Heatmasters LLC

Terrible service. They sold me on a three year maintenance plan. Then a year later they said there's no point in maintaining the unit and I should just replace it because it's way too old (it was 11 years old which is under the useful life). They had someone come out three times to try to fix it and replaced different parts and kept calling his co-worker for advice on how to fix it (clearly not trained), and still didn't fix it. I brought in another company and they fixed it immediately. The repairman from Heatmasters was subsequently fired per a guy who came out on a subsequent visit. Then on the A/C side they said they were giving me a good deal on the frion and meanwhile it was 10-12x the price I saw online and from reviews that others had with different companies for the same frion. Just now, someone came out and said they shouldn't have even scheduled his visit because he can't maintain it given the notes from the prior repairmen. I asked if they would give a credit for the remainder of the contract and he called his manager and rather than offer a credit they tried to sell me on another contract, which obviously isn't what I need. The repairman said he is also quitting his job there. You'll pay up for this company but you won't get higher quality.

Great - would hire again

We have a contract with them, they come every fall and spring to check on our furnaces and air conditioners. Some years ago they recommended that we get our furnace replaced and they couldn't do the work, but they told us who could. So, they are friendly and don't try to force you into things. As far as I know they do everything right. Nothing they have done for us has never not worked.

I had called because I had realized it was a very old thermostat and I had kind of a problem. I had the air conditioner off and when I turned it back on, I had to push the thermostat into position. I had called and made an appointment. It was a little bit of time before they were getting out to me. They did tell me they were handling people with no air conditioning and if anything happened with the thermostat, if it stopped working that I was to call them and they would have somebody come out right away and fix that. He came out and replaced the thermostat, showed me how to operate it, answered any questions I had. That might have taken about an hour. If I had known it was going to go bad I would have had them replace it when they were out doing the. I think the price was good. Just one person came. I gave them an overall grade of an “A” because of responsiveness and professionalism. Explaining how things operated and making sure I understood how to take care of it and how to make it work, because the old ne was push little levers and things simple, and this one did require a little more programming, so they went through it with me. What they did really well, again I think was the explanation and they installed it quickly and walking me through things. I use this company because they’ve always been responsive, they’ve done the work well. The technicians have been very professional and very nice.

We always have these little compact things that go into the closet, so it’s always fun to get those replaced. They don’t last long because they’re exposed to elements. They don’t last as long as furnaces that are kind of completely in your house. It’s one of those things that you deal with, it’s very common in condos I guess. The furnace, there is an open grading for the exhaust. Especially, if it faces the west, which mine does, you get the snow blows against and the rain comes in, all that kind of stuff. It’s a little hard on them. Again, because it is a compact unit there’s only a couple of companies that make these little compact units. It was around $5,000 installed. Somewhere around that amount. They did the install quickly and professionally and cleaned up. It always seems a little expensive, but there’s limited competition for these particular units. There were 2 people that came. It took a couple of hours because of course, they had to remove the old and get it taken away, and to kind of take it apart and put everything in. So. It was a couple of hours. I gave them an overall grade of an “A”, because I think the technicians and their professionalism. They left the area very clean. In fact, things had gotten tangled up with a pull cord on a light; I had meant to take part of it off and I didn’t shorten it. So, they even replaced the little light socket for me because when they were trying to put things in the chain got pulled. Wasn’t that nice? Which was very nice? They felt badly about having pulled the cord and just getting it tangled up. It was just one of those things. I should have shortened it before they came to get it out of their way. What they did really well is they installed it quickly and efficiently and it works. It was relatively painless all things considered. My first impression when I met these people was again, very professional. You kind of get used to the same installers coming and often you will get the same installer time after time. The same technicians to clean and that. These if I remember were not the people that I was used to. They seemed knowledgeable. I had a good first impression.

I have them come in and service the furnace and air conditioner unit twice a year. I have a contract. They’ve always been great, I’ve been fine with them. Price rating - I don’t have a lot of comparison. I think it’s okay. Quality, I’ve always been happy with. For the most part I haven’t had any emergencies. Generally, we need appointments done when it’s not an emergency. We are usually on a waiting list, so you have to wait a week or so; and sometimes a little longer if they’re really busy. They always call beforehand and tell you when they are on their way. Just one person came out. The cleaning and that took a half an hour to an hour. The service technicians that they sent have been responsive and they have always explained what they are doing. They are also alerted to any concerns that might come up that you might want to consider thinking about a new furnace or something. Leaving the area clean has never been a problem, I put down a little mat and it stays cleaned up afterwards. What they do well is keeping you informed in explaining what they are doing and telling you how things stand. They’ve been responsive. The technicians have been helpful and have explained what they’re doing and what’s going on.

This was the worst customer experience of my life, which left me a net loss of $1,300 and without heat for over 23 days this March. Sequence of events: - Assessment determines the boiler requires $1,300 custom cast iron housing plate. - Part is installed. Does not fix boiler. Boiler requires $600 circuit board. - Part is installed. Does not fix boiler. Boiler requires $900 gas valve kit. - It's explained to me "there's no guarantee" this will fix the boiler either. I pass on the $900 part. - I inquire to the option of installing a new one rather than continue to pay for parts that may not fix the problem. - Heatmasters quotes $8,500 for install of a combi boiler/water heater - Heatmasters refuses to refund any cost of parts I've already paid for, unless I agree to spend $8,500 on a new install with them. - Heatmasters sends a 30-year sales veteran in to my home, eager to get me financed for $8,500. Now willing to refund $600 circuit board, contingent on the $8,500 install. No refund on the $1,200 plate because you can" see scratches from where it was mounted" on the boiler. Never used, brand new part. He says he'll "see what he can do". - I pass on the financing offer, citing the need for time to consider options. The sales vet leaves visibly angered. Also never called back on "seeing what he can do" regarding a full or partial refund on the $1,200 part. - I spend the better part of two weeks attempting to get my money back on parts that did not fix my problem, most phone calls occurring because I call, no inbound proactive customer service calls. - Finally, I had by far the rudest business phone call in my life, which resulted in me only netting a refund of about $600 of over $2,000 spent that never fixed my boiler. - Heatmasters provides little to no documentation. Records are emailed receipts of price paid without model, item, service or part information. I couldn't recommend this company any less-and feel insulted, deceived and ripped off by Heatmasters.

