Mersey Heating And Air Conditioning

Formerly Mersey Service Experts
Heating & Air Conditioning
ON M1E 3W1
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Heating & Air Conditioning
Mersey Heating And Air Conditioning
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90%

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Reviews by rating (past 12 months)

Reviews for Mersey Heating And Air Conditioning

Average customer rating:
9.3 10 (823 reviews)

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Private User
Private User
Private User reviews Richmond Hill, ON
0/10

I won't use Mersey again

In January, I noticed that my furnace was not functioning properly and promptly contacted Mersey Heating, the installer of the furnace. A technician was dispatched to inspect the unit and informed me that a component needed replacement, which was fortunately covered under warranty. Despite the part being covered, I was charged a total of $593.25 for the service. The breakdown of charges listed on the receipt included a Diagnostic Fee of $169, a Level Repair Fee of $356, and HST of $68.25. It is worth noting that the entire process, from inspection to replacement, took approximately an hour and a half.

I find these charges exorbitant and unreasonable. I promptly reached out to the company via email to express my concerns about the pricing structure, but to my disappointment, I have yet to receive any response even after more than two weeks.

It is evident to me that Mersey prioritizes profit over customer satisfaction. Not only are their fees unjustifiable, but their disregard for customer concerns is unacceptable. In response to this situation, I have taken the necessary steps to file a formal complaint with the appropriate regulatory bodies. It is my hope that this action will bring attention to the unjust practices and lack of accountability exhibited by this company.

In light of my experience, I cannot in good conscience recommend Mersey to anyone seeking furnace services. their high charges and neglect of customer feedback warrant 0 star rating in my opinion.I won't use Mersey again.
Reference: Job#290474

Approximate cost of services:
$593.00
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Private User
Private User
Private User reviews Old Toronto, ON
0/10

Don't use Mersey

For several years I've had my tankless hot water heater serviced (yearly) by Mersey and was always happy with their service. In November 2023 the hot water would go off and on in the shower so I called Mersey in a month before I normally had the servicing done - and the first thing their technician asked after opening the hot water heater was what company had done the last servicing. I asked why - and he said that they had left us with a dangerous situation - the external limit heat wrap (I believe this was the name) had not been put back into position. The technician had to tag and shut off the gas to the water heater as it had to be completely replaced as the excess heat had caused it to deform and it was leaking gas.
A Mersey sales person contacted me the next day and quoted me $16,000 for replacement - more than double what I ended up paying from a different company to have a combi-boiler installed.
I called Mersey multiple times over the next several weeks asking to speak to a manager. Every time I was told that a manager would call me back shortly. Nevermind that I was charged for the service call in which the gas was shut off to my house, really the least they could have done was call back to address the situation. I won't use Mersey again.

Approximate cost of services:
$250.00
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Company Response

We are truly sorry for the negative experience you had with our team. We appreciate your feedback and want to make this right. We will be reaching out to you directly to discuss your concerns, please watch for a call from us. In the meantime, if you have anything else you would like to go over, please call us at 6479430807. Thank you!

Kitty14
Kitty14
1 review York, ON
10/10

Very helpful during difficult circumstances

Our heating stopped working while my family was out of town because my father was dying. The last thing I wanted to be thinking about was our furnace. The Mersey staff were responsive, helpful and went the extra mile to sort things out with me during a difficult time. Great customer service! We ended up deciding to purchase a new furnace and they both installed the furnace and dealt with the financing immediately. We came home to a warm house. Thank you Mersey!

Approximate cost of services:
$8,000.00
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Company Response

Kitty14, thank you for choosing and putting your trust in us!

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

Condo heat pump

My experience was horrible. Three different appointments and still they couldnt diagnose the issue with my condo heat pump. On two additional occasions the techs didnt even show up after my appointments were confirmed. In the end when I called another company, turns out their diagnosis of the issue was completely wrong. I was 3 weeks without heat as a result of their incompetence, lack of clear communication, missing apointments and poor customer care.

Approximate cost of services:
$190.00
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Company Response

Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation.

After carefully reviewing our records, we couldn't find your name or any details about your recent interaction in our system. We would appreciate it if you could provide us with more information such as the date of the service or the name under which the appointment was scheduled. This will allow us to investigate the matter further and address your concerns appropriately. Please phone our Operations Manager at 647.43.0807. Thank you!

