Roland J. Down Service Experts

My heat went out so I called Roland J Down. The representative on the phone was rude and made it seem like she was doing me a favor just by scheduling my appointment. She said someone would be by between 3−5pm. When no one showed by 5, I called, was told someone would be here within 20 minutes. Called again every 20 until 7. Was told someone would be around by 8. When the tech finally showed up, he flipped a switch, charged us $ 100 and never bothered to find the source of the problem that was causing the system to shut itself off in the first place. When I called the manager because the issue happened again, he treated me like I was stupid and told me to call another company to fix the problem. Thank you, I will! I will never be using Roland J Down again.

$ 99 service fee just to show up and give me a quote on how much it would cost to fix my broken furnace. The quote they gave was outrageous as well. I will not be using these guys again.

We were looking for a new furnace and central air salesman arrived and measured and looked everything over. He wrote up a quote but his quote was much higher than 2 competitors quote. Both other companies stated he was quoting to much heating and AC than we needed. I will say he was very polite as was your receptionist I talk to on phone.

RUN the other way!!! I did not attend a meeting at work today so that I could be here during the window of time that I was given for my maintenance call. I phoned them at the beginning of the window when I was told that they were running late and then again after the window of time had passed and was told that they were tied-​up with problem calls. It was in the 60’s today and will not go below freezing tonight so no emergencies, they just overbooked! This is not the first time that this situation has occurred. This used to be a wonderful company until D A Bennett took over!

i have been a customer for years with an AC unit installed in 2003 and annual cleaning contract for heating and cooling.
I want to replace Heating unit and the salesman came on a Saturday during the requested time window. We talked, he measured, we talked, he left estimates.
Not sure if I am buying from them but they have always done what they said they would do.
Competency is my currency for business satisfaction.

The guy comes in for an estimate for a new AC system. I already knew the system was busted but I wanted him to look if the ducts were collapsed or if the return air box was cracked but the dude refused to climb up the attic ladder. Just bad attitude overall. I had to ask him to leave my property right away. Had estimators from three other companies come in after him and none had trouble or objection going up the attic ladder.

I gave one star because the salesman David that was sent to my home was polite and seemed very informed. They lost four stars for highway robbery!!! I called for a full home dehumidifier for my children’s allergies. I was prepared to spend two to three thousand which is very very reasonable for my home needs. David did not give any other models or companies to choose from and assured me the Aprilaire 1850 is exactly what I needed. Fine. I was ready to sign on the dotted line. I asked him for a day to speak with my husband and he said no problem. Right before I called David I quickly checked the Internet for reviews on the dehumidifier system. Not only did very mixed reviews come up… A price did as well! David said the unit was $ 3400. It is online for $ 1189.00, at about 30 different stores. I couldn’t believe they wanted to charge me well over $ 2000 above retail. Even if installation was on my bill at say $ 800 or $ 1000 I still would have went ahead with the project. When I added duct cleaning and a $ 400 uv light to kill germs passing through the system my total estimate was $ 4229!!! I will not be using this company and I will take my $$$$ somewhere else. Proceed with caution when using them as they seem to be thieves. I will upload a photo of my estimate and clear photo of unit online.

I had a appointment with the service experts 12 – 2 at 2pm I called to find out where they are, at 2:11 I receive a call that they are on their way. At 3:00 I get a phone call stating I’m not home to answer the door, I have been waiting since morning no one showed I told them that they are at the wrong house, the girl states he even went to the back yard looking, I tell them its the wrong house they state the tech used the door knocker (I don’t have one) I tell they are at the wrong house. I call customer service twice a P. Gilmore never return my call.

I am looking to convert from home heating oil to natural gas. Roland J Down was recommended to me by National Grid. I called them as well as two competitors to get a quote. The competitors each set up an appointment at my convenience. Roland J Down asked me to be available between 8 – 11 and someone would show up during that time. On the day of the appointment Roland J Down called me at 10:00 and told me they would be over between 10:30−11. When I told them that I had scheduled another appointment for 11:30, they told me they wanted to reschedule for another day. I reminded them that I live over 3 hours away and had scheduled a trip to come up here at this time and waited for them for 3 hours they assured me that they would try to be over by 10:30, but definitely no later than 11. While their competitors arrived at 11:25 for an 11:30 appointment, Roland J Down arrived at 11:45 for an 11:00 appointment. When Brian arrived he was not very helpful. On this 15 degree day, Brian left the door open 3 separate times. I even reminded him about it twice but each time he came in or out of the house he left the door all the way open. At the end of the appointment he left me with no information and did not attempt to explain anything about the process. He told me that he would e-​mail me a quote either the next day, or the following. About a month and a half later I received my quote via e-​mail. I was not concerned with the fact that I didn’t get it when I was told I would because based on my experience up until this point I didn’t expect to get it on time, nor would I even consider using this company.
Just as a side note, the competitors not only showed up on time, but asked several pertinent questions, explained everything as he went through and left me with pamphlets on the two different boilers that they were offering as well as quotes on what each would cost. The other competitor showed up when they said they would and sent me an e-​mail quote the very next day. Roland J Downs is the only one I would not consider at all. After this experience I would be very concerned about what their customer service would be like AFTER they had made the sale. They don’t even sell themselves to begin with.

I have used them and paid good money for their Maint. Service contract they have been coming to my home and «maintaining» my Boiler for a few years. Well this year (Oct 2013) when they come the boiler did not turn on they checked and had to call in one of their «experts» and the news was ’ the block was cracked’ They could replace the block at $ 3,300.00 or it would be a better option to go with a ‘New” boiler $ 6,660.00. Well we had electric heaters in every room and decided to go with the lesser of the two. Well a few weeks into this (had to save before we could get the block they would not take payments money up front before installiontion) So my honey (I love him) decided to get a second option. Well they checked and the boiler was dirty, clogged and needed a $ 10.00 part (Roland J. Downs) never performed any Maint. on the boiler. It should have been cleaned when they came to inspect the boiler and that was never done. The boiler was cleaned, stop leak applied for a very small leak (Roland J. Downs advised that the leak was very bad) $ 10.00 part replaced and 4 hours later we had heat. We saved $ 3,000.00. Oh and the boiler was under 12 years old and they advised us that the warranty covered the person that purchased the boiler and not the boiler (nice). RIP OFF do yourself and your wallet a favor and DON’T use ROLAND J. DOWNS. Service Experts my foot

Our heater was broken. For three nights we were promised service and had people no show. Not only was the manager unaware of the history, he was defensive and belligerent. I went from a customer for years to a person who would never use or recommend them again.
Silver lining — their receptionist was very polite and apologetic. Maybe she can be promoted to manager.