Holbrook Heating & Air Conditioning

Irene Aldridge a month ago

Awful scam. There is a free estimate by a guy who self-declares that he does not really know much and has to bring in a "more seasoned" person, who happens to charge $500 upfront. Then, there is a no-interest promotion that just happens to expire right before the second guy's visit and turns into a 9%! And then there is a "manager" on the phone, who hangs up once you bring up any issues. Overall, false advertising throughout.

Jennifer Knight a month ago

Our furnace was installed by Holbrook in 2025, so after our basement flooded and took out our HVAC system and hot water heater, we contacted them expecting competence and to further our working relationship. Unfortunately, the experience became increasingly frustrating. We paid for hot water heater parts that did not resolve the issue, ultimately replacing the entire water heater, and had multiple service visits and labor charges. We were also without air conditioning for three weeks. The biggest issue, however, was our final interaction with Scott. Rather than focusing on resolving the problem, I felt he was dismissive and defensive. Immediately the conversation felt like he was accusing me of trying to get major work done for free. Honestly I just wanted him to send someone out, yes for free, to determine the issue. I wouldn’t have had the work done through them at that point anyways. If there was payment to be made on additional parts and labor - it would not be to Holbrook. When I expressed concern that something may have gone wrong during the control board service, he suggested that we could have caused the problem ourselves, saying, “You're not technicians, after all.” When I described one of his responses as pedantic, he replied, “Well, now we're using big words” as if it was an insult. I found the entire conversation with him unnecessarily condescending. We ultimately chose to sever our relationship with Holbrook without the free diagnostic (it was offered at the end of the call but Scott’s attitude cemented my decision to go somewhere else) and called another HVAC company. Their technician came out the next day and determined that the thermostat had been wired correctly (so not our fault) and that the replacement furnace control board *installed by Holbrook* had not been programmed for our specific furnace (so literally a Holbrook technician’s fault). The new HVAC tech programmed it correctly through the service app, and the heating and cooling finally work. I want to give credit to Courtney at Holbrook, who was extremely helpful and professional and genuinely tried to find a way forward. The overall experience however - and particularly Scott's lack of accountability - left us without trust in Holbrook.

G G 2 months ago

Garbage, had them come in spring for an annual inspection. Guy pretty much kicked it and said it was good. Trusting them here I am early August with a leaking system. Just call a professional not these people.

Nga Malpezzi 8 months ago

My furnace was not working last weekend. I called twice to request for emergency service. The operator was very pleasant. The office manager explained to me the price for house call is $219.00 plus additional expenses if the technician discovered the diagnostic. I have been a customer at Holbrook since 2012. This is the first year that the staff at Holbrook was very rude in explaining the emergency call. The temperature dropped to -0.00 which is code Blue according to NYS Dept of of Emergency. I have no heat and no where to go. The dispatcher had refused to send a technician to my house until I agreed to give her the credit card number. The tech showed up at my house 8 am on Saturday morning. I have discovered around 5 pm then I have no heat again. I placed an emergency call, the staff repeated the price of $219.00 for emergency call. I explained to her that I am under the warranty for 30 days. The second tech showed up at my house at 7:30 pm. The tech said that I need some new air vent inflow. I scheduled an appt for furnace maintenance on Monday 2/9/2026, the maintenance tech was great. He had discovered the problem of my furnace. I would like your company to know that I had appreciated your service, but please kindness and courtesy would be greatly appreciated instead of threating me for not calling your tech to fix my furnace. If it is any other times, I would not complain. You do know that this is Code Blue and you need to keep the customers safe with the heat on and instead the lady told me to find a place to stay. I would like to file a complain against the office manager for making this comment. The whole incident happened on 1/31/2026. My expenses are around $800.00. Can you tell the manager to be more compassion and this is her job to help the customer stay safe at their house during the Code Blue tragedy.

Josh Abel 8 months ago

Had my furnace die on me in the middle of winter and called Holbrook. They could not have been better, had a tech out within a couple hours who knew what was wrong in 5 mins and that my furnace was a goner. Within 3 days they had me set up with a new furnace at a very reasonable price compared to the other estimates I received. The techs that installed were very helpful and knowledgeable and did a great job. Great work and customer service.