Mack Morris Heating & Air Conditioning

The Mack Morris team came out to completely replace our 18 year old system. We got several bids from local heating and AC companies. Jim F was great, spelled out would would happen, total cost, did not try and sell upgrades. Gave us exactly wanted we wanted with no pressure. Next the Mack Morris team came out to take out our old heat pump and system. They men were prompt, professional and courteous throughout the job. They men ran into a small problem with the emergency heat not turning out during test. They were going to send another tech out within the week(since it was summer, did not need heat), instead of a week, another tech was here the next day by 0830 hours and the fix was made(just a loose wire in a wire nut.) They are a pleasure to work with and I highly recommend this company. Great company and nothing but positive experience with Mack Morris

Reliable, on-time service. Very professional. Always provide knowledgable explanations and responses to any questions.

I have had my units serviced by Mack Morris Heating & Air for many years and would recommend to everyone. All of the technicians are knowledgeable and professional. Andrew serviced my units today and I was very pleased.

Have used Mack Morris for 16 years. Always reliable and efficient!

During the hottest point in the summer, my 22 year old unit died. Mac Morris not only loaned me a temporary floor air unit but they had a new unit installed within 3 days. Financing was made available and the whole process was timely and professional.

We have been dealing with Mack Morris for over three years and have always been very satisfied. However, the service technician Susan goes above and beyond when she services our heat pump every six months. Sue explains every step of her process making sure you understand how you system is operating. She is very methodical and thorough making sure everything is functioning as it should.

Mary was very friendly when I called in to request estimate. Jim was a pleasure to speak with and was one of the reasons we decided to go with Mack Morris. He was very detailed in explaining about the systems. He did not try to sell us anything we did not need. He checked out the unit before he knocked on the door, unlike the other competitors. My husband and I feel that Jim is definitely and asset to your sales staff.

They did a great job with a recalcitrant air conditioner.

Mike and Brett got my air conditioning back running within two hours of my calling on a HOT Friday afternoon.
I called about 3 pm Brett told me there were 30 people ahead of me.
Said a service person would call me 30 minutes before coming.
20 minutes later Mike called.
He was there in 15 minutes, recharged the A/C quickly.
Very happy with your team at Mack Morris. Mike is a personable young man and knows his stuff.
Thank you Mike and Brett

My husband and I are very pleased with the service rendered by Mack Morris Heating & Air Conditioning. The schedulers are always friendly, and the servicemen do an excellent job. They are neat, quiet, on time, and very efficient. This is a well-run business.

Excellent Company to deal with.

Brandon L is the single best AC/Heat consultant and maintenance person I have had the pleasure of working with over the past 50 years. Brandon is highly skilled, answers all questions, is extremely careful of your home and is courteous and intelligent. I always ask for him to come to the house when I am in need. Brandon deserves five stars!

Mack Morris HAC responded quickly to our call for help when our air conditioner went out. Upon their finding that the fan motor was no longer working and no new parts were compatible with our old system (15 yrs), they set us up with a portable air conditioner until a new air conditioner could be installed. They have always gone the extra mile with us. Thank you Mack Morris.

Been with this company for around 10 years and the service from start to finish has been excellent!

Mike E. was the representative technician who service or unit from Mack Morris Heating and Air Conditioning. He was uniformly courteous and professional, answering my questions, (I asked if it was alright if I asked questions while he worked,) and proceeding to do the required servicing and evaluation. It was a pleasure to do business with him and he is a credit to his business.

Our a/c unit went out in the middle of a heat wave. No one could come troubleshoot it for at least a week or two. Mack Morris fit us in the next day! Susan came out and was wonderful at explaining things to us and fixed our unit right up. THANK YOU!!!

The technician was on-time, courteous and thorough with the work performed.

