Today's technology affords Moncrief the ability to engineer systems that give customers the best of both worlds: uncompromised comfort on every level and unbelievable efficiency with minimal environmental impact. Being green is easy for us because we have always used industry best practices. We also recycle equipment removed during installations. We are HERS Certified Raters and LEED Accredited Professionals.
Pros: A real person answered the phone. They work on weekends and holidays without bumping up the rates. The service tech showed up at the appointment time. Cons: Misdiagnosed problem, Charge an... exorbitant hourly rate but didn't correct it. The tech was puzzled, but didn't hesitate to give me the bill. Results: Got my system fixed later by another company for a very small charge, as the problem was something quite simple. Moncrief refused to make any adjustment due to the amount of time spent. From reading various reviews, I conclude they're like the little girl in the nursery rhyme: when they're good, they're very, very good. But when they're bad, they're horrid.VIEW MORE »VIEW LESS »
Customer diagnosed issue and it took 2 Technicians, 2 Appointments,and they charged a diagnostic fee of $95.00.
Moncrief serviced our A/C but didn't indicate that the system needed to be replaced because of a leak. Had to come out again 3 weeks later and they were able to measure the leak with a meter and say that it needed to be replaced. Charged us $225 for freon the second time out. Called and spoke to a manager to remove this charge because they should have told us the first time out that the system needed to be replaced. They would take the charge off only if we bought a new system with them.
Posted: 8/12/2012 • Link to this review
In this case, we were called and came out to look at some cooling issues. On the initial visit we found the evaporator coil leaking and notated such on the invoice. According to the customer our technician did not clearly communicate the problem and the recommendation to him. We have spoken to the customer and apologized for any mistakes or dropped balls on our end. We of course will always be here ready to make right on a second chance, should the customer give us that opportunity. If not we wish him the best.
Thank you for your review! Every job is unique, and that is what keeps this business fun and interesting. We can't wait to serve you in the future.
It was the coldest day of the year so far and my heat shut off in the middle of the night. I called the office at 7:00 am and spoke with an associate. A service technician was at my house at 9:15 am and resolved my problem in about 10 minutes. My family was very grateful for their prompt service on such a cold morning.
Posted: 1/19/2009 • Last edited: 2/10/2009 • Link to this review
We appreciate you business! Next time you need us, we hope to earn 5 Stars!
Needed to have our faith restored after being ripped off by another company. Moncrief was the answer from start to finish. Recommended by a friend with good reason! Initial call got a live person. Liz answered all my questions about HVAC cleaning/contracts and the company policies. Larry came out within 24 hours and did a thorough inspection of both units. He even programmed a thermostat that was not programmed (advanced settings we did not know existed) from the initial installation in 8/07. Filters were changed and we got a complete briefing. Again, all of our questions and concerns were answered. We look forward to a long relationship with a company that has happy employees and happy customers. Great customer service!
Posted: 11/05/2008 • Last edited: 2/10/2009 • Link to this review
Thank you for your business and your wonderful comments. We pride ourselves on being up-front and honest. Our technicians are paid hourly, which means they have no stake in selling you parts. This is unlike the majority of our competition who uses a commission-based pay, which means their technicians are more salesmen than HVAC experts and do not earn a living unless they are selling parts. To us, this presents a clear conflict of interest. We are just glad you found Moncrief, and we look forward to taking care of years for years to come!
My air conditioning system went out on a very hot Sunday in July. They arrived quickly and fixed the problem. The charge was reasonable and the tecnician was professional and cordial. I would not hesitate to use them again.
Posted: 7/31/2008 • Last edited: 2/10/2009 • Link to this review
Thank you! We appreciate your business and look forward to serving you in the future. We are available 7 days a week and charge the same rates ... even on Sundays. Thanks, again!
I was 2 lbs low on Freon, and the tech spent 15 minutes adding it. Then 45 minutes with my garden hose spraying the coils of the evaporator to ensure the service and 1 hour charge of $261. I feel like a had sucker. Called to talk with manager, no call back. Last time I do business with them. I had given them 8 years of business.
Posted: 7/21/2008 • Last edited: 6/29/2009 • Link to this review
One of the leading causes of excessive electrical use and hot weather breakdowns from air conditioners is a dirty outdoor condenser coil. Consequently, good technicians routinely spend the time to clean the outdoor coils. It is also important to have clean coils to properly charge a refrigerant system. It is also important to know that unlike most companies, our technicians do not get paid commission on the service tickets. This means, our technician is going to do what is necessary to fix the problem and ensure your system operates properly – not pad his pocket with profitable recommendations.
