Reviews

This company was scheduled through ***. Ive had problems with repair companies DTE recommends through the Home Protection Plus Program. Yesterday, a young man from Colonial came to my home because I have gas smells coming from inside my dryer. When he saw that I have a copper line, he said he could not do the repair. He even called his supervisor. I called DTE about the situation and also requested to have a DTE technician come to my home about the gas line. I did this because a few days prior, DTE diagnosed that the gas was coming into the dryer. So they turned off the gas to the dryer and disconnected the line and said to call home protection for a repair. Today, I was supposed to have a senior technician from Colonial, per DTE when they made the appointment yesterday. The same guy that came to my home yesterday called to confirm his arrival. I asked him if he is now allowed to repair the gas dryer with a copper line, and he said he guess so. I then called DTE to see if he is a senior technician and they could not confirm that it was requested yesterday when the appointment was made. I then got a call from the senior technician from Colonial who said he was hesitant about doing the repair because if he brakes the gas line he will be responsible because DTE will not cover it. He then said he would discuss it further with his manager. I called DTE back about the situation and while I was on the phone with a manager from DTE, the manager from Colonial called me. With DTE on hold, I spoke with Colonial and the mgr said no one will be coming to my home because I used swear words at both technicians. This is a lie. I did not and do not swear. I asked him if I could merge the call with DTE and he agreed, repeating the lie. I told the Colonial mgr I agreed to use them because they have an A+ rating with the BBB. He then hung up. DTE apologized for my experience and rescheduled another company. Instead of addressing the gas line he insulted my character.

We follow the utility companys policy to the letter. The issue should be with them not us.

I have been a Colonial Heating customer since 2011. On 2/13/2023 my ******* Blue wireless thermostat wireless connection to the furnace control module failed as the thermostat battery power was low. I replaced the batteries, but the thermostat wireless connection was still indicating failure.I then followed the thermostat installation instructions for re-establishing the wireless connection to the furnace control module when simply replacing the thermostat batteries failed, no luck.I called Colonial Heating - is there anything else I could try to establish the wireless connection before asking for a service call. I was put on hold while a technician was consulted. I was asked how old the thermostat was (7 years) and if I had held the thermostat next to the control module (yes ). I was told that I probably needed a new thermostat/ control module upon which I scheduled a service call. Note that I had to pay $149 up front before the service call could be scheduled.Imagine my surprise and dismay when all the service tech did was to power cycle the furnace to make it connect! Note that this was the very first (and only) task the Colonial Heating service tech performed. In other words, it was common knowledge that cycling the furnace power could easily restore the wireless connection.Why was that advice not given to me on the phone call? When I called Colonial Heating to complain, I was told that even though I was a long time customer, I should not expect to get technical help over the phone forever.I do not consider cycling the furnace power to be a technical task, after all, my 3 1/2 year old grand daughter can flip a light switch off and on.I am VERY unhappy paying $149 to have my furnace switch flipped off then on.I will NEVER use this company again, and I suggest that everyone should consider this treatment of a long time customer before hiring *********************************************

We can only help over the phone so much, we tried every possible way to help over the phone. You insisted on having some come out to your home. We didnt solicit you under false pretenses you made the call to us and we followed through showed up and paid a technician to come out.