Frasier's Plumbing, Heating, & Cooling

Claudine L.

Purchased TWO Fujitsu wall mount units for our cottage in the summer of 2017. Everything seemed to work just fine when we were there on the weekends. In July 2020 had a technician come as the coolant wasn't working. He did a 2nd level diagnostic and determined he needed to add freon and there may be a possible leak??? Charged $99 for the service call and $149 for the diagnostics. November of 2020 called again as the heating wasn't working. Again...$99 trip charge and the tech stated he couldn't do anything as it was too cold outside to perform a diagnostic???? Said they would call and come back in the spring. Never heard from them so I reached out late May to schedule. They came out today (June 7, 2021--90 degrees) and quoted $380 to put freon in again and hope it lasts longer?????....or....$2000 to ""fix"" something but with only a 1 year guarantee???? Poor business practices and still waiting for a phone call from the service manager. Very frustrating and it seems I'm not alone with the way they do business.

Julie B.

We had just moved here when Frasier's mistakenly arrived and prepared to enter the house, until we explained we'd never called for their service. They were at the wrong address.

For the scheduled appointment that we later made to simply have the system inspected, Frasier's had to reschedule and provided a $50 discount to move the appointment out a week. The day of the rescheduled appointment they called to tell us that the tech would arrive later than anticipated. When the tech did finally arrive, it was well past the second time-frame that Frasier's had provided.

A polite young man arrived with his multiple tools and devices to check out our heater and air conditioner. He spoke with respect and appeared quite knowledgeable. He told us our furnace was 8 yrs old, our air conditioner 22 years old. He told us of their $119.40 service plan which provides more immediate emergency service and a one year annual inspection, with the plan being good for one year. We felt this was a good idea, at the time, so we agreed to sign up - although in hindsight, we basically prepaid for one annual inspection along with the assumption of more immediate attention in an emergency.

He then explained on our furnace, that we should relocate our [unused] second discharge line for moisture, to a location leading under the house in PVC - a fairly in-depth project - to then become primary. He explained that our primary discharge line, which exits the house outside to the back, could freeze, which would back up and destroy the furnace (although it didn't in negative 35 degree weather for over a week this winter, which we explained)... well, it could, we are told. He also explained that the discharge is acidic and will kill vegetation (although we see no harm to our vegetation) and they typically drain these lines into the septic or sewer.

He then proceeded to explain, and provide in writing, that our heat exchanger is bad; the AC refrigerant level appears to be low; and a multitude of other minor observations. He explains that we do not yet have CO2 leaking at a level that is deadly, but if we did he would need to shut our system down, and we should stay aware. He then explains the cost to repair the furnace will be approximately $4117-$5117+tax. It is suggested that it makes more sense to replace the furnace, which will run approximately $5445-$6445+tax. And, of course, it would make sense to replace the air conditioner at the same time as it is so old. The approximate total, we're told, will run around $7000-$9000. We're devastated. He explains that they like to take care of these things as soon as possible, so we agree to a call the from their installation tech, expected the following day, for an estimate.
Thankfully, they never called us. We never heard from any installation tech.

In the meanwhile, we had the opportunity to consider all that we had been told, and consider how the system had been working for us, so we called for a second opinion from another company. This time we were greeted by a mature man who inspected our system. We did not tell him anything of what we had been told. When his work was complete, we now understood that there is nothing whatsoever wrong with our furnace, or our air conditioner.

We learned that the discharge line for the moisture cannot back up into the furnace and ruin it, safeguards exist which prevent this by default. We learned that our CO2 readings are fine. We learned that we required no repairs or replacements, and we can expect this Trane furnace to last for many years before any concern is likely to arise. And this experienced HVAC contractor can explain in detail every item and how he knows whether a system is failing or failed. He explains that he can pull out all his fancy equipment if he needs to, but it is not necessary in this case. This contractor was the professional we had hoped to find, similar to our previous expert HVAC contractor in another State, who assisted us for decades with the installation of our HVAC in a new build, and with experienced advice each year after.

