Leonard Splaine

LEONARD SPLAINE CO. IS DANGEROUS.

AND THEY ARE NOT WHO THEY CLAIM TO BE.
This isnt just a complaint. Its a public warningand an overdue reality check for a company that hides behind a cheerful mascot while turning its back on real families in crisis.
My family has been with Leonard Splaine since 1958nearly the entire lifespan of the company, which was founded in 1956. Three generations. Countless service calls.

Years of unwavering loyalty, prompt payment, and goodwill. And what did we get in return? Negligence. Silence.

Damage. And near tragedy.
Here are just a few of their greatest hits:Failed to deliver fuel while I was on auto-fill, in the middle of a cold weekendeven though I was several hundred dollars over on my budget plan. My account is clearly notated that access to the tank requires a phone call, as its behind a locked gate in the backyard. They didnt call.

They didnt deliver. And when I tried to reach them, I discovered they hadnt even bothered to turn their emergency line over for the weekend. It was Friday. It was freezing.

I had an infant in the home who was inconsolable from the cold and unable to sleep. They were unreachable when it mattered most.Left me with no heat or hot water for weeks when my boiler faileddespite full, upfront payment.Made me wait weeks for installation of a fully paid AC unit, only to flood my basement by installing the wrong-sized part on the condensate pump.During my last maintenance visit, the technician photographed minor visible coil corrosion, but still wrote in the official report that there were no issues with the unit. I was never informed of the corrosion. Instead, I was told that optional services were available to help maximize the life of the system.

I trusted their advice, and paid in full for the service the same dayeven though they couldnt perform it immediately and insisted on full payment upfront. In hindsight, they knew the unit was compromisedand they chose not to tell me.Quoted me double what another company chargedfor a part that is obsolete and out of regulationthen vanished without any follow-up.Failed to return multiple calls and emails, even after I told themexplicitlythat delays in restoring cooling could be fatal to my dog, who has congestive heart failure. Couldnt even provide the model number of the unit they installed, when I needed it to coordinate other contracted work.Repeatedly mismanaged billing, lost mailed checks, issued incorrect budget statements, and shifted account names without authorization.Forced me to make multiple in-person visits just to resolve paperwork and documentation issues that should have been resolved in a five-minute phone call.Provided contradictory information about part availabilitytelling me one day it would take two months, and suddenly claiming it was in stock with no explanation.Let dismissive, unhelpful, and flat-out cold staff handle critical conversationsincluding one where a pets life was at risk.
And thenradio silence.
Let me be clear: my dog could have died. Leonard Splaine knew that.

They were told, directly, that prolonged exposure to heat inside my home could be fatal for him. They chose to do nothing.
And the irony? This is the same company that uses their terrier, Sonny, as a smiling mascot to market themselves as pet lovers. Hes all over their websiteon HVAC units, in cartoons, giving a thumbs-up.

They call themselves a family-owned, pet-friendly business. They even say they treat your pets like family.
Dont believe it for a second.
I wrote to them: Delays in restoring cooling could result in life-threatening consequences for my dog. He is a member of my family.
And they still didnt respond with urgency. They didnt follow up.

They left me chasing answers while my dogs health hung in the balance. So much for care. So much for loyalty. So much for Sonny.
The hypocrisy is staggering.

They built their image around a dogwhile ignoring a real one who needed them most.
Now heres what real HVAC service looks like:
I contacted a local, family-owned competitor. In under 24 hours, they:Answered every question professionally, Provided a transparent explanation of services, Sourced the necessary parts, andScheduled installation for the next day.
Leonard Splaine, meanwhile, couldnt tell me what unit they installedwhile demanding thousands for a mystery replacement part.
This is not the company my grandparents once trusted. Its bloated. Careless.

And absolutely indifferent to the peopleand animalsit claims to serve.
I am in the process of filing a formal complaint with the Virginia Board for Contractors. If I do not receive full documentation from Leonard Splaine by 5:00 PM Monday, I will escalate this legally.
Avoid Leonard Splaine at all costs.
They are not friendly. They are not reliable.

They are not pet people.
They are unprofessional, unaccountableand when it truly mattersthey will not be there.
And the saddest part?
I forgave them for all of thistime and time again.
No more.
Stay away. Choose literally anyone else.