I would give them zero stars if I could…read more
I purchased a new furnace from Gary & Sons in the fall of 2024. I knew I was overpaying at $7800 for their bottom of the line furnace, but I was drawn in by their promise of excellent service. I bought their maintenance program which is supposed to get me a discount on parts and priority service scheduling. In Feb 2026, we had a power surge that took out our furnace. It wasn't covered under their warranty due to the power surge. Frustrating, but certainly understandable. Gary & Sons came out to diagnose it same day (Friday). The repair tech installed a control board that immediately shorted out again, and he determined it also needed a blower motor. Those needed to be ordered, which were supposed to be overnighted (Saturday). I heard nothing from them on Saturday, so I called again and was told the parts didn't get ordered until Saturday, and they were expected Monday. No word from them Monday until I called to check what the status was in the afternoon. I was told they should arrive Tuesday. I was only then told the repair would be $1809.67. Prior to this point I had not been given an estimate. I asked for a breakdown by parts and labor and was denied. My request to speak with a supervisor was also denied. I was told other customers have asked for a breakdown of parts and labor and it has never been honored, which seems like an odd practice given they claim members are supposed to get a 15% discount on parts. By looking at repair parts online, I estimated parts to be around $800-900, so the balance was labor. The $68 member discount on my estimate didn't seem to jive with their advertised discount, but again, how could I resolve this when I wasn't allowed to talk to anyone else? I was also sent an invoice for $688 for the original diagnostic service call and control board that the tech replaced and immediately shorted out. So all said and done, Gary & Sons wanted $2,497.67 to fix my brand new furnace. When parts did arrive Tuesday around 3pm, I asked for them to be installed same day since again I was supposed to get priority scheduling and Gary & Sons advertises 24x7 emergency service. "No" again.
On March 27, I called to address the past due invoice of $688. Harry returned my call, and asked what I thought was fair to settle the outstanding invoice. I told him I was happy to pay for the diagnostic service visit, but not for the control board the technician shorted. He claimed that I wouldn't have been charged for 2 control boards if I had done the repair with them. That was impossible to know given the $2500 in invoices and quotes and their refusal to let me speak to a supervisor. He said the diagnostic call should have been $608 (they hadn't discounted the parts), and he needed $300 to call it complete. Given their tech ruined the board, and we were talking about a furnace I just paid $7800 for that seemed a bit outrageous. However, to be done with Gary & Sons I am happy to oblige.
If you want to be overcharged at every turn and get lack-luster second-rate service, Gary & Sons is the company for you. Otherwise, there are lots of companies out there that will take far better care of you.