The second opinion provided by this professional from a different company was money well spent. We have no fear of either system failing anytime soon, although we do realize that at some point the AC will need to be replaced due to age.

We called back Frasier's and cancelled their Partner Plan. Interestingly they did not ask why, nor did they seem surprised. They did not follow up to ask about our experience.

In our opinion, Frasier's is a company that relies on people's fears (falsely claiming a particular setup will result in a destroyed furnace, suggesting CO2 poisoning to be a potentially imminent concern...), and they rely on the public's general lack of understanding or knowledge with regard to their HVAC components. Without honesty, we can be easily fooled.

The lesson we learned (once again...) is that if we are told an astronomical repair cost for anything, get a second opinion.

Bill M.

Overpriced, incompetent and very possibly fraudulent!
Frasier's did a tune up and full inspection of my furnace in March of this year. At that ime they told me a couple of parts were getting worn and to replace them it would cost $400. I did not replace them. When I went to use the furnace this fall it worked but the air wasn't warm so I called them out. To come out they charged me a $100 trip charge and said it would be another $100 just to look at it. Well they ""inspected it"" and gave me 2 options. One was a $1400. fix and the other was $1700. Both of these included another $100 trip charge. That's $300 for no work performed!

Technician kept stating that it was his best ""guess"" as to what the problem was. Well I didn't agree to either options and after they left the furnace worked alot worse. Well I called them and told them I wanted my money back, at least for the inspection since I shouldn't have to pay for a guess and they did give me a $100 back. I called Quality Heating out of Arbor Vitae and they came out and fixed it for $116.00!

Maybe they weren't trying to take advantage of the elderly, but maybe they were. My advice woud be to stay away from this company.

Dave J.

Very slow service from the initial service request until the plumber arrive. It took over 5 weeks from my initial service request over the phone until a plumber arrived.
Flat Rate plumbing service charges that are extremely high compared to other plumbing companies. One of the services I requested was to replace a kitchen faucet. The labor charge to replace a kitchen faucet which took 45 minutes to complete was $422 which did not include the trip charge.
No detail breakdown of the charges until I received the invoice by email. For the services I had requested, I was given an overall cost to conduct the services without a breakdown of each service. I was given the opportunity to accept these charges which I did because it already took 5 weeks to get a plumber out to my house and I already had to pay the trip charge. It wasn't until I received the detail invoice did I see a breakdown of the service charges.
When I called to question these high charges it took 3 calls to finally have someone from their contact center reply back to me with their response.
While two of the three services I had requested were able to be performed and the plumber was very courteous, the delay in getting this service and the high charges to perform these services were very disappointing.

UPDATE:
Frasier's Plumbing reached back out to discuss further the concerns I had regarding their service and charges. Their Call Center Manager was professional, courteous and allowed me to express my concerns. At the end we came to a solution that met both of our needs. I appreciate and respect any business that takes the time to listen to their customers concerns to better their service and retain their customers.

Ed V.

We had a construction accident last week where a valve on our heating and hot water broke off resulting in a leak. We called and they came. The plumber was able to fix that but did not fix the hot water claiming that there was a downstream problem and left us with cold water only. When I asked about repair, he referred me to their estimator who came the next day and promptly started measuring my upstairs baseboards and then said I should install a whole new system. He quoted me a price of 10,000 bux. When I asked for just a fix of the problem, he quoted 2500 dollars with no guarantee it would work so we went and got a second opinion. That plumber found that the hot water had been turned off(not us) and fixed and recharged the system for 600 dollars. It looks to me like these two guys were working together to get an ignoramus(me) do an unneeded and overpriced repair. I warn everyone to watch out.

KD R.

