Sullivan Heating & Cooling

New ownership = scam artists. My family worked with Sullivan for about 10 years when they supplied & maintained a pool heat pump for an indoor pool. The word "maintained" is used loosely. They actually bought the wrong pump for our region, swapped it out, then a few years later they broke the pump then ultimately refused to maintain it after originally signing us up for a maintenance contract. Eventually they tried to maintain it when I spoke directly with the new manager but that whole story is too long for this post but we hung in with them until we had to replace the pool heat pump after it broke a second time. I asked them twice to bid a replacement unit but they never did. They've had some employee turnover in the last year. I bought my own pool heat pump after researching myself. I asked them to bid swapping out the heat pump (like kind electrical swap, maybe 2 hours, plus hook up PVC which already exists also, again, maybe 2 more hours). Included in the bid we had a pinhole leak in a copper water pipe in the dehumidifier pipe which their tech had already looked at and said he could fix. They gave me a bid for $5000. This is 400x what I expected it to be so I asked them to please provide me with a breakdown by task (heat pump install and pipe repair) and separate labor and materials. They REFUSED to give me a breakdown of their bid. What?? That is one of the most blatant displays of dishonesty I've ever seen. I'm an accountant so I know that they come up with a bid by adding up numbers (duh) but the fact that they won't be honest about what it takes (in their mind) to get a job done or come up with a bid is disgraceful. Ultimately their terrible customer service and attempt to simply rip me off and take advantage of my senior citizen father was a blessing in disguise as I found a better provider that is fair, honest, and has better skills (FYI, it only cost me $1k to do what Sullivan was going to charge me $5k for). Do your homework people!

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Immediately upon installation of the new equipment in June 2016 we realized that the equipment was not functioning as promised, specifically that the continuous fan would not stay on and be continuous, and the variable-speed cooling system refused to respond to your programmed "calls" through the Infinity thermostat for specific fan speeds to equalize air flow and cooling throughout our house. As well, the system would not follow "calls" to tum off dehumidification. The net result of all the foregoing was that the new air conditioner was heating up our house rather than cooling it down. The problem is a design flaw that causes our upstairs to be 80 degrees and downstairs 65 degrees, because the system refuses to follow the settings, so we can't balance out the temperatures. Sullivan made multiple service calls and attempts to repair with factory/distributor assistance, they were able to correct the continuous fan problem by installing a new computer controller board and altering some internal settings. HOWEVER, they were not able to correct the fan speed problem directly or with workarounds. After pouring over the specs and manuals for the system in August, the Carrier factory finally admitted to us that the problem we were all enduring was a software/firmware defect in the Infinity system. Their promised solution is a firmware update, but they did not commit to the date of delivery for the fix. Suggesting that could be another 12 months before such an update would be ready. In the interim Sullivan removed the Infinity thermostat, and replaced it with a binary Honeywell model, and set the system internally to run at high speed at all times and in all conditions, thereby making an end run around (that is, turning off) the variable speed system which is impacted by the defective software. The "Honeywell solution" is a lot like buying a Ferrari and then putting tiny Fiat tires on it so it can only be used to drive down the driveway to the mailbox and back. We were sold a fourteen thousand dollar system and it was set up to run within the limitations of a five thousand dollar system, as we all waited for Carrier to do the firmware update. Sullivan promised and continue to promise to do whatever it will take to make us happy. Almost a year later the new firmware was available and Sullivan and Carrier came out to install. Guess what it still doesn't work. Didn't anyone test this stuff? And even worse the controls that we could access to do some manual adjustments to make things a bit better are locked out. If you go to modify the program it says call Sullivan, well we did last night. Someone was suppose to be here today to investigate the problem and no one has come or called. We are done with these people and this equipment. We were oversold equipment that can't work for our clearly defined needs. Though Sullivan promised to stick with us and ensure we are satisfied customers, they've stopped caring about us. Thank goodness when we saw the problem coming we got them to sign an agreement with us, stating hat if they couldn't get it to work to our specs they would pull-out the equipment and we would receive a full-refund. We no surprise here, we now triggered that agreement and want the equipment out of here. We will keep you posted and see if they keep their agreement or if we will need to get lawyers involved. It's hard to imagine other people are not having this problem with the Carrier equipment. Certainly the brochure says it can do things it can't do. Also important to note Sullivan is a Carrier shop, so if you don't want Carrier gear don't go to Sullivan, but we don't think you should go to them anyway.

I would use them again in future.

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We purchased an annual maintenance contract from this company. They were to come out and service our gas furnance and hot water heater twice a year. They did the first service without issues. However, after calling to remind us it was time for our second service we scheduled it, they came out, then they proceeded to charges us for a routine maintenance at $200+ dollars. When I reminded them this was our second service per our annual maintenance agreement with them, the service man told me that since it was 2 months late that we had to pay the full amount! Can you believe that??!!! We were shocked. They never told us our furnance/water heater had to be inspected every six month on the dot or they will charge a regular fee. I asked why they even bothered to call and remind us. They had no answer to that. I repeatedly agrued our case and asked them to not charge for the routine service (by the way, there was nothing wrong with our 4 yr old water heater and nothing wrong with our 6 year old gas furnance---they did nothing but replace the furnance filter---which my husband had done a month prior). W We were completed appalled and WILL NEVER do business with them again!

I was just calling out of the phone book so I had no way of knowing who was good or not. They charged a flat rate that was really high and they said the reason they charged that was because they could come back as many times as we needed to finally get the repair right. They came back twice with two different parts. The first part failed so they came back again to put another part in, it didn't work either. I ended up calling them and saying to take the part and we didn't want their service anymore. We called another company and they came out with the right part and fixed it within about 30 minutes. They also charged about half of what Sullivan did. I ended up having a huge argument with them and even talked to Mr. Sullivan. I ended up filing a complaint with the Better Business Bureau. He initially told me he would wave all of the costs except the first visit but he didn't. He finally reimbursed me half of it. He was nasty to me and said this is how we charge. He also said that they would have eventually fixed the problem. I was mostly shocked at the amount of money they charged without fixing the problem. I looked up the part on the computer and it wasn't expensive so most of the charge was for the labor. The worker was trying, but eventually the company wouldn't even call me back.

The installers didn't activate part of the boiler system properly. This caused a strain on the heating system and it needed to be repaired. Sullivan's came out and corrected it. They did everything they could to help keep the cost down. They did such a good job, I wound up signing a contract with them for routine maintenance.

Workers weren't completely prepared for the job when they arrived. Needed to core drill thru a basement wall in 4 palces and didn't have the right tools or equipment to do that. Ended up getting a another contractor to do that part and the company reimbursed us for that charge. At least the company realized it helped them reduce time and were willing to pay for it.

We?ve used them before. There were a couple of issues that we had with the work, but they came back and fixed it. They are very competitively priced and have always done good work.

Overall, responsive to our questions and needs.