Suburban Heating & Cooling

User Rating: 5 out of 5 stars

Update -
Since my posting, I had a conversation with Suburban Heating & Cooling and I am mistaken. THEY DO CARE ABOUT THEIR CUSTOMERS!! They apologized for the misunderstanding and the circumstance my family went through. Though they did not perform the services, they understood my dilemma and offered free maintenance services on the furnace for a year, as a way of saying we (Suburban) are there for our customers. I am MORE THAN APPRECIATIVE. They do stand behind their products and services and I am "Delighted". I give them 5 stars. Thank you Suburban!!

I give them 1 Star - Poor Service !! (3/16/2009)
I had my furnace and air conditioner replaced by Suburban Heating and Cooling. Their were nice and friendly at the time of service, paying close to $4,000 (2003). Both products were guaranteed for 5 years. Last week, the warranty expired and would you know it, the motor of the furnace died. I thought it was unusual for the motor to fail in a relatively new furnace. I reached out to Suburban last week (March 12), and they gave me a FORM LETTER RESPONSE ~ you are currently out of your warranty.
Yeah, however, out of good customer service, I would think they would like to maintain my business, so I asked if there is someone whom I can speak with to have service done on the motor at a reduced price (They were more than willing to charge me full price). They said someone will be in contact with me. I am still waiting to hear from them regarding this matter.
All the while, my family is left freezing in Michigan weather, while I am trying to get some help. It is as if they weren't interested in being good stewards in their products and services. So much for being "delighted", (their philosophy). Poor customer service !! Period !!

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User Rating: 1 out of 5 stars

If you need to rely on a company to keep an appointment, then choose someone else. I took off of work and waited all day at home. Called into their office to make sure everything was still a go. Then, I missed their phone call by a few minutes but called RIGHT BACK. They refused to come out to honor the appointment. Told me I would have to reschedule for another time/day. Meanwhile, the temperature was 48 degrees and dropping in my house. They couldn't have cared less. Nothing personalized or honorable about this company. I went with another company that actually gave me an appointment time. Suburban has a lot of nerve making a customer wait all day with not even a ballpark time, and then giving them the boot from the roster in a matter of a few minutes--and I mean less than 5. This is one of the bigger companies who does not care about personal customer service. I would have given them 0 stars, but it isn't allowed.

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User Rating: 5 out of 5 stars

I recently dealt with Suburban and found their work to be great. Fair prices, high quality work, and friendly sales guys. They are a family run business and do an excellent job. I would recommend them if you are in the market for a new furnace or air conditioning, or need service work done.

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