MASI Plumbing, Heating & AC

The story customers tell about MASI is what happens when a job goes sideways. In July 2025 a homeowner had an old oil burner swapped for propane and the valve that makes hot water turned out to be faulty — and so unusual that the replacement part wasn't available. The company offered to put the family up in a hotel or install a separate water heater in the meantime, did the water heater, and when the part finally landed the service manager brought a whole second system along in case it didn't fix it. A month earlier, an elderly customer's three-year-old AC quit on a 92-degree day; the crew arrived at the end of their workday, found a leak they couldn't chase down in time, and left two window units at no charge before returning the next morning. The Nashua shop on E Otterson St runs plumbing, heating, AC, gas fitting and air-quality work, and its New Hampshire plumbing licence, MBE0000576, is active in the state registry under Masi Plumbing & Heating. Its reach goes past service calls: a 2025 customer had a steam system converted to hydronic and a bathroom remodeled; a 2024 job set the gas for a whole-house generator, coordinating with the town inspector and the electrician; a Nashua property manager running 83 apartments called them the shop that handles boilers, water heaters, remodels and mini-splits on a short clock. Speed is the other recurring note. A 2025 customer whose water heater failed was told two to three weeks by other companies and had two MASI technicians there in two days; when the water was still lukewarm the next morning, a 7am message got a technician on site by 7:30. In 2023 an AC failure in the hottest stretch of summer got a same-day visit and options within hours. Now the other side. Its Google average is 4.4 across 91 ratings — lower than the written reviews by themselves suggest, so there is a tail of unhappy ratings without stories attached. The written complaints that do exist cluster on money and manner rather than workmanship: a 2022 reviewer says a rate quoted on the phone was followed by fees never explained up front; a 2021 reviewer says a technician walked into their condo without permission, was rude about other customers waiting, and that the office answered the complaint with "Okay" and no apology; a 2022 two-star reviewer took issue with how the owner replies to negative reviews. In April 2024 a customer wrote that repeat visits over a water softener left the water still hard. Good call for a heating or AC replacement where you want someone who'll stay with the problem. Get the rate, the trip minimum and any add-on fees in writing before the truck comes out.