Superior Heating & Cooling

PROS:
— Service person was patient and professional
— Of the 5 or so local southtowns companies called, this was the only one who would respond within the week (Early October — busy time of year for heater issues)
— Work was done quickly; had all parts in truck to complete job on the spot
— Cost for service portion of bill: reasonable.
— Service person was generous to look over an additional question I had w/​o any additional cost (ultimately, no repair made; may require additional service to fix — undetermined result)
CONS:
— Cost for parts: ex. Boiler part I called about (a Taco brand Circulator that was making lots of noise) is less than $ 90 online; but was charged over $ 500 for just the part. Service person confirmed company cost through his company Wi-​Fi tablet catalog.
— Trouble after the call: After replacing the Circulator, service person advised that my other circulator (two in entire system) was on the fritz. After replacing the first Circulator, the second one started making noise too. Prior to the call, I had inspected all parts of boiler probably 6 different times to determine the source of the noise & can confidently state this second circulator did not make any noise. For the past 3 days since the service was performed, this second circulator has been making tons of noise and the one zone to which it pumps water was no longer receiving heat. Figuring I’d take a chance at replacing the second one on my own to save $ 550 (yes, that it net-​savings after I include the cost of the $ 88 part from amazon); I starting checking the system to see how I would close valves to do this. I stumbled across a valve that had been closed and was preventing the hot water from flowing into this second circulator. As soon as I opened the valve, the second circulator has returned to normal. The noise has stopped & the heating functionality has returned. I call this suspicious because this valve that ties to the second circulator had been mysteriously closed and this was a completely seperate heating zone from the other circulator. To clarify, there is another valve separating the two circulator zones that would have served as the shut off for original service call. I don’t understand why this other valve was even touched. If this valve needed to be closed as a secondary point of closure, then there would have been 4 or five other valves that would also need to be closed & I am extremely doubtful was/​is the case.
— Customer Service: I called to complain about this issue emphasizing concern that this valve was shut off, that it was possibly burning out the circulator for the past 3 days and that I couldn’t understand why that valve would have been closed for any reason based on the service that was performed. I was told that the circulator would be fine and that the service person has probably just forgotten to re-​open the valve. I can understand the advocacy for the employee, but this whole thing seems very fishy to me. Regardless, I had to spend about 2 – 3 hours troubleshooting this issue only to stumble across the valve that had been turned off and created the trouble after the call. A reasonable thing would be to reimburse the customer for the amount of time it took for the customer to fix the issue created by the service person. Had I called back highlighting concern about my second circulator, I suspect I would have been told that the second one would also need to be replaced and would have been charged another $ 650 for the part & service. Instead, a simple valve needed to be opened. Cost $ 0.
OVERALL:
— There are too many other options for service in the Southtowns to think I’ll use them again.