Reviews

Review Details

• Review fromBernadette V

  Date: 04/16/2025

  1 star
  A formal complaint has been filed against R&W. A quote was provided the day after the service, 4/16 exhibit provided in formal complaint. The technician did not complete the work as he needed more time and stated had to leave because he had 4 more customers in his workload the day of service 4/15/25. I would not have approved of a maintenance call that was not fully completed, especially due to very poor scheduling and a workload the technician could not facilitate. I spoke with service and requested the technician to come back the next day and finish the job as I had no heat and have an immuno-compromised medical condition. I offered to pay the full cost of the completed work, the technician stated he needed about a hour or two more time. The service department would not agree and wanted payment up front on 4/15/25. I do not feel that R&W's inability to stay on site to complete a job was fair business practice. I do not feel a quote that day AFTER service is fair or professional. The service provider refused to schedule the work until full payment was made. This is an unfair business practice. Had is scheduled the 4/15/25 work that was incomplete to 4/16 or event the next day I agreed to pay the full amount, but he stated we are at an "impasse". I had no choice but to contact another vendor and file a formal complaint with BBB, *** ******* ** ******* ** ********** Hardship Unit and PURA. The HVAC unit is new and installed by R&W. This is a very poor way to treat a new customer who acquired a new HVAC installed in 2021. On the way out on 4/15/25 the technician left me with a service contract brochure, for the first time. A service contract was not offered prior to 4/15/25, as a new customer in 2022.

• Review fromMichelle W

  Date: 11/18/2022

  1 star

  Michelle W

  Date: 11/18/2022

  Beware that this company does not inform the customer ahead of time that if their oil filter is older than 10 years old, that they may or may not continue to provide the scheduled maintenance call. (One office worker stated that the technician would have to leave before cleaning the furnace if I would not agree to the new oil filter.) Instead, they trap the customer into paying $95 in addition to the $250 maintenance fee in order to completely replace the oil filter, rather than simply replace the cartridge inside the perfectly-fine filter that is already installed, as was stated to be included in the maintenance visit. Well my technician had already performed the rest of his maintenance work, even though I elected to NOT buy their $95 oil filter product. Although I did not have my oil filter serviced by this company, I still had to pay the full $250 maintenance charge. I believe that this company should at least inform their potential clients of this common issue ahead of time, rather than springing it on them once the technician arrives, like they didn't have any clue this could possibly happen!
  

  R & W Heating Energy Solutions, LLC

  Date: 12/07/2022

  We feel it is unfortunate *** ******* believes we have done her a disservice. This having been our first visit to the property, and the first time we have worked on this equipment, there is no way for us to know the make, model, system components, condition of system, etc., unless a customer is able to provide that information to us in advance. ******* oil filters have had a tendency to leak, and ******* Oil Filters Manufacturer have issued a notice to contractors and homeowners alike that these style filters should be completely replaced every 10 years – not just the filter cartridge. In avoiding any risk of an oil leak, and following with manufacturer guidelines, our licensed technicians use their discretion while in the field to determine whether or not the filter is of age/condition to be replaced. Due to the tendencies of leaks, it is our company policy not to use these products or change cartridges if the filter is in question. Rather, we charge a onetime fee of $95.00 to upgrade the oil filter to a spin-on style that nearly eliminates the risk of an oil leak. This style filter is completely replaced every year following, at no additional charge. All of which was explained to *** ******* by the onsite technician, the office staff member who took her call, and in the notice we hand out to all oil-burning customers, that she received from our technician. Our office staff did not tell *** ******* “…that the technician would have to leave before cleaning the furnace if I would not agree to the new oil filter.”; Our office staff explained the aforementioned options concerning these oil filters, and informed her that while there is no discount applied in these scenarios, again, the upgrade is a onetime fee only, and is the customers’ choice. As a company, we believe in educating customers, hence the oil filter notice we have created to inform homeowners of the risk of oil leaks – ranging from an inconvenience, to a costly environmental issue. When and if we are aware of a general oil filter in place prior to a maintenance appointment, we do explain this policy to customers. We wish *** ******* the best in finding a service company that will meet her expectations.

• Review fromDiane G

  Date: 09/27/2022

  1 star

  Diane G

  Date: 09/27/2022

  I will say the work they do I have been happy about. I will also say they know how to word things in contracts that you get screwed. I always have maintained my furnace and bought the service contract. Today four days from my covered cleaning we had a problem. It needed a cleaning in the end, I had smoke in house a co detector going off, waiting 4 hours for them to come, two hours after they told me. I bought gold plan and in the end cost me 367.00 dollars cause it wasn’t Nov-March. If it’s in heating season any part is free. Funny thing I just needed a cleaning and the cleaning should of been free but since it wasn’t scheduled, I had an emergency. Yes I had to pay on top of paying for a plan. I guess it’s timing but please take care of good customers. Oh better yet I was talking to office and got charged 1 hour (160.00) to find out what I was covered for. My fault as I had gold plan for a couple of years and never needed service. Totally upset, but yes it’s bad timing for me. Yet they don’t care cause it’s in a confused contract, I guess my fault but wait they can change contract at anytime. That’s in contract.
  

  R & W Heating Energy Solutions, LLC

  Date: 10/03/2022

  It is unfortunate that *** ****** feels this way. It is not ever our intent to word "things" in a manner "to screw" anyone. She did not understand and our staff went out of their way to try to explain to her in several phone calls. I will be reaching out to *** ****** to resolve this issue; she feels that the best course of action is to jump online and write a negative review. Not sure how this helps anything?