BBB Business Review

BBB Accredited Business since 01/10/1979

Fagnan's Furnace Service

Phone: (403) 272-0443Fax: (403) 235-07845025 23 Ave SE, CalgaryAB T2B 2J7 Send email to Fagnan's Furnace Service

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BBB Accreditation

A BBB Accredited Business since 01/10/1979

BBB has determined that Fagnan's Furnace Service meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Fagnan's Furnace Service's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

3 Customer Reviews Customer Reviews on Fagnan's Furnace Service

Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 3 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
07/18/2016Guarantee / Warranty Issues | Read Complaint Details
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Complaint
I purchase a Furnace and AC unit from this company in July 2015, when the builder attempt to test the AC unit it was leaking.
On July 15/2016 I purchase a Furnace and AC unit from Fagnan's Furnace Service. I went to purchase a Furnace but purchase an AC unit for my brother also because the package deal was cost effective. The Owner *** was very nice and offered to deliver the product to my house in Calgary. Fast forward to 6 months later at installation of the Goodman AC Unit and a leak was found in the cooling system of the unit. I went back to ******'s Furnace service and explain what happen to the owner and what procedure are necessary to fix the issue. Around December 2016 myself and the owner agreed that we will revisit the issue in spring because winter was approaching and it's pointless to do anything now.
Fast forward to march 2016 I went back to Fagnan's Furnace Service to schedule the spring service on the Goodman AC unit. At that point I learn that the owner was away sick and the manager **** was not available and I needed to come back to explain to the manager my plight for service. On May 24/2016 I went back to Fagnan's Furnace to seek answers to my service request. I was told by the service personnel to leave my information and someone will get back to me. I explain to the receptionist that I purchase the Furnace for my house and the AC unit for my brother. I have been in touch with Goodman the maker of the AC unit. They said the seller of the AC unit (Fagnan's Furnace) needs to initiate the claim process in order for Goodman to fix the unit because it's under warranty.
On June 15/2015 I went back to Fagnan's Furnace because I haven't heard back from anyone. I was put in touch with the current Manager ****, said he was sorry for my inconvenience and ask me to come to his office. Before we made it to his office we were interrupted by a core worker who ask to speak to him immediately. She used the excuse that she needed something from the back and needed his help. This is the same core-worker who assured me she was working on the matter and will get back to me several months prior. Through the duck work system and the porous nature of the building I heard the co-worker saying the following:
"This guy is a fraud and people of his ethnicity are always trying to get things done for free. Done listen to him. There is nothing he can do because he does not have a receipt to show. It's unfortunate that my ethnicity was being used to denied me service".
Once **** returned from speaking with the co-worker I told him I heard the conversation and that inappropriate for a worker to be referring to my ethnicity to denied me service. He distances himself from her and said he will do his best to provide the service. He also said he was sorry I heard what she said and said he will deal with her. I do not believe him, because during the conversation with the co-worker he never told her to stop the racial talk, instead he told her I will get to the bottom of it. I procced outside and give **** a copy of my ID, Licence and law enforcement credentials to show him I am not a fraud and simply request service for the product I purchase. **** said he does not need any paperwork and will follow-up with me by end of day, as usual he did not. I remember paying by debit card so I went to TD Bank and after 45 minutes they five me a receipt showing that the purchase was made on July 16/2016. I went back to Fagnan's Furnace but I was told everyone is busy and no one is available to see me.

Desired Settlement
I want the unit repair or replaced.

Business Response
To Mr. **** ******* case # *******

As per your letter to The Better Business Bureau: With a copy mailed to our office dated June 17/16 and received on June 24/16.

******'s Furnace Service Company, employees people from different ethnicities, gender, and physical abilities. As well as ******'s Furnace has serviced the Calgary community for the past 40+ years without prejudices to any person or persons that we meet or do business with.

I apologize for any miss understanding that you have explained in your letter to the Better Business Bureau while at ******'s Furnace Service.

