Francois Goldfain
Wow, I am impressed. I usually get disappointed and frustrated when I deal with home-improvement contractors. A lot of companies claim that they are customer-focused and yet most of them can barely respect an appointment on time, respond to your emails/calls in a timely manner, or give you accurate information. With FUSE, it is the first time that I have dealt with a company that delivers on all aspects from the beginning to the end of my project, and beyond. I would definitely use them again. FUSE is a very organized company with different people responsible for different tasks. They are all well coordinated and all of them have been terrific for my project.
I hired them in September 2025 for my HVAC project: replace my gas furnace with a highly efficient air-air Heap Pump and redesign/replace the ducting system for my main house, as well as add a 2nd Heat Pump with a ductless mini-split for a small ADU.
Front-end. Russel was the advisor, who first visited my house to estimate the work. He answered all my questions, both on site and many times via email & SMS after his visit. He promptly updated my quote several times as I requested changes and additions, including some extra unrelated tasks. He also added the advertised discounts and the rebates I could qualify for (which many other vendors could not clearly identify). My very positive experience with Russel is ultimately the main reason I proceeded with FUSE.
- On-site work. Eugene was the lead technician and was helped by 2 other team members. The work was completed with high quality and on-schedule. Eugene kept me informed on their progress and involved me a few times when unexpected issues raised and a customer decision was needed. Eugene was competent, friendly and gained my trust. Even after the work was completed, he stayed responsive when I reached out to him as I faced an electrical problem a few days later. He visited back my house on the very same day with one of FUSE electrician, who identified the HVAC work did not cause it and still ended up addressing the unrelated issue in the panel (turned out to be trivial).
Handy man. In order to patch and paint the holes that were needed for the project, FUSE sent a handy man. Norah from FUSE did the scheduling and kept me informed of possible time change; FUSE also communicated accurately all the work that needed to be done by the handy man. Even though Eduard the handy man was sub-contracted and not a FUSE employee, he delivered a very high quality work as well and it was another very positive experience. Only possible improvement was that FUSE could not schedule this sooner (I had to wait 3 weeks after main work was completed).
Permit. The permit department coordinated with me to schedule the city inspection. They also promptly responded when I needed additional permit paperwork to submit my SVCE rebate application. On the day of the inspection, Alex was the FUSE employee that called me to ensure I would be home at the scheduled time. He showed up before the city inspector to verify everything was correct and guided the inspector, who congratulated him on the high quality work FUSE did. As I was chatting with Alex, I mentioned that some minor adjustment could be done with the dampers. Before the day was over, Norah reached out to let me know she will be working on scheduling of a technician for that. That's what I call being coordinated and following through!
Rebates. Maria was the rebates coordinator. She, too, was very responsive and properly submitted the Tech Clean rebate on my behalf. She correctly set time expectation with me and sent me the check promptly once she received it. The FUSE support team also promptly send me the additional invoice break-down I needed for the SVCE rebate. It was great to see how FUSE was supporting me in getting the rebate I could qualify for.
Over all, I am extremely satisfied of the experience I received from FUSE and I highly recommend them. Considering the valuable service they provided me, I am actually considering signing up for their maintenance plan.