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"Horribly! There were major flaws in the work performed. It took a long time to get a person to respond to my calls. When follow up appointments were scheduled, they didn't show twice. The third time they showed up and made minimal repairs to improve the situation, but it the final product was less than perfect. i would never use this business again and don't recommend them."

"This rating is for Monroe Contracting and Remodeling located at 77 Hickory Manor Drive Rochester, NY 14606, not Monroe Contracting located at 56 Simmons Street Rochester, NY. The Angies List software will not allow me to add a contractor not listed on Angies List, apparently. A chimney inspection was contracted before a purchase of a house in Brighton, NY a few days before Thanksgiving 2018. Mr. McGill took the job on short notice. I immediate left my home in Avon,Ny and drove to Brighton, a 25 minute journey to attend the inspection. When I arrived the owner stated Mr. McGill had left 10 minutes before. I tried to contact Mr. McGill the next day (the day before Thanksgiving) for the results of the inspection. His phone went to messaging and he would not return my calls. Emails were ignored. He did contact the Realtor handling the transaction and verbally stated "everything was okay and I'll send a report". Repeated calls and emails were not answered. The Saturday after Thanksgiving, our Realtor stated the owners were going to re-list the house on Monday if we didn't have progress on the chimney inspection. More calls and emails to Mr. McGill went unanswered. Finally on late Sunday night our Realtor got an email with the chimney inspection results. Mr. McGill stated he was out of cell and internet service service areas. Really? Both services not covered? Extraordinary that we almost lost the purchase of a house and could have been held responsible for breach of contract because Mr. McGill was out of complete contact from civilization!? Not attentive to his customers needs. Not communicative. Uncooperative. And how could he have performed a though inspection in 15 minutes? Granted it was close to Thanksgiving, but if could not have performed a though inspection and followed up with a report why not refuse the job and let us find someone who would? Extremely unprofessional."

"On May 17th we had Northern Comfort come to service our pool heater. We were quoted $99 to come out and $99 for diagnosis. The tech arrived and could not figure out the issue. He called Pentair tech support several times and still was unable to figure out the issue but raised the gas pressure even though that had never been an issue and nothing had changed since installation. In the end he spoke to a Pentair salesman that their company was familiar with who suggested turning a gas valve screw. It appeared to work and heater finally stayed lit. It was only after this I was told the bill was over $600. When asked what the additional $400 was for, i was told it was for "advanced" diagnostics. I guess the phone calls to Pentair? I was then told the initial diagnostic fee only covered 30 mins, and the additional time was $200 an hr. I was NOT told this before the appt and at no time did the tech tell me there was going to be an additional charge if he kept trying to figure out what was wrong. I ask to speak with the owner and was given a women on the phone who was very rude and told me never to contact the company again. I refused to pay the "advanced diagnostic " fee. Less then 24hrs later the pool heater overheated and shorted out the Stack Flue Sensor and stopped working. I have emailed the company several times and they have not responded. It now appears that their "fix" may have caused additional damage to the heater. I have been in contact with Pentair and they agree. I requested at a minimum a refund or that they return and fix the heater correctly. No response. Its very disappointing as they were recommended by a friend."

"Nine years ago, Cricket on the Hearth installed my gas fireplace (FP). Now that we are ready to sell our house, a home inspection revealed that my FP does not conform to code. That's because Cricket did not install an emergency gas shut-off valve within 3 ft. of the FP, per code. (Note: This requirement existed when the FP was first installed.) I recently called Cricket and asked why this requirement wasn't met. The person I spoke with, who I believe was the owner, did not know the answer to my question. My goal wasn't to argue why the valve was not installed upfront. Rather, it was to get one installed ASAP, so the code-lacking FP would not impede the sale of my home. Consequently, I asked the gentleman what it would cost to remedy this situation. He gave me a reasonable price to install a valve... $150. But he added that, given the COVID-19 situation, the work could not be done right away. I understood, of course, and asked for a ROUGH idea on the timing. "No idea," was his reply. "And I have lots of customers ahead of you." For me, time was of the essence since my home was on the market and a deficient FP could hinder its sale. I explained this to the gentleman to no avail. Now, I'm a reasonable person. And, given the virus situation, I understood why the work could not be done immediately. But to brush me off as he did was unacceptable. After all, shouldn't Cricket have installed the shut-off valve in the first place? Was it right of them to leave my home vulnerable with a FP that lacked an emergency shut-off valve? To make amends, shouldn't they have offered to correct the situation as soon as permissible (given the COVID-19 situation)? The answers to these questions are obvious. Long story short, I found a qualified resource to install the valve, and he did so right away. It cost me $250, but it was money well spent to remove a major potential obstacle to selling my home. Because of Cricket on the Hearth's lack of customer care in this situation, I would never recommend them to anyone."