With this company, the customer is never right. I know where to begin. We were with Heritage for about 11 years, starting soon after building our house. The nightmare started that 1st winter with them. I had to call them out after our furnace shut off. At this point we didnt have a contact with them (with a new furnace who would think you needed one). Well it took multiple technicians over multiple days to get the furnace working properly and I took notes as technicians criticized the work of prior technicians as the reason for the furnace not running properly. Knowing we didn't have a service plan and that the multiple technician visits would cost us, I went and talked to a manager. I presented the manager my notes and he admitted they would have charged me alot of money had I not paid attention and he apologized and asked me to stay on with them them and to start a service plan with them. I unfortunately agreed. Then year after year we had to fight to correct their billing errors and each time the office staff would be dismissive and belittling as if we were in the wrong but of course it turned out that we weren't. One time, more recently, I had to again go into their office to talk to a manager but this time it was another billing screw up that I could not settle over the phone (totally dismissed me). I presented my paperwork and the manager admitted they were wrong and also admitted how screwed up the office was and that because of other customer complaints he was in the process of modifying the management of the office. Then 2016 I had Heritage service and clean our furnace before the upcoming winter. To our surprise we got a bill for the cleaning when we have always had a full service plan that covered cleaning. To our amazement, the office then argued that we had changed our plan from a full service plan to a basic plan that didn't. Why would we do that? I Had to work out a deal to pay more to upgrade back to a full service plan and less than 2 weeks later, the terms of the agreement were changed and now they want to inspect my furnace cause it is 10 years old to determine eligibility for a full service plan. The only ones who have touched my furnace over the last 10 years is Heritage and every year they clean, service and evaluate the furnace, including the prior month and now they want to inspect it for eligibility. What the?Than in the middle of the 2016 winter I had to get Heritage to come out after the furnace stopped working. This was during one of the coldest days of the winter. I was at work when the technician showed but my daughter was home. My Daughter reported to me that the tech worked on the furnace than left with it apart saying he would return. The tech did not return. As soon as I had a chance I called Heritage to get an update on my furnace and to my amazement, was told by the office that the heat was on. I told them that it was not on per my daughter. Belittling me in the process, they insisted it was on. I than contacted my daughter who sent me a picture of the disassembled furnace motor. I called back heritage and again had to argue with them that I had no heat. That was just unbelievable to me, they were rude on top of being wrong. Well after 2 days of no heat and a new motor and a relay, heritage is now saying that we have to hire an electrician, that we have a problem with the house wiring. My house and furnace is 11 years old and Heritage are the ones to work on anything in my house. Who you think screwed my furnace up.
September 2018: switched to Bottini in February. They had a technician service my furnace and that was it, absolutely no problems. Technician reported that there was an eye sensor that was not clean which I think is the thing that Heritage Energy missed. Under Heritage we had issues for 10 years from furnace turning off multiple times a year to billing nightmares and as soon as I switch to another company