Dupont Heating & Air Conditioning Ltd

We had our furnance and air conditioner installed by Dupont last fall, We found the team under Mario's direction to be extremely professional. The heating system worked beautifully during the winter. This spring we discovered that the air conditioner was not functioning correctly and failed totally on the hottest day this May. Mario arranged for a Saturday visit by the first technician but no success so the office send Eric :) to be that second set of eyes. Eric was fantastic he went right to work and problem solved, in short our air conditioner was repaired. Eric's knowledge of systems is uncanny. Eric is an amazing technician who really knows his stuff. Well done and thank you.
Jim and Joan/Toronto

We had an amazing experience with Dupont. Our air conditioner broke down on a hot humid Saturday and we were in need of a quick replacement! Mario pulled out the stops to schedule us in as soon as possible on a Sunday afternoon so we would not need to miss work and importantly would have air conditioning ASAP. Marcus came to install our new unit and despite a complex job where he had to get access to our condo roof through another building, he was pleasant, upbeat, kind and wonderful to deal with. He worked quickly without interruption, cleaned up and was delightful to work with. Mario followed up later in the day to make sure all was ok and that everything was to our satisfaction! I could not ask for better service and would highly recommend this company!

Mario Gallo and his crew provided exemplary service. The job was done the same week, the work was impeccable. Best though was that Dupont, because of their status with Carrier, was able to "give" me an upgraded Furnace which provided an enhanced OPA rebate, so that the whole deal was cheaper and better technologically than I could have thought. I got a Lincoln for the price of a Focus. Superb, old school, relaible and responsive company. Mel Greif, Annex

I extremely disappointed with the service from this company.

We had a new furnace installed just over a year ago and were told after a cleaning in January that a major part was faulty and needed to be repaired. They said it was still okay but should be done as soon as possible and the work would cost $600.00. When we contacted the company because we felt this was a large amount to pay after 1 year that the furnace was installed they agreed to reduce the cost by $150.00. An employee from Enbridge came to our location on Feb 21 and advised us that it was extremely important that the repair be done immediately as it was extremely dangerous and the funance could of blown up.

We subsequently called dupont and they came to fix the problem and charged us $850.00. This was absolutely absurd. Never mind the money they put our employees and tenants in danger.

When I approached them about the cost they could only say that these things happen and some other pieces were required.

We used them because we like to support local businesses but are so disappointed that the owner of the company did not even try to contact us about this matter and left it up to employees to deal with.

Be very careful when dealing with this company and research the products they sell.

I hired Dupont to replace a combination hot water tank/boiler in my condo. I called a few places and they had a good price. The tank needed to be ordered (nobody kept in stock) so good thing I replaced before having trouble with it. Although the crew showed up a couple of hours late, the office called to advise me which I appreciated. The two man team were very nice and professional. A job supervisor came by to drop off some required venting pipe and stayed to see the job finished, which was great service considering it was a small job. I would definately hire Dupont again.

It's 9:30 PM Thursday right now. They've been here for over 4 hours. 1 more hour to go. So they say...

This job -- removing our ancient water heater and tank and replacing it with one of those little white wall-mounted jobs -- was scheduled for Monday, start to finish. But they didn't finish until Wednesday morning. Poor planning, that included failing to account for access to the upstairs apartment Tuesday morning, was to blame.

So why are they here now? Because we still had no heat Wednesday night, so a gentleman returned today to investigate. He found our pump broken. Why? Because the return and supply had been reversed in the installation. So tonight's adventure is all about correcting this elementary mistake. They are cutting pipe as I write this. My 2 year old son is exhausted and begging to go to sleep, but with the noise that's just not possible.

I'm awarding 1 star for the honesty and forthrightness of the gentleman who performed the post-installation inspection, diagnosed the problem, and called the guys back from the job they'd moved onto.

