Bob's Heating & Air Conditioning

They came out that morning and fixed it. I've been using them for anything like that for about six years and they always do a great job.

everything good, except service person did not have the correct filter, but it was mailed to us within a couple of days and we were able to install. Repair person did offer to come back out and install the filter, but it is easy to install so we said we would put it in.

There were FOUR parts to the experience...I will review them as separately and take ALL points into consideration when scoring the provider as a whole. PURCHASING THE WARRANTY: Lori Sk****., Customer Service Rep, gets an "A"- EXCELLENT We received one letter, one phone call (at work) and one email from Dana E. of Bob's Heating and Air Conditioning offering us the extended warranty on our gas furnace. When I phoned Bob's on June 17th (2 days after our 1 year had expired), Dana was off but Lori took my call and was extremely congenial and very helpful. She patiently answered all our questions, confirmed information and proactively set us up on a three month payment plan for the 10 Year Extended Warranty. She also recommended that we book our first service call. We agreed to 9 AM - Noon on the following Wednesday. When I asked for her direct contact information, she advised that Dana would be handling our account and gave me Dana's phone number. THE APPOINTMENT: Dana E., Customer Service Rep, get's a "D" - BAD When I phoned Dana on the 19th to ask a question about the appointment time, I was curtly informed that the service tech would be arriving between 1 PM - 5 PM and NOT in the AM (as originally scheduled with Lori). Fortunately, this change worked with my plans but I was surprised she hadn't bothered to call to let me know. Yet, despite my stated puzzlement, Dana offered no explanation, apology or alternative. Rather, she was aloof and came across with a "take it or leave it" indifferent attitude...This was my first conversation with her. Around 4:15 PM on the day of the appointment, Dana called and spoke with my husband, she advised that the technician was running about an hour and a half late and traffic was heavy (inferring it could possibly be longer). Initially, my husband told her that would be "fine" but after giving it some thought, we decided to reschedule rather than have the tech in our attic at dinner time. I called her back within 10 minutes but she still seemed inconvenienced by my request to reschedule and made the comment, "that's why I called earlier"...I explained that 5:30 PM (or later) was just not going to work for us. Dana then abruptly stated that we really had ONLY two options (either the first appointment at 8 AM or last at 5 PM on any day) because the "tech started from his home and he lived nearby". When I opted for the first appointment on the next available day, she coolly remarked, "Everyone wants to be first!" I was a bit taken back by her obvious irritation and frankly asked, "Why would anyone want to wait all day?" In the end, she scheduled the 8 AM on June 21 but I felt like I was "arm wrestling" for a time that met BOTH my needs and the technician's travel constraints. In my mind, I deserve to be treated professionally and courteously when I phone. After all, I just spent $1299 with Bob's for a piece of paper and a promise! SERVICE CALL: Kevin B., Service Technician, get's an "A" - EXCELLENT Communicated that he was running late (first appointment) and showed consideration for our time by recognizing that this could present an inconvenience and asked Dana to phone us. Arrived promptly for the rescheduled (8AM) appointment and even gave us a call 30 minutes beforehand. Demeanor was pleasant and professional. Courteous of our home and covered his shoes upon entering. Listened to our questions and answered them patiently and confidently. Gave us a tutorial on how to program our (5 day 2 day) thermostat. Recommended a schedule for changing filters and "when" to call to Bob's for a "free" service call (under the warranty). Provided us with a legible and complete invoice of the work performed. Graciously took a call while en route to his next appointment and shared the thermostat's model number so we could look up the "Owner's Manual" online. Asked to see our hot water heater (even though it was not related to the furnace warranty) because Bob's had installed it for the builder and he wanted to check for any concerns while he was here. Recommended we purchase 2 "carbon monoxide detectors" ASAP (as of March 2013 they are required by state code). Took time to explain the value of the 10 Year Extended Warranty (that we had already purchased) and made us feel good about our decision to buy! FOLLOW-UP: Lori Sm*** gets an EXCELLENT - "A" rating Phoned to confirm a few minor points before posting review on Angie's List. Lori. was very helpful and demonstrated sincere concern about my earlier, less than stellar interactions with Dana. Patrick B, Operations Manager gets an EXCELLENT - "A" rating Had an opportunity to share experience with Patrick and express my concerns. He was attentive and assured me that inbound calls are recorded and he will be "listening to the calls" in question and address any training issues that may present. I have every confidence that he will. After speaking with Patrick, I'm changing my OVERALL rating from a "B" to an "A" and RESPONSIVENESS from a "B" to an "A". It is clear that Bob's Heating and Air Conditioning is an "A" rated service provider that truly cares about QUALITY "customer service"!

