Eric S. Cyr
In the Fall of 2025 my 9 year old Fujitsu Heat Pump started to blink an error code and only worked intermittently. I looked on the Fujitsu website to find who could service it. Gelinas HVAC was first on the list and is an "Elite Plus" contractor so I contacted them. I provided them with the model and serial number and a video of the error code. They told me that it was a communication error and they would have to send someone out to diagnose the problem and parts are still under warranty. They said it would be $175/hr with a 1hr minimum. They came to diagnose, spent 2 hours and it cost me $350. They said they would get back to me with a cost to repair.
It took them a few weeks to get back to me and when they called, they told me that my parts were in and wanted me to schedule the repair. I told them that I hadn't received any communication from them about what the issue is and what the cost is. The person on the phone told me they would check and get back to me. Three or five days later another person called me and told me that my parts were in and wanted me to schedule the repair. I told them again that I hadn't received a quote or an explanation of the issue and what the repair was. This went on a few times and every time I told them that I was waiting for a report, quote, information, etc. and was told that they don't give quotes so I asked how do I know what you are doing and what it's going to cost me. They said that I don't, only that they will charge me $175/hr and it will take 4 hours or more. I asked what they were going to do to fix it and they said they didn't know but they would get back to me. Three or five days later another person called me and told me that my parts were in and wanted me to schedule the repair.....you see where this is going. I spoke with 7-8 people over the course of 4-5 weeks. By the time I spoke with the last person I told them the entire history and that I wanted a quote, report, e-mail, anything that will tell me what they are doing and what the cost will be. She said OK, I'll send you an e-mail. I said really?! She said yes. I received an e-mail from her a few minutes later that stated they were going to replace 2 boards, 1 relay and 1 fan for the cost of labor of $1400, which is 8 hours! I called her back, she didn't answer so I left her a message and she never returned my call.
I stewed over it for a month, then my other 9 year old Fujitsu Heat Pump started blinking an error code and working intermittently. With winter coming quick I decided it was time to call someone. I decided to call the next company on the Fujitsu website, which was Northeast Heat Pumps and they are also an "Elite Plus" contractor. I explained to them the issue with my 2nd heat pump, gave them the model number, serial number and video of the error code. They said it would be $175 to diagnose. I then told them the story of my 1st Heat Pump that has an issue that Gelinas had already diagnosed. She said no problem, we can look at that one too. I gave her the model number, serial number and video of the error code. I scheduled a date for diagnosis and confirmed with her that it would be $175 each to diagnose and she said no, $175 total to diagnose both....1/2 the cost of Gelinas for twice the work! Their technician came to diagnose both heat pumps, was there for 2 hours, temporarily fixed the 2nd heat pump and reattached my first heat pump to the wall for $175! I had a written estimate for warranty replacement of the same parts as Gelinas had told me, but the labor cost was only $217 instead of $1400! The 2nd heat pump cost $511 in labor and refrigerant. So for less money than Gelinas I got twice the value. Also, Don, the Northeast Heat Pump technician is friendly, knowledgeable, considerate and quick. He called before and after the appointments and wore booties on his feet to keep my floors from getting dirty. I can't say enough good things about Northeast Heat Pumps!
Response to Gelinas below. If you wanted to make this right, you would contact me as you have all my info.