Mersey Heating And Air Conditioning

I always research companies on Homestars but unfortunately did not do that this time when my furnace stopped working. I found Service experts online as they service Lennox furnaces. The customer service for this company is atrocious. When the technician finally arrived to diagnose the problem he was on the phone with his office trying to figure out how to diagnose it and was told over speaker phone that he was using the wrong tool and had the right tool on the wrong setting. He was also told to follow the directions. He then told me that he was going to do it "his way". This does not give a customer a very confident feeling in the technicians ability. He then left the furnace in pieces on the basement floor as he had to have the part ordered and return the following day. When I contacted the company about when they would return as I had no heat, I was put on hold for 25 minutes and then cut off or hung up on. The furnace was eventually fixed the next day and the technician was 2 hours late. The furnace now makes a humming noise and the technician stated I needed the control board replaced. The furnace is 2.5 years old.

I have spoken to 2 people regarding this company and neither had positive things to say regarding this companies customer service or technicians. I have used Homestars on four separate occasions when hiring contractors and have always been happy with the people I've hired based on their ratings. Service Experts have a mediocre rating and I now know why from my own experience. There are many HVAC companies out there and many with exceptional ratings. Next time I will choose one of them. I learned the hard way.

I called to have a technician go to a tenant's apartment to check on a water heater that was shutting itself off and leaving her with cold water. A technician came by and advised that we would need to replace the heater on the unit. I received a call back advising me of the cost and whether I would like to go ahead with it. I agreed and they were to contact my tenant to do the repair. 10 days later my tenant emails me to ask me when the repair will be done. I called Service Experts and they contacted the parts department but then came back on the line to inform me that everyone at the parts department had left early for the day. I was told they would call me back first thing in the morning. I did not hear anything back, so called them back at 11am. I was put on hold for quite some time and then finally spoke to someone who said the part would arrive tomorrow or the next day.

I suggested a name change as 'service experts' just doesn't seem fitting.

Got a Lennox from Mersey. Part of the deal was to have a switch on the continuous fan. They didn't install the switch. After I complained, they came back to install the switch. After almost two hours he couldn't get it to work. He said he would have to come back. The second time he came it still took him another couple of hours to get it to finally work. I later noticed my electronic air filter was malfunctioning (no spark and smells). I checked it and the voltage was too low so I called Mersey again. The guy checked the wiring and said that this furnace wasn't supposed to have a continuous fan switch. Then I showed him the Lennox manual showing how to install it. He then ordered the right switch and had to come back to install it. Recently placed a call when the furnace failed to start on a cold day. They came in and charged me $800 for a new ignition. Within a few months the ignition started malfunctioning, they now say I need a new furnace. I'll never deal with these guys again. They don't seem to know their products.

A year and a half ago our 27 year old Lennox furnace and 20 year old Lennox AC unit needed replacement. We were so happy with the performance of these units in the past that we decided to contact Mersey Heating as one of our estimates. John Trempe, the sales guy, we very professional, showed us various options and never pressured. The installation team was quick, clean and polite and our new Lennox furnace and AC units were installed in a day. Over the last two winters our heating/cooling costs have been half of what they used to be. Thanks Mersery, this review is long overdue but you did a great job!

On our new build house we went with a Lennox air conditioner through Mersey Heating. We have probably the cleanest install in the whole sub division and the care that the two installers took was excellent.

The technician was punctual when he came to give me an estimate. He also provided other options for the quality of the furnace. They came to install the furnace at the time they were expected and it took between 5 - 6 hours to complete installation.

Mersey Service Experts was recommended to me by the company who looked at my chimney liner. Hugh English, one of their comfort advisors, came to do the quote. He came across as very knowledgable and wanting us to get the best deal and quality for what we needed. He even came back to do a load calculation for our house when we requested one. Hugh went out of his way to be accommodating and patient when we ran into trouble setting up Costco accounts - above and beyond what I have ever experienced with other companies. As for the furnace and air conditioner, the installation went smoothly, the crew was quite pleasant and answered of all my questions. Although we've only had our units for less than a month, so far things are working great.

We were absolutely delighted with our knowledgeable and affable sales associate from Mersey Heating. He assisted us not only in suggesting appropriate systems to meet our unique needs but also expedited various rebate programs that were available in the marketplace at the time, thus saving us money! Worry free for the customer I would say...
The service has been outstanding and we are delighted with our new Furnace and Air Conditioning - keeping us cozy in the winter and cool in the summer. Who would I recommend them to? Anyone who would listen and anyone who wants to utilize a top notch customer-centric, reliable company!

What are your reasons for giving Mersey Service Experts the rating that you did?
- very friendly
- very knowledgeable
- prompt
- courteous
- efficient
- having two dogs of his own as we do, he recommended changing the filter twice a year which we will do