As per your visits to Fagnan's Furnace Service, you were asked by our office staff for a receipt for your purchases, as we could not find any documentation of an Air conditioner or a furnace sold under your name. As well the date or days when the purchase was made was un clear, only giving us approximately time of the summer of 2015. During the conversation you were able to give us the model number and serial number for the furnace you had purchased : Serial# *********. Model# *************

We sent the furnace information to our supplier and the documentation that we received back was that, the Furnace was not registered to you. The documentation shows that was installed by others in Edmonton on Sept 10/15. The unit registration documentation was completed by and registered to the same owner in Edmonton Alberta. Registration ID#: **********

We were not able to find any documentation on the Air Conditioner. On June 15/16 a phone message from ****, was left with our receptionist with the information with model number ********* and serial number *********** of an Air conditioner.
We checked with the manufacture: The documentation we have received back shows the Air conditioning unit was registered but not to you. As well as it shows it was registered and installed on August 8/15. The address of the installation is not given.

We were able to consult with our retired owner and he did remember the sale for a furnace and an Air-conditioner as a supply only sale in the summer of 2015. Our office staff attempted to call you with the phone number that you left. A message was left on June 17/16 at 9:30 am and a message on June 20/16 to a lady that answered the phone and assured us that she would pass the message on to you.

The message was: That our owner has requested that you bring the Air conditioner back to Fagnan's Furnace Service for our Technician to pressurize the system to see if we can diagnose the leak or submit the unit to our Supplier" Goodman" requesting : A warranty for parts required for repair.

Again, I apologize for any miss understanding, and request that the Air conditioner be returned to ******'s Furnace for a diagnosis of damage.

Please contact me at the numbers below to coordinate this service.

Sincerely,
****** *********
*** *** ****


Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
First, off I would rather you apologize rather then give the political statement on race. I heard your staff describe me using ethical description that was not ********. Secondly, I drop off a copy of the receipt the same day to the receptionist. It was a copy of my bank statement showing the purchase was made from my account. Thirdly, I came in with my brother to make the purchase, I told the owner the Air conditioner is going to Edmonton and furnace is staying in Calgary. I find it convenient now that he is saying it was a supply only purchase. He said he will warranty the purchase for parts and labor for 10 years. He advise us to fill out the warrant in Edmonton because that's where the AC will be.
The Air condition is registered to our Edmonton address, we have rental property at that location and I explain that to you guys before.

Personally I don't trust nothing you guys say. A message was left at my house to call the manager and I did on June 18/2016 @2:10 Pm. The receptionist said she will pass *** message to **** and he will call me back.

I don't care that your staff were using racial discrimination towards me, what bothered me is that I spent $2400 plus dollars less than a year ago on a product and now I cant get it service. The owner knew it was a business purchase for our Edmonton property. He said the unit can be service any place in *******. what also bother me is that your staff apologize for the female comment and said he wouldn't use that language but now you lead off with same lame political excuse.

I personally drop of a copy of my bank statement showing the deposit for the Ac Unit and I am happy to do that again. I will have the unit drop of at your location, personally I rather not be their based on my last experience. The unit will be drooped of within 25 days because it at our Edmonton property. I would like that matter remain open until you attend to the issue or its resolved.

Complainant.

07/09/2015Problems with Product / Service | Read Complaint Details
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Complaint
Dear BBB,

I am writing you this afternoon as formal complaint against Fagnan's Furnace Service Ltd. as I had a serious issue here at my home, ************ Rd SW with one of their ******* Infinity 90 units (This furnace was installed Oct 22, 2012).

Long story short, February 12th I called into 3-1-1 as I, my fiancée and friends smelled, what we thought was, natural gas around our house. The Fire Dept. was dispatched and to everyone's surprise, our furnace exhaust was the culprit and we had over 1,500ppm of CO2 coming from our home! After the fireman left, **** gas showed up and examined the situation and turns out we had 10-12ppm of CO2 in the house. We then were referred to **** from ********************* on an emergency call and he examined our furnace. He said we had a bad heat exchanger and that there were other problems. He turned off the gas and we were left without heat for the night. In between this all, I phoned the Fagnan's main line and no answer and I did not leave a message as I was in a total panic trying to get someone to assist us with our terrible emergency situation.

The next morning ******** determined that there was a serious health concern and we had to have your aforementioned furnace ripped out and a new ******* furnace installed. This cost us $5,500+GST and the emergency service call fee.

