Payment for the full amount received this date at my home. It took quite a while to get this right and it strained the tenant landlord relationship. Assuming no problems with the check, please consider this situation satisfactorily settled. Thank you! Best Regards! [redacted] RevDex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted] . Regards, [redacted] ***
Andrew has actually been to our house multiple times and is always very nice and professional, not to mention helpfulA few months ago he even repaired some wires on our outside unit that had dry rottedSusan is very nice and helpful as wellWe are always satisfied with the service and they always do a great job!
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. ** *** 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 ** *** was very upset. We pulled another Tech and dispatched him to *** *** home. Upon arrival that tech completed the tuon the equipment. When he returned to the office he stated that ** *** was very very abusive to the first tech. The first lated expressed that he had never beed treated the *** *** had treated himBoth Techs expressed how abusive *** *** was.
We continued to honor *** *** Service Agreement. *** *** 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 *** *** at 8:00am. When we arrived no one would anwser the door. We called the phone we were given and *** *** 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 *** in our office had made the appointmet. Once again *** *** was misstaked. We do not have a *** working in the Company*** *** called the office and asked if we were returning at 11:am. *** our dispatcher expressed to *** *** that he had set the appointment and it was for 8:am. The tech left *** *** and went to another call. Our Dispatcher (***) sent the tech back to *** *** later that day. The tech found an indoor coil that was leaking and advised *** *** 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 year with us. The Extended warranty is with *** and any *** dealer can handle any Warranty claim. Because of the porblems we had and the unpleasent dealings with *** *** I advised them that I was mailing them a check for the balance of their Energy Saving Agreement and gave them the number for *** so they could arrange for another *** dealer to handle their warranty issue. I later spoke with ** *** 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 *** *** with service and could not meet their expectations.
*** ***
Mack Morris Heating & Air has done a wonderful job installing and keeping our heat pump system goingTheir tech guys are very knowledgeable and promptThe most recent tech guy, Andrew, was right on time if not a little early which was greatHe was very neat, focused, helpful and quietHe was very thorough and followed a set routine which he followed preciselyWe would highly recommend Mack Morris to anyone who needs a professional heat and air conditioning company
Mack Morris is the way to go!! Been using them for over yearsthe staff, especially Mike E., is outstanding! He's professional, knows what he is doing, attends to details and always reviews what he has done and why at the end of each visit!!
I'm always satisfied to work with Mack Morris Heating and Air ConditioningScott performed my fall/winter furnace tuand was attentive and thoroughThank you for your excellent service
Mike and Brett got my air conditioning back running within two hours of my calling on a HOT Friday afternoonI called about pm Brett told me there were people ahead of meSaid a service person would call me minutes before comingminutes later Mike calledHe was there in minutes, recharged the A/C quicklyVery happy with your team at Mack MorrisMike is a personable young man and knows his stuffThank you Mike and Brett
As before, Andrew did an excellent job in checking everything, do a cleaning, and okaying my heating/AC system He was pleasant, explained much to me, and advised me to re-set the controls on the thermometer to give me better service from my system
Jonathan M., Service Tech, has outstanding knowledge, skills, and manners I trust his judgment and appreciate his dedication and support Thank you Jonathan and Mack Morris Heating and Air Conditioning for this valued relationship!
Professional and courteousOn time and easy to work withFelt confident that the tune up performed would have found any problems and insure proper system function for the upcoming months
WE have agreed to take care of *** *** Problem and refund him $*** and adress the problem at hisa rental property. We spoke with *** *** 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 MonMarch 31. This was the time the renter said they would be available. I also contacted *** *** 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
Although Mike Ewas called to an emergency service today and could not service my heating and air, we have been very pleased with his work for us in the pastHe is always very thorough and pleasant to deal withAndrew came in Mike's place I was informed of the change in a timely manner and knew what to expect Andrew also proved very thorough and quite competent He proved quite informative and explained several things I could check and quickly fix if I had a particular type of issueAll in all, we've been very happy with Mack Morris and all their team emebers
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, 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 access. When 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 house. The 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 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 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,
*** ***
Technician was very professional and politeHe arrived on-time and went over everything before he leftThe exact kind of experience you hope forGreat company, you should become a customer
The technician was on-time, courteous and thorough with the work performed
Kevin did a great job; he was there on time; worked efficiently; and explained his findingsWe look forward to working with him in the future
Have used Mack Morris for years Always reliable and efficient!
