Holbrook Heating & Air Conditioning

Jennifer Knight

a month ago

★★★★★

Our furnace was installed by Holbrook in 2025, so after our basement flooded and took out our HVAC system and hot water heater, we contacted them expecting competence and to further our working relationship. Unfortunately, the experience became increasingly frustrating. We paid for hot water heater parts that did not resolve the issue, ultimately replacing the entire water heater, and had multiple service visits and labor charges. We were also without air conditioning for three weeks. The biggest issue, however, was our final interaction with Scott. Rather than focusing on resolving the problem, I felt he was dismissive and defensive. Immediately the conversation felt like he was accusing me of trying to get major work done for free. Honestly I just wanted him to send someone out, yes for free, to determine the issue. I wouldn’t have had the work done through them at that point anyways. If there was payment to be made on additional parts and labor - it would not be to Holbrook. When I expressed concern that something may have gone wrong during the control board service, he suggested that we could have caused the problem ourselves, saying, “You're not technicians, after all.” When I described one of his responses as pedantic, he replied, “Well, now we're using big words” as if it was an insult. I found the entire conversation with him unnecessarily condescending. We ultimately chose to sever our relationship with Holbrook without the free diagnostic (it was offered at the end of the call but Scott’s attitude cemented my decision to go somewhere else) and called another HVAC company. Their technician came out the next day and determined that the thermostat had been wired correctly (so not our fault) and that the replacement furnace control board *installed by Holbrook* had not been programmed for our specific furnace (so literally a Holbrook technician’s fault). The new HVAC tech programmed it correctly through the service app, and the heating and cooling finally work. I want to give credit to Courtney at Holbrook, who was extremely helpful and professional and genuinely tried to find a way forward. The overall experience however - and particularly Scott's lack of accountability - left us without trust in Holbrook.

Karrie-Ann Silvernail

11 months ago

★★★★★

Lack of professionalism, transparency, and fastidiousness. We had a new system installed ($20,000) followed by an issue about a month later. Lovely techs, to be clear they get the star. However when we had called back for the issue with the aquastat, we were serviced a week later. No card was taken at the time of booking the service. When the tech had completed the job, my husband and I both were at work were unable to IMMEDIATELY produce a card number and asked for an invoice or a call back within 2 hours to settle payment. With absolutely no customer consideration, the tech was instructed to remove the part seizing capability to produce hot water in my home with 2 small children under 2 years old. Honorable mention of being a nurse exposed to infectious diseases that can easily be tracked into the home without adequate ability to maintain hygiene. A call back was never received to make payment, to which I was told that my husband was contacted once at 11:07am. I was told that a few bad apples changed their policy to immediate pay upon service, however no preventative measures were taken to avoid catastrophe of their "policy." Also zero consideration of previous encounters while our new HVAC system was installed. Situation was not rectified, only offered to send a technician out to complete the job over again. We have already accommodated their availability for a technician to service our home, offered payment, and established a relationship with the company. Not quite sure that having the job repeated at the company's convenience and our expense is justifiable. Will not be utilizing this company again.

Steve

2 years ago

★★★★★

Nothing but trouble. In 2019 they installed forced air heating and cooling. They have had to come back multiple times now to fix issues - and not all are resolved. 1) We have drop ceiling on the third floor. When they put in the air vents they are supposed to include some sort of support system. They did not. After about a year all of the drop ceiling was sagging and they had to come back and replace and reinforce. They were unable to reinforce all areas due to where they chose to install, so there will be continuing issues in the future. (If you zoom in you can see the bowing ceiling tile) 2) In order to be to code the electrical for the furnace should be it's own run. The building is over 100 years old. The electrical is a mess. There's basically 2 breaks that control 90% of the home. Instead of properly running a new line, they just tapped into an existing box. I had them come back to fix this. Instead of running the line along the same wall as all the other lines, they decided to drill multiple holes through my staircase and secure the bx with zip ties. 3) They came back again in order to fix #2 - obviously they can't fix all the holes they drilled. They didn't even move the line. They just secured it with actual metal u hangers (unsure of actual name). So it still looks terrible, is exposed, and is a tripping hazard. 4) When the completed #2 they never plugged the pump back in. We were away for a few days and came back to the wall being drenched. It is now almost 2 years later and they still have not fixed this issue. The wall is now crumbling. If you come near anyone from this company RUN as fast as you can.

Josh Abel

7 months ago

★★★★★

Had my furnace die on me in the middle of winter and called Holbrook. They could not have been better, had a tech out within a couple hours who knew what was wrong in 5 mins and that my furnace was a goner. Within 3 days they had me set up with a new furnace at a very reasonable price compared to the other estimates I received. The techs that installed were very helpful and knowledgeable and did a great job. Great work and customer service.