Smith & Keene

In Aug 2020, I spoke with sales and ordered a natural gas standby generator. They said installation would be a few months because of a back log and they would coordinate with Columbia Gas on installation as a different meter would be required. Unit was finally installed Dec 2020 but Columbia Gas still has not even scheduled their end of the work. Speaking with S&K Sales and billing, THIS WAS A KNOWN ISSUE even back in Aug and has affected multiple customers. They did not disclose I would be billed for a unit Months before it could be hooked up to (existing but apparently insufficient) gas line and tested. Still no schedule for gas hook up as of 1 Mar 2021

The June 2020 installation, etc went well and I left a positive review. We replaced our old unit because it was unreliable, causing us a lot of nickle and dime repairs...usually on the weekend. Not ONE time did the heater/ac fail during the week. ALWAYS..
ALWAYS on a Saturday/Sunday.
SOOOO...we replaced the old unit, with a brand spanking NEW Smith and Keene Carrier unit with ALLLLLthe bells and whistles. Even purchased a mini split for the sun room.
So WHYYYYY....after a little over a year with this $7000.00 unit, we're sitting here on a HOT Saturday morning...WITH NO AIR!!!!!????
(Wait..it gets better) Call into the Service Desk and it will be upwards of...(wait for it) $300.00/hour for someone to come out today or Sunday to repair the ...little "over a year old, $7000.00 unit!!!!!!!!!" We canceled our AHS home warranty because we didn't feel we needed it...on a NEW unit!!!!!
What the ENTIRE hell?!?!?!?! What the ENTIRE HELL?????
Please help me with this...because I just can't...we could have kept the old, paid for, unreliable, breaking down on the weekend unit!!!!!!!!!!!!!!!

WELCOME TO THE "THIRD WORLD' - Within the last six months, Smith & Keene has replaced a thermostat ($400+), condensing and evaporator coil ($5,000 installed including labor), and motor ($860) in our HVAC system. The basically new system failed about three weeks ago. We have had multiple visits by Smith & Keene technicians but to date, none have been able to fix the problem. We have now been without air conditioning for almost three weeks and temperatures inside our home are between 85-90F during the day. In our last phone call to Smith & Keene, it was suggested that because our basement unit was working, we could live down there until new parts were ordered and they could schedule another visit. Stay as far away as you can from this incompetent and overpriced company! They have made too much money in their 74 years to care about the individual customer anymore.

Just to close the loop on this one, Smith & Keene called back to say that the defective compressor motor was under warranty but that it would take three weeks for delivery and there would be an additional $40 installation labor charge. After $6,000 and three weeks with no A/C, we were not going to wait indoors at 85F another three weeks! It was Rogers Mechanical based in Lanexa, VA which responded with the earliest availability to help us. Within an hour of our phone call, Aaron Rogers was at our home and had diagnosed the problem. Three hours later, he had located a compressor replacement and by evening, our house was back to the low-mid 70F degrees. We can't thank enough Aaron and his wife who coordinated over the phone to get this emergency repair done so quickly!

Great customer service! I had a small hiccup with my heat pump replacement order but Smith & Keene made it right and I appreciated them doing so and the guys who came out for the install were very professional.

Very unhappy with these guys. Bought their top of the line Lennox system 10 years ago and have had a service/maintenance contract (not always with S&K) every year. My system failed the first week of November so I called them to repair it. It turned out to be the heat exchanger, a part with a 20 year warranty. I felt relieved. They also said I should replace the burners while at it so I followed their advice. After waiting a couple of weeks for the new heat exchanger to arrive, they installed it and the new burners. It cost me over $1200. Unfortunately, I was told that they needed another part before it could be used. Several months of winter passed without the part arriving. We waited in a cold house, anxiously hoping it could be repaired soon. Then, after calling to check on the part for at least the 10th time I was told that it was unavailable and likely never to come in at all... but they would be glad to sell me a new one and put half of what I had already spent into the new system. They promised me they would give me their best price. So, feeling trapped and cold, I invited their salesman to visit and provide estimates. To make a long story a little shorter, their estimate was more than $3K over any of the 3 other estimates I got from reputable HVAC dealers...for similar systems with the same efficiency ratings. So I chose not to buy from them again. When installing the new system (a TRANE), the new company pointed out several major mistakes S&K made when they installed my system and pointed to them as the reason for early failure of the Lennox. I would be happy to share that information with anyone considering a new system. It has been almost two months since talking with them about this but they haven't contacted me at all, not even to check and see if I wanted to buy another system from them...or even to see if we had heat. They should have refunded my money. They should have not tried to rip us off for a new system. And most importantly, they should have never left us in the cold for 31/2 months. Go elsewhere.

We delay reviews on major projects just to be sure. In October 2020, Smith and Keene installed a 22Kw whole house generator. Their coordination, planning, installation, restoration of the work area, follow-up on information I forgot, and positive, constructive employees were terrific.

I purchased Smith & Keene's service agreement plan a few months ago and had them come out last week and do inspection on system and everything checked out good. Today I was walking underneath a vent and noticed hot air blowing from it and i discovered outside unit not on. i contacted Smith & Keene and was told that since i have air conditioning upstairs it is not an emergency and someone might be able to come on Monday. I understand if someone could not come out today but would at least expect service within 24 hour period.

Had two HVAC units replaced, and was very satisfied with the entire experience. Ours sales representative was very knowledgeable and helped us select the perfect product - no up-selling, no fluff. The installation had some hitches (this was a very active job site, lots of moving pieces), but every time we had a question or concern the crew worked on it until we were more than satisfied. Everyone was very easy to get a hold of, responsive to calls, etc. Bottom line - we felt like we got a good deal on exactly what we wanted, and the team went above and beyond to make sure we were completely satisfied with our new units. I would happily recommend Smith and Keene to anyone looking for HVAC work, and will call them again for all my future HVAC needs.

We needed a new HVAC system as our condo's original 16-year old unit was leaking freon (which is no longer available). On the recommendation of my neighbors, I called Smith & Keene. They promptly sent a repairman to patch us up until an estimator could arrive. Thanks to S&K, we now have a new unit, installed on time and on target, albeit we did not have a replacement budgeted, the price was reasonable. Highly recommend Smith & Keene, especially for their professionalism.

Jonathan Mulder and another employee of Smith & Keene came out to our house on April 12th and installed a new heating and a/c unit from Carrier to replace my 17 year old unit that was still working. I was being proactive because of the age. Jonathan and his helper did an excellent job on the install, they were very polite and he explained everything to me about operating the new system. Thanks for the great service!!!!