Troy's Heating & Cooling

I tried to give Troy's every benefit of the doubt and have used their services for a few years now. They seem nice at first but are very scattered and unorganized. The main individual for bookings is very abrupt and makes you feel as if you are bothering them if you call. We had them install a new furnace at our house and hrv which upon initial installation they installed the wrong furnace. To their credit they came back and installed the correct one but just shows the lack of attention to detail. On yearly cleanings they always seemed bothered when I would call to book a cleaning and just complained how busy they are and it would take multiple attempts to book a date. Then came natural gas to our neighborhood and we wanted to convert from propane to natural gas. We quoted quite early and the gas was delayed so when it came time I wanted and updated quote. They refused to send one at first just saying oh its a little more expensive now. Took repeated attempts to get the quote on paper. When I tried to book the conversion they repeatedly ignored my emails and calls and lied to me about what the natural gas company said. Then I see they are doing my neighbours conversion no problem when they said they couldn't come for well over a month even though I had been touching base with them for over a year about converting. When I called it out I heard nothing back. Then they just booked a random day without having a quote on paper. Weeks down the road and I had enough. Summary: Disorganized and poor communication. Also expensive.

A little rude on the phone… acting like she was the only service in the area and did not care about my situation at all….

We built our house 4 years ago and contracted Troy's for plumbing and geothermal heating for over $120k. They did good work, not perfect, but good.We have never had enough hot water and made this clear from the start. The job was completed as per contract but we have asked multiple times for options to increase hot water and never got any response.End of August I was determined to get this done. I called weekly and each time was promised a call back. Eight weeks later still no call. I just want a bigger water heater, is that not worth your time? Have I lost the privelige of being your customer? Don't promise to call if you aren't going to call. Be honest, if there is a reason for not returning my call just tell me. Don't string me along for months. Whatever happened to customer service?

Troys have done more than 40k worth of work at our place. Installed old elbow going to pressurizing tank and shockingly it failed. Flooded our basement and they would not complete the repair. Overall their customer service throughout the jobs has been terrible. Never use this shoddy operation.

As to a response to Doug Cameron.That is a lie…. Her response to me was…and I quote!!Not today for a service call or tomorrow and most likely not next week.Believe who you want.I said are you serious and she said yes.I said… I don’t believe it and yes, I did hang up…. She was very rude.Reliance was here in less than 3 hours .. from Kitchener and had my central air conditioner fixed in 22 minutes.Reliance is the “Best” by far…..

I had Troys install an A/C unit at the end of June. From the time I got a quote tithe install was under 2 weeks. The salesman Scott was knowledgeable and straightforward and got back to me with questions even on his day off.The to guys that did the install (sorry never got there names) were professional, and courteous.when they were finished everything was cleaned. I did an inspection after they left and was impressed with the clean installation.There were no surprises with my bill it was exactly as quoted.Thanks Troy's I'm very happy with my cool house!

Troy’s plumbing didn’t a great job analyzing and correcting a reoccurring failure in our tankless hot water heater. The crew was knowledgeable and arrived with all the parts to correct the diagnosed problem and worked very efficiently. Invoicing was done promptly as was the response to our initial call and servicing. The staff who answered the phone and preformed their scheduling were courteous and inquired about any potential health risks due to the Covid 19 pandemic. It was overall one of the best service calls we have ever had with any such home service!

Troy's was very professional, helpful, and overall we received super service. We have used them for multiple repairs and installs in the last year since buying our home and we are so grateful for the help they gave, the prompt service, and great workmanship they provided. They took the time to explain everything in detail and made sure we were satisfied before they left.

We had Troy come and do the installation of a new furnace and switch us over to natural gas. My husband had no problem booking the appointment and the workers who came, Kyle and Zach arrived right around 8am both days and were extremely professional and cleaned up their workspace beautifully after. Their supervisor who quoted us on the price also came by and checked in on them. Perhaps after the poor previous reviews they are trying to improve their customer service. We were very satisfied with what we experienced.

My wife and I are in the midst of a new build, and Troy's was recommended to us by our electrician. We dropped in and were treated horribly. We were taken aback by an extremely negative, condescending experience from the first words out of our mouths until we left. She took our info, but doubt we will be contacted. Not sure we would want to support this business even if they do contact us.Edit, Nov. 2, 2022. Troy personally contacted us the next morning about our experience, which we appreciated very much.