Hostage feeling
Statement of Facts: My Experience with HydroSolution (End of 2024)
I am sharing this account so others can make an informed decision before entering into a contract with HydroSolution. You can decide for yourself if you want to risk ending up in a similar situation.
HydroSolution offers a long-term rental contract for water heaters (boilers), targeting condo owners with promises of 24/7 service, delayed payments spread over 10 years, and boiler replacement at the end of the term. On the surface, this seems attractive—especially for condo dwellers—suggesting peace of mind and minimal hassle when replacement is due.
However, it is important to understand that HydroSolution acts solely as a contract aggregator. They do not have in-house technicians and rely entirely on subcontractors—specifically, a company called Confort Expert—to carry out the actual installations and servicing.
My initial installation took place 10 years ago without incident. The issues began in 2024, when I was informed by my insurance provider that the boiler needed replacement in order to maintain coverage. Contrary to expectations, HydroSolution does not proactively replace the unit at the 10-year mark—you must book it yourself.
When I attempted to do so, the earliest available installation date was 1.5 months out, which was uncomfortably close to my insurance policy’s expiration—but just barely acceptable. From this point on, I had to deal entirely with Confort Expert, and the experience quickly became frustrating.
They provided a 6-hour installation window (12:00–18:00). When I called to ask whether the technicians could come earlier within the window, I was told—very bluntly—that they “don’t do that” and that the order is determined the same day. When I politely asked if a note could be added to my file for consideration, the answer was even harsher: “We don’t do favours, and why should we?”
Despite the rudeness, I reluctantly agreed to proceed. The day before installation, I tried once more to ask for an earlier time within the window. The employee repeated the same refusal, and when I explained I had to leave by 17:00, I was told “That’s your problem.” When I asked whether I should find another provider, the agent suddenly accused me of “harassing” and canceled the service call altogether and hung up.
I then called HydroSolution directly. Their representative acknowledged the situation, suggested it was a misunderstanding, and promised to speak with Confort Expert. I was later informed that the 6-hour window was non-negotiable, and that the previous agent’s rudeness had been “a misunderstanding.” With installation set for the next day and no alternatives, I had no choice but to proceed.
Then came the final and most unbelievable part: On the day of installation, two technicians arrived, looked at the boiler inside the closet—and walked out without doing the job. No notes. No report. No explanation.
When I called HydroSolution again and explained the urgency (I had only 3 days left before insurance expired), I was transferred to the Client Retention Department. The employee suggested that there may have been a valve issue and the technicians were not certified to deal with it. This excuse was vague and unconvincing.
At this point, I had had enough. I told the agent that I was effectively being held hostage by this service model and that I would find another solution. The manager acknowledged the complaint and said he would cancel future payments. That was it—no effort to remedy the situation, no apology, no escalation.
This was a complete failure in customer service—from the first line of support to upper management.
To end this story on a positive note: I called an independent, professional plumber, who arrived the very next day, installed the new boiler efficiently (there were no issues with a valve!), and even remarked that he often works with ex-HydroSolution customers.
In conclusion: Think twice before entering into a long-term contract with HydroSolution. The illusion of convenience may leave you powerless and stuck when real problems arise.
