Charles Heating, Air Conditioning, Plumbing & Electrical

Mary T.

Charles replaced my 20 year old furnace and A/C. Their quote for the job was $10000 lower than another company for very comparable equipment. 2 men installed the equipment and were very efficient. They were very neat using shoe covers and drop cloths in my home. Very pleasant to work with. Cleaned up after themselves. Showed me how to work the new thermostat with great patience. Furnace is working well and I'm sure the A/C will too when the weather gets warm. I give them 10 stars!!!

Dena A.

This is how service calls go on an 11 month old furnace (day temps 20s, night temps teens)... The first service call my 83 year old Mom placed the technician came in and berated her for not knowing the batteries on the thermostat had died. The previous thermostat in the house was a hardwired thermostat. My Mom had no idea it had a battery. She didn't deserve to be berated because technology changed.
The second service call two days later was to replace a zone valve as the same zone was without heat again! The technician was pleasant.
The third service calls two days later was for the same issue - no heat in the third zone of the house. The call was after hours and the technician diagnosed the issue as a defect in the entire assembly containing the zone valve. He stated a plumber from Charles was needed to replace it and he would arrange for an appointment. He jury-rigged the zone assembly. The next day we received a call and an appointment was set for Monday at 9a, three days later. This was fine as we had heat again and a permanent solution for the issue.
The forth service call on Saturday, two days before our scheduled Monday appointment, the heat was off in the third zone again. We called for an after hours appointment. The technician replaced the zone valve again. We inquired if our Monday appointment was still on and were told yes.
Fifth service call or should I say NO SHOW on Monday. We were not informed our appointment to replace the assembly and fix our on-going problem was cancelled.
Sixth appointment... The technician enters the house and states sarcastically, not what is it?? He takes off for the basement looks around not even asking what is wrong. When I state we do not have heat going to the basement heating panels, he gets extremely angry and states he knew this was a waste. We had heat in the register a month ago when I last visited my Mom. The thermostats were not changed. The weather was similar. We have had several issues with the furnace. The appointment to correct the issue was cancelled and our warrantee is expiring in 10days. Of course we want this resolved as we have been informed they will pay for a new zone valve only. No additional parts or labor. In our minds, the issue is not corrected. We are waiting for the zone valve with known issues in this batch to fail. We have been berated by technicians, not informed appointments were cancelled. When I called to complain about service I was told to leave a message - which I did this morning.
I do not recommend Charles Heating.

Keren G.

Concerned about money, not customers! Poor service. Find a better company!

1. Sales high-balled furnace quote. Price lowered once I quoted other prices.
2. Untrue information given by technicians regarding rebate. Promised furnace rebate in 1-2 months. Never received. Called. Charles rep then said it's up to the consumer to apply for National Grid rebate. National Grid's rebate site is set up for company application, not customer's. When informed, Charles rep rudely replied ""National Grid is not going to tell us how to submit rebates.""
3. Rude! Lack of communication between Charles and consumer. Treated poorly!

Patricia D.

called Charles and told the lady on the phone my husband recently passed and I tried to put a new filter in but having problems. wanted a tech to walk me through the process as my husband always handled she said 114.00 really 114.00 to come to my house to show me how to put a filter in?? then she says well we haven't heard from you in a year and a half advised dealing with me dy husband. how heartless I regret buying our furnace/ air conditioner to such money hungry prople

A B.

The TWICE Guys!

The last few visits have not been the historical quality I had come to expect from this company. Shower valve replace and bathroom sink unclog took three trips for them to get it right. My husband renamed them The Twice Guys.

They lost my business though when last Friday sent a rude man out that was in such a hurry, it was a crappy job.
1. He was rude
2. He forgot the water was turned off in order to do the requested job so thought the flapper/fill valve needed replacing (which it didn't) and then CHARGED US FOR IT.
3. Being in a hurry, tightened the bolt on the toilet too much and smashed the plastic part down so now the bolt cover cap doesn't snap on there now.
BUT THE ICING ON THE CAKE:
4. Got a bill for $557
This was supposed to be an easy replace of the wax ring under the toilet to stop a slow leak. AT MOST, I expected $200 ($99 service charge and $100 for labor and the $6 part).

PRICE GAUGING!!!!
$282 for toilet remove/replace, $99 service charge, $135 for parts we didn't need

Guy wasn't here 30 minutes.

NOT PAYING THIS!
I'D RATHER SPEND $1,000 going to small claims court and waste my time instead of being taken for a ride.

LOST MY BUSINESS but more importantly, they might want to be concerned with how many people I talk to on a daily basis.

Shane G.

""The nice guys""?! The tech who showed up was anything but. He criticized my older central air unit, which simply needed a recharge. He explained it was dirty and would charge me an hour to clean it, rather than explain that I just needed a $10 cleaner available on Amazon that worked extremely well. He then wrote on the invoice, ""old unit, do not service again,"" despite it working properly. I called the company to make all this known, with no return phone call to follow up. I probably won't use these guys again, despite my next project being a plumbing layout I'm certain they're capable of handling, but probably at an overpriced cost and a curt demeanor. It's too bad, as they're located close to my residence.

John C.

I was totally pleased with Mike and the furnace & air condition purchase and installation. I was also in need of plumbing services and thought that Charles was going to be my go-to company, They ordered the wrong part and the technician acted like he really didn't care and there was no attempt to offer a solution only to hear the part was no longer available after months of waiting. Not sure if they really tried a second time. I was really disappointed. I think they should probably stick with heating as they do a good job at that. Too bad they don't have a Mike in the plumbing division.

John W.

Look: complaining about the service late only reflects how busy a quality operation gets. I was told after 5, and at 7ish, I was getting anxious, but we were not freezing. Service was a diagnosis electrical and needed to be addressed the next day, 2 guys with great knowledge fixed our issue the next day and I would recommend this place for furnace issues. Home town, electrical knowledge and pleasant service. 5.5 stars from me

Diane G.

I had issues with my central air and Jayson came out and spent a good amt of time diagnosing the issue, also replaced my thermostat. He came back twice more, without extra charge till problem was found. He was great and gave me good tips to keep the system running well. Dan R and his partner came to install the new coil, for a very fair price. Again, all three workers were great, respectful to my home and property. I trust Charles diagnostics and installs. Mike Charles is great to work with!

Tallulah S.

We have used them for our furnace, an emergency hot water tank install and a new central air system. ALWAYS nice, prompt, clean and affordable!