MASON'S REFRIGERATION & AIR CO

My AC compressor broke on a Sunday morning, in the middle of August. Mr. Mason arrived within 30 minutes and although the compressor could not be replaced the same day, Mr. Mason's professional team returned Monday morning with a new compressor and accompanying air handler. Excellent service, fair prices and crisp attention to detail. Highly recommend.

unknown

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On Wednesday afternoon a tenant called to report failure of air conditioning at a rental house we own. I first went to the home personally and found the 50a breaker tripped to the outdoor unit, which would not reset. I called Masons, because they had originally installed the unit 3 1/2 years ago, and had done a good job I feel. The technician arrived within about 1 hour and diagnosed the failed part was the compressor. He confirmed it was under 5 year parts warranty and stated he would call the part in to get it on the morning truck. I was instructed to call at 8:30am to obtain a status of parts availability and expected timeframe to receive part and fix the unit, and told to expect an estimate to repair the unit. At 8:45am I called and was told the ‘truck rolled this morning without the part’. I was told the part was in stock but it could not be delivered until Friday. The parts warehouse is less than an hour away. My tenants have 3 small kids (homeschooled) and Thursday was predicted to be near 100 degrees, so I offered to go get the part personally. I drove 2 hours round trip and picked up compressor under warranty, which was issued under Mason’s account. I texted the technician at 904.753.4365 to indicate I would be back at the house with the part by 11: 45am, and received ‘OK’ in response. Once onsite the technician texted he would be delayed until late afternoon, after 2:30. I called the office and was told in a ‘sharp’ tone that ‘we have other calls besides you’. I was now concerned that the job would not be completed until after 5pm - potentially incurring overtime - my tenants and children were roasting in a hot house and I had just rushed to drive 2 hours to pick up a failed compressor on a 3 year old HVAC unit – so this attitude struck me the wrong way. I called another well known service provider (Milts) to ask if anyone might be available immediately to perform a warranty compressor install. Bryan at Milts assured me it could be done immediately and offered to send a technician over immediately. I asked him for a quote and was told $515 to change out the part, replace the drier, and refill with new refrigerant. The refrigerant was nearly $300 of the $515 total cost, so I questioned the need for new refrigerant and was told it was highly improper to refill a failed compressor with used refrigerant, due to potential contaminants. I then texted Mason's to obtain their quote they had failed to provide. I was told the cost would be $79 for the service call the previous day, plus $550 to replace the compressor. I asked if new refrigerant and drier were included. Mason's technician texted back “we will recover refrigerant and put same refrigerant back in”. So this means that Mason’s intended to charge me full price that they knew other providers were going to quote, and cheat me by reusing old refrigerant, padding their pockets with and extra $300 they did not deserve! I called Milts back, and authorized them to perform the service, after they assured me the warranty compressor I picked up could be transferred to their account via paperwork. I then texted Mason’s technician and informed him I had an alternate provider to perform the service. It was then I got a text from Mason's stating “we will come get the compressor”! The compressor I drove to pick up!!! They wanted to force Milts to drive back to Jacksonville (2 hours) and get the same part from the same supplier, simply because they had ordered it under their account! I instructed Masons that Milts would work it out with them directly, and I received a prompt bill in my mailbox from Masons for $79 today. The lesson is - always get two quotes and understand the details of the job. I'm disappointed to have to write this negative review - but anyone I catch trying to charge $300 extra for something they are not intending to provide - deserves to have this information shared with other potential consumers.

unknown

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Technicians were very friendly and informative. They were a little late, but they called and explained why. It is a small operation. Overall I am very happy with the service and quality of the installation. I would definitely call Mason first in the future.

Set a date to install, showed-up on time, finished job in one day. Renter was very happy with the insallation, very professional, cleaned -up work area, hauled away old unit after job was done. Submitted warranty paper work. Was pleased with the price after getting other several other estimates.

My husband dealt with them that day, so I don't know if they actually charged him or not. I really like that they are very friendly and very prompt. There was only one time when we needed them to come and they weren't able to schedule us in because it was a weekend. They always give us advice on how we can try and fix things on our own so that we don't have to pay for a service call. They seem very fair.

They responded to my call within 10 minutes of when I left a message. The water would not turn off. I had managed to remember how to cut off the water in back of the back so it was no longer creating a flood in the floor. They came at the time stated. Was clear about pricing. Did a great job! The ice maker had to be replaced as the motor was burned out. He repaired the valves or whatever that were broken creating the flood.It has worked perfectly ever since. He was helpful in evaluating at what point it might be beyond what it would be worth it to spend the money given the age of the refrigerator.

The experience was real good, we had no problem with them. They put a system in that was better than the one that crashed.

We have been using this company for heating, AC, and fridge repair for the last 10 years. They are a great company to work with. Always honest with what needs to be done weather it is a small repair, or replacing a whole unit. Whenever we call the workmen will come out and are always on time, honest, hardworking, and professional. We know they don't overcharge for the work they do and if there is an issue they come right back out and fix it! We love working with this local company and suggest them to others who need good work done.

unknown

Work for me for 10 years. Good job.