Magic Touch Mechanical

Things went quite well for quite a while. Our sales rep, Brandon, was friendly, knowledgeable, professional, and responsive. I thought the price quoted seemed rather high, but due to the exceptional ratings on Angie's List, we decided that you get what you pay for, and we went with Magic Touch. But once we got to the installation portion of the job, the experience went quickly downhill.. The installers didn't know they were supposed to install all new vent covers (registers?) in each room and so didn't have any for us and told me they were not included in the cost we'd been charged (Actually, they were listed, right there on the estimate, I swear!). The installers also informed me, on the day of installation, that they wouldn't be installing an extra vent in our upstairs office, they couldn't do it and didn't know anything about it--this had been planned to correct the fact that that room is always too hot. We had presented this "problem room" as a major issue from the beginning that we wanted resolved, and we were told this extra vent would solve the problem. All of these issues required many phone calls back and forth as the installation was going on, between me and the sales rep, the sales rep and the installers, then calls back to me. Despite all this, the A/C did get completely installed (minus the extra office vent). Not smooth sailing for sure, but work like this can be complicated when it gets down to it, I realize that. However, the follow-up that was necessary on my part after the fact was simply astonishing. I had to email/call the sales rep many, many times, to try to get the job completed. Lest it sounds like I'm expecting too much, here are some specifics: The registers were finally installed in OCTOBER (the A/.C was installed in July), and only after many many emails, calls and explanations, misfires, and one rude employee who bad-mouthed the company. The "year's supply of air filters" we were promised by the sales rep never appeared. The alternate thermostat that we were promised (the numbers on the one they installed are too small to read comfortably) never appeared. The price adjustment that our sales rep had promised us for various issues became a nightmare, with complicated explanations about how the cost had really already been deducted from the original estimate, and more. The "air balance" to make sure the house is uniformly hot or cold never happened. Of course I should have taken this to a higher level--but frankly, I got so disgusted with the whole thing, that I just didn't have any energy left to make even more calls about it all, and I just moved on. I had called and sent (friendly!) email after email, for months, reminding our rep of the outstanding matters, and always asking for the status of everything as well as an explanation; I got some responses here and there with explanations and excuses--some satisfactory, most not. After a while, however, I stopped getting responses. I sent my last communication on Dec 31 (FIVE MONTHS after the installation). And got no response. After that, I really planned to contact the head of the company, but frankly, just dreaded the whole thing and never got around to it. We're now using another company to install the extra vent in the upstairs office. Because you know what? It's still too hot in there!! So I'll not be recommending Magic Touch to anyone. So sad, because Brandon was a delight to work with for so long. In fact, he was so great, I suspected something may have been wrong, but he didn't respond to my concerns about that, either. You live, you learn; sometimes you DON'T get what you pay for. UPDATE: The president of Magic Touch has called with his sincere apology. I do appreciate that. But the fact that the company was so unhappy with Brandon that they fired him, and yet they failed to contact any of his clients to make sure they had been well taken care of was not impressive.

I spent $10000 on that unit. They were great. Their service was great. They had a service technician come out first and diagnose the problem. He was very professional and then we met the salesperson and he was great. They just took a lot of time. Their follow up was really good, their quality inspection was good and I can’t say enough of them. They were not the cheapest.

We weren't getting cool air during the day and then we found water leaking from our air conditioning unit through our ceiling. This was an emergency call. We were told a technician would be at our door in 45 minutes. He arrived in 30. He was professional and courteous and solved the problem quickly. Another company a year ago told us that this same unit was in terrible condition and needed to be replaced. We were afraid we were going to be facing a huge expense. This technician said the unit is fine. It just needed to be serviced. We're thrilled! We'll definitely be calling this company for our future service needs. And when the time comes that we do need a new unit, we'll buy from them. We feel like we can trust what they say.