Review: When my husband and I purchased a new home about 2 years ago, the heating and air system had been installed by Mack Morris Heating and Air. We have two units in our home: one for the top floor and one for the bottom two levels. We purchased a service contract through Mack Morris and have had them out on several occasions to deal with issues pertaining to the upstairs unit. Earlier this year we had an issue with the upstairs unit and it required a service. At the time of the visit we had a newborn in the house and had requested that the serviceman let us know when they were coming upstairs (for privacy purposes surrounding breastfeeding my daughter). The technician was not very friendly nor communicative. He was outside for some period of time and then came in the house and up the steps without making his presence known. This startled me and I asked my husband to speak to him again regarding giving me a heads up when he was coming upstairs (attic access in the bedroom where I was nursing). The serviceman was rude to my husband thus we asked him to discontinue service and depart our home. The technician who had previously been to our home came later and completed the service. To my knowledge there were no additional issues at that time. About two weeks ago the upstairs unit failed to cool and the temperature rose quickly to 90 degrees. We contacted Mack Morris on Labor Day to come out. A technician came out and indicated that the unit was a block of ice and it would need to thaw prior to diagnosing the issue. At the conclusion of that visit it was discussed that I would have to work the following day and would the time correlate to when I could be home. We were assured that timing would be worked out. The following day we had to contact the company to find out when they would be coming. On this incident and again later that week a Mack Morris representative scheduled appointments without letting me know appointment time/date etc. On both occasions I had to be at work. A very nice on-call technician came to our home and filled the unit with coolant. He went out of his way and came late in the evening (around 9PM). Upon leaving he told us we must have a large leak because it took 6 gallons to fill. I waited at the house the following day for Mack Morris to return. Mid afternoon when I again did not hear from anyone I called. A gentleman by the name of [redacted] or [redacted] (the name escapes me) called and indicated our appointment was made for the following day. I indicated that I had to work the following day but that we had been told there would be someone out to diagnose the issue that present day. The scheduling individual was again not overly pleasant. The compromised service appointment was scheduled for 11AM today. Upon hanging up I entered the agreed upon time in my phone calendar. This morning at 8 AM a service provider arrived to our home. My daughter is sick and had a doctor's appointment this morning. This was relayed to the service provider as the time in my calendar was for 11AM. The appointment time was changed to this afternoon. Coming home from the pediatrician I called Mack Morris to see if they knew what time they would be coming as I wanted to insure that I would be home to let them in. The person I spoke with was the same person that scheduled the 11AM appointment last week. This individual was not particularly nice and he indicated that he did not schedule an 11AM appointment as this is not a possibility. He indicated that someone would be out this afternoon. A new service provider came today around 1:30 PM. He diagnosed a leak in the coil upstairs and said a part would need to be ordered. I queried as to the coverage by our warranty. I was told that parts and labor were covered by the warranty and there would be no charges. I then asked if the service/warranty was tied to Mack Morris or could I utilize a different company at the conclusion of this repair and service. I indicated to this person that I had had bad interactions with someone by phone and it just seemed like it would be best for me to schedule with another company if this was a possibility AFTER this issue was resolved. Approximately an hour and a half later I received a phone call from [redacted] (presumably the owner) indicating that they are unwilling to complete the warranty work on the upstairs unit and that he would be sending us a refund for our service contract. He then hung up on me. I have no back ground with heating and air thus called and spoke with the receptionist to get information about the warranty. I was given a phone number for [redacted]. I have called and set up an appointment with another heating and air company to resolve the issue. My concern is that the new company indicates that there is no labor warranty associated with the work because the unit was installed by Mack Morris. We would prefer to use a different company in light of the challenges with scheduling and also the poor customer service. We do not wish to be in a position to have to pay for labor on a unit that we feel is faulty which was installed by Mack Morris. When my husband then called to follow up with the owner of the company he was accused of being racist which is offensive and completely inappropriate. We have not used inappropriate language with any of the individuals with whom we have interacted at Mack Morris. I am floored that this company will not complete an open ticket.Desired Settlement: If it is determined that the labor warranty is through the group that installed, we would like to be reimbursed for these charges by Mack Morris. I honestly would most like an apology as I am offended and upset that I was treated so poorly by the gentleman in scheduling. [redacted] did not call to determine what the issues were and try to resolve them but rather verbally attacked while providing little detail on how I could go about resolving the issues with a unit his company installed. To the best of my knowledge with the exception of asking the one service provider to leave (because he startled me and then was rude with my spouse) we have had unremarkable interactions with other service employees of this company. My concerns mostly seem to be with scheduling and how we were treated over all in this last set of interactions.

