Broad Ripple Service Experts

Consistently mediocre to poor service by technicians who had problems finishing work correctly or completely. In one case I ended up finding and fixing the simplest of problems caused by a technician's oversight.

I contacted them yesterday evening to restore my heat which had quit during the day. The person I talked to was professional and said that they could send someone out...we would be next in line. Later in the evening, after no one had shown up, I called again and was told that no one was coming. I then called another provider and left a message. The other company returned my call and said they could provide service the next day(today), which they did. At that time the service technician was able to get my furnace working but but did not fix the underlying problem. He informed me that it was improperly installed and that the condensation was not draining properly. He said that since it was still under warranty I should again contact Service Experts who originally installed the equipment, which I did. Again the person I talked to was professional and assured me they would send someone out. Later they called back and said no one would be coming today. Perhaps they will show up tomorrow, perhaps not.

The plumber fixed two leaks, and charged $380. Our shower and our kitchen sink spigots were dripping. Everything he did needed to be corrected the following day. He left the scald guard on the shower, and my wife was compelled to take a cold to lukewarm shower that evening. He also reversed the direction of the handle on our sink, and while not a major thing, we thought he should have noted the original direction it was turning when he took it off. Now, in all fairness, he came back first thing next morning and corrected everything. And, I admit, I personally liked the plumber. However, he hit us with an additional and previously unmentioned $99 trip charge at the end, changing our original estimate from $280 to $380, and we thought that was excessive. We also found out this is no longer a local company called Village Plumbing, but rather is now Service Experts, and their scheduling is now done "out of state" according to the plumber. According top the customer service lady at 253-8300, their scheduling is located in Pennsylvania, so I guess where they're at overcharging is normal, but they certainly aren't in line with any Midwestern pricing that I'm aware of. My wife called them to get an adjustment to a more reasonable price, but they won't return her calls. We will never use them again.

We've been using them for years because they come when we need them. Their servicemen have always been very polite and they don't push stuff off of you. They are easy to work with and I can get the same serviceman every time if I want. I just feel like they are honest and I feel comfortable with them.

Epic fail by dispatchers. After waiting over six hours (and making three calls to them, beginning at noon on Saturday), was finally called by the service tech who stated he had never gotten my request for service. He said he was not busy all through the afternoon, and would have been available if he had gotten the request for service when I initially made it at noon, but he now had several service requests. So this is not a case of the tech being busy. This is a case of the dispatch system having failed. Frankly, in my business, if someone whose job it was to bring in income by taking requests for my services couldn't deliver those requests in a competent manner, they would find work elsewhere.

It was fine. A routine check. The reason I know it was done was because I have the receipt which outlines the service done. The technician didn't document the services provided on the tag on the furnace which I thought was SOP

Plumber came the day after I called for appointment. He was on time, professional, and pleasant. He provided information about the system and the cleaning/service that he was doing. Service Experts installed the Rinnai several years ago. We were happy with the installation and have used them for maintenance service and other plumbing services. They have helped us decide what was best for us and at one point didn't sell us something we thought we needed but they knew we didn't. We appreciate that.

Please see the comments in the prior section.

We moved into our house and weren't sure how the major appliances would function the first time we used them. To be safe, we had Service Experts do a check of our furnace. They were on time, fast, and professional.

I’ve used them for years and they keep things running. I’ve never had any issues. They make good recommendations for improvements.

My furnace filters were filthy and hadn't been changed. I even provided the filters, but they told me they brought their own. My humidifier was scaled over and they stated they were cleaning it. I tried to speak to a manger and had to call in three times and am still not sure if I spoke to a manager. I do not want them back.

I was not happy with the results of the service call as the technician declared the heat pump was "low on charge" and leaking from the suction service valve. He stated " needs replaced" and quoted a price of $301 for the part and $482 for recovery and replacement of the coolant. The prices were based upon my purchase of a one year service agreement called the "Plus Agreement" He also stated my humidifier needed a new solenoid and quoted a price of $242 to replace the part or $550 to replace the entire humidifier, again based upon purchase of the one year maintenance agreement. I paid $180 for the Plus Agreement but later decided to have a second opinion by another company. The technician checked my heat pump and said it was about one lb low on coolant and he could not detect a leak from the service valve. He said there was a very minor leak from the coil in the furnace and recommended no have any service done because it would be cost effective to wait until the unit stopped working and replace both the furnace and heat pump. He said the heat pump was cooling sufficiently and probably would for some time to come. I then notified Service Experts that I want to cancel my service agreement because they had wrongly diagnosed my problem. They agreed to refund $51 of the $180 I had paid for the service agreement.. I have contracted with Control Tech to install a new gas furnace and air conditioner for me in the next few weeks.

Service Experts - Indianapolis were okay. It kind of felt a little bit like a bait and switch, in that I got the Big Deal and then when they got here, the bill was like $649.00 to do all the things that we said we needed. We had a brand new house. We had an inspection and the inspectors never said I needed this, that and the other thing. But once the guy was there, it was like, what are you going to do? So we went ahead and purchased it, but I never called them back.

Village Plumbing installed a Pro Series 2200 Battery Backup Sump Pump in 2007 that was alerting me to a battery problem. (The message indicated corroded terminals or a bad battery, but showed a 100% charge.) I called mid-afternoon and Ryan arrived at my house within an hour. Ryan suggested that the battery might get by a bit longer with some long-overdue distilled water, and offered to purchase some since I did not have any (and neither did he). If it turns out that the battery warning comes back, I can have Service Experts install a new battery within 30 days without the diagnostic/service fee. Of course I wish the sump pump's warning were more specific as it might have saved a service call, but considering that I don't think the battery's water has been checked in 7 years, I have no complaints.

