Grassi Refrigeration 1445 West Rose Street, Walla Walla, WA 99362

"They screwed up. Had Grassi out to service my furnace when it started making unhealthy noises. Tech showed up, made minor repairs, recommended I start saving for a new furnace, and left. The next morning I woke to a puddle at the base of the furnace. The tech had cut a few corners on the service, I assume to save some time, and get to the next job. I called frustrated and ready to fight. The guy who picked up wasn't too friendly but also got someone dispatched almost immediately to come look. It was the same tech! I attempted to be kind but did express my frustration. The tech was apologetic, made no excuses, and took the extra time to make the proper repairs. I am sad it wasn't done right the first time BUT I'm always grateful when a company and it's employees attempt to make it right."

"In looking for ways to decrease our energy use, Grassi installed a make-up-air unit over our commercial grill so that we would not be pulling conditioned air out of our building. I was told this would make a significant reduction in our heating and cooling load. I spent $23,000 with Grassi on a new hood and make-up-air unit. We immediately saw an increase in our electricity bill and our natural gas bill doubled. Upon asking about the new equipment having the exact opposite effect of its intent, Grassi's response was "Someone who shops there said your thermostat was set to 75 degrees." One, we have our thermostats at 68 and two, responding with that kind of remark is extremely poor customer service and does not address the underlying issue. Nor did Grassi ever address my concerns. When hiring a contractor, you are also hiring an advisor who is an expert in their field. You expect good advice on the most appropriate course of action. I went to Grassi asking for ways to reduce our utility bills and was sold an expensive make-up-air unit that had the exact opposite effect of our goal. To say the least, I was not happy with the purchase or the customer service. The unit has broke down pretty much every winter since being installed, increasing both our operating costs with increased electricity use and natural gas use, but adding additional maintenance costs each year. The latest; this winter the unit broke down once again. Grassi came to fix it. I get an $815 bill to replace a $9 sensor. Gee thanks for taking care of your customers who bought systems from you. So now we have a very expensive hood that has significantly increased our operating costs and breaks down every winter increasing our yearly maintenance costs. What a poor investment."

"I wanted just my furnace replaced and this is what Alex said after he refused to quote just the furnace after 4 separate requests. "but no new electric furnace is going to be compatible with your existing air conditioner, because we use a new refrigerant. The existing air conditioner you have has R22 in it we can’t get that anymore. So, I can get you a quote on a new electric furnace only, but you will not have any cooling unless we replace the air conditioner to a new one with the new 410a refrigerant. Sorry for the confusion." Google that statement and see who is confused. I wouldn't use these guys just because this statement alone is not true. Proceed at your own risk."

"I should preface this by stating that the service performed was professional, well done and fixed our problem….We had work done in August the verbal bid given was much lower than final bill ( no written bid given)……the bill wasn’t sent until 6 months later … it was explained as a self generated computer problem …. Understandable …but Then, less than a month later, we received a letter stating our bill was now 120 days past due (using the original August billing date as the overdue date rather than our first notice, self admitted as their error. one month ago)…with a hand written note threatening “further action” if not remitted… we will pay this bill, as we always have…and have been good customers with many years of supporting the company with equipment purchases and services…… we understand how the billing was generated ….but we feel like this letter, with its handwritten warning, was really unnecessary……"

"First - the work they did was excellent. This review will refer to the sales management customer follow up. Read the following for why I’m rating only 3 stars. I got a quote from another local company which was expensive for a job on my personal home. So I called Grassi to get a second quote. I told them the amount the other company was going to charge. Grassi explained that amount seemed WAY too much and that they could fit me in and would be much cheaper! They offered me a quote but said that would slow down the process and recommended I just go straight ahead in order to not waste time as I was hoping to get this job down before the freezing temperatures hit and they had an opening. Given the assurance - I told them to go ahead and install. Work was completed - and they did a good job. However, when I got the bill - it was even more expensive than the original company whom I had switched from to save money. I called to ask for an explanation on the discrepancy between what was spoken of on the phone and them now being even more expensive than the original company who had given me a quote. They told me that the bill would not be altered and that I should have obtained a quote - but that I declined the quote. This obviously rubbed me very much the wrong way. I informed them I would pay/ be sending in the bill in full - but that my right as a customer was to leave appropriate feedback on google reviews based on my experience with Grassi Management. Management then told me I was threatening there business and would be pursuing legal action. He told me to send in whatever amount I wanted but that he wouldn’t be cashing the check - because he would pursue legal action for the “threat of a bad review on google.” I explained that leaving a negative review is a customer right based on their experience with a company. It felt very inappropriate for the management there to jump to threats of legal action against a customer for negative reviews. All this over a very small quote discrepancy. The money didn’t matter as much to me as company integrity. Would I use them again? No - given the negative customer relationship. However, they did complete the job on time and did a good job. If management would like to reach out to me and smooth this over…I would be happy to change my opinion as the work itself was excellent."