I had them out to check on my old furnace, which they said needed to be replaced. I purchased a new furnace from them. They said my old furnace destroyed my Nest thermostat, so I bought a new Nest. They installed the furnace and Nest, and everything seemed fine.\r
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Well, it got colder about two weeks later, and all of a sudden I noticed a lot of ice on the furnace. Apparently, the A/C was running, even though the thermostat did not say it was on. I called them and left a message when I discovered this. No one called me back for an hour (They claimed they didn't receive my message), so I called back. I got a hold of someone (Joe, I think), who told me there were no appointments that day (Saturday) or the next (Sunday). I was disappointed, since I had just bought a furnace two weeks prior, and they touted their great warranty. Joe said he would call around, though, and see what he could do.\r
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Joe was able to get the original installer, Bryan, to come out the day I called in the problem, so I was hopeful they could turn this error around. Joe mentioned that I would have to pay for the service call if it turned out the thermostat was at fault, but I was pretty confident it wasn't the thermostat (and a short in the wire to the furnace, as he suggested), since the thermostat was new, and it never showed the A/C as on.\r
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Bryan came out and re-ran the wire from the thermostat to the furnace. When he reconnected my thermostat to the furnace, there was an error message on the Nest. We called Nest, who told me to exchange the thermostat. Bryan was nice enough to wait while I exchanged it. When I brought back the new Nest, it had the same error. We called Nest again, and a more experienced support person asked Bryan to move the red wire to another port. That solved the problem. Apparently, there was nothing wrong with the original Nest, but I didn't mind the fact that I had to exchange it.\r
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I assumed that this would be covered under my warranty, which they touted to me when the sold the furnace. I was wrong. I was charged $195! Bryan said it was a thermostat issue, even though the new wire was what fixed everything. My whole day being wasted, I agreed to pay it, but I called Joe back at Krane to let him know. Joe said he had a lot of calls to get to, but he would get back to me after talking to Bryan. I have yet to hear back. Hopefully, I will, but I doubt it. I've learned my lesson: they're going to blame everything on me so they don't have to cover anything under their warranty, even though they just installed it two weeks ago.
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