I am not known for poor reviews but this is one of them. Hired Isaac a couple of years ago for an inspection and cleaning on our furnace, tankless water heater and air conditioner. Was pleased with the service so we bought one of their expensive maintenance plans. First of all, you have to call them every year to return for a cleaning and inspection. They should call us to schedule service thru their expensive plan. Fine. We are considering moving so I called for an inspection and cleaning. They wouldn't do the A/C bc it was February. Again, fine. Well the nightmare began. Now keep in mind everything worked perfectly prior to this service. Again, cleaning and inspection. Tech started inspection. Soon I heard a half hour of very loud metallic banging. I asked how it was going and was told he was trying to free a part to clean and check it. In the end, couldn't get it. Specialist had to return. Specialist returned and said igniter was bad. Changed it and it cost $162 which was the cost after the $600 maintenance plan previously mentioned. Pretty quickly we noticed more trouble. No hot water for a number of minutes. You may say no big deal but try running your bath for 3 to 5 minutes bf you get hot water. This happens on every faucet too. So we called again. Tech came and now found a bunch of gas leaks and the heat exchanger was bad. Cost $300 after their wonderful $ 600 maintenance plan. They also repaired some of the gas leaks. Said RGE had to fix another one. RGE came and said no leak. Hmmmmm... And I can't help to wonder how much of this is a result of the first Tech banging away full force on a very intricate and fragile piece of equipment. And we don't even have the new heat exchanger installed yet!! No call with an update, no call to schedule appt. Nothing. 2 months ago we called for an inspection. $500 later (not including the investment in the $600 maintenance plan) we have a non properly functioning water heater, no appointment and no plan. So much for hiring a big company for expertise, service and peace of mind. Ill update when, I mean if this gets resolved. read more

It's weird that I felt a sense of relief when I read all those negative, one-star reviews--at least we're not alone in having been taken advantage of, treated poorly, spoken to rudely and with dismissiveness... Isaac's lack of concern for their customers since they were bought out is, frankly, breathtaking. That's bad enough, but perhaps worse is their practice of upselling vulnerable customers. They quoted us a price for a new tankless water heater that almost knocked us over. We ended up going with someone else for roughly half the price! Then they sold us a replacement air filter for the furnace that turned out to be a hospital-grade system that was way, way beyond our needs--with a price tag to match. Yes, it's on us that we fell for it, but it was during the pandemic and Isaac took advantage of the widespread fears many of us had for our safety. We have been Isaac customers for decades, and we have been GoldCare members for at least half that time. We have paid Isaac tons of money, for new furnaces, a new air conditioner, a tankless water heater, a dehumidifier, and an air filter. We have paid the monthly fee for their service plan. In all those years, there were only two times that we needed anything other than annual routine maintenance. Once was when the tankless water heater stopped working late in the evening. Rather than send someone out, per our contract, they coached us on the phone to fix it ourselves! We were successful, so we chalked it up to a kind-of-funny experience and moved on. The other time was when our fairly new furnace wouldn't come on--on a very cold day. We called, and a rather distant and nonchalant call center rep told us that it would be four days before anyone could come out. We reminded him that we were GoldCare members, and were supposed to get priority service. He didn't care...and let us know that. When we suggested that perhaps we would cancel our premium plan since it didn't seem to get us anywhere, well, that was fine with him, too. He would forward us the cancellation forms. No attempt at customer service, no attempt at customer retention. All this led us to look around for another contractor. We were lucky to have found someone we can trust. But one of the surprises we got was how much the annual maintenance of our air filter would cost. That's when we learned that Isaac had upsold us to a hospital-grade air filtration system that was way beyond what we needed. But the best was yet to come. We called Isaac today to cancel our GoldCare and SilverCare memberships, and our annual maintenance appointment. Once they got through leaving us on hold, hanging up on us, transferring us to another hold, we finally got through. Nick asked us, somewhat perfunctorily, why we were cancelling. We told him what we have related above. He had no reaction whatsoever, expressed no apology, no regret at losing us. But he couldn't wait to tell us that the GoldCare agreement for the very expensive air filter had just started and we were stuck in it for another 23 months. He would not even acknowledge our request for consideration, given all we had been through. Just kept repeating that we were stuck with paying them for another 23 months whether we used them or not. The most he could do was send us a copy of the agreement that we already had in front of us. We originally signed with Isaac when they were locally owned and had a well-deserved reputation for being part of the community and genuinely caring about their customers. Things changed when they were acquired by a private equity firm. They lost their focus on their customers and their community and became ruthless and rapacious. We are glad to bring our business to locally-owned firm from now on. read more

