Dupont Heating & Air Conditioning Ltd

This is a long but very true story; worth the read if you're considering hiring Dupont. DO NOT! TURN AND RUN!

Full credit to Dupont for the worst customer experience in my life. I would give them -10 instead of zero if I could.

I bought two ductless AC units from Dupont years ago because I really liked Mario; he's warm, friendly, and very knowledgeable. Too bad he's not involved on the service side. I've made the mistake of hiring them to service the units since then and have had problem after problem (service issues, overcharging, misleading on costs, being unprepared, etc.), but this recent event takes the cake. I hired them to disconnect two AC units sitting on the ground so I could have new cement put down.

When the disconnecting was done, we had a disagreement on the bill…once again Dupont hadn’t told the serviceman I was getting a discount to compensate for a prior problem. I invited him into my house so we could call Jackie. Big mistake. The discussion became an argument, and he got so angry, he yelled and hovered over me.

I told him several times to get out of my house, I said I would call the police, that I felt physically threatened, but he refused to step outside the door! He just stared at me wide-eyed, hovering over me in a menacing way, huffing and puffing. I had Jackie at Dupont on the phone and asked her to tell him to leave, hoping he would listen. “Do you hear this, Jackie? Do you hear him refusing to leave?” She said “yes, I hear him" but didn't ask to speak to him, didn't try to deal with this.

I finally defused the situation myself without getting punched by a Dupont serviceman who probably weighs 100 lbs more than me. And remember, I’ve bought two AC units from these people! This is how they treat repeat customers of big-ticket items??

I hired a different company to do the reconnection and will never work with Dupont again. The new guy showed me several mistakes Dupont made (cutting the pipes improperly and not draining the refrigerants properly), which also means I overpaid Dupont and that it cost me extra to reconnect the units!

Mario is great, but the rest of the staff…from bad to worse to nearly violent! Frank means well, but he’s very inconsistent and doesn’t prepare the technicians who do the work, leading to confusion and poor service. And Jackie clearly couldn’t care less.

Spare yourself the missed work, the confusion, the terrible service, and feeling physically threatened from a certain unnamed bully of a serviceman. Go with someone else, ANYONE else than Dupont.

I'm committed to doing the best I can in an urban environment to avoid excessive resource use. I have been a Dupont client for more years than I care to share, but I contacted them recently proposing a change to a tankless, gas-powered water heater. They did a great job of explaining my options, offering two manufacturers' solutions, organizing the process, and operating the install with a high degree of sensitivity to minimizing upset. I chose the higher-end manufacturer, Rinnai, because all parts are replaceable, and because of their many years of good reputation. The removal of the old water heater was handled impeccably. I am already observing the reduction in electric power and of course in billing, and the new gas charges still keep me in a net win position. The overall payback will take a few years, but it was the right thing to do! Well done, Dupont, and well done, me! A win-win!

I have never in my life seen such an unorganized company with such a low level of customer service. They tried to overcharge me on labour, but my tenant was there when they were installing. They tried to charge me three hours for a one hour job. DuPont is the most dishonest company I have EVER dealt with.

I will never recommend Dupont Heating & Air Conditioning to others.

Mario, one of the owners of Dupont Heating & Air Conditioning provided us with three quotes to supply and install three boilers. We wanted our new boiler installed three feet away from where the old one was. We understood through the emails, quotes and conversations with him that all related piping for proper boiler relocation was included in the numbers.

A week later, we signed a contract, still under the same assumption. The only vagueness was a line in the contract that says: "Moving of the boiler to be determined." There was no mention of a pending estimate for the moving of the boiler once determined. Again, we understood this to mean that the placement of it was to be determined, not the cost.

