McNutt Service Group - Arden

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We have a contract with them.

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The contract is around $250 and for that they will come out in any emergency immediately. They are probably on the high side for price but the service and the professionalism it's worth the price.

I would use them again. They are the ones who diagnosed the problem. I got a quote from them and another provider and they were cheaper. It is a great unit and exactly what we wanted. However the installers did not get everything right. The next winter i had water frozen in the heaters so i called them up and they had someone come out. they run the drain holes well. They did not also install a filter but they came out and fixed it. Other than that the price was awesome.

Mc Nutt service was punctual.  We've had  furnace check ups for about 20 years.  Each time others perform the furnace check- up their technicians check the system and change out the filter and nozzle and check the furnace.  McNutt did a check up but left us with a form saying other things needed to be checked and the filter and nozzle needed to be replaced. The notes from the technician were difficult to read.  From this experience, it seems McNutt's system to involve 2 visits.  In all fairness, we had the wrong expectations which were based on experiences from other companies who checked the furnace and did a couple of minor things in one visit. It would have been so easy for the technician to ask if we wanted those other simple things to be done while they were at the house.  We were told we did not have to be at the  house, but were available by phone.  Also, when I called to talk to someone about our experience and what the recommendations the technician made, they have not yet returned our phone call.

They had checked our service in Fall of 2012, saying it was low on Freon, but not to worry for now since winter was coming.  They would recheck in the Spring.  However, due to being low on Freon, our electric bill steadily increased and doubled over the winter.  Spring inspection, we were told it was low on Freon and we might possibly have a leak.  They put one unit of Freon and would come back later to check.  When they arrived about a month later, I was advised I definitely had a leak in the coil and it would have to be replaced.  They called me back with a $1700+ cost to replace coil.  I reminded them that I have a warranty on all the parts, which can be exchanged out with the distributer in Asheville, with no cost to me, except for labor.  I never got a call back.  I called them several times, and was told someone would call me back. No calls were returned.
I finally called another company, Comfort Central in Pisgah.  I explained to the owner of the company, Kevin Schumann what our situation was with McNutt and my concern that we have a unit with an expensive problem and McNutt apparently did not want to work with us and the warranty.  Kevin came out and took quite a while to thoroughly check and recheck everything.  He could not find any leaks, just low Freon.  He loaded the Freon and said he would be back in 30 days to recheck everything.  Thirty days later, the unit is fine, nothing needed to be replaced and my electric bill had already dropped $150.00.   It just needed Freon.  It has been rechecked twice since and has been running fine for the past three months.  My electric bill dropped even more.   We now have a service contract with Comfort Central. 
  
I will never use McNutt again.

First serviceman arrived on time and whet strait to work.
After attempted to diagnose the problem with air conditioner. It appeared that
he had a problem reading a voltage meter. (I would think this to be a basic necessity
in this profession.) His diagnoses was that we had a short in wiring between
service panel and unit. I needed to call in and electrician for repairs. I paid
the bill and he left. After thing about it a few minutes, I thought I know a
little on how electricity works. I own my own business and trouble shout
problems on our machinery all the time. I checked the wires myself and could
not find the same problem. I then recalled the service group. After a lengthily
and agitating conversation with the customer service representative, I got them
to send out another serviceman. The CSR told me I would pay the full service
rate not the discounted rate I had received for the earlier service if he found
the same problem as the first serviceman.
The Second serviceman arrived ahead of time and was very
professional. He went strait to look at the AC unit. Test wires for voltage and
found the same thing I had found earlier. The unit had power to the controls as
it should. He realize there was no voltage to the thermostat. Went up stairs
looked at the thermostat and asked me if I had any batteries. After I got out a
few new batteries he tock the thermostat off the wall replaced the batteries
and the unit started up before he could even get the thermostat back on the
wall.

We were out of town when the service visit was made. The tech added a fraction of a pound of r-22. The visit was $129 and one pound of r-22 was 128. Despite that only a small amount of r-22 was required, we were informed that this was the lowest quantity that could be sold. I called to discuss this and was told someone would be in touch. Never happened.
I also called a competitor and noted that we overpaid significantly.
I have never comparison shopped for this service but would advise others to do so. I am glad we figured out not to use this company again when the problem was simple. It is frustrating to be overcharged. $257 for a little freon is outrageous!

see above

We were told he would be here at 3:00 pm but he showed up at 6:30 pm. The office staff had him drive all over the county as much as 40 miles  between calls. The 3:00 pm appointment was totally unrealistic .They never had the courtesy to let us know he would be late.
He replaced a part for $139 pricy,but  no big deal.
r happenI felt that the following charges were  excessive , They charged $205 to clean the AC coils but then added a charge of $196 for service for 2 hrs. This involves removing the outside jacket and spraying the coils with a cleaner.
On the positive side The tech was very likable , knowledgable and professional.
We have had a service contract with this company for 10 years, it has been the first time the coils were ever cleaned.
excessive
We have a service contract but this will not be renewed.
If you do get service from this group get an estimate in writing. 2nd. get a number for the tech so if they are late and you need to you can reschedule.

