>> reporter: keith's good friend craig bradley was there to lend his support. and how was he doing?is the first time you have a chance to see him eye to eye? >> i could just tell he was shaken. >> reporter: as if the news couldn't get any worse, the griffith's great dane cleo, along with the second pet daisy, had also perished in the flames. craig and keith walked the property surveying the damages. >> we get to the koi pond and he's like, "gotta get -- gotta get those fish outta there. julie would kill me if something happened to those fish." i was like, "you know, let's not worry about that right now." >> reporter: overwhelmed by loss, the griffiths were faced with the question -- how could this have happened? >> the first thought was that it was the new heating and air unit, it had just gone in. >> reporter: the unit had been installed just days before the fire, adjacent to the master bedroom. >> that was my very first thought. that somehow the new heating and air unit wasn't put in properly. >> reporter: faulty installation? >> yeah. >> reporter: as for the cause of julie's deat