Potter Heating & Air Conditioning-Perrone Plumbing

I had a shower backup problem on Friday. The guys were here on Monday at noon and promised. They did their work, connected me with a septic service, came back, and were done by 2.30. Prices are right. The best part. They are respectful of a clean house and maintain it. They are a hoot. Great sense of humor and great interaction with me. This was not my first job for them, and it will not be my last. Thank you!!

In late October after turning on my furnace it stopped working. As I have done for the past 29 years, I contacted Potter heating who came out to service it. They got it working but it stopped later that same day. Upon calling the on-call service, Tim was very concerned asking if I have another source of heat to keep warm. He even offered to come out at 10PM that night to look it over! And he lived in Oswego! There are no small children in my house so I said I would be fine for the night. He even put me on the schedule for first thing the next morning! So, the repair was completed the next day with a part that came from a heating vendor. Okay so all set. Nope. This week I got mail from Potter heating and opened it to find a check. I sent an email to their office rep Frank who advised that they had overcharged me for the vendor part! Now that is customer service! And I know why I've used them not only for heating but plumbing services as well for 29 years! I highly recommend this company to anyone who is looking for service!

I worked with Potter and Perrone for years to help me with issues at a couple rental properties in Syracuse. Through all the issues they were always able to call me on my phone, they sent receipts to my email address, etc. without a problem. Never did they have an issue contacting me... and they generally did good work, and I considered their rates to be fair. It's been over a year since they last worked on one of my properties, and yesterday I got a call from a debt collection agency indicating that Potter and Perrone had sent me to collections over an unpaid bill of roughly $300. I searched my email, and found two receipts for payment within a month of the date of service (apparently for other work they performed during the same time period), all delivered and paid without issue. I didn't see a single notice from them that they were trying to contact me about a third bill, or additional money I owed them - NOTHING. I clearly had an obligation to pay them for work they performed, but their lack of effort in trying to contact me prior to sending this to a collections agency is infuriating. I'm disappointed that that's how they would treat a long term customer. I won't use their service again, and caution anyone who wants to avoid a similar issue. Had I received the bill or been contacted to arrange payment, it would have been paid promptly.

Had a clogged drain unexpectedly on a busy day. Nick and John were on site within 30 minutes. They wasted no time taking care of the problem. They were friendly and professional working efficiently and quickly. Very pleased and recommend them highly.

The scheduler in the heating department is the absolute worse. Technicians called two days after the fact, no heat call, I cancel them prior to arrival or any services performed. She calls me threatening to take me to collections? For what? No services were rendered, there's no service agreement in place explicitly stating your policy, nor did anyone call the day before or the morning of to confirm the appointment. You didn't do your job nor did you communicate effectively. The owner has been great, but I highly recommend looking at this new staff in place.

I contacted Potter Heating to schedule a boiler cleaning and possible part replacement service call and was pleasantly surprised to be offered an appointment in only 2 days. I decided to schedule the appointment for the next week due to my schedule but other companies were 2 or 3 weeks out. The day of the appointment the technician had an emergency call before our appointment so he was delayed by about 45 minutes. I did have to call to find out where he was but was provided an explanation and estimate on when he should arrive which was accurate. Chris, the technician, was very helpful throughout the cleaning and inspection. He answered all of my many questions on our "new to us" home heating system and ensured I knew how to monitor it in the future. The burners were cleaned and he addressed my few points of possible concern. No pushy sales or service plans just a great experience. Thank you Potter Heating and Chris.

Do not use this business if you need a quick turn around on a repair or replacement. I called them for help with a broken furnace on the night of 12/4/2022, they had a technician come out on 12/7/2022 and the technician told us we would get a quote for repair and replacement the next day. It is 12/16/2022, in the middle of a winter storm in Syracuse, NY and we have not received a call, email, or quote for the broken furnace. I did follow up on Tuesday, 12/13/2022 about the quote we have not received they told us it would be a "few more days". Yea well in a few more days we were frozen over. I called a different local company and they said they can install a new furnace tomorrow and gave me a quote THE SAME DAY. Don't waste your time with this company. Will never be using them again and don't recommend them at all.