Please do yourself a favor - go elsewhere for such a major purchase!
We have never had a resolution from this company, and it seems as if they don't care or even know we exist.

Technician was very polite, on time, and took care of everything that needed to be done.  Great job; would use them again.

Not well. The entire ordeal lasted 37 days when the winter temperatures resulted in "in-house" temperatures in the mid to low 40s. We learned thru the process that McNutt has virtually no parts inventory requiring them to order everything from Texas. The usual turnaround time was 7-10 day to receive each of the parts ordered. The holiday season entered into this, but very little to no effort was expended to have parts overnighted to receive on a timely basis. We saw very little customer focus. Their service people were very courteous, but several misdiagnoses resulted in a prolonged service resolution. I question the expertise of their service personal to work on high efficiency heating equipment. Their office admin staff seemed to lack efficiency that got in the way of resolving our problems.

I have used them for heating, plumbing and electrical. With one exception they were very good. When doing electrical ask for Shane. The other electrical person can not work with women and feels personal schedules should overide my the customers job.  The rest of the people I have used always arrive in uniform and use booties when going in and out of the house. They do a good job and keep my heat pumps running with out any problems. They even caught a problem when the biulder installed the heat pumps he did not put enough freon in them and McNutt found and fixed the problem for me. I would recommend them with the one exception of the electrition.

Furnace stopped working early in the morning of Dec. 26.  Response was prompt and new part was ordered.  Then the really poor service started.  I called on the second day to check on the progress of obtaining the part -- a young woman told me she would check and call back.  At 4:58 I called and was told, by a different person, that it would arrive the next day (Fri.).  On Friday morning I was told it would arrive at noon.  When I hadn't heard anything by 2:30 (and worried about a very cold weekend) I called again to be told no parts had come in.  On Monday I called again --only to find that they were closed (too bad they hadn't mentioned that to me earlier!).  Tues. was New Years Day.  Wednesday at 9:15 I called and was told (politely) that they had too many calls to return to find out about my part then and that the other calls "had priority".  I mentioned that I had been without heat for 7days already and had paid for "priority "for 10 years with their annual service contract., The young woman then said she would call me back in 2 hours with info on the part (had it shipped?  Where was it?  When could I expect it?)  2 1/2 hours later, no return call.  I called and was told that she had "just left a message with the parts person" and hadn't heard back.  I asked her to walk to the parts dept and ask.  She couldn't do that.  I ask to talk to the parts person myself, she said "he doesn't talk to people".  I ask to talk to the senior manager there -- she wasn't sure who that would be but put me on hold to find out.  She came back to say I should talk to Brent -- but he wasn't there.  I ask that he call me. Late that afternoon, having heard nothing, I called back -- the same young woman said that Brent had left a message for me that the part would be on Friday (day 10).  I said to tell him I would like a return call.  He didn't call.  Thursday afternoon she called to tell me the part was in and they would schedule installation the next day.  The next day, after 9 days without heat!  When I objected she found a way to schedule it for that evening.  The technician arrived promptly, installed it quickly and we had heat again (he was the one bright spot in all of this).  I sent a message to Brent to please call me because I thought he should hear this story, if he cares at all about customer service.  I've never heard from him. How you treat long-time customers says a lot about the company.

as above

NOT GOOD

The system is operating according to specifications.

do NOT hires these folks!

See above

This visit turned out to be routine.  All system checks showed normal.  The technician, Eric, cleaned/replaced the filters, and monitored our heat pump operation.  He was conscientious about keeping our house clean as he made his way to the indoor units and thermostats.  We were highly satisfied with the work.

Requested an estimate and they were lowest cost. Installation date was set and installers arrived as planned. Work was completed as agreed upon. Our Trane is traveling down the tracks as smooth as silk.

Well, except I was charged twice for the service due to a new serviceperson not knowing the Angie's list prepay system. McNutt management cleared it all up fast and efficiently.
They explained they get so few Angie's coupons it caused some confusion too.
Johnny (serviceperson) was professional and thorough. However he was a smoker and smelled of it strongly in the house.

rgo)Not a good situation from 2 weeks after the installation until now!