A Ultra Comfort

UltraComfort truly exceeded all my expectations! From the moment I contacted them, their customer service was top-notchfriendly, responsive, and genuinely interested in my heating needs. The technicians arrived right on time and were incredibly professional and knowledgeable. They quickly identified the problem with my heating system and explained everything clearly before starting the work. No jargon, just straight talk, which I appreciated.

I writing this review on behalf of my daughter who contacted Ultra Comfort of Mississauga as the gas furnace had stopped working on March 14th at her home in Oakville. The service tech inspected the furnace and determined that the vent fan motor required replacing at a cost of $900. The service techalso indicated that the furnace was old and many other parts would soon be beginning to fail. He advised my daughter that she should seriously consider a new furnace to avoid future repair costs. Cost of a new quoted furnace was $4200 minus government rebates of $400. This service also indicated that he knew me personally . I am assuming this comment was meant for my daughter to believe/trust in him. At this point she was indecisive of what to do, paid the service charge of $169.50 and sent him off. The service tech refused to leave a copy of the new furnace quote unless she signed off on agreement. My daughter contacted me and provided details of what had happened. I advised her to contact another HVAC company for a second opinion as the furnace was about 14 years old.
ENCARE showed up the same day and determined that the vent motor was fine but the vent fan motor capacitor need to be replaced for a total cost of under $200 which also included the service charge.
The following day I visited Ultra Comfort in Mississauga to meet with the store manager or the service tech and voice my concerns. I had not scheduled an appointment and unfortunately both individuals were not there at the time. I did speak to a sales person in the store and explained what had happened and told him that I was very disappointed with the actions of the service tech and believed he was taking advantage of a young in-experienced people by up-selling repairs and/or services that were not required. This service tech is not an new apprentice and has been with the company for many years.
The salesperson did apologize and did say that this techs actions is not reflective of companies business practices. The salesperson did request my name and phone number and indicated that the store manager would be contacting me. After 2 weeks I am not surprised that I did not receive a courtesy call back.
My family and I have been using this company of new equipment and repair service for many years. After this incident we are all wondering whether in past transactions we too were up-sold for items not required or overcharged for repair services.
In future we will not use not will be recommending Ultra Comfort of Mississauga to others.

As part of the big home renovation, we needed to replace a fireplace gas insert. As normal, we did some research, some price shopping; most companies would give us a similar quote for the small Napoleon gas insert, so we picked up Ultra Comfort as the closest to us. Originally, it sounded like a great idea, because when we called UltraComfort, Matt was so eager that he even delivered the fireplace and all the accessories to our house, so the transaction was completed at a record time and very convenient to us. Good news ended here.
For our installation, we needed 50 feet of the pipes (which we told Matt and agreed upon); however, the sufficient length of the pipes has not been delivered (the box was not sealed by the manufacturer – don’t even ask me whether we received what we were supposed to) , and numerous attempts to resolve the issue by phone or attempts to find Matt – all of a sudden he was not available in our area anymore – ended up in wasting my time, my husbands’, and our contractor’s – who drove all the way from Thornhill to Mississauga only to hear that he was supposed to pay extra for the pipe of the correct length (that’s NOT what I was told on the phone). Did I mention the delay on the renovation completion because of all this mess? Don’t get me wrong – it is not our first reno, so we have had our share of not fully professional contractors, of not most friendly customer service people, and of sub-quality products and services. However, this was the first time when I received an outright and blatant deception as response to my request – the person would say one thing talking on phone to my husband, then something totally opposite to me, and then the third version of the story to our contractor.
To add insult to injury, one of the inside plates of the fireplace came broken. I have been told that it could happen, because it is extremely fragile. When I called Matt to ask for replacement, he told that it would cost me $200 and 2 weeks of waiting. (My contractor told me that it is the first time he heard that the replacement costs money, normally Napoleon would replace it immediately without charge). He ended up installing a broken plate, pretty much gluing it together (did a great job ) , as at this point I was not in the mood to lose more days of the project.
Sanity check: When we called to Napoleon later, they confirmed that replacement plate is normally replaced without charge and hassle. And their standard pipes are indeed shorter than 50 feet, so we were supposed to be told about that when we ordered the fireplace , do the special order and pay some small extra (which I would do, no problem). However, that’s not how this whole process has been handled. Totally unprofessional, lot of frustration and wasted time. STAY AWAY.

I had arranged an appointment for John to come mid-day today to take a look at the air conditioner I bought 11 years ago and that had stopped working. Not only did John not show up, when I called the main office, I kept getting passed around with nobody seeming to be aware of the appointment. I ended up calling John direct too and he admitted that he "forgot" and that I should have called him? What kind of company forgets to follow-up on the appointments it makes or doesn't note them down? Either they are in the business of selling only (but for all they know, I could have needed a new air conditioner since the warranty on mine has expired), or they simply don't need any more business. I absolutely DO NOT RECOMMEND THEM.