I think he was more interested in selling me a new furnace than solving a problem.

I got A/C installed by Bob's Heating less than 6 years ago. I only used it for the hottest days each year and totally no more than 50 days. When I rented the house out this year, my tenant complained the air from A/C wasn't cold enough. I called Bob's Heating and they came for a service call ($120). Then they said it's probably leaking refrigerant, and it may take more than $1300 (if the coil leaks) to do the leak detection and fixing. The service call itself was okay. But I'm very unhappy about the low quality stuff they put into my house and the high price they wanted to charge to repair the low quality stuff they put into my house.

Home was constructed in 2008, plumb and wired for an AC system. Wanted a Heat pump added to have a hybrid system. Bob's installed the original equipment during home construction. During their March 2013 special, call and a rep came out the next day. Check what was already installed and made a recommendation for the 286B Two-Stage Heat pump. A week later the heat pump arrived and they came out and installed it as promise, keeping to the schedule we agreed upon. Took approximately 5 hours. Received a follow-up phone call 3 days later checking to see if all was well. Staff showed up on time, was very profressional and courteous. Well trained and knew the system. gave a complete training session on the operation of the system and explained every aspect of their install.. There are a lot of systems on the market, however it's sizing the unit to the home and the installation that makes the difference as to how the system performs and it's reliability. The Bryant furnace that they originally install has been working without so much as a hiccup. I suspect that the heat pump will perform just as well. Would highly recommend Bob's heating and AC for HVAC installations. Great work by them.

They have always been good! They are fair and they have reasonable pricing!

Wayne showed up on time, clean and ready to work. He introduced himself, asked what problems I was having. Looked over the equipment, saw what the problem was wright away. Fixed the problem then offered to charge only for the repair or to continue with the cleaning. Since the cleaning has not been done in some time I had the annual service done. He spent time on the heating system cleaning and adjustment( not rush here is your bill and go). When all was said and done we had 70+ deg temp out vents which we had not had recently. Great job Wayne. It?s great that Bob?s is open on Saturdays for business, so that I don?t have to take a day off work to have repairs done costing even more money to my family. Thank you Bob?s and thank you Wayne

They were very responsive and prompt with their fixing of the mistake. I was very pleased with their swift repairs.

We noticed very late on a Saturday evening that the temperature in our house was colder than normal, and adjustments to our thermostat weren't having any effect. I called Bob's Heating & Air Conditioning, Inc. in the hopes of taking advantage of their 24/7 emergency repair service and left a message as instructed. Roughly a half hour later I got a call back from their on-call service letting me know they could schedule me for a next-day, late-morning appointment (sometime between 10-11 a.m.). I inquired as to whether that was the soonest they could handle my request and the woman I spoke with said that it was. As promised, the technician called approximately 30 min. before showing up (which was slightly before 10 a.m.) and, based on our description of how the furnace was performing (the blower coming on, but the pilot not lighting), he suspected that the igniter was the source of the problem. His suspicion proved correct and, since he had that part with him, the problem was fixed quickly. I was very happy with the service technician's professionalism and demeanor. Overall, the only disappointment I had was the fact that I had called what was advertised as a 24/7 emergency service only to find out that the service itself is not 24/7 in the truest sense. You can reach somebody 24/7 to schedule an off-hours (i.e., weekend) appointment, but the service is provided during typical daytime hours. I'm not sure if that is an industry standard, but had I been an elderly person and the nighttime temperatures had been below freezing (luckily, the overnight temperature in my case was in the upper 30s), that would have been a bit concerning.

We were selling our house and the buyer's inspector claimed that there was a crack in the furnace. We called Bob's who we've used for over 15 years. The technician came out on time, inspected, and cleaned the furnace. He informed us that the inspection report was wrong. We greatly appreciated an honest report.

They were excellent and they explained what they were doing and I was satisfied with them. It was a good service. They were here in the morning and were on time. They explained the thermostat system which I didn’t have before which controls the air conditioning which was good. I was very pleased with their service. I got a discount and they were good on the financing. They were professional from the salesman to the technician.

Bob's Service rep failed to find the main board was fried. Another service rep from another company was able to diagnose and repair the furnace.