I met with the salesman several weeks ago. He was extremely knowledgeable about the systems they offered, did a great job calculating the necessary system for my house (using a necessary, "Manual J Load Calculation" - if your provider doesn't do this, don't use them), and made honest suggestions about what can be done to set up the system correctly. He gave me several options for systems, from the minimum to top of the line. He also gave me several suggestions for improvements that could be made to increase the efficiency of my heating and cooling. Some services were offered by the company and others were just ideas to improve the efficiency of my home. The company performed a duct leakage test a few days before the install. The technician was really nice, did his work efficiently, and tried to keep the time when the system was off to a minimum. It took about an hour for my 1500 sq ft home. He explained his results and what I should expect from their repairs. The install was completed two days ago. It took longer overall than expected because one of the technicians got heat exhaustion, unfortunately. They sent out three additional technicians as soon as they could. Once they arrived the job was finished up within two hours. They cleaned up their work area really well, having put down tarps to keep everything clean, there was not much to clean up. I inspected their work on the roof and in the attic and from what I can tell they did an excellent job. Everything was cleanly installed and rewired. All duct joints were sealed inside where possible, or outside if not. They did not use Duct tape to seal anything, but rather a paint on sealant that is a lot more effective and lasts much longer. I'm scheduling the duct test out to verify their work in the next few days. I have no doubt it will come out significantly better than when we started. The system is already keeping my house much more stable overall. The old unit didn't have any problems cooling, but there were hot spots in certain rooms. That seems to be gone now, which is awesome.

A/C stopped cooling Thursday evening. I called Magic Touch at 7:30 a.m.. They said they would come between 11a.m and 1p.m.. Troy called at 12 noon to say he'd be there at 12:45. He arrived right on time. As he worked he explained everything he was checking and what needed replacement. Then he would show me what it would cost to replace each item as he checked. He was very polite and professional and completed everything in about 30 minutes.

Price; I can remember my husband saying that's expensive. I'm not sure whether that is in context with looking at somebody else and saying they will provide it cheaper. We would use their services in the future.

Overall the experience was very satisfactory. They were one of 5 bids that we received to complete this job. They were not the lowest bidder, but their years of experience and professionalism sold me. The were professional, honest, and answered all of my questions and addressed any concerns. Their crew left my attic/garage/side yard in spotless condition. When we had some problems with the system after a few weeks, they were incredibly prompt in responding, and worked until the situation was resolved.

We replaced an aging(15 yrs) and ailing heat pump package unit with a new system. The estimator made several trips to our house to measure, document and recommend a replacement system. Installation day came and the wrong unit was delivered-it was not what had been described to us when we signed the contract. MTM assured us that this was actually a better unit and they could still install it to our satisfaction-they would do what it took to make us happy. They also offered a substantial discount as this was not the unit we had agreed on. In the weeks since the new unit was installed we have thoroughly enjoyed it and are very glad we chose MTM as our contractor. No other company showed us the level of interest and commitment that MTM did. They truly mean it when they say they will do what it takes to make the customer happy. We would absolutely recommend MTM to anyone who needs AC services!

Magic Touch followed up initially within 1 hour to setup an appointment. Their technician, who was very professional and obviously well skilled, also called before he arrived to let me know that he would be on time or slightly early. He spent approximately 2 hours looking at the units, both outside and in the attic, taking performance measurements and diagnosing overall performance. Magic Touch recommended some minor repairs to keep the AC units operating at peak performance and also provided some general guidelines about how to improve efficiency and generally keep cool while not breaking the bank! Before doing any work, Sam provided detailed summaries of his findings, showed us exactly what the cost would be to make the repairs, and after receiving our approval, made the repairs quickly. He was considerate of the household since he was working in one bathroom and in the master bedroom to access the attic, covered his shoes with shoe covers to protect the flooring, and did his best to minimize the cleanup and inconvenience. I have lived in the East Valley for 6 years and have used some of the "BIG" firms who have the fancy advertising and funny commercials on the TV to diagnose and repair my HVAC systems, and I have been generally disappointed with their services and concern. They have been mostly interested in trying to sell or install new systems or add-ons to the existing systems rather than providing preventive or corrective maintenance services. Magic Touch recognized that we were not interested in replacement units at this time, but we will certainly consider them strongly in the future when our need for new units is imminent. This was another excellent experience and I would recommend Magic Touch based on their professionalism, punctuality, follow-up and follow-through, and good value in comparison to similar service providers.

