Smith & Keene Electric Service

I have called every day since Thursday, July 9th, 2020, for Emergency HVAC Service (their website states 24/7 Emergency Service Available) for an HVAC system that is under warranty by Smith & Keene and they told me the first available service call is Monday, July 13th. They said that they make houses with no AC their priority. Found out further that they will only respond to houses with no AC in Emergency status, regardless if their technicians are busy or not. I am also of the belief that if I was a paying customer (one they could actually get the emergency service labor rate) and not dealing with a system under warranty, that I would have had someone out to the house already. This is completely unsatisfactory. Their staff has been completely unprofessional and this is not representative of a company that has been around for 73 years. DO NOT RECOMMEND.

*** UPDATE (7/14/20) *** System has yet to be fixed. Technician came out on Monday (7/13/20) and agreed that the system had two leaks in it (one at the valve at the unit and one on the coil block on the air handler). They then had to order the parts as they neither keep any parts on hand nor were willing to remove the parts from any of the other systems that they had on hand. I spoke to them today and they initially said that the earliest that they could get out to my house would be Friday. Are you Shi**ing me? After a not so pleasant conversation, they said they could get out to the house on Wednesday morning, 07/15/20. I asked them why they couldn't have there emergency technicians come out tonight and they said that they could not do that. This has been the worst experience of my life as far as dealing with customer service. If there were a grade less than an F, they would receive it. I CANNOT REITERATE THIS MORE, DO NOT USE SMITH & KEENE FOR ANYTHING. YOU WILL ONLY BE DISAPPOINTED IN THE END.

do not recommend this company to anyone! Called them for warranty to fix their faulty gas line. Herb showed up and said my dryer gas line is the leak/issue? Which it was not the problem. Also said the line they installed was not leaking. Which was leaking in fact you could hear it hissing if herb even turn the gas on. Didnt even want to fix anything under the so called warranty for their workmanship. And have the nerve to charge a bill on top of it really? They are not customer oriented and john J. kept saying I don't know what I'm talking about when it comes to basic plumbing of black iron pipe. I again do not recommend this company to anyone else.

The receptionist from Smith and Keene called me back to schedule a maintenance visit the day after Thanksgiving at 11:30am to troubleshoot/fix the heater/ac that wasn't working. Long story short, it was a quick fix with the flip of a gas switch, where their technician was in and out of our home in less than 10 minutes. Our bill was $230. Apparently the day after Thanksgiving is a holiday for the company and they charged a $150 after hours call fee WITHOUT MENTIONING IT TO US! If they would have mentioned their unusual holiday schedule and fees, we would have waited until the following business day that they were open to avoid a bogus charge. After contacting them, they said there was nothing the could do because it was indeed an after hours call. Worst communication with customer service. Very very unhappy with that situation.

i have used Smith and Keene for years. never an issue ...Until I got a New AC/Heating complete System. Im still under warranty as I write . My Ac system leaked all over when I turned it on ....They came out and the installers never glued the dran pipe !  The drain gurgles when draining since day one . They can't fix it unless I buy a pump for $180. My system obviously isn't operating correctly ..and I have to pay for another part ( they call it an accessory )   After $10,000 I would think I wouldn't need accessories to make a brand new system work correctly. Im Rethinking my service contracts with them at this point. I'm floored they would do this. But they did ..to a good customer too !!    UPDATE .... Smith and Keene saw my review and gave me a contact number. They said warranty covers the accessories and came today July 18th and added an intake return. so far so good !  Now being the first to complain...I have to say they handl this quickly and the Technician I've used for years (Dennis ) Always gets it done.  so let me say Thank You !  UPDATE ..... Smith and Keene came out and installed basically another intake to stop the pressure where the blower motor is . Anyway at this point August 1st , its not gurgling any longer ....so Thanks To Dennis for knowing how to fix it !!

Smith and Keene installed a mini-split unit in my home 6 months ago.  Before, and during the install I requested that the supply lines be properly insulated to avoid condensation/sweating and associated mold and water damage.  The estimator and technicians performing the install assured me this would not be an issue.  Alas, this was not the case.  I have extensive water damage to my home, black mold and rot all the way down to the framing and subfloor.  Once I noticed the damage, I called right away and requested emergency service. (reminder: the unit is only 6 months old and certainly covered under any warranty notwithstanding this problem was caused by improper installation)  I was told that someone could come take a look in 5 days... 5 Days?!?! are you serious? Your malfeasance has directly caused thousands of dollars of damage to my home and significant safety issues.  Now no one is returning my calls or messages. I am left with no recourse except to take this pathetic excuse for a customer service focused company to court.  Please, learn from my mistake and do not hire this company.

