Holbrook Heating & Air Conditioning Inc

One word to describe Holbrook Heating, INCOMPETENT!!! **STAY AWAY, UNLESS YOU WANT TO WASTE YOUR TIME, MONEY AND HAVE UNNECESSARY AGGRAVATION IN YOUR LIFE** I purchased an extended warranty with the company I bought my HVAC unit, and Holbrook Heating was their designated contractor to install and maintain. HVAC unit was installed on 12.4.19, the compressor had to be replaced 3 times in 3 years, which is UNHEARD of, and it still did not work!!! After the 2nd compressor went at end of June 2022, I was told from Holbrook, they no longer service my area, so I would have to contact the new service company. I had to pay $149 for service call. New service company said I needed a new compressor and freon as there is a big leak. I told them that is impossible as compressor was just replaced a year ago and freon replaced, that means this would be the 3rd compressor! When they heard that, they told me they did not want to get get involved in this mess as they've never heard of 2 compressors breaking down in 2 years in all the years they've been in business. They said it's clear there is something gravely wrong and Holbrook had to deal with it. That's when Holbrook said they would do me a favor, (wink wink) and replace for me. Because of their incompetence, I went without A/C basically this whole summer! They installed 3rd compressor and added more freon on 8.16.22, I specifically asked them if they fixed the leak, as I cannot go through this anymore, the tech said there was no leak, valves needed to be tightened (I had to pay for freon thats not covered under warranty). 3 months later not working again! Rather than come back to address issue in mid November, when I still had warranty, (heat was only blowing out warm, then turned to cold air) they placated me stating all was fine with unit as its more energy efficient now. In beginning of December compressor started making really loud noises again. When I called them on 12.12.22, I was told my extended warranty expired on 12.4.22!!! And now I would have to pay $250 for service call and $250 an hr after that, as again, THEY NO LONGER SERVICE MY AREA. I then asked to speak to Scott Rossen, the owner, as how could he charge me this amount when clearly there's something wrong!! I'm still waiting for a call back, I won't hold my breath! Since I was no longer under warranty, I called another HVAC person, the first thing he told me is I had a huge leak and my freon is pouring out again!!! This is the reason why the compressor kept on breaking down. The compressor would need to be replaced again if I didn't call the new HVAC company. Also the thermostat Holbrook replaced, was not compatible with my system, so that's why heat never came out hot, only warm, then turned to cold air. New HVAC person fixed leak and installed proper thermostat within 4 hrs that Holbrook couldn’t fix in 3 years!!!! I had to pay $2200 in total for this visit (freon, new thermostat and their time). In total I paid almost an additional $3,000 because of Holbrook's incompetence. I'm more annoyed over the unnecessary aggravation and the time I wasted on them. I purchased a new HVAC system so I wouldn't have issues, all I had were issues because of them ughhhh

Installation seemed to go well, but a few months later the heat pump failed. After three years and countless service calls, the heat pump still fails regularly. Whatever the problem is, they can't seem to diagnose and fix it. This past winter, I spent about $1,000 on emergency oil because they couldn't fix it until spring. They fixed it in May, but now, in early August, it's out again and I have to rely on a window air conditioner for cooling. I have yet to go an entire heating or cooling season without another failure.

Each phase of the project was managed very well by the team from Sales, front office, estimating, installation, and coordination. The team responded to all our questions in a timely manner and kept us informed at each stage. The installers worked through the issues at our 100 year old property to accommodate the placement of the various system components and electrical connections. Coordination between the team members was key.

When Holbrook installed the furnace, I had no need for the included Tstat. I received no deduction from the total cost then and now, when a new Tstat was required, I was charged. I fully expected to pay for the service call, and the installation time charges, but I did not feel I should pay (again) for the Tstat. There was no consideration of my spending thousands with them. It was like I was a new customer. They did follow up with an email asking for my feedback via "click link below", however it contained no link! When I responded that they needed to send me their link, I received no reply. Also, I am guessing on the total cost of the visit, as I received no receipt whatever.

Had a section of our hot water system freeze this winter. Holbrook came out - “yep! It’s frozen and there is nothing we can do until warms up. Buy some space heaters. That’ll be $354 please” Had them back out because they took $100 off the next visit (no “callout” fee for the same problem in 30 days). Pipes unfroze on their own. Needed new antifreeze in system. They pumped in 15 gallons and charged me $1000. The guy was nice but had to keep calling someone to figure out exactly how to do it. The cost of the antifreeze they used would have been $354 shipped if I had bought it myself. After watching the guy do it, I realized I should have just watched a YouTube video and done it myself - it was that easy. So what would have cost me about $425(with a pump), they charged me 3 times that. Highway robbery preying on the trusting like me. I’m going to have 3 mini-split AC systems put in this summer along with a furnace overhaul. I’ll never use Holbrook again as it’s obvious they gouge.

