Sutton Brothers Heating, Cooling and Plumbing

On February 13, 2023 I contacted my regular HVAC service company regarding a problem with my zone system.  The technician arrived and spent just a couple of minutes diagnosing the problem and advised I would need to spend over $700 to fix the problem.  I was not confident in his evaluation so on February 14, 2023 I called Sutton Bros to get a second opinion.  Mark N. arrived in less than 2 hours. He was professional and friendly. After explaining the issue I had he began his diagnostics and determined the problem. I was impressed by his thoroughness and perseverance to evaluate all options.  He ultimately found a viable solution which saved me a significant expense to replace the zone controller board (my words not his.)

I am seriously considering cancelling my current service agreement with the other company and signing up for the Sutton Savings Club.

I will definitely recommend Sutton Bros to friends and neighbors.

Hate to leave a 1 star review, especially now, but this company deserves it for their misleading policy that they guarantee their work.
My old toilet broke, so I went and bought an American Standard brand toilet, sealed new in box, from Lowe's. I had another plumber coming, but they rescheduled to Monday. Sutton was able to schedule me for Friday morning so we wouldn't have to go the whole weekend with a broken toilet.
The tech came Friday on time and was friendly and professional, and he removed the old toilet and installed the new one. He said he tested the new toilet several times, but that we needed to wait 6 hours for the caulk to dry before using. We waited the 6 hours, only to find that the flapper sticks open more often than not. We're able to close it manually, but it means having to open the tank and check this every time.
I called Monday morning requesting them to come back and fix this. I was scheduled and told no charge, but then I got a call back shortly after saying there would be another $49 dispatch charge plus whatever the fix would cost because we supplied the toilet! Gentleman on the phone told me it would've cost $700 if we opted for Sutton to supply the toilet, and that would have been guaranteed under their policy. Meanwhile, I paid them $260 including their dispatch fee to install my $180 toilet including haul away of the old one. So you're openly telling me that you would have charged your customer basically an extra $250 for a toilet with a guarantee attached. I could understand this approach more if it wasn't for the fact I bought this toilet brand new from Lowe's with receipt and all.
It's probably a quick easy fix like adjusting the chain or something to that effect, but beware that this company will not take any responsibility for the possibility they made a mistake unless you pay the high premium for it. I scheduled a different company to come fix the flapper issue and don't see myself running back to Sutton for any future plumbing issues. Sorry to say that because the tech was very nice and probably made a simple mistake. In any case, I don't see how this was tested several times when the flapper sticks open for us more times than not. Also, this policy was not disclosed to us prior to the job being done.
I understand a company has overhead to pay, but this is not the way to go about making your profits.

Had a great/candid conversation today with the GM of Sutton Brothers. During our call I discussed our frustration and Brad was open regarding their approach and their opportunities for customer service improvement. I felt much better after our call, and I believe we have come to a mutually agreeable solution. Thank you Brad for reaching out!

Perfect experience, scheduled on line - on their website-, quick and easy. Got heads up communication that my Technician was on his way (I could actually track him) as well as a picture and a short profile. The work was done professionally, I think he went beyond a good repair and gave me a great repair. Payment at the door. Fantastic experience.

Back in March 2021, 2 years after I bought my home, I had an HVAC system zoned by Sutton Bros. to separate our finished basement and 1st floor. The installation was problematic and they returned several times to fix various issues with the zoning board they installed. Within 2 months, I began noticing humidity levels  over 70% within my home. I had ecobee thermostats previously installed in my home and had never experienced humidity levels over 50-55% prior to this zoning. The high humidity led to copper pipes sweating, staining and mold growth on the drop ceiling tiles in the basement. Sutton added insulation to these pipes to help alleviate this problem and I replaced ceiling tiles at my cost. Eventually, despite having had Sutton at my home 10+ times due to humidity related issues without any findings on their part, I discovered on my own that they had disconnected one of the HVAC returns from the system and left this ductwork emptying air into my drop ceiling, which likely contributed to the pipes sweating. Though they initially denied causing this, after several visits, they did eventually confirm my findings of the disconnected duct, admitted to having disconnected it during the zoning, and fixed the ductwork. After this frustration and continued failures to fix the humidity, I contacted another company. When they inspected my system, they found significant mold growth within the HVAC due to the humidity. They said the zoning was done improperly (mismatched zoning board that didn't work well with the brand of my HVAC system) and imbalanced, which led to the high humidity and mold. I paid them to clean the HVAC and install an air scrubber to prevent future mold growth. I contacted Sutton and requested they pay for the cleaning and air scrubber, but they refused. Sutton then inspected the system once more and found a misplaced wire on a circuit board for the zoning, which they claimed would fix the imbalance issue. This is after over a year of me calling them to fix my humidity issue and well more than 10 visits to my home by Sutton to diagnose and fix the issue. Their adjustment to the zoning board in fact did not fix the humidity and I remain with levels over 70% in my home. They outright refused to accept responsibility for my humidity problems, despite the mountains of evidence that it was related to their zoning work. Their only offer to me was to either install a dehumidifying system in my basement or to reimburse the cost of the dehumidifier itself, since I refused to let them work on my system again after this debacle. When I sent them the quote from the other company for the dehumidifying system, it took over 3 weeks for them to respond, and their offer for reimbursement was inadequate, well below the estimate I had obtained. I eventually had to contact the Better Business Bureau, and despite several attempts to contact them, Sutton ignored the BBB and their attempts to mediate this issue. I would STRONGLY recommend against using Sutton Bros for your heating and cooling needs, as they do very poor work and don't stand behind their work either.