Hurley & David, Inc.

I have never had such good service from a company before. I asked the technician's name (Adam [redacted] and had told him deserved all the credit in the world. He was very honest when it came to the work and prices of the service. He talked me through every action and made me feel very comfortable with the company. I will never go anywhere else. Thanks Adam. See you in a year!

They installed a brand new heating system with ac in 2013 for me, and it's been hell ever since. Their system never worked correctly, every season something went wrong with it.
Good customer service, but products are junk.
Avoid at all cost.

On a proposal to install air conditioning H&D agreed to install on 4/3/2014. They guarantee to install on date promised. They changed the date to 4/4.On 3/25 H&D visited my home to propose a new AC system for us. Everything was planned. [redacted] who represented H&D, tried to call the person who schedules installations. He was not there and she left a message. She insisted that she knew the schedule for the next week and that Thursday and Friday were open and that she was scheduling us for Thursday. I implored her not to set a date, wait for him to call and call me later with the installation date. This happened 2-3 times. She would not listen. Finally, she wrote down the Thursday date on the contract and both parties signed off on the contract. A few minuted later she received a call back from the scheduler who told her they could not do the job on Thursday and to change it to Friday. She unilaterally changed the contract to say Friday's date without even asking us. H&D has a $500 Installation Date Guarantee - if they do not arrive and begin installation on the date promised you get $500. I told her that now they owed us $500 as the signed contract for Thursday was a promise to do the work on that day. We discussed it and she left without changing things. I was prepared to be a good guy and let it go until I tried to use the air conditioner and found it faulty and found that they refused to come out and service it at night despite expensive service contracts (another complaint will be filed for that). So, I want the $500 guarantee that I deserve but was not paid. I also want the public to know that H&D is NOT a reputable company!Desired SettlementEither a settlement with your help or a settlement from the complaint I am filing with the Massachusetts Office of the Attorney General.Business Response [redacted] appears to be raising two issues.Issue one is installation date. We do have an installation date guarantee. If we do not arrive on the agreed date to perform the installation, the customer is owed $500.00 as compensation for his inconvenience. The typical inconvenience would be having taken a day off from work, having us not show up for the installation and then subsequently needing to take another day off from work for the actual installation date.In this instance, before leaving [redacted] home during the sales call we verified that Friday April 4 rather than Thursday April 3 would be the installation date. [redacted] indicated that Friday April 4 would be O.K. The day was changed on the Agreement while we were in the home. We did not get the change initialed by [redacted].If [redacted] believes he was inconvenienced by our actions in determining the installation date, we will honor our installation date guaranty by refunding [redacted] $500.00.The second issue appears to be [redacted] displeasure with our response to his call for service on the evening of Monday [redacted] called for service at 7:48:42 PM. Our Service technician retrieved the call from our answering service at 8:04 PM. Our service technician returned the call to [redacted] on the technician** cell phone at 8:57PM according to the cell phone record. The call lasted two minutes. Our Technician explained that he was at his residence in [redacted] , Ma and that the drive time to[redacted] would be about an hour. Our understanding of [redacted] response was "if it will take an hour to get here, do not bother". Our office called [redacted] Tuesday [redacted] We set up a warranty service call and our technician arrived at [redacted] home at 9:30AM Tuesday [redacted] according to our GPS records. Our technician completed his adjustments and left the customer** home at 11:12 AM according to our GPS records.Our response to [redacted] review of Yesterday on [redacted] list appears below.Good Afternoon, my name is [redacted] at Hurley and David. Thank you for taking the time to review our services on [redacted]. I'm sorry that you are dissatisfied with our services. I would be happy to discuss your concerns over the phone or in person please call our office at XXX-XXX-XXXX if you would like to discuss this further. I have responded to your concerns below to hopefully clear up some miscommunications that may have occurred.Your system is covered by a number of guarantees. Hurley and David takes pride in assuming 100% of the risk on every installation that we make. We believe that you can't know what you're getting with a contracting job until after the work is completed because each job is a custom job, much more like a kitchen remodel, or a new roof than the delivery of a new refrigerator that just plugs into the wall. We will make sure that all of your expectations are met, and if we aren't able to meet them we will offer to (or you can request that we) remove the system and return 100% of your investment so that you can select another contractor to complete the work. The following 3 guarantees are in place to address all of the concerns about your new system that you bring up in your review.1) Our utility savings guarantee. If you do not save 30% on your cooling costs in the first year we will pay you double the difference. Since you have already called and we have inspected the system, no further action is required on your part until after the first year is up. Just send me your electric bills for the last year with the old system and the first year with the new system, if you haven't saved 30% on cooling we will write you a check.2) Comfort Guarantee. If the system cannot maintain comfort in your home on the hottest day of the summer, we will correct the issue up to and including installing a larger air conditioner at our expense.3) 2 Year Money Back Guarantee. If you are not completely satisfied with the performance of the new system we will correct any performance issues or at your request we will remove the system, refund 100% of your investment and you can select another contractor to install a new system.I would now like to address your concerns with our services.First on our installation schedule we do not reschedule without the homeowner** permission or we pay our $500 installation date guarantee. It sounds like you did not give us your permission so we will be sending you a refund of $500 for the installation date guarantee. The system was tested and functional when installed. Unfortunately properly sized air conditioning does not work like a light switch, When the house gets to be 82 degrees it will take some time for the house to get back under control. Sizing the air conditioner properly (which is required by Massachusetts State Building Code) ensures proper dehumidification, energy efficiency, and