Business

Response:

Addressing the first complant, After the tech had been in the house and spoke with the homeowner he proceeded to perform the check ups on the outdoor units. He then returned to the door and knotted and announced that he was coming in the house. No one responded he proceeded to the indoor thermostat and second floor indoor unit. [redacted] addressed the tech and was very nastly and abusive to the tech. He Stone called our office and stated he did not what this tech back in his home. Our tech had called the office to advise us that [redacted] was very upset. We pulled another Tech and dispatched him to [redacted] home. Upon arrival that tech completed the tune-up on the equipment. When he returned to the office he stated that [redacted] was very very abusive to the first tech. The first lated expressed that he had never beed treated the [redacted] had treated him. Both Techs expressed how abusive [redacted] was.

We continued to honor [redacted] Service Agreement. [redacted] are the second opener of the is home and we installed the system from the first owners. The first homeowner had purchaed an extended warranty through [redacted] This is a Factory backed warranty and not a Mack Morris Warranty. For the passed 20 plus year we have found that it is impossible to set an appointment at anytime other then the first call. We have no way of knowing how long ant repair may take. So we only make first call appointments for first call or 8:00 am. No 11:00am appointments. We sent one of tects to [redacted] at 8:00am. When we arrived no one would anwser the door. We called the phone we were given and [redacted] Awnsered. He told us that his wife was home and give us her cell number to call. We called taht number and she refused to come down and let us in. She stated that she had an 11:00am appointment that was set my [redacted]. Again I express that we don't or can't set 11:00 am appointments. She also stated that [redacted] in our office had made the appointmet. Once again [redacted] was misstaked. We do not have a [redacted] working in the Company. [redacted] called the office and asked if we were returning at 11:00 am. [redacted] our dispatcher expressed to [redacted] that he had set the appointment and it was for 8:00 am. The tech left [redacted] and went to another call. Our Dispatcher ([redacted]) sent the tech back to [redacted] later that day. The tech found an indoor coil that was leaking and advised [redacted] of his findings. She expressed to him that they were very unhappy with the service that they had received fro our company and after this repair they were going to start using another company. The Stones had purchased a Energy Saving Agreement for 1 year with us. The Extended warranty is with [redacted] and any [redacted] dealer can handle any Warranty claim. Because of the porblems we had and the unpleasent dealings with [redacted] I advised them that I was mailing them a check for the balance of their Energy Saving Agreement and gave them the number for [redacted] so they could arrange for another [redacted] dealer to handle their warranty issue. I later spoke with [redacted] and expressed that I felt it would be best for both parties that our relationship ended and I told him that I was mailing the check that day. I fill like we have amde a efford to provide [redacted] with service and could not meet their expectations.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business owner has made no attempt to resolve the current situation. Within the past 5 years this business has installed over $15,000 of A/C equipment into our home. This business is now making an arbitrary and poorly informed decision to deny service on these units.

At issue are two service-related visits performed by this business. During the first visit, the business sent two technicians to the house: one technician to work on the main floor unit and the second to work on the upstairs unit. Service for the upstairs unit required access to the master bedroom. At that time I had a newborn infant that I was breastfeeding frequently. The service technician working on the upstairs unit required access to the attic over the closet of the master bedroom. We was asked him to let us know when he would need to gain access the master bedroom so I could have some notice to cover up if I was breastfeeding my child at the time he needed access. When the technician was asked the first time to please follow these instructions, we received a non-verbal grunt in acknowledgement. When informed the second time to please follow these instructions (after not following the first request), we again received a passing grunt acknowledging this request. This second time the technician would not even make eye contact with us while we were making this request. After not following this request a second time, my husband asked the technician to leave. He did not raise his voice. He did not use any abusive language. He informed the technician that he had been asked on more than one occasion for him to respect my privacy and given that he had not followed these requests we would like the company to send someone out who would. The technician made no attempt to apologize or resolve the situation. He shrugged and said “whatever” and then left the house. The business owner sent out a new technician who was polite and professional. Despite the level of unprofessionalism demonstrated by the first service technician, we considered the situation resolved and were willing to continue to do business with this company.

