From on call repair, to repair, to install staff all were honest, hard working, thorough, and friendly. Best experience I've ever had with an HVAC install company and would choose Rick Menard's again. The many positive reviews are true.
I like that their staff seem to be rewarded based on good reviews because it's a good incentive for them to be as helpful and thorough as possible, genuinely. Note: If you're wondering if the reason there are so many good reviews is because they offer an incentive to customers - I wasn't offered one (and glad). I'm leaving a review because I'm just that happy and want to make sure good work is recognized/rewarded.
I initially called RM's repair service. The weekend on call repairman I spoke with was honest and suggested we wait before having them come out because it was likely our coil was frozen and couldn't be fixed that day, and it's a higher cost to come out on the weekend.
JP from repair came out a few days later and was great - thoroughly looked everything over, was careful not to let our elderly indoor cat outside, took his boots off while inside, educated me on the issue, was very knowledgeable and explained everything very well. While he did sell us on a new A/C at no point did we feel like that was his goal - he helped us weigh the pros/cons of our choices and come to our own decision. He made sure that the new unit would fit in the small spot where our current unit is, so we wouldn't need to cut the deck or do any major changes to the yard - a huge thank you to him for that since that easily could have been overlooked.
It's a busy time of year so it did take a bit to get the team scheduled and I'm grateful for Luc's help and the team's flexibility to schedule install of the new unit as soon as possible.
Nick and Nick came out to install - showed up early, worked incredibly hard to install the unit, thoroughly tested it, explained everything thoroughly, answered my many questions, cleaned up after themselves and finished up early. Nick the helper was great and fixed an issue caused by the water heater install company that could have caused a carbon monoxide leak into our home. (Thank you Nick!)
Nick the technician was incredibly knowledgeable and helpful throughout - explaining to me what they were doing and why it was important. I had no idea A/C installs were so complicated but now I do and its all about safety!
I wasn't sure how to get the manual and warranty so I emailed Stephanie the admin assistant. She was great and even registered the A/C and coil warranties with the companies for us, and sent us a copy.
My only constructive feedback is the installers weren't given a clear copy of the sales agreement, which led to a missing item for the install (pump). The copy they had was very dark and cut off so the installers didn't know they were to bring the pump and would have needed to go all the way to Orleans to get it. Nick the technician was great on his feet and adjusted to solve the need for this item without needing to go to get the missing item (thank you Nick!) But RM might consider ensuring the installers get a clear copy of the sales order to avoid a repeat scenario :)
RM might also consider providing protective carpet runners for the installers instead of the booties. That might make their job a little easier with all the back and forth inside and out they need to do, and may help keep customer floors/carpets cleaner.
Overall - great service from repair to install and would trust these guys again.