They got a B because they were supposed to come to my house on a specific day and they didn't because there was some mix-up about my not answering the phone when they called to find out if I was home, and so they didn't come.  Then the guy said he would come later and then he didn't, and so then I had to wait until the next week.  That was a problem.  I've been working with this company for years.  They were at my old address and now my new address, so I don't want to give them a really bad grade because of this one thing here.  I've had them for years.  I used to live close to where they're located and now I don't, so I don't know if I'll use them again or not.  I'm not sure.  The guys who come out to do the work for me are okay, they're alright. 

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They are excellent. The staff is great, professional and truthful.

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They are courteous, prompt, organized and very knowledgeable. They are very easy to deal with, there's no beating around the bush. I like that they are easy to work. They confirm everything with email and send a picture so you know who to expect.

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Initial contact was on March 20, 2014. When I entered in the contract with John Sam,  I let him know that it was indeed a DUCTLESS SYSTEM. I also gave him the serial number. He said that he was "very familiar with the unit" and that it would be no problem to install.  I called them on July 8th. a worker was assigned to come out on July 10. They did not want to wire anything, they actually going to charge me about $800 for 1 hour of work. stating that I "need his license to perform this work and to validate the warranty." I agreed for the $800 for the hour because it was my only option for the warranty. He sent out a very inexperienced worker on that visit, the worker only came out with one wrench (usually you need 2) and he actually BROKE the pipes within a BRAND NEW system. He spent 2 and a half days trying to fix it. He called me on that 3rd day about an hour I have left the house, stating that he is almost out of time with the predetermined amount and that it would be an additional $130 per hour, which is absolutely ridiculous. We then spoke to the supervisor, who advised him to complete the work, and then technician JUST WALKED OFF THE JOB after being told by his boss to complete the work! And his reason was that there were "8 leaks on the inside and he can't figure out where they were at, which is impossible because there were only 6 potential places that could have had leaks. So something that was supposed to take one hour, has taken 3 days and nothing has gotten accomplished. 
 
The company that I had come in after them, they had a tool to check for leaks. One connection point was not snug tight, and that was the "leak" that they weren't able to figure out. It took this new technician 5 minutes per unit to find and absolve the problem. 

Next Monday I sent an email the company, explaining my situation. They told me to go ahead with another company to fix it, and that they would reimburse me. I wanted a ductless system installed by them, but they also told me point blank "We don't know what we're doing." when it came to that type of system. 

 I went thru with getting the system fixed, and after about 3 months of waiting on a response, the company is basically telling me to go "pound sand", and that they won't even consider any sort of compensation.

And in an additional conversation with Mr. Sam, he had the gall to tell me that "it's not my home, so I don't have the authority to question him." The house belongs to my mother and father in law,  They are senior citizens and don't speak English very well, and I decided to do this to help them out. I had control the details, funded the labor and the supplies, and he actually told me that I wasn't allowed to question him. 

In total, they did about $3800 in damage to brand new equipment, did not compensate me for the extra money spent or on the labor it took to repair the equipment that they damaged, and wasted a great deal of my time. This is definitely a company to avoid.

The furnace in one of my apartment buildings stopped working. I called Heatmasters and a technician came out a few hours later and fixed it. I really appreciated their prompt service - it was cold outside! This is the second time I used them and their service was good both times.

The boiler in my six flat broke down in November 2014. I got three estimates to install a new one. Heatmasters gave me an estimate for $19,200.00 but agreed to lower the price to $18,600.00 to match the lowest bid I had. They finished installing the boiler the day before Thanksgiving.
On Thanksgiving morning I received a call from one of my tenants. He had been woken up by a loud banging sound coming through all the radiators in the building. It sounded like a hammer continually hitting the metal. I called Heatmaster's emergency phone number and they sent out a repairman that day to find the problem. He found that some of the oils on the inside of the new pipes leading to the boiler were clogging up the steam going through. When the steam condensed the water hit the walls of the pipe causing the banging. The water lines had to be drained. The technician spent four hours on Thanksgiving in an unheated basement draining these pipes over and over again to skim off the oils. Another technician had to come out a couple of days later to repeat this process for another hour after my tenant reported some (softer) banging had resumed. Heatmasters did not charge me any additional money to drain the oil.
I am very impressed with their service. They could have told me to wait another day but they got someone to come out on a holiday so that my tenants would have peace and quiet. I would definitely use them again for furnace cleanings, repairs and boiler inspections.

John from Heatmasters came out to check out our HVAC systems last week.  The house we moved into has a boiler with improper ventilation, so we needed to figure out how to fix this in a short period of time. I am in the dark when it comes to boilers or HVAC equipment in general, so he was able to explain what was going on in a language I could understand. It turns out this guy really knows his stuff ? he's been at this for a long time and really knows boiler systems.  I would definitely recommend Heatmasters to friends and family.

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Their suggestion was that I install a gas furnace (a bit impractical in my 35 unit condo building. | What is really galling is that they sold me the unit in the first place.