Thank you, Thomas, for your kind words! We're glad to hear about your positive experience and appreciate your recognition of Bryce's communication and efficiency.
Thank you, Punkin, for your review! We appreciate your support.
Alex2026.06.03
All of the employees who work for Merrell are kind and very helpful. However, the management of Merrell subcontracts out their AC installations and uses AI for their customer service.
I had a new 2.5 ton Carrier unit installed a little over a month ago. I came home last week to the indoor temp of the house at 80 degrees and the indoor unit dripping water. After a frustrating call with their “AI Support Agent” Amber I called back 15 minutes later because I still hadn’t heard anything. After this second call my problem became “high priority” but the AI couldn’t give me any timeline of when I would be contacted.
A Merrell employee called me within 5 minutes and two of their employees, Bryce and Cody were at my home 15 minutes later. They were both very helpful and found the problem was likely too much glue in the drip line that got backed up. Bryce came back early the next day to make sure the ice melted overnight, and to check on the pressure and a few other things to make sure there weren’t any other issues.
The employees I have talked to in order to schedule my original installation, and more recently to fix this issue I had were all amazing. My problem is with the AI that couldn’t properly gauge the severity of the issue I was calling with, and the fact that this company is replacing human jobs with AI. If I had known Merrell was a company that used AI I would’ve chosen another company to install my unit.
Thank you for your business and for taking the time to share your experience. We sincerely appreciate your kind words about our team members, especially Bryce and Cody. Providing excellent service to our customers is something we take great pride in.
We would also like to clarify that Merrell is not an AI customer service company. Our office is staffed by real people who handle customer calls and service requests throughout the day. The AI system you spoke with is only used during periods of high call volume or when our office staff is already assisting other customers. Its purpose is simply to gather information and take messages so that our team can better understand the issue before returning the call.
In your case, once the information was received and reviewed, our team responded quickly, and we were able to have technicians at your home within minutes to address the issue. We understand your concerns regarding AI technology, and we want to assure you that it is not being used to replace our customer service staff, but rather as a tool to help ensure no customer call goes unanswered.
We value your feedback and appreciate the opportunity to serve you. Thank you again for choosing Merrell, and please don't hesitate to reach out if we can assist you in the future.
Thank you, Jackie, for your kind words! We're glad Jacob was able to quickly solve your A/C issue. Your satisfaction is our priority!
Matthew Gilleran2026.04.16
Bryce delivered truly exceptional service. He was prompt, efficient, and gracious throughout the entire experience. He came out late at night, and quickly resolved our issue and repaired our AC system. He was courteous, professional, and attentive. He approached everything with genuine care. Wonderful experience, thank you Bryce.
Thank you, Matthew! We appreciate your kind words about Bryce's exceptional service and dedication. It's great to hear that he was able to resolve your AC issue promptly and with such care.
Jackie Atkinson2026.04.10
excellent service. technician was on time, friendly, and knowledgeable.
Thank you, Floy! We're so glad to hear that Call did a great job fixing your air. Your kind words mean a lot to us. Wishing you a blessed day too!
Jan Ward2026.03.27
They are a very great business but I had problems after they got the system in and I had to keep calling them to come back and fix several things. But other than that they are a great company.
I appreciate your feedback, Jan. It's great to hear you think highly of our business, but I apologize for the issues you experienced after the system installation. Your concerns are important to us, and I'm glad you reached out for assistance. If you need any further help, please feel free to contact us again.
Amy Powell2026.03.26
Brice was very professional and informative. He was prompt and we are up and running again.
Thank you, Amy! We appreciate your kind words about Brice's professionalism and efficiency. It's great to hear that everything is up and running smoothly again.
Jean Fike-Chin2026.03.25
Merrell & Associates were recommended to us by our cousins in Waco. After talking to them we signed up for the annual service plan.
The two technicians were both very professional, capable and personable. We will be happy to see them again in six months.
Thank you, Jean! We're glad to hear you had a great experience with our technicians and that you’re looking forward to seeing them again. We appreciate your trust in us!
Kenneth Skinner2026.03.24
It was great came when I called and service man was courteous and seem to know what to do.
Thank you, Kenneth, for your kind words; we're glad to hear that our service team was prompt and helpful!
Matilda Strickland2026.03.19
The service personnel are always prompt and very professional each time they come out. They take time to explain and repair any issues. The office ladies are always friendly.
I have been a satisfied customer for over thirty years!!!!
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