Superior Heating & Cooling LLC

Excessive charges for a $17 part to be replaced; contacted manager about the bill I was given. Gave excuses about his high insurance costs, that $95 is charged and time is calculated from when the worker leaves HIS house; told me cost of gas from worker's house to mine was $12 (I did not live more than 4 miles from the worker's home); claimed he gave me a one hour discount and charged me for the almost 45 minutes was gone to get the part. Worker initially told me he had the part on his truck--was outside in the truck on the phone for about 10 minutes then came back in and told me he didn't have the part; would have to go and get it. The manager also stated that he was at the parts store with the worker; worker stated he had to stand in line a long time at the parts store; Mr. Klinker then said he might have had to go to Tonawanda NY to get the $17 part. Worker left a lot of dust on my floor and didn't clean it up; asked me for a paper clip so he could clean the port on one of the switches; problem was diagnosed within 10 minutes and an hour was wasted for the time worker was in truck on the phone, going to get the part, and was downstairs for a long time after getting the part. Switch was right in the front of the furnace which was not too cumbersome for him to replace the part. It was so obvious that I was duped. When I called and asked to speak to Mr. Klinker I was told he was unavailable. 3 minutes later he called my cell phone...after his talking about his high overhead issues I terminated the call. Then he left a message on my home answering machine with the same info of "insurance costs; high cost of trucks/maintenance/ etc." and said....I'm sorry Kathy. THERE WAS NO WAY A DISCOUNT WAS GIVEN TO ME...They are a rip off for real and Mr. KIinker was very uncomfortable talking to me about the breakdown of the bill...NEVER WILL RECOMMEND OR USE THEM AGAIN.

I called Superior and the lady who answered (LYNN) was so helpful and assured me she would have someone within 3 hours to my home. She called me about 1.5 hours later and indicated the service man was on his way to my home in Cheektowaga from Hamburg NY on a bad snowy cold day. He came exactly 35 minutes later. He evaluated the situation and said the only problem he saw was wiring for the blower on furance was incorrect. My furnace is only 2 years old so the original installer changed the blower speed and incorrectly crossed the wires and never covered the bare ends of wires with the plastic caps which are needed to prevent moisture in the furnace. ,Service man repaired the wiring, capped it, tested furnace and cleaned it...he was hear for 1 hour 45 minutes AND I WAS CHARGED THE BASIC SERVICE CALLOF $69.00. A week later Lynn (Secretary) called me to let me know that she was sending 2 men out to double check the duct work because the first service man thought it may need to be braced tighter. THERE WAS NO CHARGE FOR THIS I CAN'T SAY ENOUGH ABOUT THIS SUPERIOR HEATING AND COOLING TEAM....Superior is the proper name for them because that's what they offer --superior customer service and superior repairs.

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I have used this company several times. Most recently I had the new furnace installed. The workers are very polite and knowledgeable.

Superior installed a high efficiency furnace and a new AC unit in August 2007. I have had no problems with either. They removed a 1971 furnace and a very old AC unit. They have been servicing the new units every year since then. Staff is cordial, efficient and knowledgeable.

Work was done properly. Price of system was agreed upon, fair and paid last fall. We held off on condenser placement because site work remained where condenser would be placed. I was told the relocation part of the install would be be billed at 120 per hour. I did not expect this to be the rate charged for a gofer or that the it would take total of 10 hours. The install was difficult but charging 120 / hr to have someone fetch tools is gouging.

The sales person seemed very professional, to have a lot of experience and talked about all the installs they have done over the years (this is not the person you will deal with ever again, so keep this in mind). The person estimating is NOT likely the actual worker. I don't necessarily see a problem with this, but it is something to think about when they are talking about all the wonderful things they have done.

The installation of the boiler itself looked very nice. All the pipes were routed in a logical fashion. However, the expansion tank pipe after a couple weeks started leaking, and completely rusted out that pipe. It did not need to be replaced, but now looks terrible, and there are rust stains on the basement floor. This was a sign of things to come. I diligently kept up with their maintenance suggestions, spending $100 the second winter after install, and then $200 in the spring leading up to the third. The $200 maintenance was a recommendation after I received a phone call from them, telling me the boiler company would not cover warranty items unless I had this comprehensive maintenance done. When I called the boiler company to confirm this, they admitted that they recommend routine maintenance, but they had no idea what I was talking about as far as parts not being covered under warranty unless a comprehensive cleaning was done. When I called Superior Heat back, and told them the boiler company did not confirm Superior's story, Superior quickly back peddled and said, and quot;Oh, we have been having problems with the particular boiler you have, and we are recommending this service to all our customers who have it.and quot; So, the story changed, and NOW they admit to installing a boiler they knew they were having problems with!!

2-3 months after the $200 maintenance bill, the boiler started to lose water, and needed to be manually filled daily.

I asked them to send someone over to FIX the problem. Instead, Superior charged me $100 just to diagnose the problem, and it was another $300 to have it fixed weeks later. The boiler at this point was only 2 years old. After speaking with the maintenance manager, and calmly explaining this was unacceptable that I have been keeping up with the maintenance and the boiler fails months later, he admitted to me that the previous maintenance manager used a lot of cheap parts to lower costs. The part that failed had only a one year warranty, so I had to pay, even after I paid $200 in maintenance just 4 months prior.

