Mr. Holland's Heating & Air Conditioning

We recently added a UV/Ozone unit to a new furnace and really like it. Tech who did the install (***) was very good....professional, friendly, knowledgeable. I bought our new furnace and humidifier system from Mr. H's and are pleased with the installation and the techs who did the work and the first tech who inspected our old furnace.

I wanted to give Kudos to a couple people over at Mr. Hollands Heating/Air. First to *** - the rep that came to our house to go over our options on a new air conditioning unit. *** was the most charming, knowledgeable guy. Great personality, took time to explain everything so we would understand it. We recently purchased a new furnace from Mr. Hollands and we wanted to make sure the Air Conditioning unit would work side by side.. which it will. So Thank you *** for making this process, easy and understandable. You were a pure pleasure to talk with.
Also want to give a THANK YOU to *** over on the office team at Mr. Holland's. *** has also been a pure joy to work with. She answers all my silly questions and works extra hard to make everything work out smoothly -- which is always does. Never any issues.
So thanks to Mr. Holland -- these 2 staff members are a real asset to your team!!

“I have always felt that whoever came to the house was very professional and answered any questions I might have. Very nice work”

I left this one for them directly, but want to share with all ... Service prompt and thorough. Follow up prompt and thorough. You guys hit this one out of the park!

I have found this company to be reliable and their comfort club is actually nice because they remind you when it's time to change your filter, schedule a tune up and get parts at a percentage off.

Mr. Holland's Heating &Air has give us great service since we started with them. The technicians are very knowledgeable and thorough. Every one of them has taken the time to explain the service to my husband and myself as well as to answer any questions we may have. The one time we had an issue with our air conditioning, a technician was back at our house within a couple of hours and fixed the problem. I always give Mr. Holland's employees a 2 thumbs up.

Having just read the few complaints submitted I feel that these customers are discussing another company? I have been a customer for a number of years and have always been impressed with the quality of workmanship the employees have demonstrated but more so with the performance and demeanor of everyone associated with Hollond Heating and A/C. Very impressive. Keep up the good work.

Excellent customer service. The tech was very knowledgeable and diagnosed the two problems that I had with my A/C very quickly. The system was repaired, and to help off-set the cost of the repairs, the tech informed me of various ways that I could save money with their care plans. In addition, the care plans include regular tune-ups and maintenance to insure that problems are resolved before they escalate. I will be a long-time customer going forward.

While it is always with a bit of caution that appointments between the hours of (?) are actually fulfilled, I took great relief in that I was informed of the actual time the day of my appointment. I was called by the dispatcher, as well as the service technician as the time grew near! I really appreciate that! I cannot say enough about the level of customer support that this company has provided! My family has had a new furnace installed to replace the old one, as well as an A/C unit, which we did not have...everything was perfect! We were given exactly what we purchased...professional install, great customer service, and satisfaction! They even fixed my water heater exhaust (which I did not know was in disrepair) for no extra charge! The level of service has remained of the same level, Top Notch! It is very nice to see a local company adhering to such high levels of quality and expectations!

John Y did a fine job on an air conditioner tune-up as my son and John go back to high school together. Needed work done on Saturday to replace control panel and that was done in an efficient manner by another technician.

I have had service with Holland's for several years and the service has always been great! Steve is cutting edge on his service and knows his stuff. They do great work on water heating systems. I would highly recommend anyone with water heat to have them service your equipment and for replacement.

Mr. Holland's Heating and AC recently installed my new furnace and I couldn't be more pleased with the overall experience. I have been a customer of theirs for over 12 years and have always received the best service and fair prices in all of my dealings with this company. Personable, professional, honest and fair in all aspects of service from office contacts, scheduling options, and knowledge of technicians. I would, and have, recommended them frequently to people that I know.

I bought furnaces and air conditioners from Holland's for two separate houses in the past two years, and I have had very positive experiences both times. Everyone I dealt with for sales, scheduling, onsite work and follow-up were very friendly, yet professional. The workers show up on time, are courteous, clean and knowledgeable. The job was done on time and at the price that was quoted. A very reputable company, in my opinion.

“Excellent service, great follow up, professional technician, reasonable prices.”

