Mr. Holland's Heating & Air Conditioning

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.

I have been very pleased with Hollands Heating and A/C. My latest interaction was with a technician named Tommy who performed a tuneup on my furnace. Tommy has been here before and is very professional and courteous. He took the time to explain what he had done and why. Tommy is also very personable and is an asset to your company. I would recommend Hollands to anyone in need of service or a new furnace or A/C. The last thing I would like to mention is that they are always on time. If they are running behind the office will call and let me know what's going on so you don't sit there half the day waiting for them. I think that's only happened once. When they say they will be there at a certain time almost all of the time they are there.

Great experience!! Good service and work was done on time ans as promised!!

My whole family was very impressed with their personal approach of getting to know our needs and personalities to find out what would work better for us. By the end of our experience we felt as if we could invite our quality care specialist to dinner because he had created a relationship with us which helped form our opinion about the company itself. We have only had our unit installed for 10 days; however, the two men who installed our unit were there 11 hours until it was completed without complaint or rudeness. They were very polite and none obtrusive to evening activities. I was very impressed by their instillation as well as the follow up we received from our sales rep. I would recommend them to anyone who needed a new heating & air conditioning units.

After driving around hearing Mr. Holland on the radio, I just started thinking about how long I have gone with out any maintenance on my heating and air condition systems. I thought I better have someone come and look, so I called and set up an appointment. The technician came right on time and was very professional. he was clean and neat and he even wore covers on his shoes. He tested my furnace and inspected my A/C. I needed more Puron and a new starter. Glad he caught that with the warm weather and the chance the system would not be there for me and my family. Then he checked my Duct work and showed me how dirty it was. We haven't cleaned that either so I set a date to have that done also. The duct crew was also neat and clean and did all they could do to get the airways clean as new in the shortest time possible. My A/C is working great and the house seems cleaner, less dust and hardly no sneezing. I'm happy for the service They provided and will stay on a schedule to keep my system in better shape. The price was more than reasonable for the work done.

Review: Holland's One Hour Heating came out to my house to inspect my furnace. After 20 minutes of looking at my furnace the technician called for a sales manager to respond. The sales manager informed my wife that the furnace was unsafe and was leaking carbon monoxide into the house. The sales manager informed my wife that the furnace needed to be shut down and proceeded to do so. We have carbon monoxide detectors in our house and they've never sounded. The sales manager then tried to sell us a $7,000.00 furnace and air conditioner. There was nothing wrong with our air conditioner. We called another company to come out and service our furnace. The company that came out stated carbon monoxide wasn't leaking into our home and nothing was wrong with our furnace.

On February 1, 2014 One Hour Heating came out to our house and replaced our gas valve on our furnace. The technician never mentioned anything about carbon monoxide leaking into our house at that time. When I mentioned this to the sales manager that responded a few weeks ago, the sale manager stated the technician wasn't comfortable telling me that my furnace was leaking carbon monoxide into my house at that moment.

I feel that One Hour Heating uses scare tactics when trying to sell furnaces.Desired Settlement: Opt out of the one hour heating service club.

Business

Response:

Thank you for providing feedback on the service you received from our company. We appreciate your comments and patience as we worked to thoroughly research your situation. Because we have field staff on call to help our customers any time, any day, we dispatched our technician to arrive at your home on February 1st to promptly diagnose your no heat situation. Upon examination of your furnace, it was determined that the gas valve needed replacement and there were concerns with condition of the heat exchanger. Per our technician, both areas of concerns were discussed during the appointment but only the gas valve was opted to be repaired. On March 27th a technician returned for your furnace tune up and had concerns with the condition of the heat exchanger and noted an elevated level of carbon monoxide in the flue. With another set of eyes, the sales manager determined that the level of carbon monoxide in the flue should be addressed, even though the carbon monoxide alarms in the home did not alert yet. Please know that our company is intentionally extremely careful in determining a need to replace a heat exchanger because we only have the safety of our customers in mind. Our technicians use infrared cameras to provide a very detailed view of the components inside of your system that cannot typically be seen without taking the furnace apart. We apologize if you did not feel that findings were communicated properly. Our sales manager indicated that he had stated that even if you didn’t utilize our company to make a repair or for replacement that he urged you to at least get another opinion. Because a heat exchanger replacement is a high cost repair especially for an older system, we give the option of replacement. Most customers choose not to invest in their aged systems and appreciate to at least have the option to consider replacement cost vs repair. The addition to replace your air conditioning at the same time is typically recommended as well because the heating and cooling equipment work together as a system and there are benefits to replacing at the same time.

Again, we apologize for any misunderstanding. We only have your best interests and safety in mind and we urge you to address the level of carbon monoxide in your flue. Please note that as of 4/8/14, your Club Membership has been canceled per your request.

Please let us know if there is anything else we can do to assist you.

Kind Regards,

Your Holland’s One Hour Heating

and Air Conditioning Team

###-###-####

Joe S ( their technician ) was thorough with his work, dependable and courteous. The company respects your home that you don't even have to remind their technicians to put on their shoe covers. The workers are trustworthy. The company is very reliable. I have been a customer for more than 5 years.

Very good service from the office staff.
Excellent service from the service techs.

We used Holland's One Hour when we needed a HVAC in our Jackson home. We priced out several vendors and Holland's we felt that they could the job we needed. We also signed up for their maintenance service package and that has worked quite well for us. When I needed electrical repairs I found out they had a electrical division. Getting their electrical plan has also worked well for us. So when we moved to Saukville we let Holland's do all services here. Having Holland's One Hour we never looks back. They are on time and on price and we have come to trust all their repair techs.