Babak in Toronto
Babak in Toronto
0 reviews Richmond Hill, ON
0/10

DO NOT deal with this mersey company from 1960 Ellesmere Rd Unit 6 M1P 3C2 Scarborough Ontario

This company is not a trustable company. They did change my heating and cooling system since we didn't get a good heat or cold upstairs and after their installation, we still have the same problem. they even told us that they would clean up the ducks since we might have an issue there and they have sent two morans to do the job and they couldn't even clean up the ducts!!!!

Approximate cost of services:
$12,000.00
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Company Response

Thank you for bringing your concerns to our attention. We apologize for any inconvenience you experienced and can understand your frustration with the situation.
After carefully reviewing our records, we couldn't find your name or any details about your recent interaction in our system. We would appreciate it if you could provide us with more information such as the date of the service or the name under which the appointment was scheduled. This will allow us to investigate the matter further and address your concerns appropriately. Please phone our Operations Manager at 6479430807. Thank you!

Aljorehmee
Aljorehmee
2 reviews Scarborough, ON
10/10

Highly recommend

we were very pleased with the replacement of iur heat pump. MERseY personnel were very professional and friendly, moreover, knew what they were doing.

Approximate cost of services:
$15,000.00
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Company Response

Thank you for choosing and putting your trust in us - we appreciate your business!

Kathy
Kathy
1 review Toronto, ON
5/10

Annoyed

Been a customer of Mersey for over 5 years and have always enjoyed great service, very prompt and professional. I always get my AC and furnace checked by them every year. This year have had to make 2 appointments for a furnace check before the cold weather, both appointments cancelled by Mersey and I am rebooked for November. Somewhat disappointed.

Approximate cost of services:
$100.00
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Company Response

I'm sorry to hear about your recent experience with Mersey. It's understandable that you're disappointed, especially after being a satisfied customer for over 5 years. I hope they can address this issue promptly and provide you with the exceptional service you've come to expect from them.

Private User
Private User
Private User reviews Toronto, ON
6/10

Very disappointed

After 23 years of good service from Mersey, I was extremely disappointed when they did not show up for a furnace problem on Thanksgiving weekend, and did not notify me they werent coming. I interrupted my plans to be home in time, and 3 hours later, called them 3 times before learning they didnt have staff.
So much for their 24/7 guarantee when a service plan is purchased.

Approximate cost of services:
$0.00
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Company Response

I apologize for the disappointing experience you had with Mersey on Thanksgiving weekend. As a loyal customer of 23 years, I understand the importance of reliable service, especially during crucial times. I am truly sorry for the lack of communication and failure to notify you about the availability. Your feedback will be taken seriously to prevent similar incidents in the future. I understand your frustration and disappointment in having to rearrange plans and wait for three hours, only to find out Mersey couldn't address your furnace problem. I will personally contact Mersey's management to address the issue and emphasize the importance of reliable communication and service guarantees. I apologize for the inconvenience caused and assure you that we will rectify the situation and provide exceptional service. Please reach out if you have further concerns or need assistance. Thank you for bringing this matter to our attention, and we will resolve it to your satisfaction.

ZinjChick
ZinjChick
1 review Toronto, ON
8/10

Purchase and installation of a new ductless air conditioner

On August 11th 2023 we has a new ductless air conditioning unit installed. The installation went really well - the technicians showed up when they were supposed to and dispatch called in advance to let me know that they were arriving shortly. The first time we used the new unit was on Sunday August 20th 2023 - the next morning we discovered that there had been a massive leak (the pipes from the external unit run into the house to the internal unit through my closet and my clothes were soaking wet, as was the plaster wall). I contacted Mersey on the morning of August 21st and they sent out a technician who arrived at 9am. Although he was able to fix the leak, he couldn't do anything about the water-damage. He told me to call and ask to speak with an operations manager. Although there were some initial difficulties in getting in touch with Mersey in regards to the water damage, this was rectified. They offered to pay to have the stains on the closet wall painted, as there doesn't appear to be any structural damage, especially after the plaster had time to fully dry.

Approximate cost of services:
$9,266.00
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Company Response

We apologize for the leak and the trouble it has caused. We are committed to providing excellent service and actively seeking a resolution. the initial difficulty in contacting us has been noted. We're determined to fix the problem so that you're happy with the outcome. Your comments will help us improve our services and are greatly appreciated. Don't hesitate to get in touch with us if you have additional questions or require assistance. We apologize for the inconvenience and we are committed to doing our best to make things right.

Alireza in Toronto
Alireza in Toronto
1 review Richmond Hill, ON
0/10

Thermostat not working

I was not going to be the one who leaves a bad review for Mersey Hearing and Air conditioning especially when a good relationship was made between us. I had bought my furnace, water heater tank, and air conditioning from them within a couple of years.

