I have been a client of Snell for over 10 years and used to give them high marks. Not anymore! Over the past couple years their service has gone down hill. I've had service contracts with them and been told I had to wait 4 months for an appointment. It's as if they are doing me a favor. They don't care if it's an emergency you just have to wait until it's convenient for them. Today I called about a leak and was told I had to wait 2 weeks. I explained that I can have water leaking for 2 weeks but she didn't care. So even for emergencies - you have to wait. It's a shame they used to be good. I called Michael & Sions regarding the leak and they'll be here in the morning. read more

We purchase a heat pump system to replace our existing system. Both the selling team and the installation team were excellent. A day after we purchased the unit, the installation team came early and performed a flawless installation. read more

These guys do such great, quality work! They were here in the fall, then Charles was here in March to do the annual A/C tune up on both systems. The 14 year old A/C unit is as pristine as the 2 year old unit! No other company has been so meticulous. Charles also thoroughly explained everything to me when he was done. I highly recommend Snell HVAC. read more

Snell Home Services - undefined - Heating & Air Conditioning/HVAC Near Me - Sterling, Virginia

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The installation of my new system went great, but I definitely think that Snell price gouges. When you lay out well over $10k for a single system and the wall thermostat installed is a baseline Honeywell, you can only imagine the markup on the whole system. 7 years ago at a different house in the DC area I installed 2 16 SEER units for less than I paid for my new 14 SEER unit. And sure, materials prices have gone up over the past few years due to covid and supply chain issues. And yes, NOVA is an expensive part of the country -- but I'm pretty sure the guys putting in these systems aren't seeing much of a pay increase. Snell is professional and reliable, but I have a hard time feeling the price was right and I should have been more patient and gotten more quotes. read more

I have been using Snell for the past five years since I bought my house. They have always done great work in the past, but I've had some pretty negative experiences with them recently. A year ago we purchased an upgraded air handler from them and they installed it. It was only a year later during a check up servicing call that their technician discovered the air handler had been installed backwards. They sent out a technician to re-install it correctly within a week after the service call. However, the technician left without ensuring the access door to the handler's filter would close properly and stay shut. I will have to call them to come back out a second time to complete a job that should have been accomplished correctly the first time. read more

I used to be a happy Shanahan Heating and Cooling customer, but Snell bought Shanahan a little while ago. On 7/25/19, Snell sent me Gary to do a service on my AC and heating. Gary did a really professional job and gave good clear explanations about concerns I had about my unit. I was impressed enough to sign up for a service contract. read more

I signed up for a $59 heating system inspection. They were super easy to schedule and they kept me informed before the day of the work. The tech was prompt and courteous and checked my system and answered all my questions. He even suggested I call in February for an air conditioning tune up. Great service read more

NOTE: Its a long read, but may save you some $$$$$. They may be good just for maintenance when nothing is wrong but if you need something real fixed, I wouldn't recommend. They were so bad that they caused me to do my first review on yelp. We went with Snell because of the great reviews we have read. We loved that it was a family owned business. I have to say that the customer service and technician was great... UNTIL... it wasn't so great. If you can't couple great service with competitive prices, it kinda downgrades the whole experience. Day 1 without heat: Our heater broke. It was blowing gas, but wouldn't ignite. Snell came on a Friday and fixed it (YAY!) for $253.00 (with coupon). I know... a little pricey, but we were just glad to have heat. We left the house and 4 hours later, we come back home and its not working again. But this time, the gas isn't even blowing. So we were worse than we left off. Day 2 without heat: We called Saturday morning and let them know that whatever they did didn't work. They came same day. We were impressed. The technician stated that he thought it was one thing, but that he was wrong. He said we would have to get a new gas valve (which by the way was working until they came and "fixed" our heater) replaced instead and that it costs $684.00!!! They didn't have the part so said they would special order it first thing Monday and that it should get in on Tuesday or Wednesday. Day 3 without heat: We did some research and called the manufacturer and found the part actually costs $132.79!!! I'm not stupid, I understand any business no matter how awesome they are need to mark up their parts to make a profit, but if the part costs $132.79 and they are charging $684.00. They are basically saying that their labor and warranty is $551.21 on top of the $253.00 I already paid them for NOT fixing the heat. Unacceptable. Day 4 without heat: We called and asked about our part. They said they are working with the manufacturer and it may take up to 7 more days when they quoted us TODAY. (I think they just forgot to order the part). We asked them to give us a break down of the price. What they were charging for the part, the labor and the warranty so we could decide if they were charging us a competitive price for the part. They said they don't do that. Then it got shady. They wouldn't answer any of our questions and they just kept saying they don't do that.... that its just a lump sum price. We asked if we could just order the part ourselves because it was so much cheaper to do so and if they could just install it. Again, they said they don't do that... lump sum price... (I guess we were asking too many questions...) Day 5 without heat: We called 3 other HVAC companies. Fairfax Heating & Cooling gave us a great quote. The exact part (gave them serial #), labor with one year warranty is only going to cost of $350 TOTAL. Includes free service agreement (inspection now and one in the spring.) AND they are coming WITH the part tomorrow. 1 day turnaround. hmmm... $350 vs. $684 (not including the $253 I already paid).... its a no brainer. We're going to call Snell tomorrow and ask them to give us our money back for NOT fixing our heat (minus the $99 they charge just to come out). We'll see how that goes. Their service might be great in terms of smiles and customer service, but my experience was that they rip you on price. read more

