Walley's Heating & Air

Nicholas and Patrick did an amazing job on short notice. My hot water heater died on Friday and they were able to deliver and install a new heater Saturday morning. Prior to the installation, they thoroughly explained my options and what they were going to do. After installation, they walked me through their work. They were courteous and friendly, and I was very satisfied with their work. I highly recommend using Walley's for your heating/HVAC needs; ask for Nicholas and Patrick!

Walley's was recommended to me by a family friend who received exceptional service. The vast majority of reviews for Walley's are overwhelmingly positive, but I unfortunately did not have a great experience. Although my experience was atypical, I do feel like it is worth sharing.

My furnace stopped working during the cold snap in New England this past Saturday. We called Saturday night, and our call was returned Sunday morning. We were given a time window of 10-8, and were told that the diagnostic charge would be $249.

At 4 PM, we call asking about an update for when our technician would arrive. The person on the phone was trying to be helpful but could not give us an update (which is understandable as I'm sure a lot of people were calling with issues).

At 5:45 PM, we call again and are told that it is likely the technician will arrive between 6-7 PM. The technician did not arrive until past 8 PM, and I'm sure he had a busy day because he told us he was out in the field since 8 AM that morning.

The technician was there for several hours, and although he was friendly and professional, he was inexperienced. He also tried charging us an additional $209 in addition to the $249 diagnostic charge, which is unacceptable as this was not disclosed ahead of time.

We get a quote for repair the next day for ~$900, and that we would not be able to get this issue fixed "for another 1-2 weeks." We could not wait 1-2 weeks with no heat from our furnace, so we went with an independent contractor. The contractor from a different company came the next day, and the total cost of the repair was $300 which is a third of what Walley's would have charged us.

It turns out that the problem with our furnace was not properly diagnosed by the technician, and the technician also left our electrical wiring a mess.

To summarize my experience, the technician arrived past our 10 hour window for repair, did not accurately diagnose the problem, tried to charge us additional money for the inaccurate diagnosis, and left our wiring a mess. We then get an overly expensive quote from Walley's that would not have fixed the problem given the inaccurate diagnosis, and our furnace likely would still have not worked. We also would have needed to wait over a week without heat from our furnace for the repair.

To be fair, I'm sure Walley's has and will continue to do good work for other locals, but I would not personally use this company again. I do hope that Walley's reads this review and hopefully implements better training for technicians, gives more realistic time windows (10 hours is very large, and our technician showed up late), and discloses costs ahead of time.

ADDENDUM: Customer support for Walley's reached out via email and phone, and they apologized for our experience. They also informed us that they will be reviewing protocols to help prevent our experience from happening to future customers. I think this demonstrates that this company upholds its values and does want to treat their customers fairly. We were reimbursed the $249 diagnostic charge, which we appreciated. Although our initial experience was negative, the follow-up from customer support has changed our outlook on Walley's and we have updated our initial lower rating.

Alex was great! He was very profession and personable. He explained what was going on with my furnace in terms that I could understand. He wasn’t pushy about buying new equipment or placing an order for the part I needed. I will definitely recommend and use Wally’s again.

Coming up on the coldest day in years… called at 4:30pm because furnace was blowing water everywhere. Took my call and had tech available by 8:00pm. Tech Bryan was there by 5:30pm, diagnosed the issue and had the system back on-line before 7:30pm! Could not have asked for anything more. Exceeded my expectations.
Super Professional, awesome work! Will recommend Wally’s to anyone and everyone!

Had Eddie replace the motor on my furnace after it broke. He was very professional and prompt with his work. After the repair he talked with me about the fix and was very informative with the work he did. Very satisfied with Eddie and the team at Wallys! I will definitely be calling them again for future services and would highly recommend!

Had a problem diagnosing the initial issue with the furnace but came back 4 days in a row with no additional service charges. I was very pleased with how quickly they responded when I told them the problem was not resolved. Walleys found the problem and all appears to be working. I will be using this company from now on.

Have been dealing with Walley’s for over a year and dumping money into a system that we needed to replace (and never told us) so we continued to do “Band-aid fixes” with one costly repair after the next. Finally, we got a second opinion from another company. I’m glad we did. We got more education from them on why our system wasn’t working and how to actually fix it from one technician being in our home for an hour. We’ve had about 4-5 techs from Walley’s come through with countless hours of working with our system who never told us anything. We have had a host of other issues with Walley’s including not ordering parts timely, forgetting parts once ordered (which caused further delays) and leaving us without heat/hot water for months without any temporary solutions to help us during the winter months…Do not recommend EVER!

I used Walley's back when we lived in Derry, NH and they did a full rip and replace of our ancient HVAC system and added a Central AC unit. They did such a great job with that, we went back to them to help resolve issues with our new home and hydro air system. They were able to resolve the issue 1st visit, where another HVAC company could not find the problem after two visits. Thank you so much Walley's Team!!

Eddie was the tech. He was very professional and knew what he was talking about, although my system wasn't cooperating and worked normally when he showed up and the whole time he was here he did a thorough job checking it all over and doing the maintenance on the system, also gave me some things to check for if issue happens again. Very happy with the service today

Brian was Awesome!! The response time was very, very fast and very knowledgeable!!
If you need a tech hes your man! 5 Stars!!
Will use again for service if needed!
Thank you x 1000!

- Russ T