we had no heat beginning the Wednesday before Thanksgiving, and the issue was finally resolved the Wednesday after Thanksgiving. Brian did a great job of diagnosing the problem on Wednesday and was on hold for quite a while with the Navion tech-support to order a replacement part which was under warranty. My husband was impressed by his problem solving skills and appreciated his efforts. we were fine over the weekend because obviously a failure of the system is nobody's fault. We did become frustrated the following Monday when despite repeated calls we received no callback from the service department. We understand that this is the first real cold snap of the season and that people are busy and staffing can be short around a holiday. But a call to let us know the status of the part and a ballpark for fixing the unit would have been appreciated. My husband missed work in order to stay home with the hope someone would be out. We did at last receive a call on Tuesday after reaching out again to the main number more than once. A tech was sent out Tuesday night who was unable to replace the part. He was great-- but needed Navien tech support for troubleshooting. On Wednesday, Brian and another knowledgeable person came to our house in the morning and were able to replace the part and get the heat going again. I think that Townsend needs to invest in the training and expanding of the number of techs who are familiar with newer units. The rebates for transitioning from oil to natural gas or propane are robust and so the tide is going to keep turning. That said, I understand it takes a while when things are in transition to get up to speed. It does bother me that we are charged for labor when the tech is on the phone waiting to get information from Navien tech-support, but maybe that's standard for all companies. We like Townsend and appreciate the good people working there. My ratings are lower because this was a frustrating experience.
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Response to gas leak from underground tank! Matt was very knowledgeable,had too replace part that were quite old and not working properly as we were not getting gas to our fireplace. He was great representative for Townsend and would highly recommend mend him ! Tank owned by Townsend!
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Brian arrived within hours of my call when our two units of A/C had stopped working in a heat wave. He worked efficiently to locate the problem, got them going and gave clear instructions to get us to Monday when the replacement part could be installed to finish the job.
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I've been a customer of Townsend Energy for nearly 20 years and their level of service, responsiveness, expertise has always been one of the hallmarks of the firm. We have remained a long time satisfied customer because of this consistently high service record.
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Brian come on time to a house that had no heat, the furnace needed a lot of hell and Brian knew what to do. He quietly and diligently assessed the problem and got things working. Great technician and an excellent representative of Townsend..
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Brian was punctual, knowledgeable, polite and a great representative of Townsend Energy.
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Recently had Brian out for a service call (no heat). Brian was very thorough and neat. He was very good about explaining what he did and what parts were replaced to solve our problem.
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Vinnie was great. Polite, efficient & very knowledgeable. Even made some suggestions which I will use! Thank you Vinnie!
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Vinny performed my annual tuneup today and his service was top notch. He explained everything about my equipment in detail and his work very thorough and very clean! Great guy
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Good Morning, Would you please review your customer service experience from yesterday. We appericate you business!
Hi Matthew, it was a pleasure speaking with you and setting up your new Townsend account. We value our customers' feedback and would greatly appreciate it if you could leave a review on the service that was provided. Thank you!
Installed new three-way valve onto Navien, gas boiler and tested heat and domestic hot water operations successfully.
Hi Frank, I hope you had a good experience with Townsend Customer service rep Sarah on the phone. We would appreciate your feed back of how Sarah performed on this call. Thank you again Frank for your business!
Hi Eve, it was a pleasure speaking with you and setting up your new Townsend account. At Townsend, we value our customers' feedback and would greatly appreciate if you could leave a review on the service that was provided by Sarah. Thank you!
It was a pleasure speaking with you today! At Townsend, we value our customers' feedback and would greatly appreciate if you could leave a review on the service that was provided. Thank you!
Tuned up carrier, warm air, heating system with cleaning in Combustion and pressure testing analysis. Leak checked all gas connections.
Good morning! Congrats on your new Roth oil tank that was recently installed! At Townsend, we value our customers' feedback and would greatly appreciate if you could leave a review on how your recent installation went. Thank you for your business! - Heather B (Installation Team Member)
It was a pleasure speaking with you today! At Townsend, we value our customers' feedback and would greatly appreciate if you could leave a review on the service that was provided today. Thank you!
Thank you so much for your enthusiasm about our company and service! We are so grateful for your loyalty and support. Please reach out if there is anything more I can do to help. -Beth R, Customer Success Team Lead.
Tested high voltage power and thermostat signaling from both 1st and 2nd floor AC units. Replaced fuses on each unit, and will return to install new magnetic water switch and redo foam insulation where water drips into pan .
Responded to AC Water alarm, and corrected remote switch position inside outer pan. Inspected all around water pan.
Customer service, fuel delivery, equipment service
