MacFarlane Energy

They are conveniently located to me. Thay are fine to work with.

The two words 'customer responsiveness' are not part of this Company's vocabulary! Their representatives were requested to come to our home to provide pricing for an entire HVAC replacement. They did, in fact, make the home visit, however, they 'dropped the ball' from that point forward. After multiple telephone requests by me, as well as my husband, over a period of 3 months, they could NEVER even provide the courtesy of a return phone call. Furthermore, our disregarded simple requests were even brought to the attention of the Company's owner who gave 'lip service' and "promised immediate action" which never occurred, as well. There is one shining star that evolved out of this nightmarish relationship with MacFarlane Energy. Their ineptitude and continued neglect led us to research another Company which did, in fact, contract with us to do the work. This was no small job and the final cost to do the job was in excess of $80k. Thank you, MacFarlane Energy, for leading us to our shining knight. Our new system is up and running, and outstanding. Never heard from you, but now you're hearing from us. Your loss is our gain!!

The repair tech came as scheduled the same day as I called and quickly fixed the problem for a reasonable fee. Good work, on time, for a reasonable price. Professional technician.

I asked for a quote for a 3 unit mini ductless system AC system. the rep came out on a Friday...said he was a little behind on quotes so he would have it to me by the following Friday. I said that was okay. Friday came and went... a week and a half later on the Wednesday, I sent a message to the rep asking for the quote and that it has been a couple of weeks... he corrected me and said no it wouldn't be 2 weeks until Friday (ok so it was 1 week and 5 days)... shocked he corrected me... totally turned me off. Note to the sales rep... you can think that but you shouldn't say it to the customer... instead you should have apologized for the delay, sent the quote and the. actually followed up with me to see if I had any questions. The pricing seemed fair.

Part arrived at the project on-time but HVAC / Electrical installers where a bit later which would normally be fine but I had to drop someone off and was waiting. I had to make other plans due to that. I had 1 electrician and 1 HVAC installer. I believe both of those guys should have had a helper. On the electrical, I had to help the electrician snake the line and help him feed the electrical wire. He was told which load center I had and didn't bring the correct breaker. I happened to have the breaker and I ended up providing the breaker. The electrician wanted to conceal the wire and wire around the basement but didn't have a long enough drill bit. I provided him an extension bit so that he could finish the drilling. After multiple tries and multiple whole in my new vinyl siding he was able to complete the wiring for AC disconnect. I had to have the vinyl contractor replace the piece that the electrician drill through. The HVAC installer was great but only 1 guy. I was told that they were very busy doing installation by the salesperson but this could be dangerous for one person. I had a wall bracket for the condenser out side and it was about 2 feet off the ground. The condenser unit weighed 119 lbs. so that is pretty heavy for 1 person to lift. I assisted him in getting the unit in place. The inside unit I also need to help hold the unit in the air while the installer tightened the connections. Quote probably took the longest to get but that is probably b/c of the warmer weather is here. I was satisfied with the work but concerned that mistake/damage could have happened or an injury to their installer b/c of understaffing with the installation. I'm glad I was there to help.

My central air conditioner stopped cooling during the July 2013 heat wave. The indoor fan was working, but the condenser fan wouldn't come on. On a Sunday, I called a few companies, but some were busy doing work for customers who have service contracts with them. A couple of them didn't call me back. I was able to get in touch with MacFarlane Energy's service desk. I was told that a service technician will call me back within 15 - 20 minutes, which he did. The gentleman was kind enough to tell me that they charged more for weekend service calls, and that if I wanted him to come the next day, the labor cost would be much less. So, he came early on Monday morning, replaced the blown capacitor on my AC unit outside with a Turbo 200 capacitor, and got my unit cooling again. I'm very appreciative of this company. Hopefully, I wouldn't be in that situation again, but if I am, I'll call them. If they're not available, I'll call Recom of Brockton, MA, the only other company whose service tech called me back.

We've been with this company since we bought the house over 23 years ago and they have consistently been professional, reliable, responsive, and thorough. This old house had plenty of problems initially and when the furnace shut down on a cold winters day they prioritized and got here quickly to fix it. Over time we've had them replace the oil tank and furnace.....big jobs that seem expensive but not out of line with comparable prices locally. Their service plan has been worth a lot more than it costs in the peace of mind that whenever there is a problem they respond fast and follow up to see the problem is taken care of. Dare I say [lest I jinx myself] that since we have the new furnace we've not required emergency service. We recommend them with no hesitation.

