Arash in Ottawa

We purchased a Carrier high efficiency Infinity 98 furnace from Francis Fuels. Alex, the son of the owner, sold us the Furnace and told us that we should pay extra to have a 100k BTU furnace as it has a stronger blower (our house is around 2700 Sqf) although the previous furnace was an 80k BTU. As we used Lowes contacts to purchase the Furnace, we were promised by Alex that we will receive a gift card and extra air milles (Lowes told us that this was not true and we never received any of that). Installers came and installed the new furnace a few weeks later. It was one of the messiest install ever. When they started the furnace, it was so noisy that they had to stop the furnace and they realized that there was a hand full of bolts and screws inside the blower. The installer removed a few of them and told us that it didn’t matter if there were some left inside the blower. I had to insist to make them remove all bolts and screws from the blower. To this date, I don’t know how this much bolt and screws could have fell inside the blower and I’m sure that some of the component inside of the furnace are lose. When they tested the Furnace, the CFM of the furnace was actually lower than the one that we had before. Because of the way the job was done and the fact that the furnace that was sold to us (which was actually less powerful than what was promised), I did not sign the work sheet and called the company. They gave me Alex’s phone number. I called him several time and he never called back. Weeks after when we started the furnace for heat, smell of fumes started to be felt in all our rooms and in the furnace room. It is as the fumes of the burned gas get in to the air ducts. Our son who has major allergies has trouble sleeping and has major reactions to the smell and we all get headaches at the end of the day or in the middle of the night. We called the company that told us to turn off the furnace (and it was -5 outside) for an entire day until they sent us a technician. The technician came in and stayed for 40 min. Said that he didn’t find anything and left telling us that the file will be transferred to the supervisor, M. Racine. For a week, we were waiting for his call (he never did). In my life, I’ve purchased 4 furnaces from different companies and have never experienced such a bad service and such a lack of professionalism. I still believe that the installation or the unit has major issues. We have to open windows in the middle of the winter to remove the smell of burned gas in our house. We do not recommand this company to anyone. They have unprofessional, inexperienced installers. They close their offices at 4 pm and have the worst customer services.