8/8/2011 Bob(Sales) Calls to set up first sales call 8/11/2011 Bob makes sales call and sells tankless water heater and recirc pump. Schedules installation for 8/20 8/20/2011 Service Rep comes out. Looks around and says: "This job is too big for today. Leaves without doing any work" 8/27/2011 Service Rep comes out with 1 other. Takes water heater out but realizes doesn't have the right venting and puts the Hot Water Heater back in. 9/1/2011 Tankless water heater installed with recirc pump; we think we are smelling gas 9/3/2011 We are definitely smelling gas (eyes/throat burning) the front of the furnace is off; Bob's Service agent comes out and fixes gas leak. 9/6/2011 No hot water to master bath when circ pump is off. We are told not to use the timer. Circ pump must run 24 hours/day - this wastes electricity. 9/6/2011 Noritz water heater leaking at one of the valves 9/9/2011 The in pipe to new tankless heater comes undone and floods crawl space. Service Rep comes out to fix it. 9/12/2011 Call Ken (office manager) to have the soaked insulation fixed 9/15/2011 Service Rep comes out and replaces small area of insulation. Leaves the insulation packaging in front yard. Tankless water Heater keeps turning off with code 12. 9/16/2011 Service Rep comes out to look at code 12. Adjusts gas pressure on furnace. Water heater continues to click off over weekend 9/17 & 9/18. No hot water in master bath when kitchen hot water turned on. 9/19/2011 Call Service Manager about code 12 9/20/2011 Service reps come out. Turn temperature up to 130 and install valves. I didn't know they had been in the house until I got home. The panel to the heater is left dangling by the electric wires 9/22/2011 Call Service Manager to confirm that Noritz rep is going to come out. 9/26/2011 Salesman calls with a follow up call to check in. Again verify that the Noritz rep is going to come out and verify that the installation is valid and fix the front panel 1/11/2012 Noritz Rep finally comes out and acknowledges that there is a plumbing problem getting hot water to master bath 1/12/2012 New service rep comes out with stated 20 years of plumbing experience, and trouble shoots for 8 hour day -- leaves stating needs a part for valve in master bathroom, checks our schedule, states will return next day with part to fix 1/12/2012 While trouble shooting hot water in both halves of house, Circ pump is turned off and Noritz hot water heater leaks again 1/13/2013 After waiting entire day for service rep to return: I call to find out status; Bob's doesn't have part yet. Service rep called at 5:55 pm stating that we need to call a plumber, that Bob's only installs water heaters, states will call in 5 minutes that he has another call to take, no return call 1/16/2013 Called Service Manager - he needs to talk to his Boss - no return call 1/16/2013 After $6889.74 and specifically $2450 to plumb the master bath and 5 months later we only have hot water to 1/2 of the house at a time. Noritz hot water heater continues to leak when circ pump is off. 1/19/2013 Called Schuerman Plumbing to replace shower core valve that Bob's said was probably bad. Did not fix hot water problem. 1/20/2013 Schuerman Plumbing replaces faulty check valve at Tankless water heater. Hot water problem solved. Schuerman also tightened valve at Hot water heater and fixed this leak. We have hot water to all fixtures in the house. 1/26/2013 We receive reimbursement check for $554.37 from Bob?s Heating to reimburse for third party plumber.

I obtained 4 bids and BlueDot was the best price and had the most knowledgeable salesman. He spent a lot of time answering questions and explaining the various system options. When the furnace was ordered from the manufacturer they inadvertently ordered the wrong unit by one digit in the model number. I did not catch this until after installation when I inspected the model number inside the furnace. I called the salesman immediately and he promptly ordered a new one and apologized (how rare) for the error. They came back within a few days, took out the wrong furnace and installed a new one (it was not a small job!) The workmen were punctual, neat, polite and efficient. My only complaint is that the exterior exhaust pipe was not well caulked and rain water entered the house during the hurricane. I have called them to come back and fix this.

They did a tremendous job. I had an emergency situation when I walked to my garage and it was flooded. We were able to get a hold of them right away. They came out the next day, Monday. Graham came out and got it done quickly, that was impressive. The other thing I was happy about was that when you put in one of these you have to have the city come out and inspect it. When the inspector came out he said that this was really a great job and that most of the time they have to require other companies to come back out and fix things to code, but not with them. There were no problems with them, so for me that was very important to hear the inspector say it was a great job. The efficiency and getting the job done, they cleaned up everything afterward and actually polished the tank to make sure that it was clean. The product that they used is one that is a well known brand name that stands for quality.

