Bangor Heat Pumps
Hancock, Bangor, ME

Bangor Heat Pumps Reviews

3.5 stars based on 40 reviews

Featured Comments:

• S

  Scott Ferguson

  1.0

  We purchased a heat pump from BHP a little over two years ago and have had trouble with it over this time. The tech always seemed to have issues trouble shooting the unit. Six weeks ago it once again stopped working. Matthew did come, after one cancellation, and determined it needed a new fan on outside unit and charged $120.00, which he said would also cover the cost of installation of new part. Mathew then became unresponsive. After two weeks I texted him, his response oh just waiting for supplier will call you in an hour. Eight days later I called and Lacy answered said he would call back that day to schedule, he didn't. Waited another week, called and Lacy said he he is. Matthew said refresh my memory about the situation, after going through it all again he claimed he had the part and scheduled to install it on January 31st. Well no call no show and I had to find another dealer who showed up to repair it. I am glad that we don't use this for our main heat source. Matthew blamed his brother for many of the past issues but I hope he gets better at this for all he now has is himself to blame.

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  Response from the owner

  Oh but it's still on his brother. He left one hell of a mess! Be it you expect Matthew to carry hundreds of client files from his brother's company AND ours or memorize each one, neither are possible and I am surprised you thought either were. I'm sorry the weather has been horrible and we're short staffed. This is why legally they can't be a main heat source! No heat pump company can make guarantees, especially since you needed a part. We will bill you for our time and consider the fix done by someone else, so we won't charge for that! Thank you for your business and again, we're sorry for the weather and national labor shortage. We hope to find a way to control both.

• p

  paul scaglione

  1.0

  Called for emergency service told him I had no heat and 2 young children (ages 5& 7)in the house Told me the earliest he could make it was the next day at 9:00am Never showed never called I tried calling them back to ask where he was The voice mail was full If I could call the better business bureau I would Very very poor service Not a professional

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  Response from the owner

  I am sorry you feel this way, Sir. It's not legal to have heat pumps as your only source of heat for EXACTLY this reason - no company can guarantee getting to you immediately. We are open 24/7 and are booked solid. We couldn't get to you, but absolutely called to let you know that and didn't get a call back. I realize now you called during the forwarded time and I may have missed that. I apologize, but though we are open 24/7 - we don't live at the office. We have four children and sometimes miss a call - they are loud. As for the full voice-mail - that is a technical error, because the office line is forwarded to our personal cell (that's how we manage to always answer the phone even if it's 2 AM) and it automatically refuses voicemails claiming it is full. We can't change that and keep the line forwarded. We don't charge extra for those calls or for doing a service call at 2 AM. We also don't report people who broke the law and made this their only heat source, because we recognize sometimes the law isn't fair! However, it's for THESE calls the law was made - so no one ends up without heat, which is vital during a Maine Winter. I'm sorry we couldn't get there fast enough, but we can't cancel several clients just to accommodate one and did try to call to accomodate you a bit later than intended. I am sorry you didn't like us and recommend MAC or Dead River for your future needs. They're more expensive but I happen to know Dead River gets to places super fast and is a great place to call in an emergency. MAC is incredible and has 10x the employees as well, so they're likely going to be fast as well. We can't be the most affordable, open 24/7, AND get to every emergency call immediately. I wish we could. We're good, but we're not superheroes. I apologize for the phone misconception and hope you understand now that we can't get messages. Any future clients should know we welcome they call twice if they don't get us the first time, especially if it is late. I have references from clients who can attest we always answer and we're very fast. I'm sorry you didn't experience that. I wanted you to, but it has been a busy week and like every other business in the world, we're trying to get by with minimal staff. I hope you found the help you needed and wish you a warm, safe Winter.

• B

  Brock Bradford

  1.0

  I only wish I could give this review zero stars. Jason came and looked at my installation, gave me a quote, I signed a contract for the 3 heat pumps to be installed. He was happy to take 50% deposit on my credit card. I asked several times if the materials would be available for the install date and took the day off to be there to make sure things went smoothly. Installation date came, no one showed up at the house. I sent emails, text messages, and left voicemails. No call, no show. Someone else finally calls me and says that Jason wasn't able to be there, so they rescheduled the next week. So, again I take time off from running my businesses to be there for the install. Think they showed up that day? Nope. I got called several times from other people at the company that day that were running around trying to find materials to do the job. Jason was on vacation. I told them to just forget it, I'd find another installer, please refund my deposit. I had an email stating how sorry they were and they would refund my money as soon as Jason was back in the office. A few weeks go by, still no refund, so I dispute the charge on my credit card. The best part (yes, it gets better) is they responded to my credit card company saying they installed the systems and no refund was due. Can't even imagine running a business that way. I sent my credit card company the emails stating they would refund the money and won the credit card chargeback. I'm only taking the time to write this review in hopes that it saves someone else the absolute frustration from dealing with one of the most dishonest companies I've ever come across in my life.

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  Response from the owner

  This is disgusting. I'm so sorry that Jason and his employees treated you this way. I'm sure you'll be shocked to discover they're OUT OF BUSINESS. 💯 My husband and I bought it out, dropped everyone, changed the rules, changed the policies, spent a LOT of our own money making people whole (Jason left a LOT of people screwed in his wake), and dedicated ourselves to ensuring our clients know they are EVERYTHING to us. Without clients, we're NOTHING. Only a greedy fool fails to recognize the value and importance of a happy client. We're not fools. I truly can't believe we bought a place that treated people like this. I'm so sorry. I understand why you hate my company, but I do hope you'll call me if you're ever in need and give US a chance to prove that we are nothing like the previous owner and our work ethic and integrity far exceed his. We're open 24/7 for the convenience of our beloved clients, so feel free to test me - 207-307-7746. You can call at 3 AM and you'll find WE ANSWER. We don't avoid our clients and we live dedicated to keeping them happy, as it's the only way we stay in business.

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