The service people were nice, but the company customer service let me down. In 2014, Mersey botched the installation and had to redo the entire thing. It was quite inconvenient, but that's not the reason necessarily for the rating. Their customer service from a supervisor, Tania, was cold and in-compassionate during these covid-19 times.
I was away most of 2019 summer and there was a gap in the annual maintenance by about 16 months. After only 6 years, the maintenance person took out the capacitor, which was supposed to last 20 years and it was malfunctioning. An electrical clip was broken. Since I missed that 12 months of service, I lost the labour part of the warranty.
There's clearly something lemon-y about my A/C. What I find unreasonable is that she wanted to charge me full price for the tuneup and the capacitor installation which the service person had to put back in anyways. Tania was cold and unwilling to negotiate. It felt tone deaf during these times and this behaviour made Mersey lose me as a customer.