Reviews

This profile includes reviews for Heritage Home Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Heritage Home Service

  28 Commercial Ct Auburn, NH 03032-3725

  
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  Heritage Home Service

  2550 Main St Tewksbury, MA 01876

  
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  Heritage Home Service

  179 Lafayette Rd North Hampton, NH 03862-2413

  

Review Details

• Review fromJohn s

  Date: 10/13/2024

  1 star

  John s

  Date: 10/13/2024

  Heritage in ********** installed both a new hvac system and boiler in Oct 2024. Without exception, it was the worst vendor experience I have ever had (for a total price well above $50k). Heritage said their electricians were in house but they were subs that left the job site after arriving late (the initial measurements taken (by Heritage) were inaccurate for the required service so the electrician just left without telling anyone ...they eventually were called back). The 2.5 day job took 7 days due to the inexperience of the Heritage crew. During the hvac system install, I called the office 6 times-yes 6 times - and I demanded to speak with the *** I recieved one call back about two days later from **** ***** the local ** who complained that his crew was young and he has to "deal with this kind of thing" often and that he was busy so could not get to me earlier. He also had no excuse for why their crew left one of my house windows open (while I was away) and left trash in a few places. To make matters worse, the 'ecco bee' thermostat shows high pollutants present in the house but the Heritage engineer said "oh dont worry-that happens a lot. The ecco bees don't really work". Awesome. I paid $400+ each for devices that ********************** knew did not work. Finally, the entire system just shut off for no known reason today; the thermostats went blank and no heat. I am writing this review in the cold in mid October and I was again told "****/the ** will call you" (I called their 'emergency' line 3 times beginning at 7:30 am - 5:30 pm...nada). Please believe me when I say you will be sorry if you use this company. I hope you learn from my mistake. Good luck.
  

  Heritage Home Service

  Date: 10/21/2024

  Hi ****, sorry to hear about your experience. I did talk with Josh about this job and some feedback from him was that the HVAC job that was installed in August did take longer than originally expected. This was not due to having inexperienced technicians. All of our lead technicians have at least 5 years experience in the HVAC trade. You spoke to Josh during the original install in regards to a window being left opened at his home and some trash left behind. He did apologize and say that this should not have happened. He offered to pay the customers electric bill for the month as it was cooling season and the window being open could have added cost. You declined and said he was more worried about his home being secure than the cost of the electricity. Again Josh apologized and explained this should not have happened. Josh did not say that it was a young crew and something we deal with often. Our crews are all experienced and the window being left open had to have been an oversight on their part. In regards to the Ecobee thermostats, ecobee is a top tier thermostat and we will only install equipment we believe in. The high pollutants warning could trigger from multiple things.
  In October you called and stated his thermostats went blank and he had no heat. We sent a service tech out and found there was a blown fuse in the air handler unit. We traced the issue back to a short in the wiring. We made the repairs and got the heat back operational.
  You also did call us for another job after his first experience in August. This was to replace his boiler. He signed another contract with us and moved forward with the work.
  Regardless of the issues, we always stand behind our work and make the necessary repairs needed since we do have a labor warranty.

• Review fromErik H

  Date: 06/04/2024

  1 star

  Erik H

  Date: 06/04/2024

  I have been a loyal customer of Quail (now *********************** in ************* for the last 6 years, using them for annual ** and furnace services. Every year, I faced recurring issues with my ** system. Each spring, they serviced it, and each summer, it failedwithout fail.After years of being told my system was old, I felt compelled to replace it. Given the age, I thought it was justified. I ended up spending over $20,000 to replace both the ** and furnace.Regarding the furnace, the installation was a disaster. Although I am not an expert, my towns proactive fire department inspected the work and failed it due to several major oversights. After fighting with Heritage, they eventually replaced everything at no cost.Less than a year ago, I replaced my ** unit. Heritage recommended a manufacturer and system, assuring me of its quality. As we approach summer 2024, the system has completely failedthe motor is bricked. Heritage sent a technician who admitted the failure and stated that the quality of the manufacturer had declinedthe same manufacturer they insisted I pay a premium for.I was initially told it would take 1-3 days for a new motor. Its now been a week, with temperatures over 80 degrees in my house, a pregnant wife, and a husky suffering in the heat. Heritage now tells me the lead time for the motor may be up to 6 months. They have been unresponsive to my requests for more information or an order number to track the motor myself.I am absolutely furious and will pursue every possible avenue, including legal action, to get this fixed as soon as possible. This level of service is unacceptable, especially from a company Ive been loyal to for years.
  

