Restano Heating, Cooling & Plumbing

The office manager said she would shred my check and she cashed it. Cant be trusted
Feb 23rd, 2024

Jul 10th, 2023

Very responsive and performed professionally and promptly.
Jan 20th, 2023

Knowledgeable representative, gave me a quote.
Apr 1st, 2021

In todays world, can you think of anyone who would leave people without heat, communication, and money only because they hold the keys to energy infrastructure? Well.. whoever you may have thought of, this company would do it to you too. Read on. My furnace started malfunctioning and I could smell a car-exhaust-like odor in the house. Called Restano, and they were able to dispatch a technician right away, within a 4-hr window on Monday. The technician diagnosed a blocked secondary heat exchanger that needed to be replaced, all covered by the manufacturers warranty. The warehouse confirmed that all the parts were in stock, - just needed to be delivered to Restanos office locally, which they said could take a couple of days and the office would call me once the parts order was placed, so we could schedule the service. Great! I approved the plan and agreed to pay a hefty $950 labor charge for the work. Thats where the pleasant part of Restano experience ends. Why? Because they knew they got me. The office never called back, so I called them end of day Tuesday. Olivia on the phone was not able to confirm if the parts order was placed and/or give me any status update. She said shed call me back, but you guessed it never did. I waited for another day and called the office again, only to speak with Olivia and get the same answer. No information on the status, parts delivery (or even if they were ordered), scheduling, etc. Instead, she promised to call me back and never did. So, I started calling around. Spoke with several contractors and picked one of Restanos competitors locally. Compare and contrast: 1) They were able to place the parts order immediately, 2) called me back within 15 minutes to communicate the estimated parts delivery date (Friday), 3) scheduled the service for Monday, and 4) offered a better price. This was end of day Wednesday. By Thursday, the heat exchanger blockage had gotten so bad that the furnace has stopped working (tripping the rollout switch). Here I was.. Freezing temperatures outside, two kids in the house, no heat, and still no word from Restano.. With little hope, I called the competitor again to explain the situation (no heat) and see if theres any chance the service could be expedited. They: 1) sent someone to go and physically pick up the parts for me from the distributor (Thursday evening), and 2) reworked their schedule to have a technician out to me Friday morning. (Fast forward, - in less than 48 hours from my first call, including ~5hrs of work, they had my furnace back up and running) :) Restano woke up on Thursday. They actually CALLED me (ta-da!) to schedule the service for Monday. At this point they were irrelevant. The office manager, Dawn, apologized and tried to remedy the situation by offering a discount and speeding things up. Mr. Restano called to explain its a busy season right now. If they choose so, they might leave an apologetic (or un-) comment here. Bottom line, for those considering Restano, ask yourselves if the apologies would make your home any warmer when theres no heat. Ultimately, there are those who leave people without heat, communication, and money, and those who dont. The difference is customer CARE. Services: HVAC system repair, Heating system repair
Dec 25th, 2022