Pine State Services

4/8/24 update to initial review: Pine State Services is a Service Experts company. After I posted my initial review, the customer service department of Service Experts connected me with the General Manager of Pine State Services who immediately credited me the full value of my expected rebate. I appreciate his follow up and willingness to honor the commitment made by his sales representative at the time of the initial sale. We bought a Bryant Evolution heat pump system from Pine State Services last fall. As part of the sale, I was told multiple times, verbally and in writing, by the Pine State Sales Consultant that the system would quality for an Efficiency Maine rebate. He even stated that Pine State would help complete the Efficiency Maine paperwork. After the system was installed, Pine State did in fact send me the completed and signed Residential Whole-Home Heat Pump Rebate Claim Form, which reflected a Rebate Amount of $4,000 and a project completion date of 11/30/23. However, when I submitted the form, Efficiency Maine declined the rebate within one day with the reason: “Heat pump not on the 25C federal tax-credit eligible list.” This began a series of communications initiated by me to find out what happened since I was told that the Bryant Evolution system would qualify, and we based our purchase decision on that understanding. When I reached out, I received short responses back from the Pine State sales rep with little detail on progress or timing (see quotes below). It is important to note that I have never received one proactive communication from the Pine State sales rep or from the managers supposedly working on the issue. 1/19 – “I’ll see if I can reach them (Efficiency Maine) to get this straightened out.” 1/24 – “Nothing to report yet, management is working on it.” 1/30 – “Nothing new here” 2/2 – “We have a meeting scheduled next week with Efficiency Maine but I have not immediate answers.” 2/12 – After requesting that Pine State reimburse me $4K because I was told I would be eligible for the rebate, he stated, “I have put the request in to make you whole, yes. I apologize for the inconvenience, I’ve never had this happen.” 2/21 – “The managers here have the reins on this I can’t make them move faster unfortunately.” From February 21st till now, I have not received any additional communication from the sales rep or anyone else from Pine State. Unfortunately, it seems I fell victim to a classic bait and switch, i.e., telling the customer what he wants to hear to make a sale and then not honoring that commitment after the sale is made. Besides the loss of the expected rebate, what is most troublesome is the lack of proactive communication or follow-up from Pine State since the rebate was declined. After undertaking fairly extensive renovations, there are certainly contractors who I would absolutely recommend: Sanford Flooring, Community Home Services, Dunbar Water, and Waltz & Sons Propane, to name just a few. But I can’t recommend Pine State Services given my experience.

I recently faced a significant electrical problem at my home, and Pine State Services came to the rescue with exceptional customer service and expertise. From the very first call, the response was impressively quick and professional. Erin, the dispatcher, was phenomenal. She was incredibly friendly, eager to help, and ensured that my issue was prioritized and addressed swiftly. Her excellent coordination and communication set a reassuring tone right from the start. Todd, the electrician, was nothing short of amazing. His dedication to resolving my electrical problem was truly commendable. He demonstrated remarkable expertise and was dogged in his efforts to fix the issue. Todd explained the problem and the plan to address it with clarity and patience, making sure I was comfortable and informed every step of the way. His professionalism and thoroughness were evident, and he went above and beyond to ensure everything was resolved perfectly. Like always, the entire experience with Pine State Services exceeded my expectations. Every staff member I interacted with was smart, highly skilled, and genuinely eager to help. They consistently displayed a level of professionalism and timeliness that is rare to find. I wholeheartedly recommend all the services offered by Pine State Services. Whether it's an urgent electrical issue or routine maintenance, you can count on them to deliver top-notch service with a smile. Their commitment to customer satisfaction and their high standards of service make them a standout in their field. Thank you, Pine State Services, for turning a stressful situation into a positive experience with your outstanding service and exceptional team!

I contacted Pine State to have them look at a leak that was observed at the pressure relief valve of my home’s boiler system as well as complete a routine servicing of the unit. Pine State was really good about informing me of their anticipated arrival time today. Being a new home owner I had a ton of questions for Eddie (B.) the technician dispatched for the job. Eddie patiently answered each one and the same questions more than once. He was extremely professional and kind. When I learned that the expansion tank was not functioning (the unit is 11 years old and will likely need replacing sooner than later) Eddie carefully outlined all my options and costs associated with each. I never felt rushed into making an expensive decision on the spot and I really appreciated that. The quality of the work looks good to me and I’m left with the impression that it was done with care. I don't know anything about boiler systems but I feel good about the whole experience. My intuition can be a nuisance and when things don't feel right it nags at me. All that to say, I’m happy with today’s service.

We were referred to Pine State Services since our previous natural gas company was acquired by a larger company which does not service gas, evidently. We had an issue with our hot water heater, of which I had informed our first provider. They came to take a look and said they'd try to find an answer and get back to us. Then they were acquired, the new company came in, and I was told the same thing. Then I learned that they wouldn't service gas equipment at all and were referred to Pine State Services. I called and spoke to Melody who set up an appointment right away. James came as expected, looked at the hot water heater, called the manufacturer, and resolved the issue on the first visit. James was very friendly, seemed quite knowledgeable, and took care of the problem right away. Can't say enough good things about our first experience with Pine State Services.

Today I had the pleasure of meeting Tyler from Pine State Services. Tyler was professional, courteous, efficient, and thoughtful. First, he greeted me by saying hello and stating his name. He was prepared, and came in with all of his work supplies—including booties for his shoes. He offered to wear a mask if that is what I preferred. He got right to work, and worked diligently until every aspect of the job was completed. He alerted me when he had to go to his vehicle for supplies! When Tyler was finished, he was mindful of leaving the place clean, and returned the heat to the exact setting he had found it on! Before leaving, he politely answered a few questions I had. He then left. What an absolute treat to trust the service providers like Pine State, and their wonderful staff. Tyler exemplifies everything one could hope for in a worker! Thank you Tyler