Magic Touch Mechanical

Jason from Magic Touch Mechanical was prompt, knowledgable and courteous. He explained all the work that needed to be done on our fireplace and provided options and recommendations. We have dealt with Jason and Magic Touch in the past and will continue to do so in the future.

We had Magic Touch out yesterday (at Ron Hixson's place in north Phoenix) for both a service and a repair job on Ron's Mitsubishi ductless air unit. We had the BEST technician, Jeremy. Ron commented on how innovative he was and such a good problem solver. I was very impressed with his excellent manners and how conscientious he was to not be bothersome while he worked. Jeremy is a wonderful reflection on your company. Thank you so much for an excellent job.

They showed up on time, showed me they actual numbers the unit was producing before and after they worked in it. I'm very satisfied with the entire process. They were very pro-active with the scheduling and showing up as scheduled. I highly recommend them.

My service guy, Brad, came to evaluate my old air conditioner. He was very helpful and had a lot of experience in HVAC work. He identified the issues with my old AC and helped me decide to repair or replace it.

Mike, from sales, came and advised me of my options for replacement. He did a really good job of explaining what was available to me. I ultimately decided to replace it and I'm glad that I did. Thanks Brad and Mike!!

The installation of the new unit took place on 7-3-19. Darryl and Brad did the work. They arrived on time and quickly went to work. I'm very satisfied with the installation. The new unit works perfectly.

Magic Touch sent a crew to replace my entire AC split system. Over the years many different parts had been replaced but I could no longer take the poor cooling performance and high kWh usage that I faced every day. The crew worked competently and did all the right things that I required. Magic Touch was equal in price to the other contractor I had under consideration but a five-year maintenance promo won me over and sealed the deal. I definitely recommend Magic Touch to anyone looking at a full system replacement.

Lucas came today to do the check-up for our system. We were very impressed with how knowledgeable he was and very thorough in explaining everything to us. We appreciated his professional, friendly and courteous manner. We have been using Magic Touch since 2013 and have never been disappointed in your sevice or technicians.

I was very pleased and impressed with Magic Touch Mechanical. I live on the east coast, thousands of miles away and found some of their blogs and information on line. I e-mailed the company and the owner and president of the company Rich Morgan ,personally took the time to respond the same day with very helpful information. If he could give some free advice and take time to someone thousands of miles away I can only imagine the great service he must provide for customers in his area. Keep up the great work.!!

An excerpt from a much longer letter sent to Magic Touch to which they never responded:

Since having the units installed, your technicians have made more than TWENTY visits to our house to make repairs or to reinstall or rewire some component. Rather than provide us with increased confidence in the product and your company, each of these visits has left us with continually diminished confidence in the systems and their relative installations. Despite most repairs being responded to in a reasonable time and manner, each visit required us to rearrange our schedule so someone was home, usually for over an hour (or more) each time. And every time a repair was made, it always seemed to be someone else’s fault or problem (e.g., “I’m not sure why the other technician did this...” or “The installation was correct, so this must be an issue with Goodman.”). In addition, it always seemed to be a different problem than the previous technician fixed the time before. There have been so many issues, I can hardly remember them all.
Eventually we had had enough. We talked with Rick about even more issues we were having with the units. He sent a technician to get things working and said he would talk with Goodman to see about getting a rep out to our place to inspect the units. Some time later, Rick, Darrell, and the Goodman rep came and took a look at the entire system. From what I could gather, it was a classic finger-pointing match between Magic Touch and Goodman, neither one claiming responsibility for the problems we were experiencing. The Goodman rep tried to reassure us that they stood behind their product and that we were working with a great company (e.g., “Goodman stands behind its products with a ten-year parts warranty for catastrophic system failure.”). The reps from Magic Touch, on the other hand, stated that it was a Goodman issue. Either way, everything seemed in good working order when they left (like it always is after their visits). Rick even said he would talk with the owner about options going forward, something to give us confidence in our choice of Magic Touch and Goodman (i.e., an extended warranty or taking the units back- which we requested and he begrudgingly agreed to ask about).

The following month we saw failure after failure with the unit, thermostat, or some other issues, depending on the visit and technician we speak with (the problem rarely seemed to be something the techs could agree on). As your records will show, some weeks we literally had a Magic Touch Mechanical rep at our house every other day because of some issue - and nobody ever wanted to accept responsibility.
Finally, it was decided that your techs would try and “hard wire” both the unit and thermostat. So for the past 5 months we have had wires taped up around our home and a thermostat taped to the wall. See attached. Although the units appear to be working, it’s difficult to tell whether this is because the problem was fixed or because the units have hardly been running at all throughout the winter. It’s also probably just a matter of time before the freight train startup sound coming from one of the units (which we told Rick about and was never addressed) results in some sort of failure, catastrophic or otherwise. When we called Rick to report back about the hard wiring, it took several attempts before we heard back from him. During the call, he abruptly explained to my wife that it must be our wiring that is the problem; that he would send someone out and give us an estimate; and that we would have to pay out-of-pocket to have the work done! After multiple failures, many hot nights, and an absurd amount of visits, we do not think the rewiring bill should be our responsibility. Everything was working just fine on our old units- it was just time to replace them in anticipation for the future.

Now, when we called them recently to fix the recent issues, they told my wife that they would no longer service our residence.

Jason G was the technician that was assigned to my home through Magic Touch/SRP for the discounted check up on my A/C before the wonderful, but incredibly warm weather starts here in Arizona. He was prompt, gave me a phone call before arrival, explained everything in detail that he was going to perform, and set about his work. He was in the attic, outside, inside over an hour. It was a thorough job! I felt good about his entire visit and would definitely recommend him to others. In addition, I will definitely keep Magic Touch as my go to folks for further assistance or for a new a/c at some point. THANK YOU SO MUCH! Highly Recommend.

I have had nothing but great experiences working with the team at Magic Touch in Mesa, AZ. I work mostly with Michele Morgan and she is great! The staff is professional, highly ethical, and trustworthy. They treat their employees really well and I think that shows in the way the employees treat customers. I fully trust the team at Magic Touch and would highly recommend them to anyone.