On August 9th, 2023 I discovered that the display on my digital thermometer meter was not working (had blank screen). It was a warm day and the day was heating up very quickly so the need of air conditioner was essential! I called Mersey to find out what I can do to fix it. This was especially concerning as the unit was new 2 years old but was out of warranty (still very new!) still having a blank display was unexpected. The consultant did NOT try to trouble shoot at all and said they need to send some one out to do a diagnostics for the cost of $160 +HST ($190.97 after tax). I had no choice but to accept it as I leave with a senior mother. The guy came in time as expected and right as he got in the door he said did you check to see if the furnace switch was accidentally shut off? This was exactly the case as I am in the process of renting my basement out and so a lot of agents come and go and must have turned it off mistaking the switch for the light in the furnace room. I never thought of checking for this as the thought of the switch fixing the thermostat never crossed my mind! I quickly went downstairs and turned the switch on along with the repair man watching. At no time did the repair man do anything just told me to check which this was in fact what causes the thermostat not to work. After turning on the switch the system was back up and running. Right away I asked the repair man to cut me a break and only charge for the gas and small amount of time that he had to take to come by. He said its not up to him and that he had to charge the full amount as this amount is the cost for his visit. I was very disappointed especially when I had spend around
$20000 already with all the products from this organization. I called their main customer service expressing my concerns to please lessen the charge to maybe half price as I dont think this is fair for the guy to just show up not lay a hand to do anything and guided me on turning on the furnace main switch to get FULL amount of the visit. When I called them they said they will send this case to a manager and someone will reach out which of course they never did! I am just disappointed as this could have been an ongoing relationship with this organization which had ended and dont think I will ever call them again for anything. Its one business they will no longer have going forward!

If the company would reconsider the charge or at least REDUCE the cost as good business practice I would reconsider maintaining this relationship.

I would not recommend this company to anyone as they are hungry for cash even when nothing is done. The turning on of the main furnace switch SHOULD HAVE BEEN suggested up on first consultation by phone and not to waste my time and money for an unnecessary visit only to collect $190. Anyways just wanted to share my feedback here so you are aware that Mersey Heating is no different than the average heating company who is only after your hard earned money. A company without a soul is not the one I want to do business with going forward. No thanks!!!!!

Reference: Job#283590, Auth #: 05226E, U#8180. August 9, 2023.

Approximate cost of services:
$190.00
1 of 1 people found this review helpful.
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Company Response

Your detailed feedback is of utmost importance to us. We sincerely apologize for any inconvenience caused to you during your recent service experience.

At Mersey Heating and Air Conditioning, we aim to deliver the highest quality of service and it appears we have fallen short in this instance. It's disheartening to hear about your disappointment and we understand how frustrating it can be for you.

Your concern about the charges and the way it was handled are duly noted. We believe in forging long-lasting relationships with our customers through transparency, fairness and excellent service. Your feedback will significantly contribute to our ongoing efforts to improve our services.

We sincerely regret the confusion that happened during the service call and we wish it could have been avoided. We are taking your feedback very seriously and will ensure that we learn from this experience.

Thank you once again for sharing your experience with us. We value your business and hope to have an opportunity to serve you better in the future.

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Mersey Heating And Air Conditioning

It’s the Right Time to call Mersey Heating & Air Conditioning!

We've changed our look, but not our commitment to you. Mersey Heating & Air Conditioning Heating and Air Conditioning is now part of the Right Time Group of Companies and will continue to serve you as we have for years. Rest assured, we will continue our personalized customer service and honour all of our service plans, guarantees and warranties. We look forward to serving you and your home comfort systems.

CATEGORIES
Heating & Air Conditioning
SERVICES
Fix all makes and models of residential furnaces and air conditioners. Installation of furnaces and air conditioners Installation of indoor air quality products including HRV, humidifier, HEPA filters, UV light, Provide free in home assessment
BRANDS
Premium LENNOX DEALER
WEBSITE
https://www.merseyheating.ca
YEAR ESTABLISHED
1971
NUMBER OF EMPLOYEES
30
RETURN POLICY
100% customer satisfaction guarantee
PAYMENT METHOD
check,cash,visa,MasterCard,amex,discovery
LICENSES
Gas license, Refrigeration license
LIABILITY INSURANCE
Yes
WORKERS COMPENSATION
Yes
BONDED
Yes
WRITTEN CONTRACT
Yes
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