I had a heat pump installed from Smith & Keene...I am very pleased with the product....My home has never fell so cool...My hat is off to the 2 AC installers Jonathan Mulder and Sam...They did excellent work..
Also, the 2 electricians Ricky and Jay up graded service to 200amp....They did outstanding work....All of the people who worked my job was very professional and informative....They kept me updated with what was going on with the installation.......

We have a week old home that Smith & Keene did the plumbing and HVAC. Today our pipes are backing up and and overflowing our downstairs bath. Call, get forwarded to their after hours number and no one answers and their mailbox is full. Already not a happy customer and have not even made contact yet. A week old home SHOULD NOT have pluming issues.

My air conditioner was installed by Smith & Keene four years ago when my place was built.  I have never had any issues with them-until now.  A tech came out last Friday for my routine Spring/Summer Maintenance check.  Two days later my unit went down.  I called and the tech came out the next day.  He told me a fuse had blown and he replaced it.  Two hours later, after returning from work, the temperature in the house starting increasing and the unit would not turn on.  I called again and they sent the same tech out today.  He acted like he did not want to be here and said the fuse had blown again, he replaced it, but stated he really did not know what was wrong with it.  It worked for about 20 minutes and now that I am home, the unit is down, will not turn on, and the temperature is rising.  I called the emergency number and was told if they send a tech out this weekend and they don't detect any issue, then I will have to pay a fee.  It obviously is not a fuse issue and the fact that the unit is only four years old and they do not know what's wrong with it, gives me little to no confidence in their technician.  If you are in need of your unit being serviced, do not call Smith & Keene.  I will be looking elsewhere for another company.

Purchased Kohler generator in 2017. Generator has 5 year warranty. Generator has failed to run on numerous occasions. Tech has come out on 3 occasions and unable to fix the issues. I called supervisor to find out the next course of action. I was told to call another company Smith and Keene has done all that they can do. I now have a generator that I paid $9,499 for it it won't run. Why hasn't Smith and Keene called Kohler for replacement covered under warranty if it can't be repaired?

Had a hot water heater installed, for Apollo heating system, so you can't get this done thru like Home Depot or Lowes. Called and had Chuck Leobold come out, write work order and had installed on 3/10/2016. The thing leaked and flooded garage!! Just sent email cause it's after hours, so let's see how long before I get reply! I'll be back to let you know what happens and how the service is. Stand by!
Ok so part of yesterday's (7-6-2016) got removed, not sure why, buts here what happened. After like 25 minutes waiting to schedule an appointment for someone to come check this, I finally got to schedule for the afternoon and the tech would call me 30 minutes before arriving. Well he did, so I met him at the house and he quickly figures out the issue. But he doesn't have part on his truck so he calls office and gets them to overnight the part, cause they don't have one at office either. He tells me I'll be back tomorrow with part! I'm of course a little skeptical but hey what really can I do. So today, 7-7-2016, the tech, Herb, calls me and says he's on his way! He shows up within 15 minutes, installs part, gives me some free advice on making heater more efficient and cleans up and goes! This guy Herb was very polite, professional and courteous! I'm gonna bump this up to 4 stars because of Herb. Great employee!!

We requested a quote from Smith and Keene for a whole house generator. The salesman spent about two hours going over our needs and specifications. He was pushing a 37kw models for $30,000 which was more than we needed, then he backed off and quoted us $17,000 for a 22kw, again much higher than we wanted to pay. As he left, he promised to send us a written quote, but 8 weeks later, has never managed to do that. We got other quotes for identical models for almost half the price he was quoting verbally. When we called to request the quote, we got a nasty call back from him. Needless to say, we have given our business to another company! We would never recommend Smith and Keene, unless you have money to burn and price is no object! Think twice before you do business with them!

Absolutely hideous service. Many of their technicians do not know what they are doing. When their own techs mention that they have never seen anything like this before in regard to how the system is installed, and their company is the one who installed the HVAC systems in the first place, that is a problem. I have managed two properties with almost 500 apartments where Smith & Keene installed the HVAC systems during construction, and both properties had dozens and dozens of issues and warranty requests from day one. 5 years later, we have spent thousands of dollars having their mistakes corrected. Most recently, they were called out to check two A/C units not working. The techs conclusion was the defrost boards needed to be replaced, and charged us their $89 diagnostic fee for each.  No surprise that when we replaced the boards, it did not fix the issue and the A/C still would not work on either system. Not to mention, their techs had already been out for both of these systems prior, and their repairs clearly did not fix them. What we finally found with both units was bad wiring, and spent $1,730 having them properly repaired. The prior repair for one of these by a Smith & Keene tech was re-wiring, so it seems that their tech caused the issue in the first place. I called to request they waive these fees since their techs were wrong, and did nothing for us but cost us time, however, they their managers response was, the invoices stand as is.  Apparently they are in such demand that they don't mind losing a customer and 200+ units over $178. As a manager myself, and in a world where customer service is now almost nonexistent, I take pride in going the extra mile for my customers and make sure they know they are appreciated. And in the end, it's about doing what is fair and just.