This is when things went downhill. From the moment we signed the contract to the installation, Mario was hard to reach. Our installation date was moved a week because his team “looked at the wrong week”. Yet another delay.
When the work finally began two weeks later, the new placement of the boiler was determined with the head installer and he completed the work. At no point did Mario or anyone on his team tell us there was an extra charge based on the decision. At no point did we doubt that our understanding of the contract was false. When the team returned to finish, my husband had to tell him he was missing the Low Water Valve (agreed to in the contract).
The job was completed and we paid in full. Two days later, Mario contacted us after not being in touch throughout the installation to tell us about an extra charge. He said that he mentioned there would be a charge, but my husband doesn’t recall this and there was no subsequent mention of any additional cost. Most importantly, before work was started, we should have been notified. Consumers have a right to an estimate before any work is done should it be outside of an agreed upon contract.
We hope this never happens to another customer again. All in all, we are extremely disappointed with our experience with Dupont Heating & Air Conditioning.

Don’t use them. And if you do use them, then make sure your contract is clear and you know about all hidden costs.

Very fair price for the replacement of my boiler and chimney liner. The job was done when promised, without a hitch and very professionally. No mess. Friendly service. I would definitely recommend Dupont Heating.

No service at all!!!! Technician came out to see the issue and charged $100 for a 5 mins check....had to schedule another appt. with another technician to come out and fix the issue took a day off of work and he didn't show. Called the office and Frank who booked the appt. had nothing to say, asked to speak to someone more senior and the woman was not helpful at all other then advising us that we never booked a service with them since we had the units installed. I asked what needed to be done and she advised a dye test at a cost of $350 before tax....average price when I shopped around was $145 before tax.
Please be careful cause there is a clause that states if you do not pay for the yearly service your warranty becomes null and void but the interesting part is they don't tell you this when installing nor did they provide a maintenance schedule as it states in the back of the contract. The other thing I learned is that they did not install the proper size pipes....job was done by taking short cuts at their end and sad to say we had all units done with them 5 years ago....furnace, water heater and a/c unit. Now we are stuck with these units and no warranty because of poor communication. Please don't sell your units and warranty to seniors without having someone properly explaining the contract and warranty.

We had ignored regular maintenance of our ductless units and Dupont to the rescue - both are back in perfect order. The team was out with a few days scheduled and were able to do the work quickly and cleanly. Very professional and courteous - we are and will always be repeat customers. They know their stuff!

On one of the coldest days ever, my furnace stopped working, I called around to various HVAC companies and either couldn't get an answer or they couldn't come out for several hours. When I called Dupont, Louis showed up at my home half an hour later. My heat exchanger was gone and since I had numerous previous problems with this furnace, I decided to get a new one. This was a Friday evening so Louis had 2 men (Sam and Daniel) come with the new furnace early Monday morning. They worked from 9 to 5, explained maintenance to me and went out of their way to fix the poorly done duct work, hoses and peripheral components that had been taped together by the previous furnace company. They left the basement and yard spotless. My furnace is working beautifully and I would highly recommend this company!

My furnace broke down on the coldest day of the year (-25 C) and the technician I have called in the past was out of country.

I called Dupont...they are in my area and have been in business for 50 years. Mario phoned me back right away and offered to come at 11pm on the same day once he was done his other calls. Our fireplace and space heaters were doing a good job keeping the house warm so as much as I appreciated his offer on what for him was likely one of his busiest days of the year, I told him to arrive in the morning when he was fresh. He told me he'd arrive at 7:30am.

Mario was at my door at 7:30am sharp. He diagnosed the problem in no time and made the repair.

It's rare that I encounter a trade professional who came to me without a reference, who is as good at his job as I am at mine. I was impressed. Mario even phoned me the next day to follow up.

Dupont is my new HVAC go to...these folks know how to run a professional trade services business. Thanks Mario!

My old furnace was slowing down so much that the house got to be 8C. It was a Sunday and -34C with wind chill outside. Mario came within a few hours, diagnosed the problem, and sold me a new, more efficient furnace. Even though the next day was a holiday, he convinced Cody and Evan to come early the next morning. They were skillful, pleasant, and hardworking. They skipped their lunch (it was getting really cold between furnaces) and ate sandwiches I gave them without stopping work. It was done by about 3pm and my house was warmer than I remember by 7pm. Mario came over to check the work and to get a signature on the form he filled out for my government rebate, which he sends in for me. A very good experience in what was a dangerous situation. All my plants survived.