Gonzo's Heating and Cooling

We appreciate the feedback and want to clarify what actually took place during this service call. The customer contacted us for a no heat issue and mentioned they believed the pressure switches were bad. As per company policy and for liability and safety reasons, our technicians must inspect the heat exchanger before performing any work. During the inspection, our technician found multiple pinholes in the back of the heat exchanger, which is a serious safety concern that can allow carbon monoxide to leak into the home. The customer was present the entire time and was shown the damage firsthand. The unit is a Carrier high-efficiency furnace, and we even showed the customer an official quote directly from Carrier showing the replacement heat exchanger priced at $5,500 for parts only — before labor. The furnace also showed significant rust and water damage, making repair unsafe and uneconomical. Because of those factors, we provided a quote for a brand-new 96% high-efficiency furnace for $6,745 total, including all parts, labor, and installation — which was actually less than the cost of replacing just the heat exchanger(this included 10 years parts and labor warranty). It’s important to note that Carrier heat exchangers require an exact model and serial number to order and can only be purchased through authorized HVAC distributors with a Carrier account. This service call occurred around 8 PM on a Saturday, when suppliers were closed, and it is not possible to buy that part online without proper credentials or licensing. We take safety and honesty seriously and would never recommend unnecessary work. Our top priority is always keeping our customers safe and informed.