On January 19, 2011 a tech from Sullivan Heating came to my house and unclogged a pressure switch and skimmed my system, and charged me $130.45. The tech assured me that if I had any problems in the future, someone would be out immediately and there would be no charge.
On Jan 22, 2011 I awoke to no heat. The outside temp was in the single digits! Numerous phone calls to Sullivan's ""emergency"" number were a moot point- no one ever answered and the mailbox was full and not accepting any messages. Desperate and cold, we had to call another heating repair company.
I was so upset, I left them an angry phone message, on their regular business line.
On Monday morning Jerry Sullivan called us, trying resolve the customer service issue. Jerry explained that the compamy had problems with the phone systems, and failed all customers that weekend.
When I initially contacted Sullivan to repair our boiler, they were able to respond quickly. Their rates seem fair and they handled our complaint quickly.