Response from the owner:Gordon, we appreciate you taking the time to leave a wonderful review! We are very lucky to have techs like Raymond on our team. Thank you for choosing Brockman!

Response from the owner:Hi Justin, Thank you for your feedback. I would like to respectfully note that we have not had any direct communication with you regarding this matter. All communication has been with the homeowner and her daughter. If you are associated with the property, I welcome you to contact me directly so I can ensure you have complete and accurate information. For transparency, here is the documented timeline of events: We installed a new furnace on January 4, 2024. On September 6, 2024, we completed a detailed cleaning and inspection and found the furnace operating properly at that time. During that visit, our technician identified that a newer water heater—installed by a family member—was improperly vented and unsafely common-vented with the furnace. This condition prevented proper chimney drafting. The issue was documented with photos, videos and notes, explained to the homeowner, and repairs were offered but declined. On October 30, 2025 the homeowner called to schedule regular maintenance. Our customer service rep advised that we are 6 weeks out on maintenance calls. Our rep offered several times to schedule a same day service call but the homeowner elected to wait for a maintenance call on December 16th. During the maintenance call, our technician found that the improperly vented water heater was producing excessive condensation, which traveled down the shared flue pipe and leaked onto the furnace gas valve, causing it to short out. Because the failure was caused by the improper and unsafe water heater installation, the gas valve warranty was voided. We provided a quote to replace the valve and correct the venting issue, which was declined at that time. This visit was also fully documented. Although the failure was not warrantable, due to extreme outdoor temperatures we returned and replaced the gas valve at no charge. The furnace was tested and confirmed operational. A supervisor verified that venting concerns remain due to the water heater installation and existing chimney configuration. These findings were reviewed with the homeowner and her daughter, who acknowledged the need for corrective action and expressed satisfaction with the furnace repair at that time. All documentation, including photos, phone recordings and service notes, are available. We always stand behind our work and maintain detailed documentation, including photos and service notes. — Ben