Murray's Heating & Air Conditioning, MHAC

I reached out to this business based on their great Angie's List ratings, so it was very a disappointing experience to find the company lacks professionalism and customer/ communication skills.

On On 5/22/18 I called Murray's office asking for an estimate on a replacement for both a central air system and a boiler in my home - a good chunk of work. I was initially very pleased when they scheduled an appointment for the estimate for the next morning. On 5/23 the owner showed up, seemed very pleasant and thanked me for the estimate request. While at the visit, I noticed that he did not measure any of my baseboard radiators and did not fully enter the attic space to take measurements or inspect the air handler. Because of the lack of response from Murray's (explained below) I later worked with 2 other companies trying to get estimates, and both of these companies did measurements and a load calculation to confirm my systems were sized correctly. Murray's did not do this.

As the owner was leaving he told me I could expect an estimate via email in the next day or two. After a week had passed, I called the office on 5/31 to ask when I could expect the estimate. The woman on the phone promised me I would get it by noon the next day. After another week had passed, I called the office again on 6/7, asking what was going on. I was told again I would get an estimate by noon the next day. I also sent an email on 6/7 to the email address the owner wrote down on his business card. I summarized who I was, what we talked about and what he had promised to provide an estimate for, included my address and contact info. I confirmed the office had my contact details and address from the initial visit, via phone - thinking maybe something got misplaced or forgotten. Both the call and email went ignored.

I tried one final time to give Murray's my business, and called the office again on 6/13. At this point I was already thinking that I would not be able to trust the business to provide a dependable service, but I was hoping to see if the owner had an explanation for the very poor communication up to this point. When I spoke to the woman in the office, I asked why my calls had gone ignored, and could someone please contact me. She could not give me a reason, but confirmed she had my information already, apologized, and told me she would call the owner right away and that I should expect a call right back. I also sent another email asking the owner to contact me, even if for some reason he did not want the job, so that I could move forward to get the work done somewhere else. This call and email also went ignored.

As of today, it's been a month since the initial visit, with absolutely no response from 3 calls and 2 emails to the business, and multiple promises from their office to send an estimate and return calls. Yes, I even checked my email spam folder. As someone that deals with customer service, I find this to be terrible business practice and I am left confused as to how they ever received Super Service Awards on Angie's List. I could understand a delay during busy season, but I can't get a 5 minute call in over 3 week's time?

I ended up going with another local company that was very quick to get me a reasonable estimate and quickly schedule the work - and most importantly, they ALWAYS return my calls. I will be recommending to others that they avoid Murray's.

We are very happy with their service. We have an older boiler and they came out and fixed it without inflating anything. They encouraged us to have National Grid check for a gas leak. When National Grid shut off our gas because of a leak, Murrays came out the next day and fixed it. Now on the following day, our gas is back on. With how busy the heating places are now, we consider ourselves blessed for this all pulling together so quickly.

We had other HVAC companies come and try to fix our furnace a couple of weeks ago, both of which were unsuccessful in fixing the problem. We were happy to receive a recommendation to contact Murray's. Not only did they fix the issue, they did so with excellent service. I would recommend them highly and plan to use their services in the future.

Our electric boiler went out two weeks ago, and Murray's came through for us. They sent a technician out to get the boiler to limp across the line on a Saturday and loaned us some space-heaters to keep the house liveable. When it came time to do the replacement, the technicians were all very courteous and exceptionally professional.
During the initial quote, I mentioned to Daniel that I was looking to replace the water-heater and A/C down the road as they're both very old. Instead of trying to pitch me on replacements he simply hoped we'd keep them in mind when they broke. He definitely won a customer-for-life.

11/13/19 Update: This is now on file with the Federal Trade Commission (FTC) Since I have it in writing that they guarantee their work for 30 days and they wrongfully billed me for a second visit, which was only 17 days later, then subsequently abused their ability to affect the wrong persons credit score for the next 6-11 years.

9/27/19 Update to my review as promised. BEWARE x 2 at this point in time. Through my Better Business Bureau complaint against them, I have learned that this company records your conversations without your knowledge. It's illegal to do so in many states but not New York. Either way, it's pretty shady to record you without telling you in advance. I 100% told the truth so the recording is useless to them but is yet another clue to the integrity or lack thereof for this company. You decide. Other than that, I'm still working on getting this removed from my credit rating.

