I asked Mackenzie Heating and Cooling to provide a quote for a Mitsubishi split AC system for my log cabin. I spent a good deal of time discussing what I wanted with the sales manager, Karl Lundorf. I was very specific and repetitive with the detail that I want a brown colored product for the tubing cover, to match my cedar log cabin.
Karl visited a second time to discuss placement of the exchange and condenser, as well as complete the paperwork. The quote I was provided did not specify color, but based on our discussions and Karl stating that he understood what I wanted, I moved forward with the assumption that I would be getting what I expected. We reviewed the placement of the exchange/vent (high in a room with vaulted ceiling, and Karl provided me a hangar that I needed to install.
On the day of the install, the installers commented that they had no idea the unit was being installed so high, and that they didn't have a tall enough ladder. As they unpacked the tubing for the outside, I saw that it was bright white, and told them I was expecting brown. They called Karl, and he told the crew that this was a surprise to him. They gave me the phone and Karl told me that we never discussed the color of the tubing, that I was probably mistaking our discussion with one from another provider from whom I got a quote, that no one ever orders it on brown, and that it would be difficult to do. He was defensive and demeaning, and dismissive of what I wanted. I handed the phone back to the installers and said that I did not want to talk to that man (Karl) again, as he was an insulting moron.
Instead of reaching out to me to better understand what I wanted and offering helpful solutions to resolve the issue, Karl followed up with an unprofessional email further insulting me by telling me I was immature, and that I was welcome to take my business elsewhere. I told him he needed to complete the project as provided in the quote that I had already signed, and that I would hold him to the standard of professionalism. He complained that the color was, and hard to find as well as expensive, but within two days they had the correct color I asked for, for a mere $125 additional fee. This issue was fully resolved by Karl paying attention and doing what was asked of him in the first place, with a mere 2 days effort to locate and procure the parts ad a small additional fee. I had to have my time wasted and endure poor service and insulting behavior because I called this person out on their mistake.
Karl further insulted me by telling me that my issue with the placement of the exchange being very high (and the crew being unprepared by not having a ladder high enough), was my fault because I chose the placement. However, we looked at the placement together and he knew that the unit would be placed high; the issue was that he clearly failed to do a thorough job by communicating with the installers. They were so unprepared that I had to use one of my ladders, and help they lift the unit so that they could install the exchange.
I did write to the owner (Scott Mackenzie) and explained the situation. While he was kind enough to respond, he did state that "The Technicians receive photos and diagrams from Karl with the Install instructions, they review and load the stock and tools required for the job. Based on the location in the photos they assumed the ladder they had would be sufficient." This is clearly inaccurate because the very first thing the installers said was that they didn't even know the room was two stories high (we have vaulted ceilings). If they saw pictures, they would have known the ceilings were vaulted.
Scott also commented that, "Calling someone immature after telling our installing technicians he's a "insulting moron" was probably a reasonable response."
I would suggest that if your primary concerns for an AC install are quality of the product and the installation, Mackenzie Heating and Cooling may be an appropriate dealer. However, if you think that you deserve professionalism and accountability from start to finish, clear expectations from the sales manager and a company that is willing to rally around making sure those expectations are met and that you are not insulted by them when they make a mistake, or if you think physically assisting in the install because of a sales manager's poor planning and communication is not appropriate, you may wish to find someone that can better meet your expectations. read more
