Matz-Rightway

We’ve had a service contract and they’ve done some additional work. They were pretty good when Phil Rush was there but he is gone and they’re falling apart. Multiple emails unanswered and they made a bunch of mistakes and seems to have lost all coordination. I was told some company named “Service Experts” acquired them but one can’t find info on that online. They had a strong reputation but suspect they’ve lost lots of employees because their e-mail inbox is now a black hole, even for maintenance customers. Sad. And agree w the other reviewer — they didn’t perform some of what they promised on the service contract. Awful.

BEWARE OF THIS BUSINESS! I was a Matz-Rightway customer with an annual maintenance contract for years. When my AC went out during a heat wave and I needed their help, they weren't there for me-- unresponsive, unprofessional, couldn't schedule a date to replace my AC, leaving me with a house full of guests and no AC. WORSE STILL, when I hired another company (who immediately solved my problem in a way Matz-Rightway couldn't), I learned that Matz-Rightway seemed to have been defrauding me-- they had been collecting my money but hadn't been performing the annual maintenance I'd been paying for. The filters hadn't been changed, the condensor coils hadn't been cleaned, parts in the condensor had broken down and not replaced, etc. My experience: Matz-Rightway is neither trustworthy nor competent.

First tech, Matt, was much more interested in the music playing, the decor of my house and the fireplace - than he was with performing his job.  He went into crawl space, got the furnace running and said there was no issue.  Meanwhile, there is a noxious, acrid smell that I'd never had in 13 years.  I also alerted him to the fact that when I awoke to no heat coming from floor in the morning, I could still hear the furnace running and that when I turned it off manually, it continued to run for 3 1/2 hrs.  He said 'maybe I needed batteries in the thermos'.  He also asked me to remove the filter and inspect it - which though I was shocked that he wasn't doing HIS job, I did it anyway, despite telling him his company changed out the filters recently and they would be clean.  I refused to the filter back when he asked me to.  Additionally, he told me to come out to the truck so he could give me an invoice.  I told him to go prepare the invoice and come back to the house.  One word - LAZY!
We went outside to look at the flue pipe - white smoke or condensation was billowing out - and the smell was terrible. He said 
I had just never noticed this before, that it was normal combustion.  He leaves.
I nervously drive to NYC that night - next morning the person caring for my pets called to say there was no heat.
I called Matz-Rightway and was told they could send someone the next day.  I said I wasn't comfortable with that - that it was GAS, dangerous, and that I was terrified of a fire or explosion.  Manager finally agreed and sent tech #2 later that same day.
He got it running, like the first guy and said there was no problem.  Huh?  Then why does it keep failing?  What is that noxious smell?  Oh, probably the thermostat.  He changed the batteries - no difference. 
 He was about to leave but I told him in no uncertain terms that he could not leave my house without identifying the problem (mind you, I am managing this by phone as I am not there).  I told him to go outside and look at the flue pipe.  He called me back in 2 minutes and said I was right - and that I was minutes away from a massive fire.  All the pipes around the furnace had melted and it was getting ready to blow.  The pictures were horrifying.  HOW COULD 2 TECHS in 24 hours FAIL TO SEE THESE PIPES?  CONNECTED RIGHT AT THE FURNACE - NOT HIDDEN.  How could that acrid smell NOT ALARM THEM??  He condemned the system and shut it down.  
I called the manager to complain and she actually thanked me for being demanding and insistent with her tech.  ???  NOT MY JOB!  Further, they said they would be in touch first thing the following morning with an estimate and schedule to get a new system running asap as I had no heat and it is very cold out.   I HAVE NOT HEARD FROM MATZ-RIGHTWAY since that evening.  NO FOLLOWUP.  Not that I would EVER let them on my property again, but you would think, that after their NEGLIGENCE nearly caused me to lose my house to a fire, with my pets trapped in side, there would be some LOVE the next day.
I have virtually no neighbors in the winter - and little to no traffic on this road in the winter.  This tech would have left had I been more agreeable and confident with his 'professional' opinion - and my house would have burned to the ground, killing my pets as well. 
DO NOT USE MATZ-RIGHTWAY UNDER ANY CIRCUMSTANCE.

The problem seems to be with the central office. Each time a new person was sent they had no idea what had been done before and had to start from scratch to diagnose the problem. So, for example,  the fourth guy tried to replace a part that had already been replaced by the second guy.  Twice, they said I'd get a call when the next part came  in, but I had to call only to find out that the part had been sitting there but then I was told that they wouldn't have someone to come out to put it in until the next week. And to make matters worse, I told the woman who answers their phones to please use my cell phone to contact me and she would yes me to death, but they continued to use the first number they had on file and couldn't seem to use my cell phone. However, once they nsisted that they had called my cell phone to let me know they were on their way, when clearly they hadn't. Each of the guys who came to our house was very nice and seemed to know what he was doing, but it seemed they were not given any information about what had been done before they got there. It was very frustrating dealing with the people in their office.

I called them about a tune up for my central a/c system they said it would be 99.99 plus the filter cost. When they showed up they did not have the right size filter , they said they would come back to put the filter in at just the cost of the filter since I already paid for the service call. When they called back they gave me a price of $170.00 to put in a filter or $850.00 for the uv kit and filter. I looked up the prices of the filters , the most expensive filter I could find was $100.00 , the uv kit cost $200.00. So not only are the charging me for a service call and filter , but if I want the uv system the are completely raping me. VERY DISHONEST , PLEASE DO NOT USE THEM , TRY ANOTHER SERVICE PROVIDER.

The crew was very personable and they always meet their commitments. They come out when they tell me they will and get finished when they tell me they will.

They arrived when they said they would and worked real hard for a day and a half. They provided the best quality plumbing that I have ever seen. They installed the furnace and cleaned up. If I had a question or problem they came right over. This was the most expensive furnace, but they do have other options.

I THOUGHT MY SERVICE WITH THIS COMPANY WAS GOOD. THEY WERE VERY PROMPT ON THEIR ARRIVAL TIME. HE CAME AND INSTALLED A STAINLESS STEEL TUBE FROM THE CHIMNEY TO THE BOILER. HE DID A WONDERFUL JOB.