Reimer Heating, Cooling & Plumbing — Local services in Town of Hamburg

Sorry, this is long, but it was bad.... We arranged for Duffett to install a new gas line to switch from electric to a gas cooktop. They were quick to respond and always friendly, but unfortunately it's the end of the positives. They left my house unsafe multiple times. We smelled gas the night of the install, but hoped it was just residual gas from the install. The following morning we could smell it on the second floor and have no hot water. I called Duffett at 7:45am and they arrived about 3 hours later. The tech first agreed to only checking the new work, telling me he would have to charge me if I wanted the original pipes checked. I'm pregnant with twins, have a young child and need a house free of gas, so I called their office. The office girl confirmed with the manager that they would not charge me for the check, but if they found something in the original pipe, there would be a charge to fix it. No charge if it was in their work. (House is about 40 yrs old.) Fine, I need my house safe. The tech (same one as the previous day) found NO leak, but we told him that he hadn't relit our HW tank the day before. A few hours later, I smell gas AGAIN so we check ourselves and are able to find the leak in their work. I call again and they send a "more senior" tech to repair it. He does. I ask the manager to call me and request a discount. He called 2 days later and could do 10%. The gas smell RETURNS 3 weeks later. I check and find the leak AGAIN. The fitting is crossthreaded and the pipe sagging, pulling on the fitting, from not ever being properly supported. This is Saturday morning and the poor tech is buried and tells me his manager said the best they can do is to come out on Monday to check it. I have to push and ask the manager to call me (which he doesn't do and instead makes his tech keep calling me) before they concede to come out that day. Tech replaces the fitting and supports the pipe. Oh, and didn't relight the hot water tank that time either. And they didn't place a proper cap on the line where the cooktop was to be installed, just the shutoff. So dangerous... And truly, I was always very polite and understanding with them, all of the staff is very friendly, BUT a gas leak in your house is serious and I just can't believe they couldn't get it right THREE times. We still had to show the tech where the leak was on the last visit. I was surprised the manager or someone didn't reach out to me to ever apologize. Every time I had to call it almost sounded like they didn't believe me. We're just worried about problems they might leave in someone...

We had Reimer in on 12/26/24 because our 30+ years old boiler seemed to be leaking (it was still heating the house just fine - the pressure relief valve was working overtime for some reason.). The positives were the person who took the call and the how quickly an appointment was available. The actual call was not good. First, Scott Skora had not read the ticket so he had the wrong reason for being there. Then, he proceeded to try to sell us on the need to replace the boiler. Luckily we had been warned that Reimer had tried to scam a friend so we were ready to question any recommendations that cost$ 3 years ago we had Reimer in to consult on the need for a new boiler and that technician (not Scott) was clear that there was no need. Scott, on hearing that, did not believe us even when I said the receptionist who took the call was able to look it up and confirmed it. More than once Scott seemed to imply that it didn't happen. (so basically calling me a liar) The reasons he gave for needing a new boiler were: CO2 emissions, deterioration of components as evidenced by the debris, and the improvement in efficiency with related cost savings. First, CO2 - he never told us what the reading was so no way to tell if it was dangerous. Second - that debris has probably been building up for decades and did not seem to effect the moving parts, I mean I don't open up the case and clean in there. It's probably just 30 yrs of dust and dirt. Scott provided no specifics and which part(s) or mechanics could be causing it, if any, and which might be negatively impacted. Third, efficiency - Scott said we we would be the losers if we didn't replace it because we could improve efficiency by 20-25%. When I pushed back that it wasn't much savings compared to the $15k replacement cost he upped it to 30%. Generously, if I save $600 a year it would take 20 years for break even? I'll probably be dead by then. He kept trying to convince me that we needed the replacement. He wasn't very professional about it. Insisted he knew best because of all his experience. Yet he never made a believable case. We did have him empty the expansion tank which seems to have solved the problem for now as there has been no more leakage. I read online that he probably should have also replaced the pressure relief valve as once it is engaged like ours was it may not work well. He never mentioned it. We won't be calling Reimer again. Too bad they are either incompetent or mercenary now because the technician from 3 years...

Today , I dealt with mainly with David,the parts manager. Due to an issue on an original diagnostic visit ,a separate visit was scheduled with David . David is a seasoned technician , return visit with James and asked if a trainee Ed could join .There was specific direction and coaching given by David , with he and two techs looking on and rediagnosing each of the furnace components to identify the correct failing part with certainty today. Things were clearly walked through and explained step by step by David to me and the two techs. David stepped away from the two techs for them to do the things he instructed in getting the furnace back up in running condition. He took me upstairs to speak to me away from the group and listen to my disappointment and wanted to understand where I , as the customer , was coming from. I have to say , even as I seemed frustrated or aggravated in my voice with the original misdiagnosis , he held steady. David listened intently and was deliberate in his response. He was not defensive in the least in response to my clear discontent with all that transpired the previous two days. He repeated my concern out load and sincerely understood where I was coming from . He communicated clearly and calmly throughout the entire visit. We both agreed the situation and delays were unacceptable . We also both agreed we needed to find a compromise and consensus before signing off on my job. We came to a fair agreement in the end. Coming from a management coaching background myself , I was impressed with Davids demeanor , professionalism , and approach to solving the problem and most important , leaving me ,the customer , feeling satisfied. His management of the whole situation was impressive . I hope Dave is recognized for this visit and hope he will advance with the company . He is a real asset , and was able to consistently lead by example . The trainee Ed seemed to feel at ease in learning on the job today. David left a great impression and deserves to be considered for advancement in the company if an upper level position ever comes available. I rarely write reviews but I felt this visit and experience was one that...