Jenelle from Ajax

On Monday January 19 I called the 1-800 number located on the third page of my bill to inquire about service to my furnace that was not working. I was told that they would send someone out between 9am and 1pm the next day (Tuesday January 20). Also, at the time I was assured that my contract was covered for parts and labor. The technician (Zyril) arrived at my door at approx. 10:45am and preceded to work on my furnace. At approx.11:45am he informed me that my contract did not cover parts and labor and that I needed a new motor. He also informed me that the part would arrive that day and if I was not home, they would leave it outside my door. At that time I decided that I would go into work and have the part installed the next day. However, he informed me that someone would be back out that day to install it so I decided to stay home because he assured me that it would get done that day. At approx. 4:30pm, the part was delivered and I called the 1-800 number located on the work order the technician had given me, only to be told that no one would be out that day. I informed the female that I was not able to stay home the next day because I had already missed a whole day of work for nothing. Basically, the end result was that Direct Energy did not care that my house did not have any heat and that I have kids and an elderly person living with me. Had the technician told me it might be possible that someone might not be able to install it that night, I would have gone to work and taken time-off the next day to have the part installed. When a customer is promised a certain service, it is expected it to be fulfilled. I would also like to point out that I had another technician from another company go out and look at my furnace. The problem was not a $500 dollar motor (plus $160 dollar labor plus GST) but a $200 dollar socket board. I find this to be extremely dishonest and an outrage