The HVAC Service

Heating & Air Conditioning
5160 Explorer Drive Unit 1 Mississauga ON L4W 4T7
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94%

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Reviews for The HVAC Service

Average customer rating:
9.6 10 (219 reviews)

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Steve C
Steve C
6 reviews Hamilton, ON
1/10

Worst customer service in 40+ years of home ownership

We were having a chimney taken down and needed a water heater that could be power-vented out of the side. We also wanted a humidifier on the furnace. We selected The HVAC Service, primarily because they could schedule the work for the day prior to the chimney removal.
We received an email saying they would arrive between 8 AM and noon. At 11:30 AM, we called to get an ETA and were told they were on their way. At 1:30 PM, we called again. They would look into it and get back to us. No one did. We called back at 2:30, and again at 4:30, by which time we were getting concerned as it was getting late and we needed the work done that day, as promised.
They eventually showed up at 5:30 PM and stayed until almost midnight trying to get the exhaust piping right as they didn’t have the proper materials and had to make several elbow bends. When they eventually turned the tank on, the flame burned orange, indicating a combustion issue and potential CO threat. They said it was probably too many elbow bends and someone would be there first thing in the morning to fix it.
(They also informed us that the proposed humidifier, on which we had already made a down payment, could not be installed as there was insufficient space on and around the furnace, and that an expensive steam humidifier was the only option. We asked for either a new invoice minus the original humidifier or an estimate for a new one. All we got was an amended invoice with a $300 reduction! The technicians had also connected the new tank to an outlet using an extension cord as there were no outlets close by. They asked whether we'd been informed during the sales call that this was an issue and we should bring in an electrician. We had not.)
The following day, when "first thing" had become 11 AM, we texted the salesperson and were told that someone would contact us ASAP. Nobody did. An hour later, we called head office and were told they were on their way and should arrive between 12:30 and 1 PM. They showed up at 2 PM and replaced the pipes with a more efficient setup. The flame still burned orange. Next guess? A faulty gas valve which would have to be replaced. Someone would arrive next day "before 10 AM".
At 11 AM on day three, we contacted the salesperson, who said he had been told that the job was complete! He said he had never seen a situation like it and that he had spoken with the head of the company who would be calling us in five minutes. An hour later, unsurprisingly: nothing. At 12:30 PM, we called head office and were told we were scheduled for between 10 AM and noon. “Okay, but it's now 12:30." We were told that a part had been ordered but they had no idea when it might arrive
At this point, they started not only blowing us off but actually giving us a hard time for repeatedly calling in an effort to find out what was going on. On asking who might have a clue, we were told the parts manager but they "were busy" and would call back "at their earliest convenience". We never did hear from them but a while later the original person called back (the first proactive call in three days!) and said they would arrive with the part between 4 and 8 PM.
At 7:15 PM, we called again on the assumption that we were looking at a fourth day without hot water. We were told that they were on their way to Windsor to pick up the part. (So where did the 4 - 8 PM window come from?) A technician finally arrived at 10:30 PM. He installed the replacement successfully and left close to midnight. He also contradicted the salesperson and technicians in suggesting that the original humidifier could in fact have been installed but probably wasn't the right model and that a steam humidifier was not appropriate for our size of house.
We never received a single follow-up call asking whether the issue had been resolved or apologizing for the delays, the lack of communication, and the conflicting messages. At 6 PM on Saturday, however, we received a request for the balance of payment, and again on Sunday. Suddenly they were exhibiting a new-found urgency! After speaking with a manager, they took an additional $200 off the original bill for the inconvenience; hardly enough to have a new humidifier installed, and which this company certainly will not be doing!

1 of 1 people found this review helpful.
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Minika in Mississauga
Minika in Mississauga
0 reviews Mississauga, ON
10/10

Immediately diagnosed the problem!

I was impressed with the hvac service teamwork because service team was very professional and immediately diagnosed the problem with our furnace which suddenly stopped working. Thanks for fixing my old Lennox furnace.

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Company Response

Thank you for choosing The HVAC Service! We appreciate you taking the time to share your experience with us.

Joy in Mississauga
Joy in Mississauga
0 reviews Mississauga, ON
10/10

The team were incredible!

10 stars! They were incredible! Their team is kind, eduacted and truly increased in making our visit a memorable one! I can certainly recommend the firm as dependable and use them again.

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Company Response

Thank you for choosing The HVAC Service! We appreciate you taking the time to share your experience with us.

