HORRIBLE EXPERIENCE! I've used Ponderosa for the last 7 years. They had good people working for them and I never had an issue. They now have a policy where they require your credit card so they can charge you if you aren't there for your appointment. I had an appointment for noon. John, the service man, showed up at 3. He never once said he was sorry for being late. I guess my time isn't important but they want to make sure that they get paid, upfront, for the service call. It seems that all the good service people they had working for them have quit. I used both Larry and Levi and neither work there any longer. I found out Larry works for another heating and air conditioning company in Bend. When I made the appointment I was told that the service person, John, who came out was VERY experienced with duct-less air conditioning units. He wasn't. He told me he had only 2 years experience and it was VERY obvious he had little experience with duct-less units. He actually called a person who worked for another heating and air conditioning company in Bend to get advice when attempting to figure out the problem with my unit. John was very rude and unprofessional. I spoke to the manager, Rob, today about the problem and he wasn't helpful either. He never once said he was sorry for the situation until after I called him on the fact. He seemed to have a "take it or leave it" attitude. I don't know what happened to this company but I would never use them again or recommend them to anyone. It seems like all their good people quit. read more

Ponderosa Heating is great! Responsive, professional and knowledgeable. I was very concerned about my A/C during the heat wave (6/2021). They were able to fit me in. Brett Durbin came out to inspect it. He was very honest and transparent with issues and potential problems since this is an older unit. I have complete trust in him, his knowledge and the service he provided. read more

We purchased a new system last September (2020) after our entire system blew out due to lack of maintenance by the previous owner of the home. Since the home was only 5 years old, this was an absolute shock. But, Ponderosa came to the rescue. We purchased both a furnace and Heat Pump. They got us up and running very quickly before the cold weather hit just days later. We also purchased a service agreement which saves us money each year and provides other benefits as well. We have been very happy with the whole team. We can't say enough great things about our service technicians - Brett Durbin and Brett Taylor. They call and text, keep us informed and always arrive on time! A modern day miracle. Both of them, in fact everyone at Ponderosa, has been very professional and personable. If you are new to Central Oregon or just need some help from people you can actually rely on, call them. read more

I would highly recommend Ponderosa for installation of A/C. Their support staff is excellent and the installers are very experienced and friendly. I couldn't be more satisfied. read more

Our heat pump was not functioning properly particularly in AC mode (warm air was coming out of the vents). Ron arrived on time and had the equipment to do a thorough diagnostic check of the unit. After a brief consult with a colleague, Ron fixed the problem quickly. Ron also took the time to explain our aging heat pump system and gave us some important heads ups to watch for. Very pleased with his friendly personality, professionalism, and his communication skills. If we have any hvac issues in the future we will be calling on Ponderosa. Joel and Karen read more

I had contacted this company to complete an annual service of my gas furnace having used them once prior. The technician that arrived was friendly and polite and during the inspection of the unit identified a couple of issues that included my blower motor bearings leaking oil and my capacitor on its' way out. He promptly provided two quotes one for about $1100.00 and another for around $900.00 only being valid if I signed up for there service plan program then & there. Doing more research, identifying the cost of the parts & labor involved, and getting additional quotes I learned that the quotes the technician provided where excessive to put it kindly. After removing the blower motor housing from the unit and looking for the leaking oil the technician spoke of none could be found (the whole blower motor was not removed at time of service call). It was dry and just a bit dusty. When I fully removed the old blower motor and examined it further there was no play in the bearings or any other indicators that would suggest that the motor was faulty and needed to be replaced. In summary this company's technician was trying to charge and excessive amount of money for a simple repair that did not need to be done in the first place. I would not recommend or trust doing business with this company again. read more

These guys are great! Customer service is top notch! Very friendly and quick at getting back to you. I was quoted by another company that it would cost me $1,000 to replace a piece, had these guys out for a second opinion/inspection and they had my furnace back working for only $330. Highly recommend this business read more

Larry was very professional, informative, and helpful. Great Service!! Even came early and got the maintenance done quickly.

Quickly resolved -- Owner contacted and immediately refunded. Appreciate the prompt response.. read more

Ponderosa did not disappoint. The great experience started when Chris showed up to review our complete heating and air equipment swap needs. He video recorded everything needing to be done so the crew could review it before showing up. Ponderosa move their installers up to sales reps eliminating a lot of rework because Chris new the details of the install. Next came a phone call at 4pm on the Sunday before our work started where their employee wanted to ensure we're ready for the install to start the next day. Jessie, the plumber showed up at 8:03 and knocked out all the prep for the next day. Codie and Carol showed up at 7:58 and worked it all day. Two electricians showed up in the afternoon for inspection. Just wow! 6 Ponderosa employees working my project. Thank you and please start a 401k for these hard working employees who are representing your company as though it was their own. read more

After moving here we contacted Ponderosa to check our heating & cooling. Turns out they installed the equipment when the house was built. Very satisfied with them. Timely and efficient with reasonable fees. John Sannes did our last maintenance. He did an excellent job. read more

