June 12, 2019, I discovered a mechanical defect with our $30,000 furnace system, and enquired as to whether it was covered under warranty, and was informed that it would have to be looked into, by RB Heating. About a week later I called again as per the status of my query, and was told by RB Heating they had not heard back from Napoleon, manufactures of the furnace.

Then I was informed, by RB, that Napoleon would cover the part, only if a technician diagnosed the problem, which I was ok with.

Luckily it was at the end of heating season, as the technician was dispatched to diagnose, and make repairs to the wood burning part of the furnace on 17 July 2019. Therefore we had to utilize the propane side of the furnace, until the repairs were made.

Technician Alex arrived 17 July 2019, was very courteous, knowledgeable, and extremely professional. His diagnosis, was as mine, that the control motor to the draft control had failed. He was very professional and ensured the new unit performed as required after trying a couple of adjustments and replacing the control motor.
He is welcome into our home anytime.

The down side of the total experience was the waiting time between our selling company and the manufacturer, and the fact that we still had to pay a diagnostic fee of $129 + HST, when the part was under warranty. I’m sure Napoleon had to pay labor fees to RB Heating on top of providing the new part.