I talked to 3 different HVAC companies in the Northern Virginia area. Knowledge Overall, Snell came across as the most knowledgable. The sales person was able to articulate difference in different models. He was able to explain sizing and air quality decisions. As far as being able to talk about different products and requirements, Snell was good. Price Snell came in a bit higher than everyone else but not unreasonably so. We talked about price, and they did give me a price match. I felt like I was getting a good deal for what I was paying for. Service After the deal was done, the service department came into play. They finished my HVAC/Heater install in one day. It worked great. I don't expect many problems either. They had to come back to clean my vents and relocate the HVAC's drain pipe, but their vent cleaning machine broke. No biggie, but I do have to take off more time from work. Company There is a disconnect somewhere between sales and service. The vents in my house make noise due to expansion and contraction. I told the sales person about this, and he told me that a new HVAC would take care of it. When it didn't, I let Snell know. The service department arrived to fix it and said they couldn't do anything about because we have thin vents. It was one of my top concerns when I bought the HVAC. It does not look like it will be fixed by Snell. read more

This company does not have stand-up guys, far from it. MY HVAC was checked and maintained by this company in the past and it looked as if the coolant was leaking. The technician told me there are only two solutions, refill coolant or replace machine. I asked him isn't there a third option, to fix? He said yes but to find the issue would cost as much as to refill and even then they might not be able to fix it. My opinion, that doesn't sound very honest to me. He was trying very hard to sell me a new HVAC and their maintenance plan but why would I do business with a company (even something as maintenance) when they won't even try to promote/conduct repairs? They recently called me again trying to sell me more services. I would say if they are looking to attract and retain more customers they need to shift focus to providing better service and conduct actual repairs then just marketing and pushing costly choices. Adding coolant to a leaking HVAC will only delay the problem for another day. My experience with the company felt more like a salesman then a repairman to me and that is a shame as one would assume they repair. read more

Warning: I spent the last two weeks without air conditioning, so you may not want to trust my opinion. My old system was complete crap. It broke every time we went on vacation and this latest time, was pretty much beyond repair. After shopping around, I decided to replace my AC and furnace from Snell and snag the tax credit. I went with them for a couple reasons, among them was because I didn't get the used car salesmen I was expecting. My options were explained clearly, including how to save money if I didn't plan to stay in house. The install guys were so nice, I wanted to punch them and offer a reminder that no one in the Mid-Atlantic is that pleasant. They greeted me, were exceedingly polite, explained everything I could ever possibly want to know about the new system, rewired a previous botched install of our humidifier, wrote all the model numbers on one piece of paper to make warranty registration easier and baked a batch of cookies. Okay, they didn't bake me cookies... but I bet they would have if I asked nicely. The whole experience exceeded my expectations. Spending that much cash on home repair is never an easy pill to swallow, but at least working with Snell gives it a chocolate coating to make it go down easier. read more

We contracted with Snell to provide our annual service for both our furnaces in the fall and ac units in the summer. We were so pleased with services last year, we renewed again this year. When we moved into our home last summer, one of the ac units was not cooling as expected. Snell came out, diagnosed and fixed the issue all for a reasonable price. In this last visit, our technician advised the wire harness on our humidifier was going bad. He said the repair is more expensive due to labor involved in replacing and we may want to consider replacing the humidifier sometime down the road. In the meantime he showed me what to do in the event we notice more static electricity in the house - basically tug lightly on a wire to get the humidifier running again. Their technicians are knowledgeable and professional, not to mention downright polite and friendly. They are always on time and will call if they can come out earlier than expected or if they were delayed by another job. We will definitely continue to use Snell for maintenance service and repairs as needed. Here's hoping we won't have to use them for a replacement anytime soon! read more

