They did a full furnace install for me 3 yrs ago. IT hasn't worked correctly since. Technicians are unable to diagnose the problem. If the equipment was not under warranty, I would use another company to fix it, I may have to use a different company anyway because they have been to my home 4 times (5 including my upcoming appt.) and are unable to correct the issue. They are always friendly but I'd rather have a rude tech that could repair my furnace...(1/31) they are back again for the same problem and can not diagnose it. I feel Like I'm on a hidden camera show read more

The BEST HVAC people in Western Mass. The appointment was easy to schedule over the phone for our first time in our new house, there was a little bit of a wait since it was already cold outside, but they added us to a waitlist and called a few days later and moved up our appointment. We received text message confirmation of our appointment before hand and also had a text with a picture and name of the technician who was on his way when he was a couple of minutes out. This I thought was unique and a great way to build a relationship with customers. Our technician showed up and quickly went to work, explaining what he was doing as he was doing it and solved a couple of quick problems for us in addition to our regular maintenance. For the amount of time he spent working on our system, the price was also quite reasonable. He was friendly and importantly on time. Our system works more efficiently now and we saved a lot of money on our gas bill! Cannot recommend this place enough! read more

A friend recommended that I call this company when I needed a new gas boiler. Anthony came for the estimate. He was very polite and explained everything from start to finish. A couple of weeks went by as I collected estimate from a few other companies. I decided to go with Hurley & David. So, I reviewed their estimate, came up with a few follow-up questions based on what I had been learning from other companies, and called the company back. I was bounced to 'dispatch,' who told me that only Anthony could answer my questions. I left a message asking for him to call me. I followed up with an email to him, explaining two questions and letting him know I'd also appreciate a phone conversation with him. He didn't call back. Two days later, I emailed again, again requesting a call back, and he replied to that email but did not call me. I called the main company line and again was transferred to 'dispatch' and again left a message indicating I would like a conversation with Anthony - who was identified as a 'Comfort Specialist.' He never called me back, but he did send a revised estimate based on my questions - it suddenly had a new change for 'Black Pipe Conversion" in the amount of $1800. As far as I could tell, this had nothing to do with my questions, which were about adding a gas line to a patio grille. He had also added an amount for that line to the estimate. The bottom line is that he never called me back. Finally, I decided to give this one more try, and I called their main number. A very rude woman did not care that my calls were not returned. Instead, she emphasized that the estimate was now over 30 days old and had expired. I pointed out that the past two weeks shouldn't count as I tried to move forward with the work but my calls were not returned. She raised her voice and repeated that the estimate had expired. This was one of the worst customer service experiences I've ever had. I will not be doing business with them, for sure. read more

