Roland J Down Service Experts

I used them all the time for my furnace, they are excellent.

Roland J. Down Service Experts have been very good. They tried all kind of things and finally got that settled. The people from the maker of the machines, when they got all messed up, they came back and they saw that they installed it wrong. They went through changing the hot water tank, put the second one in. It was something with whatever was going on those tanks. It was torture for us but they didn't charge us anything. They said it was 100% guaranteed and they did it so we'll stay with them just because of that even though they made a mistake installing it.

I had used Roland J Down in the past, before they became part of Service Experts, and was happy with their work. So, when I purchased my new home, I signed up for a service agreement for both my Central A/C system and my furnace (different systems). In April, the technician came out to perform the service on my Central A/C system. He was friendly enough, but continually commented on how pretty I was and how he could not believe I was divorced and currently single. While I believe he serviced the A/C system appropriately, he was completely unprofessional and took over 2 hours! It was a Friday night and he made several comments about how he had nothing planned for the evening. I never commented back - I was just over 30 and he was my grandfather's age! At the end (finally) of our appointment, we scheduled when my furnace would be serviced (mid-September). In August, I called to find out exactly when my September service was, as I had lost the reminder card. I was informed that there was no appointment for me in the system! Much to my dismay, they were not able to schedule an appointment for me until mid-October. When that date finally rolled around, I was at home at the agreed-upon time (they schedule you in a time window?6pm-8pm was my time window). The technicians are supposed to call when they are approximately 30 minutes away. At 8pm, I still had not received my "I'm on the way" phone call and had to call the company myself. I was informed that my service technician was busy with heat emergencies and that I was still on his list. I told the answering service that I don't want a technician showing up at my house at 10 at night and that they should not come that night. I understand the need to respond to critical situations before routine services, but I also feel that my time is just as valuable as their time is and that a phone call should have been made. The following day, I received a call from the service manager (as I had requested). After going over the situation, he informed me that his technicians weren't going to call a list of customers to explain late appointments or reschedule when they should be busy fixing furnaces. The manager just couldn't comprehend that good customer service means valuing a customer's time as much as your technician's time. He said "I can tell there's just no pleasing you" without ever offering an apology. The company never was able to complete my furnace service for the year, so I requested a refund of 1/2 of the cost of my service agreement. The manager agreed, but i never received a refund. I finally submitted a complaint to the BBB only to find out that this company is actually run and owned out of Texas! But I did finally received my refund after having to argue my point a few more times. If a company values it's customers, it values their time, their money and their property. Having a secretary/intern/manager call scheduled appointments to explain a severe tardiness in a technician's arrival time should be a given. Do yourself a favor and DO NOT hire this company for anything!

I was extremely disappointed with this experience. We had a similar issue last year and were generally happy with service experts. This time the inducer for the burner was not spinning correctly and kept stopping, even if you got it spinning fast and the burner firing (i.e. you'd get 10 seconds of heat then the inducer would die). We assumed this was the issue but brought in a professional to be sure. Technician came in on time, promptly diagnosed the problem, jimmied with the inducer and got it to fire off once, after which it promptly froze up again. Saying he wanted to be sure I had an interim solution...he then left, saying I should just poke at the inducer when it stopped (again, it stopped like every 10 seconds of heating, but fine). The visit was $99, a bit expensive but not outrageous - but he left me a quote to put in a new inducer - >$500, which seemed a little steep. So I asked if he could give me a breakdown of labor vs. hardware, since swapping that part out is about 5 minutes of work (literally, I'd done it several times as part of troubleshooting this). He couldn't/wouldn't. I asked if there was any reason not to do it myself and he said the hardware would be hard to find. Initiailly I was going to bite the bullet and go with their service, but I was actually able to clean up the existing inducer enough to get it reliable for hours at a time, so it became less urgent. I then found the new inducer on amazon for $150(I got a slightly more expensive one at $190 that had expedited shipping). I had it here in 2 days and installed it this morning in 4 minutes. So basically, they were going to charge me >$500 for a part that can be bought on resale for $150 and 5 minutes of work. I had initially thought fairly well of service experts after my experience last year (broken fan rather than inducer), but this price gouging has opened my eyes. Recommend you check any hardware they recommend via resale, since they won't tell you what labor/hardware you're paying, and you might be unpleasantly surprised.

