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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.
Moncrief charged me $84 for the removal of a simple piece of paper that was caught in my HVAC's blower! Neither could they diagnose my HVAC's problem, they couldn't even find the outdoor unit. HVAC issues unresolved and yet I'm $84 poorer. I can't see the logic there.
Posted: 10/24/2006 • Last edited: 1/02/2008 • Link to this review
We charged this customer the minimum for a problem service call. Basically he was charged for 15 minutes of time to remove trash from blower fan to address his noise complaint. He was not charged for the 2 hours we spent with him trying to find his outdoor condensing unit. This was a condo with condensers in large groups on the roof that are not labelled. I have personally worked in this building plenty of times and always have trouble finding the right unit - even in daylight hours! We felt we were more than fair even though we stayed past 8pm on a busy hot summer day. We recommend the HOA contact the developer, who has access to the building drawings whereby the units can be properly labeled to avoid future problems for you and all your neighbors. Furthermore, once we do find the correct system, we etch the condo # into the unit for future identification. We do value your business and hope to have the opportunity to serve you again.
We contracted with this company to install an HVAC unit in our bonus room above the garage, as well as inspect and maintain our entire home system. More than once, they have recommended against more expensive options for repair - options championed by other companies. They were honest about what our home needed, and they did not recommend more than we required. Additionally, Frank Mutz is an incredible person who goes above and beyond in customer service.
Posted: 10/13/2006 • Last edited: 3/11/2008 • Link to this review
Thank you for your wonderful comments. Frank Mutz built this company on customer service and smart, honest recommendations. There are a lot of "latest-greatest" gizmos out there, but Moncrief likes to wait for the dust to settle and stick with tried and true solutions/products/technologies. We look forward to taking care of you for years to come. Thank you for your business!
I setup an appointment for 1pm. Did not hear from them till 2pm (I had to leave work early to be at the house for the tech to show up). Called them @ 2pm, got an answering m/c, left a msg cancelling the appt as they did not even bother to call me about being late. Finally heard from them @ 4pm, and they informed me that the tech had couple of appt.'s before mine and would show up once he was done. I again told them to cancel my appt. Will not use them again.
Posted: 7/07/2006 • Last edited: 1/02/2008 • Link to this review
Thank you for your comments. We obviously need to do a better job communicating our scheduling with you and we are constantly training to improve our customer service skills. We apologize for the misunderstanding. This call was set up as an "after 1PM" call. With all the variables involved, it is impossible to tell you exactly when our technicians will arrive at your home (unless you request a "first call"). Believe me, we all can empathize with the frustration of waiting for a serviceman. In this case, you must have heard us say 1PM and not the after part, which again means we need to be better explaining that to you. We are also able to call a cell phone when we are on the way, so that you do not have to wait at home for us. I truly regret that we wasted your valuable time. We look forward to proving this to you, if you'll give us another chance.
I contacted the company because my ac unit went out and was discovered after I returned from vacation. I received prompt and through service and because of that, I did not use 2 other services who may have performed the job at a cheaper rate. The technician gave me input on how to maintain my system going forward and that was most appreciated
Posted: 6/30/2006 • Last edited: 1/02/2008 • Link to this review
Thank you for your comments! We appreciate your business. Believe me, no one likes to come home from vacation to a surprise! We are glad to have taken care of your problem quickly and effectively. I do want to mention that it is most likely that we were not more expensive than the other companies you contacted. Moncrief quotes up-front labor rates and sends highly trained, NATE Certified, hourly-paid technicians to your home to diagnose and resolve your problems. Most other companies quote an enticingly low "foot-in-the-door" diagnostic fee, but their technicians are paid on commission for repairs/parts sold and are trained to look for "opportunities" to sell. Furthermore, these companies set up internal competitions for highest average ticket sales with bonuses for top earners. Everyone that works at Moncrief treats your home as if it were their mother's home. Our recommendations are not financially motivated. We make our living by taking care of customers time and time again, over many years. It's slow going and old fashioned, but, after 111 years, we know it is the right way to conduct business. We look forward to serving you in the future. If you need anything, please do not hesitate to call.
I called Moncrief after reading the reviews here. I requested hvac service for a rental unit. I also requested the tech call me before preforming any repairs with an estimate. I was never notified about the repairs and had to follow up the next day to learn repairs were already completed. Also was told I had to pay extra because it was a condo (they did not tell me this upfront). I paid for 1 1/2 hrs labor to replace a transformer. Total cost = $350. I had similar work performed a couple years ago (replaced a relay) and it was $150. Overpriced, bad communication, overall bad experience. I will not use them again.
