Business ProfileforHolbrook 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.