SUN SERVICES QUALITY HTG & AC

I have bought a furnace, a central air-conditioner, and a tankless water heater from this company. I also referred my father to them and he purchased a furnace. Needless to say I thought I was a very good and loyal customer of this company. Therefore I was astonished when I was recently treated so poorly by them. A plumber, who was working on my bathroom remodeling, discovered that the tankless water heater had rusted out on the inside and was on the verge of failure. He said this was due to the fact that a drip valve had not been installed and the water had continuously dripped into the system and rusted it out. He made clear that he installs a drip valve on every one of the tankless water heaters that he installs. I called Sun Services and immediately informed them of this problem. Brain said he would come out and take a look at it. The day he was scheduled to come, he called and rescheduled. When someone finally did show up it wasn't Brian. It was a young guy who was there just to take pictures. He confirmed that it looked really bad and the damage was evident. Having been a good and loyal customer I offered Brian a chance to fix this mistake. I asked him if he would simply take me back to a tank water heater and do it for me at his cost. In other words, I wasn't even asking him to do it for free. He immediately turned his back on me. He stated that I should have had them servicing it annually. I was surprised because this was the first time anyone had suggested this. He said this would have been in my owner’s manual. I asked, "Brian, you've been providing ongoing maintenance on my furnace (which was the first thing I purchased from him) twice a year, so why didn’t you suggest that on any of those occasions? You were not more than five feet from that water heater twice per year. When you informed me that my furnace and air-conditioner would require bi-annual maintenance I agreed. Why would I not also agree to annual maintenance on the water heater if it required it? You were already out there.” He then became indignant and informed me that he was sending back the money that I had pre-paid that year for the maintenance and my relationship with his company was over. I'm baffled by the way I've been treated. If he treats someone like me this way, a person who was loyal to him and his company, how do you think he'll treat you?

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The tech determined that it was the heating element. He took my check for the service call and said he would call aroundto see if he could get the part, because it was not manufactured anymore. He told me to get a space heater. At the end of the day, I called. I was told that the part was not available. I asked what I could do for heat and they said they could not provide a furnace for my condo and to get a space heater. After the weekend I called to get the part number so I could see if I could get it fixed so I did not have to sleep in a sweatshirt. The tech told the office it was obsolete. I did not get a part number or description. Did he really call? So, for a service call, I had no means or quote to get heat in my condo.

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Very professional and always very pleasant and helpful.

They were very good. Everything checks out so far. I would recommend them.

Brian Turray is very knowledgeable and good about explaining the various types of heating and airconditioning services we should use in our new home. His employees are very professional and have been very pleasant in doing their jobs. We would definitely recommend him.

Their service person in this area is terrific. Did a great job, explained everything and left no indication that he had been there.

Confirmed on the phone that this was the same company I had used two years ago before I moved. Came when they said they would and performed all service that I requested.