Posted: 5/24/2006 • Last edited: 1/02/2008 • Link to this review
We are sorry that you feel that way, but we appreciate your comments. Obviously, we could have done a better job communicating with you and we constantly strive to get better. We gave this person a $47 refund on the $350 service call to satisfy him. He then used Moncrief again in August 2006, and again complained about the bill - again we issued him a credit. Comparing the two service calls is not an apples-to-apples comparison. There are many factors that go into the cost of a repair. Condos are also more expensive to work in because equipment is not always easily accessible or nearby. Regardless, our technicians are only charging for parts and labor, with no commission for parts/services provided. Meaning, they are not financially motivated to run up a large service ticket - unlike most of our competition. The fact remains, HVAC equipment is not cheap, nor are they always cheap to repair. We also recommend that, if possible, rental property owners make themselves available for the service call so that the technician can directly answer any questions/concerns you may have. I regret that we did not perform per your instructions, admittedly, we dropped the ball on that. We look forward to getting it right for you, if you will give us the chance.
When I set an appointment for them to come out to service my A/C, the woman was very rushed and didn't get my full address.....I had to call back to tell her the condo #. Then she didn't get the correct phone number. This normally wouldn't be a big deal but after 2 hours of waiting for them and missed appointments (I run my own business), I call to find out that they did arrive, couldn't figure out how to get to my door and then left since they couldn't contact me. My condo situation is VERY easy to figure out for someone who takes 5 minutes to actually get out of the car and take a look around. It isn't a gated community with a confusing directory and the numbers are extremely visible. Service was fine once the technician arrived the following day.
Posted: 4/27/2006 • Last edited: 2/12/2008 • Link to this review
Thank you for your comments. I used to live in a condo downtown myself. It's been my experience that some condos may seem to be easy to find for people who live there, but they can be confusing for first time visitors. Especially contractors who are sometimes restricted by parking/vehicle size issues. There is certainly a learning curve with condo access. The customer service problems mentioned are inexcusable. We are constantly striving to get better and will take your comments to heart and learn from them. Had we performed properly there, I have no doubt that the call would have been successful across the board. Moncrief truly regrets wasting your time (and comfort). We do realize your time is very valuable. We look forward to proving to you we are better than this.
Moncrief recently came to my home to repair an a/c problem. In addition to being on time, the technicians were very friendly and knowledgable. Job completed same day. Would definitely do business with this company again
Posted: 3/15/2006 • Last edited: 1/02/2008 • Link to this review
Thank you for your comments. We appreciate your business and look forward to taking care of you in the future.
I just finished and got off the roof woth one of their technicians. I am a licensed HVAC technician, but finding a comapny we trust to take care of our units was turning out to be more work than just doing it ourselves. Heat and AC are a high priority for our line of work. After a bad experience with another company I am just simply greatful to have found Moncrief. We are happy to pay for GOOD service! These guys are professional, talented, and they go above and beyond the call fo duty. They fixed several problems I didn't even have time to find, and they were honest in the process. I would recomend Moncrief to ANYONE. Home or Business, they have TRAINED and skilled technicians and they were NOT trying to SELL us something, they came to fix the problems and offered a fair price, an honest estimae that they stuck to, and SEVERAL of their technicians went on to fix other smaller problems without running the bill up; but instead to make sure we were safe and happy. I can't say enough-we have finally found a company that is worth both this review and praise. Give them your business; they deserve it and they will treat you right. Thank you, Moncrief.
Posted: 2/06/2006 • Last edited: 1/02/2008 • Link to this review
I found Moncrief on Kudzu after needed a new air system for one of our rental homes. They were very knowledgeable about our system and also took a shot at repairing our 20+ year old furnace, though unfortunatley, it was beyond all hope. I would definitely recommend them.
Posted: 12/21/2005 • Last edited: 1/02/2008 • Link to this review
I have used Moncrief three or four times over the years and it's been a pleasure every time. They show up on time, fix problems quickly, and the reps have been friendly and professional. I don't call anyone else anymore. Good job, Moncrief.
Posted: 11/04/2005 • Last edited: 1/02/2008 • Link to this review
These folks showed up when we called tham and got the job done the same day. Reliable and affordaable service. I can name two other HVAC guys who never showed up at all
Posted: 10/30/2005 • Last edited: 1/02/2008 • Link to this review
They came, answered questions and was going to send another rep out with the part that we needed, but then the first guy had the cap and we were good to go. Also complimentary of how well we kept our AC unit. Great guys, have used them twice!
Posted: 4/26/2005 • Last edited: 1/02/2008 • Link to this review
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.