Jay Mechanical

Buyer beware! Jay Mechanical installed a replacement boiler 2.5 years ago, which began to have ignition failures and it became obvious after repeated visits to troubleshoot the random failure that their techs had little knowledge to troubleshoot, and either the company was unaware, or gaslit me paying for multiple visits to try to address the ignition failure of this Ideal boiler. Jean the office manager tried to quit me as a customer because they didn’t have a way to address the problem, and I accepted the second offer to have them quit. I have since learned the Ideal boiler company went out of business last year due to lawsuits and left the US market to avoid having to payout claims. Jay recommended this boiler, which ultimately had a terrible 2 year warranty and expensive replacement parts, and I trusted them after having them show up for boiler maintenance appointments for a few years. I have learned calling a more experienced plumber they significantly overcharged me for a replacement boiler of the past failed boiler, there was visible mistakes with the install that weren’t up to code, and their more “expert” techs and office staff were at a loss for any more advanced troubleshooting, including not owning the company of the boiler they installed was no longer in business in the US. We are getting a new boiler to replace the failing after 2.5 yo boiler because there is no market for replacement parts in the US. The boiler company going out of business is not Jay’s fault, but the lack of knowledge and terrible boiler is on them for not knowing what companies are dependable in their field. They can do basic plumbing, but you pay a premium for it, and I definitely don’t recommend them as a company to trust for heating system purchase and installation.

These guys have no idea what they’re doing. And they are liars. They spent over 4 hours trying to fix my boiler. When they left they said there was hot water; there wasn’t. I had someone else come and they fixed the problem in an hour.

Good experience with techs, bad experience with one particular employee over the phone that pushed us to another company. We paid for techs to inspect a 40 year old boiler. They were timely, professional, and did a good job. One support person on the phone was honest and kind. Her name was Liz I believe. We were told we'd receive the invoice / inspection report that night by the tech. We didn't and after a few days (it was over the weekend so I figured I'd check on Monday), I called to just inquire the status. The person I spoke to, Jean, was combative, defensive, and generally just stressful to speak with. She told us to wait and that maybe she could get to it in the next couple of days. Ok. Fine. Just say that nicely, please. I'm just asking. We got the invoice which contained the one paragraph report and paid it within 24 hours. No complaints on the service provided. Insurance told us they could not continue to insure such an old system regardless of the report and a contract for a new boiler system was necessary. We called back. I got Liz again. Liz was helpful and got us a preliminary quote. I had questions of course, and didn't just want to say yes to the very first thing that came our way. Mostly I just wondered if the recommended system was overpowered for the home. Called Liz and she handed me back over to Jean. Jean spoke to me as if I was a crazy person yet again. I told her I'm ignorant to boilers and need some guidance, and she told me "you don't sound ignorant". I ignored this and started asking about why the system in the quote was recommended and if there were any other options to consider. It's a very large purchase and I just want to be informed and make the right decision. It became clear that she had zero interest in guiding me through my questions or helping me get in contact with someone who could. I stayed polite, but it was an extremely difficult conversation and I questioned whether this business wanted my money for a full system install. I asked if getting multiple quotes for different systems was possible if I couldn't actually speak to someone about my questions. She then complained about having to do the extra work for an additional quote. I told her we would actually need a proper quote and signed contract for the work for the insurance to be issued and wanted to make a decision quickly. She lectured me about how long things take, made comments about larger commercial jobs, and then a comment about doing work for quotes we may not even go with. What else could I say? We settled on getting some questions answered over email. Instead of an actual second system quote, she just said "That would bring your price down maybe a couple of thousand dollars.", and regarding the need for a proper quote and contract, she said "As you requested the numbers to provide to your insurance company, I would think that a quote for a system is all that is needed. If you end up purchasing the home, I feel you could make an equipment choice then?" At this point it didn't matter how polite I stayed. We didn't have time to deal with the communication issues and I could not trust the information I was getting. We called another company who treated me much better, answered my questions above and beyond, and steered me toward three full quoted options ready to sign of different and better suited systems. In the end we went with services that ended up costing more, but was exactly what we needed once my questions were answered. I feel Jay should know why they lost out on a $20k+ service because of one employee, because the rest of the staff seemed great.

A fantastic company! You'll be in good hands.

Jean and her team are real pros. Highly recommend!