Customer ReviewsforHolbrook Heating, Inc.

I'm not usually one to write a bad review unless it's really bad and valuable to others , as this is. It's been 30+ days and 3 heats waves and still no repair of my air conditioning unit! The customer service is extremely poor but they are fast to collect your money. I paid for overnight shipping for my part so my elderly guests would be comfortable that was 2 weeks ago and yet to have part come in, none the less installed or any information when it will arrive. I even asked for the part number I'd get the part in myself and they told me they couldn't get me the part # , they didn't have it handy -said the office manager ( hmmm how can you order the part if you don't have part #? ) There has been so many stories over this last month on why they can not get it fixed I can't even write them all. I paid over 300.00 for a temporary fix because they needed to order a part & that didn't even last one day. You can never get to the top of the chain to discuss the issues, I even went to Albany, NY from VT to talk to someone in person but he was "behind closed doors and couldn't be bothered" I can go on and on about the poor service...... I had considered adding another unit to my office area but certainly would never purchase another thing from them. **** ***** who sponsors them & ********** will be getting reviews and letters also as Holbrook is not a good representative for the product. I'm sure you can all understand this frustration- what happened to customer service ???? Photo below is Sunday 7/14/24 at 8:13 am I'm happy to share all the recorded phone calls or phone log with anyone.

Mrs. ******** called in on 6/21/2024 and made an appointment with us for 6/27/2024 to look at her mini split system that we installed in 2017. Per the customer two of the three indoor units were working fine and that the biggest unit was not functioning. Our technician went to the home and proceeded to diagnose the issue. After going through the system, the technician diagnosed that a part needed to be replaced. He then went back to our parts manager and ordered the part. In the same time the call was reviewed for accuracy by a senior technician. It was at this time that the technician might have missed something and that we should order a couple of other parts due to the description being that the job is so far away and the customer was adamant about getting it fixed the next visit. The parts manager had found that there was the ability to overnight the part that was needed. It was agreed upon to get it overnighted for the $50.00 charge per the customer. . The other parts were showing as available in the same time frame. Unfortunately, during this time frame two things occurred. One was a two-week heat wave and the other was that the other parts that were supposed to be available did not show up and took another week and a half to arrive. We returned to the customers home on 7/182024 with the parts. The technician was there with the customer and replaced the part that the original tech had stated. This helped a little, but did not totally resolve the issue. He then added a little refrigerant to the system and it took off running well. He buttoned it up and left. The customer sent a message in the next morning that 15 minutes after we left that the unit stopped working. At this time being that it was a two time call back on a job we sent our Field Manager to the home to get to the bottom of it. He went out to the home and found that the unit was low on refrigerant and performed a leak search. This found 2 leaks in the system that he was able to correct. He started the system and checked operations of the system. All was working as intended when he left. Amidst all of the negative things that Mrs. ******** has thrown around Holbrook Heating is sorry that the customer was unsatisfied, but here are a couple of corrections to her statement(s). This did not take 30+ days as stated. From 2017 until prior to us being there this year the customer has only had one documented maintenance in 2021 from Holbrook Heating 4 years after installation. After that maintenance the customer had not had us there for any other reason. The $50.00 overnight fee was not charged to the customer as she stated. She was charged for labor on the first two calls, but was given a break and only charged for refrigerant on the last call.

2 years ago I got a heater installed by this company, I was grateful for the timely service and quick install but unfortunately I was misled by an employee who informed me that I would have a 5 year service warranty on my furnace. This was not the case as I so found out today. The company refuses to acknowledge the falsehood given by the employee and despite me being more than willing to pay, they have dismissed my concerns for future customers and I am deeply worried that other customers may be misled, even if it's unintentional. I love this company, which is a shame because such an oversight should not happen to customers. Accidents happen but denying that an accident could have happened reflects poorly on the company and for what it stands for. I hope that this does not happen to someone else in the future.

We contacted this business through **** *****. They came into our home, walked through both apartments and basement, said they would email an estimate. We never received an estimate. We called this business and ** many times for our estimate, and they weren’t even professional enough to contact us with a reason for their failure or anything! Huge waste of time and needless invasion of privacy.

We do apologize for that, never our intent to not respond to a customers needs, we will look into this right away!

This company lacks any form of customer service and their work is not only disappointing but will be detrimental to your home. Holbrook gladly took our payment in full after we signed a contract for an air pump. We then had to chase them down over several weeks to get them to schedule an install date. The installation took 3 technicians 3 days to "complete". They took off without explaining a single thing, left our basement a mess, and we found multiple screws/part pieces lying on the side of the unit. We turned the system on to test it out and left it running overnight. In the morning we went down to the basement and found all of the pipes FROZEN solid and dripping on/in our furnace. We again had to call several times to get another technician to come out. He came and worked for another full day to fix the issues caused by the first install team. Again he left without explaining a single thing. We later realized that the setup drainage pipe blocks our ability to change the air filter in our furnace. Their work, and the customer service we received, have not only been disappointing but detrimental to our furnace and pipes. For a piece of equipment that is such a large investment, we are beyond disappointed, and frankly disgusted, at the service we received. We sincerely hope others will proceed with extreme caution when using this company and that **** ***** revokes their endorsement immediately.

On 4/28/2023 we installed a ****** 17 seer air conditioning system to the existing gas furnace at the property. The installers ran into a couple of issues that did not allow them to complete the installation on that day. We returned the next day to complete the installation of the system. The customer had called in after the installation and spoke with the Branch Manager about his concerns and that he was unsure about the system. The Branch Manager offered to send his Installation Manager Kyle to the home to address the customers concerns and look over the job as well as picking up the cost of his first year’s maintenance for free to appease his frustrations. The customer agreed to have Kyle come to the home on 5/17/2023 to inspect the system. Two days prior to the upcoming call the customer emailed in that there was an issue with the system and that the lines were freezing up. We instructed the customer to shut the system down and allow it to thaw as we could not do anything at the time with it frozen. We returned to the home on the 17th as we had originally scheduled and Kyle had gone over the concerns that the customer had and looked the system over. Kyle found an airflow issue that was happening that caused the system to freeze. Kyle then corrected the problem as well as fixing other concerns that the customer had. In doing so he re-piped the drain from the evaporator coil. Due to the drain running to a floor drain in the middle of the floor he opted to keep the pipe close to the unit as to not be a trip hazard. In doing so he accidentally made it difficult to change the filter in the furnace. The customer informed us of the issue. The Branch Manager apologized for this and put scheduling the change in motion with the dispatcher. Larry returned to the home on 6/27/2023 and re- piped the drain so that it would not be a hinderance to the filter change, but does put it out into the walking space. The customer has used words like detrimental, damaging and states that Holbrook Heating’s lack Customer Service is disgusting, however there is no damage to the customers furnace or home from any of the work that was performed and Holbrook Heating has responded to every inquiry and issue that the customer has had. Holbrook heating takes every customer concern serious and we strive to make every customer happy with our service. In no way have we ever left the customer out of touch or denied them any type of resolution to the issues that they have had. The system that we installed has been working as intended and we will continue to support the customer.