MacFarlane Energy

Kraig Williams reviewed the details for oil tank removal and replacement. He was professional, provided excellent information and returned a quote in a timely fashion.

Mark Rosa: Very professional. Funny, hardworking and proficient.

(Previous call was 5/23/23, not 6/1/23 service call, Angi would not let me edit). 6/1/23 service call- I had to have the company come back because the repair done a week prior resulted in no AC. The first tech. misdiagnosed the problem. The 2nd tech. attempted further repair by actually taking the cover off the AC this time and replaced more wires. The AC still did not work and the tech. told me the compressor was gone. No responsibility was taken by this company, no apologies were made and no acknowledgement was made by the company in response to my email to them or the review I wrote on 8/9/23. The first call cost me $511.84 and they charged me another $175.00 for a total of $686.84 and I still had no working AC. The 2nd visit was a very hot day. The tech. was short with me, he was training another guy and had told me they had 2 sick calls that day. Employees are overworked with apparently poor morale. The worst customer service I have ever seen!

6/1/23 service call. I have used this company in the past a few times and gave them 5 star reviews each time! They have a lot of employees and it's hit or miss as to the service you get. Unfortunately this time, service for my HVAC went very wrong and the company took no responsibility for it! I used my AC on 5/7/23 right before we went on vacation. When we returned from vacation we noticed the outside fan was spinning for a week without the AC being on. The fan never stopped turning after the one day we used it. We shut the power off to it while we waited for the appointment. MacFarlane came out to service me on 6/1/23 and it turned into a very long call. He kept calling his office as he was working. The tech told me that mice had got to the wires on my outside AC unit and because the fan spun for a week a few parts were burnt out. He replaced the capacitor, contactor and the wires on the outside of the unit. He never took the cover of the unit and said the unit was old and wouldn't last long. He never came in the house or tested my AC, nor did I know the AC wasn't working because it was blowing cool air the 1 time we used it on 5/7/23, the only reason for the call was because the fan had not stopped spinning. The next time I went to use the AC, which was a week later on Memorial day, it was blowing warm air. It turns out the tech misdiagnosed the problem and a subsequent call, diagnosed it was the compressor, so I paid for replacement parts and labor of $511.84 for no reason. Incidentally, one of the parts can be found on line for $11 and the other for $8. The mark up I was charged was outrageous! I called them back and told the receptionist the preceding which she half listened to based on her response which made no sense and she was rude about it. No acknowledgment or accountability was made by the company, and no discounts were offered for the negligence. An apology goes a long way! We are very disappointed in the handling of this situation. Very poor customer service!

21 April 2023 Re: MacFarlane Energy Boiler and Burner System Install. My present oil heating system was 30 years old and was ready to retire. I set up a meeting with the MacFarlane Energy sales rep. Cam Lucci. Cam explained the different heating systems available, the cost factors and what the new installation would involved. He answered all my questions and after an assessment of all this information I accepted the terms of the contract. I then contacted Ken Deranian and we set up a date for the install. The whole process was very easy and concise. Brandon Lamberson, the installation technician arrive on the assigned date and time. He explained to me how and what he was going to do during the installation process. There was a team of individuals involved in this installation. A team removed the old boiler and delivered the new boiler. Another person delivered parts needed for the install Another technician, George Berry arrived the next day and assisted Brandon during the install of the boiler. In total it took two full days to accomplish the install with very little inconvenience to using hot water and any needed home heating. Brandon did a tremendous installation of the new Bederus boiler and Riello burner. All new copper tubing, multiple valves, 4 circulators, pipes with multiple tees and 45 degree angle connections. Numerous electrical connections to all the various components and the calibration of various mechanical and electrical settings. George Berry, a technician, assisted Brandon in producing a show piece of plumbing installation. The symmetry of all the pipes installed, whether vertically, horizontally or diagonally were all in perfect alignment to each other. Electrical connections all done to code. I couldn’t be happier with MacFarlane Energy and the team’s effort, and workmanship during all the phases of this installation. A job well done! Dan Harrington Walpole, MA

When McFarlane Energy came out to do my tune up. They left me with no hot water and leaking oil all over my basement. They sent the same technician back to fix it. One year later I needed another tune up. Turns out the previous technician removed the filter from my furnace and never replaced it. So I was running for a year without a filter. When I called to talk to somebody, I was completely ignored. I would recommend any oil company other than McFarlane Oil. They created an incredibly dangerous scenario, extremely damaging to the health of my family and my furnace and were completely non-responsive. Very poor customer service.

