Smith & Keene Electric Service

Dr P.

Smith and Keene installed a mini-split unit in my home 6 months ago. Before, and during the install I requested that the supply lines be properly insulated to avoid condensation/sweating and associated mold and water damage. The estimator and technicians performing the install assured me this would not be an issue. Alas, this was not the case. I have extensive water damage to my home, black mold and rot all the way down to the framing and subfloor. Once I noticed the damage, I called right away and requested emergency service. (reminder: the unit is only 6 months old and certainly covered under any warranty notwithstanding this problem was caused by improper installation) I was told that someone could come take a look in 5 days... 5 Days?!?! are you serious? Your malfeasance has directly caused thousands of dollars of damage to my home and significant safety issues. Now no one is returning my calls or messages. I am left with no recourse except to take this pathetic excuse for a ""customer service focused company"" to court. Please, learn from my mistake and do not hire this company.

Nicholas R.

No problem with the heater repairman. He diagnosed, correctly, a small fan that clears gases at the burner. Estimated $850 more for the fan (with 4 day wait) & install. A call a half hour later from their office upped the estimate to over $1,900 dollars! I bought the OEM fan for $700 myself (I know I got ripped off from the fan price too). Took me 40 minutes to put it in myself (simple repair). Saved $30 PER MINUTE of my time! Kills me that most people will get burned by these companies without the ability to do the repair themselves! We need to push our friends to good and fair service! Don't put up with this treatment

Cherena W.

Poor customer services. Women who answered phone was not helpful at all and she was rude. I will take my business elsewhere.

Tom S.

We needed a new air conditioner. We called around and got a couple of quotes. Smith and Keene was the lowest price and even though we had to wait 8 weeks for installation we thought it was the best deal.
Worst decision ever!
6 weeks later our current air conditioner broke down. We called Smith and Keene. Turns out they do not have 24 hour service. We had to wait till the next day to get a call from their office.

After 5 hours we still did not get a call back with an estimate for the technician, so we call again.

The technician finally arrive. I opened the door and he stood there looking at me. Never said hello didn't ask what the issue was. In order to mover things along I told him what happened. I showed him were the access to the air conditioner was. He investigated about 20 minutes and said their was a failed part but still had to investigate were the short was that caused the part to fail and estimated that this was going to cost about $1,000. Needless to say we were very upset and not happy, but being in the middle of a heatwave the what choise did we have. We told him to do the work.

About 20 minutes later he wanted to know were the outdoor compressor was. I showed him the back door. He opened the door and stood there with the door open as he removed his shoe coverings. Then slammed the door as he exited. After he investigated outside he opened the door and again left the door wide open while he put his booties on then slammed the door again. This happed a few times.

We were getting annoyed with this disrespectful attitude of his. Every timer he went out or came back he left the door open to let the bugs in then slammed the door. He then inquired about the electrical box. I told him it was in the garage and when he went outside he left the door wide open. He was yelled at to close the door because we don't want bugs in the house. He stood there and glared at us. I mean a real hateful stare. We slammed the door and said ""Effin idiot"" I went out to the garage and a couple of minutes later and he indicated that the breaker was bad and that he was leaving because he didn't have to listen to that.

This idiot shows up never said two words to up. Disrespects our house by keeping the doors open then slamming them shut and he is feels that he doesn't have to listen to us calling him what he is.

We called the service manager to complain about the attitude of their technicians. He simply justified his attitude and made excuses as if we were the issue. He commented that the technician didn't mean anything, that this is the way that he is. This tells us that he has had issues with him before but chooses to stand by his technicians then his customer. We cancelled the install because if this is the type of attitude that we are going to get from them then we didn't want anything to do with them.

Of course now they want to charge us a restocking fee. This is there issue not ours but we were still penalized because of their incompetence. Even though it was going to cost us more money we decided to go with an actual reputable company. The new unit was installed three days later. The technicians couldn't have been better, respectful well trained, answered all our questions, provided training on the new thermostat.

If Smith and Keene couldn't do anything more idiotic, two weeks after they fired they arrive to perform the install proving their incompetence.

Jon S.

