Hello,
After more than a year of service, I would like to share my experience with Mersey Service Experts. The short version of it is that I have had an excellent experience and would strongly recommend this company for their professional and courteous service. For the long version, please read on.
My wife and I purchased a rebuilt two-story home in 2013 and have had problems with the heating and ventilation system. The ducts had been poorly installed by the builder. Consequently, there was very little air flow reaching the second floor, resulting in poor cooling in the summer. Additionally, the ducts had been installed directly against the joists instead of hanging, resulting in loud popping noises due to expansion and contraction. The noise made it difficult to sleep at night.
We were not sure how to handle this problem and unfortunately, could not go after the original builder because this was not considered a brand-new house but a rebuilt one. Therefore, no protection...
We initially contacted other HVAC companies but were not satisfied with the level of service they were offering. We decided to contact Mersey Service Experts in January 2014 through our Costco membership. Our sales representative, Dano, came over to look at the problem shortly after we contacted the company. He was friendly, professional and quickly understood the issues we were dealing with. Dano returned a few days later with a technician and they inspected our HVAC system in details and this is the solution they provided: in order to avoid breaking down a lot of the drywall in the house to remove and reinstall existing ducts, they proposed installing an additional furnace on the second floor as well as a second AC unit outdoors. This would eliminate the heating and cooling issues and shutting off the original ducts to the second floor would eliminate the noise. The solution would also minimize the mess of breaking down significant amount of drywall. This is the solution we opted for.
A team of technician was dispatched at the end of March 2014 and I believe it took about 8 days to install everything. This was a tremendously challenging job because the furnace had to be installed in a tight enclosed space in a closet above our existing washing and drying machines. This was done in order to minimize loss of space and use the existing drain. Renée and his team of technicians were very professional, careful and curtuous through the whole process and I did not hear them complain a single time in spite of the challenge. They seem to take it and good stride and with good humor. Not easy to keep your sense of humor when spending a week in an attic covered in insulation! They even went beyond the call of duty by fixing a gas line to my barbecue that had been wrongly installed as well as fixing the drain tube assembly on the original furnace, all that at a minimal additional cost.
We were quite happy with the installation and their service overall and it solved all the problems mentioned above.
Now, a few more words about the after- sales service:
Over the ensuing year, I have dealt on a few occasions with their customer service and found them to be always professional and quick to get back to me.
In January 2015, the furnace stopped working and I had to call in a technician. They quickly dispatched one and it was found that the issue was not with the furnace but with my Nest thermostat, which I had to reset. Although they could have charged me for the service call, they did not.
Finally, I called them once more a week ago because I had noticed some ice damming on my roof and was concerned if there were any leaks from the ducts in the attic (releasing extra heat in the attic). Once again, their response was quick. Renée and the general manager, Steve, came over to have a look at my attic. They confirmed that there were no issues with the duct system. It was found however that the original builder had only put in place one attic vent for 1000 square-foot of roof. They provided me with some suggestions to fix the problem and once again, did not charge me for the service call. I must say that I am very much impressed by their level of professionalism. They really do care about their customers and the quality of their work. It is a rare thing nowadays!
For all of these reasons, I can without reservation recommend Mersey Service Experts for any of your HVAC problems. I look forward to a continued relationship with such professionals!