I am writing to explain my complaint regarding the business practices of heating ventilation and air-conditioning company Hurley and David. I am also submitting this complaint in the form of a review to the Better Business Bureau of Springfield as well as to the parent Company of Hurley and David and to Hurley and David customer service as well. Over the course of the past few years my 2 adult children and I have used the services of Hurley and David. We have experienced examples of "bait and switch" , "Up selling", and "price gouging". I will summarize my concerns. My son had a central air conditioning system installed by Hurley David several years ago. He had a service contract. Had an annual routine maintenance visit. The technician stated that a new capacitor was needed. He stated that he could clean all of the electrical connections as well for a total fee of $300. The unit was only several years old. The capacitor is a $30 item and the electrical connections had no corrosion. The system was functioning normally . This was an example of price gouging and recommending unnecessary service. My son canceled his service contract. My daughter had a service call for "No air-conditioning" in May 2021. The tech that came determined there was no refrigerant in the system. He had no refrigerant on his truck. I don't believe he was certified to charge the system. Does it make sense to send a tech to a "no air-conditioning service call " without refrigerant? The tech offered to call another tech to come over to recharge the system. I agreed to this as I didn't want my daughter and grandchildren to be without air-conditioning during 90° weather. However the charge was over $900 for the one hour it took to charge the system. This did NOT Include the cost of the refrigerant which was extra!. Total price gouging. My own example of poor business practices on the part of Hurley and David occurred in the fall of 2020. I had a service call for my 17-year-old Lennox furnace. The tech used a small fiber optic attachment to a cell phone to view a very small area of my heat exchanger through the high limit sensor access hole. He informed me there was a crack in the heat exchanger and they should consider replacing the heat exchanger which was under warranty or replacing the whole furnace. He quoted the cost of labor to do the warranty work at several thousand dollars. I had sales consultant Linda from Hurley and David come to my house to quote a new system. I wanted to know what brand of furnace they could supply. I was interested in another Lennox furnace. She told me they cannot tell me what brand they would use. She could only state that it would have a efficiency rating of 94%, 96%, 98%, etc. How is a customer supposed to compare estimates from other companies without knowing what brand they are going to install?. She ultimately called me back to say they could install a Lennox brand furnace. Therefore I agreed to see her back again at my home. However, upon her return visit she in fact could not be sure they could get the Lennox . She was again trying to tell me she could supply a furnace with the same efficiency rating. ("Bait and switch") Ultimately I had a new Lennox furnace installed by a different company. I kept the old furnace. The heat exchanger was removed and the area the Hurley David technician said it was cracked did NOT in fact have any crack. I still have the heat exchanger if anyone cares to see it. This was verified by a gentleman with 50 years HVAC experience and former instructor of HVAC at Springfield Technical Community College. The motto of Hurley and David prior to the current ownership used to be "trained and trustworthy". Well, this tech was either not trained or not trustworthy. My furnace had no crack. Replacing my furnace was not necessary! So, why am I writing about this issue. HVAC systems are a necessity in all homes. It's sad to see price gouging, bait and switch, and up-selling in the industry. The hard-working people in the greater Springfield area deserve better. read more

If you want to be lied to, you picked the right company. I had a terrible experience. And I am having a terrible experience with customer service to resolve my issue as well. I was told by a technician that I had a crack in my furnace. But when I reached out for a second opinion by another company it was explained to me that it might not be a crack. Could just be lighting. And that the only way to know for sure is to open it up or test for a carbon monoxide leak. When my husband and I reached out to Hurley and David for a quote on a new furnace and expressed our concerns that it might not actually have a crack, I was promised by a man named Bill that I could come down after my new unit was installed and someone would open up my old unit to show me that there was a crack. And if there was not a crack that the new furnace was free. The new unit was installed and I have been struggling to get a whole of someone to let me see the old unit and verify the crack. So it's possible I'm out thousands of dollars over replacing a unit that was never broken. read more

I moved to Springfield last fall and contracted Hurley & David to replace the steam boiler in my home. Due to the size and age of the home, the new boiler needed to be constructed on site. In addition to the normal wait time, parts delayed in the pandemic supply chain added to the wait. I ended up finally getting the new boiler in February. The old boiler blew up, so I went through the winter using portable heaters along with AC splits which I had the foresight of having H $ D install. My experience with this company is wonderful. They responded immediately, they texted me constantly with appt information, their professionalism is unbelievable, and the products are great. Thank God I ordered the AC splits...I made it through the winter because of them. Throughout this ordeal, I met many of their employees. From start to finish, they were all wonderful. I cannot say enough positive things about Hurley & David. Scott Proctor read more

I made an appointment over a month ago they called me the day before the appointment and said that they need to cancel my cleaning of the furnace because they are too busy with emergency appointments they can reschedule me to February! They were very rude very unprofessional had no concern that my furnace really needed a cleaning and just kept trying to sell me on a service call instead! Yeah I don't think so I waited a month for an appointment you cancel me the day before and then want to reschedule me for next year in February I wouldn't recommend this place HURLEY and David to an enemy! I spoke to 3 so called supervisors who were rude could have cared less and did not try to resolve the awful situation they had created!! My advice ...DO NOT EVER USE HURLEY AND DAVID!!!! read more