After seeing other good reviews, we decided to give them a try when our furnace went out. They came by the next day. James was knowledgeable and got it running again. He wasn't sure exactly what the problem was at first but didn't try to sell us unnecessary parts until he knew for sure. He only charged us for a service visit the first time, with a discounted coupon he told us about. He said keep an eye on it and if it goes out again he'd be back. He had a suspicion it was the gas valve and it turned out he was right. Refreshingly, there was no sales pressure. A week later the heat went out again (as he thought it might) and James came back to make sure the valve was the issue. After putting in an expedite order for the part, Rick came over and fixed it this time for good with the new valve. He also told us of an online coupon to discount the part price. Overall we were very happy with their service and appreciated the discounts they gave us. The customer service on the phone was also top notch. They even gave accurate (!) times of arrival, letting us know down to the minute when they would arrive! We would use them again! read more

Unprofessional. Quit mid job and was very rude about it. Only giving it 1 star because there isn't an option to do none.

We requested the $79 a/c checkup offered by Snell. We were told that, in addition to a new capacitor @ $281, we needed an additional $1261 in repairs. Specifically a safety switch for operation of AC @$281; cleaning the blower motor @ $281; and installation of a media filter for $699. We approved the new capacitor but decided to have another contractor we've used in the past to review Snell's estimates and learned the following: 1. We already have a safety switch for the AC. 2. The blower motor does not require cleaning 3. The ONLY problem with the media filter is that we had installed an undersized accordian filter, which is why there was a gap allowing some air to bypass the filter. Instead of a new media filter @ $700, we just needed the correct filter (16x25 instead of 16x20!) Thankfully we did not proceed with the unneeded work and expense. Whether the capacitor was bad I'll never know. I do know when Snell came out the previous Spring for the $79 checkup, everything was said to be fine including the capacitor. All in all a disappointing experience. I suggest Snell review this situation. It may have been a one-off. read more

I got an offer from Snells via Angie's List Big deal for a $69 21 point furnace tune-up. It was great. Ben was my service tech last year and when I mentioned how pleased with his service last year, they offered to send him out this year. Ben showed up w/i the prescribed appointment window (and Snell had called to confirm and reschedule if I needed) and introduced him self. Looked at the furnace, looked at thermostat, and turned heat on. Asked numerous questions about status of use, any problems, concerns, etc. He was very careful about his tools and my home, put little booties on. Asked about the AC, explained their program about also servicing the AC unit in spring, made sense to me since, I had not gotten that checked. Explained the service program, asked if I had questions, no pressure. When he finished, asked if I had any Qs about the work today or the AC program. I decided to sign up for that since I believe, a pound of cure is worth an ounce of prevention. Again no pressure, just doing the the marketing for company. I had no problems with it. So that was it. Ben was professional and asked what I believe to be all the right questions. I highly recommend Snell and Ben! read more

You see that review below? Obviously a fake one - this company is well run, but they seem to focus on selling replacement units or high priced coils and compressors - geez i paid $240 for a capacitor - whaaat? And felt some pressure to replace the heat pump ( before determining that it just needed a capacitor - one i could buy myself for $25 The technicians are nice and clean, but come off schlocky as they are commissioned on sales and have weekly/monthly sales contests - they probably incentivize overpricing, too - would not surprise me - undortunately this is the way many HVAC colpsnues are run these days - maximize the per call revenue read more

I received the $39 furnace checkup but right away they started with the scam about the cracked heat exchanger and the need to shut down the system and the grave warnings about CO poisoning. Immediately they sent a smarmy salesman who wouldn't even give me a real quote until I was ready to commit on the spot. These people are the kings of smarm. Everything they did was the same playbook read more

Snell was supposed to show up today for a water heater service call but no one showed up and no one called me with an update too. Not sure why but this is unprofessional on their part. :-( read more

We just had a brand new HVAC installed. Our Salesman Ben was very informative and professional. He sold us exactly what we needed and didn't try to "upsale" us on something we didn't need. He explained why he chose the unit and financing that best fit our needs. The Installation Crew of Howard, Raul; and Juan were also very informative and professional. They answered all of my questions and gave me a very detailed "class" on how my new thermostat worked, since it was a HUGE upgrade for us! I HIGHLY RECOMMEND THIS COMPANY AND THIS CREW! read more

