marvin e. kanze, inc. — Local services in Haverford Township

Very disappointed in my experience with Marvin E. Kanze HVAC. I had high hopes based on positive reviews and local recommendations. I've dealt with terrible communication, conflicting/confusing information from the technician vs. office and I've now wasted a month and still have an HVAC issue.

Edited on 9/20/24 to reply to the response from the owner.

This is absolutely not how the events unfolded. I did initially call the company on 8/20 to schedule an appointment due to an issue with condensation seeming to leak from a vent (which I never indicated was any fault of the company, I simply needed HVAC assistance). I did have an easy experience scheduling the initial consult. They called on 8/21 to confirm the appointment (I missed the call and called back shortly after to confirm.) Justin came to my house on 8/22, looked at the vent, and told me and my husband that there were 2 options for approaching the issue and that one would require cutting access and one would not. He told us that in terms of next steps, the office would reach out to us with proposals for our review in the coming days that we could review prior to deciding if we would cut up our walls or not. He did NOT say that anything would need to be cut prior to supplying a proposal OR that something needed to be scheduled to come back for a secondary assessment. I did not hear anything from the office for over a week. I called on 8/30 to check on the status. The office manager mentioned needing to cut the wall. I did not refuse to allow them to schedule. I expressed confusion since Justin told us something else and I asked for some more information. She said she would check with Justin to get clarification, but that it was his day off. I got a call back 4 business days later on 9/5 but was not given additional information - it was another attempt to schedule cutting with no explanation from Justin about the second option. I had to remind her that we were supposed to be getting to the bottom of that confusion and was told again that Justin would be asked to give more information and they would get back to me. I heard nothing and called back almost 2 weeks later on 9/18 and was told I should receive a call later that day. At that point I told the office manager not to bother, as I've now had to make 3 attempts myself to get in touch with the company and each time I was made to feel like an afterthought that was just remembered once I brought it back up myself. I did not hang up on the office manager - she said goodbye after I expressed my disappointment in the experience.

I feel what speaks volumes for who you really are is the fact that in "investigating the situation," you are now attempting to discredit a customer's experience by dishonestly relaying the situation and implying that I am not telling the truth. I did receive a phone call today (9/20) to "get to the bottom of the 1-star review" but was never once apologized to for my negative experience. I never received any admittance that there may have been a miscommunication/misinformation on any part of the technician, and it was never acknowledged that the issue dragged on this long with such little communication. I stand by my 1-star review and have screenshots of my electronic call log, as well, that I'm happy to provide if there's any question as to the veracity...

I knew of Mr. Kanz as they had, several years ago, completely changed our daughter and Son-in-law's system at their home very near to where my wife and I live. Mr. Kanz was very professional and knowledgeable ( I would actually know as I taught,HVAC among other vocational skills at Olney High School many years ago, before becoming an attorney). His recommendations for the furnace and condenser unit (outside unit) was a lessor expensive set of matching units than I had inquired about as he pointed out that my 40 year old system, I had kept running for 35 years, replaced by a more expensive set would "not" do a "better" job of cooling/heating with the older, too small ducts. The only benefit would have been to his own pocketbook. We accepted his recommendation of the less expensive units. His men were professional and "certified" The job was done on two days only because my wife and I were out of Wynnewood for that particular August weekend so he asked our return time on Monday and actually met us at the house to finish when we arrived home on Monday. I did inspect and it was the "little" things I appreciated. like the quality bends in the refrigerant lines to and from the outside.The care they used to not scratch the new units during installation as any scratches or burning of the outside of the two cabinets while silver soldering the copper connections many times translates into an early rusting cabinet. The re installation of my existing humidifier without trying to up sell a newer one as he determined the old one was working just fine. There was no house damage despite that they had to move the very large and heavy furnace up the basement stairs, through the kitchen, the living room hallway and out the front door. As well, the reverse trip for the new furnace. They protected the wood floor with runners at all times . Although it is only one day as of this writing, since install. It is working perfectly, quietly, with even a better output. Mr. Kanze himself was in and out of the house all the time over the two part days install to make sure the job was being done correctly. Parenthetically, I did meet meet and speak with another company, probably equally competent but went with Kanz. because I knew of their quality work first hand from the install they did for our daughter...

Joff's team is a-ma-ZINGUpon first meeting Joff, you'll love him. He's personable, understanding, and a delight to talk to. He listened to our needs so well and came up with a plan that fit our family needs right away. Not only that, Joff took into consideration our future home renovation plans and strategically worked to accommodate any foreseeable changes. He's a charming and effective leader for his team. All the workers and specialists that came to our home were great. They were courteous and professional. They made sure that we knew each one of their names, even if it was just for the day. They laid down the tarp and wore shoe covers when in the house. The two main workers, Brendan and Ross, spent most of the time with us and we really enjoyed having them in our house. They worked tirelessly, even on the hottest days, in the 100 degree attic, all day to finish the work they needed to do. Brendan was super knowledgeable and skilled. He was so patient in answering all of our questions, walking us through the process, and running things to demonstrate for us. He would be here past a normal work day hours just so he could take care of all our needs, all very pleasantly. It seems that he really enjoys what he does. Joff dropped in constantly to check in with us, hear our concerns or questions, and made sure all of them were addressed and satisfied. We also just really enjoyed chatting with him. A big bonus with Joff is that he is very resourceful and well connected in the field of home renovation. He was generous and kind enough to share connections with us that he had personally encountered and approved. We really appreciated that. Thank you, everyone, for making our new home comfortable...