Tom's Heating Service

I’m giving two stars only because for years I never had a problem with this company. However, I recently had a zero-star experience. As a single woman, I want to protect others from being ripped off like I almost was. I had water on the floor around my furnace. The serviceman from Tom’s Heating said my AC was freezing up and also leaking refrigerant. (It had been cooling my house just fine, so that seemed fishy.) He advised buying a brand-new AC unit costing $3500. I called a different company for a second opinion, and that serviceman found a clogged fitting in the water line connected to my condensate pump. The water was backing up inside the furnace and then leaking out on the floor. He rinsed out the fitting and put it back. Voila, problem solved. He also replaced a dirty filter, which he said would have caused the first guy’s refrigerant reading to be inaccurate. He said my AC unit is working perfectly fine. I called Tom’s to complain about the botched diagnosis, but they adamantly stood by the refrigerant leak theory. The inconvenient truth is—after their serviceman left, I still had water leaking all over the floor, plus an upcoming $3500 bill. After the other company’s serviceman left, I had neither. I felt like the guy tried to take advantage of a single woman who wouldn’t know any better. Based on things I learned from the second serviceman, the guy from Tom’s was either dishonest, incompetent, or possibly both. I had been a loyal customer for almost 20 years, but they have lost my business moving forward.

TERRIBLE!! AC didnt work on the 1st 90 degree day & furnace & everything only 2 years old! They came, paid $100 to diagnose it.. they said I needed a new thermostat so I bought one & installed it, guess what- AC still didnt work so called them back & set up another appointment meanwhile went online & looked at a wiring diagram & noticed they they left a loose wire so I hooked it up & what do u know it worked! So I called them back & asked if instead they cud come & do an AC tune up & we will call it even for the diagnosis charge & the cost of a new thermostat that I didnt need.. they said "ABSOLUTELY NOT! WE STILL THINK IT WAS THE THERMOSTAT CUZ UR NOT AN AC TECHNICIAN!" Well guess what, I am certified for auto AC so I know a little bit, enough to be able to fix my AC when your "professional ac technician couldn't!" They are super rude & only care about money! Shady people! Dont get scammed & dont buy their crappy products!!

It went really well. They were very professional. They came in on time and get the job done. I have worked with them for years. I am satisfied with their work.

It could not have gone better! We were not in a rush and we had the work done in June. Tom was super professional and worked with us on the cost of the boiler based on other prices we were able find. His labor charge was reasonable and the installation crew was timely, clean and very hard working. They started in the morning and did not leave until after 6pm. They said they would not leave until we had a completely working system. We highly recommend Tom, his son and his crew! We are writing this review 9 months after the install and we have had zero issues.

We were well pleased. After 32 plus years we researched for Carrier companies and had heard very good reports about Tom’s Heating. We were not disappointed. Techs know what they were doing and any issues we did encounter (like how to connect the thermostat to our WiFi app) were quickly answered or dealt with.

They tuned up my furnace too. They are always very good and very professional. I've used them for years. Their responsiveness and their efficiency is their best qualities.

Very well, Dan explained everything he was doing and was very thorough

I called my insurance company today it will take days to hear the outcome. I posted a video on you-tube "Tom's Heating Service Waukesha WI".

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I got comparison quotes. The price was good and they complete the work as expected and in a professional manner.

We have used them for many many years. The guy was really informed and did a good job, answered the questions, and he was just very thorough. I get the same technician every time they come out. Their pricing is competitive. They're very punctual.

Went well. Tech checked entire system.

They were good all the way through. They did what they were supposed to do what they said they were gonna do.

Fantastic! The installation crew was great and very professional. On top of that, since our 30 year old furnace wouldn't work and it's November in Wisconsin, Tom offered to fix our old furnace to get us through until they could do the install. And he followed through on that even though it took two visits as the first fix didn't hold. Every other company that quoted us merely offered space heaters. Tom's was more than competitive on price and their customer service was the best!

It worked out very well. The workers were all professional and customer orient. They installed a furnace for me several years ago, they did a good job. They are doing a good job with the yearly maintained packages. I guess if I would have needed another furnace I would go through them again.

The cost of $7000 included the air conditioning also. It worked out well. The workers were great and they were professional.

We thought the oil tank was pretty much empty, but it turned out to have quite a bit of oil left in it, so it took hours longer than originally thought. But the guys were real troopers about it and just took A LOT of trips up the stairs with buckets full of oil. They put down tarps so they didn't get any oil on the stairs or foyer floor. They did spill a little oil in the driveway and down in the basement next to the tank, but I think that was really unavoidable. They put down kitty litter to soak it up. They stuck with their original estimate even though there was a lot more oil to take out than originally thought. Very hard working and reputable.

Took about 5 hours. Arrived and left on-time. Stayed working steadily to complete job. No problems. Knowledgeable and friendly.