The drain pan and filter frame (or return grille) were missing from the internal air conditioning unit on the condo that we had just purchased. It also required a custom made filter. The A/C manufacturer for this unit is out of business and these parts could not be provided. Magic Touch had the return grille custom made to include providing the capability to use a standard filter that can be purchased from any supplier. The grille was done perfectly, the technician was very professional, and everything was done on time.

Came out soon after call for annual checkup. Gave me a 4 hour time frame and called when about 20 minutes away. Arrived as advised. Explained thoroughly the readings on the capacitors and why it was suggested they be replaced (did not pressure about replacement, just suggested). I was convinced that it would be best to replace the capacitors before they fail. The unit had been occasionally making a loud rumble at startup for quite some time. Installed a quick start kit (compressor saver) which stopped the rumbling. Explained that wear can cause rumbling as the unit ages. Blake H was the technician. He was very thorough and explained what he was doing in understandable language. I would highly recommend using this company.

Overall, they were incredibly professional. The estimator did an amazing job and the installers were very courteous, confident, and kept everything clean.

I spent about $70 and all that included a check on the furnace and I presumed that they would do a yearly maintenance. Unlike the company that I used in the past to check my furnace also serviced it for the year, he did not do that, so I was a little disappointed. They had really good reviews on the list and that was one reason I picked them. I thought by using them it would probably cost a little less than my previous company. They brought up a lot of things that should have been done and I thought that my previous company that came by every year and if there was something that needed to be done he would have told me about it. When I had my previous company come back and check it, they said that these things did not need to be done, so all this company did was tell me that things needed to be done and if I wanted to have it done I would have to reschedule. I don’t understand because they had good reviews on the list and their service is probably great, but I was just disappointed because I thought they were going to service the unit. My experience was good and it was just that I felt they were really pushy and was trying to promote work. The guy’s attitude was okay.

Job was done satisfactorily but one of the two installers was overly familiar and presumptions (used my ladder without permission, washed up in kitchen sink without asking, etc)

Saturday morning we woke up to our upstairs A/C unit not blowing cold air. We contacted several companies open 7 days a week on Angie's List and Magic Touch was the only one who answered the phone. Our concern was taken over the phone and the service rep called us back within 10 minutes to give us an estimated arrival time. We were given a noon to 4pm window and told we would be contacted 1/2 hour before arrival. At almost noon exactly we were contacted by Jack, the service rep, and told when he would arrive. He arrived promptly on time. He was quick to diagnose the part that failed in our A/C unit and had the part on hand. He replaced and was done with the work within 45 minutes. It was a great experience overall and we would definitely use again and recommend.

I bought my home in October. The previous occupants were renters who may not have realized that the AC needed service regularly. My air conditioner was shutting down and forcing hot air through the house. I called Magic Touch and they responded that same day. The gentleman that came did a thorough check on the AC system and noted that it could be one or more of several things and rather than recommending a new unit or total replacement of multiple parts, he started with one thing, then checked to see how the system worked. If that wasn't it, he planned to remove that part and work with another. He got it right the first time, added coolant, and the unit has been working fine since then. He didn't make any sales pitch to replace the unit. He was competent, professional, and friendly.

Brandon from Magic Touch came out to our home to give us a quote and information on helping cool down our extremely hot garage. He explained my options for service. Upon completing his explanations he was getting ready to leave and I informed him of the type of service I wanted and he said.... call and we'll set it up. Well, after many e-mails and phone calls it became evident to me that this company didn't want my smaller potatoes (money). I was avoided, lied to and just plainly ignored. Brandon did say the reason for the delays were due to scheduling issues and the smallness of the job. However, I grew concerned after 4 weeks of waiting to hear from them. So I contacted Brandon and he assured me that it would get scheduled and that they would be in contact soon to set up an appointment. Well, they were here on May 28, 2010 and it is now August 10, 2010 and I haven't heard from this company. Very unprofessional customer service, I would never refer anyone I know to this company.

