Restano Heating, Cooling & Plumbing

Jan 2023

In today’s world, can you think of anyone who would leave people without heat, communication, and money only because they hold the keys to energy infrastructure? Well.. whoever you may have thought of, this company would do it to you too. Read on.My furnace started malfunctioning and I could smell a car-exhaust-like odor in the house. Called Restano, and they were able to dispatch a technician right away, within a 4-hr window on Monday. The technician diagnosed a blocked secondary heat exchanger that needed to be replaced, all covered by the manufacturer’s warranty. The warehouse confirmed that all the parts were in stock, - just needed to be delivered to Restano’s office locally, which they said could take a couple of days and the office would call me once the parts order was placed, so we could schedule the service. Great! I approved the plan and agreed to pay a hefty $950 labor charge for the work.That’s where the pleasant part of Restano experience ends. Why? Because they knew they got me. The office never called back, so I called them end of day Tuesday. Olivia on the phone was not able to confirm if the parts order was placed and/or give me any status update. She said she’d call me back, but – you guessed it – never did. I waited for another day and called the office again, only to speak with Olivia and get the same answer. No information on the status, parts delivery (or even if they were ordered), scheduling, etc. Instead, she promised to call me back and… never did.So, I started calling around. Spoke with several contractors and picked one of Restano’s competitors locally. Compare and contrast: 1) They were able to place the parts order immediately, 2) called me back within 15 minutes to communicate the estimated parts delivery date (Friday), 3) scheduled the service for Monday, and 4) offered a better price.This was end of day Wednesday. By Thursday, the heat exchanger blockage had gotten so bad that the furnace has stopped working (tripping the rollout switch). Here I was.. Freezing temperatures outside, two kids in the house, no heat, and still no word from Restano..With little hope, I called the competitor again to explain the situation (no heat) and see if there’s any chance the service could be expedited. They: 1) sent someone to go and physically pick up the parts for me from the distributor (Thursday evening), and 2) reworked their schedule to have a technician out to me Friday morning. (Fast forward, - in less than 48 hours from my first call, including ~5hrs of work, they had my furnace back up and running) :)Restano woke up on Thursday. They actually CALLED me (ta-da!) to schedule the service for Monday. At this point they were irrelevant. The office manager, Dawn, apologized and tried to remedy the situation by offering a discount and speeding things up. Mr. Restano called to explain it’s a busy season right now. If they choose so, they might leave an apologetic (or un-) comment here. Bottom line, for those considering Restano, ask yourselves if the apologies would make your home any warmer when there’s no heat. Ultimately, there are those who leave people without heat, communication, and money, and those who don’t. The difference is customer CARE.Services: Heating system repair

Jun 2021

I called restano for a service call and was told that they charge a $69 service fee which is fine and standard. The guy who came out DID NOT KNOW WHAT HE WAS TALKING ABOUT! I got charged $150 for the guy to tape my wires together and not even give me the correct diagnosis. He tried to say my boiler was over 40 years old when I just got a new boiler installed in 2017 then he tried to say I didn’t have a flame in my boiler when there was indeed a flame then told me my stone valves would stop Dripping once the pressure built back up. Well it’s still dripping smh these Powell don’t know what they’re doing

Jun 2021

I had an appointment today with their technician Brian and it went very well. He was very professional and knowledgeable. I have contacted other retailers for estimates and due to the service I got today, I have chosen to have Restano do the work I need done on my house.