I had a tech come out. Was impressed how soon they could come out. I was told there was absolutely no charge of refrigerant left in my AC system. Gave me absurd prices to fix. Also said I should get a whole new system. Had a second contractor come out for another opinion. Come to find out the tech never opened the king valves on the ac line set to let in the refrigerant so he could get an accurate reading. Not sure if this tech was not properly trained or they are trying to pull a fast one over on unsuspecting homeowners. read more

Had issue with my a/c, wasn't blowing cold. Repairman came, did a half effort check, measured the temperature, went outside and said "there's a leak", then went on his iPad and showed me all the things they'd have to do, install and replace. Long story short, it was 3,000.00 to repair a 4,000.00 a/c unit. This repairman couldn't have done less. And kept trying to sell me on a maintenance plan, after doing practically nothing quoting me something completely outrageous. I paid 100.00 for nothing. In the meanwhile we had a separate company recommended by a family friend. The unit needed to be cleaned. Dust, dirt etc. tune up. 200.00. Works beautifully. I can only speak from my experience, a tech that did minimal work and couldn't spot a dirty unit that needed a basic servicing. I'll let you make up your mind on whether you should use these people. read more

Shockingly bad service or lack there of. Twice in two weeks they canceled on us and even managed to send the wrong type of tech out once in all of that not showing up. More then that there complete disregard for the customer was very apparent when they said they did not know if they would be able to schedule us at all now. Guess the fact that I scheduled early has only screwed me more because now I can't get anyone else in to help....thanks hurley and david you guys are the best read more

Gio Giordano was fantastic today! He was knowledgeable of an older system and knew exactly how to make adjustments. I will request him personally again! read more

I called yesterday and spoke with Lisa. I explained to her that our AC wasn't working. She promised that it would be fixed by today. This morning Sam showed up for the early appointment. Now everything is working fine Thank you Hurley & David for the wonderful service read more

Hurley & David advertised a $49 special for gas furnace check-up, do I scheduled an appointment for November 23rd. I waited for five hours but they never showed. I called, and the woman said the 'other girl' tried to call the week before but there was something wrong with our phone. We are retired and home most of the time. The phone is a landline we have never had a problem with. She said the phone number was correct. I asked why they didn't try again and got no response. No apology, either. I rescheduled for a Monday in late December. A technician called the Thursday before and said they couldn't come on Monday because they had an 'emergency'. They could reschedule for the end of February. Which is also the end of the heating season. My take? It wasn't worth their time to come to Northampton for $49. False advertising? Maybe. Dishonest? Yes - they shouldn't have scheduled me in the first place, and continued to shine me on. I had them install a mini split last year, but now I wouldn't hire them again for anything. read more

I am giving them a no star rating strictly because of their customer service. I had mad an appointment well in advance and changed my schedule to be available. The day before, they texted me that their guy could not make it but they would accommodate me in re-scheduling. When I got back to give them some dates that would work, Alicia proceeded to give me dates well beyond anything near what I suggested. That does not sound accommodating to me. read more

I had subscribed to the silver service plan for my five year old gas fired H/AC unit and during a recent routine maintenance visit an oversight by the technician resulted in cool air escaping into the basement for five days before I discovered it. During the maintenance exam he found a malfunctioning part and immediately tried to up-sell me a repair package implying it was safer to go with the most expensive package; the package I choice cost $727. I called customer service to complain about the lost cool air and after explaining my situation I was told someone would get back to me. After two days I called again and was told the person who I originally spoke with was not an employee but maybe someone from the answering service. At no time did the young man tell me he was not an employee of Hurley & David. I repeated by problem to an empathetic young lady who told me the manager would call. Next day at 8:00 the manager called stating he had the facts and repeatedly cut me off. The conversation deteriorated quickly and he threatened to hang up. I told him to terminate my service contract and refund my prepayment. I have been with H&D for two years and during the first service appointment there was no push to up-sell. I had requested that technician again but he was no longer with the company. Within my limited experience, I feel that H&D puts a great emphasis on up-selling. Also, two years ago, the technician was more than willing to take time and explain what he was doing and why. I am disappointed because I much prefer to establish long-term relationships with companies especially when it comes to the service and maintenance of my home. I guess I'll go back to the local company originally serviced my unit. read more

