Holbrook Heating
Reviews and Complaints

Our experience with Holbrook Heating was A++++ from start to finish! We had our Furnace and AC unit replaced. The salesman, John B took the time to explain everything to my husband. He advised us that the unit we had to replace was too big for the square footage of our house. No other company that we got estimates from did that. The installation manager Danny L and technician , Vinny S were the best! They did an outstanding job with the installation. My husband is very particular of how he wants things done. They did a great job! It is hard to find a company that takes pride in their work. Holbrook Heating does! Not to mention their price was substantially lower than the other companies that we got estimates from. I highly recommend Holbrook Heating.

Although Mike did a great job at taking care of the furnaces and being on time. I feel it was difficult for me to judge his performance. I do not stand there and watch him clean the system do the things he states he does. I feel it was very quick and I find it hard to believe it could all be done during the short time he was at my residence. This is not to say he did a great job or not. I just find it hard that one can take apart and clean, inspect and reinstall in such a short period of time. I had two furnaces done and he was in and out in less than one hour. He did explain that he as quick and it does not take that much time. My last technician took over two hours to complete the same job. I would have had him come back, but he is no longer working for the company.

This company installed a new high efficiency furnace for me. Even though they were more expensive I decided to go with them as they were referred by my propane company. Install and service guys were ok. The issue is the PVC piping they installed through the roof is leaking. They came out once to fix it and now leaking again. Now they are telling me it's a chargeable repair even though it has continued to leak from the start. I am the vice president of a service business and we stand behind our workmanship 100% under these type of circumstances. I would not recommend this company if you want a company that reasonably stands behind their work after the fact. They don't know it yet but they have not heard the end of this very dissatisfied customer. Happy customers keep quiet. Unhappy costumers spread the word.

Very poor service. The technician they sent is a kid (Aiden K)who was very rude and arrogant. Trailed mud and water in and out of my house on my beige carpet. When we asked him to use boot covers, he refused and said to talk to Holbrook heating as its their policy for the technician not to use boot covers. I called Kelly (the customer service representative) who confirmed this information and also proceeded to say if I required boot covers, i should have requested at the time I made the appointment for service (which was about a month ago). I am taken aback by this! As one would hope, covid precautions are taken seriously by service technicians entering your home. I feel cheated as I paid for an hour worth of service and the arrogant technician left in 25 mins, of which 10 of those minutes was him going back and forth to his truck.

Holbrook sent Mr. Kim D to our home to do Yearly preventative services, and he did an Outstanding job for us. Kim showed me how he performed the cleaning of our Air Conditioning unit, he showed me where the dampers were located in our lower level area, and how to keep the family room area from feeling freezing while the air conditioner is running during the summer. He cleaned our unit thoroughly, and made suggestions who to call to clean our ducts. Kim was a perfect gentleman while explaining things we never knew which will save us money later. I Highly Recommend Holbrook Heating and particularly Mr. Kim D. Mr. Kim was ethical with the price he charged, and took time to explain so I could understand how to keep our home cool in the summer & heated in the winter. Mr. Kim is Professional, Ethical and a very Kind person. Thanks Holbrook for sending Mr. Kim D.

First appointment was canceled the day before. Tech came a week later, shut off my gas to service the heater. Cleaned the heater and put it back together. Started servicing the central air. Cut or pierced a freon line releasing freon throughout my house. Had to wait an hour to get another Tech. to get here to fix the line. Both techs were here for close to four hours. Had to recharge my entire system. Charged me $271.00 dollars for the work. Tech told me he wasn't going to change me for the extra work like he was doing me a favor. Had no hot water the next day because I had to call another company to re-light my water heater pilot light because the tech didn't re-light it before he left after shutting my gas off. The second company felt so bad about the treatment I got, they didn't charge me for the second service cal . There are plenty of places to go for service don't go to this one.