I have called every day since Thursday, July 9th, 2020, for Emergency HVAC Service (their website states 24/7 Emergency Service Available) for an HVAC system that is under warranty by Smith & Keene and they told me the first available service call is Monday, July 13th. They said that they make houses with no AC their priority. Found out further that they will only respond to houses with no AC in Emergency status, regardless if their technicians are busy or not. I am also of the belief that if I was a paying customer (one they could actually get the emergency service labor rate) and not dealing with a system under warranty, that I would have had someone out to the house already. This is completely unsatisfactory. Their staff has been completely unprofessional and this is not representative of a company that has been around for 73 years. DO NOT RECOMMEND.

*** UPDATE (7/14/20) *** System has yet to be fixed. Technician came out on Monday (7/13/20) and agreed that the system had two leaks in it (one at the valve at the unit and one on the coil block on the air handler). They then had to order the parts as they neither keep any parts on hand nor were willing to remove the parts from any of the other systems that they had on hand. I spoke to them today and they initially said that the earliest that they could get out to my house would be Friday. Are you Shi**ing me? After a not so pleasant conversation, they said they could get out to the house on Wednesday morning, 07/15/20. I asked them why they couldn't have there emergency technicians come out tonight and they said that they could not do that. This has been the worst experience of my life as far as dealing with customer service. If there were a grade less than an ""F"", they would receive it. I CANNOT REITERATE THIS MORE, DO NOT USE SMITH & KEENE FOR ANYTHING. YOU WILL ONLY BE DISAPPOINTED IN THE END.

Raymond L.

Terrelle came out to conduct the semi-annual inspection for my house and worked very timely and efficiently. Additionally he allowed me to follow him during the inspection and provide me several tips or ""how-to"" advice. I will by-name request his help in the future and recommend him to anyone else!

Trisha C.

Absolutely hideous service. Many of their technicians do not know what they are doing. When their own techs mention that they have ""never seen anything like this before"" in regard to how the system is installed, and their company is the one who installed the HVAC systems in the first place, that is a problem. I have managed two properties with almost 500 apartments where Smith & Keene installed the HVAC systems during construction, and both properties had dozens and dozens of issues and warranty requests from day one. 5 years later, we have spent thousands of dollars having their mistakes corrected. Most recently, they were called out to check two A/C units not working. The techs conclusion was the defrost boards needed to be replaced, and charged us their $89 diagnostic fee for each. No surprise that when we replaced the boards, it did not fix the issue and the A/C still would not work on either system. Not to mention, their techs had already been out for both of these systems prior, and their repairs clearly did not fix them. What we finally found with both units was bad wiring, and spent $1,730 having them properly repaired. The prior repair for one of these by a Smith & Keene tech was re-wiring, so it seems that their tech caused the issue in the first place. I called to request they waive these fees since their techs were wrong, and did nothing for us but cost us time, however, they their managers response was, ""the invoices stand as is"". Apparently they are in such demand that they don't mind losing a customer and 200+ units over $178. As a manager myself, and in a world where customer service is now almost nonexistent, I take pride in going the extra mile for my customers and make sure they know they are appreciated. And in the end, it's about doing what is fair and just.

Heather S.

We do NOT recommend Smith and Keen and count us in the BE AWARE CLUB that will NEVER call Smith and Keene again. Not HONEST company. We had AC replaced and they have put the wrong size in our downstairs. They took out a 3 ton and replaced it with a 2 1/2 and claim if they put back a 3 ton we would have mold all over the walls. Not true!!! we had a 3 ton for 15 years and now we are hot as can be with a 2 1/2. They tell us to get celling fans in all rooms and close drapes and all blinds to make it cooler. Unbelievable!!!! We had another company come out and measure and they claim We should have a 3 ton and to contact a attorney to give us what we had. You should NOT have to go through all this.

Bob G.

After having used Smith and Keene for HVAC and generator install and service for several years on two different properties, my generator recently required service. After spending two days diagnosing the issue, the technician determined that the regulator was the issue and he left me with a $507 estimate which indicated it would take THREE HOURS to effect the repair.... After seeking a second opinion from a competitor, the competitor's tech spent about an hour on the replacement and that included going to Home Depot for a pipe fitting.... Count me in the club that will NEVER call Smith and Keene again.

Kwn H.

I'm on the fence about the company Smith and Keene. I have an issue of the downstairs not warming and the technician correctly diagnosed the problem of the thermostat not recognizing the heat pump. What I have and issue is with the price to replace the thermostat was over $300 including the service fee. That is way to pricey for a $50 buck device. Not the tech's fault but gosh, that is way to high.