Service Now Inc. Heating & Cooling

GOOD. ON TIME. HAD THE PARTS NEEDED. ANSWERED EXTRA QUESTIONS AFTER THE BILL WAS PAID.

Jason Johnston went through the house, eyeballed it from inside and out to determine how to run ducting upstairs. I wasn't sure it could be done, but he found a way. It took us some time to get our home equity loan, but he still honored the bid he had given us even though costs had gone up and we were in the busier season when the work was done. The installers, Curt and Steven, were clean, courteous and pleasant to be around. We had someone at home at all times, and they were good at answering questions. They did not always communicate what they were doing. For example, if I had known ahead of time that the work schedule was 7am - 2 pm, I could have missed less work. The only problem that arose was that they inadvertently blocked all crawl space access beyond the entry point room with the duct work. When I brought this to Jason's attention after the job was done, he had them back the first day I was available and they went beyond what was needed to gain access to the crawl again. The other glitch was with getting power to the furnace. I had found Service Now through a companion electrical company, T & T. Bottom line, because they came together, I assumed they were communicating with each other. What was missed in either bid - electrical (service update) and the HVAC - was the cost for wiring the furnace and heat pump. This was not insignificant - $1200 - but I understand that I had not asked either contractor for a bid on that. Again, I assumed they were working collaboratively. It would have been nice if someone had mentioned the need for getting electricity to the furnace, but I fault myself for not anticipating that duh, the heat pump will need to get juice from somewhere. Jason Johnston is wonderful to work with. I respected the ethics he demonstrated not only with me, but also with his crew. He did not assume that they had made a mistake (in the crawl) until he checked in with them. I appreciated his respect for them as well as for me. Jason was determined that I would be a satisfied customer, and I am.

I chose another company to install the furnace because of the difference in prices.

I thought that they responded promptly. They were specific about what they could do. They offered a lot of options. I felt comfortable using this company. The price range was in the ballpark. They even filled out the rebate information for me and filed it online. I'll be looking for that in a month!

They are very nice and professional. They explained everything to us and told us how to use everything. We felt the price was fair.

They installed right on schedule (even though the gas company did not). The installation crew kept the basement clean.

They are punctual, affordable and awesome.

After researching Angie's List for companies close to my residence, chose Service One because they seemed to have the most satisfied customer experiences and are close to my house. Called their dispatcher and left message as to the problem; their scheduler called back after they opened for business and was able to have someone out the same day by 1pm. Paul was right on time, quickly diagnosed the problem and got the part ordered. They were very accommodating with my schedule for the next day to install the part and again, Paul was right on time, very thorough and knowledgeable about the issues and explanation of the problem. Had the new part installed very quickly and checked to make sure the a/c was functioning properly.

They did a very good job and I was pleased with their services. They arrived on time. They were very professional. They were very clean. They were also very courteous.

Quick response to our request. Jason came out and determined which central ac units would work with our heating system and emailed us back within 24 hours four different units that would work. After picking the unit we wanted, the installers were at our home promptly and did a wonderful job installing the ac unit.

Work was done quickly and efficiently. There were some minor adjustments that had to be made to close the permit with the city, but Service Now fixed any issues immediately. They also had all the paperwork prepared for Carrier and State rebate programs. All I had to do was sign and mail them in!

They where very friendly when they where there working for us. They where very professional about the job. They had showed up on time to do the work for us.

We had initially received a verbal referral for another company that we tried first. After 2 days (and 2 calls from me to their answering service to check in.) of no call back to even schedule an estimate from said company, we signed up for Angie's List and began reviewing reports. Service Now really stood out with the reports and comments that people had posted. I contacted their office, immediately spoke to a live person at their office (not an answering service) and they asked when it was convenient for me to have their representative come out to our home to provide an estimate, all on the initial call. The representative arrived on time and was professional. He asked us questions that we didn't expect to provide us with options (like how long we planned to be in the house). We felt that he gave us great options to choose from for each item we were considering and that he wasn't trying to up sell us on items. In fact with the length of time we plan to stay in our home, a heat pump wasn't the best option for us and we were able to select an air conditioner that will more than meet our needs verses one that will take twice as long as we plan to stay here to pay for itself. We felt that he listened to us and considered everything before preparing our quote. We made our selections and he scheduled us the same week. His team of installers and electricians came to our home as scheduled and completed the job in 2 days as estimated. They showed us how to maintain our new installations and worked with us on duct placement in the new room as well as with the A/C location to ensure that everything was as we wanted it. The team showed us how to use the new thermostat that they installed and fielded all of the questions that we had. From estimate to a nice cool home in one week's time was great! We are actually glad that we didn't get a return call from the other company so that we had the opportunity to work with Service Now.