  Heritage Home Service

  Date: 06/10/2024

  Dear ****,We deeply apologize for the frustrations and inconveniences you've experienced with our services. Your loyalty over the past six years means a great deal to us, and we're truly sorry for falling short of your expectations.We appreciate that you've given us another chance to make things right. Our team has been in contact with you, and we're glad to have successfully rescheduled your appointment for Wednesday, June 12, 2024. Additionally, we have secured the necessary part needed to address the issue with your AC system.Your comfort and satisfaction are our top priorities, especially during this challenging time with the heat and your family's well-being in mind. We're committed to resolving this situation promptly and ensuring that you receive the high-quality service you deserve.Once again, we apologize for any inconvenience this has caused, and we thank you for your continued patience and understanding. Please don't hesitate to reach out if you have any further concerns or if there's anything else we can assist you with.Thank you!The Heritage Team

• Review fromJohn M

  Date: 12/28/2023

  1 star
  On December 9, 2023 I had to purchase a generator to replace my old 20 amp, Kubota. When I tried to set it up I realized that the new Champion generator required a different power cord. Not knowing much about what was needed to get my new generator to work, I called Heritage Home Service and scheduled an appt. for Monday, Dec. 18. Chris arrived about an hour late and advised me that I needed a new 30 amp power cord and inlet box. Because he did not have them in his truck he had to make a 10-minute trip to a local electrical supply house. He required an authorization before he could do the work. I bulked at the $900 cost but with an impending storm and not realizing what the work entailed, I agreed to sign. Chris took about 20 minutes to swap out receptacle boxes before also replacing 20 amp breaker for a 30 amp one in my electrical panel. We then shut off power to the house, started the generator, and concluded that all was working. His work took an estimated one hour and a half which included the round trip to the electrical supply house. Because his bill did not give me a breakdown of charges I called Heritage and asked to talk to someone about this bill and give me a breakdown. I have called three times and each time was assured that someone would get back to me within one business day. No one has returned that call. I have since gotten on-line and discovered that the power cord, box, and circuit breaker costs were approximately $132. Just switching out a 20 amp inlet box for a 30 amp box should have cost around $100 maximum according to Internet sources. Given the costs to a company to send out an electrician, etc. I estimate this job to be worth around $500 max! To be billed $900 was extremely excessive. I would like a rebate of at least $200. If not, then I want senior citizen, home owners to be aware that this company will take advantage of your lack of electrical knowledge and charge you outrageously.

• Review fromLarry P

  Date: 08/09/2023

  1 star
  I was having trouble with water flow and found with a water test that the iron was very high. I contacted Heritage and received a quote to solve my problems. It ending up being close to $20,000. I hired them and they installed a system to solve the problem. The system failed and they could not resolve the problem. They refused a refund and said "TOO BAD"!!!!!!!!!!! I have hired a lawyer to bring a lawsuit for Fraud!

• Review fromJody G

  Date: 06/06/2023

  5 stars
  This is a great company and they do really good work. Josh B***** had been to our home before and he’s such a hard worker and great at what he does. I called around noon time on a Friday, and they sent Josh right over so we wouldn’t have to wait all weekend. They‘re the only company we’d ever call for plumbing support.

• Review fromBlake B

  Date: 05/11/2023

  1 star
  The service provided by the Electrician they sent was fine, but they charged about $350 an hour. I asked when I called if their electricians were employees or contractors and the woman said employees but I think it is a front for a telemarketing service that contracts out to others.

• Review fromJoe M

  Date: 05/05/2023

  5 stars
  Called for service at my elderly mothers house. Customer service was amazing!! Nicholas came out very next day and fixed everything.
  I highly recommend Heritage Home Service for ALL your plumbing & heating needs. Thank You! *** *

• Review fromPat B

  Date: 02/18/2023

  5 stars
  **** went above and beyond to get the part needed to get the furnace back in operation, calling multiple places and finally finding a local source after being told it was on back order by the manufacturer. He kept us up to date on his process and we're extremely happy with his service. I'd highly recommend Heritage. Definitely 5 star service.

• Review fromLinda M

  Date: 02/08/2023

  5 stars
  I had two direct vent propane Empire wall heaters installed to replace the two 20 year old Williams heaters I had. I’ve used Heritage before and will definitely use them again. Outstanding service as always. Quick response time, professional and polite. Quality work by highly trained technicians. I know when I call them, I’ll be taken care of which is a comforting feeling knowing it will be done right. Thank you!!

• Review fromAnne B

  Date: 02/07/2023

  5 stars
  Prompt, honest, skillful, courteous!
  Marcus came the same day I called, and he did a great job. He did not try to do more than needed, but he gave me the cost ahead of time, fixed the problem, and represented his company well. Thank you!