N.E.T.R., Inc.

Search N.E.T.R. on Google and the first thing that shows up is 4.9 stars across 1,740 ratings — the kind of number a company usually only gets by doing right by a lot of customers. Based in North Andover, MA, N.E.T.R. is hired mostly for ductless mini-split and heat pump work, installs and repairs alike, with occasional plumbing jobs like a water heater flush or a bathroom sink swap folded in. The most recent reviews read like a roster of well-liked technicians. Tony shows up again and again — explaining a humidity problem on a mini split, walking a homeowner through filter choices, getting an A/C unit running properly again. Don found an issue with one unit and cleaned the others while he was there; Gaetano fixed an A/C leak and explained how to keep it from happening again; Manny talked a customer through resetting a new heat pump. That pattern — a named tech, a specific fix, a customer who understood what happened — repeats across dozens of ratings from May and June 2026. But read past the star average and a rougher pattern shows up in that same recent stretch, and it has a common thread: Sila. Several 2026 reviewers describe the company differently since a buyout by Sila — appointments cancelled repeatedly with no notice, an AI-only phone line with no live callback, and a heat pump follow-up that took three no-result visits over months to fix a thermostat that was never resolved. One customer found the office had no record of a paid five-year service plan and ended up paying about $2,500 out of pocket; another says a part covered under manufacturer warranty was quoted at $5,000 after the ownership change. A third is still waiting, over a year later and after daily calls, for a building permit on finished work to be closed out. N.E.T.R. still looks like a safe call for a straightforward mini-split or heat pump job, and its BBB A+ accreditation backs up the on-site reputation. But since most of 2026's sharpest complaints trace to scheduling, billing, and permit follow-through rather than the actual repair work, it's worth asking directly who handles those now, getting any service-plan or maintenance-contract terms in writing, and confirming a firm appointment window before you commit to anything beyond a single visit.