Potter Heating & Air Conditioning-perrone Plumbing

From Google

New Long time customer, called today and left a message with an urgent repair and they didn't even answer their phones! Called back an hour later and then left another after hours message...still no call back. Very disappointed.

From Google

I am giving them 5 NEGATIVE stars. Started off by calling Potter’s for a clogged drain in the basement. Before Potter came the drain would overflow but would slowly drain back down. Called Potter’s and they came and they snaked the drain twice from house to trap and from trap to city side. They stated they were able to get through drain with no debris back. They did not fix the issue and made it WORSE. After their attempt the problem WORSE. The Drain WOULD NOT DRAIN AT ALL and kept overflowing when using toilet, sinks, etc. This turned into an EMERGENCY issue. They charged $406 for 2 hours and left us in a mess!!! We ended up calling ROTO ROOTERS. THEY WERE FANTASTIC. SHOUT OUT TO Anthony and Joey. Roto Rooters were professional, friendly, and clearly explained what needed to be done to fix the issues. Gave free estimate and told the cost of repair before starting work which POTTER’s did not.

From Google

I guess when you spend thousands of dollars on hot water tanks through Potters and it has an issue 1 year later, they make you wait an entire weekend without hotwater because they don't work on Fridays? Don't bother calling either because the receptionist only answers phones, they apparently can't do anything about it or get us in contact with someone who can. A total lack of hot water constitutes an emergency under their 24-hour policy so it's sad to see they don't care about their customers after they've gotten the money. 0/10 wouldn't recommend, you're better off going through a company that cares about their customers. Worst customer service we've ever encountered. They also put "Do not service" when you attempt to get something fixed when they sold us a faulty hotwater tank. We'll be contacting our lawyers and hopefully suing them for not honoring the warranty on our unit and the complete lack of customer service they've provided us.

From Google

I had used Potter Perrone many years ago and was happy with the service. So when my shower was leaking, I called them again. After two different technicians came to diagnose the leak then ghosted me, I made weekly calls to the main office, with no response. It has been more that 2 months and no one from Perrone Plumbing has given me the courtesy of calling me back. Ba aware! I will not use them again

From Google

Not sure Very polite worker installed our AC system today he explained everything. Very satisfied Services A/C system maintenance

From Google

1st time i called for plumbing no complaints 2nd time I called for heating seams as if techs dont communicate with office they dont address all issues on heating calls they get it working and then you have to call for another service with no return calls and this has been repetitive. The office staff has to then communicate with the techs in hopes they remember everything as they dont put it in their notes what needs to be done as a follow up. The office staff then never calls back. Over the course of 2 months I've left messages with different staff members and still my heating issues aren't resolved

From Google

$300–400 Fast response and took care of my clogged sewer vent in no time. Excellent service and really nice guys. THANK YOU Lucas and Ryan!!!

From Google

So apparently I'm on their do not service list, even though I had an appt 3 weeks ago, now I'm without heat in a true emergency and they turned their backs on me and left me in the cold. To think a 20 year relationship means nothing to businesses now

From Google

I had a shower backup problem on Friday. The guys were here on Monday at noon and promised. They did their work, connected me with a septic service, came back, and were done by 2.30. Prices are right. The best part. They are respectful of a clean house and maintain it. They are a hoot. Great sense of humor and great interaction with me. This was not my first job for them, and it will not be my last. Thank you!!

From Google

The Main line valve, and the indoor hose bibbs were installed without issue; more recently, 2/2025, my toilet was leaking at the bottom, the plumbers from Potter corrected the loose hold down bolts, and created a new issue, the water level was too low. The toilet was not flushing correctly, but the plumber who did this left before I could check. I've been a Customer Service trainer for too many years to accept this level of service. At US Sprint (not Wireless) the reps under me were trained to have the customer test the issue with them still on the phone. As a tech trainer, in French-speaking Canada, Mexico, and Lebanon, I watched, as my students tested what I just taught them. I corrected the fill valve on my own, but the plumber could have told me that he adjusted the water fill level. --- All done! Rick came out to correct the fill valve, and tested, as I watched. Install new Main Line Valve Simple huh?, not as expected. Matt, the plumber was awesome, but the city employees could have been better. The most difficult part of this were the incompetent city employees who were extremely late, and had no clue where the valve-curve box for my home is located. UPDATE: January, 2021 I had 2 indoor hose bibbs to replace, Potter showed up on time to estimate which parts will be needed. They replaced both bibbs with brass 1/4 turn (ball) hose bibbs, and the cost was very reasonable. Services Service not listed