They convinced us to get a new furnace. The new one is garbage. It constantly freezes up when on A/C mode and stops working in the summer. All they said we could do is turn it off for awhile. Our old one was working fine and never did this. read more

I'd like to start by saying we are not unhappy with the service or technicians that were sent to the house to install the new water heater. My review is solely based on Isaac's lack of ability to give us a detailed invoice for the cost of the work done. We asked several times and were told that is was not possible in their systems to provide one. they did divide it into Labor and Equipment, but did not provide the actual cost of the Hot water tank, new venting, cost of removing the old equipment, etc. I have owned houses for over 35 years, never have I had a company not be able to provide cost breakdown of the hardware installed. We will not be calling them for any other services, except those that are covered by the warranty on the water heater. read more

I've no idea how you can sell someone a gold seal, which is supposed to offer 24/7 service and free parts and then refuse to provide service for 11 days in the heating season when our heat was out. Atrocious! After many years of good service, I've had a terrible experience with Isaac that caused me to move my business elsewhere. The quick summary is while under their highest level of service coverage (Gold Seal), I went 11 days without a response or a service call with no heat and rude customer service. I've had a Gold Seal, their highest level of service agreement, which gaurantees 24/7 response and prioritized service calls, for over a decade. We lost heat and I called immediately asking for service. I was told I had to make an appointment with them for a service call and that the next available one was weeks away. I was also told that my Gold Seal meant that someone would be calling me very soon to make a visit and that the appointment was only a formality. I was lead to believe the same day response was still available, just a new process that required this appointment to made in their systems just in case. No one called or showed up that first day. I called back after 24 hours and got a rude person on the line who told me it was not surprising I had not heard from anyone and that I should be grateful that I had an appointment scheduled as early as I did since they were booking out months for non Gold Seal customers. This call was on a Saturday. No one called or showed up that weekend. I called again that Monday, speaking to a much more polite person, who reiterated what the rude one said: no immediate service call was forthcoming despite the Gold Seal and the lack of heat. Eleven days after the heat went out I had a service call. The service person was great, they fixed the furnace and offered the same quality in person service I regularly experienced in the past. The thing that blew my top: the person who fixed the furnace told me they were on call a few days earlier and went home early because there were no urgent service calls in the queue. I had been without heat for 9 days at that point. What I learned: Isaac has been purchased and is no longer locally owned. While the people that show up to your door and fixing your furnace are the same, they have centralized call centers. The difference in service quality is night and day worse. I would not recommend Isaac to anyone at this time, which is a shame. They used to be a good company. read more

Very dishonest. They only charge you $109 for a service call, but then overcharge you near 11 times what the price is actually worth retail. They could've got the lart much cheaper. But tried to scam me and gave me a price just for a furnace part of $1060. This furnace part was only $98. I called another furnace company and got it fixed immediately at 1/5 the price $200. Fair is fair. I wonder how many more elderly people and elderly widows have been cheated. read more

Set up a appointment for having my igniter replaced they said had the part however today they said didn't have the part .I took today off to get this done hope I have heat during the Holidays read more

These guys are as bad as the automobile dealerships. $129 to walk in the door.If you want them to actually troubleshoot anything and maybe dust off the furnace it's gonna come to over $300 if nothing is wrong. And then if they find anything it's gonna be hundreds more. read more