Payment for the full amount received this date at my home. It took quite a while to get this right and it strained the tenant landlord relationship. Assuming no problems with the check, please consider this situation satisfactorily settled. Thank you! Best Regards! [redacted] RevDex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted] . Regards, [redacted] ***
Andrew has actually been to our house multiple times and is always very nice and professional, not to mention helpfulA few months ago he even repaired some wires on our outside unit that had dry rottedSusan is very nice and helpful as wellWe are always satisfied with the service and they always do a great job!
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. ** *** 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 ** *** was very upset. We pulled another Tech and dispatched him to *** *** home. Upon arrival that tech completed the tuon the equipment. When he returned to the office he stated that ** *** was very very abusive to the first tech. The first lated expressed that he had never beed treated the *** *** had treated himBoth Techs expressed how abusive *** *** was.
We continued to honor *** *** Service Agreement. *** *** 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 *** *** at 8:00am. When we arrived no one would anwser the door. We called the phone we were given and *** *** 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 *** in our office had made the appointmet. Once again *** *** was misstaked. We do not have a *** working in the Company*** *** called the office and asked if we were returning at 11:am. *** our dispatcher expressed to *** *** that he had set the appointment and it was for 8:am. The tech left *** *** and went to another call. Our Dispatcher (***) sent the tech back to *** *** later that day. The tech found an indoor coil that was leaking and advised *** *** 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 year with us. The Extended warranty is with *** and any *** dealer can handle any Warranty claim. Because of the porblems we had and the unpleasent dealings with *** *** I advised them that I was mailing them a check for the balance of their Energy Saving Agreement and gave them the number for *** so they could arrange for another *** dealer to handle their warranty issue. I later spoke with ** *** 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 *** *** with service and could not meet their expectations.
*** ***
Mack Morris Heating & Air has done a wonderful job installing and keeping our heat pump system goingTheir tech guys are very knowledgeable and promptThe most recent tech guy, Andrew, was right on time if not a little early which was greatHe was very neat, focused, helpful and quietHe was very thorough and followed a set routine which he followed preciselyWe would highly recommend Mack Morris to anyone who needs a professional heat and air conditioning company
Mack Morris is the way to go!! Been using them for over yearsthe staff, especially Mike E., is outstanding! He's professional, knows what he is doing, attends to details and always reviews what he has done and why at the end of each visit!!
I'm always satisfied to work with Mack Morris Heating and Air ConditioningScott performed my fall/winter furnace tuand was attentive and thoroughThank you for your excellent service
Mike and Brett got my air conditioning back running within two hours of my calling on a HOT Friday afternoonI called about pm Brett told me there were people ahead of meSaid a service person would call me minutes before comingminutes later Mike calledHe was there in minutes, recharged the A/C quicklyVery happy with your team at Mack MorrisMike is a personable young man and knows his stuffThank you Mike and Brett
Great service! Very professional and had no problem with taking time to answer my questions
As before, Andrew did an excellent job in checking everything, do a cleaning, and okaying my heating/AC system He was pleasant, explained much to me, and advised me to re-set the controls on the thermometer to give me better service from my system
Always excellent attention and service!
Jonathan M., Service Tech, has outstanding knowledge, skills, and manners I trust his judgment and appreciate his dedication and support Thank you Jonathan and Mack Morris Heating and Air Conditioning for this valued relationship!
Professional and courteousOn time and easy to work withFelt confident that the tune up performed would have found any problems and insure proper system function for the upcoming months
Andrew was quite shy and quiet, but he did an excellent job in an efficient way
WE have agreed to take care of *** *** Problem and refund him $*** and adress the problem at hisa rental property. We spoke with *** *** 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 MonMarch 31. This was the time the renter said they would be available. I also contacted *** *** 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
Although Mike Ewas called to an emergency service today and could not service my heating and air, we have been very pleased with his work for us in the pastHe is always very thorough and pleasant to deal withAndrew came in Mike's place I was informed of the change in a timely manner and knew what to expect Andrew also proved very thorough and quite competent He proved quite informative and explained several things I could check and quickly fix if I had a particular type of issueAll in all, we've been very happy with Mack Morris and all their team emebers
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, 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 access. When 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 house. The 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 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 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,
*** ***
Technician was very professional and politeHe arrived on-time and went over everything before he leftThe exact kind of experience you hope forGreat company, you should become a customer