"First off thank you for originally purchasing the Angie's List big deal for cleaning your furnace. We were called out to perform a general maintenance on your existing furnace. On the first arrival we pointed out that your venting connector was rusted out and had been fixed with duct tape which is against code. Once we replaced that we did perform the GM. We found that your inducer motor had more than 4 large cracks, 1 that went from front to back and is very easy to see. When an inducer motor cracks it does become a safety hazard to everyone in the house. We have a company policy that we will not leave a furnace running that is not safe to operate. This is for the homeowners safety as well as liability for our company. We offered to replace it. If another company doesn't have a problem running an unsafe furnace that is between them and you, it will not happen at Brennan Heating. When we are called out to a house it is our job to perform the service but also our responsibility to point out any potential problems and to not leave an potential dangerous furnace running. I hope you understand. Thanks."

"I apologize everything did not go as smooth as it could have. We install a lot of Lennox furnaces but on occasion we might to come back to replace a part. In our opinion they are the best furnaces made but even a Lennox will have a problem from time to time. We do have a large service department and pride ourselves on being the most responsive company in our industry, our desire is make every customer extremely satisfied. I am confused on the furnace location comment. This house is a rental house of yours and price was your number 1 concern according to you. We can always move a furnace to a different location but that does take more time and materials which in turn will increase your purchase price like we discussed. If you would like a price on relocating your equipment please reach out to us, thank you."

"I am sorry for the confusion. We have been in business for decades and have never scheduled service calls in a 15 minute window. We have always given a 2 hour window and are very clear when setting appointments. Because of traffic and not knowing how long a service call will take we are forced to have these windows. I am sorry for the confusion and wish we could have a second chance but you did receive all of your money back. I was happy to see that we did arrive within our 2 hour window but I am sorry we were not able to perform the service you had pre-purchased. We always strive to have the best customer service in the business and will continue to work in that direction. Thanks."

"I apologize your experience with Brennan Heating was not what you hoped it would be. We have a large service department and work hard to satisfy all of our customers and potential customers. In our industry when it gets cold we obviously have a spike in phone calls and try our best to get to everyone. When the spike hits we have a policy to always take care of our customers first, meaning the people we have installed equipment for. We feel very strong about doing this because they have trusted us with installing their equipment and with that comes our desire to always take care of them even if that means evenings and weekends. I apologize that the company you hired to install your equipment wasn't there for you and I wish we had space on the day that you called. I hope you understand our position. We are always working with our staff on customer service and trying to satisfy everyone who calls but at some points during the year we are just overloaded and cannot get to everyone. Thanks you for reading my response."