We certainly apologize for not getting back to you. This is not our practice. It is very rare that we drop the ball on return calls. (The reason was discovered, but is of no consequence for this review.) Feel free to call back if you don't feel like we have responded timely enough.
It is our sincere hope that this customer can reflect on the quick responses from Moncrief with great, experienced technicians over the past 8 years, and give us another chance. If he chooses to go elsewhere, we wish him all the best. He may call Frank or Tom anytime for a refund of the money he believed he overpaid. We look forward to continuing our relationship with this individual.
Thank you! We appreciate your business and wonderful comments. We look forward to serving you in the future.
We are sorry for the misunderstanding. Since I don't know who he is I cannot check the circumstances. If someone calls in and says they already know they need a new air conditioner, then we send out an installation engineer to give a free estimate. If someone calls in and says their air conditioner does not work, we send a NATE certified experienced technician in a fully stocked and equipped service truck out to troubleshoot the problem. Yes, we are professionals and charge for this service. Labor rates are always quoted over the phone. We charge an up-front labor rate, unlike most of our competition who rely on low, "foot-in-the-door" diagnostic fees and commission-payed sales technicians who get paid for parts sold. Forty-five minutes to get to the air conditioner and diagnose a problem is very reasonable. Since our technicians are not salesmen, if they condemn a piece of equipment the call is turned over to an Installation Engineer to design and quote a solution. In many cases, the expense of the service call can be credited to the installation cost. We provide these services seven days a week. Perhaps, we could have done a better job communicating our system with you. All that said, Frank Mutz, (the owner) takes calls from anyone. Any complaints/concerns are welcomed. We feel one of our main strengths are attacking problems and making the customer happy. Getting and keeping customers is our top priority at Moncrief. We look forward to showing you we are the best.
My job will be very work and $$ intensive. Their rep took the time to really walk me through the ins and outs of everything that needed to be done. . .and more importantly. . what didn't. I can't recommend them highly enough!
Posted: 3/16/2008 • Link to this review
Thank you for your kind comments. It is our job to be the expert and communicate effectively with you, so the customer knows what to expect moving forward on a project. After all, you have plenty of details to worry about before undertaking a large project at your home.
I've been very pleased with the work and customer service. However, it comes with a price. If they come out simply to diagnose a problem they'll hit you with a service charge ($60 I think) AND a labor charge ($160/hour) for however long they are there. I know at least one very large reputable HVAC contractor (and there are probably others) that only hits you with a flat service charge for diagnosis ($80 I paid to another HVAC company). I like knowing I'll be out a fixed amount to determine the problem as opposed to a Moncrief rep poking around for an hour and sticking me for >$200 before any repairs are made. That said, they are very professional, knowledgeable, and thorough so maybe you can justify the seemingly uncompetitive diagnosis charges.
Posted: 1/03/2008 • Link to this review
The fact is that it cost a certain amount of money to send a service truck to someone’s house. Most contractors try to hide this cost from the consumer as long as they can—really right up to the time they hand them a bill and ask for payment. That is why this homeowner remembers the enticing, seemingly low, “fixed” diagnostic fee that he hears from other companies. Rest assured, these companies make it all up on the “repairs.” For example they will charge say $125 for an “electrical repair” even when the actual work was a loose wire connection that took 5 minutes to complete. Additionally, their technicians are paid commissions on parts/services sold. Back at the shop, the technicians are all in competition to have the highest ticket sales averages and earn further perks for being the top earning technician. This sets up a conflict of interest where the technician is more or less looking for opportunities for quick money/easy repairs. I recently had a customer who was charged $332 for a new capacitor that we only charged $18 for. At Moncrief, with the same labor and parts, that repair costs $200. The point is, our technicians are going to do a thorough diagnosis and repair, with recommendations that are not financially motivated. Our technicians are paid an honest, hourly wage. Moncrief will do a quoted repair when replacing significant parts, so that you know what to expect. Furthermore, in many cases, we can credit the service invoice to the installation should you need to replace equipment. Moncrief’s “true service rates” are not higher than the other full service, established companies in this area. In many cases, we are lower. We may loose customers over being up-front about our prices and it may be an old-fashioned way of doing business, but we feel it is the right thing to do and there is significant value in our method.