When they came out to my home, I thought the fellow they sent was very thorough and gave me good information. He was just unable to get a cost on the project and wanted to come back a week later with his engineer to get me a good estimate. After about a week,I called because no one showed up. The guy wasn't there that I needed to talk to so I left a message. I again didn't hear from him within 2-3 days so I was going to leave another message when I called back. The receptionist put me on hold for about 5 minutes and I was never switched into voice mail so I hung up. Because of the lack of responsiveness, I have given my business to another company that was totally opposite, completely responsive. I will not call MacFarlane again that's for sure, no will I recommend them to anyone.

We have been very satisfied with their annual inspection and tune-up program. We feel we get our money's worth with the very thorough inspection and cleaning that their service personnel perform. They understand the reason behind the tasks they perform and that they are the company's agents. They don't sell you parts and add-on plans that you don't need. Their service and office personnel have been responsive and very pleasant to interact with. We have had little need for house-calls for service, but when my mother-in-law did a few years ago before we owned the house, service was not able to resolve a problem of the furnace continuously shutting down, just as winter was setting in. After 5 unsuccessful service visits, my husband at my request went to his mother's house to help and started systematically diagnosing the problem. After 3 hours of late night studying the sytem, he correctly determined that aquastat #1 was faulty. Aquastat #2 seemed to be performing properly. Knowing both aquastats were old, he told service to replace both aquastats and that fixed the problem. We did not abandon MacFarlane. In this time at bat, Strike 1 maybe, but not strike 3, so we continued with MacFarlane. Two years later, when the furnace was not igniting, MacFarlane service responded and quickly found the electronic oil burner control had failed. MacFarlane diagnosed and resolved this failure promptly. So we are batting 1 for 2, and as home owners ourselves now, we are smarter. Often, depending on the situation of course, we don't tend to conclude from one bad apple experience that we shold throw out the barrel of apples, and the barrel of potatoes, which have been fine..

The overall experience was positive and we are happy with the end product. Dan came and gave an estimate and a detail of all the work necessary to remove the current boiler and steam radioator system and install new HVAC. When the guys came to do the work, it became clear that the plan that Dan came up with wouldn't work. The vent spots were adjusted, the gas pipe had to be placed on the outside of the house and vents and pipes had to be dropped in rooms, as opposed to inside exisiitng walls, as was indicated in the original plan. Also, as it turns out this was one of, if not the first time they've installed this type of Carrier system, which wasn't mentioned when the system was recommended/priced. Despite the clear dofference/miscommunication between concept and execution, the guys that did the actual work were courteous, timely and responsive. We had an issue the day after the system was installed and we had 5 MacFarlane guys at our house that evening. They didn't figure out the issue unitl the next morning, but I aprreciate the effort.

Very professional, down to the smallest detail.

Both the installer from MacFarlane and the electrician were informative and very professional. They were at my home about 6-8 hours.

They were on time and very good workers.

sometimes a company can earn a better reputation and brand loyalty after a mistake if they handle it appropriately. that's exactly what happened with me and macfarlane energy. after i paid this bill in september, i received a bill months later for the same service. i was immediately upset and gave them a negative review. i also sent them a letter disputing the additional charge. with in a few days, i received a call from the service manager who was very nice and apologized for the mistake. i am very happy with macfarlane energy and how they handled this situation. i expect to be a long-time customer of their business.

The service was flawless from the very beginning. I contacted the company to schedule an appointment for an estimate. On the day of the appointment, the technician showed at exactly the time set (I was shocked). The estimate was very reasonable ( I had already other estimates). After getting approved for the HeatLoan program and obtained the loan, we scheduled the service. The guys showed up on time, worked super efficiently and finished ahead of schedule. I know I sound like a commercial fro the company but there is not a single negative thing I can say about this company. I'm looking forward to working with them in the future.

