Roland J. Down Service Experts

Rachel P.

I don't understand how this company is getting any business at this point. The number of horrendous reviews all saying the same thing should be an indication to any potential shoppers.

We had a slow leak coming from our water pump that we wanted looked at. The guy shows up, takes a look at the problem, and says the whole thing needs to be replaced. Fine. But then he has to go outside to make a call to figure out pricing and what his next step should be. He comes back into our house (without his mask, despite the ongoing pandemic!) and tells us he'll have to give us a call the next day with pricing.

We never got a call back.

Fast forward to yesterday, and our slow leak becomes a big leak. We call the emergency service, they tell us the guy will be by sometime today. First, we tell him over the phone what we're looking for (new pump and larger tank) and he tells us his quote. $3900. $3900 for less than $1000 in parts.

We asked for a price break down and were told they were ""flat rate,"" and this was just the price the technician gave them.

I'm disgusted by this business' practices. I don't blame either technician, as they can only be as good as their training. However this company is a sham. They are seriously over charging for their time and parts, none of their technicians know enough to give satisfying answers and overall they're wasting everyone's time and money. Don't use them.

Rolfe R.

Some 15 months have passed since I posted my angry review of Roland J Down and I now have to revise my review to note that while the repairman's troubleshooting the problem with my furnace wasn't as thorough as it could have been, and I have been able to get the furnace to work over the past two winters, he was probably right about there being a problem with my ignition control module. The ignition module works, but I have to jigger with it more and more as time goes on. The repairman had said I needed a new module, and now, after two years, I would say I agree that the time has come to replace the module. I believe boosting my review to a three-star is fair.

Brigitte W.

We purchase a few years ago a Lennox unit from that company .
A few months ago, our unit went down, we were given a 10 days waiting period. Unless I would agreed to paid a surcharge of$200,to $250 .. I understand the game now..
.No busy if you give a extra, very busy if you want the regular price. (unit still under warranty!)
We waited mostly until 4: PM no heat !
I contacted the office, a very unfriendly person responded to me(Sheila) they are busy.. tech will arrive around 3:AM. Told the employee we had a appointment made 10 days early..
We don't want 3:AM
After 9:PM no need to show up.
At 11: PM we received a call from the technician announcing his visit. We understood he was doing his job, the gentlemen told my husband, the office added us for night work !
We explained to him that we welcome him, early morning or at his convenience the following day.
We contacted the office and Sheila told my husband,: "" if your aren't happy, go some place else !!""
We did follow her advice we contacted family Danz. They came during regular hours, found the issue.
We won't recommend that business anymore.

Kris T.

Roland J Down is now a previous service that I will NEVER use again. I set up appointment 2 months ago and alerted them that I was going to be using the $50 off coupon that THEY sent.
The tech came hours early while I was still at work. My stepdaughter called me to ask of it was ok to allow them in to tune up the furnace - that I purchased from them 8 years earlier. I said it was ok to allow them in earlier than the appointed time.
They did the work and left the bill with my stepdaughter. They never subtracted the $50 coupon. And so when I called they customer rep said they dont except coupons AFTER the service was rendered and that my stepdaughter should have given the coupon at time of service.
But, they said they would take $25 off.
No thanks!!! Probably just cost yourselves thousands of dollars in future services. After more than 2 decades of service, see ya!!!!

Joe W.

