Company Response: Tammy, I certainly can understand the frustration of expecting something to be fully covered under warranty and then to be surprised with a bill. The installation invoice from when we initially installed your furnace and thermostat was that the furnace had a 10 Year Parts & Labor warranty, and the thermostat had a 5 Year Parts, 1 Year Labor warranty.

We replaced the thermostat and covered the warranty for you 6 months after it expired because we were trying to be helpful for you (in 2019). Now with it having issues again we are at 3.4 (or so) years since installation, so labor coverage is not a thing on your thermostat.

In regards to us not telling you... we just see you have newer equipment. We do not have the specific details in front of us when we are talking to you. We have the ability to deep dive if we need to, but from what you were describing it was most likely an issue with the thermostat. Our primary goal in the office is to get people taken care of, and this summer has been very busy for our team here.

We had to send a technician out to verify this and when he did find it was a failed thermostat and not something a factory reset will fix, we had to charge for our time and trip. The thermostat is covered ($199 value), you just had to pay the trip and the time ($122.33) which I think is pretty reasonable considering.

I really feel this 2-star overall rating is unfair. I just spoke with you this morning about setting up the visit for today, and our tech worked quick to get that fixed, saving you even more.

-Dan Christensen