The gist; a claim that the furnace needed to be replaced - it did not. The good; they show up on time and respond. For the third year in a row, 24 hr once again had a technician claim there was something wrong with the furnace that could not be fixed and we should go with a new one. The other two years they had a part or re-checked, I suspect only after I pointed out if there was something wrong, I will call someone else for another opinion. Nonetheless, the first two years they fixed any issues. During this 3rd visit, the tech. scoured the whole furnace with a "fine tooth comb," stuck a camera inside, and went outside to the vent to smell for exhaust. I appreciated the lengthy review, but became suspicious by little comments the tech kept making. He cautioned me that there were small cracks forming inside the furnace and touched the duct work, commenting on the excessive heat that was being produced. He also stated that our older 96% efficient furnace appears to have dropped to 60% efficiency, yes, he said 60%. All signs that the furnace was failing, but not enough he told me that he would be forced to shut it down... lucky me. Based on this he commented that the annual plan had to be cancelled immediately on this furnace. Also, all his cautions were BS and proven to be BS when I had 3 other contractors come in to diagnose and give an estimate on a new furnace. Not one of the 3 recommended replacement, but gave an estimate anyway that was far lower than the 24 hr techs non-binding ball park amount (he admitted he was not sales). Only after each of the other companies were done did I mention what 24 hr said. All were professional and made comments on the specifics of the furnace, but no comments on 24 hr. I appreciated the professionalism. The duct was too hot, but not because of the furnace failing and the issue ended up being fixed. The supposed cracks were not cracks and could be seen by taking the back panel off. Looking up close was not possible without taking a big part of the furnace apart, according to the 24 hr tech, but dis-proven when another company popped the back off and pointed out 1, how clean it was, and 2 that there were no cracks and even a camera would have told the tech that there were no cracks forming. 24 hr may have been using a scare tactic, I don't know. All from other companies laughed at the claim (only one literally chuckled) that efficiency dropped to 60%. It was retested and it was lower than 96%, but still pretty close. A failing switch was also found to be the reason the furnace would shut off prematurely, not that the whole unit was failing. Out of the 3 years 24 hr has come out for the annual maintenance, they have come up with something that the furnace was failing and needed to be replaced now. Each time it was something different. Talking to others we were told 24 hr techs get some kind of bonus or commission for each sales rep that makes a sale. We were also told they get a little bit if the sale rep comes, even if no sale is made. If true, this is a huge conflict of interest and should be looked into. If it's false, then a lot of people in the seem to think otherwise and this should be cleared up. Regardless, a friend up North was given similar BS all seemingly to make a sale. They didn't fall for it, called someone else to check, did not need to replace anything, and dumped 24 hr and their annual plan immediately. Ever since Alliant got rid of their 24/7 maintenance and warranty program on October 1, 2011, I wonder if the former Pavlik Brothers out of Milton did this to generate sales, even if not necessary. They bought Alliant's contracts and have greatly expanded. I was told they had no interest in buying (for cheap) Alliant's vast inventory of parts. I would suggest that others call another company for a second opinion. Don't tell them what 24 hr said, just let do their own diagnosis first, then if there is disagreement, bring up up 24 hrs assessment to make sure something was not missed. Even if your furnace needs to be shut down for an emergency, call another company immediately, they will have an emergency response and yes, you'll pay for it. Better yet, don't wait for you maintenance check until it gets cold. Do it now. We will not use 24 hr, Pavlik, or any name they may use. I found 3 great companies and have gone with one of them for my needs. A year later, and the furnace that had to be replaced immediately ran all winter long with no issues. Many times I have contemplated reporting all of this to the State's consumer protection agency (WI DATCP). Maybe they have an investigator that can pose as a homeowner and find no issue or bust 24 hr if they are indeed a predatory company. The BBB will just report my claim, get a response from the company, rate it as resolved, then move on, if you can find the right company on their horrible website. To the company that may read this, you'll know who we are and may recall my phone call. If you are knowingly doing wrong, then you deserve bad karma. If you're an upstanding company, you may need new techs that know what they are talking about and stop appearing that they are tying to sell something. They are not sales and should not act like it.