I appreciate MacFarlane quickly fixing a mistake on their end. We ran out of oil since the prior tenant's request for "will call" oil deliveries vs. "automatic" was still attached to our address in MacFarlane's system. MacFarlane sent a service man out within an hour to temporarily replenish our tank, and later reversed the service charge once I called to explain. It took me three attempts, but when I reached the correct person he quickly and painlessly set things right. Good to know they are straight shooters. I will remember it.

A JOB WELL DONE! On 16 June 2022, the MacFarlane Energy Co. sent two HVAC technicians, Jonathan McElroy & Jordan Trombley, to my home, in order to install air conditioning line sets. Before the appointment day, MacFarlane had sent me numerous emails and text messages confirming the service appointment as well as a photo of each technician. This was a nice addition to the messages which provided added security of who to expect to service the equipment. The team arrived on time. Jonathan McElroy explained to me, what and how, he and Jordan Trombley would repair the HVAC equipment. The team was at my home for a full day. Periodically Jonathan, would explain each step that they were working on and the outcome. Jordan was a keen observer of what Jonathan was explaining to me. Jordan would also provide his expertise on the procedure involved at that time. The team took numerous readings from their equipment to insure that everything was at the correct pressure readings and the mini splits were operating correctly at peak performance. Overall I am very satisfied with the performance of the MacFarlane Energy team members, Jonathan McElroy and Jordan Trombley. Daniel Harrington Walpole, MA

My heat went out during a 3 day stretch of 8-10 degree temperatures. I called around to several companies that could not be of assistance because I was not a current client as the house and HVAC was new to me. MacFarlane was kind enough to service me. Every energy company was slammed with the low temps but they were able to fit me in within 48 hours. I received a conformation email with a 3 hour window. Two hours into my window I received a text from the tech. with a photo, which I thought was a nice touch. Andrew arrived and was very polite and made me feel very comfortable. He was quick to diagnose the problem and do the repair. He explained everything to me in terms I could understand. The company charges are very competitive and they are very professional. I'm very happy with MacFarlane and I will be calling in the spring for an AC tune up and then the fall for my Furnace tune up. Thank you MacFarlane, I'm a happy customer for life now!

Wish I could have given 0 star! MacFarlane does not do anything to keep their forced customers happy. Especially the tenants who are forced to use MacFarlane services because of their landlords' annual contracts. Although I have cancelled my enrollment on the automatic delivery through their website, they tell me that they never received that and filled my tank without my permission. Although they told me that they were going to pull out the oil they never did and told me that they tried to reach out to me but couldn't which is not the fact! These things are not major and could have easily been resolved with a customer focused approach or a better online system which MacFarlane is clearly lacking. What is the point of having an online system if they are not capable to handle!!! By the way this was not the first time they messed up with online deliveries. The thing that really frustrates me was the behavior of the rudeness of the staff. Mr. PAUL did not hesitate to threaten me over the phone to put this into the court and accused me being . This is completely UNACCEPTABLE. I am so happy that I moved out and don't have to deal with this company anymore. STAY AWAY!

The installers were very professional and did a great job. Brian S, Jason S worked with me to find the best spot to place the outside and inside units. They also had an electrician add the wiring for the units who did a very professional job. The work was done in a few hours and they cleaned up everything. They also explained how to control the system with the remote and how to maintain the system. They also helped me apply for a MassSave rebate and they sent me the forms the next business day. I was extremely pleased with the whole process.

The physical installation was fine - MacFarlane's techs are always very good, which is why I chose to accept a higher quote from them since I trusted their work. The service side was horrible. When I got the bill, it had a different (higher) SEER number than the contract had specified - I had to call to find out that the bill was correct, which meant I was eligible for rebates and 0% interest loans I hadn't applied for. It took weeks to get a corrected contract to submit, and the person in charge, Jim, acted like I was unreasonable to expect speedy correction of a legal document with large financial implications. In all my dealings with him he was condescending and unpleasant, and acted as if I were in the wrong for expecting them to fix their errors. I never did get the %0 loan and it took months more for me to get a large rebate I was owed. When I wrote an email to Mr. MacFarlane complaining, he made lots of excuses for Jim and never made any apology to me even when I asked for one directly. I wouldn't be writing this review if I'd felt like my mistreatment mattered to the head of the company - instead, I'm now looking to switch at the end of this heating season.

The physical installation was fine - MacFarlane's techs are always very good, which is why I chose to accept a higher quote from them since I trusted their work. The service side was horrible. When I got the bill, it had a different (higher) SEER number than the contract had specified - I had to call to find out that the bill was correct, which meant I was eligible for rebates and 0% interest loans I hadn't applied for. It took weeks to get a corrected contract to submit, and the person in charge, Jim, acted like I was unreasonable to expect speedy correction of a legal document with large financial implications. In all my dealings with him he was condescending and unpleasant, and acted as if I were in the wrong for expecting them to fix their errors. I never did get the %0 loan and it took months more for me to get a large rebate I was owed. When I wrote an email to Mr. MacFarlane complaining, he made lots of excuses for Jim and never made any apology to me even when I asked for one directly. I wouldn't be writing this review if I'd felt like my mistreatment mattered to the head of the company - instead, I'm now looking to switch at the end of this heating season.

