Abbey Air Home Services by Enercare

We have had Abbey Air in a couple of times for tune-ups, generally we had a great experience - until we needed to replace the furnace. In our last tune-up this fall it was discovered that our furnace was putting out too much CO and the technician thought that there was an imminent risk of a hole forming that would allow CO into the house - so we made the decision to replace the unit rather than repair it. We had an agent in who walked around, looked at what needed to be done, gave his recommendations and explained their 100% satisfaction guarantee. He seemed nice and professional at the time. He wound up up-selling us on the package to get what he said would be a quieter A/C unit - at the time I was fine with this. However he failed to explain that this unit was almost twice the size of the one we were replacing which necessitated a number of changes to the location, installation and configuration of the unit which I would absolutely not have agreed to had I known - I would have opted for the smaller cheaper unit even if louder. I firmly believe that any changes to the current configuration of the unit should have been made clear to us before finalizing the sale. Furthermore there were a number of things with the furnace that were not completed in the manner he described (ie. the furnace air-intake being run outside that he explained to me was their preferred set up). When he returned to do the post install inspection I brought up all of these issues, he could not explain why the install deviated from what was agreed upon and he seemed genuinely surprised about the size and required changes to how the new A/C unit was configured vs the previous one. However, he said he would check on all of my concerns and get back to me. Two months later I still had not heard back form him, and as the weather started to get cold we noticed that the furnace humidifier was not working. I called and complained about a) not being followed up with regarding the concerns I had, and b) the humidifier not working after they had installed the furnace causing the air to become very dry. The person who answered took my concerns down, sent a technician out to look at the humidifier. The technician seemed cranky and didn't understand why he had been dispatched to look at such a minor issue when, as he said, a lot of other people don't have heat (despite this just being the time given by the person I spoke to on the phone). However, after a bit of troubleshooting he found the issue, apparently the install guys pulled a wire out of the humidifier while attaching to the the new furnace and had not checked to make sure everything was working together once they finished the install. So one issue resolved, however I am still waiting to hear back on the actual issues from the initial install and why things were done differently than initially described. After paying $10,000 for a new furnace all I want are my questions answered and concerns addressed about a few things that were not done. I don't think this is too unreasonable but everyone seems to need to get back to me and no one actually does. So much for their %100 satisfaction guarantee! If Abbey air had simply followed up with me like they said they would, I still wouldn't have been happy about the A/C unit, but I would be much happier about the process than I am now.