I was given an install date and they never showed up or called while my husband waited at home all day in 98 degree weather. Then proceed to tell me that they were waiting on a cooling part for a brand new unit, which didn't make any sense, if its brand new. When i called to find out when they will install, Holbrook told me that I would have to wait an additional 8 days for a unit that was already paid for months ago of 4,700.00. Not only did they not expedited the process but then told me that they wouldn't compensate me and that I would have to wait for the duration until they come in 8 more days, which it is going to be 98 degrees or better the entire time. Not helpful in any way. No resolution to my install. Very unprofessional and couldn't even given me a discount because of their delivery options, my two sons have to suffer in the heat... They will take your money and wont show up. Don't go to these people, they are thieves! I wish I could give them a -0

We were happy with the professionalism and courteous team that came in to install our unit last week. I gave a good review for the follow up call. Since the install we were supposed to hear from Scott about trunk / duct work if needed. We didn't hear and I called because our house will not drop below 70 and in the afternoon will not drop below 72 and it gets humid. The unit is kicking all day pumping air but the house will not cool down past those numbers. We are worried about our utility bill. When I called we were sent another tech today who told us the same about the trunk and work around that not being fully done and needing replacement. We are supposed to hear from Scott again, but we haven't heard from him once yet. I truly hope we can fix this problem soon, because we invested a lot of money into this project only to be told the same types of problems to work on the install more from two days of techs in and then another visit. As of now our review has dropped, but I am hoping the team can come back and make our investment work!

In spite of a not very good phone customer service experience on 2/18 (a rarity) I am going with 5 stars for Holbrook. I have had an ongoing furnace problem over 2+ months (and often being cold) involving 5 visits. On different visits I have had Dan, Barney and Eric come. It was hard to find the ultimate problem. I cannot speak highly enough of all three--knowledgeable, professional, truly caring to do the best job. Eric came yesterday--the last visit--and I think was just amazing. He surely was a great representative for Holbrook with his knowledge, professionalism and service excellence. In seconds he caught a whiff of gas that ultimately led him to the problem. He pretty much took a whole lot of things apart in the checking and fixing. He took pictures of the problem--before and after fixing it-- so I could better understand things. I so much appreciated that. I am one day past his visit--need to give it some time--but right now my furnace seems to be working fine. I am truly grateful for the excellence of people like Eric, and his co-workers Dan and Barney. Holbrook is fortunate to have them. I am fortunate to have Holbrook. Thank you.

My recently installed HVAC system's thermostat provided an error no power message and the system would not provide any cooling. I tried for 5 hours to contact a *** Tech Rep who I thought might assist me in changing some setting and resolve my problem. THIS WAS THE WRONG ANSWER! I talked with two individuals over a 5 hour period and I am not sure if they even knew what the acronym HVAC stood for. I next contacted Holbrook Heating, Inc, who had installed the system in February. I explained the thermostat problem to Steve and the fact that my house's temperature was 83 degrees and on the rise. He ensured that the emergency technical response team was notified and that it would be dispatched to my location ASAP. Upon arrival, the two technicians conducted a deliberate trouble shooting process over the entire system and finally located and replaced a defective transformer which permitted the system to provide cooling air. They also identified a part that was defective and created a ticket for replacement. All representatives of Holbrook Heating that I dealt with were professional, courteous and made me feel the resolution of my problem was the most important thing to each of them.

Holbrook installed my *** AC in 2019. They are weak on giving an advise about what customer needs. Sales people are aggressive and pushing sales without giving a reasonable advise. I was sold a 2 head AC for 4 bedrooms upstairs when I really needed 4 heads in all bedrooms. I decided to add another head in 2 years and move one of the existing ones. Tom (a sales person) came and assured me that the head can be moved with no issues and his installers will make a hole for the unit in between the bedrooms. When installers showed up, they said they have never heard of that and have no clue how to do it. My contractor made a hole, but they still considered that as an exception, made me wave warranty, and took 2 days for the job that was slated for 1/2 day 2 people. They also left abruptly after I have questioned if the pipes for the AC have to cross my house in the middle, that was cosmetically appalling. I was left without AC for a weekend. Now, in defense of Holbrook, after some emails with pictures with the manager Mike, a new competent crew showed up on Monday morning and did a phenomenal job of changing pipes outline and finishing the job! Thank you to Colby and Jeff - I would ask only for them if I have any other job done. I am giving rating a 3, but is an average between 1 to the first crew, who spend more time smoking in a car than working on my AC and 5 to Colby and Jeff.