Scheduled a maintenance call over a month in advance, waited the 3 hours window they gave and no one showed. When I called they said they forgot to assign it to a tech and would have to reschedule for the next month! No offer to fit me in sooner, no offer of a discount for my wasted time. I had to take time off for work for this appointment but they didn't seem to care. I can't speak to their work but I would assume if this is the level of professionalism they operate by, that their work ethic is also poor. read more

I took a long time to write this review. Unless a company or business or individual is rude, unprofessional, and deceptive, I don't write negative reviews because people are human and make mistakes. But, after reading the negative reviews that this company has been given recently, I thought it might be a good idea to review this company and save someone the trouble of dealing with them. In the winter of 2021, my furnace stopped working one evening. I called this company, and a technician came out. He flipped a switch and then opened a compartment on my furnace, telling me that my furnace's filter was dirty and needed to be replaced, which he said was the reason why my furnace would not come on. I was charged $175 for the service call, which I paid because I thought the diagnosis was correct, as the furnace was running when the technician left. Right before closing, I went out to the Home Depot and bought a new filter only to come home and find out that the furnace was not working, even after I installed the filter and flipped the switch. In the morning, I called a plumber that I know, who does not install furnaces, and he told me to call another company. That company's technicians came out that day, diagnosed the actual problem, and made an appointment with me to replace my old 30+ year-old furnace the next day. This company didn't charge me to diagnose the problem either. I called H&D to tell them about their misdiagnosis, and their response was to send someone else, who showed up even after I told them that I had already gotten a correct diagnosis--without the hefty "emergency service" fee. H&D did not offer to refund the "emergency service fee" even though the technician did nothing other than flip a switch and look at the furnace's filter. H&D is expensive, and for the money that they charge, they need to be much more thorough and actually know what they're talking about. read more

My electrician recommended a private licensed HVAC guy who ended up draining the unit, filling it with a filler that clogged the leak, and re-filling it with up-to-code freon. All for less than $1000. Be careful with these people. They are either unknowledgeable , or worst yet, trying to get you to spend more than necessary in order to make a few bucks. read more

From the moment they answer the phone with "How can I help you smile" they had me hooked! I had no heat and knew exactly what I needed to smile- and they made that happen. Same day as I called 2 technicians were at my house to check the system. they were neat and clean (used those booty covers over shoes) and better yet they knew what they were doing. I needed a new furnace. Linda, a comfort specialist (not really sure if that's the exact title but that's how she functioned) came that very afternoon to explain all my options. She spent 2 1/2 hours in my home measuring to make sure I got the right unit, and then carefully explaining choices. She then won me over completely by leaving me space heaters for my cold home until we could get the job done. 2 days later, I had a new system. the old system was removed neatly and the new system installed without problem. Since that time, I have received phone calls to ensure I am satisfied, a thank you card for my business, and a fruit basket!! I am now a H & D customer for the future. And it was their commercials that grabbed my attention to call. They really are a family business that cares. read more

Scheduled an Appointment and it was canceled the day of. scheduled another appointment and it was canceled . they sent me a text with other optional dates... I don't think so. read more

Booked an appointment a month in advance. I was told my time window would be between 10am - 2pm . No one showed up! Call to see why no one showed up and get tossed from one representative to another and put on hold for 20 min. No one has an answer as to why. DON'T RECOMAND!! read more

