Frank's Heating Service
About us
Frank's Heating Service is a customer focused heating and air-conditioning company that was originally started in 1981. Located in Tewksbury, MA, we employ highly trained people whose goal is to make our company the best service company in Eastern Massachusetts and Southern New Hampshire. From the professionalism of our sales engineers, to the dedication of our field personnel, we are dedicated to delivering you the best. We take our responsibility very seriously when you place your trust in us. We pledge to always tell you up front what your cost will be to complete your job correctly. We make it a point to go over any details or limitations of the proposed system that will affect your enjoyment of the end result. You are told exactly what to expect up front. Compare our guarantee with the limitations, fine print and exclusions other companies tend to use to back their work today .
Business highlights
Services we offer
Air Duct Cleaning, Appliance Repair – Large, Dryer Vent Cleaning, Heating & A/C, Metal Fabrication & Restoration, Water Heaters
Amenities
Emergency Services
Yes
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 80% | ||
| 15% | ||
| 0% | ||
| 5% | ||
| 0% |
I have used Frank's Heating for both my furnace and AC installation. The technicians are fine but their "customer service" is awful. The salesman we dealt with both times never answers his phone and rarely responds to emails. One of the women who answers the phone gets all her facts wrong. She initially told me I did not need to have my AC unit serviced until the 10-year warranty ran out.
Then a few weeks later when I received the official warranty in the mail, it stated that it was only valid if I had Frank's do an annual checkup. When I called to ask which was the case, she initially said the letter that came with the warranty was just a "form letter that was sent to all customers." Then she asked someone else and they said the letter was accurate (so what she had told me initially was wrong--I do have to have the annual checkup for the warranty to be valid).
Finally, they offer a Preferred Customer program for those who have annual checkups for furnace and AC done by them. You save a whopping $5.00 per year if you are a Preferred Customer!
My wife and I purchased a new home in 2013 in the Fox Run housing development, located in Norfolk / Wrentham, MA, which is a new housing development managed by Pulte Construction. There are approximately 80 home sites, and at this time nearly half of the homes have been built and sold. Frank’s Heating Service is a sub-contractor of Pulte, and Frank’s Heating Service installed the HVAC system into my house and all of the houses in this development. Fortunately, my house has two identical systems to provide service to the first and second floor. On the morning of Saturday March 1st, I woke to find the heating system that supports the second floor was not working properly, and the temperature on the second floor had dropped to approximately 57 degrees. The contact information for Frank’s Heating Service was provided on the side of each system, and when I contacted Frank’s organization shortly after 9:00 AM, I was referred to the emergency off-hours phone line, on which I left a Vmail message describing this problem. I was later contacted by a serviceman who arrived at my house around 1:00 PM in the afternoon.
Within the first minute the serviceman made an assessment that the system was clogged, because it was new construction and the particles inside the piping system from the original construction had collected in the furnace. A short time later, after removing the exhaust fan and flexible lines, the serviceman decided that was not problem. He then attempted to jump out the wiring, which did result in ignition within the burner. The serviceman then proceeded to crimp / squash each electrical terminal with a pair of pliers, which I assume was an attempt to improve what was suspected to be an intermittent electrical connection of unknown location. Ultimately, after an hour and 15 minutes, the serviceman stated that the Printed Circuit Board (PCB) would need to be replaced, and that Frank’s Heating Service didn’t stock these PCBs and therefore the PCB would need to be ordered. The serviceman stated that he would notify his office and the part would be procured on Monday, and hopefully installed the same day.
I contacted Frank’s Heating Service directly on Monday morning and the receptionist stated that the part was on order, and as soon as it arrived they would replace the defective PCB. I questioned why they didn’t have replacement PCBs on hand, and I was told that the PCB is too costly, and the PCBs never fail. I replied that when you have been selected as the service provider for more than 80 homes, purchasing a spare PCB is considered the cost of doing business. I also described the diagnostic method utilized by the serviceman, or lack of diagnostic method that resulted in many of the electrical connections within my HVAC system now being distorted or crimped beyond the dimensional specification of the connector design. These connectors are now subject to failure due to the distortion induced by the serviceman. I requested that Frank’s Heating Service replace the connectors when they replaced the PCB, and Frank’s agreed to do so.
I was not contacted by Frank’s Heating Service on Tuesday, and when I called them late in day Tuesday to check status, they told me they had not received the PCB, since it needed to be shipped from Ohio. I asked if the PCB was shipped “priority”, but I was told that priority shipment doesn’t always ensure overnight delivery, and that FedEx has been unreliable. When I didn’t hear from Frank’s Heating Service on Wednesday, I called them on Thursday mid-morning and they stated the PCB had just arrived, but they wouldn’t be able to install it until Friday. The serviceman arrived on Friday, installed the PCB and determined that the squashed terminals were not sufficiently damaged to warrant replacement. At that time, I had been without heat on my second floor for nearly seven days.
Needless to say, I am disappointed with the responsiveness of Frank’s Heating Service, and I have gone onto the Lenox website today to identify another Lenox service provider in my area. I also noticed that Frank’s Heating Service is not a recommended provider on Lenox’s website, and I plan to forward that information and this letter to the other homeowners in this development.
A few weeks after Eric did the work, the boiler stopped working. Eric came out again and not sure what he did but he explained that if it is dirty the gas will not light. Still had some problems after his second visit but I managed to get the gas lit by opening up the front.
The office though would call me asking to pay but could not explain why. They were very curt and unresponsive. So I have given up on these lot.
Licensing
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