Definitely would NOT recommend this business. We had done business with Shanahan's HVAC for years and they were great. Owner retired, Snell bought them out, and service tanked. I had an HVAC maintenance contract with Shanahans. Snell took it over. When they came out for the annual review (which Shanahans had done just 12 months earlier), the tech found a ridiculous number of problems and tried to upsell my wife on what we needed to do. Left a really bad taste. Because Shanahans installed my HVAC, I assumed Snell needed to service it so when they offered a $79 HVAC special (July 2022), I called to make an appt as my system was not working properly. After several minutes getting all my information and setting up the service call, the rep said "we've been forced to institute a $25 service call fee to help make up for gas prices." I pointed out that we live in Springfield and their business is in Sterling - so a $25 fee for "gas" is totally ridiculous. I told them that this was false advertising and it WASN'T a $79 service, it was a $104 service. They told me it wasn't false advertising, it was the sign of the times, and necessary. I told them it was akin to a service station advertising an oil change for $19.99. However, once you get there, the manager tells you "Oh, you wanted a new oil filter with that oil change? That's an additional $20." These guys are snake oil salesman and I recommend you find someone reputable with good customer service and an above-board business model. read more

This is a really good, family owned business. From the first phone call to the repair work for our heating and air conditioning system, the Staff were very friendly and efficient. Good customer support on phone, and great professionalism in person. I would reccomend them to any of my friends without reservation. read more

We have been using Snell for a few years now and they have always had outstanding service. This past winter we had a few issues with our heating system and they were always very prompt in coming out to take a look and helped us resolve the issues quickly. I didn't think their service could get any better but it did...a few weeks ago, during one of the hottest weeks of the summer, I came home to find that AC dead and a burning smell coming from our vents. It's a fairly new unit so I didn't know what could have happened. Snell was out the very next day and was able to diagnose and fix the issue ASAP. Our usual technician is Lloyd and I always request him when I call to make an appointment. He's very knowledgeable and makes sure I understand everything I need to know. read more

2nd time I've used Snell, first time was for really high bills and I was extremely unhappy with my previous provider.. The ones who should sing 'If you can't, we can't either, but we'll ask you to replace the who damn thing" :-) Snell came out - checked everything, identified 2 issues 1st wiring & 2nd was a default thermostat setting issue ( an owner issue where someone aka me didn't read the manual ) Also got some recommendations on making the place more comfortable for the winter too. Signed up for the service plan, had to wait several weeks to get someone to do service,which was the only gripe I had - but David came out, was very knowledgable, serviced / cleaned and sorted out some minor issues without making a big deal about it. read more

Had a problem with my 2 systems about 5 years ago now. Had 2 other companies out to look at them that couldn't figure out the problem and said that it needed to be replaced and quoted me a system. My neighbor referred me to Snell, these guys came out, diagnosed the issue for both systems in less than 30 minutes, gave me the cost for repair and didn't even mention a system. I did the repair, and signed up for them to check my system twice a year and have not had a problem since, these guys have never missed an appointment, or even been late. Thank You for Your Service Snell read more

Another review here from a former Shanahan customer. I just had my HVAC check -- the technician was efficient and skilled and I was extremely happy with my service. The problem is that Shanahan and Snell have been bought out by a huge national company that seems intent on playing games with how services are priced For example, an annual contract costs $150 if you allow Snell to debit your credit card each month -- but $175 ($25 more!!) if you pay the full contract cost upfront. I guess the new owners assume that a "club" with monthly dues makes customers less likely to skip a heat/ac check or to price-shop. Sorry, Snell, If you want me to be a loyal customer, do it by delivering exceptional service at an honest price -- not by holding my credit card hostage. read more

Great service! Justin was very professional and explained to me what happened that caused my air condition to stop working. He also was kind to explain to me my options when it comes time to replace my unit so that I can plan ahead on how much a replacement will cost me. My unit is over 18-years old and the cost to fix it was very reasonable. Very happy customer and I highly recommend them. They were recommended by 2 coworkers as well! read more

We have a contract with Snell to perform the annual maintenance on our heating and cooling units. I mistakenly discarded the postcard they sent to schedule our service, but have now switched to email notification so we don't go through the winter without our system servicing. I was contacted by the office staff during my service window to inform me of where the technician was coming from and when I should expect his arrival. Kevin was professional during the service. Wore shoe coverings while in the house and I hardly knew he was here until he needed a signature to document the service. read more

