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.
I have been w/Mack Morris for 5+ years and overall really like the people and dealing with the company overall. They really try to make you the customer happy and do a great job!
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.
[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,
[redacted]
Excellent service! Called early morning, left message with answering service (who was also VERY professional and complete) regarding dead a/c. Made contact around 11:00 because of being away for a family emergency. Was put in the queue, and by 4:00 p.m. same day Sue M. was here and going to work on the problem. She didn't have the right replacement part, radioed for someone to bring it, they did, and by 4:35 p.m. we had a/c again! Wow! We have used Mack Morris for our routine service and regular preventive maintenance for nearly 7 years (ever since we moved in) and have always been pleased with their professionalism, expertise and responsiveness.
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 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,
[redacted]
Sue at Mack Morris has always been the most thorough in inspecting our units. We have asked for her every time we need the 6 month check-up. She clearly loves what she is doing and is interested in keeping your unit running as long as possible. Office staff is also friendly and efficient.
Brandon is terrific ! knowledgeable, polite,conscientious ,answers any question. I have confidence in his thoroughness and look forward to seeing him every 6 months.
Bob M[redacted]
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.
[redacted]
Showed up on time to perform preventive maintenance on 2 heat pumps. Service was thorough - spent a total of 3 hours on the 2 units. Technician was very cordial. This service was a nice change from other companies we've used in the past.
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.
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!
HVAC system estimator was very knowledgeable and clearly explained the recommended system and its options.
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.
I have been w/Mack Morris for 5+ years and overall really like the people and dealing with the company overall. They really try to make you the customer happy and do a great job!
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.
[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,
[redacted]
Brandon L. did a thorough and professional job. It was a pleasure working with him.
Excellent service! Called early morning, left message with answering service (who was also VERY professional and complete) regarding dead a/c. Made contact around 11:00 because of being away for a family emergency. Was put in the queue, and by 4:00 p.m. same day Sue M. was here and going to work on the problem. She didn't have the right replacement part, radioed for someone to bring it, they did, and by 4:35 p.m. we had a/c again! Wow! We have used Mack Morris for our routine service and regular preventive maintenance for nearly 7 years (ever since we moved in) and have always been pleased with their professionalism, expertise and responsiveness.
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 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,
[redacted]
Sue at Mack Morris has always been the most thorough in inspecting our units. We have asked for her every time we need the 6 month check-up. She clearly loves what she is doing and is interested in keeping your unit running as long as possible. Office staff is also friendly and efficient.
Brandon is terrific ! knowledgeable, polite,conscientious ,answers any question. I have confidence in his thoroughness and look forward to seeing him every 6 months.
Bob M[redacted]
Reliable, on-time service. Very professional. Always provide knowledgable explanations and responses to any questions.
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.
[redacted]
Great Service!
Kevin did a great job; he was there on time; worked efficiently; and explained his findings.
We look forward to working with him in the future.
They did a great job with a recalcitrant air conditioner.
Showed up on time to perform preventive maintenance on 2 heat pumps. Service was thorough - spent a total of 3 hours on the 2 units. Technician was very cordial. This service was a nice change from other companies we've used in the past.
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.