I had my furnace water heater and humidifier serviced today by Micheal Fromm from Isaac. He did a great job with the service and cleanup . Been dealing with Isaac 24 years never had a problem read more

people should be very wary of this business. I had a boiler motor replaced, but the replacement part did not fit properly, and part of my boiler housing was eventually cut, torn,and bent down to accommodate this "replacement" part leaving a jagged edge on which one could have cut themselves. additionally, this business went to a call Service Center , who knows where, and now you have to wait to be called back at their convenience. And don't get roped into a contract that doesn't cover 95% of what you will need in the future. In my opinion this is not the best business to receive a good return on investment as far as their contracts go. So the boiler issue speaks volumes to the quality of their work, which in my opinion is severely lacking. This business does not seem to value its customers. read more

I received an email special on AC maintenance a few months back. I called and the earliest appointment they had available was 12 o'clock on Wednesday, June 4, 2025. I never received a call, text, or email prior to or the day before their coming out. I took off work for this appointment. Today is the day at 1:10 pm an hour and 10 minutes after the scheduled appointment, a no-show. It is very unprofessional and really poor customer service. I highly do not recommend going with Isaac's. read more

Asked for an estimate on mini split units for cooling. After the tech looked at our home he said he'd forward us an estimate and all we got was an email of a catalog description of the unit. Very impersonal and not helpful for folks who are not familiar with how these types of units work. read more

I had my 25 year old furnace and air conditioning unit cleaned today. I was 2nd guessing myself about Isaac. They got WONDERFUL reviews on Google and terrible reviews on Yelp. I I expressed my concerns to the technician, Steve Ward. He spent quite a bit of time answering all my inquiries about new HVAC units. He was kind and highly professional. He was here close to 2 hours and seemed to do an awesome job. I would like to give him 5 Stars. I also felt the price was very fair. read more

My condo was totally destroyed by a fire. General contractor hired ISAAC to do plumbing, ductwork, heating & cooling. I have not found all the problems yet, but I definitely wanted to report that their plumbing services leave a lot to be desired. I am truly questioning if EVERYONE who is doing plumbing for ISAAC has their plumber's license or if even a licensed plumber is supervising the work. Many pipe connections were not made and many things were not installed correctly or completely. The last problem discovered was the incorrect seating and sealing of the bathtub drain which caused water damage to the story below. If this is the way ISAAC leaves their work, I will not be using their services in ANY department if I have a choice in the matter. read more

This review is limited to Isaac scheduling, which is the worst I have encountered. The customer calls Isaac to book servicing, is put on hold ("You are number 4 in the queue"), and eventually speaks to someone clearly not at Isaac, who spends 5 minutes taking customer information, and then concludes the call with a promise that someone from "Scheduling" will call back, at an undetermined time, to book the appointment. Customer service at its worst. read more

When we first purchased our new heater and air conditioning unit with humidification, from Isaac, they did not tell us that the warranty we have. on the unit only lasted for one year. Then they told us if we got the gold warranty and paid around $50 a month, it would take care of the humidification. I see now they do not cover that unit and they want. to 350 to 500 dollars to just take a look. That is ridiculous. read more

We had a major electrical upgrade done. Isaac coordinated RG and E inspector as well as the needed inspections by City of Rochester. Everything went like clock work; we were only without electric for 5 hours the first day. Other work the second day did not require service disruption. They were punctual professional and helpful in telling us what to expect and let us know when electric would be turned off so computers etc could be turned off! No issues and everything is working perfectly! read more

In 2023 when Isaac performed maintenance on my furnace and hot water tank, an appointment for the same service was scheduled for November 2024. The day before my 2024 appointment someone from their office called to cancel my appointment, claiming that all of their technicians were working in "furnace emergencies". The appointment was rescheduled without consulting me to early December. Please note that it was 70 degrees on the date in November for my original appointment. I have purchased my air conditioning system and 2 hot water tanks from Isaac and have maintenance contracts on tjise plus my furnace and water pump for the AC. I see no reason to renew these contracts when they expire as i was not treated like a valued customer. read more