I had furnace problems off and on all winter, and lived with space heaters and a cold house much of the time. Another company had been out at least 7 times over 3 months and had never fully identified or fixed the problem. They replaced multiple parts, and while I think there may have been 2 separate problems, they never did figure it out. Service Now not only fixed the problem for good, the technician adjusted my furnace and it has now been working better than ever for the past 2 1/2 months. After spending over $1000 with another company and still having my furnace not working correctly, the $200 I spent on Service Now made me wish I had called them much sooner.

We had this work done in fall of 2006. Since then, we have used Service Now for their annual inspection of the new furnace, along with our old existing A/C. They are always very punctual, efficient and courteous. Our A/C is about 20 years old and they could have easily talked us into replacing it , but instead they told us it is still in good working order and should last several more years. I really appreciate their honesty.

The first service was simply to check out why the furnace was shutting off sometimes. The man who came, Frank, found that the fuel pressure needed to be turned down. He suggested that I replace the flue pipe as it was wrapped in a tape and was not safe. He said he would get back to me and let me know the cost and order the parts. I was charged $85.00 for a "trip charge" and $85.00 for labor. When I didn't hear back with an estimate I called and spoke to "Curt" who gave me an estimate of $275.00 to $375.00 for the job. I questioned how they charged and he told me that it was "$95.00" per hour. The charging time includes travel time and if the work goes into time in the next hour, no matter if it is only 1/4 of an hour, then one is charged for the second hour. I asked if the travel time meant from their business location ( which is one mile from my residence) and he said no it was from the repair persons last location ( which, of course, means it could be 20-30 minutes away or more and cost me an additional 95.00 to just get the service man to my location). Not fully understanding the intricacies of the job, and believing they had attained the parts, I agreed to the vague estimate of 275.00 to 375.00. For this job, the service man worked for 25 minutes and then informed me he didn't have all the parts and would have to leave and retrieve what he needed. I spoke to Curt as I didn't understand why all the parts (6 pieces of vent pipe equaling 42") were not here and to clarify that I didn't want to pay for this trip time. He said he was "expecting my call" as he had heard from the service man about the side trip. He reassured me that there would be no charges for this and apologized for it. The gentleman returned and was here for between 25- 30 minutes and was done. Total time at the job was 55 minutes.I am then presented with a bill for $325.00 along with the statement the Curt in the office had said he would "compromise" with me and only charge 325.00. That meant, to me, he was automatically using the higher number of the estimate ($375.00) and knocking off $50.00 like he was giving me a deal. I said no and the service man finally said $275.00. I agreed to that because I had agreed to the original estimate. When I asked the price of these 6 short pieces of vent pipe his reply was that I would have to call the office as they don't list the parts price on the invoice. There price went up from $85.00 to 95.00 per hr. from the first visit to the second. I paid 275.00 for 6 short vent pipes, 55 minutes of labor, and I would be happy to figure in some travel time but not up in the 75.00 to 100.00 dollar range. I lost my final trust when the negotiation for the price in the end was to offer me a little less that the high side of the estimate. If it weren't for Frank. who did the work, being informative and reasonable, and also taking time to listen to my frustrations, I would have held off on payment until communicating with the office further.

The very next morning installer Kelly (who had been scheduled for another job) was at my door ready to go to work. He had been assigned to do the job alone. It was a tough install due to the physical placement of the heater and poor installation work by the installers of the original heater. And, this is not just Kelly telling me this. Several other company reps had told me how difficult an install would be. And both Frank and Jeff had told me the furnace would have to be moved forward, but they wouldn't have to cut into the cement back wall of the garage (as the other companies reps told me would have to be done). Kelly very carefully measured and figured out he could get the furnace and air coil installed in the same footprint as the old furnace without having to move the furnace forward. And, he did it even though it made things more difficult for him. I was really pleased with both Frank and Kelly. I had told Jeff I hadn't wanted two of the other servicemen due to remarks other members had made about them. That's how I wound up with Frank (who was praised by other members for his knowledge and ability to impart it in an understandable way, and his ability to repair problems due to having that extensive knowledge) and I concur with those other members. I'd ask for Frank again. And Kelly, what can I say, he's my hero. He did a beautiful job on a very difficult install, mostly by himself. At one point he called for some help and supervisor Paul came and assisted for a couple hours. Good thing, otherwise Kelly would have been there until 9 PM or so. This was definitely not a one person job. Thanks to them both. I've lived with the new furnace since 4/10/08 and what a blessing it's been. It does what Jeff said it would do. The far back bedroom is warm for the first time in the two years I've lived here. I can recommend this company and would use them again. In fact, I will do so when the budget allows me to put in the air conditioner. I do have some questions about the maintenance agreement they sent me so I could look it over and decide if I wanted it. It doesn't spell out exactly what it covers and so I'll be calling them about that. Want to know exactly what I'm paying for, should I decide to take it. Oh, one other thing- be sure if you use them to keep telling everyone you talk to that you are a member of Angie s List. They offer a 10% discount on the service call and although they were happy to honor it, someone dropped the ball and forgot to tell Frank so Jeff changed the amount when I met with him. Not a problem and not a real concern- just an error that might happen again sometime.