On Wednesday 11.20.19 @ 7 pm I called for an emergency service call. An apartment I rent out furnace was not functioning correctly. After I hit the reset button smoke started to pour out of the black box on top of the blower. The person who answered the phone scheduled me for the following day between 2 and 4 pm. The following day Thursday when I get out of work at 5 pm I check my voice mail it was Haley from the local office asking if I still needed a service technician to come by. I called back immediately and said of course I do. This person said the on call techs start at 4 pm and could not tell me what time anyone would be out. At 7 pm I called back asking what was going on. They asked if there was a time that was too late, I was reluctant but said no. Because I was leaving for vacation Friday at 5 pm and needed to make sure my tenant had heat before I left. This person also informed me that their on call techs worked until 5 am the previous day. So I made sure my ringer was on and loud I left the outside lights and the doors unlocked. I had an uneasy night's rest expecting a call at any time. Well that call never came. At 4:58 am Friday I called when I awoke. This person actually put me on hold and tried to get in touch with a service tech, after unsuccessfully getting in touch with anyone she returned to the call. I expressed my frustration and said I wanted to speak with a manager. She said she would have Justin the service manager call me when he arrived into the office. At 705 am I called back the same lady said she emailed Justin and left him a message. At 802 I called back apparently Justin was still unavailable. I was told he would be in touch and that I was still on the schedule for a service appointment. I never got a call back and I never had a service tech show up or call me. I called back at 5:14 moments before leaving with my family for vacation. The woman I spoke to was unwilling to admit any fault and nearly blamed ne foe not having a service contract with them. Because those with a service contract get priority service. That I understand. What I don't understand is why was I told for 2 days that a service person would show up but never did nor did I get a call saying that they would not be coming. I was a loyal customer of service experts for at least 5 years having them perform annual preventive maintenance on my 4 oil furnaces and 1 central air unit.

Megan D.

Roland J Down installed my heating system and maintained it. I have been disappointed with the service and cannot recommend them. I have a yearly maintenance contract with them and on several occasions when they have come to do yearly service I am worse off. I feel the technicians are not familiar with my system and within several hours to one week after the check-up I am without heat and hot water.
Even though the company installed my system, they do not carry the parts for it. On several occasions I have had to check into a hotel while waiting for the parts to be delivered and installed. On one occasion the part was defective and had to be re-ordered. The last part cost $1379 and my hotel bill was over $300. I was given a $250 discount on the part due to problems.
I believe that the technician who comes to my house should be familiar with my system and not have to make calls back to the company for assistance. I also believe that since Roland J Down installed this system they should carry the parts for it.
If you are looking for a heating/cooling company, check with people about their service before contracting with them.

Joe M.

My elderly aunt had her heat go out and we called this service and they said they would have someone there at 11:00 AM. After many promises and calls, they showed up at 9:30 PM. My aunt was worried sick the entire time...

MaddieKitty K.

Hell NO kept us waiting and waiting and waiting. I finally canceled the appointment. Roland J. Down has terrible service. We waited ALL DAY for them to arrive and they never did. After several calls to them when they said they would arrive, by 6pm they still had not arrived and could not say when they would. My husband asked them if they could give him an appointment time for the next day and their answer was ""no."" Needless to say, we are looking elsewhere for a more responsive company with the ability to show some interest in customers. AVOID RONAND J. DOWN or you too may waste an entire day waiting and still get NO SERVICE.

Diane N.

Called to have our furnace looked at as it was not producing heat.
The woman answering the call stated we do not give a precise time frame that the visit would be sometime in the afternoon. I scheduled an appointment for Friday September 6 between 12-6 and arranged to have someone home as we were at work. The company was a
NO show NO call.

I called back Monday, NO apology NO explanation from the company for failing to show up.
I agreed to allow them to come that afternoon between 4-6 since the unit was relatively new and they had installed it.
The tech arrived at 5:30 spent, at the most 10 minutes looking at the unit and said the repair would be over $600.00.

Subsequently, I received two estimates replacing the original part with the factory part & the same 1 year warranty for 35% less.

Unacceptable, poor service all the way around even by today's standard.
Avoid them.

Bonnie B.

Our 7-year AC unit stopped working just three days after our annual maintenance visit (""nothing wrong here!"") during a very hot and humid week, with company staying for a week. To make a week-long story short, we have paid $700 to this company, had 3 different techs, a sales rep 5 days and nights without AC, a quote for repairs of $2,600 and a quote for a new system for $16,000! THEN, we called a seasoned HVAC professional/small business owner. They found a manufacturing defect, found and repaired the leak the defect caused, charged us $600 and told us if we really need a new system, the right one for us should cost about $4,500. We will not be doing business with Service Experts again.