ServiceMark

Xiaobin L.

Update: A customer relation manager from the company called me and provided me a resolution which I agreed to. It was a quick response. So I upgraded my review to 3 stars.
As I mentioned in my original post, this was my fault too since they did provide price up front.
Will I choose them to do my job next time? Maybe. However I would definitely do some research first if time permits.

The new heater is really quiet and I am happy about that. Another point I want to raise is that the plumber did a good job on installation but not the clean-up part. My wife and I spent almost an hour to clean up staircase and basement last night and we also found out there was some new dents on stairs.

Below is my original review:
_____________________


I felt like I got ripped off today. Water heater was leaking so I called ServiceMark since they installed for old owner and left a phone number on the old tank. They charged me $4663. I was in a desperate mood and was in and out of teleconference so I didn't do any research(totally my own fault). Now I have time and did some research and called some plumbers for quotes. The number was substantially low. I felt stupid and got robbed. I gave them 2 stars not 1 star because the plumber seems nice so I guess it's their company policy to rip off customer.
I was going to ask them to install another tank for my investment property now I don't think it will happen. Won't do any business with them again!

Chris N.

Sunday--

8pm--inside air temperature rising. Go down for an inspection--water on the floor. Uh oh. Clean up and call Servicemark. They can't get someone out that evening, but will put me on for Monday. I have a previously scheduled check-up for the afternoon, so it all seems to work out. They advise me to turn off the system as it could be frozen somewhere.

Inside temp--78F.

Monday--

10am on the hottest day of the year--101F in my town--and a tech calls. I'll be there by 11, he says.

He arrives (doesn't put on his little boot coverings...) and does his thing. Says I have a clogged outflow pipe which caused the water to backup and run all over the floor. Alrighty... he fixes it, inspects the system--supposedly--and heads on his way.

Two hours later the temperature is again rising. I call Servicemark. They have the tech call me. He asks me to check on the compressor. Is this pipe cold? Is hot air coming out the top? He tells me it may take a while for the house to cool off on such a hot day and to call Servicemark in the morning if the temperatures are not down to normal. What?! It's 80F in my house and the air conditioner has been running 100%!

I think he didn't feel like coming back at the end of his shift.

I'm not happy. I try to get someone else out that evening to no avail.

Tuesday--

Over 95F again.

630pm; different tech calls. He'll be here shortly. He arrives and gives it the once over. Turns out the original tech didn't bother to note any details on his paperwork. The temperature difference in the venting around the unit is larger than it should be. We head outside. Turns out I'm low on refrigerant... and he ran out earlier. He told the office he was out, but they said he should come to my home and perhaps it would just be an electrical issue.

Tech tells me he'll phone their on-call nighttime guy and see if he can fit me in the schedule. And..... it's not happening. Will you be home tomorrow? WTF?!?

Call Servicemark. Uh, this isn't acceptable guys. Customer service guy checks with the dispatch people. Yeah, not happening tonight.

48 hours after my original call, 2 tech visits later and I'm still without a properly cooling air conditioner.

Totally fed up.

M C.

Temperature was dropping rapidly with furnace down. Jessie Hoban was a terrific service man, who took time to explain why the furnace shutdown and the steps for us to address it in the future . Thanks, Jessie, and Happy New Year's! - The Chapmans in Villanova

Jim C.

The best, period!
Price, service, and quick response are hallmarks of this company.
Saved me thousands on a replacement system (heat pump) that was better than another's quote. Have had them back for plumbing and a new water heater.
Have recommended to friends who are equally satisfied.
For any heating, cooling, or plumbing problem you must go here?

Heidi H.

These guys just finished doing a complete tune-up and repaired deficiencies in the Boiler for our hot water radiator heating system. They were all great to work with - from Bob E who came out initially to review our system and provided a detailed proposal, to JR and Luis who did all the work, to Dan who provided us with an annual Heating and Airconditioning contract customized to our needs. These guys cheerfully answered my numerous questions and took their time in looking everything over and explaining it to me. They showed up on time, were very considerate of my home and were a pleasure to have in my house. I am glad to have purchased the annual contract and know that they will take care of our home systems into the future.

Claire L.

They missed my service window (and did not let me know) and now 1 1/2 hour later I am still waiting despite 2 calls. I realize that things happen, but my frustration is in calling customer service and the fact that they can't help me. I asked if they could see if the tech could come before 10pm (which is 5 hours after my 1-5 window) and if not to reschedule us first thing in the morning. Not only could they not let the tech know of the cut off, but they would also were not willing to reschedule me for tomorrow. This is problematic as my sons room has no heat and it will be in the 20s for the next few days. I am disappointed as I understand that things sometimes take longer than expected, but I don't typically expect customer service to not be able to let the tech know if the cut off or reschedule as asked.

Bill M.

Just had our total HVAC system replaced by the ServiceMark team. Absolutely wonderful experience. Sales staff was very knowledgeable and made sure the equipment was the best fit for our house and needs. Time to set the install date was quick and the installers were very thorough and impeccably clean. Buying a HVAC system isn't an everyday purchase so having a company that was honest and knowledgeable made the decision so easy for us to choose them. We're customers for life!

Dana S.

I've used ServiceMark a number of times for both HVAC and plumbing issues. Thier technicians are always extremely professional and are able to communicate what the problems are so that I can understand it. I think their pricing is also very good and they take care of situations fast!

Isabel B.

My landlord called 3 days ago to have someone come out and look at our water heater which has not been up to snuff. We have been taking 3 minute showers so two of us each have a little hot water. That evening a tech called me and said he didn't have what he needed on the truck and the office was closed so he couldn't provide the service that evening, but he would have the office manager call me back in the morning. Fine. Morning comes and goes, office has been open for at least 2 hours, but I have yet to receive a call. So I called the office and find out I've been scheduled for an all day appointment. That's right. An all day appointment. That no one ever mentioned to us. Meaning the tech will show up whenever they darn well please so sit around and take off work at the drop of a hat because who knows when the tech will arrive. I requested a time frame of when the tech could arrive or asked if I could schedule something and the woman I spoke to didn't say yes or no, simply repeated that it's an all day appointment and asked if there was a better day. They don't do service on the weekends, so your options are sit at home and miss a full day of work to wait for a tech who could show up whenever they like, or take cold showers.

Finally I got it through the woman's head that I was not going to send my husband home to sit on the couch for 5 hours and wait for someone to show up who knows when and she noted in our file to try to have the appointment at or after 3 pm and call to give a half hour notice. That was very nice of her. Except that no one ever called and no one ever showed up.

We're going on day 3 now of quick, cold showers after contacting Service Mark. The landlords have a service agreement or I would be long gone at this point. What a regrettable circumstance. I recommend this service to no one. Unless you work from home or don't work at all. Then you're a great candidate to be home whenever they darn well feel like helping you out. Miserable customer service. I'd be willing to accept an appointment at any time of day at this point if they could just give me a less than 8 hour time frame. Tech will be there between 8 and 10 am? Great. I can work with that. I can't, however, take off a full day to get someone out to simply look at it. So. Frustrating.