MacFarlane Energy

My heat went out during a 3 day stretch of 8-10 degree temperatures. I called around to several companies that could not be of assistance because I was not a current client as the house and HVAC was new to me. MacFarlane was kind enough to service me. Every energy company was slammed with the low temps but they were able to fit me in within 48 hours. I received a conformation email with a 3 hour window. Two hours into my window I received a text from the tech. with a photo, which I thought was a nice touch. Andrew arrived and was very polite and made me feel very comfortable. He was quick to diagnose the problem and do the repair. He explained everything to me in terms I could understand. The company charges are very competitive and they are very professional. I'm very happy with MacFarlane and I will be calling in the spring for an AC tune up and then the fall for my Furnace tune up. Thank you MacFarlane, I'm a happy customer for life now!

Wish I could have given 0 star! MacFarlane does not do anything to keep their forced customers happy. Especially the tenants who are forced to use MacFarlane services because of their landlords' annual contracts. Although I have cancelled my enrollment on the automatic delivery through their website, they tell me that they never received that and filled my tank without my permission. Although they told me that they were going to pull out the oil they never did and told me that they tried to reach out to me but couldn't which is not the fact! These things are not major and could have easily been resolved with a customer focused approach or a better online system which MacFarlane is clearly lacking. What is the point of having an online system if they are not capable to handle!!! By the way this was not the first time they messed up with online deliveries. The thing that really frustrates me was the behavior of the rudeness of the staff. Mr. PAUL did not hesitate to threaten me over the phone to put this into the court and accused me being . This is completely UNACCEPTABLE. I am so happy that I moved out and don't have to deal with this company anymore. STAY AWAY!

The installers were very professional and did a great job. Brian S, Jason S worked with me to find the best spot to place the outside and inside units. They also had an electrician add the wiring for the units who did a very professional job. The work was done in a few hours and they cleaned up everything. They also explained how to control the system with the remote and how to maintain the system. They also helped me apply for a MassSave rebate and they sent me the forms the next business day. I was extremely pleased with the whole process.

The physical installation was fine - MacFarlane's techs are always very good, which is why I chose to accept a higher quote from them since I trusted their work. The service side was horrible. When I got the bill, it had a different (higher) SEER number than the contract had specified - I had to call to find out that the bill was correct, which meant I was eligible for rebates and 0% interest loans I hadn't applied for. It took weeks to get a corrected contract to submit, and the person in charge, Jim, acted like I was unreasonable to expect speedy correction of a legal document with large financial implications. In all my dealings with him he was condescending and unpleasant, and acted as if I were in the wrong for expecting them to fix their errors. I never did get the %0 loan and it took months more for me to get a large rebate I was owed. When I wrote an email to Mr. MacFarlane complaining, he made lots of excuses for Jim and never made any apology to me even when I asked for one directly. I wouldn't be writing this review if I'd felt like my mistreatment mattered to the head of the company - instead, I'm now looking to switch at the end of this heating season.

The physical installation was fine - MacFarlane's techs are always very good, which is why I chose to accept a higher quote from them since I trusted their work. The service side was horrible. When I got the bill, it had a different (higher) SEER number than the contract had specified - I had to call to find out that the bill was correct, which meant I was eligible for rebates and 0% interest loans I hadn't applied for. It took weeks to get a corrected contract to submit, and the person in charge, Jim, acted like I was unreasonable to expect speedy correction of a legal document with large financial implications. In all my dealings with him he was condescending and unpleasant, and acted as if I were in the wrong for expecting them to fix their errors. I never did get the %0 loan and it took months more for me to get a large rebate I was owed. When I wrote an email to Mr. MacFarlane complaining, he made lots of excuses for Jim and never made any apology to me even when I asked for one directly. I wouldn't be writing this review if I'd felt like my mistreatment mattered to the head of the company - instead, I'm now looking to switch at the end of this heating season.

Great job by caring techs. A company with a heart,

Installation was flawless and the were very clean with not leaving a mess , perfect!

Very Professional and Reasonable Prices.

Al, Joe, Dennis, Jason and team all did a fantastic job on this massive project. They are very professional, and courteous when it came to explaining how the new system works. I would def have them back for any future projects.

They are very good. Their service people are excellent - their office people are okay, great, good. On quality, they are very good.