Definitely recommend! Great job - Saturday emergency at my house. I called, and David answered (he said he is a co-owner). He said I was a bit out of the way, but we agreed on a price, and he was there with no delay. Also got the job done, quickly and cleanly. He was polite and pleasant to deal with. (I am rating four stars only because it was a bit expensive) read more

Asked them to do annual maintenance on my AC unit which had never had a problem in its life. A guy - with a trainee -showed up. Not 5 minutes after they left, my AC unit was on FIRE! Key components were burnt to a crisp. I immediately phoned them. They returned immediately BUT refused to even discuss being the cause of the fire AND expected me to still pay their way overpriced fee! They refused to discuss repairs / replacement of the unit. After years with them for both AC and furnace, I fired them. Way overpriced and refused to take any responsibility for what was obviously something they did wrong. DO NOT HIRE THESE PEOPLE. read more

Perfectly nice folks, but after three visits and $500, they were not able to correctly diagnose my furnace issues. It turns out the aquastat needed to be replaced (which i found out from another company), but they replaced a valve and charged me for that privilege. read more

The single worst customer service I have EVER experienced. Would give them zero stars if possible. Leaving me sitting with a busted furnace, that they installed, still under warranty and no idea when someone is going to show up. First they said tech would be here in 45 min. Called hour later. Need to find another tech and he will be there "shortly". Waited another hour. Now the office is closed and they don't know when a tech will even call me back. In the mean time, I have missed a PT appt and the cost of it. If they had the courtesy to let me know they weren't coming, I could have at least gone to that. Never, ever again! Inexcusable. Do not use them! read more

Josh was very thorough in his explanation of what was wrong and what our options are.

I don't know how others are posting positive reviews. I called their "emergency" phone number because our heater is not working and our house is now freezing in this cold spell. After keeping me on the phone for 14 minutes collecting all of our household info (I assume for marketing), they told me that their next appointment is Jan 23 (over 2 weeks) for a house with NO HEAT in middle of Winter. Terrible service and a sham emergency phone line. I will never call again and now I will probably be harassed by their marketing services to add insult to injury.I would give zero stars if I could. read more

Technician Mike Duvall was excellent, Explained process and any questions on services performed. In the past a air filter replacement was provided at no charge if needed. This time was told it would cost me 29.00. I refused to pay that crazy amount! I called H&D and was told that due to having to carry to many sizes in stock was to costly. They told me to go to a website and purchase a filter !! paying to a platinum membership fee is a rip off. If not for quality work be tech would give H&D one star. Very arrogant when it comes to customer service from Gary and upper management. I was told if not happy go to a lower cost maintance program. Not a smart answer to win consumer confidence. P.S. they new my size of filter ahead of time they put it in. No excuse !! read more

Not impressed. I felt like the tech was a salesperson, not here to hook up my gas range, which took all of 10 minutes and his sales speech was about 2 hours. Will not call again. read more

Initially I had a tech Adam come out, he told me that it would cost 1599 to fix and would have an additional non-transferable warranty.  I did not want or need the warranty.  Asked for other options and then told the repair would be $1064. I agreed and paid. After spending time repairing my ac it still did not work. Tech stated it was an electrical problem even though I informed him prior to evaluating my ac that I already had an electrician out and it was not the switch or breaker. I stated "so I'm out 1k for nothing then?" He responded" yeah". Spoke with Amanda the next day who was attentive and sent out a senior tech Luis. Luis was prompt, attentive, and truly listened to my frustration and concerns.  He validated these concerns and treated me respectfully and as a valued customer. He determined the problem with my ac unit. Unfortunately for me I need a new ac unit. I was credited the amount I was already billed towards a new AC unit and coil. The company refused to reimburse me for the non- needed work. I then was informed in addition to keeping my $1064 that I need to pay an additional 25% prior to installation.  I was able to make an appt, but told they will cancel it if I do not pay almost 1300 more.They would not consider the 1064 towards this. I find this unscrupulous and poor customer service. Their prices are quite a bit higher for installations than other companies. (2-3k higher). After a few phone calls and emails I was given refund minus diagnostic fee. Company actually called me back to inform me that if I contact them in the future, that they would not be able to provide service to me. Why would I want to use them again anyway? Went with another company and e ton AC unit and coil was installed within 1 week. read more

