Olde Towne Heating and Air

Poor customer service

Tech found the problem right away and got the unit operating and ordered the part required.

I thought a dehumidifier was needed to be added to our Lennox system and contacted Old Towne since this is a line they carry. The General Manager Frank Allen came to our home and quickly diagnosed that a dehumidifier was not needed; rather our current system was not operating at full capacity. Once this is corrected, the high humidity within our home should disappear. And, Frank assured me the work would be covered by our home warranty and referred me back to the company which had handled the original installation. I give Frank high marks for honesty and integrity. I would have purchased any solution he offered. Rather, Frank showed me how to address my problem with no out-of-pocket expense incurred.

unknown

My experience was excellent. I do not have a dislike. I like that they were punctual and timely in diagnosing and repairing the issues.

unknown

Technician came out on time. Same day. Checked freon level. Went up in the attic. Not a pleasant place. Ended up being a breaker that needed to be reset. He didn't charge me anything.

Fixed the problem

First and foremost, its worth saying that Olde Town's technicians are very professional. The gentleman that came out to assist me was great; he took the time to look into the problem and actually looked for a leak in the lines, but was unable to find one. Most likely its in the wall. No big deal - I'd much rather pay 300 bucks a year, than pay $6000 for new lines installed. The one problem I have with Olde Town is astronomical juiced pricing on parts. The tech quoted me over 400 dollars to replace a condensate pump. Keep in mind the pump simply plugs into the wall, a pipe fits into it - just sits there; no connections or plumbing work required. So I thanked him for that quote, and then looked up the pump on Amazon. 37.99, with shipping, exact same pump. Now if I can find that pump for 37.99 on Amazon, Olde Town is buying it wholesale for 20 bucks, and then charging 400+ to install it? (Oh and there's another service fee for coming back out) I ordered it, put it in the night I got it, problem solved...37 bucks. I'm of the opinion that all HVAC installers juice parts....but 1000 percent markup is insane for a task that took all of 5 minutes. I will use Olde Town because they installed the unit in the home I purchased, until the warranty runs out which is next year. After that, I'm looking for someone who doesn't rip customers off on prices for parts.

Have dealt with this company since we purchased our home in 2009. The reason I marked down in punctuality because there have been times they were late or did not show up for my service. They did discount my service appointment and did what they could to make up for technician being late and/or not showing up. when on site they do a great job and are very knowledgeable. I would recommend them to anyone,

They're very accommodating, friendly and serviceable.

Everybody here has heat pumps and they are very good with preventive and maintenance programs for heat pumps and repair.

They were worth the amount I paid them. They were very responsive. They did not rip me off. They did a good job.

Frank and his team have the most superior customer service -- I haven't seen service like this great in a long time! Our air conditioner went out and Frank arrived with a window unit for our bedroom, even before we decided to move forward with his estimate. Once we decided to move forward with the work, his team was proactive, professional, and very knowledgable. The day of the install, his team arrived on time and were very conscientious about the cleanliness of my home, my time, and the welfare of my dogs who were upstairs during the process. I have really high standards and I can't say enough great things about their work. I would definitely recommend them and would use their services again!