Reviews

01/13/25 I called Moncrief to get a quote on maintenance for units we purchased from Moncrief. I asked what was included and was directed to the company website for the list of 20 items included in maintenance services. I inquired if filter changes were included, I was told yes. The *** looked up our records to verify our equipment & give a quote of $268 for both units.On 1/14/25 A **** at Moncrief called to follow up and inquire if I was ready to schedule for service. I confirmed the price with the ***. of $268 & scheduled for 1/16. On 1/16/25 the tech arrived & told me that he didnt have one of the filters. I asked if he should continue, which he did. I enquired if another visit would need to be scheduled and if I would be charged for an additional visit since he did not have the filters for both units. He said I would need to call customer service to discuss that and he did not know the answer. He also explained to me that the filters I needed were special 4 inch filters and were expensive. He completed the services without ***lacing filters. Prior to the tech leaving our home he informed me that I could purchase the filters on *************** could find out how to install filters on *******. I called the customer service department to inquire about why I was not told that the filters were not included in the price quoted and why filter changes were listed on their website. I was given an apology for their ***resentative not giving me complete information. I requested for either a refund or have the filters supplied and installed by the technician. I was told that they were again sorry for the misinformation, but they could not do that. I then requested to speak to a supervisor.The supervisor called me back and explained that I would not get a refund and they would not supply the filters. They gave me the option to buy my own filters and they would then install them for me. On 1/23 I emailed both **** ************ **** with no ***ly.

Mr. ************ you for sharing your feedback. We sincerely apologize for any misunderstandings regarding the details of your maintenance appointment. We value your business and are committed to providing the best possible service without confusion or unnecessary delays.After your interaction with our supervisor, I reached out to you on January 20, 2025, at 3:30 PM to discuss a resolution for the issue you reported and I left a voicemail requesting you to contact me directly. Fortunately, since then, we were able to connect and reach a mutual resolution.We truly appreciate you being a valued customer of ************************** **************************** and we look forward to continuing our business relationship for years to ********* regards,*. ****** Manager, Customer Service ************************** Home Hardware Home Services