Beverly Heating & Cooling Inc

Paul the service technician who came to my house today was very professional, he explained everything he was doing. He explained everything that need replaced. He didn't try to talk me into doing something I didn't want to do. I have always had good service from Beverly Services, and I will continue to use then in the future.

Steve was very professional and helpful. He explained to me everything he was doing, and serviced my furnace on time, effectively and completely.

Very quick response - better than expected. Courteous, efficient service targeted to my needs and availability. Very pleased.

Simon arrived promptly. He thoroughly cleaned the furnace and replaced the filter. He carefully cleaned the area of the furnace. A very pleasant young man with a good attitude.

Although I was given an 8 hour window for the arrival of my tech, he called in the first 15 mins of the window and showed up within 30 mins of that. He was quick and efficient, but also took the time to explain what was wrong, what was fixed, and most importantly ensured that I would not have the same issue again. He also shared a few tips for energy saving/protecting my appliance. I do always expect techs to fix the issue, but the bonus is when they explain things so that I am better prepared in case the same thing or something similar happens in the future and share their wealth of knowledge about the product/service they support.

Jim and Rachel were outstanding employees of Beverly Services. Jim answered all of my questions with a clear answer. He was quiet with his work and cleaned up his space.

Review: I have called this company several times for them to send me a receipt with all the charges itemized. they never have sent me a receipt. this has been going on for about 3 weeks now. I paid them 823.00 and all I got was a 2 foot pipe .Desired Settlement: I WANT A ITEMIZED RECEIPT TELLING ME WHY I HAD TO PAY 823.00 FOR A 2 FOOT PIPE AND LABOR.

Business

Response:

Beverly Services is a flat rate company. Our pricing includes our overhead, general liability and workman’s compensation insurance, vehicle and gas costs, inventory costs, the material and parts costs used on the job, the material and parts acquisition costs, our technician’s labor and benefits costs (this includes the technicians time on the job as well as his time traveling to and from the job), and of course profit. It is not our company policy to breakdown our costs to the customer. We always quote the customer a hard price prior to starting work, which we did in this case. The customer agreed to the pricing before the we started the repair and authorized our company to make the repair. The job was completed in a timely fashion and the customer’s system is now working properly. Upon further review we find our pricing of $823.00 to be appropriate for the work completed, especially due to the fact that it was performed within a crawl space with limited access underneath the home. Our standard (not itemized) receipt was mailed to the homeowner on August 31st, 2016.

Excellent customer service prior to sewer inspection for scheduling and a change in the date I needed to make. Scott, the plumber was great and called over an hour before the time he was going to show up which gave me and the realtor plenty of time to get to the house. He had a few extra minutes on his "hour" and graciously showed me where the shut-off valve was to the outside water faucet. Excellent on all counts.
Use these folks.

I really would like to recognize Fred F[redacted] for his professionalism. He has been coming to my home to check the boiler for 2 years now. We have been using Beverly Services for at least 10 years and couldn't be more satisfied. From Emily in the Appointment Dept. to the technitions that we have worked with , we couldn't be more satisfied. We wouldn't come back year after year if we weren't't.

A/C unit went down with a problem in the blower module. Beverly Service got to the house, on a 90degree day, in only a few hours, diagnosed the problem in less than an hour, ordered the parts immediately, and installed them as soon as they came in.
Prompt, clean, courteous service, and we're up and running already. Couldn't ask for more.

Review: I CONTACTED BEVERLY SERVICES IN APRIL OF 2016 FOR A FREE ESTIMATE AS ADVERTISED FOR A SERVICE BOX UPGRADE AND INSTALLATION OF A FEW OUTLETS IN MY HOME. AN APPOINTMENT WAS MADE FOR APRIL 28,2016 FOR A SERVICE MAN TO DO THE ESTIMATE. THE SERVICE MAN ARRIVED ON THE SCHEDULED DATE AND WAS AT MY HOME FOR ABOUT 2 HOURS COLLECTING THE DATA NEEDED FOR THE ESTIMATE, WHEN HE LEFT HE TOLD ME HE WOULD WRITE IT UP AND MAIL IT TO ME. AFTER 2 WEEKS, I CALLED THE COMPANY TO INQUIRE ABOUT MY ESTIMATE. I SPOKE WITH THE SECRETARY WHO TOOK MY MESSAGE AND TOLD ME SHE WILL LET THE SERVICE MAN KNOW THAT I CALLED AND WANTED MY ESTIMATE. ANOTHER WEEK WENT BY, SO I CALLED AGAIN AND SPOKE WITH A SECRETARY AGAIN WITH THE SAME INQUIRY ABOUT MY ESTIMATE. SHE SAID THAT SHE WOULD HAVE THE SERVICE MAN CONTACT ME, AND HE DID ,THAT SAME DAY. HE WAS VERY APOLOGETIC ABOUT TAKING SO LONG TO WRITE UP MY ESTIMATE AND THAT HE WAS GOING TO DO IT THAT EVENING AND PUT IT IN THE MAIL RIGHT AWAY. SO THAT WAS COMFORTING TO ME. WELL, TODAY IS JULY 21,2016 AND GUESS WHAT ? I STILL NEVER GOT MY ESTIMATE ! SO I CALLED THE COMPANY AND ASKED TO SPEAK TO THE MANAGER REGARDING THIS ISSUE. THE SECRETARY TOOK DOWN MY INFORMATION, TOLD ME THAT THE MANAGER WAS ON ANOTHER LINE AND THAT SHE WOULD HAVE HIM CALL ME BACK. SO I'M STILL WAITING FOR THAT CALL FROM THE MANAGER.Desired Settlement: I JUST WANT THE ESTIMATE SENT TO ME FOR THE WORK AND UPGRADE THAT I WANT DONE. THAT WAS THE PURPOSE OF THE APPOINTMENT I HAD MADE FOR A FREE ESTIMATE.

