Dr HVAC

I am trying to find out the right person to speak with regarding a project that was started at the end of October by Dr. HVAC and still hasn't been finished yet (even though the amount owing has been paid in full). We have been provided with 4 appointments over the past month and a half, all of which were cancelled the afternoon of the appointment. I also reached out to customer service via email last week where I was told that I would receive a phone call the following day - I still have not received that phone call.

Nick and Marcus were very efficient in refurbishing the old clay main drain in my house, replacing a small section and snaking the remainder. Nick found solutions to several significant issues regarding tree roots, and was very patient and clear in explaining what my options were.

Jonathan did a great job servicing our furnace. We appreciated his attention to details and commitment to quality.
Thank you Jonathan for your excellent job.

When I need a service provider, I look for several qualities: knowledge and skills, reputation, honesty, professionalism and rapport. If those qualities are there, I feel I can trust the service provider and will return and become a loyal customer. Suffice it to say, based on this job, the qualities were met. The service provider was on time, provided me with an estimate before starting the work and after listening to me, proceeded with the work. Marcus thoroughly explained what was being done and why. Throughout, he consulted with me and ensured I understood by also providing me with his written diagram, explaining it. And it was all done in 'lay person' language. He was knowledgeable and professional at all times.
The problem was fixed and he also gave me some tips on pipe maintenance. I will hire this provider again.

On a routine service call I was told my heat exchanger had signs of stress and should be changed. Due to the age of the furnace it was suggested a new furnace be installed and to change the air conditioner as well as it was a similar age. Within hours someone was at my house selling me a new heat pump and furnace combo. The sales tactics were very high pressure. The heat pump rebate program required an audit of the house be done prior to work commencing. I was told it was okay to install the furnace in advance. Turns out this was a big mistake. The rebate program was cancelled suddenly before the audit was done. I had agreed to a new furnace and heat pump but only got the furnace. When I asked about the furnace only pricing all communication stopped. I asked for a separate price for the furnace on numerous occasions and got no answer. Months later a get a bloated invoice for the furnace. The cost they were asking for was excessive. I got a quote from a competitor to confirm my suspicion and I was right. They were asking crazy money for a low end furnace. I asked on multiple occasions for reasons why the price was so high. Again nobody would talk to me including the sales person, the customer service person and the owner. Eventually they charged my credit card for the amount in excess of the deposit without my permission. At no time was there an agreement on the pricing or even a discussion about it.

They have my money but will never get any future business from me. They were never upfront or honest with respect to the furnace pricing. I was taken advantage of due to the circumstances and they simply refused to talk to me.

Lessons learned. Get multiple prices. Don't be pressured into signing anything until you have multiple quotes. Be careful what you sign. I digitally signed that the furnace was installed but they took that as I agreed to any price they wanted for the furnace after the fact.

An extremely disappointing experience.

Had an a/c unit installed about a year ago from Dr Hvac. Nick one of there Hvac technicians came by recently to do maintenance, he was very knowledgeable and professional and answered all my questions and concerns. Thanks Nick

Sump pump old and failing and needed to be replaced. Called Hoerner Plumbing which has now been absorbed by Dr. HVAC. Got appointment the following day. Serviceman arrived on time - very personable, informative, efficient, professional. Very pleased with the service.

I don't usually do reviews, as the the service is acceptable. But what this company tried to do needs to be told. Last year I asked Dr HVAC to check my furnace/humidifier on my recently purchased house. All good , serviced the humidifier, reasonable cost, prompt service, all good last year. Call that the bait. This year, last week, my a/c stopped in the middle of the hot/humid spell. Trusting them I ask them to check the a/c. The tech tells me the compressor is seized, and the contactor and capacitor burned out. Can't fix or temporarily repair. Needs new a/c. Salesman came next day, with a price double what a local HVAC company told me and strongly recommended a new furnace at same time. It will save some money and help with allergies and dust. Well, FYI, the steel box in the basement does not cause allergies or make dust. I asked the salesman to call me in a couple of days. The next day I have another a/c company check my a/c. In 30 minutes it is checked, repaired, cooling, and paid for!! Only needed the capacitor, total cost of $342.00 . $8,000.00 less than their quote!! When the salesman called back the next day, he was shocked that they misdiagnosed my a/c. I asked for the cost of the inspection be refunded. He said he will talk to his manager and let me know. That was a week ago... Still waiting ... I was able to see through them, be carefull!
P.S. I will be be writing to the BBB, and relevant government ministry as well.
Advice: get a second quote if price seems high, and don't be pressured. Take care out there.

I have been a Dr HVAC customer for 5 years or more. Initially a phone call would be answered by a company employee and necessary arrangements made quickly (5 Stars). Recently, calls are answered by a service who refer the call to the company who would return the call minutes to hours later (3 Stars). As a member of the Service Club I expect the service advertised on the website, specifically 'Guaranteed appointments within 24 hours yes, even in peak season!'. This is my recent experience. A call on May 29 made arrangements for a service on June 6 (2 Stars). This was postponed at the company's request to June 13 (1 Star)and has now been postponed again at the company's request to June 26 (n0 Stars at all). Thankfully this is only an important but non-essential situation.

The technician arrived in a timely manner and customer service representative went above and beyond to make sure the service was up to our satisfaction.