Although, we found the service people to be reliable and efficient and pleasant to deal with; I would absolutely not recommend this company for the following reasons:
McKinnon was going to charge us for an expensive compressor while the compressor was covered under warranty. McKinnon mishandled our billing and double billing for a job they did not complete. McKinnon had absolutely no ability to listen to our complaint of double billing and were unable resolve their obvious mistake in a professional manner. Finally, and most importantly, aside from these above customer relation problems, they charged us over $1,000.00 and did not fix our air conditioner. Our air conditioner is not working.
Before proceeding, please review the company’s several negative Better Business Bureau complaints which have been unanswered by McKinnon.
Below is a detailed account of Mckinnon negligence.
Our LG ductless air conditioner was not working. We called Mckinnon Heating Cooling, to fix it. They had installed our unit. We first believed that our air conditioner was not working because squirrels had chewed through the existing outside lines. Mr. Michael Nepom came out to our house to look at our set up. He gave us options for the complicated repair. We decided on moving the lines inside our third floor office. McKinnon provided us a service quote for this. On the scheduled service day, the service technician Derek, realized the problem was with the compressor. The compressor was leaking and needed to be replaced. Derek told me the compressor was covered under warranty.
When McKinnon called to schedule the compressor replacement they told me that the compressor was not covered under the air conditioner warranty. I found this unbelievable as our air conditioner was only a few years old. I called LG and found out in fact that the compressor was covered under the warranty. I informed Mckinnon, however after several emails and phone calls McKinnon finally agreed that the compressor was covered. The compressor was replaced and our air conditioner was repaired or so we thought.
After the compressor job was completed, we received several invoices from the company. The invoices were not detailed and if they were the costs and the parts for the job didn’t seem right. We were late in paying our bill and began to receive calls inquiring about our payment. In the 11th hour, after threatening to send our delinquent account to collection agency, I realized that McKinnon had double billed us. One bill was for the service quote for moving the lines inside the house which was not done and the second for the replacement of the compressor. The second invoice was correct.
I tried to explain this to Sally in billing dept. Then, I began an email dialogue with the President, Mr. Michael Nepom. I consulted a lawyer as the threat of Small Claims Court was tossed around. Michael did not believe me. He said it was convenient that I discovered this problem at this time and would not look into the billing. I invited him over to my house to look and see that the lines were not moved. He declined and wrote me very several disparaging emails. Our account was sent to his ‘Para-legal/debt collector’.
Believe it or not, this collector was great. He listened and investigated the double billing issue. It was determined that, McKinnon had double billed us. We paid the outstanding invoice for the labour costs of replacing the compressor.
