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Our air went out during the night, and I called at 8:30am Saturday (4th of July weekend). A service tech was here at 10:45 to repair my AC. (The company that installed my unit said it would be a week before they could come out.) Moncrief has gained a new customer that is going to tell everyone we know about what a great experience we had. Without a doubt, they will have our future business!
Posted: 7/03/2010 • Link to this review
Wow. Thanks Mrs. Robinson! FYI, customers who purchase their equipment from Moncrief are guaranteed same day service with our Total Comfort Service Plan. With this plan, no matter the weather outside, you'll never have to worry about waiting to have your heat nor air repaired again. Our techs are great folks, so glad you noticed as well. Thanks for the review and have a fantastic day!
I planned my workday around a 4-hour window for my appointment with Moncrief. The window came and went. No call. No show. When I called to ask if the technician was coming, I learned he was busy and couldn't make it. They offered me another window of time and expressed no concern over the missed appointment or the fact that no one called to tell me. Too bad.
Posted: 6/25/2010 • Link to this review
Elizabeth, I would like to apologize for this embarrassing customer service lapse. I assure you, this is a rare and isolated occurrence, which is obviously no excuse. We try very hard to keep customers informed if technicians are running late, and clearly we failed to provide that courtesy to you. I hope you will give us a chance to prove that we do offer exceptional customer service. Regards, Phil.
During the 'heat wave' this month, we needed to replace two of our three air conditioners. Since we still had the downstairs functioning, we had time to shop around and compare estimates. Moncrief should be proud of their customer service department. We were also very impressed with James who helped us with choices and gave us a reasonable estimate. The MAIN reason I decided to write a review was so that Moncrief would realize that they have a STAR EMPLOYEE in their installing technician, Swavek. He was perhaps the hardest worker with the best attitude that I have seen in a long time. Swavek worked in the attic and outside with temps in the high 90's. He installed both huge systems almost single-handedly, worked ALL day and still had a smile on his face when he finished the installation. He is a true asset to the company and a polite young man. We are now enjoying his hard work and are cool again! Our thanks to Moncrief and Swavek!
Posted: 6/21/2010 • Link to this review
We were so happy Moncrief could come to our house so quickly after we discovered there was a problem with our air conditioner and called them to make an appointment. When the technician arrived he immediately located the problem and replaced the bad part (capaciter). He also added some coolant when he discovered it was low. He gave me some tips for maintaining our AC unit and preventing future problems. During this very hot time in the summer we are so thankful to have the AC functioning proberly again. They are also open on Sunday which was great for us. The cost for the part and coolant was very reasonable as was the cost of labor especially for the quality of work we received. My husband and I have made it a goal to recognize and praise quality service when we receive it and that is why I am rating Moncrief on Kudzu.
Posted: 6/17/2010 • Link to this review
My AC went out last night. I had Moncrief out to repair my system a few years ago and so I thought I would call them again. They could not come out till Monday afternoon. Today is Saturday AM. Te receptionist said they do not stock parts for Lennox so they would have to order the part and come out again. This before even diagnosing the problem!
Posted: 6/12/2010 • Link to this review
Moncrief's communications could have and should have been better. We apologize. However,this customer called in on recent Saturday morning. Her call was answered promptly by a live, experienced Moncrief Customer Service Representative without any menu or any hassle. We service all brands including Lennox and stock many parts for all brands including Lennox. However, there are so many parts that are specific to a specific model of each manufacture that it is impossible to stock all parts on a service van. The good news about being in the metro Atlanta area is virtually every manufacture has a parts distributor located here. Therefore most of the time, we can easily and quickly get the required part if Moncrief does not have it in our van or in our warehouse. Of course, we have to live with the fact that most distributors are closed Saturdays and Sundays.
We booked this person for Monday between 2PM and 5PM. We showed up about 5:15. Because we ran late, we did give a discount. Atlanta is experiencing an unusually long heat wave. To give the best service possible, Moncrief personnel are working unbelievably long weeks and long hours, often in very hot conditions -- rooftops, attics, inside houses, and outdoors. Truly we are giving the public our best effort. Prolonged heat waves aside, Moncrief normally can provide same day or next day service.
My husband and I moved to this area 15 years ago. We've used a number of companies to service our air conditioning unit and haven't been pleased with any of them. This is the first time I've dealt with a service person that was professional. He did a thorough check of the unit and spent some time cleaning it out, which has improved its efficiency. He didn't try to sell us a new unit or all kinds of bogus services that the "discount" companies often do. I highly recommend Moncrief and will be using them again.
Posted: 5/11/2010 • Link to this review
Thank you for you comments! We work to establish a long term relationship with all our customers. That is why our check and service is priced up front to include everything you need, instead of foot-in-the-door pricing and up-selling that many of our competitors use.
