Furnace Family Heating, Air Conditioning, Plumbing

ATCO the gas company sent someone to start my pilot light. He recommended that the thermocouple and coil be replaced so I phoned Furnace Family (owned by ATCO) to replace it. The tech did and inspection, consulted with his boss, and said due to the age of the furnace they couldn’t do any repairs (even though this was a matter of replacing a $10 part), due to liability. I’m a lawyer and liability would be covered if they wrote on the invoice “recommend replacing the furnace with a new one” and replaced the thermocouple. Therefore I’m giving them one star even though the tech was friendly and courteous.

My furnace stopped working on Sunday and I called the Family Furnace and Channeler came to us without a pause and he used his professional skills to diagnose the furnace problem and ping pong out the failure quickly and booked a appointment on Monday with the needed control board. He has done a great job to install the new board and made the furnace working again. I really impressed and appreciate what Chandler did in the whole process to trouble shooting and fixing the issue, also his professionalism in the work! Well done !

I've used furnace family on multiple occasions for 2 different houses. All of their employees have been great to work with, and are very thorough. They did a great job walking me through the work being done, and provided detailed reports with photos and descriptions on the inspection result. No pressure to buy into subscriptions or maintenance plans like other furnace companies. Price was great too. Definitely recommend for annual furnace maintenance and inspections.

From furnace inspection on January 13 to installation of new furnace on January 21, 2025 was impressed by all of the technicians and the sales agent who came to my home. Furnace inspection showed some major problems and I decided to replace the furnace. Sales agent was here on 14 January, contract was signed. He helped me put in place financing and by the 21st I had a brand new furnace. Communication with all of the technician’s was easy. They were all great people to deal with, knowledgeable and friendly. I was very happy with the care they took when hauling equipment and tools in and out of the basement. They cleaned everything, covered the access holes and explained the new system. Would highly recommend this company. Thanks for stellar service.

Horrible experience so far. We had our furnace replaced on November 21 to replace a 20 year old unit that never caused any issues, along with the humidifier. They wired the thermostat incorrectly. The humidifier was connected to the furnace, so whenever the furnace called for heat, it also called for humidity. We had humidity levels over 55% for three weeks until they finally decided to send someone last week. Before that, they said they would come today (December 23) and recommended turning off the humidifier — which we had already done. During those three weeks, the humidity never dropped below 55%. The condensation on the windows was excessive, with water droplets accumulating and dripping onto the hardwood floor. We had to wipe the windows and floors every two hours. After sending emails with photos — which they never replied to — and pushing for them to take responsibility for the damage, they told us yesterday that their bosses were on holidays and wouldn’t be able to respond. We said that we haven’t been able to take any holidays because we’ve been dealing with this. Two hours later, they called back only to tell us to contact our home insurance company, and then their company would contact ours. What? We also asked to have our thermostat back, and they said they would not make any changes until after the insurance companies talk. This has caused us a lot of stress, frustration, and time spent constantly wiping up water, and now we will have to deal with insurance because of their mistake. I will never use this company again and would never recommend their services. Also, ATCO home services should validate the experience and service quality of the companies they use and recommend.