MacGregor Plumbing & Heating Inc

The technician arrived on time as per scheduling from a week prior. He cleaned and checked the equipment as expected He also.made recommendations for the heating for the home being vacant for a portion of the winter months, and how to get service in case of equipment failure if I wasn't around. He also checked out a AC project I have planned for the spring.

Employee on-time, very professional. Did not try to sell us anything we did not need. Gave us some good recommendations on servicing the unit. Paid a little more than what we paid on other house in Illinois.

Ok the ac works k

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This is the first time we used MacGregor. We called with our emergency and they were out in less than an hour and completed the job in less than hour!

Thank You!

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MacGregor's sold and installed a new furnace and humidifier in 2013.  In the summer of 2014 they added an A/C unit to the furnace.  In February of 2015 the A/C unit malfunctioned in sub-freezing temperatures and caused an ice block in the furnace ducts, eventually causing the furnace to fail.  I called them on a Saturday and they promptly arrived and eventually fixed the problem.  Then I received a bill from them for over $300.  The failure of the A/C and subsequent failure of the furnace was caused by their improper wiring of the equipment to my thermostat.  Since the units were almost new, and since the failure was caused by faulty/borderline negligent workmanship I had expected the service call and repair to be covered by them.  Instead, I received the bill. 
I would expect a local company like MacGregor, especially one that has such long-standing roots in the community, to stand behind their products and workmanship.  Instead, they expected me to bear the cost of their mistakes.

I purchased a very expensive American-On Demand hybrid water heater from MacGregor's several years ago   This winter the external vent pipe froze and the water heater was venting carbon monoxide into the house.  It had no automated shut off (we were saved by Nest Protect) as a safe guard. MacGregor's responded to the service call promptly and fixed the problem.  Even though the water heater was out of warranty Mike Wieman of MacGregor's got involved, discussing the problem with the American Water Heaters.  MacGregor's has replaced the deadly water heater with a new one at no cost to me.  From my discussions with Mike I know MacGregor's has done this same things in several other homes.  In my experience it is rare for a company to stand behind a product to this extent.  I can't say enough good about MacGregor Plumbing and Heating.

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Started off by my pipes freezing, they came out on a Saturday December 14th 2013, turns out the electric heat tape failed and needed to be replaced. He got the water running and told me to leave one tap running at all times, he charged me around 255 dollars just for that trip then the tech told me it would be another 1378 dollars, after I gasped at the price. We agreed and noted on the work order that he would come back out Monday the 16th to finish the work. Monday late afternoon came and I had not heard anything about them coming out to do the work. So I called to ask them about when I can expect him. She said she would call dispatch and let me know. 2 hours passed and still no return phone call, so I called back and they said well we didn't know you wanted us to come out and do the work. I said it is noted right on the work order come back out Monday to complete the work. She said I can't have him out today, well I asked when can I have someone out to complete the work, well we don't have a slot until Friday the 20th, I said I'll take it and book it. Received an e-mail confirmation that they would be coming out. Friday afternoon came and I still had not heard anything, so I called again, well he had something come out and I can't send him out, well when can you send someone? Well I don't have a spot until December 24th, well I asked you don't have anything sooner I would really like to get this done sooner than later. She called me back and well I have an opening at 8 am on the 23rd. I'll take it. I told her the check for service would be taped to the door. They called about 3 o'clock and said he should be there before 5 to do the work. Got home After 5 o clock, the check was still taped to the door, they had not come again. They called on Tuesday the 24th at 8:10 am saying the tech was loading up the material and was on the way. Still never received a call from the tech to let me know he had been there and done the work. Got home and the check was still taped to the door. But someone had been there judging by the footprints in the snow. So I never heard from them, about 30 days later they sent me a bill and charged me 8 more dollars than they quoted me, even though it clearly states on the invoice this is the amount no matter how long the work takes. I know it is only 8 dollars but I live on a tight budget, I did not pay the 8 dollars, they have not sent any other bills looking for it. So overall I think they do good work, but I think they are pretty over priced. I had them out one time before for some minor work and it was quite expensive.

Would I use them again, not if I have to based on this experience with being put off for over 10 days and their prices.

They were great about getting someone out that day which I appreciated. But what they quoted me price wise was three times that when he finished. But not a lot we could do at that point. However when I was experiencing the same problem I had originally reported the very next day I called right back. They couldn't get anyone out that day but said they could come the next morning. They claimed they waived the service fee but still wanted over $200 more. We gave them $100 and I called their customer service the next day. The woman was very nice and told me she would get back with me after talking to the tech. That was over a month ago and I've not heard from her. But I also haven't received another bill. So maybe we are square. I think almost $500 and two trips to unclog a drain line is more than enough. But maybe I have just been very fortunate to not need a plumber much so don't know what's realistic to expect. Bottom line: They were nice but pricey in my opinion. Would I use them again or recommend them. Probably not based on this experience. By the way...I only got service with them the first time because they had serviced the home before under the prior owners. Otherwise they weren't accepting new clients at the time I called.

UPDATE: I was finally contacted on April 2nd regarding my service from MacGregor. The woman was very polite but asked me why I thought I should have had a follow up call. I told her I was expecting one because that was what I was told when I had contacted customer service in the first place. She explained that there was a credit issued to my bill and there was no further balance due for the service. This was the first I learned of this. Even though it took a month to resolve the billing issue I do think MacGregor was concerned with making me happy in the end. So, in all fairness to them I have upgraded their ratings. As a former business owner I understand that sometimes things don't go right with a client and that accommodations need to be made. I appreciate MacGregor's efforts to resolve the situation to my satisfaction. Will I contact them again next time? I'm crossing my fingers there won't be a next time!

Prompt on time and thorough

Came to the rescue! Fair price, quick response, helpful,tidy and respectful to property

They came out the very day I called them. They are very professional and thorough. They always cover their shoes when entering the house.