Excellent. I called at 7am and left a message with their answering service. They called me back promptly at 8am when they opened and had someone here by 8:45am. They had to order a part, but right after Jerry left a dispatcher person called me and told me they had the part in stock and that Jerry could come back at 11am to install it. He did that and after about 15 minutes the heater was fixed.

Came home and the house was cold. No heat at all. Smelled gas by the furnace so we left the door open, called the gas company, who came out and determined that we had a broken Hot Surface Igniter (essentially similar to an electric stove's burner). Service Now sent out Jerry who replaced the igniter, showed me how to seal a few minor cracks inside the furnace, and was helpful the whole time. I ended up saving about $50 by having the gas company diagnose the problem for free instead of having Service Now do the same. I recommend this if you're not quite sure what's broken with your furnace. Got my 10% off Angie's List discount. Got my furnace fixed in under an hour. Got some free tips on how to prolong the life of my furnace, too.

Excellent. They arrived w/in an hour of their scheduled time (called to let my wife know they were running a little late). They brought all necessary parts and the unit was up and functioning by the late afternoon. When my old thermostat was removed a large hole was behind it and the new thermostat was vertical instead of horizontal like the old one so it left gaps next to the unit on both sides. Upon request a replacement unit was installed the next day that recovered the hole at the same time a minor service adjustment was being made to the new unit. To date we've been very pleased with how the unit functions and personally I feel warmer at a little lower thermostat temp.

Frank was the service tech and he was very courteous, friendly, and knowledgeable. Took time to explain reason for problem and how to fix it and prevent further problems in the future.

Fantastic! Frank was punctual, polite, knowledgeable and helpful - and he came in right on bid! He showed me the workings of the furnace and advised about future maintenance, etc. I am definitely a better-informed (and therefore better-equipped) homeowner due to his help and advice! I recommend them (and Frank) to every homeowner I know!

Went great! I came home to no heat, woke up even colder; this is not good as I have a little baby. I called them up, they came right out (literally an hour and a half later) and the guy was great. Fixed the heater and threw in an air filter for free. Great work, nice repairman, reasonable cost. I will do business with them again if it is ever needed.

We had a recurring problem with our water heater - basically the exhaust liner in the chimney was too wide for the size of our heater and this caused condensation and some slight leaking in the heating unit room. They put a new lining in and all leaking stopped. They were prompt, professional, and polite, both in the estimate and the service. When we were selling our house several months later, we had to convince the home inspector and potential buyers that the problem was fixed (they saw evidence of water damage but no water). Service Now came to our house ASAP, assessed the area, and made a formal verification statement that the problem had been fixed. They did not charge us for the service call even though the warranty period was over. Service Now went above and beyond for us, and in this tough housing market we are grateful for their assistance. If we still lived in Portland, we would definitely hire them again if we needed this sort of service.

I called at 9 am and was able to schedule for a repairman between 11 - 1 the same day. I warned them that I had a doctor's appt. at 2. They called me about 20 minutes before their staff arrived to let me know he was on his way. He did the work quickly and efficiently. He was friendly to me and to my large dog (many service people have been afraid of the dog, and I prefer to not have to lock him away when an unknown service person is in the house for my own safety). He diagnosed the problem, which was consistent with our diagnosis. He didn't have the part, but he went and got it and returned. He finished in plenty of time for my other appointment. He warned me that my heater was reaching the end of it's life expectancy and suggested I begin budgeting for a new one. He gave me a rough idea what it might cost to replace by his company in a couple of years (not in writing), also saying that I should shop around when it came time for the replacement.