McNutt Service Group

Nikki F.

Scheduled a pre-season system check on two units in my home. When he arrived, the technician asked me if my systems seemed to be working ok. I explained that they were working fine but that one of the outdoor units was making a louder than normal clicking noise. The technician told me he'd start on the inside work and then go outside to look at the units. After doing some work inside, he went to the outside units. A few minutes later he knocked on my window and told me that the noisy unit had a bad fan. Said it would be over $500 for a new fan PLUS labor. I told him since that unit was 15 years old, maybe I'd be better off with a new one. He said ""I will contact someone to come out and give you a free estimate on a new unit. In the meantime I will finish the tune up on the one unit that is working but I cannot do a tune up on the one that is not."" A short while later he gave me a bill for $247 for TWO tune-ups. I told him that didn't seem right as he only did a tune-up on one. He agreed that he didn't do a tune up on the bad unit and explained that the office told him what to charge me and that he couldn't leave without collecting the full charge for BOTH units. I told him I would have to talk to the person in the office who told him to charge me for labor he did not perform. JOEL answered the phone. I explained why I did not want to pay for a tune up that I didn't get. He told me that he realized that I didn't get a tune up on the broken unit, but that I had scheduled two tune ups so that is what I had to pay for. I was livid and told him that was no way to run a business. He said that he could credit part of the $247 towards a new unit but that they don't carry Trane (which is what both units are), so I'd have to buy Amana. I said that was extortion and I refused to pay for labor that I didn't get and why did he expect me to give his company MORE business when they weren't being ethical on the tune up charges. He got short with me and then hung up. VERY POOR customer service skills. I had a right to be upset - I am the customer. He should be able to handle an upset customer in a better manner than hanging up on them. I asked the technician if there was someone else I could call. He put me through to the office manager Mary. She was polite and courteous and listened to my entire story. She said that she couldn't change my bill however. She said she'd have the service manager Marcus call me. About five minutes later, after standing in my home awkwardly staring at the poor service tech who was ordered not to leave without collecting the $247, the technician called Marcus himself. He explained to Marcus that he wasn't able to do a tune up on both systems as one was not operating. Marcus asked him to hand the phone to me and then proceeded to tell me the same story about how he realized I was being charged for a tune up that I didn't get, but that I MUST pay it. He said not to worry, as they would credit the labor charge for the labor that I didn't receive towards the purchase price of the new unit I would buy from McNutt. I explained that I'd NEVER DO BUSINESS WITH MCNUTT again and that I would make sure I'd get the word out to as many people as possible that they are unethical and cannot be trusted. All four employees that I spoke with, Joel, Morgan, Mary, and Marcus, admitted that I was being charged for labor that wasn't performed but that I was obligated to pay anyway. That is crazy and NO WAY TO RUN A BUSINESS.

Paul N.

terrible service from mcnutt ""service"" group. dena huber, mcnutt agent, testified in court that they did not need to pull a permit to do hvac work in my home, but NC statutes do require them to pull a permit. they dont even know the law, or mislead the court or dont know how to be truthful. avoid them at all costs, or it will cost you!
robert vaughn testified in court that their work was inspected by neil lankford, but if he did inspect their work, he totally missed seeing the bad job, incorrect electrical work and improper installation of humidifier/de-humidifier they did. unbelievable.

James K.

Schedule for my summer air conditioning service was late June after I called to make a appointment. When I first used their service I was called to make appointment.I guess that they would not have even provided the service that I had paid for.