Family Danz Heating and Cooling

I have never had worse customer service in my 31 years of life. We called Family Danz to come out for a second opinion. We were told they could come out either Monday or Tuesday morn. By Tuesday afternoon I reached back out as my husband cannot just continuously work from home without contact or at least some timeframe like how most companies estimate “between 12-2”. i was also quoted $150 when another company only charged $66 to look at my furnace but fine, no worries. I was told Tuesday afternoon they’d be there by end of day, when I requested a block of time to ensure i’m home she said the tech would call me when he’s 20-30 mins out from my home. He did not call. He did not show for hours, to where I reached out YET AGAIN asking her to reschedule. Not 5 mins after the call I see the tech ring my doorbell from my camera. NO notice he was on the way. NO communication. They also wrote down my name from my caller ID which isn’t even me, it’s the previous phones owner. I cannot believe how horrible the customer service was when I called, or that the tech just showed up unannounced. The tech then tried to call me to give me the “heads up” as if I didn’t already see him actively standing on my porch. That’s not a 20-30 minute notice my guy. Then I get a text the next day asking to review their service. HAHAHA Would never recommend this company.

We recently worked with Family Danz to replace our old fuel oil tank. After our annual maintenance visit, we opted for a free home visit to develop a quote for the cost of a replacement tank. Jonah was incredibly helpful and patient in answering all our purchasing questions, updating the quote for a different tank model, and keeping us informed with the process. Bonnie reached out to schedule us soon after we paid our deposit, and we were so glad there was an opening the next day. The crew - Logan C, Dylan, and Rich - was on time, personable, efficient, and knowledgeable. They answered all our installation questions and seemed confident in their approach. While working, they were respectful of our home and property. They kept doors closed whenever possible and provided us with two space heaters to keep the house comfortable. We were so impressed with how smoothly everything went during the removal of the old tank and installation of the new one; they made navigating the tight space in our entryway and bringing the tanks up/down seem easy! At the end of the visit, they talked us through the work that was done and cleaned up very well. I cannot say enough good things about the team working for Family Danz. We’d like to send an extra thanks to those mentioned here, but also to the kind folks that answer our calls and make connections to help us resolve our home heating and cooling needs. Thank you all for your hard work and for the peace of mind you’ve brought us with this install.

On face value this all went well, but then it didn’t. My furnace was not working and we needed emergency service. A tech was sent quickly. He was polite and easy to work with, and quickly replaced my gas valve. When he left, however, I soon discovered that my heat was no longer responsive to the thermostat, and it kept heating and heating, no matter what I did with the thermostat. I had to shut the furnace off at the emergency switch. Additionally, there was condensation all over the floor around the unit. I called back and they said they could get back out anytime soon, and even tried to insinuate that another visit would be another charge. Another tech called back and walked me through a couple potential issues. We found that the tech who worked on my unit never took out his jumper cables, so the cables were bypassing my thermostat and allowing the furnace to just keep running, no matter what. He also never plugged the condensation unit back in, causing water to build up around the unit. In the end, I had to fix all of these items myself on the phone. For 900 dollars, this was all less than ideal. To remediate this, I would expect a partial refund for a job not completed by them, but by me.