As someone previously in the home energy and sustainability field, I get asked often about our heat pumps and I am constantly telling people to avoid this company. NE Ductless installed our heat pumps in 2021 and it's been one problem after another. Our air handler was faulty from the beginning and needed to be replaced immediately, they were not responsive to requests to inspect the system two years later and troubleshoot why it wasn't able to keep up in the winter months, and we subsequently had a subpar service visit from them. I knew I was really done with them when I identified that they used a product in my install that is prone to corrosion and refrigerant leaks, and they refused to do anything unless/until a leak occurs. Now, I've had a major leak into my bedroom from the air handler and it was discovered that there were several things NE Ductless did incorrectly during the install that caused the leak (including an improper joint transition in the drainage line that was kinked and caused the system to back up, drainage parts that hadn't been installed, and a drain pan that was noticeably pitched instead of level as it should have been). The company who came to fix it was really shocked at how poor of an installation it was, and of course these things were not noticed when they came for service less than 2 years prior. When I let NE Ductless know, I got a defensive email back. This company does not stand by its work and its customer service is atrocious. Run, don't walk. read more

New England Ductless - Kinked drain line from an improper connection between the PVC and copper. Water wasn't getting out and backed up into the system. - Heating & Air Conditioning/HVAC Near Me - Boston, Massachusetts

See all

I rarely leave negative reviews, but this experience warrants one so others can make an informed decision. Boston Standard sold and installed a brand-new heat pump HVAC system for my home, representing that it was properly sized and appropriate for the unit. The installation itself appeared to go smoothly, and cooling worked as expected through the summer and fall. However, once winter temperatures arrived, the system failed to perform. For 16 consecutive days, my family was unable to get our home above 63°F, despite repeated assurances that the issue had been resolved. Our infants slept in sweatshirts and we relied on space heaters during that period. Over those 16 days, Boston Standard made five separate service visits, each time diagnosing a different root cause: - First guy reset the system then told me it was working like normal - Then, second guy diagnosed an electrical/wiring issue and said that was fixed - Third visit was improper airflow causing the gas to blow out - Fourth was faulty sensors and a replacement control board - Finally, they resolved after troubleshooting live with the manufacturers support where they had to rig the control board wiring in a confusing way  Throughout this process, communication was inconsistent. At various points I was told parts were needed, then that they were not. I was repeatedly told the system was "fixed" when it clearly was not. Escalation was difficult, and it took multiple attempts over several days to reach a service manager Joe Trainito. The most troubling part is not that there was an issue, but that Boston Standard did not fully understand how to install or configure the system they sold me. From a homeowner's perspective, it felt like troubleshooting & training was being done live on my house, at my family's expense. Several people at the company acknowledged that they were having widespread issues with these new installs. When I asked what they would do to make this right, the primary offer was a 10% warranty extension, which was not meaningful after a prolonged failure. A request for a partial refund was met with an offer of $1,000, less than 4% of the total project cost, despite the system being unusable for heat for a significant portion of the winter. This was a full, ground-up HVAC replacement that should have been correctly designed, installed, and supported in the first place. Unfortunately, the experience fell far short of that standard. I cannot recommend Boston Standard based on reliability, execution, or post-installation support and will not be using them again. read more

So glad I chose NED to replace our HVAC system- they were prompt in their communication and extremely professional overall. Nolan Turner was our representative and he did an outstanding job from start to finish. Not only did NED beat the other quotes I received, they were able to get the job done in the time they had committed to. No issues whatsoever. As the unit was just installed I can't speak to how well the system will work and what after-care service may look like, but so far I've been extremely pleased with the installation service. read more

This is the worst heating system I've ever experienced. And I've lived up and down the east coast. Ever since it was installed it hasn't worked correctly. I'm a renter and feel really bad for myself and my landlord because I know this wasn't cheap. The techs have come out countless times. When they come, they either don't know what happened or they find some way to blame us. Its insulting and maddening at this point. I've given up on the matter and will be using space heaters until it warms up. Would not recommend. SERIOUSLY WOULD NOT RECOMMEND. Home owners look elsewhere! If I see another tech in my home I will scream! read more

I told NED that I keep my home at 62 degrees in the winter to save energy, and they said their system could meet that need. After installation, I set the system for 62, and the heat pump heated my home to over 70. So I turned the set point down to the lowest possible setting of 60, which didn't help. The NED heat pump system overheats my home by TEN DEGREES! NED tried to fix my system but couldn't. Instead of replacing my dysfunctional system with one that works, they told me I would have to live with it because most people like 70 degrees. Because of NED, my bills have soared, I waste energy every day, and I waste even more energy when I'm away because I can't turn down the heat In my home. Working with NED has been a nightmare. read more

