Heat Relief

HEAT RELIEF AND THE TERRIBLE, HORRIBLE, NO-GOOD, VERY BAD INSTALL. We could have died or lost our house due to their irresponsibility. Use Miller's Heating in Vancouver instead! -Busted our existing Furnace Gas Line-they paid for it to be fixed, but only after a struggle. -Poor communication throughout the weeks of service -Horrible Customer Service from the owner -Struggled to get incentives that were offered Their "best and most trained" employee Steve accidentally cut into the furnace gas line in my attic while installing a gas line for my new tank-less water heater. He endangered our lives by accidentally cutting into our furnace gas line and then LEAVING THE HOUSE! On Christmas Eve!!! When asked about it he was not truthful about it saying it worked fine when he left. My brand new gas furnace stopped working (of course) and after calling Steve and getting no help "Your furnace was on when I left. I heard it kick on." I had to call the company that installed the furnace. They out at 9pm on Christmas Eve and discovered that the gas outside was off (Steve insisted he left it on) and when they turned it back on and went up into the attic he came running back out saying "Oh boy!" because in that few seconds the ATTIC FILLED WITH GAS!!! If Steve had actually heard the furnace kick on OR had left the gas meter on LIKE HE SAID, then he would have noticed the gas leaking in the attic before he left. After inspecting the furnace gas line, the only line currently connected to the meter, he found it had a hole in it. Three days later Steve admitted that it was his mistake and that he and his co-worker "suspected a leak and had thought we had made sure there wasn't one". This rang false for me because he had originally insisted that he had done nothing wrong and he repeatedly asked me where in the attic it was leaking. If he had "suspected" a leak then he wouldn't have needed to ask where the leak was coming from. He was trying to cover himself and when he couldn't avoid it anymore he finally admitted his mistake. I had to ask HR to pay to replace the pipe they busted. I had Miller's replace the busted gas line and Heat Relief paid for it to be fixed. This was one of the only good things Heat Relief did and even then, it took two phone calls and a reminder to the owner later to get it paid. Heat Relief is (WAS!) a preferred provider for NW Natural which saved us over $1000 AND a $200 rebate from HR. This is why I was hesitant to switch providers after the mistake they had made by busting the gas line. HR did not immediately give me the $200 rebate they were supposed to give me. Mark argued about what they were supposed to rebate, and then finally gave me the rebate once I called NW Natural to get clarification. Mark was defensive and angry every time I talked to him, which didn't make sense since I was only asking them to fix their mistakes. To be clear, this company's "best employee" made a huge life-threatening mistake and left without fixing it. When I needed help THE DAY AFTER THE INSTALL and called HR Mark was interrupting me, yelling at me to "listen", and insisting that my brand-new water heater was perfectly fine, and it had to be my plumbing that was the issue. He refused to send someone to check it. He offered to send a plumber to check the pipes but would ONLY actually pay if the plumber said the water heater was the problem. I was pretty sure it was just the settings inside the water heater because I READ THE MANUAL. Instead of a plumber I called Miller's and they came to my rescue AGAIN! GUESS WHAT!!! THE SETTINGS WERE WRONG AND IT TOOK THE MILLER'S TECH 20 MINUTES TO FIX THE PROBLEM! My hot water arrives to my shower in 47 seconds now and not 15 minutes like it was before and all it took was pushing a few buttons. If Heat Relief had properly installed the water heater to begin with I wouldn't have had to pay Miller's $99 to send someone (who was NOT certified on Rinnai but thought maybe he could help because he's certified on other tank-less water heaters) to push a few buttons and fix the problem. Seriously......he pulled out the manual, changed the maximum temperature setting to 140 instead of 120 and set the internal re-circulation pump to start working. I had asked Mark about the settings and if they needed to be adjusted and he insisted the water heater was installed correctly. The foreman Don had told me that I could turn the temp up anytime I wanted without opening the box, but that was impossible until the guy from Miller's changed the max temp setting. Based on Rinnai reviews online, I had asked Heat Relief about re-circulation during the estimate, during the install, and after the install and all three different people that I talked to (Randy, Don, and Mark) insisted that I didn't need a "re-circulation pump". That is correct, I don't need an external re-circulation pump.....but we did need the "re-circulation" setting to be correct inside the water heater.

It went very well. They ordered the specialty part, installed it easily then worked to solve some water flow issues within the unit. The unit now is working as it should, for now. Issues related to the humidifier are design flaws that the technician is learning and working around.