I tested the hot surface igniter and found it bad. There was a leak in the drain line, and a loose connection (due to corrosion) on the control board. These repairs were done by myself. The furnace has been working fine now for over 1 year now. I challenged them with a full explanation, and photos, they still would not issue a refund. I was robbed.

Our furnace was cutting out intermittently. RJD came out and insisted I needed a new furnace because "the mother board" was "fried"and could no be replaced. They charged me $75 for the service call and quoted me about $6,000 for a new furnace. Then my brother in- law who is a retired HVAC professional looked at it and said they only needed to clean the condense pump lines and seal the housing around the blower. I called RJD back and waited while the tech did what I asked. The furnace has been working for over a year now. These guys are scam artists in my opinion. The charged ma about $300 for the repair.

punctual, professional, gave good advice

We have a contract for yearly furnace inspections with this company. Our furnace was diagnosed with issues that needed to be repaired or would need to be repaired in the near future. The furnace is 20 years old and rather than do "nickel and dime" repairs we decided to invest in a new furnace and humidifier. This service took place on a Wednesday. We told our decision to the service man and requested a meeting with their salesman . The service man called the office and the sales rep returned our call the same afternoon and we set up a meeting for the next day. The salesman was prompt and very knowledgeable about the furnace I was interested in and answered all questions to my satisfaction. We wanted the furnace as soon as we could get it installed and the sales man scheduled the installation 3 days later on Monday. We were thrilled with the installers...they were very neat... put down throws on the floor so they wouldn't dirty or scratch them when they brought the furnace down to the basement. Wore booties on their feet. I could go on and on with the positive experience we had with this company. Overall we were completely satisfied with everyone we did business with during this transaction. We have been customers of Roland J. Downs Service Experts for over 10 years and have never had a bad experience doing business with them. I will definitely have them come back and replace my air conditioner when the need arises.

Then when you call the wait is typically about a 2 month wait. I'm looking elsewhere for my service needs. Just seems they are understaffed for their customer base.

Initial estimate was high, especially the piping. Some discounts were given reducing the initial estimate to a better price. Pipes and toilet were replaced on first visit. There were questions regarding the number of labor hours worked being a good amount less than the labor hours in the estimate. Issue was worked out with the company. Kitchen faucet and garbage disposal were replaced on subsequent visit.

It was horrible! The service tech told my husband that we might need a new system and he could clean it up and help us get one more season out of it. I was not home yet. When I (female) came home, I spoke with the service tech. My husband was out of the room. He was very nice and cordial. However, he told me that flames were going to shoot out the sides of the unit and possibly travel through the pipes and basically, as he looked at my young daughter, we were going to have a house fire if we used it. They sent an estimator out to give us an estimate on the new system. They told us $6,000 for a certain brand. I researched the brand and it had terrible reviews online. I called and questioned this and they quoted me $9,000 ("as a favor") for another brand. I researched that brand -also bad reviews but slightly better. I then decided to gather evidence against out home inspector. Certainly, he should have caught this expensive defect! The rule is anything over $1500 and you can back out of buying the house or negotiate. Now we were going to be out almost $10,000! I called RJD and asked them to write in the estimate weather or not this should have been caught by the home inspector. They NEVER called me back. Long story short - local, well known and locally trusted heating company came out and took a look. They were under the impression they were quoting us for a new system for thousands of dollars. They refused payment at all. They said there was no way we needed a new system and ran it extensively showing us the flames, etc. and giving us tips to keep it running well. We DID NOT need a new system and it is, in fact, running fine and safely. RJD will not return my calls.

I was shocked by the estimate we were given. It was so astronomical we had the work done by another company at a considerable savings

The technician servicing our old unit last February mentioned it was almost 20 years old. We opted to wait until summer to consider a new one. When we contacted them Dave Snare visited the house, worked up preliminary plans and provided us with an estimate which we accepted. Work was scheduled for 8/10/13 which was a Saturday. The 2 technicians were right on time, were friendly and professional, worked efficiently, and answered our questions to our satisfaction. We had agreed to $600 for a chimney flue liner for our gas hot water heater to meet current codes but he found we already had one from storm damage in 1999, which we had forgotten. That adjustment was made on our invoice without issue. The total price included a 5 year service agreement on both the furnace and our air conditioning unit.