They made no effort to remedy the situation, and I felt completely and utterly taken advantage of. At the very least they could have waived the diagnosis cost to show their commitment to their customers.

Every time I have dealt with them, either in person or on the phone, I have never felt they were properly addressing my concerns. The service manager had attitude when I was asking why the boiler failed even after I have spent an average of $150/year on maintenance, so this wouldn't happen. I understand parts fail, and it is out of your control sometimes, but don't admit to me that you are purposely using cheap parts in your installs. Superior out right lied to me on some occasions, and were very deceptive in others. They may claim to have trained installers, but I was not impressed with the knowledge of the maintenance people I spoke with. One didn't even know the boiler had filters that need cleaning, and he was supposed to be the expert on my boiler!! They have completely lost my trust, and my business. If you value your time, money, and expect a contractor to be up front and honest, Superior Heat is NOT the business you should be dealing with.

Price: C
Their prices were competitive. However, it should be more about the value for your money. I am willing to pay more for quality. In Superior's case, the prices are average but the quality and knowledge of the product was below average.

Quality: D
Originally the boiler install looked good, but there were details that were missed (expansion tank leak, fill valve failure, did not install boiler flue terminal). The parts failing may not have been do to Superior's installation, but choosing cheap parts was Superior's decision. Again, I am willing to pay for quality. Superior doesn't seem to share that commitment. If the salesmen would have told me that boiler was problematic, I would have easily jumped into the higher priced, high end unit. I am not the boiler expert, so I expect the company I am trusting thousands of dollars with, will point me in the right direction.

Responsiveness: D
On more then one occasion, Superior had to reschedule maintenance that I had scheduled in advance. I understand this happens from time to time, but the one maintenance call was rescheduled twice because of other customers having emergencies. I felt they took advantage of my good natured personality, and could freely cancel my appointments because I would not yell and scream. While I believe they did have other emergencies, it made me think, and quot;Why are all their customer's having so many problems?and quot;

Punctuality: B
When they actually were scheduled to show up, they would. So punctuality was fine.

Professionalism: D
I did not feel that Superior Heat was upfront and honest with me and any point during any of my interactions with the company. They made me feel my concerns were unjustified, and their attitude was and quot;yea, sometimes a $7000 boiler fails, deal with it and pay.and quot; They were very unsympathetic, even when I was being completely calm and rational myself. When I ask to have something fixed, I don't want someone to come tell me whats wrong for $100. I know its broken, FIX IT! If you have to come back, waive the diagnostic fee. I got the feeling they just want to suck as much money out of their customers as they can, in the shortest period of time. If they lose you as a customer, no big deal, they have more to replace you with.

The were professional and cleaned up after they were done. Very professional and involvement of the owners at the site.

That was 27 Jun 2011. For the three hours he was here, cleaning, draining, tuning, re-routing the drain from the a/c, the price compares very favourably with the $65 annual charge we experienced in our other house in Cleveland OH. Dave is knowledgeable and conscientious.

they sent a new guy who had to get instructed over the phone about almost everything. these people sell themselves as boiler people, but the guy they sent new very little. I ended up fixing the system, sort of, but the repair lasted only a day or two because he could did not get the air out and most of my system. I ended up doing it myself and it just required a knowledge of where to feed and where to bleed. Had some cold nights because of this guys incompetence and spend $150 on his education.

I was able to get some rebates, which I appreciated. They did an excellent job. The workmanship was good and I ended up with better results than they even quoted. My home's energy efficiency is better than I expected!

Superior Heating and AC came to the house within days of my request to provide an estimate for replacement of our central gas heating system. To my great surprise, the price given by Superior for a new 100,000 btu Trane high efficiency gas furnace was almost $1000 lower than the next lowest estimate from other companies offering other (lower) brands of furnace. The Superior representative explained all aspects of the new furnace and discussed options (humidifiers, air cleaners, etc.). Superior also guaranteed to install the new furnace within a week. Removal of the old furnace and installation of the new furnace was accomplished within three hours by three technicians who left the work area perfectly clean. Within a week of installation, the company sent all forms that I needed for submitting a reimbursement of some of the costs via a rebate program offered by National Fuel. I would certainly recommend this company to friends and colleagues who need furnace work.A great job!

We paid around $2500 on that work and they were efficient. They replaced an old boiler system with a four steer and put in all the vents and got everything done in 24 hours. We would tell a friend or a family member that they know what they are doing. They are familiar with all the equipment and the sell better brands at good prices.

They were excellent. I had a new boiler installed in 2008 and it never worked efficiently and they corrected the problem and did a great job. I used them to do some work over the winter and they charged me $1500. They were punctual, knowledgeable and know what they are doing.

The job took about 6 hours and went very smoothly. Everyone at Superior is extremely polite and courteous. They did forget to turn the hot water heater back on but came back the next day with apologies and fixed it. The furnace is so quiet that you can't really tell when it is working. I should save about 25% on my gas costs every month. Within the week, they sent me paperwork to get the National Fuel Rebates. After another blower test, on Monday, I'll get more money back from Energy star. This has been a great experience and I would highly recommend them.

On all points Superior Heating and Cooling was outstanding. I could not be happier. They were professional, polite, courteous, and prompt. They did everything right for us. I did my homework, and I think I picked the right company.