R & W Heating Energy Solutions LLC
Witter, Salem, CT

R & W Heating Energy Solutions LLC Reviews

4.5 stars based on 63 reviews

Featured Comments:

• J

  Jamie Lavigne

  5.0

  I cannot even begin to tell you how wonderful R&W is. My husband and I decided this was the year we wanted to get rid of our huge, loud window AC and switch to a ductless A/C system. R&W from the first phone call was wonderful, informative and responsive. We had reached out to other companies but just didn't feel great about them (or couldn't even get a call back.) with R&W I got to speak with people in the office, and the techs that came to install and everyone was great and knowledgeable. We initially were only planning on putting units in part of the house, but after going over everything decided to do our entire house. We are so happy with the install and how well the system works. I highly recommend R&W - they are a great group of people.

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  Response from the owner

  Thank you for your review Jamie! It was a pleasure working with you and Kurt. We appreciate the time you took to share your experience and your kind words! We're grateful for the team we have and we all strive to bring the best to the table in every way possible, so it's always awesome to hear when a customer thinks our crew is wonderful, too. We look forward to continuing to work with you!

• I

  Ian Dunn

  5.0

  Called the office with a no heat emergency on a very cold week. Technicians showed up in under 4hrs from my call to completely repair and service my oil boiler system from top to bottom. I work in the trades and I was throughly impressed with the quality of their work and pricing. My heat is better than ever.

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  Response from the owner

  Thank you for taking the time to share your experience with us! We're so glad to hear of your satisfaction, and we look forward to continuing to work with you!

• L

  Lisa Faber

  1.0

  I purchased a Viessmann heating system costing me approx. $12,000.00 two years ago. So far the motherboard had to be replaced twice , the fan in the can stopped working and it was not humming …it just stopped running altogether and now the circulator is humming so loud it radiates throughout my home and keeps me up at night. I calmly discussed my concerns, on how I felt this all should be covered with Rick the owner, and his voice escalated and he began screaming at me. My son overheard the conversation on speaker. I’ve owned a business since 1980. Customers are always right. You treat everyone with respect and they become your family. I’m not sure what to do because I cannot afford nor do I want to keep repairing this brand new system. What’s next ….? And I do not owe money.. A reputable honest owner of a business, should stand by their product if the parts are faulty. It may be a bit of a loss but it is so worth it in the long run. A satisfied customer that will refer your services to the community is what it’s all about. The opportunity was given to me with having to pay for brand new components and pay for labor. I’m not understanding the fairness here. I really don’t feel anyone feels my frustration at all. I’m a self employed single mother that purchased a brand new heating system that continuously has problems.

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  Response from the owner

  Mrs. Faber, We do understand your frustration, and have done our best to stand behind our work and products. Although unfortunate, situations do arise that are beyond our control when it comes to equipment, manufacturers, their warranties, etc. Following your installation in 2019, there were three service calls between June and July of 2020 to diagnose and repair/replace the board and zone valves – all of which were under our 2-year warranty, and at no subsequent cost to you. In May of 2021, you made a call to our office about the humming sound. We consulted with our technicians, and sent a tech after hours, again at no charge. The technician recommended replacing the fan in a can. Our office followed up with the recommendation the following day, to which you were unhappy with, and used coarse language with our office staff. Following this interaction, Rick still made it a point to come to your home and look at the system for himself. After Ricks visit, it was left that if you wanted to move forward with the repair, you would reach out to us. In December of 2021, you called to let us know that the humming was still an issue, and after reviewing the notes on your account, we scheduled a service call for 1/13/22 to replace the fan in a can. Upon our technician’s arrival, we found that a friend of yours had replaced the fan in a can for you. Having someone other than an R&W Heating Energy Solutions LLC licensed technician work on our installation does void our in-house warranty, and is stated in the warranty information. This resulted in a service charge, that you have not paid. Although your friend replaced the fan in a can, the humming was still posing a problem. The technician recommended replacing the circulator, which you did not want to do. Had no one else touched the equipment, there would still be a warranty in place, valid through August of 2022. Again, we most certainly understand the frustration that this situation poses, especially with new equipment – it is frustrating for us as well. It is not, and has never been our practice to run a business where any equipment we install has failing components, particularly so soon. However, if the service and follow through had been kept with our company, we would be honoring warranties, both in house and manufacturer where applicable, and working with you, crediting any non-covered parts should they not resolve the issue at hand, providing service calls at no charge or reduced rates, etc. Seeing as we were not given this opportunity, we do understand your decision to use a friend, or another licensed contractor for future work on your heating equipment.

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