If I could give a minus ratiing for this company- I Definitely would. I waited to post my review til after our landlord got an inspection from Another heating company- as she has already posted her review.
I have to say that I am honestly appalled at the service we received from this company- not only were we lied to and told erronious BS over and over- the service guy was extremely pushy & RUDE Of course the office and the management are going to back him up and make every attemppt to justify what he told us- that there was Carbon monoxide coming from our furnace and to shut if off immediately. WHILE he waited for a reply as to the fact that the furnace in our landlords house was also having issues (very expensive ones) AND what did she want him to do. Mind yyou it was negative temperatures outside- so of course imminent decisions need to be made- Thank God for the Pine Lake Fire Dept. - who came to check it right away. NO carbon monoxide!! Imagine that! So we were not one of the FIFTH people that week to NEED a new furnace. Having had both furnaces inspected thoroughly by another Company- our minds are now at ease. No issues with either furrnace and both are working properly. THANK GOD for honest, reputable companies. Needless to say we will be doing all our business with them in the future. I do not and would not recommend this company to anybody.

Deah C.

This is a very long review so please be patient.
First the good stuff---I wasn't home some years ago on Christmas night when my furnace died. Frasier's was the only company who answered the phone, put heaters in my house so the pipes wouldn't freeze and installed a new furnace within a day in a half.
I paid a lot for this efficient furnace and had problems with it heating my home. I had different technicians to my home in the following couple years to correct the problem. Eventually things improved but were never as good as my previous furnace (from another company.) The plus is that they were always prompt, always cleaned up and tried to correct the problem in a mannerly way.
Because the warranty was only good if I had it inspected and cleaned every year by Frasiers, I bought their yearly service contract for both my home and a rental house I own.
Last week I was out of town when Gene came to my home. He called me shortly after arriving and said he saw the filter cover was not on tightly and a fan was making a clicking noise. I told him I probably didn't close it well when I last changed the filter. He said that can be a problem and perhaps the clicking noise is from dust on the blades. I asked him to call me back later when he was done with both houses for an update.
A couple hours later he called me from his truck in my renter's driveway. He told me about a couple problems with my furnace and the cost to fix them, but more importantly that there was carbon monoxide in the renter's house. He could try and find a new heat exchanger for $2500, but he was't sure he could find one or if they still made them, or I could get a new furnace. Which did I want?
I asked him how often this happened , and he answered ""there were 4 in the past 2 weeks. I then asked him how the problem was solved and he answered that they all got new furnaces. hmm
It's winter. One is told they have carbon monoxide. They could die. Pipes freeze. Is there time for a second opinion?
I told him I would speak with my renter and get right back to him.
After I spoke with my renter, I called Gene back and told him we decided to get a second opinion. He then asked me for my credit card as the date on the one on file expired. I told him I was in my car, didn't have the card with me and would call Frasiers with it as soon as I got home,in less than two hours.
He said , ""if you were buying groceries they wouldn't let you leave the store without paying for them.""
I was appalled. I repeated again that I was in my car without the card and would call Frasiers back and hung up on him. I have been a customer for many years, always paid my bills and was shocked at being talked to this way.
Gene turned off the furnace and left.
My renters called the fire department who came, restarted the furnace and took three different readings at different intervals ---all reading 0% carbon monoxide.
When told about it, Frasiers offered another technician to come back for another reading. My renter agreed and Shawn took a reading in the plenum inside the furnace which was 19 parts per million at start up and went to 0 in a few seconds There was no carbon monoxide in the home or in the duct work.
He also turned off the furnace and left.
To be clear, a carbon monoxide detector will go off at 40 parts per million after 10 straight hours. 19 parts per million inside the furnace at ignition is next to nothing. There was no carbon monoxide in the house.
I then asked Frasier's manager if the technicians get compensated for each furnace they sell and if the fire department was wrong in their findings.
He didn't answer my first question but did answer that the fire department probably doesn't take a reading inside the furnace.
Probably not--no one I know lives inside a furnace.
After first posting this review, there was a response from Frasiers, saying no one ever said there was carbon monoxide in the house. That is untrue. Gene told both my renter and myself this and stated on the invoice there was carbon monoxide leaking into the home. Frasiers response also said the carbon monoxide was in the ductwork (which goes into the home). Once again,that is untrue. I was never told it was in the ductwork (only in the plenum inside the furnace for seconds at ignition)
On the second visit , after the fire department had come, Shawn took pictures of the heat exchanger and found two pinholes and a small tear at a seam. I appreciate this as it is a sign of an aging furnace that will need repair or replacing in the next couple years. It didn't create carbon monoxide in the home.
If you or anyone you know is getting an inspection from Frasiers and feel a need for a second opinion if told you have carbon monoxide, call the fire department.
Who would you rather trust? Someone who sells furnaces for a living or the fire department?

