Mr. Holland's Heating & Air Conditioning

Background:
A few weeks ago my central air unit died during a heat wave. So I search around online to find a company to replace the 20 year old AC and Furnace and found a web site that farmed out free quotes. So I filled that form out and several companies called me to help with my situation and make bids.
The Decision:
Spencer from Mr. Holland's Heating & Air Conditioning called me to ask if I had already accepted another firm. I had three other organizations come over by the time he called and felt that I could give him a chance since he impressed me on the phone. I am very glad I waited for my fourth estimate from Spencer. He did a great job of talking my language (engineering/technical,) knowledgeable, and was extremely respectful. I noticed that Spencer took care to make sure he didn't track dirt into my home with some foot protectors. One of the other bidders presentation and products were almost exactly the same, so the fine details became important to making the final decision to go with Mr. Holland's. The tough decision came down to Spencer's technical knowledge of the products primarily and a slight difference on pricing.
The Work:
Day 1 - AC/Furnace Replacement
The entire team that came over to do the install were friendly, polite, and respectful. I was impressed with how the furnace room was cleaner after they left than it was when they started. Tim, Joe, Max, & Dan were great!
Day 2 - Duct work cleaning
Gary was great, he was respectful and found some interesting things in the ducts that were in there for 20+ years. What really impressed me is that he was able to maneuver an industrial sized vacuum cleaner right behind me without me noticing (home office.)
All in all, these guys were very professional, friendly and respectful. I'm very pleased with the install and the clean air ducts. They fixed errors put in the previous system and the results are noticeable.
I would recommend going with Mr. Holland's for heating and AC work and would use their services again when the need arises.

I have been using Holland's HVAC for regular service (and repair) of my system for several years, now and have been completely satisfied with the quality of the service. Mr. Holland's techs are personable, knowledgeable and informative. Thanks, guys!

Review: My furnace stopped running. I called Holland Heating and Air Conditioning, as I pay a monthly fee of $21 to lower potential charges and to maintain my furnace. Service technician came in and told me that the furnace needed a new circuit board, had something wrong with the heating chambers and that it was corroding from the inside out. I was told the repairs would cost $2000 or that I could get a new furnace for approx. $3500. (in which I could not get until the weekend, which would cost more because it would be serviced on the weekend). In the meantime, I was told that I could rent space heaters in the amount of $150. I was charged $51 for this service call, even though I was a member. My daughter ended up calling an outside, licensed source. A technician arrived within 30 minutes and had my furnace running in 10 minutes. (no replacement parts needed). He physically showed me the furnace and that it was up and running and explained that there was nothing wrong with it. In asking what I owed him, he said "nothing". Very disgruntled with Holland and not trustworthy at all. Have since cancelled all future maintenance and monthly fees to be paid to keep the membership.Desired Settlement: Would like refund of $51 and some of the $21/month in fees that I had been charged.

Business

Response:

Our Sales Director Mr. *** spoke to *** to address her concerns. The maintenance program she is on is designed to encourage maintenance of her system which is required by all manufacturers for them to honor their warranties when something happens. It is designed to be proactive but does not always prevent issues from happening. With out being on our club maintenance program it would cost over $360 a year for both her heating and air conditioning tune ups. On the club membership it is approximately $240/year. Often we have scenarios that we have to explain that homeowners do not like and we never give replacement options if they are not wanted. We review what we find, educate and inform, and then build it up o the owner to tell us what they want. Our technician did do work to help try his best to explain and help. He offered heaters that we could bring out and it is policy to get a credit card as a down payment to insure the equipment gets returned when it is done being used and this down payment would be returned once the heaters are returned. From start to finish we apologize that the communication was not clear but our technician tried his best to educate and inform the customer of his findings. When we find issues with a system we are obligated to inform and protect ourselves from liability and customer peace of mind. When someone needs service and they are not a club member they are charged a $159 service fee when as a club member this charge is reduced to $49 plus tax, even if it is in the middle of the night or the holiday. There are many more benefits to the club membership above and beyond this. In the end this customer was refunded for the service fee as our apologies. We tried to reconcile our differences and thanked her for her feedback and that we always look to find ways to improve and we were sorry to see her go as she was a long time customer and never had a complaint before this incident that she shared with us. Over the years all of our techs have not been perfect with communication and service but we work hard to educate our employees with ongoing training to help master their knowledge on all aspects of the business to better service our customers and their equipment. Not everyone is a good fit and all we can do when a problem comes up is to do our best to resolve and this is what we did. The service technician has already been spoken to and we have reviewed how he can better communicate to prevent a scenario such as this. Please let us know how we can help in any other way as we are happy to do so.