I have a contract with Isaac Heating and have used them since 2015. I have a heating issue with no heat since Sunday. Was told may not get a technician out until tomorrow but never received a call all day. Called back that evening regarding no response and someone called me back immediately and said "she didn't schedule you? We will not have a technician until tomorrow between 5-9 pm. We have had a lot of furnace calls. " Mind you temps were 6 degrees that night. Technician came Monday, needed a part, ordered a part from their emergency company and had to wait. Was told before he left, I would be up before Christmas. Nope, called Tuesday morning to confirm ETA on the part. Guy who answered knew exactly who I was. Part was not there yet, they would call me when it was ready. No call all day. I call back and someone said part came in that afternoon and would have someone call me back. Call was disconnected. Spoke with 2 other custome service reps. No call back. Get a call 7:00 am Christmas and told an appointment would be 12:00 on Thursday. Did see checking the company that they were bought out in 2022. Merry Christmas to me!!! read more

Recently requested service as my A/C just didn't seem to be working like it should. Appointment was made a couple days out which was fine, tech arrived on time, turns out the outside coil was plugged. It was cleaned out for $258.07 and has been working great since. Two thumbs up for Luis Serrano, did a great job, explained everything to me, and was honest with me about the unit. Definitely keeping his name for when I have future A/C needs, thanks much for the service. read more

Shady, they charged my card even though instructed by the tech and office when I made the appointment that I was going to pay with check. He said he couldn't get ahold of office to get billing amount. They then charged my card with out telling me an Amount. The tech also included the time he spent "trying to get ahold of the office" and additional time after to the completion of the work. Will write them their check and never do business with them again. Their office lady also was willing to blame me for the tech not getting the bill amount or the check. Can't pay with a check if they don't tell me an amount read more

I needed some items for disability put on my toilet I was charged 99.00 service charge and 75.00 labor. A little expensive. For the time they were here they could of charged just the service fee. Service guy Steven was excellent.. I just think for disability sake they could have been more reasonable. I supplied the parts needed. read more

During the hottest week of the summer our central air quit. I contacted Isaac and they quickly scheduled an appt to evaluate the issue and expedited the service. They worked their tails off in the heat in order to make sure we were back up an running and cool in no time. I would recommend them to anyone. THANK YOU! read more

I have been a customer of Isaac Heating & Air Conditioning for many years. Ever since I was switched to the Canandaigua Office from the Rochester Office (by them, unknown to me) their service has greatly declined. In September, 2022, I had a new furnace and air conditioning installed in my home by them. They assigned the installation to the Canandaigua Office. Now, it has been less than two years and the piece of ductwork that they installed to connect the furnace to the ductwork for the house is making a loud banging noise every time the furnace turns on and off. It's not the furnace or the air conditioning so it's not a manufacturer's problem. It's a workmanship problem. It's the ductwork that they choose to install which isn't right. Now, they won't stand by their work. They want to charge me just to send a technician to my house to talk to me. It's a shame how far they have declined. For the last couple of weeks, I have been getting nothing but the run around from them. Even as soon as this morning. My Recommendation: DON'T USE THEM. IF YOU DO, IN THE END, YOU WON'T BE HAPPY. THEY WON'T DO GOOD WORK AND THEY WON'T STAND BY THIER WORK. ON TOP OF IT, EVEN IF YOU CALL THE ROCHESTER OFFICE, THEY WILL ASSIGN IT TO ANOTHER OFFICE WITHOUT YOUR KNOWLEDGE OR PERMISSION. EVEN IF THEY KNOW THAT IN THE PAST YOU HAVEN'T BEEN HAPPY WITH THAT OFFICE'S WORK. DO YOURSELF A FAVOR, CALL SOMEONE ELSE. read more

I called ISAAC to check my furnace because it stopped working. The technician came and after juggling things around for 30 minutes said: "this unit is garbage and you need to change the ECM motor, and that will cost you $3,000 or more, so for a 13 yr old furnace is not worth it. Therefore, unfortunately there is nothing I can do, so I will contact the project manager right away and he will give you an estimate to replace the furnace" So after been charged $118 for basically nothing I was back in square one, expecting to get hit with a $6,000-$8,000 bill for a new furnace. Thanks to a friend recommendation I called another HVAC company and the owner came. He found that the condense trap was filled with water, he cleaned it up, and replaced the pressure valve assembly. He said that there is nothing wrong with the ECM motor and the unit is working perfectly well. So my message to ISAAC is: Spend less money in colorful advertisement and more in training your technicians to provide accurate diagnostic and troubleshooting rather than quickly trying to sell new equipment. read more