Good - I am more knowledgeable and less fearful of the furnance than I was before the service.

I was new to the area and they were very pleasant and very professional. They did a great job. They gave me some recommendations for some other issues I was looking at with a new house. I would recommend them. They were not the cheapest or the most expensive. I would use them again.

There were several visits to start the furnace and each time a different technician would give a different reason for why it was failing. Yes, the furnace was old, but there was no rationale for what had failed. The push to buy one of their furnaces rather than fix mine seemed ultimately very unhelpful. I felt that the focus was on trying to scare me as the homeowner rather than educate me. I have now bought a new furnace from another company that was willing to explain how the furnace worked and offered a superior product.

They arrived in a timely fashion and did everything that they said they would. There was a flaw with the furnace setting initially. They came out and attended to it right away. Their estimate was very competitive. We don't go with the highest or lowest priced provider.

We needed a new furnace and wanted to take advantage of the expiring tax credits. We secured a quote from Bob's ("Everyone goes to them" I was told by several recommenders). We subsequently went with another company Europa Construction that was very knowledgable, easy to work with, and an astounding 33% ($1400) cheaper. The new furnace is working well and we are happy with much less of a furnace bill to pay.

They performed the job satisfactorily. However the were VERY pushy is trying to sell us $1000 UV air cleaner device as well as other services/devices. They replaced our furnace 2 years ago. At that time, they told us our 15 years old furnace is on the last leg and a small crack was developing in heat exchanger. Because of their aggressive selling techniques, I am beginning to doubt their truthfulness in getting us to buy a new furnace.

Bob's has us on a list to call every other year to have our furnace checked and cleaned ... this was the year to do it. The technician found a small crack starting in the heat exchange (we just replaced it 5 years ago) and a couple of other small things starting to go in the furnace. But he assured me that it will be fine for at least another year and spent quite a while explaining what the options would be for repairing or replacing the furnace when the time comes. He agreed to put us on a list to call in one year rather than two, and I have every confidence they will call.

The work performed was good. They vacuumed out the ducts. I have an old heater and it takes standard old style filter material and the tech did not have this on this truck - I went to Home Depot to pick some up but this seemed like it should be a stock item on the truck. That's minor though. The reason I'm giving them a bad grade is for another reason. While they did a fine job on the duct cleaning, I made it clear from the moment the tech walked in that "I know my furnace is old. I would like to replace it next year but not this year." The first tech proceeded to take every opportunity to bemoan my furnace pointing out a little rust here, a very dramatic statement that "I hope this lasts until next year." And...they could install a new furnace but "today was the last day of a special sale." Had it stopped here - I would have been ok with this. A company has to make money and I can always say no. I'm not going to begrudge them for selling even if it's a little over the top. So far, a little bit annoying but I probably still give them a good rating. So, the duct cleaner leaves. The tech who is supposed to be there to inspect the heater is late and I have to get back to work. So I call them and let them know but I have someone at the house who can meet them. I get a call from the tech and he tells me I have two leaky gas valves which he is going to charge me $400 to replace. Or...of course...yes you guessed it...rather than spend that on the gas valves...I could buy a new furnace but "I have to act today because today is the last day of the sale." I tell him, thanks but I'd like to get a second opinion. I've never smelled gas in the garage and if you have a leak you typically can smell it. I get home and the furnace is turned off with details of the leak. So, I call another company (found off of AL) and have them inspect the heater. The tech arrives and also cannot smell gas. He tests every valve and I watch the whole thing. We can't find a leak - anywhere. Add to that - I've never smelled gas. He states that "this is what I do, I can usually smell it and I don't smell gas" plus we tested every component. So, aggressive selling - I'm ok with that. Turning off somebody's furnace and manufacturing a $400 required repair - that's not ok. I would strongly recommend not using this company. I will replace my furnace next year and these guys will not be on the short list. I know my furnace is old. I know I need to replace it at some point. It's ok for you to sell me. But, faking a bad gas valve is unethical.

The person doing the install was extremely professional, fast, and friendly. The A/C unit went in without a hitch and is working beautifully so I am prepared for the summer. They were having a sale and even reduced the price even more after he saw that the house was A/C ready. He even helped me move my barbecue that I was putting together in the garage to the back deck. I didn't even ask him to, he asked if I needed help. Great experience.