***UPDATE to the 1-star review I left last week.***  Smith & Keene called and said they would make it right and they DID!  Today, they had their Lead plumber come by and correct all of the issues that were previously done incorrectly.  Everything is working as it should and Herb was professional, courteous, knowledgeable and didn't make a mess.  I am appreciative of Smith & Keene's commitment to make it right.  Thank you.

They claim that customer service is #1 as you listen to their recording while you are on hold. I scheduled an appointment for a listing between 8-9 am. The tech was to call me on their way. At 8:45 am I still had not seen a tech or received a call so I called the company. When I told the receptionist who answered the phone someone was to be out here between 8-9 am she said well it's only 8:45. Yes that's correct, but they were supposed to call and so far no one has. She put me on hold for 15 minutes until it finally rang back to the other receptionist Amanda. She is very helpful and apologized and put me on hold to find out what was going on. Needless to say I have to reschedule as they have put me behind on my day.

We do NOT recommend Smith and Keen and count us in the BE AWARE CLUB that will NEVER call Smith and Keene again.  Not HONEST company.  We had AC replaced and they have put the wrong size in our downstairs.  They took out a 3 ton and replaced it with a 2 1/2 and claim if they put back a 3 ton we would have mold all over the walls.  Not true!!! we had a 3 ton for 15 years and now we are hot as can be with a 2 1/2. They tell us to get celling fans in all rooms and close drapes and all blinds to make it cooler.  Unbelievable!!!!  We had another company come out and measure and they claim We should have a 3 ton and to contact a attorney to give us what we had.  You should NOT have to go through all this.

I would like to thank Jacob Tanner and his Co-worker for providing excellent service on installing our HVAC system!  Jacob Tanner was very professional and is an asset to your company!  Thanks Mr. and Mrs. Simon Daniels

Not recommend this smith & keene to anyone. Be aware! You will be hooked after you called them. Be prepared big money to give them for nothing and zero resolution once they come to your house! This company (and its workers) just try to make $$$, they're not honest of service for any thing that related to your house HVAC. My system was installed by this contractor several years ago. The new installation was fine as several years ago. But the repair/service from smith & keene is very bad. I called them and a lady in office hooked me up with a tech on the field. He came to my house and checked why my Carrier Infinity AC not working properly, because there is no cooling air coming out inside the house. After he open the outside AC panel and touched pipes around the unit, he told me that there is hard to find the problem and right now the AC unit working fine!? Approx about ten minutes checked he put the panel back and he was not even come inside to check other AC's related components, he asked me for $89 of service call (?) without any result/resolution! After paid him with CC there was no paper or receipt for me. He told me he'll mail hard copy to my address then he left. I checked account in my CC and the charge was already posted. I waited over a week but there is no receipt by mail, nothing and I had to contacted the office. Currently, I still don't have invoice receipt that smith & keene charged me for a tech person was unable to find error on my AC. Avoid this company. Try to find the other vendor with good knowledge and honestly working that help customers to resolve HVAC problem. Not just come then go. This is bad habit of service. This contractor come to customer's house just for one purpose: collect free money from customers; once they stepped on your property they will charge right after every 10 to 15 minutes without give customer advice, even thing(s) they are unable to identify the symptom on HVAC.
(Addition information: One week later, I had other different and trusted HVAC contractor company from other area came to my house and checked the entire system, he used his multimeter and other digital gauges to read/check electrical components, gas coils, checked inhouse thermostat, inside coils/tubes, air filter, drainage pipes, etc... and he found that the capacitor inside the outdoor my AC unit needed to be replaced. He explained to me that there are six major problems that the AC unit won't cooling air inside the house. He did replaced the capacitor in the next few days (this part needed order) and charged me one time with fair price (as he came to my house twice)). My AC unit is running and producing the cooling air very good now, but this result because of without smith & keene involved!

Poor customer services.  Women who answered phone was not helpful at all and she was rude.  I will take my business elsewhere.