Buyer be warned

Facts:
Purchased GDS 60 Napoleon fireplace in 2006
Fireplace used a total of 30 hours per season (more decorative then heating source)
In 2007 fireplace had low weak blue flame even on high
Dupont assessed need to replace regulator valve to fix problem
I authorized work but part was in back order
Summer 2011 I followed up in preparation for winter season
September 2011 techinician replaces regulator - still low flame (faint blue flame) $250 invoice for this work
Called Dupont and told them of same issue and they send mechanic back to repair.
Mechanic advises me that the flame does not go any higher, and asks me if I am sure it was higher and leaves. - I was not charged for call back
Called office again and was told their best technician will come out and take a look.
Second technician diagnosis a second malfunction with another part by visual inspection, second techincian continues to question my memory of the flame height and advises that Napoleon units have these kind of problems after two three years, estimate cost for repair $600 - bad attitude was an omen
I call the offcie again suggesting that the problem is with airflow and not parts, I was assured it was parts and as act of good faith i would only be charged cost of part, I consented
October 2011 second technician comes out and replaces part but now tells me first technician had damaged the pilot line and had to be ordered in
Called the office again and I was told the order for the parts was placed
Novemeber 14, 2011 second technicain comes out again and fixes the pilot line, he then tries to light the fireplace but the starter isn't igniting the pilot so he manually lights it, whistling happiiy becasue he was moving right along. I said to him you just lit the pilot manually and he replied "yes I did", with a half smirk.

He reassembled the unit and after fixing the wires they had crossed on the electronic ignition he lit the fireplace only to get the same flame level.
While the techinican was there I called the office to let them know that the problem was not resolved. Mike was not in so the technicia packed it up to go. At that time I asked him if the starter is working and he turns to me and says no it will need repalicing, at which point I asked why was I not given a direct answer on the matter when I first asked.
Once again I was told by the technician that I am imagening things and that I am after free parts.
To my surprise the office (Mike) said he could not help any further, they cannot fix my fireplace.
November 14 2011 I called a technician from Toronto Home Comfort ho came on Novemeber 16, 2011. Within a half hour, a can of air spary to clear the blocked tubing and a service call of $100 my fireplace was fixed and the flames are glowing and at the perscribed by the manufacturerer. Oh, and he cleaned the fireplace inside out!

Comment: I knew there must have been a problem with the pilot starter when he lit the pilot manually but I wanted to test the honsty of this second techinician - failed. I will not go into details as to what transpired between me, Dupont and its agent after he finished the house call as this will be an issue for future litigation.

I will let you draw your own conclusions on the technical apptitude of some of Dupont's techinicians.

I regret recommending them to an older couple for a furnace installation - I will have to stay close to them on that install.

Called and scheduled an appt. to fix my AC system that was malfunctioning. I spoke to the manager on the phone to describe the problem and to note that I wouldn't be home at time of service. I specifically requested a call upon the technician's assessment to approve any work further work done and was told that would be no problem and verified my phone number. On the day of the service call, the fix was described as 'small', the technician came and went in less than 20 mins and I was left with a huge bill.

I promptly called to complain and try to resolve the issue, not for the quality of work but for the pricetag and for not being able to approve the work as agreed. I was completely shrugged off and told that I was making things up. The bill was the bill, end of story. Completely unreasonable and unethical management and overpriced at the end of the day...too bad.
***
In response to Mike's comments its disappointing and frustrating that they claim to be a victim and infer that I am making up facts. I absolutely had given instructions to call me with diagnosis and Mgmt. knows they made an error but won't admit to it. What's worse is that they took advantage of the situation by completing what was described as a 'small' repair in 20mins and leaving us with a $300 bill. Mike claims numerous times on this website to be willing to resolve conflicts with customers but when I tried in good faith to resolve the issue, I was simply told that I was making up facts and dismissed. Clearly this company is about making as much money off of customers as possible and not about building a mutually beneficial customer relationship.

Terrific technicians in DEE and David. On site visit by supervisor Mario. Terrific service in moving our hot water tank, furnace and getting all of our heating and AC needs up to code. Using them since 1999 and very thankful! George Barron, Beaconsfield Avenue

After reading all the reviews here about Dupont, I decided to call them to fix my furnace problem in this cold winter day. I was so happy for this decision. They came and fixed the problem very quickly and gave us very good advice. And the service price was quite reasonable. They also gave very competitive price for replacing the furnace later.

I'll definitely choose Dupont always and will recommend them to my friends.