I closed the deal with Julian on late Tuesday night and the team was able to do the installation the next morning! Jesse gave me the details on the team as the ink was drying. They arrived on time first thing in the morning. Dan, Cal and Greg were a great team that stayed active all day. Seriously over 12 hours! They installed a new Hot water heater and an 18 Seer Lennox Heat Pump with Honeywell Humidifier and Honeywell Home Thermostats. My 17 year old system was tightly packed into the basement. I think the basement was built around it. They replaced everything...ducts, hoses, fuses boxes, wires and pipes. Everything was insulated and finally brought to code with new sensors and alarms. After working all day, they ended the evening cleaning up and taking me through the system in great detail. It has only been a couple hours but everything is running great. I talked to several vendors when making my choice. I liked several of them and they dealt with my silly process. Julian was very thorough with his pitch. He told me about the factors that differentiates them from the others. I believe I made a great choice. Merry Christmas! read more

This business is not trustworthy. Despite the fact that I had already purchased a service contract they tried on three separate occasions to bill me $ 99 for a Spring maintenance check on my AC unit. They also imposed a $ 20 "fuel surcharge" on their visit as a way of squeezing me for even more money. The technician claimed that I was "down 2 and 1/2 pounds of refrigerant" even though my unit was running fine and is still running fine over a month later. He informed me that it would cost approx. $500 to add refrigerant, and approx. $ 700 to do a leak check (although he could not guarantee that he could locate a leak. He also quoted me a price of $ 15,000 to $ 18,000 to install a new unit. These prices are outrageously inflated and wholly unbelievable. This seems to be another business in the HVAC field that takes advantage of customers and gouges them for as much money as possible. Sadly, there are too many of these companies in this field. I would never do business with them, and certainly never purchase a service contract. This is only a means to gain entry to your house so that they can "find" additional billable problems. They even cancelled my first appointment because it was during a hot spell and they could make more money on customers whose AC was not working. So much for having a service contract! This business is incredibly difficult to reach by phone, and you usually are on hold for many minutes. Snell is lacking in honesty and integrity. read more

These guys are awesome. We have three air conditioning/heater units for our home, and they are carefully checked each time the Snell people come out. (we see them twice a year for the semi-annual check). They are prompt, courteous and helpful. I am the sort of home owner who likes to watch and ask questions and they never make me feel in the way or troublesome. James had a lot of very good info and taught me a couple things I wasn't aware of about our systems. We are very happy with them and I highly recommend their service. read more

I am very please with using Snell and the top-notch service I receive everytime I need help with my HVAC systems. They have been doing tune-ups for me for the past 3 years, and my heating system was built in 1988 and my AC in 1998, both are still working fantastically. The technicians have always been reliable and polite, and I never feel like I am pressured into anything and always feel like they are on my side with the repairs. I have dealt with some other service providers in the past that consistently leave me feeling like I have been overcharged and taken advantage of, but never with Snell. I have older heating and A/C systems where it would be easy for someone to come in and tell me I have major issues and convince me to replace them, but I always feel like the Snell techs are honest and open with their opinion of my system and whether or not it is all in working order. Recently, I have had inquiries into my systems as a result of selling my home. I have moved away from my house and had a limited window where I would be able to get a neighbor or friend to come over to the house to allow the technician inside. The first time we tried to do this, it did not work out, perhaps more on my part and schedule than that of Snell's. However, I was offered to receive the service free of charge and was able to quickly schedule another visit within a tight window that the tech made with no problems. I really felt like Snell has bent over backwards for me, and I will always recommend using Snell to any of my friends and family in the area. I wish I could take them with me to North Carolina! read more

Instead of trusting my gut feeling after two encounters with this group, I continued giving them the benefit of the doubt - big mistake. A young man came to my house - at a cost of $108 to fix a leaky boiler system. While he was polite and professional, he informed us that replacing the leaky boiler valve was not something he felt confident addressing. After a discussion with someone at the group's main office, he explained that the additional cost would be $730. Upon further inquiry, they told me the job would require two men and could take the entire day. We agreed that I'd give it some thought and call back. I then located the needed valve for a cost ranging from $35 to $54. I then called Snell again and asked to speak with the manager. The person said the manager wasn't available. Even after additional attempts to reach the manager, it became evident that the manager did not want to talk with me with excuses ranging from "that manager no longer works here" to "sorry, he's really busy but I can help you." Eventually, Snell said they were willing to replace the valve for $600. A few days later, I called to set the appointment. (NOTE: When you call, be prepared to hear appx 3 minutes of a recorded advertisement message ... before there's any chance of anyone answering.) Nonetheless, a nice lady eventually answered and re-directed my call to "dispatch" where appointments are made. After a 7-8 minute hold, no answer. I called back, spoke with the same lady, however, this time she sent a message to dispatch with the details of my situation, the estimate particulars, and a request that they call me asap. I waited until mid-morning of the next day and still did not get a return call. Frustrated, I reached out to a local plumber; he looked at the situation and said he'd take care of it for $175 and that the job shouldn't take any longer than 30 to 40 minutes. (He located the part at Home Depot at a cost of $35.) Bottom line, my initial suspicions were proven correct. My advice, do not trust Snell, call another group instead. You'll save considerable money and will save tons of aggravation. read more

