Mersey Heating and Air Conditioning

So if you live in a condo building, don't call them. They will book you in for a service call and everything, make you wait, and actually come to your building but won't go in. Apparently. (Not Covid related) I had such a pleasant experience with them before for my house, so I thought I should give them a call when my tenant contacted me about the unit's heating issue at The Merchandise Lofts. There is no hot air. The furnace in the unit has most likely given up. We were prepared to replace that. I also want to remind you that Toronto has an extreme cold warning right now. I can only imagine how my tenant feels. I booked yesterday morning, letting them know IT IS A CONDO BUILDING WITH THE UNIT NUMBER. Even though I wanted to send someone asap, they couldn't send someone until 4-8 pm the next day (today). Since I already went through this with another condo unit very recently, I knew there was a chance I needed to replace the furnace, So I wanted to wait and schedule this company since I had a great experience. They just called me at 9:18 PM, saying that the technician pretty much got there, saw the building, and turned around. Let the owner contact me to say he isn't going in because it's an apartment building. (It's not. It's a massive condo/loft building) It was so frustrating how the owner handled it as well. He called me and basically said, all cheery, 'Yep, so he won't come. We only do houses and townhouses. I don't know what happened or how you got booked. But I appreciate your business! Bye!' With no other explanations. Also want to remind you that this is the same company that had to reschedule water heater maintenance at my house like a week ago because 'there are people with no heat in this weather.' I thought it was very thoughtful of them to help them first. I happily agreed. Now I'm thinking, was that just because they get to replace the furnace, which is better money than just doing maintenance? Wonder if the technician refused even to go in because it's an 'apartment building.' so it might not be a big-money job? Even though we were expecting it to be $3-4k. Still not big enough?

I am so impressed with Mersey! They have been outstanding since my first point of contact last year. I recently found water in my basement and discovered that the tube connected to the furnace pump was bent, causing the pump to back up. I was able to straighten the line, but had some concerns that it might happen again and wanted to have it checked. I was able to secure an appointment for the next day after calling the company. The technician (Sam) arrived promptly— in the middle of the most ridiculous snowstorm, no less—and was so knowledgeable and cheerful the whole time. He confirmed the issue, ran the pump several times to check its efficiency, and checked the humidifier to be certain the issue didn’t extend beyond the pump. His thoroughness impressed me and was appreciated. Sam took the time to provide paperwork for the visit and offered suggestions for monitoring any future issues. It was such a pleasant experience! I can’t say enough about the positive experiences I have had with Mersey. Thanks so much!

Very professional interactions with Jay to price out the work and provide answers to a million questions. Steven and Shane followed up with great installation experience as well. Work appears to be clean and detail oriented.

I contacted Mersey heating and cooling for furnace tune up. Mr.Rocky Wang served us and did a thorough checkup of the furnace and AC systems. He gave a honest report of the condition of the systems. We then had Mr.Steven Sheriff who works with Costco and Mersey give us a 90 minutes quotation presentation for purchase of a new furnace and AC system. He has great knowledge of these systems and is professional and punctual. We like the experience we had with Mersey and will go to them in future. Highly recommend. ?

Mersey Heating and Air Conditioning were amazing. Their team was very responsive to our situation when our furnace broke down over a weekend. Their emergency response was excellent. Then Rocky was a great ambassador for Mersey. This is the second time Rocky has been our technician. He is extremely professional and very personable. He is very good on the technical front and did a great job dealing with all our maintenance and repair issues.

Mersey Heating and Air Conditioning is the best product service we have ever experienced. We did install a Furnace system, air conditioning, and humidifier units. We have three professional installers from Mersey who did the work for us. It is truly surprising that all of them are not only very professional in their field but also very customer-minded. It could be a culture at Mersey and the way they select their employees. However, we believe that it is more toward the attitude and professionalism of their employees. Today, we have Rocky Wang come in to install one piece of equipment for us. He is very knowledgeable, and patient, and pain taking to explain to us every question we asked even if the question is not directly on the equipment but related. He also showed us other products available from Mersey with a video which certainly helped us to decide to add in our installation in the future. This is because the video is concise and tells us of benefits that we would get more than its cost. After the finish of his installation, he did spend sometimes to explaining to us how to operate and maintain it. He shows us a great detailed steps and ensures that we know exactly what he said and we can do it by ourselves. Yet, he also ensures us that we can call Mersey at any time should we run into the difficulty of maintaining it. If we try to think back for over a year we would ask how many times we might get this kind of experience. The experience is to receive a professional, excellent quality, on time, and responsive service and product. We are certain that we might not have even one in a year but Mersey and Rocky did it to us today. Also, we are so certain that we are not only getting a good value but also overvalue of these products of Mersey and those extraordinary services provided by its employees like Rocky Wang did today.

Very professional service and appointment booking, with reasonable and transparent rates. I asked for an appointment via an online form on the Mersey website and an hour later got a call to book a next-day appointment (same day was also offered). I got a call at the beginning of the service window to alert me that the technician would arrive shortly. The technician, John, was on time and respected safety protocols with mask use and boot covers. He and his assistant were able to get the system restarted without parts replacement, but he warned of a long-term issue with my 16-yr-old Carrier gas furnace. The diagnosis was well explained and a new furnace was recommended. The new furnace recommendation was very professional and was not a sales pitch, which I appreciated. I have booked a subsequent sales call with Mersey, as I can see they also are affiliated with Costco in my area.

We had Stephen and Shane from Mersey replace our failed furnace and air-conditioner this week. The guys were quick, accurate, clean, and very professional. They even fixed some incorrectly installed piping they noticed on the water heater, which was done by a different company without me asking for it. And today, while installing a new humidifier, Omar from Mersey found a way to boost humidifier efficiency. It's exiting to get the house to a more comfortable humidity level during the winter months. I'm super happy with the service and delighted I did not get locked into a crazy lifetime contract with "you know who," which would cost me 3x times the price of those units. And 15%(!) of the total cost in Costco cash card was a nice bonus, but I would choose to do this with Mersey even without it. It's refreshing to get good service in these troubling times. Thanks, guys!