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THORNTON, Colo. — A family in Thornton turned to the FOX31 Problem Solvers for help after paying a company to fix their air conditioning, only to find it still didn’t work and their furnace was also broken.

“My husband is a disabled veteran, he’s retired and doesn’t work,” Kristen Nelson said. “And I had back surgery so I’m working only part time.”

The Nelson family said they felt like they were being cheated and didn’t know what to do.

With three young children and a broken air-conditioning unit, the summer months would make for a hot house. So with simple means, they did what they had to in order to fix the problem.

“I had to borrow money from a family member to get it done,” Nelson said.

They paid a company to fix the air conditioning, but three days later it was not working again. So they called the company back to come take another look.

“They charged me another $150 bringing us up to $1,100 that we paid,” Nelson said.

But the problem only got worse. In the dawn of winter, they realized their furnace was broken. Nelson said the company wanted another $900 to fix that problem.

The Problem Solvers wanted to help, and so did Done Plumbing & Heating.

“Being a good community citizen is important to us, it’s part of our core values and we want to make sure that we are taking care of people in our community,” Done Plumbing & Heating supervisor Lucas Metz said.

Done Plumbing & Heating sent out a technician and quickly diagnosed the issue, then fixed it — for free.

“They have been amazing,” Nelson said. “They’ve never said anything about me having to pay for anything and I really appreciate it because I couldn’t have afforded it.”

Now the Nelson family plans on a comfortable winter. And with three young children, a happy holidays.

“I would have had to borrow money again from a family member which would have made for a very slim Christmas,” Nelson said.

Done Plumbing & Heating is a family run business operating since 1999 in the Denver area.