Great Dane HVAC

We regret that Mrs [redacted] did not understand the severity of the diagnosis Our technician diagnosed a compromised heat exchanger When you have a compromised heat exchanger that means that exhaust gases can leak out of the heat exchanger and be disbursed throughout the home Because there is a compromise there is always the risk of carbon monoxide No one can be certain if or when the furnace may produce CO CO is a colorless odorless gas than can threaten your health Therefore, when we encounter a compromised heat exchanger we must error on the side of caution and we must turn the service off to the furnace to protect the health of the occupants There is absolutely no such thing as a safe compromised heat exchanger I am certain if we would have left the furnace on and someone in the home would have gotten ill from the continued operation we would be having an entirely different conversation on how we left a compromised furnace running that threatened the health of a family memberOf course no one gets excited about facing the expense of fixing or replacing a furnace However, when a furnace typically reaches years or older, that is when heat exchangers begin to fail For a furnace that is approximately 26-years old it certainly is not surprising to find a compromise The furnace has exceeded the average lifespan When Great Dane shuts down a furnace for safety reasons we always offer the homeowner space heaters as a temporary solution until the problem is resolved.Respectfully, [redacted] ***Manager Great Dane Heating & Air Conditioning, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12625800, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
First of all, do not appreciate the insinuation that I was unable to understand the seriousness of a cracked heat exchanger. It is not rocket science. I had no EVIDENCE that it was cracked.  It was never a matter of my not understanding that it would be potentially dangerous to have a compromised heat exchanger. My complaint is primarily one of poor customer service and a lack of being prepared on the part of the technician. [redacted] was only downstairs a matter of minutes; he then came up and told me he had shut the furnace down because it could potentially be leaking carbon monoxide. He did not take a photo of the heat exchanger so that he could prove to me it was cracked. He did not have a carbon monoxide detector to test for carbon monoxide. Without coming back upstairs to talk to me, he cut my heat off in 18 degree weather and then had their salesman come out to attempt to sell me a $9500 HVAC system. I had two other companies come assess the furnace. Both had carbon monoxide detectors, and neither could identify a cracked heat exchanger. Absolutely nothing registered on the carbon monoxide detector. It is true that the furnace was more than 15 years old and needed replacing. I have replaced it with another company. Had Great Dane provided better service, I probably would have used their company. In the future, I suggest that technicians carry cameras and carbon monoxide detectors to prove what they say. I have serious doubts about the credibility and integrity of this company. My complaint is provided here to share my experience with other consumers so that they will be wary.
Regards,
[redacted]

We regret that Mrs. [redacted] did not understand the severity of the diagnosis.  Our technician diagnosed a compromised heat exchanger.  When you have a compromised heat exchanger that means that exhaust gases can leak out of the heat exchanger and be disbursed throughout the home. ...

Because there is a compromise there is always the risk of carbon monoxide.   No one can be certain if or when the furnace may produce CO.  CO is a colorless odorless gas than can threaten your health.  Therefore, when we encounter a compromised heat exchanger we must error on the side of caution and we must turn the service off to the furnace to protect the health of the occupants.  There is absolutely no such thing as a safe compromised heat exchanger.  I am certain if we would have left the furnace on and someone in the home would have gotten ill from the continued operation we would be having an entirely different conversation on how we left a compromised furnace running that threatened the health of a family member. Of course no one gets excited about facing the expense of fixing or replacing a furnace.  However, when a furnace typically reaches 15 years or older, that is when heat exchangers begin to fail.  For a furnace that is approximately 26-27 years old it certainly is not surprising to find a compromise.  The furnace has exceeded the average lifespan.  When Great Dane shuts down a furnace for safety reasons we always offer the homeowner space heaters as a temporary solution until the problem is resolved.Respectfully,[redacted]Manager Great Dane Heating & Air Conditioning, Inc.