Home Comfort Alliance

Flavius C.

Stay away at all costs. I experienced a failure on an installation, and then issues re-surfaced when the heat began to rise, probably costing me thousands of dollars. When they could have done the right thing, they blamed it on my equipment because they were not the installers, though they serviced it for a long time. Zero stars, but I had to choose something.

Savannah W.

The office I work with has a service contract with Sullivan, they are to come out every quarter to ""maintain"" the HVAC equipment. We have two carrier systems in the office and one heats/cools 3 private offices about 700 sqft and the other is to heat/cool the remaining 2000 sq ft. Even though we have a quarterly service contract, they do not maintain the set quarterly schedule. Realistically they come in only about 2 times a year instead of the 4 times. Recently the furnace was producing a chemical smell/sulfur smell which was thought to be a gas leak, the fire department came out and confirmed it was something else but not gas. Called Sullivan to check the system, they came out and spent no longer than 10 minutes looking at the system and nonchalantly stated it must have been a rodent that got into the system and was incinerated. This has happened to me personally before and it did not smell like a chemical/sulfur smell, its odor was what decomposing animal would smell like. Second we thought that it was curious as it was Summer and we have not had the heat on, rather using the AC, but I do not work in this field so perhaps it was possible. Now since they've came out, one of the units is not operable regardless of heat/ac. We did receive the service bill of $120, which I think is bizarre as we have a service contract and you would think they would include a complementary call at least once a year at no additional cost, but now the system is not working period to which they want to charge another $120.00 fee to come back out to diagnose. I believe this company to have extreme mark-ups on pricing, and would not recommend.

Annie K.

We purchased our furnace/heat pump from Sullivan on January 2013. In less than 5 years, our AC wasn't working properly and required a repair bill of $734, that took three visits from the technician. I was charged $320 for refrigerant alone. The only thing covered in the warranty is parts and I was told refrigerant is not a part. It is unacceptable to me to need a repair of this expense for a system that is less than 5 years old.

Steve B.

Like another reviewer, we paid 14,000 for a new Infinity heat pump them 8 years ago. Compressor failed at eight years on a ten year warranty. Carrier Compressor was made by Bristol which Carrier had so many failures with that they put out a bulletin on it with a replacement option. Sullivan doesn't replace just the compressor because they have had continued failures with replacements apparently. They wanted me to replace the entire exterior unit and Carrier was going to give me a deal on the replacement $1545.00. What a deal, huh?. Dan Sullivan, the owner, apparently worked with Carrier and someone sucked up the cost of the new unit. What isn't covered under warranty is labor which was $2k. They flat rate estimates and don't itemize labor unless you request it. Not cheap and this company has a monopoly in Kitsap county for Carrier. Carrier HVAC cost are what Harley Davidson is to motorcycles, over rated and over priced.

donna C.

We were previously happy customers of Sullivan and the Carrier ductless air
conditioning system that Sullivan installed in our sunroom back in Summer 2015, so we were
counting on Sullivan and Carrier to deliver again as promised in 2016 when we went big with heat pump, air conditioner, furnace combo for the whole house.

Immediately upon Sullivan's installation of the new equipment in June 2016 we realized that the equipment was not functioning as promised, specifically that the continuous fan would not stay on and the variable-speed cooling system refused to respond to our programmed ""calls"" through the Infinity thermostat for specific fan speeds to equalize air flow and cooling throughout our house. As well, the system would not follow ""calls"" to tum off
dehumidification. The net result of all the foregoing was that the new air conditioner
was heating up our house rather than cooling it down.

The problem turned out to be a Carrier design flaw that Sullivan does not know how to fix or work around, and this causes our upstairs to be 80 degrees and downstairs 65 degrees at the same time, because the system refuses to follow the settings, so we can't balance out the temperatures.

Sullivan made multiple service calls and attempts to repair with factory/distributor assistance, repeatedly told us the repairs would work, then had to admit the problems hadn't been corrected at all.

After poring over the specs and manuals for the system last August, the Carrier distributor finally told us that the problem we were all enduring was a software/firmware defect in the Infinity system. Their promised solution was a firmware update, but they did not commit to the date of delivery for the fix, claiming the Carrier factory would get around to it in due course and that this might take another 12 months.

In the interim Sullivan removed the Infinity thermostat, and replaced it with a binary Honeywell model, and set the system internally to run at one speed at all times and in all conditions, thereby making an end run around (that is, turning off) the variable speed system which is impacted by the defective software.