Consumer

Response:

I would like to close a complaint that I filed on behalf of my mother. The complaint is ID #***. She has since received a check to rectify costs that were only verbal suggestions (buying a new furnace in the amount of $3000 - $4000). We called a second outside, licensed technician that came over and had her furnace running in 10 minutes, at no charge, with no replacement parts needed. We are hoping that Holland's One Hour Heating and Air Conditioning doesn't make this a regular practice and take advantage of others as well. (they also wanted to charge her for space heaters, until they were able to install the new furnace). Thanks, ***

I requested that Mr. Holland Heating and Air Conditioning send a technician to diagnose a central air conditioning unit. The technician spent a minimum amount of time looking at the unit.
He came there with an agenda to force me to purchase a new furnace and air conditioner. He stated in a written report that the unit had a refrigerant leak, yet his test indicated that the unit was overcharged with refrigerant. He offered to release some refrigerant for an additional fee. There was never a test in which the tech measured refrigerant before running the unit and after. I still do not know what is wrong with the unit and I am stuck paying for a useless service call.
NEVER AGAIN!

I had a problem with my A/C this summer on a weekend. Called a couple HVAC businesses and sat a long time waiting for a response. Finally decided to try Mr. Hollands as I had always thought about their service club they advertise. Very professional and prompt in handling the request. Even called with updates on tech arrival time. Technician was friendly and explained everything. Of course my issue required a part they do not stock so I have to wait until Monday. I did end up signing up for their comfort club as the discounts would just about pay for it with the repair I needed. Monday they called and wanted to schedule the installation right away. Here comes the only hitch. I found out before they called that this part should actually be covered under warranty. I was very disappointed that information and a much lower price did not come from them. When I informed them, they confirmed this and asked if they could still complete the work at a lower price. We agreed on the right price (based on another estimate I received) and I let them finish the job. Once again the technician was professional and courteous. While there he also did an overall system checkup (part of the club). He did make several recommendations for improvements. I had been expecting some big sales pitch as part of the agreement, but what I got was a good explanation and in reality very good recommendations (soft start for the compressor and a freeze interlock). I spent a little more to have the changes made but it should be worth it in the long run. In the end I am happy. Their most positive attributes are their responsiveness, professionalism, and customer service. I am hoping the 2x year checkups avoid major problems and keep the system running a few years longer than it would without the attention.

Mr. Holland's team from the Sales Rep to the install were all very professional and friendly. They new unit looks great and we are guaranteed a tune up every summer and winter. Would recommend them to anyone.

We have used Mr. Holland's several times for both the installation of our heating/cooling system (a replacement) and for ongoing service. We have been very satisfied every time we have received service. They are on time, they are quick, they are clean and friendly. They answer questions in an understandable and concise manner. I would not hesitate to recommend Mr. Holland's Heating and Air Conditioning to others and I know we will use them again for both routine and unplanned service.

I recently had new furnace and air conditioner units installed in my residence. My old units were 30 years old and have seen their better days. My experience with Mr. Holland's Heat was very excellent. From my first contact with their furnace inspector , to their sales person and the 2 associates who installed the units. They were very professional and knowledgeable concerning their work. I'm very happy with their work and definitely will recommend them to other persons.

I have been using Mr. Holland's Htg and AC for over 4 years and gave never had a negative experience. They come out twice a year to check out the AC and furnace and each time they are professional and courteous. The technicians are knowledgeable and very easy to talk to. I highly recommend!!