From Google

In late October after turning on my furnace it stopped working. As I have done for the past 29 years, I contacted Potter heating who came out to service it. They got it working but it stopped later that same day. Upon calling the on-call service, Tim was very concerned asking if I have another source of heat to keep warm. He even offered to come out at 10PM that night to look it over! And he lived in Oswego! There are no small children in my house so I said I would be fine for the night. He even put me on the schedule for first thing the next morning! So, the repair was completed the next day with a part that came from a heating vendor. Okay so all set. Nope. This week I got mail from Potter heating and opened it to find a check. I sent an email to their office rep Frank who advised that they had overcharged me for the vendor part! Now that is customer service! And I know why I've used them not only for heating but plumbing services as well for 29 years! I highly recommend this company to anyone who is looking for service!

From Google

Came on time. Very professional. Problem solved.

From Google

I just had my furnace tuned up with Potter Heating and AC. Tim was professional, knowledgeable and answered all my question. I will always use Potter for my Heating and AC needs

From Google

Had a clogged drain unexpectedly on a busy day. Nick and John were on site within 30 minutes. They wasted no time taking care of the problem. They were friendly and professional working efficiently and quickly. Very pleased and recommend them highly.

From Google

Nick and Shawn did a great job and were very knowledgeable.

From Google

I worked with Potter and Perrone for years to help me with issues at a couple rental properties in Syracuse. Through all the issues they were always able to call me on my phone, they sent receipts to my email address, etc. without a problem. Never did they have an issue contacting me... and they generally did good work, and I considered their rates to be fair. It's been over a year since they last worked on one of my properties, and yesterday I got a call from a debt collection agency indicating that Potter and Perrone had sent me to collections over an unpaid bill of roughly $300. I searched my email, and found two receipts for payment within a month of the date of service (apparently for other work they performed during the same time period), all delivered and paid without issue. I didn't see a single notice from them that they were trying to contact me about a third bill, or additional money I owed them - NOTHING. I clearly had an obligation to pay them for work they performed, but their lack of effort in trying to contact me prior to sending this to a collections agency is infuriating. I'm disappointed that that's how they would treat a long term customer. I won't use their service again, and caution anyone who wants to avoid a similar issue. Had I received the bill or been contacted to arrange payment, it would have been paid promptly.

From Google

Had A/C stop working during this week of record high temps. Called mid-afternoon and Tim came next day. Found the issue was faulty fan motor. Got one the following day and got me cooling in short order. As for cost, extremely reasonable. Ten stars are not enough!

From Google

I am amazed at how the crew got the HUGE condenser up the twenty steps from the street. They did a great job! We are happy customers! Thank you!

From Google

Called this morning about a plumbing issue and they sent someone out within the hour. He was professional, efficient, and very helpful! Highly recommend.

From Google

Avoid this place. They scheduled us an appointment and never showed up TWICE. The first time I thought there was perhaps a miscommunication but when it happened again I decided to go with a different company. We lost 3 days replacing our hot water heater because of this. Do not waste your time.

Business reply

PP

Potter Heating & Air Conditioning-perrone Plumbing

Hi Serife, I hope this message finds you well, and thank you for taking the time to leave your feedback. Our mission is to provide an excellent experience for all of our customers. As we discussed we were and still more than happy to assist in the replacement of your hot water heater. As we did not have an address or phone number to follow up with you on a time we unfortunately were unable to provide great service. Please call us at your earliest convenience to discuss this further. Best regards, Potter Heating & AC