From start to finish and great experience! Jim was really helpful, listened to my questions, answered them and made suggestions The day of the install, the crew was on time, Jim came in to make sure everyone was on the same page for location of the unit and running the lines out and down the back of the house Alejandro, Bret and Daniel were very professional and even wrapped an exposed line on the other ac unit outside They were courteous, efficient and happy to answer all my questions and let me look over their shouldersIf we need ac or furnace help in the future, I'm calling them first! Thanks for a great job! Now, if it would just get warm enough to really use it...:)
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
Revdex.com: 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 situationWithin the past years this business has installed over $15,of A/C equipment into our homeThis 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 businessDuring 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 unitService for the upstairs unit required access to the master bedroomAt that time I had a newborn infant that I was breastfeeding frequentlyThe service technician working on the upstairs unit required access to the attic over the closet of the master bedroomWe 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 accessWhen the technician was asked the first time to please follow these instructions, we received a non-verbal grunt in acknowledgementWhen informed the second time to please follow these instructions (after not following the first request), we again received a passing grunt acknowledging this requestThis second time the technician would not even make eye contact with us while we were making this requestAfter not following this request a second time, my husband asked the technician to leaveHe did not raise his voiceHe did not use any abusive languageHe 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 wouldThe technician made no attempt to apologize or resolve the situationHe shrugged and said “whatever” and then left the houseThe business owner sent out a new technician who was polite and professionalDespite 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 timeBased upon the additional information provided in the response to our initial complaint, I do not question whether this business does or does not schedule o’clock appointments as a matter of practiceHowever, 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 interactionDuring 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 companyLater that afternoon, the business owner called me and informed me that he was firing us as customersHe 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 aboveThis phone call concluded by him hanging up on meWhen 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 againWhen 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 businessThe 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 houseThe business owner called me difficult and my husband abusive/racist because we asked the technician to leave our houseThe business is unwilling to admit that they are capable of making a communication error related to the scheduling of an appointmentThe business is refusing to stand behind $15,worth of equipment they installed into our house over the past five yearsThe 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 diagnoseThe 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 businessThis 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 leadershipMy 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 themselvesIn 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, [redacted] ***
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!!!
Mack Morris Heating & Air Conditioning has amazing customer service! I work for a business that really cares about customer satisfaction so I understand what it takes to provide the best service possible Taking care of the main things is crucial but being mindful of the little things is just as important Every experience that I have had with Mack Morris Heating & Air has been expertly completed by polite, informative, and cheerful employees
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
Showed up on time to perform preventive maintenance on heat pumpsService was thorough - spent a total of hours on the unitsTechnician was very cordialThis service was a nice change from other companies we've used in the past
Mack Morris service contracts are excellent I like how they work with you to set up a scheduled service visit, show up on time, check and fix and clean, make sure everything is working Their technicians are intelligent, friendly, and very competent Their installation and service as outstanding, their prices as very reasonable
Sue was pleasant and knowledgeable She gave helpful advice for future use of my old heating unit I am quite pleased with the service of Mack Morris Heating and Air Conditioning and with Sue's service to my unit
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 techHe 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 tuon 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 himBoth 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 *** This is a Factory backed warranty and not a Mack Morris Warranty For the passed 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: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 *** Again I express that we don't or can't set 11: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:am [redacted] our dispatcher expressed to [redacted] that he had set the appointment and it was for 8:am The tech left [redacted] and went to another call Our Dispatcher (***) 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 companyThe Stones had purchased a Energy Saving Agreement for 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 dayI fill like we have amde a efford to provide [redacted] with service and could not meet their expectations [redacted]
After two visits by another technician which failed, Chris came and solved the problem within minutesHe has been to my house before and he really knows what he's doingI'm very pleased with Chris!