My fiancée and I are new homeowners and she is a first time homeowner and this absolutely suffocated us (almost, quite literally). We have pets in our home, too and were just beside ourselves, not to mention left for vacation the afternoon of Feb 13th. The furnace install took all day and we were on edge and beyond stressed going into our trip, having to leave while the guys were still working and arrange our family to check on our home and the progress.

***** ******** from ******** was great and took many pictures for us of the unit and mentioned that the horizontally mounted furnace should have had a vertically installed condensation trap/valve and it wasn't. What happened was that gas and water mixed together and rusted out the heat exchanger (please see attached photos from ***** for further consideration). The fresh air intake was not functioning and the unit recycled air within itself and inside to heat our home. This was a simple but costly mistake and was BEYOND a headache to us and hurt us, financially.

I wrote to *** ****** looking to work something out with you, as we are out of pocket over $6,000. I had read his history, and that of his company's and he seems like a very professional, high-integrity member of our Calgary community as well as in the furnace industry. I wanted to work out something with him/******'s to be compensated for this overlooked matter and botched install. There is no way that after 2.5 years that this should have happened and the results could have been fatal to my family and myself.

We have the old unit under the house in the basement and were dismantled by ******** for the purposes of picture taking and diagnosis. I asked *** if we could discuss a refund and compensation related to service calls, etc. *** eventually phoned me back and it was a disappointing phone call and was extremely accusatory in his tone with me. He mentioned that I should go back to ******** and ask for a refund for the installation of the ******* furnace as the previous ******* was under warranty and the techs should have known this based on a serial # lookup/furnace information. *** offered to put in a new ******* furnace for me as the one we have had 10 years parts and labour warranty on it. He said the one sitting with the rusted out heat exchanger still has 5 years on it.

I wrote back ****** ****** of ******** Home Comfort notifying her that I had gone back to *** ****** of ******'s furnace and he personally called me back regarding the email and photos I sent him about the situation which took place at my residence on February 12. ****** then involved ***** ******* of ******** and made him aware of the run-around and situation as it still stands. ***** wrote me back and was kind, but left me with no other choice but to pursue this with ******'s and offered his help in facilitating us with any and all information we may require to fight this case.

I feel like I am in the middle of a catfight and after all our family has been through with this situation, I am utterly beside myself that I am being bounced between ******'s and ********. At this point, all I care about is the almost $6,000 and the inconveniences my family is out.

Could I please have you step in and get involved as to how we are going to resolve this issue amicably?

Thanks for your consideration and I hope to hear back from you shortly

Desired Settlement
I am looking for Fagnans to take ownership of this botched install that could have had a fatal impact on myself and my family and pets. What I am seeking is a refund of the cost of the new Goodman furnace, in full, and the cost of the emergency service call.

Business Response /* (1000, 5, ****/06/**) */
On March 23 we received a email letter from ****** **** the second owner of the home located on ** ********* Road. In ******'s letter she explained the fire department had been called to the home and that a Cracked Heat Exchanger had been found. ****** also states in her letter that she contacted ******** for the repair. (I would like to note here that our stickers are on the furnace and we have 24/7 emergency service and a live answering service to record all incoming emergency service)
******** ended up selling the **** family a brand new ******* Unit at $5,500 + GST as they are not a registered Carrier Dealer and could not get Warranty for Mrs. ****. Had she contacted an authorized Carrier Dealer her options would have been 1) Replace Heat Exchangers, 2) Replace the furnace, both of these could have been done under warranty with no cost to the home owner. (I would like to note here, that all furnaces no matter the make or the model have minimum 10 years parts and labour Warranty, all dealers know this, as it is a selling feature to the customer when buying a new furnace.)
On March 24 once the file indicated was pulled *** called and talk to ****** on the number provided and explained to her that the Carrier Furnace we originally installed was actually still under warranty until February 17, **21, for the furnace that was installed on March 16, **11 even though the warranty contract had not been switched to the new home owners. ****** was told what her options would have been had she followed or been guided in the proper procedure by ******** prior to her purchase of a Goodman Furnace. *** felt that The **** Family had been taken advantage of and offered to replace the furnace under the Carrier Warranty at no cost to her and her family, but would not be offering a refund on a situation that we did not have any prior knowledge about. This was the last time we heard from ******.
******'s Furnace Service stands by Carriers warranty, but unfortunately ****** did not contact us or an Authorized Carrier Dealer.