I hired Holbrook Heating Co. through Home Depot, not Angie's List. But since they are on this site, I want to say that they installed both my new water heater and AC units about 1 year ago. Both units are running great and they did a very professional job. I would definitely recommend their services!

Everything went great. Good people and quality work.

Their price is average. They are very knowledgeable and dependable. They showed up when they were supposed to, did what they were supposed to do, and did not try to sell me extra things.

Estimate went awesome very informative they were honest they told me why I shouldn't go with the system that another company recommended and they backed up why I shouldn't go with it which is huge very knowledgeable strongly recommend using these guys system works amazing

I called them in a panic, as it was a holiday and February. They even brought a used furnace to save me money!

Will NOT, repeat NOT do business with HOLBROOK HEATING ever again!!!!

Holbrook hvac person came, looked everything over, said I needed over $1,000 of work to replumb everything. He then moved a recirculating section on the coal boiler to completely OFF. I have been working with a rep with the coal boiler company, who had a diagram, and photos of what I had. This Holbrook rep was completely WRONG in everything he did, MOSTLY the valve he turned off. I spoke with the coal boiler company, they said this could create an EXPLOSION!! Good thing I called, I quickly undid what this moron from Holbrook did, averting disaster. Told the manager at Holbrook this, they only halved my "service charge." Really? Why is it so hard to find people who know boilers?

They were there twice. I had the guy once because my heating system was making horrendous noises last fall. I had somebody out for that. The guy was trying to tell me I had a cracked heat ex-changer and he was measuring 3 parts to a million carbon monoxide inside my furnace and he was like, 'it's cracked and it could get bigger.' That it would cost me a lot of money if I had to have an emergency install in the winter. So I said to him that I don't care about 3ppm, I said I'm a chemist and I realized that if you have 3ppm in a 1sqft area inside your furnace, it's not going to be anywhere near the permissible exposure of like of 70ppm in the house and he was trying to scare me. Well, that didn't scare me, what scared me was the fact that I might have to pay $4000 for a new furnace.

Holbrook was fantastic from the start! We were connected to them through Home Depot for an a/c quote. Their salesman Brett was terrific. He arrived on-time, was very professional, and explained the options thoroughly. Our home needed an electrical upgrade before the a/c installation and Holbrook facilitated that. The electrician was extremely professional and courteous. He also did top-notch work compared to what the previous owners had. Once the a/c could be installed, the gentleman that did it were on time, professional, and quick. When there was a small snafu at the end of the day, Holbrook quickly addressed it at their expense. I could not recommend Holbrook enough!

I had a great experience working with Holbrook Heating to replace 3 old furnaces and install a new water heater in my multi-unit building. Keith and Asa were very professional and showed up early and explained what they were doing each day they were on the job (the whole job took 3.5 days, just as planned). When they left each evening, the area(s) they had worked in were clean and the old equipment had been loaded up in their truck and removed from the site. They explained to me the operation of the units, their maintenance needs, and how to read the trouble codes in case anything wasn't working in future. They were always courteous, friendly and professional, which was a welcome change to some other contractors I have worked with in the past. The new furnaces look great and are quiet and seem to be much more efficient so far. They also explained to me how to get the rebates from the power company, which will save me quite a bit on the install. I would definitely work with them again in future.

They are pretty good. One time I had called them for duct cleaning and they came in and said, you don't need any duct cleaning. They came when they said they were going to come.

This is not the first time that we have been saved by Holbrook Heating and AC. Despite their full schedule, they squeezed us in, and took care of the problem. They are honest and only do the work that is needed. Their rates are reasonable and we could not be happier. Thank you Holbrook!

They are very knowledgeable I met him at the home show, and he scheduled us within a week. He got us references and allowed us to talk to people regarding our project. I have been majorly impressed so far with this company! They even helped me get financing.

Sales rep shows up over 30 minutes late - doesn't have business card, pen, or piece of paper. Looks at system (no measurements taken) and tells me what my options are for a replacement system. They no longer support Bosch or Buderus boilers (despite having the Bosch logo on their website), so those were off the table. Then he proceeded to throw out names of other systems that might be options. I looked at his recommendations on furnacecompare.com while he was present and proceeded to inform him of some of the deficiencies that others had experienced in the units he was recommending. In response, he told me, "you can't believe any reviews online". The quote that "the office" worked up while he was on the phone was for $7700 (mind you - nothing on actual paper). As I proceeded to breakdown the costs with him, he said that "the office" budgets a day and a half for this install. Other contractors budgeted 6-8 hours for the same work. Parts, which would have consisted of some copper tubing (10ft) and pvc elbows and tubing for exhaust ran almost $2000. After I pushed back on the estimate with my knowledge of the project at hand (and that copper and pvc doesn't normally run $2k), he conveniently could not get back in touch with the owners to provide me a "true estimate" of the work that needed to be done. He ended his visit by taking 2 pictures of the existing unit (again, no tape measure was present) and was going to get back to me on the number. I will not be hiring them for the following reasons. 1. Incredibly high pricing on labor and parts relative to other quotes and true costs of materials. 2. If the sales rep is any reflection of their installation crew (which he used to be a part of), I would worry about the quality of the install. 3. No tangible estimate provided. While he was quick with a verbal estimate, he did not provide a written or emailed estimate to see the line item detail on paper.