When you try to contact them re: billing question,-no option so you have to press all buttons to try to get thru...also, if you dispute a charge you have to send a letter...really poor customer service! They keep billing me but never contact me to see if I needed maintenance-also, the answering service (during the day). Is rude and can only pass on messages...no info! read more

Paid $5,177.50 for New AC unit and 2 years later the Evaporator Coil broke. Parts were covered but not labor so it costs another $2,327.40 to fix + the leak test $405.00. + service call $109.95. On a separate instance I was charged $109.95 + $330.00 to replace a Vinyl Tube ($30 part). They said they would give me a discount because of that but I never got it. Shady charging and Terrible quality that broke after only two years!! read more

I called Issac to replace an igniter on my gas furnace and have inspection and cleaning done at a same time. They charged me $450 for igniter alone ( $40 part ) and $150 for labor. I could not afford to have my maintenance done at this point. Two days later my furnace stopped working. They came back and adjusted the ignitor. I would not recommend this place to anyone. It is going to cost you. read more

We have been a customer for at least twentfive years or more. Very disappointed in the service we have received this past week. Had a young man come out to give an estimate on cleaning the air ducts in our townhome. He changed the quote on us at least 4 times during the time he was in our home. I asked for a written, itemized quote and requested it to be mailed to my Email address. He sent a quote the next day to my husbands Email and we could not open the PDF file. I called the office and asked for an itemized bill to be sent to my Email. Allyson sent a quote but did not include the inferred light. Called the office, requested once again for the total itemized bill. I was told I was eilgable for a coupon. Called again today, no itemized bill and by the way you can't use the coupon. Coupon was $75 off the sanitizer for the duct work. We were going to pay $499.00 plus tax for the inferred light in place of the sanitizer and because of that we could not use the coupon. As a business major, this makes no sense to me at all. Called another company with 5 star reviews and getting the air ducts cleaned for $200.00 less than what Isaac quoted me. You lost a loyal customer and the new folks that bought the company are slowly ruining the Isaac name. Ray, I think you still own a percentage of the company, are you listening? And, to add fuel to the fire, the young man that came to give us a quote could not add, even using the calculator app that was on his phone. Wet behind the ears in my opinion. read more

Furnace blower would not run. Called Isaac Heating and Cooling and was quoted just over $109 for diagnostics to identify problem. I told Isaac that the fault code identified a blower ECM (Electronic Control Module) failure. Technician arrived that evening and I immediately told him the flashing error code for blower ECM failure. I agreed to the ~$110 diagnostic service. He opened the furnace and said I have a flashing ECM fault error code -just what I just told him. He said I would have to pay an additional $300 for "advanced diagnostics" with his advanced diagnostics code reader tool. (later, the technician said he misquoted the advanced diagnostics charge and it will only cost me about $230.). Reluctantly I agreed. A minute later, his "advanced diagnostics tool" identified a faulty blower ECM! DUH! Technician could not determine a cost to repair because the supplier's computer was down. The next day, Isaac called and said the cost to replace the faulty ECM would be -$1,300. I told them that I would think about it...... I resent being quoted one price for diagnostics (~$110) and then being charged an additional "advanced diagnostics fee" to confirm what we already knew! Total diagnostics charge by Isaac was $ 361.75. That is three times the diagnostics price originally quoted. Needless to say, the furnace blower was repaired two days later - BUT NOT BY ISAAC Heating and Cooling. read more

Our furnace was 40 years old and although we had it cleaned and serviced every year, by Isaac, because of its age, if it were to break down the parts for this furnace were no longer available. The salesman, Jeff was very knowledgeable and helpful through the process of purchasing the new furnace. Our new furnace was recently installed and we could not be more pleased with the service we recieved. The workers were courteous, and very professional and neat. read more

My heat went out so I called Isaac Monday morning November 22 who installed the new Rheem unit in our house in 2015. I was told they could come to fix it on Friday December 3rd. Really, so no heat for almost two weeks! Obviously they have grown beyond the ability to cover customers and equipment they installed. The advertisement I see on TV and elsewhere say they are there for you 24/7. That seems like false advertising! I found another local HVAC company that came the same day (Potter Heater & Cooling). read more