I am very pleased with the service I received on two occasions from Moncrief. Their technician Larry made the service call both times. For a rental unit in Marietta, he quickly determined the A/C was not working due to a capacitor, which he replaced. While there, he professionally showed me what I needed to do to bring the A/C system within code but didn't try to sell me on additional services. The second time was recently in Roswell where I asked Moncrief to check my home A/C units for the summer. Along with all the normal tests, Larry was very thorough cleaning the A/C unit by removing the housing, cleaning out the leaves and washing the grill. I was very happy both times with the service and glad our neighbors recommended Moncrief.
Posted: 4/13/2010 • Link to this review
Thank you for the review! Our technicians are not paid commission on parts/services sold, therefor you can be assured that recommendations are made solely in your best interest and not for financial self-gain. Unfortunately, this is not the norm in our industry. We look forward to future business with you.
I have always felt comfortable with the knowledge of the techs that have been sent out to service my HVAC. Good response time.
Posted: 11/05/2009 • Link to this review
Thank you for the review! We work very hard to get to our calls quickly and on time.
Dealing with Moncrief is a very pleasant experience. They were able to fix my HVAC and offer suggestions on how to improve my HVAC with no sales pressure. I will continue to call on Moncrief.
Posted: 11/05/2009 • Link to this review
Thank you for the review! Moncrief is always available to help.
I've been in my home for over 25 years and have used many of the well known companies. Moncrief is by far the best and most professional company I have used. They cost a bit more, but as the old saying goes - you get what you pay for.
Posted: 10/29/2009 • Link to this review
Thank you for the kind review! We may seem more expensive, but I would like to point out that we are simply up front with hourly labor rates and service charges. The majority of our industry uses flat-rate pricing, which is all commission based for their techs, and it hides the true costs. Therefore, their technicians are financially motivated to sell lucrative repairs/services. If the guy is a skilled salesman, he will likely leave the house with a big invoice. At Moncrief, being 112 years old, we do business the old fashion way. We are glad you found a home with us.
Last year I needed to purchase a new HVAC unit. I shopped around and while they weren't the cheapest, the price was competitive and they were able to install quickly and around my schedule. The entire staff, from the 'salesperson' to the scheduler to the onsite service technicians, were friendly and professional. I had a small problem about a month after the install due to outside factors, they showed up same day and fixed the problem at no charge just like the warranty promised. They proactively called me to schedule seasonal maintenance that comes with the purchase. Each person they sent, was clean spoke clearly patiently answered any questions and always wore shoe covers in my home. That is not the case with the other heating & air companies I have used in the past.
Posted: 10/13/2009 • Link to this review
Thank you! Our installation prices are a reflection of the higher level of workmanship, service and support we put into every installation. We respond to warranty calls fast because problems can and do come up. The best way to handle them is immediately to limit the inconvenience to our customers. Moncrief does not want to just sell the system and disappear ... we want to work for you for decades to come.
I've used several HVAC servicers in or around Buckhead and finally called Moncrief through a personal recommendation. Phil came out and accurately and quickly diagnosed the issue and corrected it - and the best part: I felt like he was honest with me - trying to save me money but also giving me his best professional opinion. I will be doing business with Moncrief again.
Posted: 8/22/2009 • Link to this review
Hey, that's me! Thank you for the kind review. Let me assure you, myself and my fellow technicians are solely focused on your best interest. It's a Moncrief philosophy that goes to the core of our 112 year old company.
Moncrief's price may be just a little higher than others, however it's worth it. You get qualified installers and excellent service from the headquarters. They offer financing options and give one year complimentary service. Best in Atlanta.
Posted: 7/19/2009 • Link to this review
Thank you!!! We truly believe there is significant value in doing things the right way. The upfront cost will end up saving you time, money and headaches for years to come. We look forward to working with you in the future.
I had a problem with my HVAC system last year when the Atlanta heat really got going. My 4 year old Lenox A/C wasn't keeping up and was blowing 80 degree air so I called Moncrief. On their first visit, the technician was unable to identify the problem. This required a second visit from the supervisor, which I was charged labor for again. Once the supervisor determined the problem there was yet a third visit to install the part. All in all it was $451 for labor ($185, $152 and $114 respectively) and three visits to install a $16 part that was missing in the installation. And now that the heat is on in Atlanta again - almost exactly one year on - my now 5 year old A/C is showing the exact same problem. I will not use this company again for any work or repairs on my HVAC systems.
Posted: 6/29/2009 • Last edited: 4/13/2010 • Link to this review
We do not have enough information to respond directly to this compliant. However, Moncrief stands behind our work. If it was the same problem, we would have fixed it for free the same day this person called. Complaint, warranty, and service agreements get same day service everyday including weekends. This sort of complaint almost always comes from a first time user. Clients who stay with Moncrief come to know that whatever happens, Moncrief will make it right. We regret this individual had a problem this year and did not give Moncrief an opportunity to show that we care. Hopefully, we will get a second chance.
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.