How are you to know? My suggestion, if you ask the customer service reps how their technicians are paid, you will quickly find out if there is something to hide. Therefore, we recommend that people deal with companies they trust, that have good people, and stand behind their work – fixating on only the costs will only get you in trouble. Your comments mean that we need to do a better job of communicating our system. If there was any confusion, it is our job to clarify that for you. We do appreciate your business and look forward to serving you in the future.
I've used Moncrief for annual furnace check and one emergency call. My furnace went out on a cold Saturday night. I contacted their emergency number and they called right back. They scheduled a tech to come out the next morning (Sunday! at 9 am). He showed up on time and was polite and professional. He identified the problem quickly (and correctly) and charged me for a half hour of labor (around $75 dollars). He showed me what to do if this happens again and how to prevent it. Great experience! Also their office staff is on the ball!
Posted: 11/26/2007 • Last edited: 1/02/2008 • Link to this review
We appreciate your business, and we are happy that we were able to take care of you ... even on Sunday. We are always available 7-days a week and charge the same rates, even on Sundays. Please do not hesitate to call us if you need anything at all. We look forward to it.
LOL. There are a million filters on the market. Techs devote a large amount of truck space to filters. Additionally, we have Parts Runners available that can run and purchase odd-ball filters/parts and deliver them to the technician while we are still at your home. Pretty slick! We look forward to serving you again, and we hope to get 5-Stars next time around! Thank You!
We now have a service contract with Moncrief as a result of emergency A/C repair work they did very late on a hot summer day a few years ago. The technician was very knowledgeable and fixed the problem the first time. Since then, they have performed well on another emergency A/C repair (customers with maintenance contracts always get same day service). I have a relative who knows the president personally and who recommends this company without hesitation.
Posted: 9/08/2007 • Last edited: 1/02/2008 • Link to this review
Thank you for your kind comments! Welcome to the Total Comfort Service Plan! Our plan is unlike any other for several reasons. Most importantly, we cover parts and labor on repairs. This means that our maintenance is designed to pro-long equipment life, keep systems working efficiently and safely because if it were to fail – we get stuck with the bill. Most companies only cover the maintenance. While you may get a discount or waived service fee, a breakdown is nothing but another opportunity to collect money from you. Where is the motivation to properly maintain your system? Who gets stuck with the risk? Again, welcome to the family. Now, sit back and relax!
These guys are great they showed up on time and were very professional. They completed all the work in an expeditious professional manner. Found one problem and recommended the correct fix for the problem. I'll call them again to service and repair my HVAC system again.
Posted: 1/09/2007 • Last edited: 1/02/2008 • Link to this review
Thank you! We appreciate your business. We realize your time is very valuable – being on time is very important to us. We look forward to serving you in the future.
They worked for months but in the end decided that they could not fix the problem they were hired to fix. In the process they rerouted the flow of air through my system and now I have almost no heat to my kitchen. My thermostat is set on 69 degrees and it is 62 in my kitchen. They say there is nothing they can do, but it was not like this before they came. When they left for the last time, they removed the filters from my HVAC system and left them lying on the crawl space floor. We did not discover it until we had started to develop respiratory problems. To be fair, they did not charge me a dime, so at least I didn't pay for them to cause these problems. 8-14-2009: In response to this Kudzu review, Moncrief posted a reply asking me to call them and ask to speak to a service manager. I did that, and was told all the service managers were in a meeting and that one of them would call me back. That was two months ago. Still waiting for my call back.
Posted: 12/09/2006 • Last edited: 8/15/2009 • Link to this review
Please contact our office and ask for the Service manager. We have never left a problem unresolved and obviously need to take care of this situation. We give same day service to service complaints such as these. Also, any customer can get through to the president of the company at any time.
The work was excellent, the price reasonable, and the technician helpful, efficient, and clear. The only shortcoming was the communication skills of the office staff. Looking at some of the other reviews here, it seems that poor communication, not poor craftsmanship is to blame. Nothing personal! She was reasonably friendly, just unclear. The company would benefit from giving the office personnel some training in clear communication (for instance, how to explain the timing and the process).
Posted: 11/21/2006 • Last edited: 1/02/2008 • Link to this review
Thank you for your honest, constructive comments. We are constantly working on improving. In the time since this review, our customer service department has gained tremendous experience and has improved dramatically. We look forward to proving this to you in the future and earn 5-Stars! Thank you for your business.