New England Ductless just completed a five day installation of three new Mitsubishi split systems working off one condenser in our South Boston loft/condo. It provides primary A/C and supplementary heating for us. Overall, we're very satisfied. The project had some complex aspects that Brian, the sales rep, helped us to think through. The installation crews, under Alvaro and Carlos' leadership, were great. They worked through challenging circumstances (heat, thunderstorm) with the utmost professionalism. All were good, but Carlos, in particular, deserves to be singled out for his problem solving skills, dedication to doing the job well and his keen desire to leave the customer satisfied. Areas of improvement? We found the prices quoted for some "peripheral work" to be exorbitant (e.g. the cost of removing existing ducts and the quote we received for the replacement of our water heater). Also, handoffs between sales and installers, and different daily crews, weren't as polished as they might have been. These are small points. Overall, although "newbies" with our new system, we're delighted with its quiet performance, the freeing up of closet space, the creation of a separate zone for our guest bedroom, the elimination of "industrial" ducts and the features of the Kumo Cloud networking application. Well done, New England Ductless. read more

This company met and exceeded our high expectations. Designed and installed mini-splits for our 1800sf condo apartment, and have serviced it annually since then. Justin Knight was particularly helpful at our annual service call, advise on how we can best maintain our system for long life. Our condo association was difficult on requirements for installation (no AC allowed in past) which NE Ductless worked through successfully for our unit and three others. I can recommend this outfit without reservation, they are tops! read more

Great installation process. Communication with office is extremely poor. Found leak in system at 17 months. 12 Year Worry free warranty is a joke. Mitsubishi offers a 1 year warranty, Joe W said NE Ductless adds another year to it. I had to agree to pay repair before they came out. I had to pay approx $2,000 to repair while they covered the cost of the broken 50 cent part. Contacted office and requested to talk to boss (Joe W). Never heard from them. I contacted them 3 weeks later saying I was going to complain, since I hadn't heard from them. Joe W called and read me the riot act for my threat. Joe told me they contacted the wrong customer 3 weeks prior. He said he was a reasonable man but offered me nothing. Very disappointed in this company. read more

Update. The owner actually ended up calling, but only after I posted a Yelp review. He asked me to call Friedrich myself which I did. Including the actual store that carries their parts, Supervisors name and tech number were given. After I emailed that information, he let me know that they were no longer to assist me. Called Breen and Sullivan. When they showed up, they took apart my unit, and the nut on the fan had fallen off, nut was actually on the bottom of the unit. That was what was causing the sensor to trip, no part was actually needed (still don't know what "part" they were chasing for two months). They put the fan back together and 15minutes later it was fine. I started the first review with, they may be good at Mitsubishi, but uncomfortable diagnosing other brands. read more

Found their ad on a current (April 2021) Community Values magazine. We called on April 2, 2021 for information as we are interested in installing a ductless cooling & heating system. We spoke with the office/answering service and were told a project manager will call us back. Well it is now 3 weeks later, and we still haven't heard from them. Why do they bother advertising their services? It appears they are too busy to keep up with the calls. At least call back and tell us that you will not be able to get to us this year. read more

I could not be happier with this company! From the moment I requested a quote to the installation the process was easy. Always on-time, responsive, and very professional. I totally recommend this company! read more

Update for re-install for New England Ductless. RE-install team did show up on Friday 6/18. Did a great job re-installing outside condenser unit on a stand. Also had to bring extra sized pad and added rocks to level. Had to re-run ducts and also put a surge protector on the electrical for me without me asking. Once again cleaned up the site impeccably. So, overall New England Ductless ended up keeping their word and their installers were excellent ,knew their "stuff", and had really pleasant personalities as well. So, lets change the rating to 4 stars remembering that communication between installers and sales need to improve a bit. Would do business with them again! read more

Very pleased with the install. Sami and Mouhcine (sorry if I got the spelling wrong). They were on time, very pleasant, explained how to work the system, great clean up, I wouldn't hesitate to recommend New England Duct less. This review is based on my experience with the flawless install only. i have not used the product as yet (install was done in April no need to actually put it to use}. I will add to this review after I put it to use during the dreaded heat this summer. read more

We had an excellent experience with New England Ductless! We reached out to them after having difficulties with another company, and they were incredibly responsive. Ryan, our project manager, came out for an assessment right away and was very professional and knowledgeable. He also checked in regularly and answered our questions throughout the installation. Giovanni was super helpful and responsive with the logistics as well as support with getting a loan through MassSaves. The technicians (Tony, Christian, Davidson, Justin, Nilton, and Mike - sorry if I missed anyone!) were all so hardworking and were able to wrap up a big project in an impressively short time. They left everything nice and clean, and we are so happy with our new system. We would definitely recommend this company! read more

