Hurley & David

Brian D.

Follow up on Hurley and David after the city putting pressure on them finally had my furnace inspected it was flagged
If I had to do over would of gone with a real local business.Hurley and David is no longer local.

Craig I.

Worst service and Integrity of any company I've ever dealt with. If I could choose negative stars I would.

We had Hurley and David replace our Furnace, AC and Water Heater over the summer.

We contacted them multiple times to arrange the inspection for the plumbing and other work. They said they had contacted the city but they weren't doing inspections due to Covid.

2 months after the work was completed we filed for Energy Efficiency rebates for the upgraded equipment and were told that the AC unit did not meet the energy efficiency ratings for the rebate. After numerous attempts and 2 weeks of calls and messages, finally received a call from the Salesperson, Bill Desilets. He stated he had been informed that there is no 16 seer unit (what we were quoted and paid for) for a home my size, and that they had upgraded me to a better unit, however that unit was still not 16 seer and not as efficient. Bill explained that while I was quoted for a 16 seer unit, the unit they intended to install was only 14 seer. Due to supply issues they had to ""upgrade"" me to a better unit, that was still only 15 seer. I was never informed of any of this until we filed for the rebates.
After some back and forth Bill Desilets said his manager approved a $1550 refund - $250 for the rebate, and $1300 in estimated savings between the 15 seer unit installed and 16 seer we paid for. They also made arrangements to have the inspection completed, which miraculously they were able to call and have done the same day. The plumbing work failed inspection and needed to be re-done.
The plumbing work has been completed, and the updated inspection completed. However HD has failed to ever refund our money and now is not returning calls (most recently yesterday 12/30/21).

This was a clear bait and switch in my opinion- they never had intention to install the equipment they billed me for, never notified me of the changes, and knew they could not (which they confirmed via email) install the agreed on equipment.
Customer service is terrible in general also, getting through their call center is impossible.

Save your money and headaches and find another company. HD take your money and end their service to you there.

We'll be filing a BBB complaint and then contacting an attorney pending the outcome of that.

Terrible company.

chip m.

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.

Laura D.

12/2021
Due to old heating system, new furnace/ AC and hot water heater installed at recommendation of H&D. Over the next 6 months breakers kept tripping creating ongoing heating issues.
The initial breaker trip was at the end of AC installation leaving home with no heat for 3 1/2 days.
Inside temp: 52 F.
Outdoor temperature: 34 F
* Calls with office focused on warranty and charges associated with service call rather than welfare of 91 yr old without heat.
2/2021
Two months later temperature could not be controlled and temp was running at 85f due to breaker trip. H&D said damper needed to be replaced.
5/2021
Heat set at 54, yesterday indoor temp is 78f. H&D replaced another damper.
H&D said other dampers should be replaced. Service manager sent email sent to six different people within H&D. No one from H&D ever followed up on replacement.
11/2021
Humidifier unit falls off AC that H&D installed. On hold 27 minutes to speak to a manager. Ended up being informed by dispatcher that a manager would follow up with me. Dispatcher lacked empathy and personal skillset to interact with customers.Technicians were great, but all other dealings with this business have been an endless source of frustration. Once a family owned business, it's now owned by a larger business and misses the mark on customer service and service delivery. Just a year ago I contracted their services for my 92 yr old mother. They displayed zero empathy when, immediately after the furnace/ac/hot water heater job was complete, she was without heat for over three days after a breaker tripped. It was 52 degrees inside her home. Their call center was focused on charges for the service call rather than the welfare of their customer. It was stunning how inhumane they were to the living conditions their customer was stuck in. Continued tripped breakers over this past year have required more service calls. I'm still waiting for them to execute on a job from 5 months ago. However, the latest is a humidifier that fell off the system they installed. They were quick to rebuff responsibility, which was a candidate for further conversation. I called to speak to a manager (today) and sat on hold for 27 minutes and was left with a dispatcher that possessed zero customer service skills. Several hours later, I am still waiting for a call.
If you have time to chase these folks down, these folks will keep you busy. If you want to feel like you're cared about and/or are elderly, don't use them.

Nick D.

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.

Dana G.

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.

Ziv C.

We've been members of the service club with Hurley And David for close to a decade. We've even replaced two HVAC systems with them at the cost of close to $30,000. This company has recently been purchased by a bigger fish and ever since then most of their seasoned technicians have left and overall, service has become a nightmare. We have been spending close to $100 per month for their service contract Only to have our routine maintenance appointments canceled at the last minute several times. Contacting their business manager was of no use as she is completely unreceptive to any customer concerns or complaints. Hurley And David declined to compensate us for missed appointments or to refund any amounts paid for services that they failed to deliver. They are swindlers and do not deserve your business. We will be sure to file a complaint with the Better Business Bureau as well.

Talia P.

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!!!!

David H.

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

Becca D.

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!!