Potter Heating & Air Conditioning-Perrone Plumbing

I have had this company come twice to fix my heater. The first was to clean and service my heater unit and make sure it was safe to run for the season. This happened mid September 2011. The second time was because the heat had never started working. In late October 2011 the service man came out again to fix the problem fixed a broken thermocoupler, (which was just replaced the year before) and left. Now in Dec 2011, the heat has stopped working again. The company charges at least an hour to come look at the problem, and seeing as it has just passed 30 days, again I must pay for the repairs again. When I called and asked about work warranty they said they only warranty 30 days and it must be another problem. They have looked at this furnace twice and have not found the problem that makes the heat repeatedly stop working. The person who takes the calls was extremely rude and hung up on me. They do terrible work and do not have any guarantee that their work will last for a season of heat, only for 31 days.

Install new Main Line Valve

Simple huh?, not as expected. Matt, the plumber was awesome, but the city employees could have been better. The most difficult part of this were the incompetent city employees who were extremely late, and had no clue where the valve-curve box for my home is located.

UPDATE: January, 2021

I had 2 indoor hose bibbs to replace, Potter showed up on time to estimate which parts will be needed. They replaced both bibbs with brass 1/4 turn (ball) hose bibbs, and the cost was very reasonable.

I was charged $122 for a 10 minute visit, in which no work was performed. I called for assistance with 2 leaky faucets. The tech took one look at them and told me that both needed to be replaced, repair was not an option without part #s. That's fine but I did not expect to be charged for a whole hour plus a service fee for this information. I would have at least liked to have been informed of a this minimum fee ahead of time. I suppose it is my fault for not asking. Disappointed.

My complaint is with their price, their communication and their general customer service.

They will charge you $120 minimum, which they did not warn me about (I figured it would be $60-80, like most other places I've dealt with). When I asked them to call me as I wanted to talk to them about this lack of communication and see about possibly getting a partial refund or credit, I got no reply. Maybe its my own damn fault, but I think they could have at least given me the courtesy of a call to tell me that.

I Found another local company that came out within an hour and was upfront with their costs (which was about 25%-30% cheaper). Better bang for your buck elsewhere... nevermind that ignoring an upset customers is just rude.

These people screwed me over. Do not hire!! Their tech left a bleed valve open on a radiator. It leaked for four days while I was out of town. I came back to find paint sloughing off the walls of the room under the leak, original 1918 woodwork warped, ceiling and walls wet and full of mold. I called the guy back from potter and he saw what had happened and said, did I leave that valve open? I'm so sorry. We had a talk about how I hoped he wouldn't lose his job. My contactor and insurance adjuster agreed that the damage was $9500. My insurance covered all buy deductible, thanks travelers! But I'm left 1k out of pocket. My insurance asked theirs to compensate and Potter said no, that we have no evidence it was their fault and that my conversation with the guy was only hearsay. They know what happened and they are in the wrong. All I can do is warn others about them and that a company having insurance doesn't mean they will use it fairly. I can't believe business owners could be so unethical. I still hope the worker did not lose his job.

I came home to a 50 degree home on 32 degree day. Our boiler would not kick on. I called Potter Heating & Air. Within an hour Ryan was at our house. He got boiler running and informed me that we should do a little preventative maintenance on the unit. Quick, friendly, and informative technician. Just what we could hope for in a time of need.

I had another company come check my air conditioner before the summer and they did not solve the issue. So instead of dealing with them again I went to Potter Heating and Air Conditioning. I asked the repairman to check what the other company had said they fixed and he was able to tell me what the issue was and the solution. He was able to fix the problem quickly with not much work. It was wonderful. I would work with them again because of the honesty and hard work they put into my unit.

At first everything seemed good--in late fall 2017 Potter replaced the heat exchanger which was still under warranty. Now a few months later the furnace won't come on and the temperature in the house is falling rapidly. It's Saturday, it's snowing and it's not just that Potter wants $200.00 to make a call, Potter also says they doubt they can fix it with what's on the truck. The serviceman seems unknowledgeable and poorly prepared. Also indifferent. Potter seems to think a furnace should only stop working M-F between 9 and 5.

We have used Potter Heating for many years at our own home and at all the rental properties we managed. Their prices were always fair and their service was consistently exceptional. I would advise all homeowners to look no further than Potter-Perrone for their plumbing and heating needs.

I recently had work done by Potter Heating &air conditioning - Perrone Plumbing. My sink was cloged and i could not get it uncloged it myself. They came the next day after i had called. The plumber was efficient, courteous and fast. He did a great job. I have had several jobs done by this company from electrical to heating and plumbing and have never been disappointed,