I had two successful furnace checks with this company. The first time was so good I bought into their yearly service plan. On the second furnace check, they changed out some parts and it was expensive but services were professionally done and rendered. The third time was tonight. I called them because the furnace was out and my son said it was thirty degrees in the house - I am in South Carolina for work. I called them and they said they would dispatch a technician within a few hours. They then called me back and said I hadn't renewed my service agreement so the 40 dollar fee just became 199. I said I had asked for a renewal and never received one evidently but I would still pay the difference. An hour later another person called me and said there was nothing they could do about the 199 fee. I said I don't care at this point how much it is, please send someone to service the furnace. At this time it was around 930 pm. At 1230 in the morning I called back as nobody has shown up. The person who answered the first time responded, said the other lady scheduled a service for the morning, and there was no longer anyone who could come out tonight. They were totally unprofessional, not apologetic at all, and still wanted to charge me the 200 service fee despite jerking me and my son around. I will never do business with this company again. read more

This business advertises a 24\7 emergency service on their website but this has been far from our experience. If you are experiencing an emergency and are renting , they need a form signed by your landlord before they will even come out to the unit. This form is not available on their website. If you are in dire straits \ urgent situation where you need a company to come out ASAP, this company may not be for you and that you should look elsewhere read more

Paid them to replace our furnace and AC at the same time. Had to have them back several times for issues. Furnace so noisy we have to turn the TV to 25 when it's running rather than our usual volume of 10. AC stopped cooling about 6 months after the warranty ran out and the service people said we should just replace it. Are you kidding me? Talked to a couple of plumbers who said the issue is that is was never installed correctly in the first place. Unit shouldn't die in 5 years. read more

They horribly overcharged an elderly person for a water heater. Without a written estimate they charged $2800.00 to install a water heater that costs approximately $800.00. When asked to provide an explanation and itemized breakdown of why they would charge $2000 for a 2 hour installation, they would not. Their own paperwork has a preprinted area where that breakdown would be filled in, similar to any auto mechanic or contractor. It was blank. Repeatedly ask for the reason they would charge that amount when the national and local average for a similar unit is generally 1200-1400 ( $800 heater, 300-400 for installation is the high end for a 40 gal natural gas heater). They would not. I have found 3 licensed contractors that have quoted 1200-1400 for this same unit and installation. I have not found a single instance of someone reporting a cost of $2800 for a 40 gal natural gas water heater. That include folks that feel they have been wrongly overcharged. The national average is listed in many places including Angies list as being 800-1000. Assuming the high end of $1400 is very fair for this unit, then obviously charging $2800 and refusing to give a breakdown of that cost leads me to the only possibility being that Hurley&David decided to impose an elderly tax. read more

I signed up for the HDAIR gold member service plan on my 12 year old house. 8 months into the plan my transformer on the furnace ended up exploding causing the primary controls to go as well. It was a very cold night with temperatures in the teens. Called HD AIR and they wouldn't be able to come out until 12-13 hrs later. I have a two year old and a 3 month old at the house and temperature dropped to a little over 50 degrees with a couple hours. Called a different company and within an hour they came out and fixed it. After getting the bill I called HD air back to see if they could at least partially reimburse me with the membership 20% discount on parts and the difference I was supposed to pay on the hourly rate if they were to come out and they said they still would've responded within their 24 hr window and that they feel "they should not eat the cost". Canceled the plan right away! For a big company they could've handled the situation better. Only 1 oil tech was on call for a weekend of a huge storm. Think twice before wasting money monthly on their plans. 24 hours is too big of a window without heat! read more