We've been customers of Mr. Holland's H&A/C for many years, indeed since the time the company was "One Hour H&A/C." The service has always been excellent, both on the phone and on our premises -- including the installation of our current system a few years ago and the most recent semi-annual service visit within the past two weeks. Service personnel are always timely but never rushed; optional services and materials for sale are clearly mentioned and clearly explained but never "pushed." We're completely satisfied with the company's performance.

Review: The issues began with a 'No Heat' on Jan 6, 2015. Repair person came into my home and repaired a Flame Sensor. This was the second time in 3 years that this process was paid for. No explanation was given for the failure on either occasion. Found out from another Repair Company that it has been impacted by the Natural Gas Pressure coming into the home from the provider WE Energies. Heat came back on until Jan 28, 2015 when I had a second 'No Heat' issue. I called the company to report the issue and someone came out later in the day. The service person checked out the furnace and eventually found oil on a blower motor in the bottom area of the furnace. (I found out later that there is no oil in a newer furnace [9 years old]) This was obviously a deception by the service person towards a consumer that is expecting quality service from a supposed reputable company. (I will say that he did fix a different issue that was actual and new in the upper portion of the furnace.) The service person indicated that there were the two issues that needed to be solved at approximately $650 per repair. He also indicated that I may consider replace the furnace since it is 9 years old and the cost may be more than it s worth. I agreed and a salesperson came out to speak to me while he completed the attempted repairs. This leads to an additional complaint about the manners and professionalism of the salesperson, who indicated that he was the manager of the sales department. He was rude, demeaning, and incompetent for sales to an end consumer. He called my fiancee a liar to both her and myself. Would not provide a written quote for a new furnace, and I eventually requested him to leave. I asked that of him multiple times and needed to be very harsh about him to get out. Because of the salesperson/manager I decided to check out other options. That is when I found out about the deception of the service person.

The only thing that I had done incorrectly over the past nine years was for go the option to service the furnace unless a repair was needed. This was one of the explanations that was given for the failures.

I then received a call on Jan 30, 2015 from their Customer Service Person asking how the experience was and my fiancee and myself explained everything I wrote here. This person promised to call me back and let me know how they would handle the complaints. During that call I was also asked NOT to contact the Revdex.com. I am doing so now, because another deception has taken place to delay responding to a customer complaint.Desired Settlement: I have received enough apology from the CSR that didn't follow through with what she said she would do. So with that being stated, I am looking for a refund of both January 2015 visits.

Business

Response:

