MacKenzie installed our Burnham gas boiler in 2006 and we’ve been a member of their annual “maintenance” program since. Our problems began in 2010 when one of the connections developed a leak due to rotted fittings. We were surprised that such a new boiler would develop a leak, but it was repaired and largely forgotten. In 2013 a low water switch was replaced, and now, in 2014, there is both a new leak, in a different location, and failure of the replacement low water switch (fortunately still under warranty from 2013). In all, 3 of the last 4 years have seen significant problems (and repairs) despite the fact the boiler is less than 8 years old and well maintained! \r
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Last Friday morning MacKenzie was called about the new leak. We were told to expect the repair technician that afternoon. At 3 pm we called again and were told we were “next-on-the-list”. At almost 6 pm we called again and reached the emergency technician (we later learned the office staff had failed to dispatch the call on Friday so no technician was assigned). At 7 pm the emergency technician finally arrived but did not have the necessary components to complete the work. The repairs were finally completed 5 days later, but not before the boiler had stopped working and we’d awakened to a cold house and no hot water.\r
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We are thoroughly unhappy with the system that was installed and the service that’s been provided by MacKenzie. The yearly “maintenance program” appears to have had little effect on the problems we’ve encountered over the last several years, and is in my opinion, a waste of money. Should you need to call for service, the first words out of the office staff’s mouth will be “there is a $99.00 charge for the visit” and NOT “how can we help you”. The focus is on money, money, and MONEY! It appears that multiple leaks, breakdowns, and failed components keep MacKenzie in business so might be a good thing from their perspective. We, on the other hand, are very unhappy with our fragile and problem-prone system! We would definitely NOT recommend MacKenzie sales or service to anyone – and we will be looking elsewhere for a company to service our heating needs in the future.\r
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