I have been long time customer of Broad Ripple Heating and Air, now known as Service Experts. My grade for this most recent service is downgraded due to the call center/dispatch experience. My initial call to 317-286-2416 was placed around 10:30pm on 6/12/13. After returning from long road trip, I turned on the A/C for the first time of the season. The blower was working, however, it was not cooling. Hence my call after hours. The gentleman I spoke with told me everyone was gone for the day but that he would contact dispatch for me. When he came back on the line, he said he couldn't get a hold of dispatch and had to leave a message. Due to the lateness of the hour, I scheduled service for the following day. I was told that a tech would be there between 2pm and 4pm on 6/13 and I received an email confirmation to that effect. On 6/13, I left work early and arrived home at 2pm to a garbled voice mail from someone that sounded he said he'd be at my house at 10:15am. I called Service Experts to ask and was again said he couldn't get in contact with dispatch; didn't know why someone would show up at a non-scheduled time and that he'd leave message; tech would be out and he'd call me back. I called at 4 pm, 4:30pm, and 5:45 pm having received no calls and no tech. I was told during the last call that she'd leave message for dispatch. At this point. I also provided a cell number. On 6/14, I called at 6 pm having received no calls and no tech. Was told office was closed but would leave message for on-call dispatch. On 6/15, I called at 10:30 am, having received no calls and no tech in the intervening hours. Was told he couldn't give me a set time as week ends are staffed in a on-call basis. I advised that I had chores and that tech could call the cell phone as well. He said he didn't have any cell phone listed. I provided it again. About 10 pm I received a call from someone who asked if I still wanted him to come out that night or come the following morning. Advised that since it was late, that the following day would be better as he could see what he was doing. He said he'd call dispatch and I'd get a call first thing in the morning. On 6/16, I called at 10:00 am and he had no notes indicating the above. At this point, I told him to schedule an appointment for 6/21 and was given a confirmed time of between 2pm and 4pm. Email to that effect subsequently followed. On 6/21, I left work early and called at 1:30 pm to make sure everything was still on track. I was told that the system indicated my appointment was between 4 pm and 6 pm. When I advised that my appointment was scheduled between 2 pm and 4 pm, and I had a confirmation to that effect, she said she'd get ahold of dispatch. On 6/21, my assigned tech, Rick, arrived around 3:30 pm. Problem was disagnosed quickly and, luckily, the broken part was in the warehouse. One of the office staff even drove the part over to my house to hand it off to Rick! Job was completed efficiently, Rick was great to deal with, and, while my checkbook took an unexpected hit, I have no complaints with service/workmanship. I realize that when the temperature increases, so, too, the amount of calls. However, there appears to be a breakdown between call center, dispatch, and/or on-call tech support. If calls were heavy and techs were under staffed/over scheduled, I would have understood and would have made other arrangements. "Back in the day" whenever I called Broad Ripple, I spoke to the office staff in Indianapolis who were great at follow through. This recent experience certainly highlights an opportunity for improvement.

We purchased a service agreement and in the last eight days, we have received 14 phone calls to schedule service on this furnace. One day they called 4 times. This is harassment!! I do not plan to do business with them again. They could have left a message and given me time to call them back to schedule this service call instead of calling 14 times. One day they called twice within two minutes.

The price is reasonable. They come on time, if they are late they will call you, they are efficient.

This is the worst company I have ever experienced. The staff are unable to problem solve and they don't return calls. I am also filing a claim with the Better Business Bureau. Don't use this company!!!!!

Easy to schedule. Arrived on time. Did the work. Perfect.

They are honest, prompt, and they do a good job!

Technician was prompt, knowledgable and tidy. Did exactly was we needed in a friendly manner.

They are a little high priced. I am not totally satisfied with them and I don't know if I can do better than dealing with them. When one has been with a company ever since the house was built, then it is a different deal when one is dealing with somebody down the street from where one lives than somebody whose main headquarter is in Florida. If I have a problem, I have to call Florida office to deal with them. They have always been responsive. I don't know how well trained they are sometimes. I am 88 years old and I can't go downstairs and supervise. If I did then I wouldn't know what I'll be supervising. My neighbor used to work with them, but then he changed his job; so I am not sure why would he keep changing the job from one company to another. They come right away and they are on time. If I have a problem, I hope they know how to prioritize the issue because in winter it is important that a furnace works fine.

They did an excellent job. They were prompt and efficient. I was referred to them by Angie's List. They cleaned up after themselves and took my old furance with them. They were quick.

We signed up for a service plan to have our Furnace / AC checked out twice a year. This occasion was the scheduled Furnace check. The gentleman showed up, performed the check and left. The next morning we woke up to no heat. We called them out and they inspected the furnace, restarted it and it worked (we had restarted it twice before calling them - but both times it turned off automatically). The repair guy said that the cleaning must have "loosened some debris" which blocked the air flow, so the furnace automatically shut itself off. He cleaned out the debris and the furnace restarted. This is the second time in about 50 days that we have used Service Experts (the first time for a repair, this one for maintenance) where they have had to come out the next day to 'fix' something they did not do correctly. We have been faithful to Broad Ripple Heating and AC - where we bought the furnace/AC... but now that they are Service Experts... we are not happy with them. Once we are finished with the AC cleaning later this year... we are done with them.

Our heat went out during a very cold Sunday and I have a 1, 4 and a 5 year old in the home. They are completely unreliable in emergency situations. I called and left multiple messages and I did not receive a response until 7:30am on Monday morning. The response I received was pretty much “it’s not my problem". They do not follow through in their commitment to having emergency services. They are supposed to be a local service company and the experience did not reflect that. I will no longer be using their services in the future.