It went very well. The technician answered all my questions, serviced my air conditioner, and showed me a couple of simple maintenance things I could do myself to make sure the air conditioner was working efficiently. I also signed up for the their package deal which means they will inspect my furnace in the fall plus I get discounts on parts should I need repair and will not be charged overtime if I have a breakdown and need emergency repairs during off hours and weekends.

They were very friendly, punctual and the technician did a great job. I would recommend them and give them an A.

Of course the furnace stops working on a snow day! So I called Heat Relief for emergency service. They claimed someone would arrive within an hour, and sure enough Marc did. He was friendly, clearly knowledgeable, and worked quickly. He replaced a broken pressure valve and the furnace is working again.

I really like them. Marc gets an A. They check our air conditioner in the spring and furnace in the fall. They come out if I have any problems.

Heat Relief was so great, came right away, so friendly and helpful. The office and the technician were great! thanks so much, Michelle

They are really excellent. I am on a service contract with them. I have been with them for 18 months now. The cost seems reasonable. I didn't shop around a whole lot, so I don't have any comparison. I had to transition from oil heating to a ductless unit, so that was a whole new system into the house. They made sure everything worked. We did it in two phases. We put in two units and put in a third unit. They were always here to make sure everything was working right and that the heat pump was working well. I was really happy with that.

To me if you get on to their service contract then the cost as you use it goes down over time because certain things like their home visit is free and that kind of stuff. I think the price is reasonable but I don't have any cost comparison. It was everything that I expected. Worker was outstanding. It's been the same service guy which is another reason I like the company because now we're familiar. I can talk to him about anything that has come up over the 6 month period and he is really very good, very thorough.

It went well. The furnace broke and they were able to install a new one a week later in early December when it was cold. I use them for my air conditioner/furnace/heat pump servicing at my rentals. The sales representative and installers were very knowledgeable and did a great job. I was able to get credits from the state ($352) and Energy Trust ($550) that brought the cost down to $3098.

The appointment was easy to schedule at my convenience. The technician (Mike) arrived on time and spent about 30 minutes diagnosing the situation, but ultimate came to the same conclusion as the gas company - faulty circuit board. The technician had to leave to purchase the part, returned in about 15 minutes, and installed the part and serviced the equipment. The technician checked everything to make sure it was in working order before he left - total service time including picking up the part was just over 2-hours. The total cost was slightly less than the estimate provided by NW natural (the local gas company), so I didn't have the feeling that I had been treated unfairly. I found the technician to be professional, courteous and competent.

Marc at Heat Relief was able to make it out a few days after I called to look at the existing furnace. He did a great job explaining the options I had for replacing the furnace. Scheduling for installation of the new furnace took another week, and the person who came to install it was not able to finish the job that same day. It was another few days before before they could come back to finish the installation. I had to have the person come back for a minor adjustment the next week. Overall, the process (start to finish) took longer than I expected or wanted, but it was a very cold time of year with a lot of demand on the company's time.

They were excellent. They came over the same day and got everything started. It was great. It was cold and we had gone without heat for a couple of days before we got a hold of them. They are our go to guys now. We have a contract with them and they are going to do the maintenance on the heating and air conditioning.

Heat Relief came to my home to help install some new gas lines and investigate a small leak in my basement. Initially, everything went great. The bid was reasonable and Chris was able to do the work same day. However, when I got home from work later in the evening, my house smelled very strongly of gas. I called Chris and asked if this was typical and he said it was but that it would clear up in about 20 minutes. It didn't and my house smelled like gas the rest of the night. I called the next morning and asked for him to come back as it was pretty clear that something was wrong. On the plus side, he was very responsive and came over very shortly after I called and he instructed me on how to turn off the gas line in the meantime. Once he was at my house, he discovered that one of our pipes had cracked and was leaking, causing the smell. Here is where I am frustrated -- while the cracked pipe was not one of the new pipes he put in, it cracked due to the work that had been done around it the day before. I understand that kind of thing can happen but I also feel as though it should have been caught before he left the night before and/or we should have not been charged for the labor to repair this pipe but we were and as a result we had to pay another $179 on top of the $700 we had paid the day before. Again, I understand issues arise when working on old homes and old pipes, etc., and I appreciate how prompt Chris was in getting back over to fix the issue but I think it could have been handled and priced a little more fairly.