The second, more recent interaction in question involved the miscommunication of an appointment time. Based upon the additional information provided in the response to our initial complaint, I do not question whether this business does or does not schedule 11 o’clock appointments as a matter of practice. However, it does not change the fact that I spoke with an individual at this business who informed me a technician would be visiting the house at 11am. The business owner is adamant that this is not their practice and is completely unwilling to entertain the possibility that one of his employees may have communicated inaccurate

information.

The most concerning aspect of our interactions with this business arise from phone calls with the business owner after this second interaction. During the second interaction I mentioned to the service technician that we may be exploring other options for service given some of the difficulties we had encountered with this company. Later that afternoon, the business owner called me and informed me that he was firing us as customers. He called my husband “rude” (referring to our first service interaction) and told me that I was “difficult”. He talked over me throughout the conversation and seemed completely uninterested in receiving any feedback from us concerning the two interactions described above. This phone call concluded by him hanging up on me. When I called back to try to obtain information on other providers in the region who may service the brand of AC installed in our house, he hung up on me again. When my husband called to follow up on these interactions, he talked over him as well, told him he was abusive to the service technician during the first incident in question and accused him of being racist.

Both my husband and I are frankly appalled by the level of unprofessionalism demonstrated at multiple levels by this business. The business sent an employee out to our house who did not respect my privacy in our master bedroom, despite multiple requests, with a brand new infant in the house. The business owner called me difficult and my husband abusive/racist because we asked the technician to leave our house. The business is unwilling to admit that they are capable of making a communication error related to the scheduling of an appointment. The business is refusing to stand behind $15,000 worth of equipment they installed into our house over the past five years. The business is refusing to perform work that has required my husband and I to take time to be at our home during two separate visits in the last two weeks to diagnose. The business owner was incredibly rude to both my husband and myself on two separate phone calls.

All of the above interactions define the antithesis of a customer-oriented business. This is a company that has demonstrated that the customer comes last after profits and any version of the truth that a badly acting employee might offer company leadership. My husband and I maintain that we should be provided a genuine apology by the business owner for the poor manner both he and his employees have conducted themselves. In the absence of such an apology, it is important that the general public understand what they may be getting themselves into if they choose to do business with this company.

Regards,

Review: In the spring of 2013 Mack Morris Heating & Air Conditioning, herein after referred as “the firm”, or “they” was hired to correct a problem on my furnace. The problem was the furnace had no filter. This is a rental property for me and I live out of state but the firm came highly recommended. They installed a filter box charging $87.50. Since I did not see the repair and this was not peak furnace usage time, I was unaware of the problem which is the box they installed was flawed by design and engineering severely restricting airflow and incorrectly filtering as admitted by the service manager of “the firm” on February 24, 2014; more on this later.

Enter peak furnace usage time winter 2014 problems begin to be revealed. The tenants advised the property manager that the rooms are not heating properly.

I have contracts with [redacted], herein after referred as [redacted], a third party firm that for roughly $600/year (their best contract with the most coverage and least exclusions) plus $125 service call per visit, they will repair or replace appliances. Around January 2014 [redacted] was called to remediate lack of heating. When the [redacted] repair firm arrived they found the filter box, installed by “the firm” was the cause of the problem due to lack of airflow. Because the repair by “the firm” was not usual and customary or proper, it was excluded from [redacted] coverage; but I still had to pay the contractual $125 service fee. I contracted with the [redacted] repair firm to do an emergency remediation of airflow by installing an additional air vent for $60. In the interim days before the vent could be installed, the severe strain of the greatly reduced airflow caused by the faulty design of the filter box of “the firm”, and the high demand for heat at now the peak demand season proved too much for the furnace blower. The owner of the [redacted] firm hired to install the $60 emergency vent stated the strain from lack of airflow caused the motor to go bad. I spoke with several other HVAC owners to glean the same feedback. We are told dirty furnace filters cost us money due to increased back pressure and are warned the strain on the motor can damage it. This is precisely what happened in this situation. The blown furnace motor cost me another $125 service visit by [redacted]. So to re-cap I am now out of pocket $87.50 + $125 + $60 + $125) and the furnace filtration and proper airflow/resistance is still not proper.

