Holbrook Heating & Air Conditioning Inc

"I'm sorry that Mr. [Member Name Removed] felt that we did not perform the work to his satisfaction. We received a call from this customer at 8:53 a.m. Saturday, December 30th stating that there were frozen baseboards in the dining room, kitchen and master bedroom. We quoted the emergency pricing and sent a technician there to determine the next step. The technician found that all the zones were heating except the one. There was no access to the zone from underneath the addition. We had purposely brought the pipe thawer to use, but unfortunately, the piping materials for the zone was not conducive to being able to use (pex tubing). Determining that there was no other recourse, the technician then showed the customer how to open the zone if it warmed up and to call us when it was thawed. In summary, we went there with the intention of getting the customer heat in that zone. Due to the circumstances with boiler piping materials and zone configuration, there was not anything that we could do. The temperature that day was a high of 19 and a low of 0 (in Syracuse -- colder in his area). Many customers with hot water baseboard/radiant systems had problems. We did our best that day to get zones opened up and running. I will note that this customer called us back on January 11th to schedule an appointment to bleed the lines and add antifreeze. We returned, waived the service call as he noted, and added the antifreeze. Holbrook Heating does not gouge customers. We are transparent with our pricing and strive to get each and every customer heat during the initial visit. We are one of the few companies in this area that will come out the same day that you call us -- no waiting for 2-5 days due to backlogged calls. Understandably, we are not able to overcome situational constraints within a customer's home. We did our best and we stand behind that."

"Thank you for being one of our loyal Preferred Customers, sir. And thank you for taking the time to leave this positive rating."

"Thank you for the positive rating! Please call us if you need anything...we're always here to assist!"

"Thank you Mr. [Member Name Removed] for being such a loyal customer and for your kind words regarding our company!"

"Mr. [Member Name Removed] neglects to mention that Holbrook Heating provided an estimate for a replacement boiler in 2012, but he went with another company. When the other company would not or could not make the repairs, he called [Member Information Removed]. This boiler was sold oversized for his home which was causing its own set of problems. When we arrived for the final repair, Mr. [Member Name Removed] and his son were aggressive towards our technicians, but we remained and let the manufacturer representative perform diagnosis as he was requested to do. We appreciate the fact that this customer not call [Member Information Removed] back again. We've been in business for over 30 years and our technical skills, customer service and willingness to work with customers is what we pride ourselves in. Unfortunately, it didn't work out in this case. We wish Mr. [Member Name Removed] only the best in his life and HVAC endeavors."

"Mr. & Mrs. [Member Name Removed] are loyal customers of ours for many years. Thanks to them for taking the time to give us an A rating!"