Reviews

0/10

My boiler needed to be replaced in October 2020-I was recommended City Home Comfort and they were prompt to install. In February the brand new boiler stopped working. When I called their service and spoke to dispatch I was not called back to send someone out. They left me hanging with no heat. I called multiple times again and no one answered the phone. A day later someone finally someone came out. But then the boiler went down again. Again, I have no heat in Febraurt and got no service call back. The boiler went down in Decemeber again and I was able to turn back on. Today I woke up to a cold house. I called dispatch and again they are not calling me back. I called back multiple times and get voice mail. In desperation I called sales to get through to someone. I was told the boiler is now a year old and out of warranty so I would have to pay service. This boiler never worked properly and now it is out of warranty. All I can say is horrible experience. Horrible service. Terrible attitude once they had my money for the boiler. DO NOT use this company.

Approximate cost of services:
$10,000.00
Was this review helpful?
Company Response

Hi Naomi,

We are sorry to hear about your experience. I have reviewed your account and can see there is an outstanding bill for your last service call. The issue with your radiator was not a part of the boiler we installed and you had another company complete the work for you. Unfortunately, due to the nature of this issue we cannot take responsibility for the equipment and hope the other company you used can help you.

0/10

I have used Mckinnon for 16 years. My hot water heater broke down in October and the owner of the company promptly came to my rescue and replaced the tank. But it didn't work. It took them three months to figure out the issue and we and my tenants were without hot water for THREE MONTHS. The front office treated me terribly. The water is more or less working now except we need a small vent installed in the furnace room- something that was suggested 3 months ago. I am still not sure that will solve the issue. But after all the grief they put me and my family through waiting for repairmen, NO hot water to shower or wash dishes, McKinnon refuses to cover the $200 cost for their technician to make the vent, claiming its a separate service from the install. Don't use them.

Approximate cost of services:
$2,200.00
Was this review helpful?
Company Response

Thank you Naomi for your review. For clarity, we feel that it important to provide a chronology of the events regarding the replacement water heater we quoted on October 8, 2019 and supplied and installed on October 11, 2019, despite your "emergency" of no hot water. In fact, on October 8, your email reads "I am waiting on another quote but I have a quote for install of that water heater for 1600+HST from another company. Wondering about the price difference? Can you match?". The next email we received was on October 10, 2019 which reads "Hi, I decided I want you to install the hot water heater...Can you get someone in tomorrow? (Today??)"

Following one month of proper operation, the water heater failed and we attended several times over the next few weeks to attempt to address the issue, which perplexed our service technicians. We attended, ordered and supplied parts, recommended by Rheem, the manufacturer of the water heater. After replacement of the parts, there still were isssues and in turn (and in good faith), we replaced the water heater. Despite this effort, the problem persisted and we persevered to determine the cause of the water heater failure (which the manufacturer could not help us determine). Consequently, we identified that the cause of the failure was a very hot mechanical room, causing the inducer motor on the water heater to "overheat" and fail. As a test, we advised you to leave the door open to the mechanical room to lower the temperature, which proved our theory was accurate.

The solution to the issue is a louvered door for the mechanical room, which is a service we do not provide. Alternatively, you can install a larger air intake, which any general contractor can perform for you.

At the end of the day, we have honored our warranty, stood by our work, provided numerous service calls, replaced parts, provided a new water heater and have finally resolved the issue. Needless to say, we have incurred costs to satisfy you, our client, which far exceed exponentially, any potential profit we would have made on this installation. But, let us be clear, this is not about money, this is about having integrity, standing behind our work and doing what it takes to make things right.

Naomi, thank you for your business and we hope the water heater provides you worry free operation for you, your family and your tenant.