BEWARE!!! Terrible experience with this company! My furnace was only blowing heat sporadically. A technician came out and "repaired" the furnace for $198.72. Ten minutes after the man left, the furnace was still doing the same thing. Whatever work he did on the furnace was not the problem. I immediately called them and it took 16 days to get someone to return. Thankfully, we have a gas fireplace that we were able to use to keep the house remotely warm. The second time they were here, more work was done and the problem was still not fixed. However, their recommendation at this time was to disassemble the furnace to clean all the componants at a cost of an additional $400 or consider replacing. The furnace was 15 years old and we had no idea of it's history since we only owned the house for a year. Spending an additional $400 wouldn't make sense. So, now we're out $198.72 and need to replace our furnace. We called around and got estimates and replaced the furnace with a different company. Not only because they didn't offer to refund the almost $200 we had already spent with no results but also the 16 days it took for them to come back. Well, it doesn't end there! Imagine my surprise when a month later I receive a bill for the second visit of $145.80!!! Here is the exact wording on this bogus bill: "THIS BILL WAS HELD FOR 30 DAYS TO MAKE SURE PROBLEM WAS SOLVED, CUSTOMER WAS TOLD THEY WOULD GET CREDIT FOR THIS BILL IF THEY HAD FURNACE REPLACED WITH US WITHIN 30 DAY." I immediately called and spoke with Michelle and told her we wouldn't be paying this bill because they never fixed the furnace. If anything they should be returning the $198.72 that I already paid them for nothing. A month later we received the same bill again with a handwritten note saying "I spoke to you over phone and you stated that Isaac's was replacing your furnace. This bill is past due. Payment is appreciated to void (avoid I assume) being sent to collections. Thank You in advance." Again, I called and told Michelle I would not be paying this bill since they already had almost $200 of my money with nothing to show for it except a recommendation to replace our furnace and now a threat of a collection agency. Well...you guessed it! This shady company sent the bill to Simon's Collection Agency and I disputed the charges in writing. The dispute was completely ignored and this bill for $145.80 is now my one and only Derogatory Mark on my credit score with Equifax that will affect my score for 6-10 years. Bottom line is I still refuse to pay this bill because we don't owe them anything more. They have wrongfully abused their ability to affect someones credit score for many years. The Better Business Bureau told me to contact Murray's Heating & Air Conditioning, LLC and try to work this out before filing a complaint with them. I spoke with Michelle on September 10, 2019 and she said to go ahead and write this review. Here it is. I will continue to update this review in my pursuit of removing this Derogatory Mark off of my credit score. I have complete documentation for this incident if anyone would like to see everything, feel free to contact me.

Mike from Murray's was a GREAT service man.
The day the temperature was in the negatives, I had a bird fall down my chimney into my furnace. The next day it was oddly cold in my house, I proceeded to get into the basement and check the furnace. After about an hour, my husband came down and figured out it was the inducer motor... We didn't know then that there was a bird inside of it. My mother then called Murray's, and a few hours later, Mike was here. At the exact time they said someone would arrive. He then went into my basement, figured out the problem (which was the inducer motor, my husband was correct). Mike then went to go get the part needed, came back, fixed the problem, and 20 minutes later... Its like the problem never existed. My Husband, children, and myself can not thank him enough for fixing our heating problem as quick as he did. He got in and did his job accurately and quickly.

Thank you Mike from Murray's!

I am writing this review today for a few reasons.
1. My boyfriend had posted a bad review on the service we had received from this company. He was not rude or mean on his review. He simply spoke the truth. We had a tech come out to see what was causing this load noise from my boiler. He was a nice person but not experienced enough to come on his own. He had to send pictures over the phone to the manager while speaking with the manager. He then proceed to turn everything off due to the manager stating it was not safe to use. Only by a picture and a phone call.

2. The tech stated that he would follow up with my boyfriend with an invoice with what was wrong and what needed to be fixed so we could setup a time to get the repairs done. 10 days have gone by and no call back , invoice stating why the said it was unsafe or what needed to be done. In the mean while my house still does not have heat with 2 children leaving there.

3. My boyfriend calls the company to get some information and the lady that answers the phone was extremely rude and refused to help or give any information to him. He waiting awhile for the manager to call and he still has not. I had to call them to get some answers. Within 30mins the manager finally reached out to him. By this time my boyfriend had posted the review. When the manager was able to go to my house to take a look at it, the manager had spoken with my boyfriend and stated that he was not even going to come because of the review. He then was rude to myself on the phone also to my boyfriend.

4. After being extremely rude with my boyfriend while he was looking at the boiler. He stated that the owner mostly likely not help is until we remove the bad review. REALLY IS THAT HOW CUSTOMER SERVICE IS NOW.

5. Now that the review was posted . The tech's mother has now started to sent a nasty facebook message on the review he had posted. Who has their mother reach out to customers and say really nasty things to us. She doesnt stop there she has now sent personal text messages to his phone. All because we had spoken the truth on the customer service we had received from this company.

NOT once has the owner reached out to us or commented on his review to see how they can fix this issue. I truly cannot believe the customer service of this company. If we keep getting harassed by this tech's mom will have no choice to take further action.
I do not recommend this company for any type of work.

My wife called me when I was on the way home from work and said she heard a loud noise coming from the basement and then it stopped. I got home, checked the boiler and immediately called Murray’s. It was after hours do the relay service passed my information on and within 15 minutes the tech called me back and was at my house. Mike, the tech, realized he didn’t have the part needed in his truck so he called another tech, Joe, who came over before Mike even finished taking apart what he needed to get to the broken part. Mike and Joe then worked together to fix the boiler for me so that we could have heat. Now only were they prompt but very friendly as well! Heat is back on just in time for this cold winter night. Thank you Mike and Joe for your hard work!

I have used Murray's Heating and Air Conditioning several times. They are always very prompt and call just before they arrive. I am also given a reminder call a day or two before my appointment. Appointments are easy to make by phone. When the representative comes into my home, he is careful to wear booties, especially if the weather is bad. The work done on my furnace and air conditioner is always explained to me before leaving. The representative has always been very courteous and answered any questions I have had concerning my units.

The owner came to my house to look at my furnace because another company said we needed a new one, so this was are second opinion, Dan the owner said I would like to sell you a furnace but all you really need is a cleaning. Thank you for being honest with this young family and saving us thousands of dollars, we look forward to having your company do our work! The guy at my work who said to call you was right on! I to will pass your name on. From Cicero, N.Y, On 11-13-15 his company came to my house and cleaned the furnace top to bottom best cleaning job any company has done. Thank You again.