Frances, a Montana-Dakota Utilities customer, had a furnace with a hole in the heat exchanger shield, which could allow carbon monoxide fumes to reach her living spaces if she tried to heat her home.
“We turned it on, and there was no heat,” Frances said.
However, Frances had a plan from HomeServe, offered through a partnership between HomeServe and Montana-Dakota Utilities. When she moved into the home in 2010, her son, who had lived there prior to her, already had a plan in place.
“So, we figured we would just keep it,” Frances said.
That decision proved to be a good idea when, in 2019, they had a gas valve, thermocouple, and capacitor replaced on the furnace, which saved Frances almost $700 and allowed her to get another five years of use out of the unit.
Frances used her plan for a second time earlier this year when the same furnace wouldn’t turn off—the exact opposite problem she was now experiencing. HomeServe covered a visit from Glenn Foltz and Sons Electric, Heating, and Cooling to resolve the issue, saving Frances $175.
“Glenn (Foltz, owner of Foltz and Sons) told us then that it looked like the furnace would eventually need to be replaced,” she said.
Now, with winter approaching, that prediction seemed to have become a reality. The heat exchanger shield had failed, allowing dangerous gases like carbon monoxide into Frances’ living spaces.
“It was Glenn who came out here and said that it couldn’t be fixed,” Frances said. “There was a hole up in there, and Glenn was worried about gases, so he shut off the natural gas that day to prevent any fumes from entering.”
Without HomeServe’s help, Frances and her husband, both retired and on a fixed income while caring for their chronically ill child, would not have been able to afford the repair, which would have otherwise cost $4,990.
Glenn and his crew received an A-plus from Frances, who noted they communicated well, showed up on time, and tidied up after themselves.
“They were really nice guys, and they worked fast and furiously,” she said. “They did a very good job and knew what they were talking about. I like Glenn. He really wants to help you out. He cares about you. He was a big help. If I have another repair, I’m going to ask for him. I was very satisfied with the whole experience.”
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