Dear ***'s,I personally was involved in this call from the moment it came in. I can confirm that the homeowner is absolutely correct that no further follow ups were made to this customer. Here’s why… from the very first call into our business this homeowner decided that yelling, screaming and using profanity was a great way to get service. Despite all that we still offered up a service tech to go to the home to help the homeowners. Upon arrival my service tech also stated that there was an abundance of anger in the demeanor of this homeowner. He stated that this homeowner was not a happy person and that it was a major distraction in trying to help them. At some point our sales manager was sent there to assist. Upon his arrival – he too was bombarded by anger and vulgar language. I gave my sales person authorization to give this homeowner a discount on repairs, or a replacement furnace. I even stated that if this homeowner would like we have a refurbished unit that we can offer at a drastic discount. Either way we would assist.When a homeowner is unreasonable, unwilling and simply over the top – we choose who we will serve. Notice I never used the term customer in this response. That’s because this is not our customer. What this homeowner does not realize is that ALL of our telephone calls are recorded. We know how she acted. Regardless, the United States is a capitalistic free society. That means we can serve who we choose. Perhaps we need to develop a BCB. The Better Customer Bureau, where contractors can complain about homeowners. We have no shortage of work at our business and on a daily basis we serve happy, loyal, caring and appreciative customers. This is our business culture and I suspect it will remain that way for many years.To address the issues with my sales person. If my sales person accused them of being a liar – I have no knowledge of that. However, after reviewing what I know about this case– I may believe that my sales person handedit back to this homeowner in a very stern way. Liar – perhaps that is an exaggeration of his frustration. There comes a time when you try to help people and they want no part of your help – unless everything is free! My sales person has been in the sales industry for over 17 years so I hardly agree that he was incompetent. Homeowners are not always right – especially when they swear, cuss and condescend – we as humans bite back. This certainly may have been the case for my sales guy.As far as my service techs go, all of our techs are honest, ethical and well trained. If they are wrong in their diagnosis this can happen. However, this is why we offer a full two year guarantee on all repairs, discounts via the Comfort Club and a host of other consumer protections. On the motor and repair issue, we have a report on file from two techs that indicate the same story. Why would two techs tell the same story at two different service calls? As far as the leaking oil from the motor- Youhave to know where to look. The motor that was in this furnace was a sleeve bearing motor and you have to know where to find the oil. Who’s to say that the other company that this homeowner hired didn’t take a rag and wipe the oil off the motor and out of the furnace? Who’s to say that my service tech did not wipe out the excessive oil? Regardless – we charged you nothing for a repair – meaning you spent no money with us. All we charged was a service fee for showing up. Which, we will gladly refund. What’s the complaint? It’s my understanding that you purchased a furnace from another HVAC company. My question is… if nothing was wrong with the furnace why did you replace it? If my service tech gave you a false diagnosis and you received a second opinion why did you spend the money replacing a perfectly good furnace with only a flame sensor issue and a motor that did not leak oil? As far as the gas pressure goes – that’s a utility company issue not ours. If your gas meter is faulty – we have no control over that. All we do is test the gas pressure and if the pressure is within the allowable range for the furnace we leave it alone.Perhaps the company you hired was the one that I would be skeptical about. We were willing to make all necessary repairs at a discount and we offered the homeowner a drastically reduced price on a new unit or on arefurbished unit.A few other facts that must be considered when evaluating these types of complaints.This homeowner had little or no maintenance done on this furnace in 9 years. The warranty and the manufacturer state that regular routine maintenance is required. Perhaps we could have found the issues during routine maintenance while this furnace was under warranty. We reserve the right as to who we will serve. We will not serve a homeowner that is rude, belligerent, vulgar and obnoxious. Our company has been in business for 18 years and we serve 150 to 300 service customers per week. That’s 8000 to 16,000 service calls per year. I tend to believe if we were the company that this homeowner described in their complaint that there would be many more issues and complaints arriving at our business. Matter of fact, we receive positive testimonials daily at our office. On the follow ups and return calls. There’s no sense in trying to reason with an unreasonable person. We solve customer issues regularly. And, 99.9% of the time they go in favor of the customer. This person was unreasonable from the minute she called.As *** and *** for over *** I have no problem helping, assisting, aiding and working with a homeowner that has an issue, concern or complaint. However, I also know that I am not willing to take time or energy from my day to work with a person that simply wants money or something for free. Then to top it off their entire complaint is shared in an angry way. I know my staff and I know our culture – we will alwaysdo what is in the best interest of the homeowner. There comes a time when you have to say enough is enough – this homeowner played her” enough is enough cards”. In closing…I am glad that she found a new service provider and it appears that she is happy. Frankly, I am grateful that this complaint came thru the Revdex.com. It gives us as service contractors the ability to share our side of the story so that other homeowners and customers can see both sides. Sincerely,***

Business

Response:

03/25/15Revdex.comRe: ***Complaint Response Dear ***,I received your response. Essentially, most of which isblatantly off course. I spoke with all employees involved and did my duediligence. All of which, I was deeply disappointed in how you and Andreaconducted yourselves. We can go back and forth for days, weeks or months and wewill get nowhere.My conclusion is that customers and homeowners are notalways right and must act in a way that is also professional or at a minimum –kind and friendly.I suggest that you take a different approach when workingwith service providers – this will bring better results for both parties.We will refund your service fee along with sales tax andmove past this. This is my final letter and I will not respond to any furthercorrespondence. I consider this matter resolved. Regards,Mr. Holland Heating and Air***

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Nelson, our technician, was very open to me watching a lot of what he was doing as he worked on our AC and furnace. He often gave me suggestions how to keep it clean and get the most years out of our systems. He explained a lot of what he was checking. Our two hour time slot for his arrival was between 2:00 and 4:00, he arrived right at 3:00. I loved that he put on booties, without me having to ask as I usually do with other companies. He was very clean as he worked in my home. As he worked, I asked him about his job and the company and he had nothing negative to say. He spoke highly of the company and how they have regular meetings (monthly?) to keep everyone on the same page and up to date with new things. It was obvious he liked his job and the company. Right as Nelson was ready to leave, my husband arrived home from work. Nelson took the extra 15 minutes to review his findings with my husband and answer all of his questions too, rather than just run out and let me explain. I thought that was very polite of him.

