Fred from Mackay Heating and Cooling is always very nice, very neat and tidy, always takes his shoes off while entering the home, very knowledgeable, and takes his time to answer your questions. One thing he did bring up though is that our 10 yr Trane Warranty from 2008 may have changed and that while all parts and labour are still covered, we may now be subject to an Administrative Shipping and Handling Fee for some parts, eg. a ventor assembly may cost us $58.00. Our all-inclusive Warranty coverage from 2008 may not be grandfathered in, and we're not too happy about that. If my ventor assembly does have to be replaced, I don't want to pay a $58.00 Shipping & Handling Fee. I want my 10 yr Trane Warranty to cover all costs while it is under warranty. Can someone from Mackay Heating and Cooling please contact us about this.
- Approximate cost of services:
- $120.00
- Company Response
First, let me thank you very much for the compliment about Fred. Fred has been with Mackay Heating and Cooling for a very long time. If you had been thinking that you were covered for shipping too., this was never the case. Mackays in the past always covered the shipping for the customers. I am not sure if the previous owners were aware that they were absorbing this cost, ( my guess is that they were not!!) The total cost of shipping for warranty parts, is far over $25,000.00 a year!!! We as a business cannot carry that cost at all. Please read the back of the contract, nothing has changed. We will continue to provide as much as we can at Mackay Heating and Cooling , that is far more than our competitors will offer you. An example of this, is that the warranty states, customer must pay overtime rate, over and above what the warranty will provide. We have not charged our customers to come out and yet, we absorb their overtime wage. This is thousands of dollars of work that we still provide and that is a difficult thing to do. If there are any areas of concern other than the one I have addressed here, please give us a shout. I wanted to share this openly with everyone though, because we are a transparent company. Please read the back of the warranty and know that we cover many of the areas that the warranty states we should not. We do all we can, we promise you./Thanking you, from Mackay Heating and Cooling