COLONIAL COMFORT

The initial service call and work performed was outstanding. The rep presented himself well and did excellent work. However afterwards I attempted to follow up and hire Colonial Comfort for more work, and they would not return my phone calls. I called 3 separate times and left multiple voicemails, yet still no response.

They were professional and helpful. The first thing they did was set us up with a temporary electrically power hot water tank, but within a few days had the new boiler installed and working. As the gas company cannot dig a line in winter, they set us up with a propane tank and supplier and will finish the install in the spring when National Grid can get to us. There were a few minor problems with the install. One joint leaked a few hours after the technician left after first turning the system on, but someone came to fix it promptly although it was late at night. The system then had a few smaller leaks, which were fixed on a subsequent visit. So overall, we rate the install quality as Good.

I have used Colonial Comfort in past years to tune up my furnace and water heater. The owner, Larry, was never very responsive. I knew I'd have to wait weeks before he called back. Starting a few months ago (November 2014) I called again to get my furnace tuned up for the season. After weeks of no response, I emailed him and called again. Weeks later, still no response. I gave him one last voicemail, and after more weeks of silence, decided he was never going to be my repairman again. I don't understand how a businessman can ignore his existing customer base; he must have so much work he can afford to have angry ex-customers.

Excellent. Cleaned boiler/burner, adjusted controls.

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I am a landlord, and this is the third time I've hired Colonial Comfort to replace a boiler (3 different homes) in the past 8 years. They have always been responsive and professional, and very informative. The owner, Larry, introduced me to the Mass Save program and one particular program (Early Boiler Replacement Rebate), which allowed me to replace the boilers, all 30+ years old, at a substantial savings. Larry completely guided me through the paperwork process, which has multiple steps, and made it very easy. Colonial Comfort has always reliable and very fair in pricing. In addition, I was having trouble with a fourth boiler last year, which was not turning on, and they serviced it by cleaning some components. They stated they could have replaced the components, but that it was likely the cleaning would fix it, which it did. They have deep knowledge of heating systems, and I'm fairly certain another contractor would have just replaced the components. Although that may have been easier, Colonial Comfort did the right thing for me by recommending cleaning instead. I've used many contractors over the years, and there are just a small handful that I recommend to friends and colleagues. Colonial Comfort is one of them.

Everything went as planned. Price was fair. Nice people!

Overall, things went as planned. The only minor delay was trying to find a replacement vent cover for older air returns in the wall. They had us wait until spring for the A/C unit so the warranty would start when we needed A/C. This also help spread out the payment so it was more affordable.

It went exactly as planned. No unforeseen problems.

Issues: 1. The mess that was left in my basement is unbelievable. They left *everything* all over the floor and all over the basement, I have pictures. 2. They did not clean the furnace. The owner had been out to see a leak that I called about, and said that it wasn't cleaned and said the guy (subcontractor) would be back to clean it. No show and there was a resulting puff back into my home of black soot. The owner says his guy said he had gone in and cleaned the furnace. Really? How did he get in the house? No phone call to schedule? I had to hire someone else to come in and clean the furnace (additional money). I have always used this company for my heating issues and am so disappointed at the way the mess was left and having to hire someone else to clean out the furnace after the puff back. Asked the second guy how long it had been since the furnace was cleaned and he said about two years--which was about right.