Kim S.

unfortunately we had trusted Frasier's Plumbing, Heating, & Cooling company with our heating. They came on Dec 19th to do the annual check were here over an hour saying everything was in great shape no issues. We left on the 20th to pick up our kids and their families they were flying into chicago. We have a nest so we turned the heat up to 70 3 hours before they were going to arrive. We arrived and the house was at 50 degrees... So we have the partner plan and we called 2 hours later they were out and said the heat exchanger was bad.. WE JUST had it replaced in October a year earlier.. UGH they said they could not really help us until Monday! it was Friday night. And then they said they did not know if the warranty would cover it.. WHAT it was less than two years old and we still had another year on our furnace. either way we needed heat. So we called them on Saturday so see what was going on? In the mean time I turned all the heated floors on and bought heaters.. . On Saturday we were told they would get back to us on Monday if it would be covered.. WE called Monday and no update they charged us 288 to look at it on Friday. AMAZING SINCE IT WAS fine on Wednesday.. Jon was in pain and I took him to the ER he had 2 broken ribs so I was in the ER talking to the tech who was just running up the bill. Why checking everything that the other tech on Wednesday had just checked.. AND he said he could not leave without me giving him my credit card info. So it is now Dec 30th and NO WORD from Frasier's we called 5 or 6 times. Then we called Bob at Badgers who came out. And confirmed that the heat exchanger was bad. He said he was sure Frasier's would honor the warranty.. WELL we can not wait any longer the electric heat is costing way more and is not really safe to use long time. Bob offered some heaters that we could use.. NICE why didn't Frasier's offer anything. Bob came back out on Friday and measured the furnace we will order a new one. BEWARE of FRASIER'S!!! Please Don't let this happen to you!!! Bob at Badgers 715-891-2595 and Pat Crum for Plumbing both Honest and will be there if you need them!!
STILL NO WORD FROM FRASIER'S they promised to call me back on Friday Dec 28th but AGAIN NO CALL. I canceled my Preferred Partner contract needless to say.. I believe they owe me $$$$ the furnace says they will credit you 100 if they are not out within an hour of your call they were not.. PLUS they changed me 288.. And I paid on the the 19th for the other tech to clean and check the furnace that was 191.... OMG THEY ARE BAD NEWS.. Share this with others who live in this area!!

Dr. R Z.

This company is without question the most reliable and knowledgeable HVAC/PLUMBING company in the entire Northern part of Wisconsin. They provide wonderful regular service as well as spot-on emergency service. I've been using them for 20 plus years and have always been delighted. Today's service call by Gene and new hire Joe was very timely and their diagnostic ability was fabulous. They don't leave until the job is done and perfectly performed. This whole company and BOTH THESE SERVICE MEN KNOW THEIR STUFF!!!!!!!!!!!!! R D Zimmerman MD. Phelps,Wi.

Diane A.

Woohoo is right! Fantastic service from Frasier's today (as usual)! Prompt response, email profiles of the technicians doing the service, and pleasant, organized people in the office. Email copy of the invoice and quote for possible additional services.

I couldn't be happier with this experience with Frasier's!
Thank you!