Grasshopper Heating & Cooling

UPDATE: After posting this review, Grasshopper has reached out and apologized multiple times. We were reimbursed for our membership fee and compensated based on their “no frustration” policy, which we appreciate. They showed great customer service and genuine concern regarding our unpleasant experience.

We used Grasshopper a few months ago to have our boiler cleaned and inspected since we just bought our house. We chose Grasshopper because of their amazing reviews. I’m honestly not sure how they got those reviews. We did not have a good experience. The technician was trying to sell my husband things the entire time he was there. I understand this is a business and he is a salesman but after my husband telling him MULTIPLE times that he was not interested, he was still persistent on getting us to buy something else. Not only did this leave us with a bad taste, but to top it off, he wanted us to buy a new boiler for $12,000 for seemingly no reason. He told us our boiler was older but didn’t actually say anything was wrong with it. Again, we politely declined. After this interaction, we weren’t thrilled but we already had agreed to a yearly membership so we decided to give them another try this week. All we needed was a quote for removing one single radiator. We were told the technician would be there between 8-10am and would text 30 mins before showing up. At 9:45, my husband gets a text that they were on their way. No one showed up until 10:45am and when they did, they sat in their car in our driveway for 15 mins before coming to the front door. It happened to be the same technician as the first time which my husband was worried about the sales pitch he was going to get. Well, he was right because nearly 2 hours later, my husband was tired of politely declining everything the technician tried to sell, things that were not even related to radiators. Also, the tech was giving my husband false information about water quality and comparing water quality to a pool system to get us to buy a water filtration system and even directed my husband to some fake science website to try to prove his point. Clearly, the technician had no knowledge of actual science and was repeatedly telling my husband ill-informed facts just to sell his product. Finally, we got a quote for removing a single radiator, which was all we called about in the first place. The quote was $1800. We don’t want to replace it or anything, we just want it removed and capped. $1800 seems very steep for something this company supposedly knows how to do. Maybe we just had 2 unfortunate incidents but that was enough for us to cancel our membership and never use Grasshopper again.

When our furnace went down just 2 days before New Year's, Grasshopper had a new high efficiency unit in by the next morning. Their technicians, Matt, John and Rob were all friendly and knowledgeable. Even though John and Rob were working on New Year's Eve, they took their time and were courteous. Before they left, John reviewed the new system with me and asked if I had any concerns. I mentioned an issue with air flow to one of our rooms that technicians from another company could not solve. He gladly took a look at it and, to my surprise, quickly solved the problem. Fixing this issue will not only improve heating efficiency in our home but now I will no longer need to run an additional A/C unit for that room each summer. Overall, my home is now much more energy efficent and comfortable. Really stellar customer service!

Christian Slater arrived a few minutes earlier than scheduled and was he very courteous, professional, and did an in depth walk through of the entire furnace, ac, and humidifier system. He is very knowledgeable and taught me a lot of valuable things when it comes to how the system works and what preventative measures I could take as a new homeowner to ensure long lasting efficiency of the unit. I was initially nervous being a new homeowner and not knowing much about how the furnace ac humidifier worked together and what all I should be doing but Chrisitian eased my mind and explained every thing in detail of how each part works and he showed me step by step progress as he was doing the system maintenance. It was pretty cool! I am delighted with the customer service and the maintenance performed today, I highly recommend grasshopper heating and cooling!!

The crew contacted me within 1/2 hr of arrival, as promised. Upon arrival, they put on boot covers to avoid dirtying up the floor. They proceeded to the basement to look at the heating system. Both participated in communicating questions and observations with the customer. Both were knowledgeable and social. As I anticipated that while other service opportunities were offered to me in addition to the contracted heating system furnace, no pressure tactics were employed. The job was completed in an efficient time. I did wind up signing on for a one year HVAC maintenance plan at a discount. The guys were a couple of fine young men who know HVAC work and their company. Nice job.

Dylan Ryan and Kevin were awesome! Came in removed an old 30 year old system and installed a brand new one in a single day. They went above and beyond to make sure that we even got our Google nest working with the wonky wiring in the house. Will gladly use this company/them in the future.

Quick edit, totally forgot to call out Matt who did our initial inspection! He was super knowledgeable and spent real time explaining the issues with our old unit and helped us pick out our new one. Everyone was awesome! Great service all around

Alex, the Grasshopper Tech, called ahead of time and arrived punctually. He checked out our system and corrected the problem. We wanted the annual maintenance agreement and are pleased with the outcome.

Great experience with Matt. He was thorough with explaining the services while also fixing our A/C unit.

The gentlemen that arrived to service my a/c were curteous, friendly and very knowledgable. I have been with grasshopper for quite a few years now and have always been satisfied with their work and pricing. Great company.

As always Grasshopper provides exceptional service and personable techs. This is our 3rd year contracting with them and no matter which representative I’ve interacted with, the company is consistently reliable and responsive. Christian visited today for a maintenance check and deserves commendation for once again demonstrating why we have been a loyal customer since moving to Albany.

Excellent all around service, cleaned mini-splits better than other companies. Price much more reasonable. The tech was awesome.
Will definitely use again.
Carol Peverly