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    cksmithsuperior

    3.0 (2 reviews)
    Closed 8:00 am - 5:00 pm

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    7 months ago

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    Anthony S.

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    2 years ago

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    R J McDonald, Inc - stand-by generator install

    R J McDonald, Inc

    (9 reviews)

    I found myself out of town with an empty propane tank and a big early March n'or easter snowstorm…read more looming ....and even if I could get the tank filled, my heater furnace was malfunctioning following the ice storm and power outage. Yikes! I called McDonalds and spoke with Ryan who was to my great relief delightfully friendly and reassuring. Within a couple of hours, just ahead of the big snowstorm, Ryan had the tank topped off and the furnace warming the place before my water pipes were at risk. All this was very appreciated and provided peace of mind. Superb customer service! I am now a customer for life!

    I had a specialized HVAC system custom designed and installed by RJ. McDonald in Barre, MA in 2023…read moreat a cost over $18,000. Overall, I was satisfied with the installation, aside from a few configuration changes they made that didn't match how my previous system's backup switch operated. While it took some getting used to, it wasn't a major issue, and I was otherwise happy with the system. Last night, my system developed what appeared to be a minor ignition issue. I called the company's after-hours service line and left a message. Robin, the on-call representative, returned my call promptly, which I appreciated. Unfortunately, the conversation quickly became disappointing. Before I could fully explain the problem, I was interrupted and told that the company showed I had not purchased propane from them within the past year. I was then informed that, despite spending thousands of dollars on a custom system they designed and installed, they would not service it unless I was buying propane from them. What was most frustrating was not just the policy itself, but the way it was communicated. The tone came across as annoyed and condescending, making me feel like my business and prior investment meant very little. When you spend over $18,000 with a company for a specialized heating system, you reasonably expect that they will at least provide service or support when an issue arises. If this is RJ. McDonald's policy, it should be made very clear before customers invest in one of their systems. I understand businesses can prioritize customers in different ways, but refusing to service equipment they installed simply because I purchase propane elsewhere is disappointing and, in my opinion, poor customer service. Based on this experience, I would encourage anyone considering a custom HVAC installation to ask detailed questions about future service policies before signing a contract.

    Pioneer Oil and Propane

    Pioneer Oil and Propane

    (16 reviews)

    After many years as a Pioneer customer, we recently canceled our service and decided to convert our…read moreproperty to natural gas. The biggest disappointment was the emergency service. During multiple no-heat calls in early January, I had to drive from Boston to Worcester in the middle of the night more than once because the on-call response did not resolve the issue. During one of those calls, the on-call technician told me he was asleep and wasn't coming out immediately, even after I explained that my elderly father-in-law was without heat. Another technician who was later sent restored the heat but was dismissive and unwilling to discuss the repeated problems. I was also surprised to learn that, despite paying for a service plan, the annual boiler maintenance had not been performed because it had not been scheduled. While Pioneer pointed to the terms of the agreement, I only became responsible for managing the property after my father-in-law was hospitalized and was unaware of the existing service contract. Another concern was the condition of the oil tank. Pioneer had serviced this property for years, yet the first documented recommendation to replace the tank came only after the legs were found to be rotting. I was left wondering whether signs of deterioration could have been identified and communicated earlier. I do want to recognize that Todd was professional and responsive throughout our communications. He took the time to answer my questions and explain the company's position. In the end, the combination of the emergency service experience, the maintenance issues, and concerns about the condition of the equipment led us to move on. We have canceled our service and are converting the building to natural gas.

    Just a horrendous company putting on a masterclass in delivering terrible customer service at an…read moreinflated price. I'd been a customer for 6 years and honestly never had issues with their customer service and reliability until the past year. They don't deliver on time with the automatic delivery program anymore and let customers get well below 25% and empty. My tank is below 25% for the first time ever and when I asked for delivery status I'm lied to and told it's coming on x day. The day passes and they don't come. I called their 24/7 line because I'm now nearing empty and was told unless I'm empty to call back during business hours. Wait until empty for oil is just an illogically dumb response. Everybody should look elsewhere for oil and propane whether you are an existing customer or new. They are a sinking ship.

    cksmithsuperior - hvac - Updated September 2026

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