heating and A/C through my home warranty company. They gave me an appointment that was more than a week away, explaining that they were very busy. When the tech arrived he diagnosed the problem was a non-working ignition system and a broken pilot assembly. These parts needed to be ordered but couldn't be ordered until they got approval from the home warranty company. The warranty company was dragging its feet so I called to ask NorCal Heating and Air if they would order the part if I would pay for it if the warranty company weaseled out of it. They dogmatically refused to do so because the couldn't order a part while it was in Pending status with the warranty company. That was several days ago. So I have to wait for the warranty company to make a decision, THEN they can order the part, and once it comes in THEN they can schedule an appointment which would likely be more than a week out from whenever that happens. But they won't order the part now under any circumstances, nor will they schedule the repair until the part is in physically in their hands. When I appealed to the fact that it's cold I am told that "There's a lot of people without heat. I've got people who are out of the hospital and they don't have heat either. You can't expect special treatment over the poor people who are sick do you?" Of course not, but I don't think the fact that you're not helping people is something to brag about and doesn't change my situation one bit. The reality is the furnace isn't working and won't work without a couple parts being ordered. The reality is that it's December and it's cold. The reality is that I've been without heat for a week and if I continued to use Norcal Heating and Air I can expect to be without heat through the middle of January. Why? Because the pretend concept of "Pending status" means everything to them. They value the pretend over the real and I'm going someplace else for help. Hopefully, they'll use reality as a gauge for their business.