I called Snell on Sunday evening after my air conditioner stopped working for a couple of hours, and they were able to send a technician to my home the next morning before noontime. Franco was a knowledgeable professional who showed up on time and explained each step in detail as he inspected my HVAC system. I trusted Franco fully as he told me what was and was not operating up to the manufacturer's specifications. I never felt like he was just there to sell me something or recommend unnecessary repairs. Franco also showed great respect for my home and family by wearing his shoe coverings and protective mask whenever he was inside my home. Thanks for the great service Snell. Please tell Franco to keep up the great work. read more

My air conditioning needed repair. I was able to schedule an appointment for the very same day. I am very impressed with this company and its extremely nice and helpful employees. Excellent customer service! Julian was my technician and he was very knowledgeable, professional, personable and thorough. He quickly was able to repair my air conditioning and explained everything to me. I felt that the pricing was honest, fair and reasonable. Thank you! read more

The resolution: After getting the VA Atty General's office and BBB involved, Snell's Operations Manager Andrew Horensky reached out. He was professional, polite, and apologetic. In an attempt to make the situation right, Snell installed the correct unit at cost - a significant savings for me. I've added two more stars because of Mr. Hotesnky's efforts. read more

This company's quote was twice as high as any others to replace my furnace and AC. I used one of their coupons to get a seasonal checkup and asked for a quote to replace the furnace. Their quote was over twice as much. I also thought that the things they found wrong with my furnace were odd. So I got a second opinion from a different company and they disagreed with Snells. Definitely thought Snells was a scam. I really regret trying one of their coupons to save money. read more

Dakota is the best! He punctual, covers his shoes, always friendly and very detailed. He never suggests anything that doesn't need to be done right away and I always trust all of his recommendations-- I APPRECIATE THE HONESTY! read more

To Charlie H. at Snell: I can't find a way to provide you the information you requested via Yelp. If there is an email where I can reach you, I'll be happy to provide information. UPDATE: A highly competent SNELL technician, Bogdan Neskorodev, came out Sunday afternoon and identified what appears to be a defect in the furnace and it is in the process of being repaired. This was after another company had been willing to come out and get the furnace restarted early Sunday morning. Though Snell did eventually address the issues, it has been a challenging process, as noted in my original post. ORIGINAL POST: We had a new furnace installed by Snell late summer 2020 and have continued routine maintenance with Snell since that time. Three weeks ago we had a routine maintenance check and the following weekend, the furnace went out over night. I called at 6:30 a.m. that Saturday morning (one of the coldest to date) and was told our service window would be between 10 a.m. and 2 p.m. I called again at 2 p.m. and was told the tech was running late. At 4:30 the technician appeared, fiddled with the furnace, asked if we had had a power outage (we had not) and got the furnace going again by 5:30. Now it is Sunday morning 1 week later and the furnace went out again on the actual coldest night of the year! I called at 6:30 a.m. this morning and was once again given a service window of 10 a.m. to 2 p.m. even though I informed the phone staff both about our lack of heat and the prior servicing. She said "we have lots of people without heat." This obviously doesn't speak well for their products or their service! Last week I also left text messages with Snell and was told I would hear back from someone within 4 hours--that never happened. Yes, I am a very dissatisfied customer. This furnace cost about $15K and it should function properly. Snell appears to be strong on sales but weak on product and service. The final result is that at 7 a.m. this morning I called Climatic who scheduled us within the hour. We have to pay for the repair but at least we won't be sitting here all day in a frigid house. read more

Very good experience. I called in the morning for a furnace which was blowing cold air and they were able to get a tech out same day. He explained the issue and fixed it at no extra charge (aside from the dispatch fee) and performed general servicing for a very reasonable additional fee. He communicated well about the cause of the issue and gave good advice on how to care for the furnace. read more