Consumer Response /* (3000, 8, ****/06/30) */
(The consumer indicated he/she did not accept the response from the business.)
Hello BBB,
Thank you, ******'s for the response to this. This situation was a very high stress one for myself and my family and could have been fatal. Time was of the essence, here as we were leaving on vacation the next day. When I did not get a response after a few rings with your company, I immediately phoned the 2 other recommended company's from the **** gas service technician - one being ********. He mentioned they are a quality company and do amazing work and to give them a call, which I did. The first referral also did not answer and ******** immediately answered. I mentioned my situation and it was immediately deemed an Emergency. Within 30min, we had a technician come and inspect our furnace and situation we were faced with. It was then determined that our heat be turned off as the gas and exhaust situation could've been fatal. We then spoke to ****** ******, the coordinator, on/off during the night and were reassured we would be taken care of and that we could have a new furnace the next day. This appealed to us as we were leaving on holidays the next day and needed to have this tended to. We already had a night without heat and were concerned in our older house that our pipes would freeze up, etc. ******** provided us great and prompt service and we were more than impressed with their responsiveness and attention to detail. In a conversation with the technicians, hearing of the very minor oversight by the original installers (being ******'s), which ultimately caused this entire situation, our confidence in Fagnans was immediately depleted. How were we going to trust them to do a job right when they did not install this furnace, to begin with? When I, ******, spoke to ***, he mentioned that the warranty is not transferrable, but that we could have worked around this, if we had just talked to him, first. I feel this situation would have resulted in a denial anyways as Carrier would've had to know it was not their hardware that failed, but rather the installer from ******'s overlooking the situation and wrongly installed the valve opposite of the directional mount of the furnace unit.

We are very disappointed that we, the customers, are still in a position of having incurred all this cost and left feeling as though this was our fault. We reacted as any homeowner would have and I feel in a panic and emergency situation we did what anyone else would have done. Now to have *** offer us a reinstallation would equal ******** coming back to our home, tearing out our Goodman installation - start to finish and then trying to recover those costs, just to have Fagnans (of whom we do not trust to do the job correctly) come out and bring a new unit for installation is, in our opinion, not an option. ******** did not do anything wrong, they just serviced us as best as possible and in a very prompt and professional fashion. To ask them to remove a perfectly working unit and undo their work is not an option. We would also like to point out that ***** and other members of the ******** team said they spoke with Fagnans regarding this situation and attempted to work something out. After many months of waiting to have this resolved and worked out, I was left with contacting you here at the BBB to facilitate a resolution with us. We are very frustrated, disappointed and financially impacted by this and are seeking a full resolution to our situation. What we would like to propose is that Fagnans come and pickup their damaged Carrier unit STILL sitting in our basement in the crawlspace, go and negotiate a remedy with them, but dealing with us as a customer of their product. We would also like to point out that the date of installation as indicated on the Fagnans branded invoice (******, dated February **** indicating a "New Furnace Oct **, ****" comment) is different than the one indicated in this response. This presents some conflicting information as the unit is newer than the date indicated as well, this invoice was for a furnace servicing - if the service technician was thorough and inspected the unit thoroughly, they would have noticed this was improperly installed. Why wasn't this the case? This is just another example of our confidence in Fagnans now being null - they don't appear to be keeping accurate customer records nor do their technicians catch critical (and near fatal at that) mistakes. Please advise as to how we can move forward.