I have been a customer for a few years I am always impressed with the courtesy and prompt response from all the employees from the receptionist who takes my calls to the technicians who do the work to the honesty and knowledge of the sales repsI do not hesitate to recommend Mack Morris
Brandon is terrific ! knowledgeable, polite,conscientious ,answers any questionI have confidence in his thoroughness and look forward to seeing him every monthsBob M [redacted]
agent was very professional.found my problem(Freon leak at outdoor unit) We had two other companys come out over last three years and just put in Freon and left
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 (yrs), they set us up with a portable air conditioner until a new air conditioner could be installedThey have always gone the extra mile with us Thank you Mack Morris
Reliable, on-time service Very professional Always provide knowledgable explanations and responses to any questions
From start to finish and great experience! Jim was really helpful, listened to my questions, answered them and made suggestions The day of the install, the crew was on time, Jim came in to make sure everyone was on the same page for location of the unit and running the lines out and down the back of the house Alejandro, Bret and Daniel were very professional and even wrapped an exposed line on the other ac unit outside They were courteous, efficient and happy to answer all my questions and let me look over their shouldersIf we need ac or furnace help in the future, I'm calling them first! Thanks for a great job! Now, if it would just get warm enough to really use it...:)
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
Revdex.com: 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 situationWithin the past years this business has installed over $15,of A/C equipment into our homeThis 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 businessDuring 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 unitService for the upstairs unit required access to the master bedroomAt that time I had a newborn infant that I was breastfeeding frequentlyThe service technician working on the upstairs unit required access to the attic over the closet of the master bedroomWe 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 accessWhen the technician was asked the first time to please follow these instructions, we received a non-verbal grunt in acknowledgementWhen informed the second time to please follow these instructions (after not following the first request), we again received a passing grunt acknowledging this requestThis second time the technician would not even make eye contact with us while we were making this requestAfter not following this request a second time, my husband asked the technician to leaveHe did not raise his voiceHe did not use any abusive languageHe 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 wouldThe technician made no attempt to apologize or resolve the situationHe shrugged and said “whatever” and then left the houseThe business owner sent out a new technician who was polite and professionalDespite 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 timeBased upon the additional information provided in the response to our initial complaint, I do not question whether this business does or does not schedule o’clock appointments as a matter of practiceHowever, 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 interactionDuring 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 companyLater that afternoon, the business owner called me and informed me that he was firing us as customersHe 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 aboveThis phone call concluded by him hanging up on meWhen 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 againWhen 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 businessThe 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 houseThe business owner called me difficult and my husband abusive/racist because we asked the technician to leave our houseThe business is unwilling to admit that they are capable of making a communication error related to the scheduling of an appointmentThe business is refusing to stand behind $15,worth of equipment they installed into our house over the past five yearsThe 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 diagnoseThe 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 businessThis 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 leadershipMy 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 themselvesIn 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, [redacted] ***
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!!!
Been with this company for around years and the service from start to finish has been excellent!
Mack Morris Heating & Air Conditioning has amazing customer service! I work for a business that really cares about customer satisfaction so I understand what it takes to provide the best service possible Taking care of the main things is crucial but being mindful of the little things is just as important Every experience that I have had with Mack Morris Heating & Air has been expertly completed by polite, informative, and cheerful employees
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
Brandon Ldid a thorough and professional job It was a pleasure working with him
Showed up on time to perform preventive maintenance on heat pumpsService was thorough - spent a total of hours on the unitsTechnician was very cordialThis service was a nice change from other companies we've used in the past
Mack Morris service contracts are excellent I like how they work with you to set up a scheduled service visit, show up on time, check and fix and clean, make sure everything is working Their technicians are intelligent, friendly, and very competent Their installation and service as outstanding, their prices as very reasonable
Sue was pleasant and knowledgeable She gave helpful advice for future use of my old heating unit I am quite pleased with the service of Mack Morris Heating and Air Conditioning and with Sue's service to my unit
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 techHe 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 tuon 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 himBoth 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 *** This is a Factory backed warranty and not a Mack Morris Warranty For the passed 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: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 *** Again I express that we don't or can't set 11: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:am [redacted] our dispatcher expressed to [redacted] that he had set the appointment and it was for 8:am The tech left [redacted] and went to another call Our Dispatcher (***) 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 companyThe Stones had purchased a Energy Saving Agreement for 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 dayI fill like we have amde a efford to provide [redacted] with service and could not meet their expectations [redacted]
They did a great job with a recalcitrant air conditioner
HVAC system estimator was very knowledgeable and clearly explained the recommended system and its options
After two visits by another technician which failed, Chris came and solved the problem within minutesHe has been to my house before and he really knows what he's doingI'm very pleased with Chris!
I have been a customer for a few years I am always impressed with the courtesy and prompt response from all the employees from the receptionist who takes my calls to the technicians who do the work to the honesty and knowledge of the sales repsI do not hesitate to recommend Mack Morris
Brandon is terrific ! knowledgeable, polite,conscientious ,answers any questionI have confidence in his thoroughness and look forward to seeing him every monthsBob M [redacted]
agent was very professional.found my problem(Freon leak at outdoor unit) We had two other companys come out over last three years and just put in Freon and left
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 (yrs), they set us up with a portable air conditioner until a new air conditioner could be installedThey have always gone the extra mile with us Thank you Mack Morris