Great job by caring techs. A company with a heart,

Installation was flawless and the were very clean with not leaving a mess , perfect!

Very Professional and Reasonable Prices.

Al, Joe, Dennis, Jason and team all did a fantastic job on this massive project. They are very professional, and courteous when it came to explaining how the new system works. I would def have them back for any future projects.

They are very good. Their service people are excellent - their office people are okay, great, good. On quality, they are very good.

I want to install a new Heating system. I have steam and I want to convert to Hot Water + Baseboard. This one is the original to the house & the house was built in 62 so I called this place because it has such a high number of ratings & has an "A". I called the 1st time & set up an appt with Jerry for the following Wednesday at 10 am. Something came up and I had to cancel so I called + left him a message + asked him to call me back to reschedule. I waited a week and he never called, so I called the company again & spoke to Rebecca and she told me he would call so I waited another week and nothing. So I called again and spoke to Rebecca again and told her Jerry never called me back. She said she would talk to him but I said No, I want another Salesmen. So she gave me Scott and set up the appt for the following week at 10 am. So I waited another week. she gave me another salesman, Scott and waited another week for him. At this point I was beginning to think about there Customer Service. Scott showed up early but at least he showed up. He told me it would be about 10 days to get the written estimate and that they were very busy installing AC. He gave me a ballpark figure of 23,000. I have steam and I want to convert to Hot water & baseboard. So 10 mins after he left I figured for that money I could go to Central Air & heat. So I called him back and it went right to voicemail, I waited 5 hours & no call so I called the company again & spoke to the Serv Manager who accused me of trying to start an issue! Because I questioned why it takes a Salesman that was just at your house to return the call. Scott finally called me back and told me they didn't want the job, That they are pulling out of Brockton. I live in the good part of the Westside near Easton. So I said that's why you gave me such a high price, he said no that' what the price would be, So I called a local company, Scudder Fuel and to put the same system in with 3 zones would be get this 11,200! more than 10,000 dollars cheaper! This company might have an "A" rating, but there customer service is worse than sucks, it is terrible. Where do they find there salesmen? And why did this guy Scott give me such a high price? If they didn't want the job when he came here he should have said so. They didn't want the job because I dare question them. Beware of this company & how they do business. Shop around,. I would never do business with them after finding a Slant Fin system which is the best for more than 10 grand cheaper. They don't even sell Slant Fin, they are not a Slant Fin distributor. I wonder why?

Tech was excellent, it took a long time to get a quote and schedule work

fine- as expected. punctual and knowledgable

They are great to work with and always willing to help. I would highly recommend MacFarlane for any related work at your home or condo.

Perfect Macfarland and his crew didn't leave until I had heat Charged me only for parts

Excellent -- very knowledgeable/courteous/professionals.

We received bids from three A/C installers and went with MacFarlane for three reasons; price, system brand, and creative solutions. They weren't the cheapest option but felt they offered the best system for the money and they thought of the most creative ways to install the system in our old home. The sales guy, Dan Sells, was very polite & prompt with appointments, getting us a quote, and making sure all of our questions were answered. The installation took over a week because the duct work needed to be added to closets, attic, and all other available places in our 1889 home. The lead installer, Jay, was polite, clean, and thought of creative ways of installing the system. We went with one large unit instead of two. The air handler was put in our attic and cools 3 of 5 rooms on our main floor and 4 of 5 rooms on our second floor. We were unable to cool all rooms because of limitations of our old house. The system works well and we are happy with it. We didn't give MacFarlane an 'A' for a few reasons. The main reason was system kept tripping the breaker for the first year we had it. Despite multiple visits and checks they couldn't fix it and kept saying all looked fine. Our second year it happened again and finally someone found the correct fix - basically surge protector on the condenser. Another issue we had was some common sense finishing work; 1. the water drain line didn't extend all the way to the ground and was instead running down our wood sided house, 2. they didn't rehang the attic door and after I did it myself, the door hit one of the new ducts, and 3. they weren't able to test the system after installation because is was still too cool out, but they never told me that until we had the breaker tripping issue and then said the Freon level was off. MacFarlane eventually took care of all these items but still annoying they weren't on their checklist. The last issue we had was trying to get all the necessary paperwork and receipts from MacFarlane to submit our manufacture rebates. All in all, we liked our experience with MacFarlane and would recommend them.