He was very helpful because he gave us some good tips on gettting the maximum efficiency of our unit. We closed/opened a few vents to make the flow better. It was very practical advice and now the house has a more even temperature.

Like all plumbing work by any firm, it seemed unreasonably expensive. The installer did a good job of installation, but installed differently from the job specifications. He was supposed to eliminate the disposer, but reinstalled it. He said he would drill the necessary hole for a detergent dispenser. When we asked why he hadn't, he said he'd left his drill at the shop.

When I emailed a picture of the poor workmanship to their headquarters they immediately called and said I would be refunded the $165.00. Never received refund. They also promised to come between 10 and 12:00 noon to fix the situation. They then called at close to noon to ask me to reschedule. This would have been 6th visit so I told them not to bother and I hired someone else to redo the dangerous situation they left me with. The new plumber said it could have exploded as the relief valve was pushed so tight into the wall that it left a dent.

Initially called to have leak repaired, which was. In the process the air circulation was compromised. Had a different tech return 2 days later (couldn't get back the following day, too busy). He indicated that so much ice had accumulated that the air couldn't flow and that my condenser needed to be replaced (the first tech said the unit was fine). Started gathering 2nd opinions and in that process it was discovered that the duct work for the return air had collapsed and needed to be replaced. There was no ice accumulation at all. Once that was replaced (by someone other than RJ Downs), my system is working great. No need to replace the condenser.

Roland J. Down Service Experts showed me a book and it was ridiculous. The guy came and spent an hour here and never really gave an estimate. He gave me a book and showed me all these information of numbers but he never gave me a real estimate. It was a waste of time. The book showed all the products. He gave me a price but never wrote anything down. It was like two times the last guy offered me. It was double the price but never written. He said it was between $9000 - $11000. When I called them, they came right away.

The installation went very well. We were also having a patio put in on the same day and it required some coordination with the other verdor Howard's Landscaping. Both vendors worked together to make sure each was able to perform their work. We had requested several quotes for the heat pump system (both indoor and outdoor units). Service Experts was the most expensive, however, they were quoting on a much more efficient unit than the others. They were also the only ones who sent a sales rep to actually review everything about the unit and explain what all the ratings actually meant. All other vendors sent an e-mail which were totally unintelligble to us. Plus Service Experts provide a guarantee that states "if you are not totally satisfied with the unit within 3 yrs of purchase they will remove and replace at no additional cost". That told us that they are very confident with their product. We haven't received any utility bills as yet, but are confident that the new unit will be saving us $$'s.

We use them to service our heating and cooling systems. We have a service contract for the heating system. The first time we tried to schedule a heating appointment was painful. They couldn't make an appointment till almost three weeks later. But the A/C service experience was much better; two days later. The Tech said they had a new scheduling system, so it looks like they've solved their issues. Techs are always on time and professional. Cost is average. I trust them to do the work I hire them to do.

Nothing except told me I have a refrigerant leak for which he charged me for a service call and then stated he'd have the sales team call me. I have since gotten a second opinion and the problem repair has been scheduled.

They called to set up our appointment since we have a pre-paid service agreement. They called to tell me that the service man was on his way. He came and put on shoe covers and then checked the unit indoors and outdoors. Advised me of what he doing and where he would be. He was efficeient and polite. He reviewed everything that he checked and advised that all was well and provided with my receipt. On time and fast!

Went with several bids and choose Rowland J Down based on consumer reviews and the professionalism of the salesman. Work was started on the date promised and completed on time. Work area was cleaned up on a daily basis professional installer

They gave a prompt and reasonable estimate. They did the job quickly. They worked professionally. I am very satisfied with their service. They answered all the questions that I had.

I think their service was very good. I would recommend them. They were able to diagnose the problem quickly. They have a service agreement which I think is a good buy. You pay a yearly fee, and they will come and check your furnace each year.