We used New England Ductless to install both minisplit system and ducts with vents in our home, the job they did was good. David and his co-worker were very professional and completed the job. However, they messed up my rebate. I followed up with the mass save, who told me that they were still waiting on some paper work from the installation company. I finally managed to get the rebate after more than a year! But this is not why i am giving them 1 star. When they installed the system, they decided to put wall board heaters in the bathroom, and laundry room (initially the plan was different for the laundry room). Anyway, it was only after they installed i realized what a disaster it was. It was one of those cheap, and did not even have proper labelled dial for turning it on and off. This became a disaster because it is eating up electricity like crazy. At the very least I wish they installed one with a timer. My bill is $698 this month and ~600 the month before. I changed the whole base board heating system to cut down on spending energy and money, but NED installed something that our goal became moot! I have called and spoken to them several times about this in this last year. There last response was that they wanted another ~1800 to fix this. They particularly mentioned that because they needed to make a hole on the wall, which again is incorrect because the hole is already made to install the wall board heater. Go figure! Very frustrated! read more

I do most of the work around here myself in part because of several disappointing experiences with contractors. That is certainly not the case with this company. Installation was well-managed and on time. The installers obviously care about the quality of their work and our satisfaction. They sought me out when a home-owner decision was needed and were glad to answer my questions. Everyone we dealt with was courteous and professional. This was the best contractor experience we ever had. read more

We had a mini-split installed earlier this month. The team was incredible from the beginning (quote) to the end of the process (installation). They were knowledgeable, responsive and did quality work. Also, they have gone above and beyond in helping us seek the applicable rebates with Massachusetts. I would highly recommend this team and will use them in the future. read more

Fabulous! My wife and I were impressed with the great reviews that New England Ductless has. We wanted to install a system, and we wanted a truly professional installation without a lot of mess. Brian (the salesman) spent an enormous amount of time with us explaining where the indoor and outdoor units could and should be placed. He took extensive measurements and photos of the rooms, the knee-walls and the electrical panel to give to the estimators and engineering people. We felt very comfortable that we knew what we would be facing, this contrasted with another contractor who came for about 15 minutes and explained very little. Ravi and Donalley were the main installers, and we were exceptionally pleased with them. Both of them were incredibly respectful and personable. The same can be said for others who were here on various days (John the electrician and Dylan and Steward, helpers). They all worked incredibly hard on hot days. Two of the units had to be installed within a knee-wall, which was hot and had loose insulation. They worked long hours and left the work areas perfectly cleaned and vacuumed each day. Ravi led the project, and he was excellent at figuring out how to approach each unit's installation in an over 100 year-old home. He is obviously very knowledgeable (as were the others), and he is also really good at thinking through how best to approach each situation. He patiently explained everything we needed to know about the installation and the operation of the units. The men worked efficiently together. Today our home is comfortable and quiet--much different from how it was with portable and window air conditioners. The cooling is even and unobtrusive. we are thoroughly pleased. read more

From the first phone call to set up an estimate to the final walkthrough with the installation crew, these guys have been awesome! Of course I'm much happier with a nice, quiet ductless system instead of the window units, but they do the big things and small things really well. They were always on time, super courteous, and they never left for the day without giving me a detailed update. It's crazy hot outside and in my basement, and they worked hard through it all. New England Ductless made sure I had the Mass Save energy audit and are helping me with the rebate paperwork. I am so happy with this company, I will be having them back out to take care of any services on my oil burner because I know they'll do a top notch job! read more

Had a mini split system installed barely 2 months ago. Instillation and product worked great for two months. Now there is no cold air coming out of either of the ac mini splits. Called about the situation, and they were extremely rude on the phone, but promised me someone would get back to me immediately to schedule service. day and a half passes and no call back. I called again, and was told their "service scheduler" is not in and to call back another time. This is a product that cost over 10 grand, is two months old, under warranty but does not work...and company is doing nothing to fix the situation. Even better is it all happening during an extreme heat wave. While I was very happy with the service and product at the beginning and would have recommended the company to all...after having a brand new system stop working less than two months and the company doing nothing to help fix the situation, I would never recommend this company to anyone! read more

I worked with Brian over at New England ductless with respect to a prospective project for the replacement of a mini split unit. Brian and Haley (their office manager) were professional and prompt throughout and Brian reflected a deep knowledge of his craft. We ultimately decided to go a different direction for our project, but based on our experience with New England ductless, we would definitely recommend working with this company to others with ductless mini split needs. read more

