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  • There is *nothing* worse than your furnace going out when it's fifteen degrees outside. And even worse, realizing it was out on a Friday afternoon when the temperature outside is less than 15 degrees, a winter storm is bearing down on you and your house is steadily dropping in temperature (it made it down to 48 degrees inside the house). We called Len's who is our regular furnace/AC company and despite terrible road conditions, apparent problems with other customers, and a very long day, Mike made it to our house (but not up our driveway) around 9 pm. The prognosis was not good but here's what I appreciated: 1) He was very straightforward about what he knew and didn't know 2) He was very straightforward about time frames and options 3) He was very patient and thorough 4) His office gave him the option of going home, and he was the only technician still out doing calls because of the weather. He chose to keep working because people didn't have heat. Now, the cost was high. The house call was $225 dollars due to being after hours. He had a part that would potentially fix it but that was going to be another $700. We chose to think about that versus a new furnace and call in the morning. After a cold night and early morning, running space heaters all over the house, we decided to get the part in and take more time to consider the replacement at a time when the furnace wouldn't be an absolute necessity. He came back Saturday in the afternoon and replaced the electronics, and we have heat. Total cost was right around $1000. Len's has always been our furnace and a/c company. They have been honest and ethical throughout our dealings with them. It sounds expensive (it was) but if there is anything we learned from this experience, it is what we take for granted. And we have a new appreciation for our pioneer forebears, too. Some reviewers seem to think that there is a bias toward replacement of the whole furnace. We did not experience that - we felt no pressure to buy a new furnace, although the repair was about 1/3 what a new furnace would have cost. We had a great experience with Len's and they will continue to be our go-to furnace and A/C guys.
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