CPS Heating & Cooling

CPS is great! Timely and professional — they are the best, are easy to work with, and do the best, most professional work! Both my heating and a/​c systems were gone over, fixed, cleaned, and improved beautifully. Danny and his partner, Mark were friendly, considerate and professional. Much thanks, CPS

Prompt, effective service. Knowledgeable and helpful service person. Very good experience.

This company takes customer service to a whole new level. I’ve had plenty of heating/​cooling/​plumbing companies here over the years. No other company is as attentive, professional, polite and comprehensive. Danny and Mark were terrific… explaining what they would do, explaining what they did, making sure I didn’t have any questions. And the office staff is great, reminding about the appointment, making sure everything was OK, etc. It’s a way of conducting business so rare in this industry, where some times you’re lucky just to get someone to answer the phone or return a call. Very much appreciated. And you feel like people are actually taking care of you and watching out for your best interests.

Matt is another outstanding representative of the stellar CPS team. Explained what he had done and why in replacing our A/​C unit’s condenser and coolant (and more, but too much detail to go into here), was thorough and clean (all CPS employees put on protective booties over their shoes when inside the house) and double-​checked all his work. A+!

Danny and Mike just completed our annual air conditioning checkup. They did the work efficiently. They were friendly and professional. I speak with Missy at the home office a couple of times a year to schedule AC and heating appointments. She also is very friendly and professional. We have been using CPS for the almost ten years we have been in this house. We have never had a problem. I never feel like I am getting ripped off. They seem to keep everything running smoothly. Nice, competent folks.

CPS Heating & Cooling was recommended to me about four years ago and we’ve been having them take care of our annual AC checkup since then. They are dependable and have fair pricing, and everyone from their staff is unconditionally friendly and professional.
We really appreciate the detailed info they provide following each checkup. We’d really prefer to have CPS take care of our annual heating system maintenance as well, but we have oil heating which isn’t among their services.
Chris T took care of our checkup in spring 2016, and he was a pleasure to work with. We’re very satisfied repeat customers, and we expect it will stay that way.

Chris T. just visited for our annual maintenance. He was very courteous and professional and he gave me solid information about our AC system. CPS is very easy to work with and I would absolutely recommend them.

I am soooooo thankful I know CPS Heating and Cooling. I’m trying to buy a new house and the home inspection revealed possible issues with the central air conditioning. I called CPS and they understood the need to have someone come over right away. Chris T. arrived a few hours later, inspected everything, gave us a verbal opinion and suggestions for the next steps. He was clean, professional, and answered all my questions. Thank you Chris and CPS!

Mike from CPS, helps us with our annual AC maintenance. He is very professional doing his job, and he explains very well all my questions. Thanks Mike.

Mike & Jose as well as Phil the owner were all great. Mike spent a lot of time making sure we understood how the furnace worked and how to make best use of the controls. The whole crew was extremely professional, showing up right on time and installing our new furnace with both care and efficiency.

Although Mike L is only a year out of Tech school he is a true professional. He knows his trade and is a very neat worker. Also the rest of the staff at CPS are good people. Missy and Peter went out of their way to ensure my part was in the hands of my service tech prior to the Holiday!

As one might expect the follow-​up comments about my review of CPS is a total fabrication and an attempt to put the blame on the customer rather than accept responsibility for their own shortcomings. They just don’t get it do they?
Read the other reviews… the pattern of poor service and questionable ethics is clear. Stay away from this company at all costs!

Recently had new system installed. All people I dealt with were great. The salesman Peter, the office people, and the installers were very professional. I highly recommend them.

This company does not keep accurate and truthful records and then tries to blame the customer for their inadequacies. Owner lied through teeth and refused to help on coldest day of the year. Unethical rude treatment. I would not recommend.

I’ve purchased maintenance contracts from CPS for the past 11 years. Yesterday (Thanksgiving) our furnace went out, so we called for emergency service. Our contract states that they’ll get back to us by phone within two hours. We have been calling for 27 hours now and still have not had a response, so I’ve just driven to their office location. No one is there, and their trucks are snow-​covered in the parking lot, so it looks like they’ve simply taken the day off. Tough luck, emergency customers.
It’s bad enough that their salesperson was 45 minutes late to an appointment where I had invited CPS to bid on the replacement of two of my three systems, and I’ve learned to live with the frustration of having to wait two months for an annual inspection appointment even when I call for an appointment the day after I receive their reminder postcard. But there is no excuse for them to ignore emergency calls from contract customers.

Our A/​C unit broke. We were told we had to pay a $ 120 fee to get them to come out. We assumed this fee would be rolled into the cost of the service as most companies do. We found out it was a non-​refundable «diagnostics» fee.
A technician came to the house, told us our transformer was fried and that he tested that part separately to confirm it was not functioning. He attempted to replace it and then said the control board was broken and that they’d have to order that part. He also proceeded to tell me that the part alone could cost anywhere between $ 600 to $ 1000 or more. He also said he could replace it and we’d find out that the blower needs replacing as well.
Given that this is looking like thousands of dollars, we started calling around and considering replacing the unit. We found another reputable business willing to come out with NO fee. They fixed the system for about the same price as CPS’ diagnostic fee. We were told the transformer was not broken.
I spoke with the owner to request them to waive the diagnostic fee, since the diagnosis was incorrect. She made it perfectly clear to me she was unwilling to do so and started hounding me for information on who I used, claiming that it must not be a reputable company.
I would not recommend doing business with this company If you do, make sure you get a second opinion!

Peter visited my house in Marlborough a couple days ago to give me an estimate for installing the Mitsubishi cooling units, and while he was here, he was very professional and courteous.
However, when I received the estimate today, I followed up with a few questions to make sure I was understanding it correctly (as it is quite a costly investment). Peter’s curt response was, «That is exactly what I quoted. Read the quote.» I understand that email is sometimes not the best medium to hear tone of voice, but I don’t think I’m mistaken when I say that this can come across as rude.
I do realize that this is a busy time of year for HVAC companies, and I am just one customer. As a business owner myself who writes estimates all the time, I am all too familiar with clients asking me redundant questions. It can certainly be frustrating. Nonetheless, I would NEVER say/​write to a customer, «That is exactly what I quoted. Read the quote.» That makes me feel stupid, as though I was not smart enough to understand something.
As a result of this poor customer relations, I will not be giving this company my business, nor will I recommend it to others. In the HVAC business, where they are going into people’s homes and asking them to spend a considerable amount of money, I would hope CPS would consider this experience seriously and make strides so that it doesn’t happen to other customers in the future.