Absolutely horrible and costly experience. Tech told us the part was so expensive we should just get a new furnace... then feverishly tried to book an appointment for us to get a quote for a new furnace. Very clearly on commission. Got a new furnace (blindly since we trusted Williams' diagnostic) and it turned out the coil needed to be cleaned. It had nothing to do with the furnace. I politely called a Williams supervisor to discuss, and supervisor never called me back. Then I had to leave a message with a receptionist who would take my complaint and call me back. Guess what? I had to call her back the next day to get a response from the supervisor, who had no response. Eventually the receptionist called me back saying they would clean it. The uppity tech who shows up said that it didn't need cleaned, even though it made a toothbrush black with lint. After his refusal (I guess it was too much work), he credited back almost $100 from the service call that ended up costing me thousands. In the end, I had to pay another company to clean it. There are several disgusting things about the experience. I'm not sure buying a new furnace that I didn't need was the worst... perhaps the worst was they never gave me the respect to even talk with anyone who outranked the phone receptionist.
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