Verified Company
So sorry I had Clarkstown Heating & Air install my new A/C 3 yrs ago - it was a great local company then with excellent service. I did the yearly maintenance contract with them first 2 yrs too. Now they've been bought up by a larger company and all they're offering is a huge whole house service contract for hundreds of dollars. They still service A/C systems, but everything is 'a la carte' - you pay for them to come (period) and then they give you a quote for the price. Last Spring their tech did the maintenance, and didn't clean all the filters. When I asked, I was poo-poo'd, it didn't need to be done. Last August, I had water leaking into my living room because the system froze up because the filters were dirty. Time to find a new company.
Reply from Clarkstown
Hi Barbara,
Thank you for sharing your experience—we truly appreciate your feedback, especially as a longtime Clarkstown customer.
We understand that changes like an acquisition can feel frustrating, particularly when you’ve had positive experiences in the past. Our goal with bringing Clarkstown into the Universe family is to maintain the same level of trusted, local service while expanding the resources, availability, and support behind it—not to lose what made it great.
That said, we’re very sorry to hear about your recent experience. The concerns you raised around the maintenance visit—especially the filters not being fully addressed and how that was handled—are not reflective of the standard we expect from our team. Preventative maintenance is meant to help avoid exactly the kind of issue you experienced, and we understand why that would be frustrating.
We also hear your feedback regarding our service options and pricing structure. We aim to provide flexible solutions for homeowners, but we never want that to come across as impersonal or misaligned with what our longtime customers have come to expect.
We would appreciate the opportunity to look into your service history and make this right. Please reach out to our office and ask to speak with a service manager so we can review what happened and work toward a resolution.
Thank you again for your honesty—it helps us improve and better serve customers like you. We truly do value you as a customer!
Thank you for sharing your experience—we truly appreciate your feedback, especially as a longtime Clarkstown customer.
We understand that changes like an acquisition can feel frustrating, particularly when you’ve had positive experiences in the past. Our goal with bringing Clarkstown into the Universe family is to maintain the same level of trusted, local service while expanding the resources, availability, and support behind it—not to lose what made it great.
That said, we’re very sorry to hear about your recent experience. The concerns you raised around the maintenance visit—especially the filters not being fully addressed and how that was handled—are not reflective of the standard we expect from our team. Preventative maintenance is meant to help avoid exactly the kind of issue you experienced, and we understand why that would be frustrating.
We also hear your feedback regarding our service options and pricing structure. We aim to provide flexible solutions for homeowners, but we never want that to come across as impersonal or misaligned with what our longtime customers have come to expect.
We would appreciate the opportunity to look into your service history and make this right. Please reach out to our office and ask to speak with a service manager so we can review what happened and work toward a resolution.
Thank you again for your honesty—it helps us improve and better serve customers like you. We truly do value you as a customer!
