Northwood Heating & Air Conditioning Co. reviews (195)

I used to love this company and have written them a couple of glowing reviews in the past. One day they totally dropped the ball with us. We were not happy with a tankless we got and we were basically dropped my them. It takes a very very very long time for the hot water to come in. It saddens us to see the water we waste. They told us it was normal but since then we have had a few opinions, all of whom say it is not. At one stage I wrote them a long letter explaining our frustrations and never heard anything back. It is too bad because I really thought we had a good relationship with this company and now we're stuck with an expensive tankless that wastes water and is a real let down. Until this episode though, we were always happy.

This is a fantastic company to deal with. We had an installation of a new water heater and hepa filter, duct cleaning and other maintenance done over the years. Great Service, good value and quotes were always honoured. Definately recommend!!

My relationship with Northwood started very promising in October 2011 when they came to install a humidifier and condensate pump. The work was more than the crew expected and Northwood helped with the labour costs. However after only two years of use the condensate pump was shot and since I have never had one before I actually think it was defective from the beginning based on what the technician said. Dec. 17th the technician came to inspect the pump and said I needed a new one. He told me they would order one and call me when it came. A full month later on Jan. 15th I finally called to get an update. Steph said she would check and call me back the next day. The next day and came and went and so I called back on Jan. 17th. She said she needed to make a call and would get back to me. Finally on Jan. 22nd she called me back saying she needed a serial number. I gave that to her and she ordered the part. All through this dialogue I felt we should have a price break as it seems rather sad that the part only lasted two years (less then that really!). She kept saying she would ask and always had an excuse as to why she didn't have an answer yet. Finally the part came and the technician installed it (Jan. 31). During his installation process he said we need a new thermostat for the humidifier as it doesn't work. This again was the same one installed in Oct. 2011. Of course he said we could order a new one. As he was writing up his bill I finally had to call Steph back to ask for the discount and miraculously she had someone to ask on the spot. A 10% discount... but I guess that was made up in the 1.5 hours of billable time I was charged for what was a total of 30 min in and out by the technician. Needless to say I will not be ordering the thermostat. What a frustrating experience this was for me as I had to call countless times to get any response from this company and I probably would still be waiting for the condensate pump if I never called in the first place. I guess customer service is not a priority for this company!

We contacted Northwood about getting a new boiler and water heater. They responded promptly and came to run down the options and provide estimates. The installation crew was polite, professional, and left the boiler-water heater room clean when the work was finished. We haven't had any problems.

I have used Northwood for some duct work in the past, at the same time major problems in my gas line were pointed out to me. After having Gary come up with a great way to run my new gas lines the guys came out to do do the job, sure enough half way into the job the power went out. Not one complaint or step missed, these guys are real professionals even arranging for a generator to finish the last bit of work. In the end we have a clean manifold with shutoffs for all our appliances. Thanks again Gary, Santos and all the great people at Northwood.

Upon receiving the home inspection on the furnace the previous homeowner identified as a few years old, after doing much research, I called Northwood . Since they're a family owned and operated business I decided to go with them because I felt the service would be more personal. Gary came out and confirmed everything the home inspector put in the report. The furnace system was beyond ages old. The ducts appeared to have never been cleaned. We opted to invest in a high efficiency York system which included a pass through humidifier. They also installed a tankless system. While doing the other work in the basement, the techs noticed the poor state of the gas dryer vent and replaced the venting materials. I've experience some issues with the humidifier which they were very quick to attend to. All the staff at Northwood are extremely diligent and professional. Their focus on service is stellar. We will be keeping them as our HVAC service provider. I would highly recommend Northwood to family and friends requiring HVAC work as they go above and beyond for their clients.

We needed to replace our old furnace and after numerous phone calls, visits, and quotes, one more confusing and sketchy than the other, we called Northwood. We knew they were in the running from the minute Gary put his bag down and said let me take some measurements....the first company rep to do that. Ours was a complicated install because the furnace is in the middle of the basement and it was a challenge to figure out where place the pipes because space was tight. Gary took the time to explain and make suggestions. The install took about 12 hours; they had to come back to make some adjustments a week later but our furnace room looks like an art installation. This company and its workers clearly take pride in their work. They literally redesigned our furnace room; corrected longstanding problems from previous installations; e.g., putting our humidifier in the right place, putting the proper vent on our water heater, etc. They might cost a little more than the other companies but it is worth it. Given how complicated our install turned out to be and the amount of time it took to make our furnace room look better in terms of form and function, I shudder to think what would have happened if we had gone with a cheaper quote. Thanks to Santos for the pretty design and Jian for the follow-up visit. Thanks Northwood...

I wish I was one of the many who had a great experience with Northwood. About a month ago, we called on them to look at our furnace which had stopped working. They did an inspection, identified that we should keep the vents clear. No major repairs or work identified as needed. Two days later, the same thing happened. They then evaluated that we needed to replace the burners and the switch. OK, so the third visit, they came and did the repairs. Not even 2-weeks after that our furnace broke down again. A different technician came and identified a whole list of problems, of which was not identified in the previous 3 visits by the first technician. The recommendation at that point was to replace the motor, but ideally replace the furnace. We were told we would get a quote on the motor. Three days after that, the furnace went out….again. I called and the receptionist said she left me a message with a quote for the motor-which I never got. I explained to her that I feel that they need to look at the inconsistency of diagnosis and asked why in four visits, we still have a broken furnace and why they have such inconstancy between technicians. At this point, we had spent almost $500. She said she would take it up with the manager. A few hours later, she called me to ask if I could send her an email with my issues. So, I then summarized all the information in the Work Orders…not sure why I needed to do this since they have all the information. She said the manager would give me a call with his reco’s. This of course did not happen. I followed-up by phone and email and was told to call back. When our furnace went down again, the manager said “oh yeah, I just got your email Friday” when in fact, I sent it on the Wednesday, followed by a call on Thursday, Friday and a follow-up email on Friday and Sunday night. In the end, we got a new furnace and took our money elsewhere. We spent $500 too much with this company, who does not stand by their work, who do not ensure consistency among their staff and service. To top it off, the humidifier Northwood installed last year was installed incorrectly. Terrible service and follow-up.

We had Northwood into our newly purchased home in 2011 to install a new boiler and tankless hot water heater. We had 7 companies in for quotes and found Northwood to be preferred for several reasons - quality product and customer service being the top two. I felt comfortable with this company in my home. They made sure the job was done on time and at one point had 5 guys working till 11 pm at night on our installations to make sure it was done right. They also arranged for our old boiler and hot water tank to be removed and disposed of. We had a 70 year old boiler so the piping had to be rerouted and the old boiler had asbestos that was dealt with by an appropriate environmental company. They even made sure all our gas lines in the furnance room to the dryer and BBQ were upgraded to new flexible piping. I have highly recommended Northwood to friends.

We were having a furnace issue at our home and called Northwood at 9:30am on a Monday. They had a technician there by 11:00am. Very polite technician who patiently listened to me while I described the problem. He then he made quick work finding the cause and working out a solution. I would not hesitate to contact Northwood again and agree completely with the many positive reviews I read on HomeStars! Thank you.