I went to the office to get more information as I was told at installation there was a lifetime warranty. The owner became involved and told me there was only a 10 yr warranty, it would cost $1,600 to replace the exchangers and it would likely fail again. He was attentive and responsive to my schedule for meetings as he pursued the avenue of replacement. I contacted the manufacturer, gave the serial # of my furnace and was told there is a lifetime warranty on my furnace, 20 year warranty on the secondary heat exchanger and the manufacturer covers parts and labor. At this point I chose to no longer work with Heat Relief. I was given a list of Bryant trained providers in my area, I contacted one close to my home that did not charge additional fees for more than 1/2 hour of diagnostic work.......it was found that my furnace trouble was a dirty burner...... A $139.00 cleaning maintenance fee fix. A cleaning that would have prevented the problem if Heat Relief techs would have actually cleaned at last maintenance visit. I will never recommend Heat Relief.

On a cold last day of November 2015, my elderly furnace went on strike. Spent next day phoning various contractors who were all unavailable for several days. Heat Relief quickly responded, sent Marc who fixed the problem within minutes. Service call charge was $89, cost of the small broken part was a chilling $149, but the furnace returned to duty under Marc's healing hands. I especially appreciate their quick response to my phone call and sandwiching in the time for a repair despite their heavy schedule.. My thanks to Heat Relief who brought "cold relief"..

I had scheduled furnace service and they did not show up (experienced significant customer service failures). The morning after I had provided feedback to the owner via email, I got a call from him, offering to make it right. He offered to meet me at my home personally, along with his technician, in the evening after I got off work. Well done.

Everyone I dealt with was very friendly. I was clear when I called them that I had just had a brand new gas line brought to a new meter, and needed that line piped into the house and to a new stove and water heater. Unfortunately, something got lost in translation, and the tech who came was not prepared to do any of the work I needed. He ended up just bringing the line into the house and up to the kitchen, and left the water heater, which he was unsure of, to be taken care of at a later date. I do appreciate him not attempting to work on something out of his area of expertise, but am disappointed that the company did not send someone who was capable of doing the work I needed. After the tech had left, I got a chance to look at the work he had done, and was very disappointed. The plate installed on the outside of the house had a huge gap between it and the foundation, the next connection inside the house was wobbly and held in with just a few Sheetrock screws, the chunk of cement that had come loose in the basement where a hole was drilled was never patched, and the work areas were never cleaned. While these were certainly not life-or-death problems, they did indicate very shoddy work. My partner and I both spoke with the company, and they did send someone out to make repairs, and also promised to have the owner call when he returned to the office on Monday. I have still not heard from the owner, and am frustrated at both the difficulty in the company responding accurately to my descriptions of the work needed to be done, and the sloppiness in which they performed the work. I still need a water heater installed, and will be looking elsewhere to have that done. One of the employees I spoke with mentioned that there were a number of new staff working with Heat Relief, and so hopefully my experience is just a symptom of growing pains within the company.

We have used Heat Relief several times - really like their service, their professionalism & promptness. However, this time was a bit frustrating over transparency of cost. We were told we should replace the capacitor - when ask how much that would cost - the technician replied - "about $100". We said - okay. When the service was complete, the part installed and the invoice written - the result was a capacitor at $236 - this isn't even close to the estimate - this is a 136% increase. This was frustrating, and poor communication on their end. I will likely use them again - given my historicalexperience with them - but it will probably take me a few months before i consider recommending them to anyone.

Six years ago, this company replaced my gas furnace with a heat pump, and I was pleased with their work. So when I needed to relocate the electrical and coolant lines to make room for another renovation, I called them first. On the originally scheduled day, they were supposed to arrive between 8:30 and 9. At 9:30 I called the office to check, and was told that they could do a heat pump routine checkup that day, but the guy who could move the lines was out and so that part would have to be rescheduled. Needless to say, that was aggravating -- I don't know when or if they were planning on calling me to cancel. We rescheduled for two days later. Two days later, the guy showed up on time. (To his credit, he himself was very nice and professional.) He took one look at it and said that the office hadn't told him that I actually needed new holes through the side of the house to relocate the lines. He was a service technician, not an installer, so he didn't have the right tools to do the work. He called the office and explained the situation, and said that they would be in touch to reschedule again. I never heard from them again, and I went with a different company.

Great service. Very professional and nice.

The folks at the office are great and every technician I've had at the house was awesome as well.

Scheduling was fine. They were pleasant and efficient. Overall, my experience with them was fine.

I have used their services twice. Their pricing was reasonable on both occasions. Scheduling was quick and there were no problems. The technician was veryfriendly and courteous. They did a good job.

They are knowledgeable and reliable. I have used their services for about eight years now and have recommended them to clients as well.