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.
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.
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.
Posted: 7/12/2015 • Link to this review
Called Moncrief late on a Friday night because our air conditioning unit on the second floor was not working. They came out the next day and added freon to the unit. They also checked the other unit, which was in need of freon as well. Happy they repaired the unit rather than replacing. Appreciate the honesty.
Posted: 9/09/2014 • Link to this review
Moncrief came to repair what we thought was a problematic heating system. It turned out to be nothing major. We were only charge a service fee. We are happy with the honesty and professional manner in which they conduct business.
Posted: 12/05/2013 • Link to this review
I must just have bad luck with these guys. I replaced my ac and later my furnace paying way more than what competitors charge because my neighboor recommended them and he said the premium was worh it. Well, the original installation of the AC was a disaster and unfortunately I was not here when they did it. They had to come back and redo it. Later the furnace was not wired correcly, it had to be redone. And if you schedule service, might as well hope you get Comcast to come out, you have a much better chance of them hitting the schedule than these guys. There is no follow-up either after sales or service. The only time you hear from them is when they want to sell you a service contract. Save money, use somebody else
Posted: 6/21/2013 • Link to this review
Purchased two new HVAC Carrier systems a couple years ago. Had problems with one which needed to be replaced since still under warranty. Overall, am happy with end result so far although I did have to push a bit to get company to replace unit. After I did let them know I meant business, they did do the right thing and replace the unit after they ruled out any other issues. Some of their service techs are really good and some only average. I do feel that they need a bit more training with their techs, for example: if a new unit is leaking puron, don't just recharge but find out why it is leaking as this should not happen with a new unit. Overall a really good choice for HVAC service.
Posted: 4/10/2013 • Last edited: 4/19/2013 • Link to this review
Its always nice to have someone working in your home that you trust and enjoy (AND know what they are doing!) Moncrief has done a wonderful job hiring those kinds of people. They have worked very hard for us, and I recommend them highly.
Posted: 10/04/2012 • Link to this review
Whether our technicians, our installers or our customer service representatives, we know that our people are the best in the business. Thank you for noticing & taking the time to post your kind review!
I had Moncrief service my unit after the coils had froze over. The tech from Moncrief was able to fix the freezing but he told me that the expansion valve had a defect/damaged and I should replace that to have the unit run at full strength. At the time I could not afford the repair and settled with the band-aid. Well in calling Moncrief this week (Aug. 2012) they gave me two estimates, to replace the likely issue that was the expansion valve would be $765 and to replace the whole coil unit would be $1355. I shopped around with other companies describing the issue and every 'over the phone' quote was lower. I called Exact Comfort and spoke to David and he was the first and only one who fully admitted that my coil was under warrantee (Rheem 5 year) and could be replaced at NO part cost to me (unlike the attitude of Moncrief and others) and only would entail the labor. He told me that I could replace just the valve or the entire coil at about the same price and by replacing the whole coil would insure a true repair. He quoted me $400. I called Moncrief and asked if they would match a compeditor and they would not move a dime. David (President of Exact Comfort) came out himself and was fantastic and charged me not $1355 but $400!!! I have found a trusted AC guy and would recommend him. (770) 912-0552 Again Moncrief is a great Co. but not $955 more great. I hope Moncrief sees this and works to be more competitive.
Posted: 8/22/2012 • Link to this review
You have our sincere apology that we missed the fact that your coil was under warranty. We always deal with manufacturer suppliers on handling parts, and we should always get the warranty information at that time. Had we priced it with the coil under warranty our price too would have been drastically lower. In this case a mistake was made, and we are sorry that we lost your business because of it. We would love another opportunity to take care of your needs, so you will have a standing offer for a complimentary seasonal preventative maintenance check here at Moncrief. Please email firstname.lastname@example.org so I can review our procedures to find out what happened and eliminate this mistake from happening again. Also, I need to add a note to your customer file about the complimentary service. If you are happy with Exact Comfort, we feel good that you feel good that your HVAC needs are in good hands.
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.
Came out and checked the freon level, and filters, and "washed" the condensors by spraying them with my hose. Said nothing was wrong with my A/C yet charged me $240 for their 20 minutes of being there. Never again!
Posted: 7/25/2012 • Last edited: 5/10/2015 • Link to this review
We were called to the home to address a "no cool" complaint. Upon arrival we found the system cooling to the desired temperature set at the thermostat (74 degrees with an outdoor temperature of 93). The NATE certified technician is a senior service technician with 30 years experience with Moncrief and determined the best course of action to improve cooling would be to clean the AC. At this time of year most outdoor condensers have been running non-stop and we frequently make service calls to homes where everything was working as well as it could mechanically. Restrictions in air flow over the coils can decrease a system's cooling capacity. (think water through a kinked hose) So in this case changing a filter and cleaning the condenser to maximize airflow were the only actions we could take to help improve your cooling. We feel that we did what was best for your system and charged a fair amount. We did not try and sell parts you didn't need or add some arbitrary amount of refrigerant. We also replaced a motor free of charge in 2010 as it was under Moncrief's warranty. We do not get anything back from the motor manufacturer for the labor to diagnose and repair. I would hardly call these the actions of a rip-off company. We feel our rates are fair for the expertise and service we provide. If you do not see the value then we have fallen short and apologize. We will waive whatever amount of this invoice to your satisfaction and agree to go separate ways. We wish this customer the best.