Final Business Response /* (4000, 10, ****/07/09) */
Dear ******,
As per our previous letter dated June 26, **** communication through the BBB.
The Carrier furnace and labor to install at the address ** ********* Road SW is warranted for 10 years from the date of March **, **11 stipulated in the original contract with the previous home owner. As per our previous letter through BBB, ******'s will transfer the warranty contract from the previous owner to ****** **** at no charge. This has been confirmed with our supplier Carrier as per our previous discussions.
******'s Furnace Service is an approved authorized Carrier product supplier/installer and have been installing and warranting Carrier product for over 30 years.
As per previously stated:
******'s Furnace Service has 24 hours 365 days per year emergency service that records all conversations it answers. Our office is open to the public 6 days a week our address is published on line as well as on our web site. All ******'s Furnace Service installations have a 5" x 7" sticker on the furnace or near the furnace with all our contact information. As well the information can be located within the Carrier warranty booklet, as well as the ******'s Furnace Service Contract and warranty made with the previous home owner.
******'s Furnace Service will replace your furnace within your warranty period and contract for parts and labor included for 10 years. (This is at no cost to you). ******'s Furnace will transfer your warranty contract to the new home owner at no cost to you.
As ******'s Furnace Service was not contacted to deal with a warranty issue with the Carrier furnace until 38 days after another product was installed by another company not ******'s Furnace Service or another Authorized Carrier Dealer. ******'s Furnace Service will not be responsible for any cost implied as this was not in Fagnan's Furnace Service control.
If you wish to book to have your Warranted Carrier Furnace installed please contact myself *** ****** and we will be happy change warranty documentation and install a new Carrier product at no cost as per your Warranty.
Please note ******'s will need to return the failed Carrier furnace to our supplier for the warranty to be valid, and this is at no cost to you.
Sincerely,

*** ******.

07/09/2015Problems with Product / Service | Read Complaint Details
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Complaint
The people came to the house 3 times to fix the furnace. Each time they did very little troubleshooting and claimed that the problem was fixed. A few weeks later the furnace broke down again. Really bad technicians, do not know what they are doing. They keep guessing on silly small stuff. For example the first time they tell us to i.e. replace thermostat battery, the second time replace a power switch, and the third time replace the air filter. This is not troubleshooting as they could have told to do everything all at once.

Desired Settlement
I think that these people need to better train their technicians and they should refund their service charge.

Business Response
At this time we are unable to comment on the above complaint. Our data base system is by address or invoice number and we have not been given either one on this complaint.

Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
"No comment" is not a very helpful or acceptable response from the business...

Here are the invoice numbers they wanted, so hopefully they can give a more appropriate response:

Invoice #****** on Nov. 2, 2014 was for the first time the technician came out. Technician came out again Nov. 30, 2014 and didn't charge work was under warranty. Technician came out for the third time on Dec. 21, 2014 for the same issue as the 2 previous times - Invoice #******. Spoke with someone named **** on Dec. 27, 2014 to complain about the repeated issues and repeated charge and he said he would refund my credit card for the second charge but has not done so.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. ******,

Please stop this nonsense and delay tactic. You know that there was no credit note issued. Someone at your office wanted to issue a credit note and we rejected it. This is the 21st Century and I am certain that you have a computerized customer management system in your company. Before your technicals go out, they can be told whether or not they can accept a credit note at a certain household. Your technicians can also call back to the office to determine whether the credit note is valid or not. If your technicians are not capable of calling back to the office to confirm the credit note then per my original concern that they should be better trained.

Rest to assure, we will never use your business again. I would ask the BBB to file a claim at the Small Claims Court on this issue. During the meantime, I am a retired senior; hence, I will be holding a large sign to protest outside of your company during business hours. I will be inviting the local media to come to my protest.

Final Business Response
Mr. *** you know what the agreement is. We are very willing to stand by that agreement.

Industry Comparison| Chart

Heating Contractors, Furnace Repair, Furnace Cleaning, Heater Cleaning Repair Services, Air Conditioning Companies

Additional Information

top
BBB file opened: 01/10/1979Business started: 01/08/1971
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Contact Information
Principal: Ken Fagnan (President)
Business Category

Heating Contractors, Furnace Repair, Furnace Cleaning, Heater Cleaning Repair Services, Air Conditioning Companies

Alternate Business Names
Merken Holdings Ltd.

Customer Review Rating plus BBB Rating Summary

Fagnan's Furnace Service has received 4.6 out of 5 stars based on 3 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Map & Directions

Map & Directions

Address for Fagnan's Furnace Service

5025 23 Ave SE

Calgary, AB T2B 2J7

To | From

LocationsX

1 Locations

  • 5025 23 Ave SE 

    Calgary, AB T2B 2J7(403) 272-0443

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Alberta & East Kootenays. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Fagnan's Furnace Service is in this range.

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We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Industry Tips for Heating Contractors

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A+ 5
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