Letters from homeowners

We had been putting off the oil furnace for years because nobody would explain what would actually happen to the house. They drew it. Where the outdoor unit goes, what happens to the tank, which ducts stay. The written options matched the bill.

No ducts, plaster walls, a 1912 house. I expected them to sell me a giant system. They put three heads where we live and told us the guest room could wait. The house is quiet and warm and the oil truck has stopped coming.

The furnace died on a Sunday night in December. The front desk answered, asked me two questions and had someone here Monday at eight. They fixed it, and then wrote up the heat pump option without pushing it. We did it in spring.

Our outdoor unit had to go on a steep side yard. They showed us three spots on the drawing and picked the one under the stairs where nobody hears it.

They tested our old ducts and kept most of them. Another company wanted to replace the lot. The written options showed exactly why.

I never had to look up a rebate form. They sent copies of everything they submitted and the tank certificate came in the same folder.