They do not stand by their work. They came out twice, once for a diagnostic and a second time to upgrade and maintenance my boiler system. After the service, my boiler still isn’t operating well but they still want to charge the service fee for coming out and doing a diagnostic at the bare minimum. I complied with all of their suggestions and fees, so I expected my system to be in good condition. It’s okay to not catch everything on the first trip, but they should stand by their work and finish the job if it wasn’t good the first time around. This is the standard other local contractors and small business have, it’s disappointing to see Northwest Mechanical not match their reputation.
New review: As can be seen in my old review a customer representative was very rude, yelling to me over the phone. The manager listened to the recording as soon as I reported the incident, and took all the proper measures. Because of this I decided to use their services, and they arrived early, were quick and very capable. Finding someone to service Steam Furnaces is a challenge, specially as capable, knowledgeable as them; they will definitely become my go-to technicians for my furnace. Old review: Their customer service is mediocre to say the least. It's uninformed, rude and overall just unprofessional. It is a shame that hard working technicians might not get a job because their receptionists yell at customers and are extremely rude and unprepared.
NW mechanical installed a radiator system 30 years ago for me. It has worked great, needs maintenance from time to time and I never have any problems scheduling a visit. Today Scott came out on time, was very helpful, polite, patient with my questions; it’s always a puzzle to figure out if something needs replacing or if flushing/bleeding is the issue. I appreciated how thoughtful he was trying to diagnose the issue and working on the system. NW mechanical has always been very reliable for me, all contractors have to ride the waves of being busy but they always came through for me.
My experience with NW Mechanical was terrible! I called to get a quote for maintenance on 8/9/24. After speaking to Brandy I sent an email listing of mechanical equipment and they were going to quote service. After 6 weeks of no response I called again 9/23/254 and again spoke with Brandy. She actually remembered my first call and said someone would get back with me. No one did. My final call was on 10/14/24. Again spoke to Brandy. She asked several questions regarding our specific equipment and was relaying this on to a technician. We decided it would be best if the technician called me directly. No call was ever received. Further, when I was relaying details regarding our mechanical equipment, the tech questioned what an FCU was. Any reputable mechanical contractor would recognize this as a fan coil unit. I don't often write reviews and for 38 years I ran an industrial contracting company. This firm needs some serious training!
Waited almost 4 weeks for an appointment. Was charged almost $600 to be told the system needed upgrading. (I thought that's what I was waiting 4 weeks for?) Then waited over a week for a quote to actually replace the system- at which point I would have to wait 4 more months for the work to be completed. Called their competitor- who came out within 48 hours, and was 20% cheaper. Not worth the hassle, or the expense in my experience. The 2 stars are entirely because the technician who came onsite was very knowledgeable and gave an honest assessment of the system.