Use literally anyone but Isaacs. They will take $50k+ of your money and leave you with inoperable, disfunctional heating/ac throughout your entire house. Then do absolutely nothing to help you. They will say over and over how they will make it right. When in reality they will do absolutely nothing to fix the problem. It has been nothing but a nightmare trying to work with Isaacs. I could not regret hiring them more. It's been 6 months of pure torture. read more

I called Isaac to get a free assessment and analysis of our energy usage in our home . Jason came out to our home and did a very thorough job teaching us about where we could save $. He was extremely knowledgeable and charismatic. His communication skills were excellent . He was very patient answering all our questions and very professional . It is a pleasure to experience a company that hires someone so competent . Although we decided to not go with the company for a new air conditioner s d furnace , we will keep them in mind in the future read more

Moving into my house last year right at the start of January and the furnace was busted. Through insurance I was assigned someone from Isaac and he did a great job in diagnosing and keeping me informed. Now that my A/C is losing efficiency, I gave them a call. They were able to get someone in to see me the next day, who again did a great job diagnosing and keeping me informed. Going over my options, I decided to go with a new unit and the project manager was able to come out the same day, and very fortunately given the bad timing of being in the middle of summer, I'll have a new unit in less than a week. Everyone has been very professional and courteous every step of the way. read more

We are subscribers of Isaac's Gold Plan and have used Isaac for our plumbing, heating, and AC needs for several years now. We woke up this a.m. to find water coming up through our finished basement floor and pools of water in a number of places. Called Isaac right away and was told they could not get to us for 2 days even though they advertise 24/7 emergency services. Called AP Plumbing and they were at our house within 2 hours of our call even though we are not routine customers. They immediately assessed the situation and came up with a plan for determining the source of the issue and remediation. Extremely disappointed with Isaac's response to the issue and extremely pleased with AP Plumbing!! I guess Isaac's 24/7 emergency services means we will take your call but won't necessarily come to your assistance within that time frame. read more

Update: Followed the directive of Eric K. and called. I got the Regional Manager, but he would not give me his name said he didn't have too. My understanding is unless you have a service contract with them or it's an emergency equipment failure they schedule up to two weeks out for a sales person to meet with you. So, their business model seems to boil down to unless they know they will make immediate money from you- you can sit and wait at the bottom of their list. I wonder if Eric K. will follow up with another customer friendly comment on how Isaac Heating would be pleased to help. Good luck with that....... read more

I have used them for at least 30 years for the home I live in and over 6 years for a home that I rent. They have put a new furnace and air conditioner plus a hot water tank in my house. They also put in a new furnace and a tankless hot water tank in the rented house. There was a problem with the tankless water heater and when they were out there fixing the hot water tank, they discovered a pipe in the basement was leaking and they said to make an appointment to have it fixed. My niece made an appointment for that and wanted them to fix the toilet. She also told them that the water in the shower would get real hot and then real cold. They sent someone to fix it and all they did was to give me an estimate. The guy said he could fix it that day but he decided to come the next Monday, so they charged me a service call of $107 and over $800 for the work. My niece says that it is a little better but not fixed. So I am done with them. I need a new hot water tank in my house but they sure aren't going to do the work. I thought most business' gave free estimates if they did the work. read more

Just had my water heater serviced with Jake from Isaac. He was a friendly and very thorough young man who went the extra mile to make sure I had all the info I needed on my appliance. I am a gold seal member with ten plus years of experience with Isaac and I believe they are the best in New York State. Thank you for your great service and peace of mind. Tricia Bailey read more

The company's policies are price gouging and unfair. My daughter's furnace was not working and she called Isaac. They told her that she probably should get a new furnace, since her furnace was almost 13 years old. This was very upsetting to her, and she called for another estimate. The other company told her that she had plenty of life in her furnace and fixed the problem for $450. The worst thing was that Isaac Heating charged her almost $200 for the visit where they misled her. She called to see if they would be willing to refund part or all of the $200, and the Service Manager would not consider it. Our family and friends will never do business with Isaac again, as we feel they work on bad faith and do not value the good will of their customers. read more