I would give zero stars if possible. I asked this business to provide a load calculation for my home in Tollgate. The rep on the phone who was qualified to discuss load calcs told me this was included in every estimate for a new system. However, I wanted to purchase the load calc separately and then make an independent decision about the brand and features for the total system installation. So I ordered it for $250. Ten days later and nothing. I visit the office and speak to a woman at the desk. She mentioned something about a guy named Chris. So, presumedly she carried my torch toward resolution. Another week goes by. Nothing. I give up! You lost my trust, Ponderosa! In my opinion, if a vendor is this slack on the pre-sale, then this may be indicative of the potential for unreliable behavior on the support side after the installation. Perhaps this business would be better if not bought out by a regional player and yet deceptively keeping that folksy, independent-sounding business name? The last time I purchased service from Ponderosa (shortly after the buyout many years ago), I had to fight a bill where they added a ridiculous amount of labor for a period of time in which they drove back to the shop to fetch a common replacement part that should have been in their service truck. And if not in the truck, I would not expect a vendor to charge a customer 3/4-hour labor to drive back to the shop and pick it up. read more

Technician Corey Hatanaka worked on my system on 7/9. The thermostat was not working. This is the second time I have had this problem since the system was installed. I was concerned because we intend to go South next winter and I didn't want my heat to fail while gone. 1st technician quickly found a blown fuse, replaced it but never determined why the fuse blew. Corey determined I again had a blown fuse but insisted to me that he would find out why it blew. He worked for 2.5 hrs checking virtually every possible cause. He was about to give up, but finally found a wire on the exterior of the furnace that had a short in it. He quickly replaired it and I now have full confidence in the dependability of my system. Corey is a terrific technician and a darn nice guy to boot. That you Corey!! read more

Excelent service products and especially the people. We have had a whole system replaced in the house and a ductless system in the garage. Wonderful experience. We signed up for their service contract and their technician David has been here for all the routine service. Great asset to this great company. He knows our system and is very thorough with the time he spends. Can't recommend them enough. read more

Ponderosa Heating has been servicing our home in Black Butte for years. I trust them implicitly and they service our home in our absence. I have nothing but the highest praise for their employees and one in particular (whose name I unfortunately cannot remember) who solved a big time problem when the motor in our furnace froze up last winter. He went out of his way to find a replacement which allowed us to heat the home. Keep up the outstanding work. read more

We have used Ponderosa for several years. Ever since we came to our home and no heat. I thought we would tough it out overnight then call in the am. After 1/2 hour I gave up. Ponderosa was out quickly and got us up and going. The service call was reasonable. (I would have paid a lot more!) We got on the annual service plan and it has worked well. Tech calls before coming. In/out & done. They are a pleasure to work with read more

I am so impressed with this company! Not only did they respond quickly to my inquiry for help (gas furnace not working), but their technician, John S., hiked a quarter mile through the snow to get to our home and fix our furnace. Great service! Thank you John! read more

Outstanding. Cole is awesome!! Great customer service. Installed an A/C unit for me in Sunriver. They are familiar with all the nuances of Sunriver and were very helpful. Highly recommend!!!! read more

Corey was the tech who did the maintenance job. He was thorough and professional. Everything seems to be working fine with our heating/AC unit. JB read more

It is time we publically complimented Ponderosa on their fantastic service. We have used Ponderosa for many years and have nothing to say except that their service on a routine basis and when really needed is absolutely superb. One time we arrived at home at 11:00PM and furnace would not turn on--it was 20 degrees outside. Within 30 minutes a service person arrived and had it up and running in less than another 1/2 hour. Weird thing happen to us. A bird stuck in the exhaust pipe, a beetle touching two contacts, shorting out the A/C, heating assembly flapper unattaching itself from the combustion chamber...All fixed within an hour or so or putting in the call. There are no extra charges for nights/weekends as long as Ponderosa does the semiannual maintenance service. What a deal for us. All the service people are knowledgeable, friendly and neat! No mess left behind. We would recommend them for any job. read more

After moving into a newer (5-years old,) home and not having records of any maintenance since the home was built, our recent Winter and Summer service appointments with Corey Hatanaka have brought our heating and air conditioning systems up to spec. I appreciate his thorough and conscientious approach, which has identified a flow issue which has been robbing the system of its potential efficiency. After two service calls I'm confident things are now in tip-top shape. Corey is our guy with Ponderosa, and I will continue to request him for future service calls. read more

We had a home inspection and found out that our filter was put in wrong so I called Ponderosa Heating & Cooling and they went out the same day to inspect our furnace. I got a call shortly after the inspection letting me know that everything was all right and they replaced the filter with a 5" filter that lasts up to 6 months and offered a great maintenance program for just over $20 a month. read more

We were very happy with the service we received from Ponderosa Heating and would highly recommend them to anyone in the Central Oregon area. The front office staff was very friendly and helpful when I called to make an appointment. Mike W. was great as well - very professional and explained what was going on with our system very thoroughly. We have been given several options to fix our heating system, which is helpful to have options for consideration. We hope you give them a chance for your heating and cooling needs. read more

We had a heating problem on a day when a couple feet of snow fell. The roads to our home in Black Butte Ranch were not all the way plowed and the technician still hiked into our home and fixed our furnace. I believe most companies would have said they could not get out that day. Ponderosa went way above and beyond. Thanks so much!! read more

After a couple of high heating bills we enlisted Ponderosa to investigate our heat pumps. The problem was quickly diagnosed as a faulty controller on one of the condensers but the unit is old and the model/serial # was no longer decipherable. Nevertheless Ponderosa tracked down a replacement controller and had it installed within 2 business days. The technician was polite, communicative and knowledgeable and took particular care to don floor protector overshoes every time he needed to enter the house. We are very pleased with the service provided and highly recommend Ponderosa Heating and Cooling Inc read more

Noted water coming into house on Saturday. Advised as to how to stop until Monday, or could come out Sat night. Elected Monday. Problem was humidifier spraying water. David repaired quickly on Monday read more