Engaging Boston Standard for HVAC installation in my home turned out to be an experience marred by unmet expectations, property damage, communication gaps, and clear oversights in installation standards. Some of the damage to areas of the house caused by Boston Standard’s sloppy installation and inefficiencies in the operation of the two heat-pump systems remain unresolved even a year after we hired the company. Given my exchanges with their team and the issues we faced, I feel the need to share my experience for the benefit of future customers.
The issues started with the assessment of the job. There was a conspicuous absence of professionalism which resulted in my family enduring a record heat wave with no AC and navigating a sea of damage in the house. We had at least three different crews of technicians, each revealing issues in the installation of the previous one. In the several-day process, the hardwood floors and walls, both of which had been redone and painted no longer than a month before, were severely damaged (some pictures attached). We have detailed documented evidence of these lapses, including conditions in which they left our home after work without completing the planned tasks.
Each technician would come with a different perspective about what needed to be done and each would point to bad techniques and mistakes that the previous one made. Despite several visits post-installation, it took a year for them to identify critical flaws. This negligence resulted in instances where we had no AC or heat. The last issue, which caused our attic to flood, resulting in extensive damage to walls, ceilings, and a room (see pictures), stemmed from improperly installed drain lines and the omission of a float switch in one of the systems.
Large sections of our house had to be repainted, and two areas of the wooden floors needed redoing. While the company tried to solve some of the issues by sending a repair contractor, we were forced to hire our own contractors, whom the company reimbursed, because the repairs they did only involved cleaning the walls with wet pads and patching the holes in the floor.
Throughout this ordeal, the company’s communication was lackluster. We consistently felt left in the dark, navigating a sea of mixed messages and unfulfilled promises. While challenges can arise in any project, it’s the handling of such challenges that defines a company’s professionalism and customer care. Boston Standard’s approach left much to be desired.
The lack of clarity and inconsistent information regarding the project’s progress further compounded the issue. We were taken aback by Boston Standard’s apparent strategy of having the customer endure the consequences of their apparent lack of preparedness. While they claim to prioritize the customer, our experience suggests otherwise. As evidenced in email exchanges with the project and installation managers, they tried to explain their challenges and adjustments to meet timelines and the tone lacked empathy or a genuine apology for the inconvenience caused. There was an underlying suggestion that we, as customers, should have somehow anticipated these problems.
Lastly, while Boston Standard may tout its ability to adjust and make last-minute changes, our experience suggests that these adjustments come at a cost to the client, both in terms of time and peace of mind. It’s not just about completing the job; it’s about the journey and the trust built along the way. In our case, that trust was deeply eroded.
For anyone considering Boston Standard, I hope this information helps them avoid similar problems. This experience has been a poignant reminder of the vast difference between promised service standards and delivered quality.
Update: Boston Standard responded to my review, deflecting blame rather than accepting full responsibility. Their claims about our refusal of repairs overlook their consistent inefficiencies during installation, which we’ve documented thoroughly. Their lack of acknowledgment and apology is what prospective customers need to know.
