Great Lakes Heating, Air Conditioning & Electrical Inc.

We called Great Lakes Heating and Cooling in October because we were having a problem with our heat pump and furnace. They sent a really nice guy out, he took a quick look at the heat pump, replaced one part and said the job was done. He did not look over our furnace and there was no explanation as to why the part needed to be replaced. The charge was $ 349.00. The heat pump worked for just a short time. We went out of the country and when we got back, we realized that it was not working again. I called them today to see if they could come back out and look at it again, and was informed that I would be paying a $ 98.00 trip charge. When I questioned the gal on the phone, she told me that it was because it was over 30 days since the tech was here, so we would have to pay the trip charge again. It seems to me that they would stand behind their work a bit more than this!

So, after reading my review the owner of the company took it upon himself to both contact me via Unilocal and call me to personally apologize. I am still frustrated with the way things ended up, but I am very appreciative of an owner who cares enough to call and personally address any issues. I’m still going with a different company for my duct cleaning, but I am inclined to believe that what happened with me was just a communication breakdown and not indicative of the company as a whole. Would I recommend Great Lakes? I’m not sure — but I certainly won’t be warning people away from them.

I called Great Lakes on a Thursday late morning, they were able to send someone out that evening after 6:00. The charge for the drive out was $ 109 (this includes a $ 20 increased charge for an after hours trip). A «certified» technician came out and said some hose was too long so he cut it in half. This cost us an additional $ 80. He also said that if this did not solve the problem, to buy a new thermostat. The next morning, our house as again under 50 degrees so, we went out and spent $ on a new thermostat, installed it, still the furnace did not work. I called them back around 9:30 am and they sent someone out w/​in an hour. This gentleman was MUCH more helpful, did a thorough look over and found THREE issues. I am not sure how the first guy did not find these THREE issues, I’m guessing he was in a hurry to get home, saw the hose was too long and hoped that was it. Thanks to him, we had no heat over the weekend unnecessarily. The second guy got us taken care of, we weren’t charged for the drive out since the issue wasn’t fixed the first time, however we were charged $ 150 for the igniter replacement and the labor. He was there for maybe 30 minutes, I looked online and it looks like the igniters themselves are usually under $ 60. So all together, we paid a total of $ 340 to this company. I don’t feel we should have paid for the additional $ 80 for that first visit since the «issue» that was fixed was most likely not even an issue, and if it was, it wasn’t the issue that was causing the furnace to not function. I would have given a one star rating if it weren’t for the second gentleman who was extremely professional and thorough. God forbid we have any more furnace issues in the next few years, I will only call back Great Lakes if he (his first name is Gabe) is still with them. Thank you, Gabe!