I came home from out of town on a cold late Saturday night to discover problems with my heating system -- it was rattling through the house and there was a strange smell. I turned off the system and called the next morning (Sunday) since I was afraid to turn the heat back on. They were here in an hour and determined that I needed a new furnace -- and showed me the parts that proved this true. They then saved me money by locating a quality used furnace rather than paying more for a brand new one, and the used furnace even came with a warranty. They managed to do this and install the new furnace the very next day...good thing, since without heat at this time, it was 45 degrees in my house. Everyone was prompt and friendly, and the guys who installed the furnace cleaned up all the mess that comes from switching out a furnace. If there was an A+, I would give Holbrook that grade.

The technician was friendly and knowledgeable. Assessed the problem and consulted with office to obtain needed part (circuit board). The part was unusually expensive ($400), and would require another day and more labor to install, so I was pleased that we were only charged for 1/2 hr of labor for the first day, even though he was here for 1 &1/2 hr. Although the company was quite busy with requests for service calls, the office staff were quite responsive about getting the tech to us promptly the next day to install the new part. All went well with the final repair.

The team arrived on time and worked very professionally. They were always informative regarding the installation. The were very courteous and clean. They answered any questions that we had regarding the new heating/ac system they installed. They also ensured that we had all the serial and model numbers so we were able to get all the rebates that we were entitled to through New York state. They were very professional and I would use them again, and recommend them to others.

The furnace in my son's house stopped working so he made an appointment with Holbrook Heating to have it serviced. After waiting hours he had to go back to work. His wife and I were there when the service tech arrived. The tech looked over the furnace and had some ideas about the possible problem (all of which turned out to be incorrect). He then drained the system & had me carry the many buckets of water out of the basement. After that, he said he was going to clean the water level spy glass even though it didn't need to be cleaned. I watched him carelessly break it (or maybe on purpose). He admitted he broke it and told me he would repair it for no charge and left to get the part. I went back to work and when my son got home the tech was finishing up. The tech had not made any repairs other than to fix the spy glass that he broke and turn on the valve to drain the system; he certainly did not do the kind of service I have had done on my furnace by other contractors over the years. He told my son to get a new furnace. My son paid the bill, almost $400. Later I learned that he was charged $200 for the repair of the spy glass. After many attempts we finally spoke to a company representative who said the best they could do was to put it toward a new furnace (which was not needed). Calls to the manager were never returned and a letter to Mr. Holbrook, the owner, went unanswered. Very disappointing and very unprofessional.

I bought my current home in November 2013 and although I was okay with the heat provided by the furnace during the 2013-14 winter, I knew that I would need to get a more energy efficient furnace. I spoke with some people at Home Depot who were offering to do a furnace/ac evaluation so I signed up. (I had installed an energy efficient furnace in my former home and so was familiar with the process, costs, etc.) The Holbrook salesman, Ron Cornell ("Gator") was a pleasure to deal with. He arrived promptly, answered all of my questions, and discussed several options including brands and the pros and cons of installing AC now or later. (I went with a package installation of both AC and furnace). The price appeared to be reasonable (a little better for the furnace than I'd gotten from a competitor a few years back). I agreed for an installation for two weeks later. I purchased a Goodman 96.3% efficiency natural gas furnace and a Goodman Air Conditioning unit. The installers (Dan W. and Brandon) showed up for the 2 day installation promptly both days. Dan was the experienced installer; Brandon was working under his direction. Both were polite and friendly, answering questions I had about the installation process. They cleaned up after themselves beautifully both days. Small problems with the installation (like mis-threaded piping and thermostat wiring that was not sufficient for the AC) were quickly and efficiently solved. Some new duct work and adjustments to existing ducts were required as part of the installation. Dan did great job of installing the AC, integrating it flawlessly into the furnace. The furnace was working when they tested it, but it's been too warm to give it a thorough testing. Brandon helped on all aspects. I found Holbrook Heating and AC to be an excellent company to work with. Their sales and installation staff were great. I recommend them highly.

Decided to go with the other company which is closer to my home. No work was done on the furnace.