Review: In the fall of 2006 I had Hollands one hour install a complete furnace & air conditioning units. I paid in full right then.The winter of 2008 my furnace quit.Hollands came out and fixed the problem which was the drain pan which is right above the blower motor was cracked and leaked water onto the blower motor.They replaced and repaired everything no charge. THE DRAIN PAN WAS RECALLED !! On 11 July 2011 the A/C wasn't working.Hollands came out and recharged the A/C.The tech then checked the drain pan as part on the service call and found out it was cracked again.He replaced the pan and wrote on the work order "replaced drain pan third time " "warranty ".I paid the invoice in full , $ 383.33. right then.On 29 August 2011 ( SEVEN WEEKS LATER ) I received a bill for the recalled drain pan for $ 104.54. This is not right.I refused to pay now they put this charge against my credit account and gave it to a debt collector.Please have them remove this from my credit and issue me and an apology.Desired Settlement: Have Holland One hour remove this debt from my credit account and issue me an apology.

Business

Response:

Dear Customer,

Thank you for contacting us with your comments. We apologize that you have had trouble with rectifying your situation in 2011. There is no record that you have contacted or worked with our company since then. We did not install your system but did provide service and warranty of your drain pan. The $104.54 charged to you in July, 2011; the last time we provided service to you, was for a service fee for our technician to come to your home. Unfortunately we cannot offer a credit for that charge.

Please let us know if there is anything else we can do to assist you at this time. We wish you the very best.

Kind Regards,

Holland’s One Hour Heating and Air Conditioning

Business

Response:

We would be more than happy to help you resolve the issue. Please provide us with a copy of the signed contract for replacement of the furnace and air conditioning with our company. Thank you.

Kind Regards,

Holland's One Hour Heating and Air Conditioning

Consumer

Response:

I will send you the invoice once you remove this debt. Thank you kind regards

On time service call clean appearance wore booties to keep.floors clean . Knew equipment very well that was to be serviced. Answered any questions . Very polite

Mr Hollands is always pleasant to work with and I trust the guys that have worked on my unit. The last visit my heat was not working correctly they scheduled an appointment with me but I had to change it and they were still able to come the same day and fix my issue. Thanks to everyone that I talked to that day!!

We woke up on a very cold Sunday morning to no heat in the upstairs portion of our home. We called Mr Hollands as they have been maintaining our heating and cooling systems. They responded quickly and had our system working again within three hours of the first call. We would highly recommend them!

“The first time Luis (service tech) came to my home for my fall furnace inspection, he was told about water collecting in the drip pan under the furnace. After an hour, he traced the source to the “collector box” under the heat exchangery. Three days later, after having to order the part, he came back & replaced it under warranty. He explained the what, where, why, and how of his work. All the time he was here, he exhibited a very professional attitude answering all my questions. I give him, Holland Heating and Air Conditioing, and all their staff 5 stars for how this problem was handled.”

Ben and Joe were dealt a very difficult situation when servicing my furnace due to the way it was installed by another contractor. They handled themselves like true professionals and kept customer service in mind the whole time. As a result I have signed up to the Comfort Club Membership and hope to have a long relationship with your company.

HIGHLY RECOMMEND MR. HOLLAND'S AS THEY ARE DEDICATED TO CUSTOMER SERVICE AND SATISFACTION.

I have been a customer of Mr. Holland's for three seasons and have joined their Comfort Club. They have done everything that they said that they would and they do it in a most professional and yet friendly way.
They have responded to my needs in such a wonderful and attentive way, that I feel that when I'm calling them it's like calling a friend, not a service person.

What can be a difficult and costly expense made so much easier to take. work with you in a professional , honest with utmost integrity. Professional in every manner, from customer service on the phone to techs in person. Knowledgeable and informative, honest with their assessment of the situation. Work with you in honest and direct manner. Prompt and polite.

Kyle was here at the earliest of the time frame. He immediately spotted a problem and corrected it within an hour. We are on your contract and so there were no charges for the very important repair work Kyle did. We appreciate the years of excellent service we have received.
Sincerely,

I have been a customer of Mr. Holland's Heating & Air Conditioning for several years. I love the service plan that they offer, it gives me peace of mind. I'm also always impressed with their professional service.