Amazing service! I called the Saturday before they came out. I spoke with a very friendly gentleman who set me up as a new customer. They sent someone out that Monday to do an assessment of the furnace and tank. Since it was supposed to be frigid over the next few days, he wanted to make sure they got to us as soon as possible. The service technician showed up exactly on time. I was given an 8 - 10 am window and he was here at 7:59 am. Since I am new to oil heat, he took the time to explain our system and go through how it works. It turns out we have the wrong gauge on our tank and it isn't reading accurately. He checked the tank contents and found out we had almost no oil left! After calling the office, he had someone come out to fill our tank. They were incredibly busy but they managed to have someone out to fill us up within 45 minutes. I am still in awe. With a baby and a toddler at home, I couldn't fathom having no heat for even one night. A huge thank you to all the guys at MacFarlane! You've made me a loyal customer on the first try!

MacFarlane has been my oil company for several years. When my furnace tank-less water system burst, I called MacFarlane to see if it could be repaired or needed to be replaced on a Monday morning. A representative of MacFarlane arrived before Puritan Flood arrived to vacuum the water and waded through the water to check the 28-year old furnace. It did need to be replaced. Technicians were cutting out the old furnace as soon as the water was cleaned up and a new furnace was installed by Tuesday afternoon. I feel extremely fortunate that MacFarlane was able to get a furnace and get it installed so quickly. The price was higher than I expected, but it was worth extra to have hot water (and a new furnace) so quickly.

l had called MacFarlane in the beginning of October about replacing the boiler with a new high efficiency unit. They came out to give an estimate three days later and discussed a couple of different options. We have an addition on the back of the house that wasn't getting warm enough so they ran an additional heater on that zone as well as fix some mistakes the original plumber made when the addition was built. They finished the job on the 2nd day and it made a noticeable difference to heating the house. They did a great job cleaning up and since they were able to complete the work before November 1st, I was able to take advantage of the MassSave rebate on the boiler. The MassSave program and its deadlines must have made for a busy season because two other companies I called on Angie's List never got back to me with a quote.

The technician was very proficient in his initial assessment of my problem (no heat) by diagnosing a faulty draft inducer. The part had to be obtained, so a second visit was necessary to install it. Again, the technician was very proficient in the installation. Each visit took about 30 minutes each. For each visit, the technician arrived near the end of the stated window, but definitely within the expected timeframes. At the first visit, I paid $125 for the labor cost for 1 hour. The technician told me that since he only spent 30 minutes on site, the balance would apply to my installation appointment. When I received my bill for the installation there were two issues. I was not credited for my payment of $125 (the check had not been cashed at the time the bill was printed - two weeks after the check was written). The second issue was that I was charged a second installment of $125 for the labor associated with the installation appointment, without the credit I was told I'd receive. I called the office and they were very nice as I explained the situation, what I was told, and what I expected. The office had documentation to support my understanding of the situation, and removed the second labor charge of $125 since the labor for both appointments was only 1 hour of time. So I am happy with the outcome, but not happy that the bill was incorrect at the start. I will continue to watch the billing process with MacFarlane.

efficient, courteous, excellent job

They are extremely responsive and pleasant to deal with. I've used them for years (although I have tried a few other companies), I always can count on their professionalism and quality of the work they perform. They installed a new boiler for me a few years ago and I was completely satisfied.

Person came on time I explained problem he knew exactly what the problem was.filled the unit came down and explained what he did and what I should expect. He was a gentleman and very professional. I was very pleased with the service. The only think that bothered me was the fact that they charged $125.00 just to come in the door and not knowing if the problem could be fixed.

Best company to work with. Fair price, men showed up on time, no complaints, no extra charges, very professional.

MacFarlane Energy were on time to give me a quote. If you call them and you make an appointment they're there, they are not going to flake out on you. There's nothing that I don't like about them. They were 5 minutes early. They walked around and checked the house to see what's needed to be done to the house in order to put in central air so then by the end of the week, I got a written quote emailed over.

We called MacFarlane Energy during a hot July day regarding a compressor that we thought was not working. Jim called us back the same day and came the following day. He inspected our compressor and our whole system, told us that it was working, explained how to use it properly and answered all of our questions. He was honest - not trying to sell us something we did not need - and helpful. This was very different from another company which was willing to come out only upon payment of a deposit for the new compressor - sight unseen. Next time that we need heating or cooling services, we will call MacFarlane Energy.