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When an Etobicoke family's furnace failed on a brutal -18°C January night with elderly parents in the home, Imperial Heating responded with emergency service and had a new Lennox furnace installed by the next afternoon.
Project Date: January 2024
At 11 PM on a January night with temperatures plunging to -18°C, the Morrison family's furnace stopped producing heat. Their carbon monoxide detector had also triggered, sending the family into immediate alarm. With elderly parents (ages 78 and 82) living in the home, the situation was genuinely dangerous — hypothermia risk for seniors begins within hours at indoor temperatures below 15°C. The family called three HVAC companies; two went straight to voicemail and the third quoted a 48-hour wait. They reached Imperial Heating's 24/7 emergency line at 11:30 PM.
Our on-call technician arrived at the Morrison home by 1:15 AM — less than two hours after the call. Using combustion analysis equipment, he quickly identified the root cause: a cracked secondary heat exchanger that was leaking combustion gases into the home's airstream, explaining both the CO detector alarm and the heating failure. The furnace was immediately red-tagged as unsafe to operate. We provided portable electric heaters to keep the family warm overnight and first thing the next morning coordinated expedited delivery of a Lennox SL98V variable-speed furnace from our warehouse stock. Our installation crew arrived at 9 AM, removed the old unit, modified the venting to accommodate the new high-efficiency system, connected the gas line, and completed a full commissioning test including combustion analysis and CO verification. The new furnace was operational by 2:30 PM — roughly 15 hours after the initial emergency call.
Heat was fully restored to the Morrison home within 24 hours of the emergency. The new Lennox SL98V furnace operates at 98.7% AFUE efficiency — a massive upgrade from their old 80% unit — meaning lower gas bills going forward. The variable-speed blower eliminated the noisy startup/shutdown cycling the family had lived with for years. Most importantly, the Morrison's elderly parents were never in danger for more than a few hours thanks to the rapid response and portable heaters. The family has since enrolled in our annual maintenance plan to prevent future emergencies. The cracked heat exchanger was sent to Lennox for warranty analysis, which confirmed it was a manufacturing defect — the Morrison family received a partial credit toward their new system.
"In a panic with my elderly parents in the house and freezing temperatures outside, Imperial Heating was a lifesaver. They got here fast, explained the problem clearly, and had a new furnace installed by the next day. Professional, reliable, and caring service."
— The Morrison Family, Etobicoke
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