In late January I telephone “the firm” and talked to [redacted] the dispatcher about the problems. Although he has already spoken to the [redacted] repair company and was aware of the specific problems he wanted to see for himself so we scheduled a visit to the property on Wednesday February 5. Having not heard from [redacted] on the 7th I call him. [redacted] told me he had not spoken with the aforementioned service manager but would do so and telephone me on Monday February 10, 2014.

February 10th comes and goes and I do not hear from [redacted] until February 24th. I informed [redacted] at that time that more than enough time had passed and I was drafting a letter to the Revdex.com. He said he would have the service manager call me which he did that afternoon. As previously mentioned the service manager admitted the “fix” was not well thought out or executed and in fact is still a FUBAR situation, and an “embarrassment”. We negotiated a bit and I told him I did not wish to be vindictive but that I was out almost $400 to date and he admitted the filtration/airflow situation “is still not right”. Further, he went on to tell me he had owned a similar configuration and he suggested a new filter box which would be easy for the tenant to service the filter and would be the correct airflow/filtering configuration for the furnace. Additionally, he suggested he would try to get an authorization to remove their incorrect filter box, refund the $87.50 and install the new suggested filtration system at no cost. I told him I liked the way he was thinking, as I wished to resolve the issue but that I would still be out $310 for their previous incredibly inept design, implementation, and embarrassing work. I reminded the service manager that not only was I inconvenienced (when I normally would not get involved), but my property manager, and perhaps worst of all the tenant for the multiple time wasting and ultimately embarrassing and still uncorrected problems of THEIR DOING.

Having expressed my willingness to work with them and have the problems corrected, and I presently would not proceed with numerous complaints starting with the Revdex.com, and possibly litigation, he promised the owner would contact me. Finally, I will add, that I opined with the service manager and asked him to convey to the owner of Mack Morris Heating & Air Conditioning that myself as an owner of a number of businesses over decades, I never had such a serious consumer problem/screw up and that I would be happy to dispatch quickly with such an embarrassing and obvious beginners mistake compounded situation for only $400 IN ADDITION to making the situation correct and safe at no additional charge to the aggrieved customer if for no other reason than it is the right thing to do to BEGIN to redress the embarrassing and inexcusable actions of the employees whom responsibility has to be taken. It would seem to be a no brainer for good consumer relations and to protect a business reputation.

Again, this last communication was February 24 and I write this two weeks later, I still have heard nothing from the owner, and this letter is but the beginning of my attempts to get the situation corrected, as I suggested in the paragraph above; and warn fellow consumers about this firm. My experiences with the Revdex.com have been such that I will hold the later in abeyance until the Revdex.com has a chance to intervene. [redacted]Desired Settlement: Repair the problem correctly for no additional charge and refund as suggested by the firms' service manager. Refund amount $397.50, and an apology on company letterhead addressed to the tenants, the property managers, and myself, then we part friends.

Business

Response:

I'm having my Service manger contact [redacted] and setting an time to correct the problem we are also going to send [redacted] a refund for his trouble.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted] called and stated that he has not received his refund. It took the business a couple of weeks to get in touch with him and since then he has not had any updates. He asked the business if they had the correct mailing address for him and he did not receive a straight forward answer. He was asking when and in what amount would he be getting his refund?

Regards,

Business

Response:

WE have agreed to take care of [redacted] Problem and refund him $[redacted] and adress the problem at hisa rental property. We spoke with [redacted] Last week and he agreed with our actions. We have made several attemps to contact his renters and they have not returned our calls unit today. We have set an time to resolve the issues on Mon. March 31. This was the time the renter said they would be available. I also contacted [redacted] today and asked why he had filled another complaint with you. He said be would contact the Revdex.com and tell you the issue is resolved.

Consumer

Response:

Payment for the full amount received this date at my home.

The service tech came our and promptly evaluated our equipment issues. He provided an estimate within an hour of completing his inspection. He was very personable and professional!