Isaac installed my Rheem furnace in September of 2...

Isaac installed my Rheem furnace in September of 2016. I had the furnace serviced as recommended on 10/30/2018. On 1/21/2019, at -2F, the furnace stopped working. I contacted Isaac, advised I have no heat, and a 2 month old, and a 3 year old in the house and required emergency service. They stated I did not have a "gold seal" membership, so they can be out between 10AM and 1PM on 1/22???????????!!!!!!!!!! I repeated myself in the event that they misunderstood. 1) Isaac installed my furnace. 2) Isaac serviced my furnace. 3) is is NOT working. 4) I have small children in the house. Isaac could care less. DO NOT USE THIS PROVIDER if you want any level of care, or a company that will stand behind their work, or product!!!