Northwest Mechanical, Inc.

We've been satisfied customers for years. Recently installed a new boiler system which is keeping us toasty in the cold weather. The yearly maintenance plan has kept us in hot water (in the good way!) and without major incidents for 15 years now. So nice to know that our system is in good hands.

Chris came to inspect our 30 year old boiler and thermostats. We had been having a heat fluctuating issue. He was very informative and showed me the batteries that are in the thermostat that I had no idea were there. Of course they were dead after 30 years but they kept the connection between the thermostat and the boiler and were calling for heat even after the desired temperature was reached. New batteries and we are back in business. We will have Chris come in a month and do a full boiler inspection and update. We were impressed with his professionalism and knowledge. Pricing was reasonable also.

Best said quoting communication from last week indicating poor customer service-

NW Mechanical:
"Hello ****, your son **** called yesterday to advise that ***** was experiencing a problem with only having luke-warm water since the maintenance that was recently performed. At that visit, the technician did the maintenance and tested the system and it was working fine when he left. So, with that said, I have him scheduled to come back out on Tuesday, September 13 with an arrival window between 8:00am-8:30am. You can expect a confirmation email the day before to firm up the appointment. At this time we are considering this a “Follow-up” call a deemed billable until further investigation. The trip fee is $146.20 and we’ll collect at the time of the visit."

My Response:
"Thank you for the communication. I can see how there would still be hot water in the system when the tech did a test at the end of his/her visit, as the temp had not yet had a chance to drop all that much. I had a chance to video call with ***** last night and we spotted a valve that was still in the "off" position post-test/service from last week. I had ****** set that to "on" and Mom's hot water is restored as of today. This is not the first time a valve has been left off following service and is something a video call with ***** and someone on your end would've quickly resolved.

I'm deeply concerned about the lack of urgency and dismissal of a potential oversight by the tech. To ask an elderly client to wait two weeks without hot water in her home is unacceptable when there's even the slightest possibility of what actually occurred there last week. Having solved the issue remotely with ***** myself, you may take the 9/13 appointment off your books, and we'll no longer be needing the services of NW Mechanical. I will begin searching for another company that I can trust to provide the service I expect for her."

It should also be said that there was no apology or attempt to fix the relationship. Just a quick email stating they would refund the $400 Mom had just spent for a service contract that apparently has no value. I don't get the sense they really care if they lose customers or not. Maybe it's a sign of the times. Perhaps they don't have to.

I have a 13-year old Triangle Tube radiant floor heating system and a 2-year old Mitsubishi ducted mini-split system installed by NW Mechanical. NW Mechanical has provided the last two maintenance service on the radiant system while this was the first on the mini-split system. Like my earlier experiences with NW, this second experience was excellent. Steve arrived on time and practiced social distancing while wearing a mask. We discussed one problem I was having which he solved immediately. He then proceeded to work through both systems for a detailed inspection and service. Any issues were discuss in great detail and all my questions were answered thoroughly. He was prepared with all the necessary parts where changeouts were needed. I expect to be a long-term customer and highly recommend NW Mechanical for new or replacement installations and maintenance.

We were extremely pleased with the professional installation of our AC system. Our situation was complex and required coming up with unique solutions. Despite all these issues, the installation team (led by Brendan) was patient, understanding of our concerns, helpful, and responsive. We are very happy with the new AC system and the professional work. We would highly recommend your team to everyone.

NW Mechanical recently installed a new Hot Water Heater and a new Heat Pump for us. The technicians were very knowledgeable, arrived on time and worked very efficiently. They answered any questions, explained what they were doing and what the equipment should do and the results we should expect. They were correct, we have been very happy with the performance of both. We highly recommend them for both
new installations as well as service to maintain equipment

Even though we were not able to do business to repair my boiler, Kathy was able to help me with tips and referrals. She later called back to see if I still needed assistance and if I was able to resolve my problem. She gave that personal touch that every customer should get from every business. Thanks, Kathy!

Kyle was prompt, professional, friendly and on time. He was thorough and quickly diagnosed the problem with my on-demand hot water system ( for hot water and radiant heat). He clearly explained what had happened and what needed to be done to resolve the issue. He also detected a natural gas leak in the heat exchange unit, which saved us from potential disaster.

When I elected to replace the system Kyle rearranged his schedule so that he could perform the replacement. He was concerned that we had no hot water or heating, so he wanted to perform the replacement without delay.

We've been using NW Mechanical for years to service our boiler/hot water tank system. I tried finding a cheaper company a few years ago. The first one I called never showed. The second one sent someone who didn't know how our system worked and tried to sell me stuff I didn't need. NW Mechanical has considerate (they always take their shoes off), friendly technicians who are experts in their field. They don't oversell, arrive on time, and are pleasures to have in your house.

NW Mechanical upgraded my hot water and heating system (in a 15 year old townhouse) and I'm happy with the level of service and the results. They did a professional job, and have called with follow-ups to make sure the work and system was satisfactory. So far, so good.