Coastal Heating, Air Conditioning and Plumbing

The actual Tech service was fine, but the customer service, not so much. Our tenant called in for service without my authorization, but Coastal charged me instead of the tenant. Not to mention, this was just for them to come turn a dial or two on the heater! I communicated through email with them asking if they could waive this...and what an attitude! It may be hard to tell tone in an email, but I think the words here speak for themselves.

Then, I asked for them to send the bill to the tenant directly and they said "I’m sorry that will not happen. We don’t get involved in relationships between tenants and landlords." And "I’m just curious, if she called you first and said she had a problem wouldn't you have called us to go over there? I am assuming the answer is yes. So the result in the end would’ve been the same. You would have had to pay for the service call."

Well sure we may have still needed some help with the heat, but maybe I would have started by reading the instructions manual or do research and help the tenant turn some dials myself. I gave them a version of this and told them to not assume, to which I got a response saying "I’m sure that would have worked out great." Honestly, I don't think I should have to pay for this since it's like someone is spending my money without my permission, but they'll get away with it this time.

Instead of spending time thinking up such ~witty~ remarks like "We are not a property management company," they should spend their time working on their customer service skills (seems like a recurring issue based on other reviews) and sprucing up their policies to maintain their company's customer relationships. Oh and maybe not charge the wrong party or simply get authorization from whoever is paying before the service happens. Seems pretty straight forward. There will always be disgruntled customers, but this isn't how you should treat them.

With that said though, they are quick to reply and quick to get a tech out!

We used Coastal to install whole-home heat pumps. They were responsive, competitively priced, and transparent throughout the process. The staff were patient as we went through design and back-and-forth with Mass Save. The install was efficient and fast--the whole house was done in a day.

Unlike other heat pump companies that have ridiculous pricing for uncertain quality, Coastal does the job and follows up throughout the process. At the end of the day we're very happy with our new system and with Coastal. Highly recommended.

Our air conditioning failed during last summers heat wave and I had difficulty getting someone to look at
our problem until I contacted Coastal Air. The technician arrived the following day and had the a/c repaired in less than 2 hours. We have had multiple problems with our systems that are more 30 years old. We decided it was time to replace 30-year-old gas furnace and a/c systems with a high efficiency one. After reviewing 3 companies to do the work we decided on Coastal. I received a detailed proposal from Michael the owner that included what type of units to be installed with the efficiency ratings for each and a narrative explaining the installation of the units. Michael also followed up with a phone call to be sure I understood the proposal and asked if I had any questions. I was pleasantly surprised when I saw the final cost to replace both systems was considerably less than the other companies I contacted.
The entire job of removing furnace, a/c coils, a/c condenser and replacing them with a high efficiency system was completed in 1 day. I was in the HVAC installation business years ago and I thought I was good, but I couldn't compare to the incredible efficiency of these guys.
I give all the credit to Michael, the owner who runs this business with the attitude that customer satisfaction is the number 1 priority to him. We not only saved a considerable amount of money compared to the other companies we contacted, but had the best equipment installed without any disruptions to our household.
We are more than satisfied with Coastal and you will be too. It was a pleasure to finally deal with a company who prides itself on customer satisfaction at a reasonable price. Well done, Michael. You should be proud of the business you have created.

I recently contracted with Coastal Heating Air Conditioning and Plumbing to replace three (3) large air conditioning condensers and their corresponding air handlers at my home--by all accounts a decent sized job. I was advised that seven (7) service persons would be arriving to perform the work on the scheduled date of installation. They began arriving at 9am. You would think, given the number of people performing the work in a single family house, that they would be tripping over each other and stuff would be getting messed up. However, they all worked orderly together, were efficient, communicated with me throughout the day and left no mess to clean up or damage. They had everything swapped out and up and running at a little past 3pm--the same day. I recommend them.

I recommend coastal Heating, AC. 100%, after looking with 3-4 different companies we decided to go with them, let me tell you from the moment they answer the phone until they complete the job their process is professional and they genuinely care about customers. Lisa was extremely helpful keeping me informed about the installation and rebates.
I installed a new AC unit and I am so happy with the results!
I had a little bit of issues to register my unit for warranty with the manufacture, I contacted the office and they connected me with the owner Mike Francione, Mike was busy but very professional and responsive over email, he mentioned he hasn’t been in the website and was going to get back to me. I appreciate his honesty and willingness to help me with the product registration. Once I followed up, what a surprise he did it for me!
Thank you Mike and Coastal team!

Our Water Heater broke and flooded our laundry room floor. I called then and the next thing they were here with a new water heater, installed it and took the broken water heater away. Best plumbers by far.
Vicki from Malden, MA.

I wish to take this opportunity to express my thanks and appreciation for the services provided by Coastal Heating and Air Conditioning. From the very first phone conversation to the follow up call verifying the service technician's arrival, your representative was thoughtful and informative. The day of the actual service saw your technician Nick arrive on time as noted. He was attentive to the information I provided, carefully assessed the problem, and ultimately solved the issue. He was very friendly and was terrific in helping me understand the problem and how to better care for the AC system. He represented your company very well.

I grew up in a family business and learned early on the importance of good customer service; experience I use to this day in my own profession. I will certainly recommend Coastal Heating and Air Conditioning to anyone needing such service.

Called for service after National Grid recommended a furnace gas valve repair through an HVAC specialist. Woman on the phone was awful—didn't believe me when I told her we had a gas furnace (presumably because I said "um" while I was looking at my calendar for a service time), and then when I told her the problem, she said, "And how are we supposed to fix that?" Dude, if you don't know, I don't want you messing with my furnace, anyway. Laughably unprofessional. "30 years in business," huh? Maybe she's new.

What a fantastic experience with Coastal Heating, Air conditioning and Plumbing. I just had central air and a split system installed and I am thrilled! First, great estimate, Second, Clean. They swept up, covered everything and wiped their feet constantly. Third, fast and efficient install (their crew is absolutely great). This is the second time I have used their service (furnace cleaning) and I will DEFINITELY use Coastal again. You will not be disappointed!

I really appreciated working Coastal Heating and Air Conditioning! Once we got our quote I told Mike I wanted to take advantage of MASaves rebate and financing programs. He talked me quickly and swiftly through the process. He was well informed and able to get us swiftly through the process. He understood the forms and what was needed to get the approval.

Once we were booked we didn’t know if we could get the unit due to supply chain issues. Luckily Mike found us a unit quickly and we got our installation scheduled in less than 2 weeks!

Once the team showed up it took them less than 7 hours to do the WHOLE HOUSE! We couldn’t believe how quickly they took, how clean the the installation was, and how we couldn’t even see the install from the outside of the house!

The only thing to note: make sure to follow up on your quote! They are overloaded with requests. You could get lost in the weeds. If you follow up Mike is extremely responsive and the team bent over backwards to get me my quote.

Highly recommend, 5 stars!