John Lock Air Conditioning & Heating Service Inc.

11/22/22 - I did not receive an apology. Not for the rude treatment and not for failing to return my call per the time line Mike set. It is particularly egregious given the way I was talked to and shows yet again I am being proactive to resolve the issue and John Locke dropping the ball.

Even if he was out of the office, given I did call and left a message and he FAILED to call as he said he would (see a pattern here???). He could have called me upon his return. I had to call twice to find that he did not do what he said he would do as far as researching my concern.

I did give the green light to install the water feeder as I was told it would not require regular monitoring/ adjustments. The feeder on my other boiler installed by Emerald Heating and Cooling continues to operate without regular adjustments outside of the maintenance at the beginning of the heating season. Being an out of town landlord I was very clear on my need in this area. I’ve never had a problem with my old system so I had no reason to suspect any change in operation based on my conversation during the sales process.
I get it was easier to say the water feeder would work like the other one rather than lose the boiler sale. Fine. Delete the service bill since the company has not offered to buy back the water feeder I was sold with false information.

I did not receive monthly bills. Just like I got no response to the 2 letters I sent to dispute the invoice.

Original Review-

I have made several attempts to contact John Locke to discuss a billing dispute regarding a boiler maintenance call for a new boiler they installed with a water feeder I was told would not require adjustments. When the tech came out on an emergency call, according to the info provided by the office during business hours, the tech said the boiler had to be manually adjusted weekly. The tech did not provide any instructions on how to adjust. I sent an email and letters with no response. I got another invoice several months later and spoke to Mike. He was rude, threatened to send me to collections without taking any time to LISTEN or review my account to have an informed conversation about my concern as if I did not pay several thousand dollars to their company no problem prior to this concern.

After I had to demand he stop over talking me and I explained my concern. Mike said he would do some research and get back to me about the billing issue. He did not call back, I had to call twice and got him 1.5 weeks after he said he would call me only to find out he did nothing and having him offer the same comments from our first conversation. The lack of customer service when there is a disagreement is astounding. I will not be calling them to replace my second boiler for sure.

John Lock Heating
Having been a customer of the John Lock Co. for 40+ yrs, they have always been there for my house as well as my business.
Today I called for a repair and they were there by this afternoon & repaired the problem.
Thank You,
Robert Shookus

My entire experience with John Lock Heating and A/C was fantastic from start to finish. The estimate process from Mike was honest and straight forward. He made solid recommendations in the replacement of my furnace and air conditioning and explained the process clearly. He didn't try to oversell me equipment I didn't need. Pricing was competitive. The receptionists on the phone are also very friendly. On installation day, Paul, the head foreman, and his crew were pleasant and highly professional. They were competent, knowledgeable and efficient. Again, they explained the installation process and all 3 installers were neat and meticulous. My previous units were installed by them--the A/C as long as 34 years ago. Amazing they lasted that long. What's more is that most of the employees have been working for the company for at least a decade--some for over 30 years. That says a lot about the company. I couldn't be happier with my new Lennox furnace and A/C from John Lock, and I highway recommend them.

From the first sales quote through installation the team at John Lock has been outstanding. We received 4 quotes before making a decision and not only was John Lock’s quote significantly less, Chris in sales put the most effort into formulating his quote. He walked through our entire house, listening to questions and concerns we had from our old heating system and developed two different levels of options to go for. He was never pushy, or trying to oversell. He took phone calls for multiple questions I had before deciding to go with them. When installation day came, Paul’s team was punctual, polite and clean. They laid down cardboard to make sure their shoes didn’t get mud on our hall floor. Paul took the time to explain everything from national fuel rebate and warranty to again going through each room to optimize airflow and performance. I would highly recommend the team at John Lock. From price to professionalism and quality of service, John Lock is top notch.

I have been using John Lock for our property management company for decades. They are our first call for all of our HVAC needs. They service big and small and their work is top notch with very fair pricing. The staff communicates exceptionally well and always lets me know what my options are when facing a repair or replace situation. I highly recommend John Lock whenever I am asked if I know a good HVAC company.

Scheduled an appointment for service, for a week and a half after our call. We were told between 9 - 12 someone would be at our house. There was not a call to confirm and no shorter time window given as we got closer to the appointment. So we planned our day to be home and available for those 3 hours. NO ONE SHOWED, NOR CALLED. I had to call at 12:45 and ask why no one had showed, then I was told that our appointment was for after 12. Which was NOT what we were told when we scheduled the appointment.
We were told the tech was stuck on a job and may not be done until 4pm. We were not given a call to tell us that the tech may not make it for the after 12pm appointment they claim that we had either. I understand that issues come up, that is not a problem. But to leave people waiting and then say, "that is just a part of it" when a customer calls annoyed is not good customer service. I also understand that the current times are challenging to companies. I would have rescheduled my appointment, no problem, if I was at least given a phone call before waiting around for someone who was clearly not making it to my house for an appointment. Clear communication is important for good business. I will be taking my business elsewhere.

We recently had John Lock AC install a new Lennox heating and cooling system in our home. They gave us a reasonable price and the service technicians were very nice and professional men. I would recommend this company without hesitation.

John Lock doesn't care about small residential business. I contacted them to service my home AC, they took my information and said they would call me to set up an appointment. I never heard from them so I called back when it got warmer outside, they had forgotten about me and said they would call me back later that day and they never did. I will not use or recommend this business.

KUDOS and 5 STARS to John Lock Air Conditioning & Heating Service! Our furnace died and they came the next day and installed a new Lennox! Great service! Very professional! We are very impressed and love our new Lennox Furnace....very efficient and quiet! :)

I've dealt with John Lock for many years. For instilation and repair. Friendly, thorough and reliable. Always explains what they are doing. Show you old parts. Very honest.