The ""Honeywell solution"" is a lot like buying a Ferrari and then putting tiny Fiat tires on it so it can only be used to drive down the driveway to the mailbox and back. We were sold a fourteen thousand dollar system and it was set up to run within the limitations of a five thousand dollar system, as we all waited for Carrier to do the firmware update. Sullivan and the Carrier distributor admitted the defect in writing and Sullivan promised in writing to do whatever repair/replace/refund we would seek; but the Carrier factory publicly denied that what was happening was actually happening and kept insisting the system was acting ""within specs"", and that they had the right to change specs at any time to cover defects so they wouldn't be declared defects. Nonetheless the factory did secretly notify their distributors that there was indeed a defect and they were working on a software fix for it. Crazy!

Almost a year later the new firmware was available and Sullivan and Carrier came out to install it last week. Guess what, it still doesn't work! Doesn't anyone test this stuff? Worse the controls that we used to be able to access to do manual adjustments to make things a bit better are now locked out. If we try to input it says call Sullivan, well we did last night. Someone was supposed to be here today to investigate the problem and no one has come or called.

We are done with these people and this equipment. We were oversold equipment that can't work for our clearly defined needs and doesn't work to the specs that Carrier advertises. Though Sullivan promised to stick with us and ensure we are satisfied customers, they've stopped caring about us and they are ignoring our request, despite our written agreement with them, to come repair/replace/refund. But thank goodness we have that written agreement because the Washington Attorney General and the courts will not let Sullivan ignore it for very long.

It's hard to imagine other people are not having this problem or other problems with the Carrier equipment. Certainly the brochure says it can do things it can't do. Also important to note Sullivan is a Carrier shop, so if you don't want Carrier gear don't go to Sullivan, but we don't think you should go to them anyway since they are Johnny-on-the-spot to make a sale but not there when the product they installed proves defective. You have no idea how miserable this experience has been, how uncomfortable our home air is now, and how many hours and days and days and nights we have wasted with repair visits and keeping logs and taking photos of the crazy read-outs on the Infinity thermostat. (Example, now the room temp reading jumps around from 76 to 80 to 65 many times a minute.) We can't wait for this Carrier lemon equipment to be ripped out. Go get Honeywell and find an installer who cares about you.

Kaylee R.

We had a positive experience with Sullivan Heating. We just moved into our house and the heat had not gone above 48 degrees in spite of us leaving it on all night. Our tech was Steve S. and he was able to come over the morning of our call. He gave our system a thorough check and determined it was fine and simply needed more time to heat up the house. He was very knowledgeable and friendly. We definitely plan on using Sullivan Heating again.

Andrew L.

No issues. Called this morning and they came right out. Other company told me I was #71! Fixed the problem and called me when they were done. Nice to have heat again.

Jan J.

Sullivan serviced my furnace recently. They cleaned it, replaced some parts, and then declared it was ""good to go"" - except that it would not start. The technician told me it was just because the oil was too low. I then put oil in the tank and discovered that this was not the problem. I called Sullivan back to have them come back out to get the furnace started and was told that first I would have to pay their $118 ""diagnostic fee"" allover again. Fortunately, another company was willing to come out at a substantial discount (which Sullivan should have offered) to get it going.

D D.

We had an employee of Sullivan Heating by the name of Sean, out to our house to inspect our heating system. He was very knowledgable and considerate of our time. He did an outstanding job and we appreciated all of his advice. He informed us on everything that we may need and checked that everything was up to code. Great service, ask for Sean!

H P.

Lost heat to my home. Called the company. They charge a 118 diagnostic fee to assess the problem...which I paid. The tech said I needed a part...two days later, another tech comes out to install the part. He says that he found the primary problem and needs yet another part. After the weekend without heat and a call about the cost of the part and when it will be installed, the tech arrives stays for an hour, installs the part and finds there is still little to no heat. The tech leaves, says that he and another tech will be back the next day to solve the problem. The next day, no technicians...the company's service rep calls and asks for money for the work done...even though the problem is not solved. They offer to do another diagnostic for free...and to determine if they can fix the problem, provided that I pay....the next day. At this time, I am looking at 8 days and counting with no heat, almost a thousand dollar bill and a wavering confidence that they can or want to solve the problem. On top of that, the last tech left the wires out and the transformer hanging on the edge of the furnace. In the end, I had to call someone else. My experience with this firm is, you better have deep pockets to use them for service. Check out the BBB, they have a bit of a history there as well.