We have used them in the past a few times when they actually bother to show up. Repeatedly make appointments and can't keep them. Totally unreliable and clueless and only great at making excuses for why they can't show up much less show up even close to on time. Then to top it off they try to extort you and threaten that your warranty will be voided if you don't keep them. Clueless, unreliable and can't be trusted.

We have a condo and have used them since we moved into the condo nearly 3 years ago for our heating and cooling checkups. We have not had to use them for any major repairs.

Everything went well - the employees were responsive! We had them come out on Monday 2/9 at 8:30pm after the blower motor in our furnace died. Kevin came out and confirmed that was the issue. He devised a temporary solution until they could come back the next day with the correct motor for our old furnace. On Tuesday, someone came out and replaced the motor - he was efficient! Later that night, our tenants called and said the blower was running constantly. When we called the on-call guy, he was less than helpful and seemed as though he didn't want to have to come out - tried to dissuade us with "oh it'll be another trip charge, etc, etc" That was somewhat disappointing response On Wednesday 2/11, I called during business hours and everyone was very helpful. They sent out the same guy as Tuesday and he addressed the issue - On Monday night, Kevin had hotwired the fan to run constantly to temporarily fix the issue and when the motor was replaced, the wiring wasn't switched back. now, everything is working great

The worker who performed the duct cleaning called me from his truck to say that road construction would delay his arrival. I understand those challenges and greatly appreciated the effort to keep me informed. The worker was friendly, did a great job, did not mind my taking pictures of what he was doing (I document everything through pictures), was exceptionally careful with my property, protected my carpet, and left things as clean as before he arrived. The job took 4-5 hours. The next day two workers arrived at the promised time to remove the old furnace, wall thermostat, and A/C and replace them with a new, Carrier Infinity system. The workers were professional, friendly, and had everything running within five hours. I am very satisfied with the installation, which looks clean and professional, and the operation of both the furnace and the A/C. Tom's submitted the factory rebates for me and took the value off of the invoice. They also filled out the Wisconsin Focus on Energy rebate and sent it to me (with a duplicate invoice) for me to sign and mail. We were very impressed by the work performed by Tom's Heating, would gladly use them again, and would recommend them to anyone looking at maintenance or replacement.

The install went as scheduled and the crew was professional and cleanly.c

I've used Tom's Heating for service and maintenance needs since 2004 when they installed a new furnace and air conditioning system. I've had no issues with the company until the following unfortunate situation. Right before Thanksgiving 2012, I had trouble with intermittent heat. Tom's sent a serviceman to check it out the same day I called, and I took time off from work. He said there was an air gap around the igniter and he sealed it. Within a day or two, I started having the same issue again. I was afraid I'd be charged double for a holiday weekend service call, so I just dealt with the cold house until Monday (thankfully, it wasn't freezing outside). In the meantime, I received a bill for $178.47. When I called back Monday morning, they sent a different serviceman that afternoon (and I took time off from work again). He discovered that the real problem was in the gas valve. Before telling me that, however, he went ahead and installed a new valve. I asked if I'd be charged a 2nd trip fee when the 1st guy didn't fix the problem. He said no, but I'd have to pay for the valve itself. (That's fair, of course.) At that point I should have asked what the cost would be, but he had made it seem like a simple thing -- he had the part on his truck, no big deal. Surely he would have warned me if it was a high-end part, right? Wrong! Imagine my shock when I received a bill in the mail for $500.54 -- in addition to the $178.47 I already owed! I learned from an acquaintance who works in the industry that a dealer's cost for that part # would be approx. $48.00, so I spoke with the service manager to complain about the bill. He said the part # on my invoice was incorrect because that part # had been replaced with something else in their price book, but the billed cost was accurate including labor. He did, however, remove the initial $83.00 trip fee and took 10% off the bill, since the problem was not fixed the first time. That was a nice gesture, but I still owed a staggering $548.32. I had a 5-year warranty on my furnace, which of course had expired. He said nowadays all their systems have a standard 10-year warranty, but not back in 2004. (Tough luck for me, I guess.) Out of curiosity, I did some Google research and discovered that I could buy the gas valve myself for only $87.00. Obviously a dealer would get an even better price, so I called the service manager again to ask why the labor portion was so excessive. He said it's because of the high cost of insuring their servicemen and trucks, the quality of work they do, etc. He agreed that the serviceman should have informed me of the cost before installing the valve, and said he would re-emphasize that to his guys. (That's little consolation to me after the fact, of course.) He said they were already not making any money off this job after he reduced the bill earlier. The only other thing he offered was to take another 10% off, but then he would not warranty the part. I gave up at that point and paid the $548.32. I might try a different company next time I have a problem...

Everything was fine except the bill was about 50 percent more that I thought it should be.