Emerald Heating & Cooling

Absolutely horrible work - issues with our A/C units after 8 years. Multiple services calls and was always told "it's not covered under warranty". Never returns phone calls - have to make multiple calls with no satisfaction. Ended up going to Roy's and paying them $1,600.00 when the work should have been address by Emerald and n/c since the multiple service calls for the same issue never resolved.

Had Emerald come out to triage an AC problem. They were quick to suggest replacing parts. When I mentioned I had an extended warranty on the unit, from a company in which they are an authorized service provider, they quickly decided they couldn't do the work. Even after getting a direct referral from the warranty company, they would not return my phone calls or answer my email. Extremely disappointed with their customer service. I was charged (and I paid) $180 for these diagnostics services on a warranted system. After registering a complaint, Emerald did return my phone call and despite my earlier experience, I attempted yet again to work with Emerald to resolve this issue. Emerald came back to my house again in March in an attempt to resolve this. Their Field Supervisor told me the only way they would attempt to resolve this warranty claim was if I paid $280 for a diagnostic test. The Field Supervisor assured me that from this point forward, only he would work on my system. I begrudgingly accepted the diagnostic charge and scheduled the test. When Emerald showed up this past week to perform the test, the Field Supervisor was not present. The technician told me I would need upwards of $600 of refrigerant before he could perform the test: a total of $900 out of my pocket for Emerald to test my leaky system before they would tell me if they would perform the warranty repair. I did not go forward with this diagnostic. My earlier extreme disappointment with Emerald Heating and Cooling has only intensified. I will not do business with this company and I will tell anyone who will listen to me about my experience with this company.

Scheduled appointment for 9 AM company called to say I wouldn't have the individual I requested for the installation and that [they] wouldn't be coming until 3-5PM same afternoon. Emerald gouged me on the price for a basic furnace. I asked for the old style furnace that did not have to be vented out my basement wall so got the 85% efficiency furnace. The price was $2300 for a furnace to accommodate a 1,000 square foot house. 3 of my friends had furnace replacements -- 1 got a top of the line Lennox and paid $1900.00 and the other got a Rheem for $1800.00 Needless to say I was angry. I wrote to the owner about the cost and NEVER RECEIVED A RESPONSE....I belong to a lot of groups and make it a point to let everyone I know about how they overcharged me;

Great so far no problem

I have used this company several times over the years. I purchased a hot water tank, furnace and AC from them and have had yearly cleanings of my units. They are punctual, professional and do a do a good job. Most recently Travis came out to service my AC and he was even a few minute early which wa great. He explained what work he was doing. I highly recommend this company.

Emerald rates 5 stars plus from our family. Our first experience was in 2013 when our disabled elderly mother (Lockport) was interested in replacing her furnace. As we live in Lancaster and had several recommendations for Emerald we called. Darrell was professional and treated her with respect as she purchased a new furnace. In 2016 Mom also had Emerald replace her hot water tank. Telephone calls and follow-up was always prompt and fair, each and every employee/tech was knowledgeable, courteous and efficient. In 2016 we replaced our 39 year old furnace in Lancaster which included 4 zone valves. Again, the crew as great and we were so very pleased. Sadly we lost mother November 2016. I called Emerald for advice numerous times on how to protect the vacant home in Lockport during the winter. Travis came out to do maintenance on a garage furnace and went above and beyond in assisting. Each and every time I received prompt, excellent advice. March 8th the power went out on the Lockport street and panic set in. Mother's house had radiant heat with the pipes in the concrete floor. Disaster loomed but I called Emerald. Jim assisted and Matthew reserved an appointment the following day just in case the power was not restored and they would drain the system to prevent risk of burst pipes. They have numerous times been there for our family and would recommend them to anyone. for our family and would recommend them to anyone.

work went as I was told by salesman. 2 workers were careful going in/out carrying parts in/out because I have indoor cats. They answered any questions I had. Put the air conditioner where I wanted it and ran the equipment the way I wanted it which was not usual. They stayed in the area they were hired to work in unlike many other contractors. I was pleased with a follow-up call to check installation. Got a thank you kit and xmas card.

I have worked with this company many times over the years and typically routine maintenance goes well but major jobs often have issues. Darrell (manager) is knowledgable and professional. Unfortunately the technicians that he supervise often require assistance that he and owner Marty are not always able to provide. For example in the past the techs installed the wrong furnace and the exhaust and air in take pipes were too low and even with the ground. After I complained due to poor operation it was discovered and fixed immediately. With this job which is a custom job and a challenging job the tech who was assisted at the end with owner Marty did not reset the fan speed and the ac froze and did not work for several incredibly hot days during the summer. Darryl came out after the weekend and diagnosed the issue and fixed it quickly. The upgrade to our system is fantastic. I just wish that the install techs had better training or supervision so these issues do not keep happening. I will continue to use the company for now but hope that changes are put in place at the company to avoid these situations in the future.

unknown

Travis was extremely thorough and he left a detailed written report of results of inspection. As each part of the inspection was completed, we were shown exactly what was done.  He was punctual, polite and professional. We have used Emeraled in the past and we have always been satisfied with all aspects of the work.  

unknown

We had an outstanding experience! Technician checked furnace, found the problem, and arranged for an estimate immediately. We felt the quoted price was fair. The installation went flawlessly. Steve, the technician, was professional and efficient. He explained every thing and walked us through the operation of the furnace as well as explained exactly what he did. We were also very impressed with his manners and the way he presented himself. Both Steve and Travis are excellent representatives of the company.