The Installers were great...very customer oriented. Unfortunately the stand that the A/C was to sit on did not meet specifications and had to be redone. At first, the install manager insisted on charging me, which I did not agree to. It all worked out by the end of the day with no charges and a good install job. Also had to call them a day later to return and install the correct thermostat.

The young man, Jack, was extremely unprofessional.. When i asked him about following the SRP service he had been hired to do, he replied that his time was too valuable and that I would have to pay him extra if i wanted him to do it all. He began to shout at me that I either let him do what he came to do or let him go. He refused to let me talk to his manager or to SRP to make sure I had the correct information about the service.

They are very professional and come highly recommended. I have a 2-year maintenance contract with them and it wasn't very expensive.

Over all I was happy withe the experience.

We liked the sales person--he was low key and no pressure. He made sure we got the maximum deductions from the electric co. and the government. He also made good, logical, cost-saving recommendations. The office staff (when you phone in) is very nice and makes things happen quickly. The young men who installed the units were polite. They took time to explain everything and were mindful of my wiley little Shih Tzu, who likes to try to escape. We had one prior dealing with Magic Touch before we gave them this big job, and we were so impressed with their honesty that we gave them our business for unit replacement.

Their sales rep, Greg, came to the house, listened to all my concerns and questions, and proceeded up to the attic and roof, where he took pictures of my deteriorating ducts and explained why they were in that condition and the resulting affects on the efficiency of heating and cooling. He measured square footage and window area and did the computations to make sure I would have adequate BTU's to do the job. He explained what the process would be and gave me a better price than my first estimate with a competitor. After that, everything went as smooth as could be. Their staff is efficient and friendly and I just wish every business I deal with had the customer friendly attitude of Magic Touch. I would recommend them to everyone.

They were prompt and professional. They were great! We had no complaints. The guys were there when they were supposed to be.

Greg (sales) was over the next day to provide estimates. He performed a surprisingly thorough examination of the existing system and house overall, pointing out other issues that could be addressed. One was the old unit was L-O-U-D, just the sound of the air handler running was enough to drown out normal conversational voices in two rooms. Second, the original builder had done a somewhat shoddy installation job to begin with, as the air handler intake was common to an open unlivable space that was much warmer than the house intake. Third, there was an additional room off the garage that was unconditioned but could easily be added on with ductwork through this same open unlivable space. Greg gave us five systems to choose from and detailed different discounts and vendor incentives. He also quoted the materials and labor to address the loudness and the unconditioned space (which was very reasonable). We don't do well deciding stuff on the spot so we took a day to respond, this was not a problem--no pressure etc. The only downside was that it would be a week's wait for the job. On the day of the job, Enrique and Guy arrived on time and ready. They were quiet and clean. Job was quoted as all day, but they were done around 2:30pm. They showed me all the equipment, how it was going together, what items were being done specifically for noise abatement. Added pluses: - I recalled that Greg had quoted bar grilles for the air return, as they were quieter than the existing stamped grille. But it was not explicitly shown on the invoice, and Enrique & Guy didn't have them on the truck. A call to Greg was immediately returned (as I was leaving the voicemail, in fact!) and the situation remedied with no hassle. - The night before the job date, the upstairs heat pump started draining condensation out of the emergency drain port. Enrique went into the attic, took care of the problem (a simple clog), and showed me how to do it in the future. Definitely above and beyond the call! We have been very satisfied with our new unit and installation. The unit and the installation extras really quieted down the air handler, and the previously unconditioned room is very comfortable (it had regularly reached 90F during July). We will be replacing the upstairs unit this winter (it hasn't failed yet, but it's 15 years old) and I will ask for Guy and Enrique. They were great, and dealing with Magic Touch was great. No hesitation in recommending them for any A/C work!