the best comfort. It sounds like we should do a better job training clients on how their new air conditioner might work differently than an older air conditioner. There was a slight refrigerant overcharge which our technician addressed when he went to your home. This would have also been addressed as a matter of course at your annual club member check up. Our technicians are required to go out on all club member calls that come in. The technician on call was at his home in [redacted], so it would have taken him about an hour to get to your home in[redacted]. He should have gone to your home if you wanted him to. I will take proper action to reprimand the technician.As far as the unit running a lot is concerned, this is normal of a properly sized air conditioner. Its like if you drive 60 miles on the highway vs stop and go around town. Driving stop and go around town uses more gas. The same is true of your air conditioner if it can put out the same cooling capacity by running longer instead of being over sized and turning on and off constantly it will burn less electricity. If you do not see the specified savings we will write you a check. Again, I look forward to further discussing your concerns with you. Thank you for your feedback.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response from Hurley and David is not accurate in several ways. First of all, your "tech" may have received a call at 8:04, I do not know. What I DO know is that I called your service at 7:45 PM. Second of all, when the tech called me he first asked what the problem was. After being told of the problem the very first thing he said was "I want to schedule someone to come out tomorrow." He did not want to come out that night. I told him that no, I wanted someone out there that night. He never said he lives in [redacted], though that does not matter. He simply said "look, I live more than an hour away!" I told him that I paid for that new AC system, that I plaid for the club membership and if this was the way H&D works then they "stink" and he was useless. If he wasn't coming out I'd call in the morning.Also, I was home the entire day the system was installed. H&D DID NOT TEST THE SYSTEM AFTER INSTALLING IT!!!!!!! I was there and I know what testing is. I've had AC and heating tested lots of times!H&D also talks like I expect the AC system to get my house down to temperature in a minute. I do not. Let** deal with facts here. On the night in question my home was 82* when we put the AC on. Two hours and thirty minutes later it was 81*. Does the Revdex.com consider that "a while to get to temperature" because I do not. The next day when the tech "fixed" the problem (and this is the way the system still is) the house was at 70* (because we had opened all the windows all night and by 4:30 AM the temp had finally dropped). He set the AC to 62* to test his fix. He ran it for approximately two hours. The temp at the thermostat dropped from 70* to 69*. Again, is this "a while to get to temperature"? Essentially, with the system they installed you have to keep your house closed up all the time with the AC turned on (though it will not be running most of the time). But, if you like to open the windows when it isn't overly hot and this allows the house temperature to go up 5-6* you can expect it to take a good 8 or more hours of constant running of your AC system to get the temperature down. My old "inefficient" system would have done it in an hour or 90 minutes and then shut off. So who** better? A less efficient system that runs for 1 hour, gets the house down to temp and shuts off or an "efficient" system that runs for 8 hours keeping you hot all that time and finally shuts off the next morning when you leave for work? I'd also like to point out a couple more things:1. Item #2 above, your "Comfort Guarantee", does not seem to apply unless you are running the AC 24 hours/day because here we are in mid-May and our unit could not keep us cool, you were not willing to fix it in a timely fashion and did not replace it at your expense with a larger unit.2. More importantly, and something we are considering reporting to the Attornet General** office is item #1 above, your "Utility Savings Guarantee" which specifically states "If you do not save 30% on your cooling costs in the first year we will pay you double the difference." Please note that it says "COSTS" (which is MONEY), not "USAGE" (which is consumption). We have now been told by the tech and by [redacted] that the guarantee is for energy consumption not money saved as stated in the guaranteed. In other words, it is fals advertising! I am just so sick of everything with Hurley & David. The further we get into it the worse things we find out about you! As you have replied to our review on [redacted] list we will also be posting this on [redacted] list as a rebuttal to your reply.Final Business Response We were at the home today installing insulation on some uninsulated return trunk duct in the attic. This ductwork had not been insulated by others when the original cooling was installed years ago. We discovered this deficiency after we sold the customer his replacement cooling equipment. We are installing this insulation at no additional cost to the customer.We agree that we owe the customer $500 for not resonding to his rquest for service the day of his request.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First of all, I want to make some things very clear: 1) I do not disagree with anything that Hurley and David said in their reply - they just did not cover everything. 2) We are, at this point, actively working with Hurley & David to resolve the situation internally. 3) Hurley & David seems very concerned with resolving the problems we are having. With this said, we still have some issues. The first is that yesterday the local temperature was 88 degrees and our thermostat was set to 70. The AC system could not get down to 70*. It ran all day and evening but could only make 71. The system had been on for several days - we had not just turned it on. This makes me worry that in the dead of summer we are going to have worse problems, BUT, we have spoken to the President of Hurley & David and they are working with us on it. Secondly, part of the new AC system guarantee is that it your system, in the first two years, has a problem and you call for service and they do not come out to fix it THAT DAY they will pay you $500 for your trouble. They would not come out on the day our system had trouble (they came out the next day and said that the system had too much coolant and that that was the problem - they removed some to solve the problem). The President of the company has agreed that we are owed the $500 but is "withholding" it for some unexplained reason. I think he thinks we are going to take the $500 and then tell him to take the system out, which is not our plan unless they cannot fix the system over the next couple of months.In any case, we are trying to work in good faith with Hurley & David for the time being and they seem to cautiously be doing the same with us. I feel the came can be closed. I will re-open if it becomes necessary at some later date. My sincere hope is that our relationship becomes good enough that we buy a high efficiency boiler from them before autumn.