unknown

I had to ask the attendant to check out the heat exchanger (I assumed since this was one of the main operating parts of the furnace that it woild be done).  He responded with "I don't think I can see [it] -- with a little more of my prodding which I felt I shouldn't have to do he removed the back panel and showed me the heat exchanger (the top of it) and said he most likely could not see the bottom of the part.   I asked again..."not even with a flashlight"??)   So he took the flashligjt and explored the bottom.  Because these instances only took about 15 minutes at most I asked if he could at least clean dusty part of the furnace for the $99.00   He politely said...."I don't have anything on my truck with me to do that"......   at that momen I felt taken advantage of......if you are a furnace INSTALLER and a repair man all technicians of this sort have to clean up debris and dust from their work. this was a turn off to me as was the price because in the end  he said.."I'll only charge you $85 plus tax instead of $99.   So for a 15 minute I $85 plus tax service call (1) I had to aski for certain parts of the furnace to be checked and (b) not even a little 5 minute cleaning was done....

I called Emerald, as I had done business with them before and was satisfied with their service person and prices. I explained
the problem as I understood it, and they said they would schedule for that day and call before they came.
In the afternoon they called, then came to the house.
The service person, removed the covers and diagnosed the problem as the exhaust blower. I asked how much to repair,
replace the assembly. He told me that it would be around $674 dollars, for the the cost of the part was $400 to $500 dollars.  We talked about warranty as the unit was less than five year old, and the subject was dropped.
I said that seems expensive and went to check the price on the web. The price ranged from $100 to $400 dollars. As cold
weather was due, I told him to go ahead and get the part. He then cut the grounding wire, unplugged the control wires and
four screws, removed the exhaust blower. He took the exhaust blower out and left  with the blower to go get the new part.
After he left I copied the model number and serial number from the furnace, went on line to the manufacturers site and found the part for $125, plus shipping of $14 dollars.
I called Emerald and asked to speak to the owner. I was connected and explained the problem, of I what I considered over
charging. I asked for a better price. Instead I was regaled with the cost of doing business, and what did I think I should
pay.
I told the person that I thought that 100% percent mark on parts was high, and that a two hour call was high, but reasonable.
The person said no, and I said OK I'll pay you the service call charge and will not replace the blower at this time. Fine
The service person return and put in the old blower and wrote up the service call. Interestingly enough I was charged $14
dollars for same day service. This was not mentioned when I called, nor on their mailer that I received this summer.
I paid $107 for the service call. I call the charge an "experience fee" for understanding just how badly this service business
charges people.
To cap this story off. The part sells for less than $100 at a whole seller here in Buffalo/Erie and I tracked down another service
person who did the job for a flat nothing. Why because he wrote down the model/serial, went to the manufacturers site, and
discovered it was under warranty. Yes he made two trips, yes he took out the old replaced with new and still had time to shoot the breeze, and turned in an hour of time.
Oh,yes I did tip the service person that did the job, well.

I liked everything. Their quote was good. It was very detailed. The equipment that they gave us that we purchased through them did a great job. They were in and out in one day. The technician did the work. The supervisor came by to inspect it and made sure that everything was okay. I'm very happy.

unknown

We went with them because of their price.  We liked the equipment, the air conditioning unit itself that they were using; we did some research on that.  They were here right away.  They took care of our needs.  They got the job done fairly quickly.  We were pleased with everything.  The quality of work was very good.

Coldest night of the year, and woke up to no heat.  Called at 7:40, reached the answering service.  They called back at 8:05 and said Joe would be here by 9:30AM.  He arrived at 9:00 AM, and found the problem within minutes.  A dead bird had blocked the exhaust.  He checked the boiler and waited until there was heat.  Very professional, obviously punctual, and reasonable charges.  Would definitely call again

The service went very well. There were a couple of issues after the work had been done that needed to be addressed. They addressed these issues immediately at no charge. They are a local business. They even gave me a gift basket after the work was done.

Hottest weekend of the summer. Very busy for AC companys. The owner assured me he would have someone out that day. He showed up in person and fixed the problem. Excellent service and professionalism, beyond expectations.

Very professional, addressed my concerns.

They replaced my old unit and installed a brand new central air conditioning unit. The thing that sold me on them was that they were going to be using all new parts during the installation, and not reusing any of the old material that was on the old air conditioning unit. The other companies that I received estimates from could not provide me with that same assurance. When he was explaining the process to me, he allowed me to ask questions that I did not think that I would have. This ability to ask questions allowed me to gain a better knowledge of the installation process and the unit that would be installed. On the day of the installation, he called 30 minutes early to make sure that I was ready for them. They also let me know who was coming, and presented their badge to me upon arrival. It took around 6-7 hours to complete the central air unit replacement. It was a very rainy day, and the technician was great about making sure that there was no damage to our yard. When he was finished there were no hidden charges for the service. He was very accommodating and negotiable with an Angie's List discount that I previously received. They were professional from everyone I spoke with on the phone to the installer that put in my new unit. They took extra precaution for my pets, and after the installation he offered to clean up the basement floor for me. PROFESSIONAL, PROFESSIONAL, PROFESSIONAL. They sent me an appreciation card after the unit was installed and it looks as if every member of the company signed the card. I will continue to use them annually with any maintenance that I need on my new central air unit.