New England Total Energy

Josh was incredible! He explained the reason we were having difficulty regulating our A/C system. The problem was largely due to the number of large windows and doors we have in our family room and he suggested tinted windows.

KNEW WHAT HE WAS DOING AND HAD NO PROBLEM CLIMBING AROIUND TO EFFECT THE INVESTIGATION OF THE REPAIR.

Problem fixed in a matter of minutes!

Jonathan explained what was going on with our system and pointed out certain things that we should be concerned about.

UPDATE: Despite replying to my review saying that they deem this an important issue and wanted to reach out to me directly and not through reviews, I have not heard one word directly from them, and as of today, they are continuing to bill me for almost killing me and my family. Words are cheap, actions matter. This company does not care. I stand by my review. I cannot recommend New England Total Energy based on our experience. During a routine service, their technician discovered a hole in the mesh burner screen of our propane boiler. The purpose of this screen is to disperse the propane for a smooth, even ignition. With a hole in the screen, the propane was instead concentrated through the damaged area, causing increasingly rough and explosive ignitions. We later learned that the hole had grown considerably larger as the boiler continued to operate. Despite identifying the damaged screen, the technician told me the boiler was safe to continue operating while we waited for the replacement part. The very next day, the boiler ignited so violently that I could feel the shockwave through the floor of the room above. I immediately called NETE, told them something was seriously wrong, and specifically asked for someone to come out. Despite my concerns for safety, I was told they were too busy and could not return for nearly a week. Within days, our home experienced two carbon monoxide alarms. When the fire department responded to the second alarm, they found dangerously high CO levels, evacuated us, opened the house to ventilate it, and would not allow us back inside. The explosive ignitions had dislodged the exhaust flue from the back of the boiler, allowing carbon monoxide and combustion gases to vent directly into our home. The fire department captain told us that once the hole in the burner screen was discovered, the boiler should have been shut down immediately and not operated again until the part was replaced. He told us the situation was 100% preventable and that NETE was negligent. My husband had been working and sleeping in the basement during this period and became ill with a severe headache. The potential consequences for my husband, our family and our dogs are terrifying. What makes the experience even more unacceptable is NETE's response afterward. Rather than accepting meaningful responsibility, they have continued to bill us for labor and other work associated with correcting this dangerous situation. Efforts to communicate with the company about this situation and other billing errors that they have made are ignored at every level of the company. We relied on NETE as the HVAC experts and, most importantly, relied on their explicit assurance that the boiler was safe to operate. We repeatedly warned them that the boiler was igniting explosively and that something was wrong. They ignored us and our home filled with carbon monoxide. We obviously fired NETE. Based on our experience with their handling of a potentially life-threatening safety issue—and their continued attempts to charge us for work associated with correcting it—I would never trust this company with my home's heating system again. Use this company at your own peril. Literally.