THANK YOU! So much for all your hard work and truthfulness on our furnace. I had
questions and concerns that you made me feel that mattered. You worked fast ,but did not rush putting back together. You cleaned up the area and my furnace. We trust you with our lives,(literally). Especially when your talking carbon monoxide. Thanks again for your honesty, hard work, and PEACE OF MIND! Be safe out there guys & girls.Thanks!

Quite honestly - what attracted me to Mr. Holland's were the radio commercials! I have been on the waiting end of a furnace emergency in sub zero temperatures and the idea of Mr. Holland's offering a 'comfort club' where I would be a priority member is what sealed the deal. For $21/month I receive customer discounts and priority service. The Spring and Fall check ups alone cover the cost of the monthly membership. Knowing that if something goes wrong - they will be there to address/resolve the issue. The amount I saved on the installation of a new furnace and AC unit have paid for the membership for several years to come.
While my first call to them to find out about their radio ad was 'difficult', they addressed the customer service issue immediately and apologetically. They take their customer service quality very seriously and immediately corrected the issue.
Their first visit was to evaluate my AC unit. They identified the age of my overall system (over 25 years each) - but first called attention to my rusting water heater (which was NOT under their scope of service.) I found this unusually comforting that a service company would say "while your HVAC needs to be updated...you should really address your water heater first"... After installing a new water heater, I called them back when I received an 'comfort club only' offer for an end-of-the-season HVAC install. Tim and Pat arrived on time and conducted themselves very professionally throughout the day. They took the time to educate me on the use of the overall system. The job was very involved - yet by the end you could not tell they had even been there (their cleanup was amazing.)
They are coming back next week to take care of our chimney.
I would highly recommend the comfort club and would highly recommend their professional service.

The dictionary doesn't have enough complimentary words to say about Holland's Heating and Air Conditioning - absolutely top drawer. I have dealt with them going on forever - introduce themselves, wear booties, friently, efficient, always on time, knowledeable, fun, neat, clean, trustworthy, and they truly care about you.Don't give it a second thought - call them, night or day. ***

My A/C died on Labor Day 2015 and it was a hot day. I am subscribed to their Spring--Fall service plan, so I called Holland. A service man came about an hour later and fixed my unit. The start & run switch had broken. He had the part in the truck and promptly fixed it.

We had our furnace go out Just before the weekend. This service was able to come out same day to repair. The technician that came out was very professional and I felt that he really cared to do a good job. He seemed to go the extra mile to get my furnace up and running.

Review: This was an initial install of a new air conditioning system. One Hour Heating installed an air conditioning drip pan that was the wrong part and too small under the condenser which is located in my attic. The part was the wrong size - TOO SMALL - and therefore did not hold a sufficient amount of water and the water then leaked into the apartment below damaging the plaster ceiling and carpeting. Holland subsequently replaced the wrong part with the correct part but has done nothing to help me get the damage repaired and return the apartment to rent-able condition. This problem dates to mid-summer 2013, and to date One Hour heating has done nothing but stonewall me. Initially I was told by One Hour to get an estimate for repair and send them the bill. After doing so, one hour's tune changed and they were only willing to do things their way.

I had been a good customer - I had One Hour install 2 furnaces and 3 air conditioning units. How can they leave me holding the bag like this?Desired Settlement: One hour needs to pay the entire cost of fixing the apartment to my satisfaction - the damage was caused by their negligence and poor workmanship.

Business

Response:

Could you please update the customer on our behalf as to the status of settlement. We contacted our insurance company to look into issue that we thought was handled back in February. We have done what we can to provide settlement through Insurance carriers.

Mr. Hollands was wonderful to work with. They are knowledgeable and patient. All of my questions were answered and we were confortable with the process from start to finish. The workers were professional and super friendly. They kept me in the loop as to what was happening and left my house cleaner than they found it. You definitely get what you pay for and then some. I have only good things to say and am thrilled with our new furnace and ac!

I have used Mr. Holland’s Heating & Air Conditioning on two separate occasions and have been more than pleased. When I first purchased my home I heard an advertisement for Air Duct Cleaning through Mr. Holland’s. Knowing that this was something I wanted to get done, I figured I would give them a call. I had no problems scheduling the appointment, they arrived on time, were very professional, answered all of my questions and most importantly I didn’t pay a penny more than what I was quoted.
When it came time to purchase a furnace it was a no brainer that I was definitely calling Mr. Holland. I was given different options, asked A LOT of questions until I knew what would best fit my needs. Again, no issues scheduling (and my schedule is not a schedule that is easy to work around), pulled up on time and went to work. They were extremely patient with me and when they left I knew that I was not scammed and I had gotten everything promised and the price quoted was what I paid.
HIGHLY recommended!!!!

Fantastic, timely service. The rep was professional, friendly and knowledgeable.

I have had multiple experiences with this company. They service my air conditioner in the spring and my furnace in the fall. They call me to schedule appointments so I don't have to remember when my service is due. Their technicians are courteous to my home, friendly and very informative; they answer all my questions and explain the service/maintenance they are providing. I highly recommend this company.

We have been customers of Hollands for some time now. We recently had our air conditioner check up. At that time they showed us some areas of concern. They were very straight forward with the necessity and cost for the needed services and some that were recommended. There was no pressure. We decided to have our ducts cleaned and a all home dehumidifier installed. They were prompt on both appointments and they explained what they did so that we could understand. Their service men were both respectful and very helpful. I am completely satisfied with this company and their staff.