We placed a request on December 5, 2020 for our furnace, which was told by the gas company it had gas leaks and cannot be used. We open the ticket with FAHW and a contractor came over twice, inspected the furnace and told us to wait to hear back from FAHW for a replacement. No one contacted us back for about 4 weeks, then we called and found out the ticket had been closed with no resolution. We were told, FAHW attempted many times to contact the contractor but had no response. Long story short; FAHW continues to gave us the run around and making excuses to why the ticket have yet resolved. It was us making the follow-up calls to FAHW, otherwise no one contacted us for updates even when they said they would. I am on the phone with customer service right now and after 110 minutes on the phone, I am still not able to speak with upper management. I requested to speak with a supervisor and still waiting. It has been 7 weeks since the service ticket has opened, I want to know how much longer it will take for FAHW to resolve and to do right by its customers. I am very frustrated by this level of professionalism. We have needs during the winter season and we are getting nowhere. User's recommendation: Do not use this company.