Joe and his team delivered!!!! We wanted to install mini-split system (4-5 units) in our home. I got visits from 3 contractors: one did not bother to give me estimate, one from Sila gave me estimate but did not take time (he is only salesman, by the way) to explain to me how he would install system in my home and Joe. Joe took time to explain to me what needs to be done, how he would do it, and give me estimates to different options so i could consider. Before installation, i had question/concern, and Joe visited again to discuss with me in person!!! Joe is business owner and very knowledgeable, but he is not arrogant as other guys in big company, and he does respect his customer. Around the end of June 2016, he and his team started installation. They worked hard with the full uniform on (it was really hot outside): that told me that they took the job very seriously. The work they did so good that i decided on the spot to install one more unit in the dining room (in total i installed 5 units), and they did so without extending schedule. During installation, i had questions/concerns and Joe addressed them to every details. Their are another perks Joe can provide: he introduces the energy assessment company which helps me to get rebate, also he introduces the Century bank where i can get 0% interest loan for my project. Joe also had his staff to fill out paper work for rebate from Mass Save and Mass CEC. Those perks are very helpful: it helps me (or anyone who installs mini-split system) to get rebate money and 0% loan. You can not get those perks from big company. In conclusion, Joe knows how to and is willing to take good care of his customer. Some people (including me) might be nervous because he is new in this business, but i recommend to take time to talk to Joe, you will feel confident that Joe will do a good job. During the summer of 2016, my girls did not want to go outdoor because they were so comfortable in their rooms (is that bad thing?). read more

New England Ductless made everything from the estimate to the final walk through easy, fast and comfortable. Great at communication and always on time. Samy and his crew Simon and Carlos were great, courteous, and clean (they put shoe covers every time they came in the house!). I'm especially impressed with Samy's work ethics. Highly recommended. read more

We just had a heat pump system with three zones installed, thanks to Arlington's HeatSmart program, and we are so looking forward to more efficient heating/cooling. The two installers from New England Ductless, Samy Tingue and his colleague Simon Tewolde were wonderful. We were at home throughout the three days of installation, and they were fun and pleasant to have around, didn't mind all our questions, and worked so efficiently and carefully around us. It could have been a stressful experience, and instead they made it a pleasant one, giving us updates and showing us things every step of the way. Everyone at New England Ductless who we have dealt with has been very responsive and personable. read more

We are very pleased with our experience with New England Ductless. We had a 6 zone mini split heat pump system installed through The Arlington-Winchester HeatSmart program. Sammy and Carlos did an excellent job installing the system on two floors of our cape house over five days. Highly recommended. read more

Superb customer service. I called the owner regarding and issue at 3:30. Carlos went out of his way and had it fixed by 6:30. Same day! You pay a little more at the onset and it is worth every single penny. This company stands out for their attention to the customer from start to finish. Team Carlos! Team Joe! read more

These folks installed a system for our neighbors and were completely disrespectful of our space and of the shared common space. Without our permission, they invaded our basement, left holes in the ceiling, pulled down insulation, and were dismissive of us when we complained. The information they provided about what they were doing was incomplete and misleading. read more

Joe Wood and his team from New England Ductless are an incredible group of professionals! I recently installed 3 wall mounted Mitsubishi units for cooling at my house and they did a great job, and this is coming from an architect. Joe was very helpful at taking us through the process and explaining the system and how they would work to installed the units with the least impact. Their work ethic is great, and they constantly cleaned during their installation. I would not hesitate for a minute to recommend New England Ductless for your next job. read more

I called because our heat pump fan started screeching & then stopped blowing entirely. Called at 3 PM on Monday, and by Tuesday 11:30 AM, super repair guy Denali was here. He first cleaned the outside equipment, and tested the blowers. Everything seemed OK. I thought he had left, when the one blower started screeching again. Fortunately, Denali was too smart to just drive away. He spent time making his notes, with a suspicion that the noise would come back as soon as he left the building! I was so relieved to run out & find that truck still there! Denali came back in, and listened to the noise. He has been working patiently to isolate and solve the whole problem, permanently. I appreciate the patience and care - and Denali's care with my household as well. He carefully puts on and removes shoe covers as he goes out and in, so as not to track dirt into the house. Just superior service and care! read more

Joe, Josh, and Silvestre just completed the installation of a Mitsubishi mini-split system in my condo. Having had a previous system installed by a company no longer in business, I was anxious about having it done right this time. I was immediately impressed with their professionalism and competitive pricing. They got the job done in just over one day and made sure I understood how it works before leaving. On this 95+ degree day, I am happy to be sitting comfortably at home! Thank you NE Ductless! read more