Business

Response:

Beverly Services truly apologizes for the inconveniences

to the customer, we have reached out and have come to a resolution.

After further review, we apologized to the customer for the prolonged

time frame of receiving the estimate. The electrician recalls the

information and remembers a set being mailed out to the customer. The

customer was contacted and was offered a discount off the repairs due to the

inconveniences of attempting to receive the estimate. The estimate

was mailed on 7/22/2016. There will be follow up next week to make sure

the customer received the paper copies in hand.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My technician Crissie called, showed up on time with a big smile and great attitude. She performed her work and left the work area clean and neat.

I received efficient, accurate and courteous service in all aspects of scheduling and service delivery provided by this business.

We use Beverly for our heating and A/C system. We called them for some plumbing repairs. Justin, a Master Plumber, did a great job for us. He is thorough, very skilled, and professionally represented Beverly Services. I would hire them again for plumbing work.

Beverly heating has been used by my company many times....they are timely and
the workers are courteous and very competent.....the work is quality..

fred did a great complete job of checking my furnace. I always am please with the work they do.

Review: We had Beverly Heating and Cooling come out and fix a leaking pipe under the sink and and they said it was not the pipe, it was the faucet and that was not covered under my warranty, and then he ask to be paid for the time he was here, but he never fixed the sink. So I called [redacted] Plumbing and the came out and looked at the sink and said it was indeed the pipe and not the Faucet like Beverly heating and cooling said and the pipe is covered u set the warranty. We feel that the reason Beverly Heating and cooling lied about where the leak was is because they did not want to fix it because they get paid a flat rate if try fix it or don't fix it. When we called to tell the management about it, a girl that answers the phone said there was nothing they could do and that I should call the warranty company and complain, don't call Beverly Heating and Cooling. Which makes no sense.Desired Settlement: We would like a refund of our $75 that we paid for him to come out and look at the issue.

Business

Response:

Mr. [redacted] contacted our company through his third partywarranty provider [redacted] The $75.00 that Mr. [redacted] was charged was his deductibleunder his home warranty agreement. Mr. [redacted] called to have three plumbingissues looked at all under one call and deductible. The first was a clogged tubdrain which we unclogged. The second was for a toilet with a slow flush.Nothing could be done with the toilet as it was just old and had a lazy flush.The toilet however was functioning. The third reason was for the water leak.Our Master Plumber [redacted] inspected the faucet and drain. The pop-upassembly was leaking where it fit into the drain pipe. [redacted] regards the pop-upassembly to be part of the faucet and does not cover the faucet assembly undertheir warranty with Mr. [redacted]. We called[redacted] and could not get authorization from [redacted] to do the repair under thewarranty. Mr. [redacted] refused to pay us separatelyfor us to do the repair, so we did not complete the repair. We are entitled tothe $75.00 as we did provide a service to Mr. [redacted] and did unclog his tub drain,as well as the diagnosing his toilet and drain issues. Please also note for the record that we do notwork with [redacted] on a flat rate basis. They pay us on a repair by repair basis ascovered by the homeowner’s warranty.

Review: Beverly Service was at my house for furnace repair on Tuesday, November 4. The technician was there for about 45 minutes. I explained the furnace would come on and light but would not stay lit. He said he understood the problem, would clean a part, and tighten a connection that was loose. I paid the service fee of $84.95 with a check. The furnace ran for about half an hour after he left. I called Beverly Services back and explained the repair had not worked and needed someone back out. I also explained I had already taken time off from work (morning) to meet the technician and needed a very early appointment so I would not miss more work. The woman I spoke to said I can not accommodate that request. I said then give me back my $84.95 and I will go find someone else who can. She said one moment and put me on hold. She came back and said now we can accommodate your request and will be there at 8am Tuesday, November 11. They were not. I had to leave for work. I can NOT miss more work. If they could not keep their appointment they should have been honest up front and told me that. I have paid a service fee for nothing but a lie, 2 wasted mornings, and a hassle. I want my $84.95 back as they have cost me time away from my job and I have been without heat for 10 days now. I have children in my house and will need to find someone who knows how to repair a furnace right now. If this letter doesnt work I will simply go to the Magistrates office, file for a hearing, and then have the constable go to their office to collect the money they will not return to me. Thank you for your help.Desired Settlement: Send my money to the address I provided.

Business

Response:

Unfortunately there was a miscommunication between our office personal and Mr. [redacted]. First call of the day is between 8am and 10am in the morning. We always give a time window. Our tech did arrive at 9am on the 11th, when there was no answer at the door he left a "Sorry we missed you, Please call to reschedule" door hangar. In good faith we will gladly reschedule the service either after or before work to accommodate Mr. [redacted]s schedule. If that it was is not acceptable we will gladly refund his $84.95.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They never said a time window. Lie #1. Their own man wrote 9:50am on the door hanger they put in my screen door. They are claiming that he was there at 9am. Lie #2. I asked for a refund not another day of wasting my time. I really am done writing about this and will be at the magistrates office on Tuesday to pay to have a hearing to get my money and expenses if I dont get my $84.95 before then. [redacted]