I have never had such good service from a company before. I asked the technician's name (Adam [redacted] and had told him deserved all the credit in the world. He was very honest when it came to the work and prices of the service. He talked me through every action and made me feel very comfortable with the company. I will never go anywhere else. Thanks Adam. See you in a year!

I have never had such good service from a company before. I asked the technician's name (Adam [redacted] and had told him deserved all the credit in the world. He was very honest when it came to the work and prices of the service. He talked me through every action and made me feel very comfortable with the company. I will never go anywhere else. Thanks Adam. See you in a year!

I have never had such good service from a company before. I asked the technician's name (Adam [redacted] and had told him deserved all the credit in the world. He was very honest when it came to the work and prices of the service. He talked me through every action and made me feel very comfortable with the company. I will never go anywhere else. Thanks Adam. See you in a year!

I have never had such good service from a company before. I asked the technician's name (Adam [redacted] and had told him deserved all the credit in the world. He was very honest when it came to the work and prices of the service. He talked me through every action and made me feel very comfortable with the company. I will never go anywhere else. Thanks Adam. See you in a year!

Complaint$100 for 5 minutes, bogus price.I called Hurley and David because the blower on our gas furnace was starting up but sticking. They ran a voltage, found it was drawing 12 amps and said we need a replacement. I understood it was a $100 diagnostic. OK, fine. But I wasn't expecting to get gouged on the prce $638 on top of the $100 which would have been $738. I almost took the bait because I have a [redacted] veteran who was freezing, who incidentally they could only knock off $25 bucks for. I thought this price was high because the person didn't seem to call in for a price on the part, just named a price arbitrarily. So before he left I asked. "How many horsepower does our furnace have?" he responded "I don't know." Odd since he spent a few minutes looking at it and gave me a quote. On the estimate were no details about our furnace. $100 is a lot to pay for that kind of service. So I checked the internet, and I got the new blower installed for $399. I wouldn't be surprised if others in our area receive the same level of service.Desired Settlement$100Business' Initial Response We are replying to the complaint made by [redacted]. Thank you for notifying us of the situation.We responded to a call for no heat at [redacted] On the customer's call to our office requesting service, the customer was informed of our $99.00 diagnostic/service charge. The customer agreed to have us set an appointment.We arrived at the customer's home in a timely manner. The diagnosis of the problem in this case was simple and we charged our previously agreed price of $99.00 for the diagnostic/service charge.The blower motor in the furnace was defective. We quoted the customer$636.00 to replace the defective motor with a special original equipment manufacturer's (OEM) motor. This is our standard price for this repair. The customer had the option to accept or decline our offered repair. The customer elected to decline.We inform our customers at each step in the process what the cost of each step will be prior to proceeding. The customer is in control of the process. The customer does not end up with unauthorized charges.We do guarantee the customer's satisfaction and as a result, we will refund the diagnostic/service charge.[redacted]Hurley & David, Inc.

Customer service person performed regular maintenance on my furnace but filled boiler too full causing pipe to break and flood. Customer service filled boiler too full during regular maintenance. When asked if this was appropriate, the response was "It will settle out after a couple of weeks". In two weeks a pipe broke and flooded part of my basement. I called a plumber (Hurley and David did not have a plumber on staff at the time) who told me "this never happens unless the boiler is overfilled". I called Hurley and David who sent over a tech who patched the pipe temporarily and who actually cleaned the furnace properly (the first tech did not do this). I had to hire another plumber to fix the pipe which cost $280. I also had to tear up the floor in the adjoining finished basement room to remove the water under the floor. I talked with a Mr. [redacted] at Hurley and David who said he'd look into it. He got back to me and said that the technician who came the first time said that he didn't fill the furnace boiler too full, and that he would not take any responsibility for the damage done. This is simply not true. I've had two houses with this type of steam heating system, and know it very well. My previous house had the same type of boiler and I maintained it without issue for 20-years. I know that you do not fill a boiler over the preset level on the glass, no matter what. This is why I asked the technician about leaving the level in the boiler so high. Now it turns out that the whole company denies this ever happened and I'm stuck with the resulting damageDesired SettlementHurley and David needs to reimburse me for the cost of the replacement pipe, [redacted] My time cleaning and repairing my basement floor, [redacted] and warranty any further damage to my heating system pipes in my house should any other burst for ten years.Business Response Contact Name and Title: [redacted] C. T. [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Today, We have replied to the customer directly by email.