Amanda in Mississauga
Amanda in Mississauga
1 review Mississauga, ON
10/10

Immediately recognized the problem.

Very thorough, immediately recognized the problem, and had all necessary tools on hand to do the task and to replace burned thermostat to the new one. Thanks the HVAC Service team.

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Company Response

Thank you for choosing The HVAC Service! We appreciate you taking the time to share your experience with us.

Kristy Veneruso in Mississauga
Kristy Veneruso in Mississauga
1 review Mississauga, ON
10/10

Knowledgeable Service Team.

The HVAC service team is professional, knowledgeable, and courteous - just fantastic! Every project, from maintenance of boiler to water softeners, has been completed to perfection! I am highly recommend.

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Company Response

Thank you for choosing The HVAC Service! We appreciate you taking the time to share your experience with us.

Anne in Hamilton
Anne in Hamilton
1 review Toronto, ON
0/10

Questionable Technical Capabilities/Terrible Customer Service

Do yourself a huge favor and stay away from this company. They appear to have many good reviews, so we either got terrible technicians and office staff or many of these 10/10 reviews are questionable. They are not technically qualified to install such critical equipment in your home, not to mention the terrible customer service when something goes wrong. The way they installed our boiler was not in code and could have been disastrous for our family! We tried numerous times to have them fix it and they constantly changed the date and or time and the technicians they sent out did not fix the original problems, but created new ones. We could no longer take chances and were lucky to find a company that was honest and reliable and able to finally fix it, they made changes on the venting to bring it up to code. Even though the boiler had only been installed 8 months prior and was still under warranty, we had to pay $500 to have the additional work done to make the boiler safe and functioning properly. BUYER BEWARE if you deal with this company.

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Jade in Mississauga
Jade in Mississauga
0 reviews Mississauga, ON
10/10

knowledgeable

Absolutely wonderful,knowledgeable, kind, and well-mannered company. Tech did the job swiftly and effectively while also taking the time to answer any questions I had. We will definitely use them again. Thank you!

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Company Response

Thank you for choosing The HVAC Service! We appreciate you taking the time to share your experience with us.

Kelsey in Mississauga
Kelsey in Mississauga
0 reviews Mississauga, ON
10/10

extremely pleased

The HVAC Service recently replaced our old boiler with a new Viessman. We were extremely pleased with the quality of their work and the professionalism of the expert. Will use them again.

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Company Response

Thank you for choosing The HVAC Service! We appreciate you taking the time to share your experience with us.

Private User
Private User
Private User reviews Toronto, ON
0/10

new boiler installation

Because I was extremely disappointed with the way the installation was done I cancelled the contract as per the directions of a representative of the Ministry of Government and Consumer Services. The company did not abide by the provisions of the Consumer Protection Act and we were left in limbo without return of our down payment. The kind of company you sometimes hear about and hope you never have dealings with.

1 of 2 people found this review helpful.
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The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about The HVAC Service

The HVAC Service is a leading provider of furnaces, boilers, air conditioners, water heaters, water softeners, reverse osmosis drinking systems, and home water filters in Canada.
The HVAC Service is headquatered in Mississauga, Canada. Over 3000 satisfied customers, and more than 50 specialists in our team.

CATEGORIES
Heating & Air Conditioning
PRODUCTS
On The HVAC Service website you can buy HVAC equipment buy a new HVAC unit, rent it, or repair it. Our team of professionals will help you to choose the most appropriate option for your household. We offer different types of furnaces, boilers, air conditioners, water heaters, reverse osmosis drinking water systems, air filters, air humidifiers, water softeners, home water filters from the manufacturer.
SERVICES
If you are interested in fresh air conditioning, producing healthy and clean water, water softening, water filtration, water heating, and air heating, just let us know. Our goal is to provide you high-quality service and useful technologies. Our flexible policy gives you an opportunity both to buy the best HVAC and to rent the best HVAC. Plus, we can repair your HVAC without any hassle. The HVAC Service is a place where you can buy HVAC systems online with 24/7 support, and have access to a responsive team of professionals and detailed consultation on any issue.
BRANDS
Carrier, Goodman, Armstrong, Trane, Lennox, and others - https://thehvacservice.ca/
WEBSITE
https://thehvacservice.ca
PAYMENT METHOD
Visa/Mastercard/Cash
LICENSES
TSSA 000371987
LIABILITY INSURANCE
Yes
WORKERS COMPENSATION
Yes
BONDED
Yes
WRITTEN CONTRACT
Yes
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