MAC KENZIE HEATING & COOLING

Description of Work: Mac Kenzie did a full service on my furnace.

Description of Work: A/C not working. Drain/flush water heater.

Description of Work: I have been a customer for many years and have always been completely satisfied. Just recently I had a problem and came came to my home right away. James Allsop was the teck that day and I feel he went above and beyond for me to get my situation fixed. They are a great company to do business with.

Description of Work: Cooling system repair

Description of Work: They could not cover under warranty since did not have arrangement with manufacturer - advised us of that and recommended that we contact another firm since they believed our repair should be covered under warranty. We contacted another provider and the pricey repair was covered under warranty. We appreciated the honesty of MacKenzie in advising us of this option instead of just providing a quote to get the job.

Description of Work: I signed up for automatic delivery with this company. My house is old and I am unsure of the tank, saying that I has to ask Mackenzie to come by and tell me what my tank size was as I was always having to call them to fill my tank. They finally refused to send any oil even though my tank showed 1/4 of a tank (this was just days before we had one of our terrible snow storms) They were rude, unprofessional and less than helpful and if I had not had service provided by another company I would have run out of oil while the clean up was going on. I now use Favorite Fuels and LOVE them - they know what customer service is all about.

Description of Work: "I asked Mackenzie Heating and Cooling to provide a quote for a Mitsubishi split AC system for my log cabin. I spent a good deal of time discussing what I wanted with the sales manager, Karl Lundorf. I was very specific and repetitive with the detail that I want a brown colored product for the tubing cover, to match my cedar log cabin. I repeatedly expressed that color and match were critical to me. | |The sales manager (Karl) visited a second time to view some updates and to discuss placement of the exchange and condenser, as well as complete the paperwork. The quote I was provided did not specify color, but based on lengthy discussions about what I wanted, and Karl stating that he understood what I wanted, I moved forward with the assumption that I would be getting what I expected. We reviewed the placement of the exchange/vent, and Karl provided me a hangar that he said I needed to install, as they were not accustomed to working on log cabins with unfinished (round) logs for interior walls. | |On the day of the install, the installers commented that they had no idea the unit was being installed so high, and that they didn't have a tall enough ladder, but that they would find a way to make it work. As they unpacked the tubing for the outside, I saw that it was bright white, and told them I was expecting brown. They called Karl, and he told the crew that this was a surprise to him. They gave me the phone and Karl told me that we never discussed the color of the tubing, that I was probably mistaking our discussion with one from another provider from whom I got a quote, that no one ever orders it on brown, and that it would be difficult to do. He was defensive and demeaning, and dismissive of what I wanted. Not being accustomed to having a sales manager insult me when I as the customer point out that I am not getting what we agreed upon (as well as blaming the fault on me through an insulting lie that I had never even discussed the color), I handed the phone back to the installers and said that I did not want to talk to that man (Karl) again, as he was an insulting moron. | |Instead of reaching out to me to better understand what I wanted and offering helpful solutions to resolve the issue, Karl followed up with an unprofessional email further insulting me by telling me I was immature, and that I was welcome to take my business elsewhere. I told him he needed to complete the project as provided in the quote that I had already signed, and that I would hold him to the standard of professionalism. He complained that the color was, and hard to find as well as expensive, but within two days they had the correct color I asked for, for a mere $125 additional fee. This issue was fully resolved by Karl paying attention and doing what was asked of him in the first place, with a mere 2 days effort to locate and procure the parts ad a small additional fee. I had to have my time wasted and endure poor service and insulting behavior because I called this person out on their mistake. | |Karl further insulted me by telling me that my issue with the placement of the exchange being very high (and the crew being unprepared by not having a ladder high enough), was my fault because I chose the placement. However, we looked at the placement together and he knew that the unit would be placed high; the issue was that he clearly failed to do a thorough job by communicating with the installers. They were so unprepared that I had to use one of my ladders, and help they lift the unit so that they could install the exchange. |Karl was so apparently peeved by me calling him out on his shortcomings that when the installers were complete there was no post-install inspection or walk through. The installers just left us with a manual. |The installers themselves were very friendly, professional, understanding, and did a fantastic job with the install. They were clean and I am happy with the unit and the installation, and cannot say enough nice things about the product or the installers. | |I did write to the owner (Scott Mackenzie) and explained the situation. While he was kind enough to respond, he did state that ""The Technicians receive photos and diagrams from Karl with the Install instructions, they review and load the stock and tools required for the job. Based on the location in the photos they assumed the ladder they had would be sufficient."" This is clearly inaccurate because the very first thing the installers said was that they didn't even know the room was two stories high (we have vaulted ceilings). If they saw pictures, they would have known the ceilings were vaulted. |Scott also commented that, ""Calling someone immature after telling our installing technicians he's |a ""insulting moron"" was probably a reasonable response."" |I would suggest that if your primary concerns for an AC install are quality of the product and the installation, Mackenzie Heating and Cooling may be an appropriate dealer. However, if you think that you deserve professionalism and accountability from start to finish, clear expectations from the sales manager and a company that is willing to rally around making sure those expectations are met and that you are not insulted by them when they make a mistake, or if you think physically assisting in the install because of a sales manager's poor planning and communication is not appropriate, you may wish to find someone that can better meet your expectations. "

Description of Work: Checked on a noise, possible small animal in the AC compressor which they originally installed for us. The technician arrived within one hour of our phone call ( we have a maintenance agreement with them )and took everything apart and examined the unit and determined that we were O.K.

Description of Work: It was just a clean up.

Description of Work: .

Description of Work: I have used them for oil delivery.

Description of Work: They did my annual spring prep on the equipment.

Description of Work: Replaced oil burner drive shaft

Description of Work: Mac Kenzie Heating & Cooling tuned up my air conditioning system and they tuned up my heater.

Description of Work: I used Mac Kenzie Heating & Cooling. They filled up propane for us.

Description of Work: Mac Kenzie Heating & Cooling did some heating oil delivery for me. I use them as a heating oil company.

Description of Work: I used Mackenzie Heating & Cooling. I had a furnace put in that runs on natural gas about four or five years ago.

Description of Work: I had Mac Kenzie Heating & Cooling in for a simple service. They also gave me a quote to upgrade our water heaters to be tankless. I had them before to do a simple maintenance on our heating system.

Description of Work: Annual service

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Description of Work: Replaced furnace

Description of Work: We've had two major jobs done by MacKenzie. The first was a boiler replacementabout 5 years ago and the second last year was to replace our oil tank. Neither one was an emergency so we had time to look around at other providers.

Description of Work: I had them install an entire new heating system as well as a separate air handler for the attic of my home. I also have them come and do yearly check ups that run approximately $140 for heat and a little less for the AC.