No problem with the heater repairman. He diagnosed, correctly, a small fan that clears gases at the burner. Estimated $850 more for the fan (with 4 day wait) & install.  A call a half hour later from their office upped the estimate to over $1,900 dollars! I bought the OEM fan for $700 myself (I know I got ripped off from the fan price too).  Took me 40 minutes to put it in myself (simple repair). Saved $30 PER MINUTE of my time!  Kills me that most people will get burned by these companies without the ability to do the repair themselves! We need to push our friends to good and fair service! Don't put up with this treatment

We needed a new air conditioner. We called around and got a couple of quotes. Smith and Keene was the lowest price and even though we had to wait 8 weeks for installation we thought it was the best deal.
Worst decision ever!
6 weeks later our current air conditioner broke down. We called Smith and Keene. Turns out they do not have 24 hour service. We had to wait till the next day to get a call from their office.

After 5 hours we still did not get a call back with an estimate for the technician, so we call again.

The technician finally arrive. I opened the door and he stood there looking at me. Never said hello didn't ask what the issue was. In order to mover things along I told him what happened. I showed him were the access to the air conditioner was. He investigated about 20 minutes and said their was a failed part but still had to investigate were the short was that caused the part to fail and estimated that this was going to cost about $1,000. Needless to say we were very upset and not happy, but being in the middle of a heatwave the what choise did we have. We told him to do the work.

About 20 minutes later he wanted to know were the outdoor compressor was. I showed him the back door. He opened the door and stood there with the door open as he removed his shoe coverings. Then slammed the door as he exited. After he investigated outside he opened the door and again left the door wide open while he put his booties on then slammed the door again. This happed a few times.

We were getting annoyed with this disrespectful attitude of his. Every timer he went out or came back he left the door open to let the bugs in then slammed the door. He then inquired about the electrical box. I told him it was in the garage and when he went outside he left the door wide open. He was yelled at to close the door because we don't want bugs in the house. He stood there and glared at us. I mean a real hateful stare. We slammed the door and said Effin idiot I went out to the garage and a couple of minutes later and he indicated that the breaker was bad and that he was leaving because he didn't have to listen to that.

This idiot shows up never said two words to up. Disrespects our house by keeping the doors open then slamming them shut and he is feels that he doesn't have to listen to us calling him what he is.

We called the service manager to complain about the attitude of their technicians. He simply justified his attitude and made excuses as if we were the issue. He commented that the technician didn't mean anything, that this is the way that he is. This tells us that he has had issues with him before but chooses to stand by his technicians then his customer. We cancelled the install because if this is the type of attitude that we are going to get from them then we didn't want anything to do with them.

Of course now they want to charge us a restocking fee. This is there issue not ours but we were still penalized because of their incompetence. Even though it was going to cost us more money we decided to go with an actual reputable company. The new unit was installed three days later. The technicians couldn't have been better, respectful well trained, answered all our questions, provided training on the new thermostat.

If Smith and Keene couldn't do anything more idiotic, two weeks after they fired they arrive to perform the install proving their incompetence.

Terrelle came out to conduct the semi-annual inspection for my house and worked very timely and efficiently. Additionally he allowed me to follow him during the inspection and provide me several tips or how-to advice. I will by-name request his help in the future and recommend him to anyone else!

Had a new furnace installed yesterday, great job!! They were on time, very professional, cleaned up after they were done. They were friendly and answered all of my questions. I would
highly recommend them to my family and friends.

After having used Smith and Keene for HVAC and generator install and service for several years on two different properties, my generator recently required service. After spending two days diagnosing the issue, the technician determined that the regulator was the issue and he left me with a $507 estimate which indicated it would take THREE HOURS to effect the repair.... After seeking a second opinion from a competitor, the competitor's tech spent about an hour on the replacement and that included going to Home Depot for a pipe fitting.... Count me in the club that will NEVER call Smith and Keene again.

Everything about Smith & Keene were great!  

My parents AC stopped working when Covid 19 just started around March 2020.  They were out of AC for 2-3 months due to the economic fall out after Covid 19 and most companies did not want to be exposed to Covid by traveling to the customers houses, and one of the companies we looked into tried to rip us off saying we needed our entire ac unit replaced for $10,000!

After 2-3 months of searching for an HVAC company, my mom came across Smith & Keene through a TV ad.  After contacting them, they came to check out our AC Unit the next day or two!  They resolved & diagnosed the problem by fixing our HVAC motor and refilling our Freon within those two days for a reasonable price.  My parents AC worked perfectly after and still works great to this day (1 year and a few months later).

They are very responsive, reliable, and dependable!  The technician and the staff were so kind and helpful.   I would definitely recommend them and use their service again!