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I contemplated for quite a while before posting this review... We contacted Francis for installing a heat pump and our initial encounter with Angelo the comfort advisor was great. He was very knowledgeable and even troubleshooted an unrelated temperature concern in our basement. Then comes the install - the technicians spent > 9 hours on the job and we were told there were "complications". One technician fell and damaged part of our ceiling drywall. They also did not set the wiring properly and the heat pump was running constantly 24 hours a day. In addition, to our surprise a few days later, we discovered a large pool of water surrounding our furnace and realized the condensation drain line was not attached to any drain (!!). They have since been very responsive in addressing these concerns and fixing our technical issues. However, they did not provide a reasonable solution or compensation for the accidental drywall damage, which in my opinion, was an avoidable part of the installation. They offered to install these white panel covers which just looks awful (see photos). I haven't heard from them regarding the drywall damage since...
I called to have my air registers the house balance so the upper and the basement can be at the same temperature. The Tech came and told me that because some of the vents are closed and that what cause the issue, he showed me how to open them. Further more he said my outside unit is dirty and need a good cleaning. I agreed to the job and paid $231.59. I also agree to signed on to a Silver Service Plan the same day. However, A few days later; when the weather became very hot; I noticed the house is not cooling. I called and the technician came back, this time he told me that the refrigerant has a near zero reading. He suggested that there maybe a leak in the lines. He said he will be back the next day to check for leak and also gave me a quote for the refill of the gas (~$800). He turns off my HVAC and charge me another $231.95 for the second services call. The next day he didn't return, I called the office and told that the earliest they can return is next Tuesday! The house at this point is hoover around 28C - 30C!!! I went on FB and found a company that able to come very early the next day and he was able to get my house cool gain in less than a couple hours. All it took was a replacement of a capacitor and a good cleaning (with water) of the outside unit; kind of make me wondering just what did Francis' tech do!?!?. I asked him about the gas and he said it a bit low and he can top it off for me. Total cost: $375. I am very disappointed that a big company like Francis Plumbing & Heating would conduct their business and treating their client this way!!!! The pictures be low are the reading from the tech that fixed my AC, the missing screws from Francis' tech. I also have the video when my tech was cleaning the AC unit but cannot post it!!!
Had a great experience with the technician who came to service our tankless hot water tank and air handler. Not only did he realize we were overpaying for our maintenance, he recommended something else to increase the longevity of the tank given the hard water in our area. He booked us in for an appointment for a quote later this month. He arrived on time and did a great job. Thank you!
Booked annual furnace inspection with them. Staff was very friendly and helpful on the phone. Colin was very detailed and took his time to explain everything about our system since we had no familiarity with the system. He was very considerate and professional.
I have my furnace A/C and water heater covered under the Francis Gold Plan. I had issues with my old furnace sensor last November which a Francis technician serviced. I've been experiencing issues with it again this month and was thinking of calling Francis. Coincidentally, I got a call from Francis for my annual furnace inspection and had it last week. Sanjit did a thorough job testing everything and the result was that two parts definitely needed replacing now and the induction motor was recommended to be replaced soon. The furnace was well into it's 18th winter and I decided not to spend $2,000+ to repair the three parts. Instead, I asked for an appointment to discuss replacement. Shelley came the very same day. She explained my options completely and we also discussed replacing my A/C, also more than 17 years old. I chose a package to replace my furnace as well as to replace my A/C with a heat pump, with several accessories and 10 year parts and labour warranties. Shelley also was able to include a $2,005 discount promotion that wasn't yet in effect for the accessories: Ecobee Premium Thermostat; forced air ventilation cleaning and disinfecting (to do in March); UVC-24 germicidal light as well as a Mac-L Merv 11 Filtration System. Yesterday, I had Francis technicians Ian, Joey and Blair perform the furnace and A/C replacement. They're really nice guys and did a super job. Blair performed the old A/C removal and heat pump installation, braving the cold. The unit is well sited and situated on a new snow stand supported by a flagstone on a fresh gravel base. It's better than I expected actually. Ian and Joey did the old furnace removal and installation of the new furnace, thermostat, filtration system and UVC-24 germicidal light. They exceeded my expectations by reworking the drainage tubing/piping for not just the furnace but, the water heater and humidifier unit too. The work sites were nicely cleaned up when the guys were finished and they reviewed how the thermostat works with me as well as the work done on the furnace. I am extremely pleased with my purchases and the installation! -------------------------------------------------------------------------------------------------- I purchased a new Navian Tankless Water Heater from Francis and had it installed on November 10. The old rental unit was also disconnected and moved to my garage for pick up by the rental company. When I was discussing my water heater options, the Comfort Advisor, Shelley, was very knowledgeable and showed me the expected long term energy costs for both a tank and tankless system. She was also very thorough with her explanations of the work involved for the replacement. The installation was performed by the Appleby brothers. They did a terrific job with the installation and were really nice guys. I especially appreciated the extra care they took to double check that the water pipe and gas line fittings were leak free. The work site was completely cleaned up too. I'm very happy with the whole experience.