McNally's Heating and Cooling — Local services in St. Charles

The GOLD STANDARD of a service company. This is what McNally’s IS. They installed a Space Pak AC system into our almost 70 year old home that had no AC or ducting for AC. From the first meeting with Craig, the sales manager, to a second meeting and discussion with Larry, the operations manager, it was an easy decision to hire McNally’s to perform this major undertaking. Plus, they had EXPERIENCE, hundreds of experiences, doing the work they do. Yet it was Jeff and Manny, the first contacts of the team of installers, that truly carried the torch of the Gold Standard. On the first day of the job, Jeff and Manny arrived at our front door, at the EXACT time they were scheduled to arrive. Their politeness and regard for our home was unmatched in our service experience. Jeff began the first day introduction by providing us with a summary, a road map, of what the next few days would look like for our installation. In other words, they set our expectations of what was to happen. No service company has ever done this and the road map was on-point, never ventured out of the initial summary. Jeff and Manny were then joined by other fantastic team members, Matt, another team lead, Paul, and Steve, all knowledgeable, and polite and incredible workers. Let’s talk about work ethic. These guys were the hardest workers, never seen anything like it by every single team member. They got the job done in 4 days when we thought it may take 6. Let’s also talk about construction mess and cleanup. How much cleanup and mess is there with a project like this? We imagined it to be a hornet’s nest of dust that would take weeks to clean up. But hey, that is part of any big project, and getting central AC was worth it to us. We were wrong. McNally’s is so great at what they do, there was virtually nothing more than a light dusting after the installation because the team cleans up each day as they go. Our long wished for AC, and our gratitude, that we hired McNally’s, doesn’t even cover our happiness with the installation experience and outcome. It was the BEST service experience ever. And the AC? Works...

I contacted McNally's for a second opinion, following another company disabling the gas to my furnace due to reported cracks in the heat exchanger. I explained that my situation was urgent and time-sensitive, and McNally's was able to schedule a technician (Cory) to stop by same-day. Cory was super helpful, and showed me the video of the inside of my furnace as he was doing his detailed check. He also used a CO2 scanner to show me the results (first company did not show these results). He explained that while the first opinion may have been overly-cautious, it was still recommended to repair or replace the furnace. He referred me to his sales/comfort team, Craig, who stopped by the next day. Prior to Craig stopping by, I had already decided to replace both the Furnace and A/C units at the same time since the A/C was 30+ years old and I was expecting to replace next summer anyway.

Craig spent a good amount of time inspecting my system for furnace replacement, and then spent about an hour with me, walking through the different options and explaining the value of each part (going so far as to actually draw me a diagram of how heat pumps work!)- overall he answered all questions I had and made sure I was comfortable with the purchase decision.

The appointment time for the install was lengthy- 9 days from the date of signing the contract. But considering the scope of work and likely high-demand during this time of year, I wasn't too surprised by that.

My McNally's install techs were Pete & Ryan. They showed up on time and got to work quickly after asking me a few questions. The work took about 6 hours, and at the end they walked me through how to use the new thermostat, recommended settings, etc. Overall they were very friendly and the new units look good!

Investing in a new furnace + AC is a big decision, and when making that big of an investment in my house, I want to make sure I get the work done right the first time with a company I trust. These guys were 5 stars...

Absolutely terrible. The only positive thing I can say is that the tech showed up within the 3 hour time window and put on shoe covers. Called them for a CO leak in my furnace. The guy was here for no joke 10 minutes, including the time paying him. He did absolutely NOTHING… he didn’t look at anything, he didn’t test anything, he didn’t even turn the system on. All he did was look at the cover and say it’s an Amana/Goodman and that it’s junk. He wouldn’t install one in his house if he was given one, and that I need a new furnace. He wrote on the receipt that it was running and he took the panel off. The panel was already off because I took it off and it wasn’t running because the cover was off… he didn’t even try to turn it on. I understand they’re a cheap brand but you could at least do your job and check the furnace out. Look at the thing, see if it’s actually leaking CO, or if everything is completely fine. Maybe just turn it on. Verify the concern of the customer is step one of any diagnostic procedure. I paid McNallys $165 to just stand in my house for 10 minutes. I couldn’t trust a word that he said since he didn’t even look at the furnace or turn it on. Could have been fairy stuck inside or a curse for all he knew. The answer was a new furnace, no explanation needed. I called another company who came out and checked out the furnace. He actually turned it on. He went around and tested CO at the vents. He earned the money I paid him to come and look at it. McNallys didn’t earn a penny of what I had to pay them. No one I know will ever go to them. And if I actually did need a new furnace, they’re the last company I would call. The company reached out the next day to try and make things right. They offered me a refund and then even more than a refund to remove or update this review. I appreciate them reaching out but I did not...