Mr. Hollands is a company I would highly recommend to any and every person I know. I am a return customer who has had the opportunity to meet several employees, and from office staff to service techs they are professional, knowledgeable, have a willingness to answer questions and have a truly pleasant attitude. The simple fact that so many employees have the same positive attributes, shows that from the top down in a race of inches against their competition, they are miles ahead!

Great people I have used them for at least 5 years

Review: Holland provided service or maintenance on my furnace 6 times over 5 years. each time it was serviced it would fail again after 6/12 months. I contacted Holland to stand by their service, but they said another diagnostic/ travel fee would be accessed for their services.Desired Settlement: repair w/o any fees. believe in your company, employees and brand, don't rip off your customers

Business

Response:

Dear Mr. ***,We are very unhappy to learn that our efforts to take care

of you and serve you are not satisfactory. This is something we take very serious as we pride ourselves in offering

the best and most professional service….not the least cost. We do what it

takes. Below is an account of what happened and I hope once you see it in black

and white you may feel differently. Every time we have been out we also helped to educate you and make

recommendations to be proactive and make some repairs so you don’t get into a no

heat situation but you always opted not to do anything.From day one is as follows. 12/1/2010 you had no heat; we

responded immediately identified the issue, you authorized repairs and our

service fee. Then again on 12/4/2010 and 1/5/2011 you were without heat, as a

courtesy as we were previously were there we did not charged a service fee on

either of the last 2 dates which is common practice for us. We have no records

from there (no idea of anything that happened with the system maintenance or

not) until on 2/22/2013 (2 years later) we were called out to your home for

another no heat. We again identified the problem and you authorized replacement

of the faulty high limit switch. Again we made suggestions and they were

declined. We suggested you replace your filters, you let us know you will be

purchasing a cheaper filter from a store, we also suggested you fix your gas leaks;

you let us know you would be using a plumber to do it for cheaper. On 11/7/2013

9 months later we were called out again since your furnace was not heating

again. It was determined to be a faulty wire on the thermostat that you

personally installed, we offered to install the thermostat correctly and fix

the wire problem, but the repairs were once again declined. At this time, you elected to join out comfort

club membership to go on annual maintenance and inspection. On 12/11/2013 we

returned to your home for annual maintenance on your furnace. After our full

Super Tune Up and assessment of the system we suggested you replace your motor

starter because it was weakening and below the manufacturer recommendation of

operation as it can cause yet another failure and increase utility usage. At

the same time we also let you know that your burners were rusty, rusty burners

cause incomplete combustion which then uses more gas to operate it. Part of

every call is educating our clients on the status and condition. We returned

again on 1/28/2015 for your annual maintenance for the tune up on your furnace,

we suggested you replace your filter, motor starter and that your burners were

rusted. Once again, all of the repairs were declined even the filter

maintenance was declined. On 3/30/2015 you cancelled your annual maintenance

plan with us. On 11/16/15 we received a call from you that your furnace was not

heating, so we let you know there would be a service fee for our technician to

come out to take a look at your furnace, you disagreed with the charges so you

hung up on our call center representative, we even offered to reduce our

service fee and let you know that if the technician felt it was related to the

repairs done in January that the service fee would be waived. As I mentioned earlier we take these matters

very seriously but at the same time it has to be fair. We feel there is not

much more we could offer other than providing what we say we will do and do

what it takes to make sure we provide the best service. In the end we believe in taking care of

everyone but when it becomes unreasonable there is not much we can do. We

strongly believe in our company ethics, offerings, process, employees and brand

and we do go above and beyond to help. We are on time, professional, we take

the time to inform and educate so we can help each client determine what is

best for them. As reviewed with you on each

service call, your furnace is 17 years old, and when there is no annual

maintenance or repairs done that it needs, anything can happen, anytime simply

due to age. We always promote good and fair treatment and we are willing to

help but we simply cannot cover the continuous cost. We are a business and fair has to go both

ways.