Reviews

Review Details

• Review fromJames D.

  Date: 11/15/2022

  1 star
  In April of 2021, I had Mercurios come out to assess my heat pump which was no longer working due to low refrigerant. Once they arrived, they confirmed the system had a leak and told me it would be $1400 to diagnose at that time and depending on what it is, they may be able to fix it for that as well. I thought that seemed expensive, but they were there and I needed my heat pump to work. Luckily enough for me that day, an hour later they found my leak and repaired my heat pump for the $1400 initial estimate, which took 3-4 hours for the entire visit. As a part of the repairs, they installed a receiver dryer on one of my lines. This summer when I went to use my a/c, it would not blow cold again and my wife had a co workers husband who is an HVAC professional inspect our system and our system was low on refrigerant again. He pointed out a leak to me at the receiver dryer that Mercurios installed. He recharged my system to get me working again. I contacted the tech from Mercurios directly on the phone number he provided me the day he did the service. He said he would look into it and then when I followed up a week or so later, he ghosted me. I know summer is a busy time for a/c service and since my heat pump was currently functioning, I called in November to make an appointment. After explaining my situation, the Mercurios associate informed me the warranty on the repair was 1 year and that I would have to pay another trip charge and diagnosis. I'm not paying another $1400 to have Mercurios come out and fix a repair that wasn't done properly in the first place. I work on automotive air conditioning so I'm not a layperson when it comes to understanding that small leaks on an a/c system can take a long time to show symptoms. If I pay to have a job done, and it isn't done right, I don't think it's unreasonable to inspect and fix your work, even after a year has passed.
  

  Mercurio's Heating & Air Conditioning

  Date: 11/25/2022

  Thanks for letting us know your concerns. We apologize that ************** didn't follow up with you earlier this year, and would ask that any future communication go directly to our office. Our field personnel don't handle scheduling appointments or follow up for customers. We would have been happy to go back to your house if you had contacted the office when it occurred. As for the warranty, our repair warranty is clearly stated on the invoice that you received, which is why the person you spoke with let you know about the trip charge and diagnostic. For liability reasons, we are unable to accept a diagnosis from another party such as your wife's coworker's husband, and we would have to perform that to determine how to move forward. We would be happy to discuss this further with you and invite you to call us at ************.