Pacific Facility Solutions

The fundamental issues that define Pacific Facilities Solutions starts with the owner and propagates down through management. Pacific Facility Solutions was provided to us by American Home Shield Home Warranty as a trusted professional. l have been dealing with Pacific Facility Solutions inc. for the past 8 months and my furnace replacement is still not complete. Unfortunately, every aspect of my business with Pacific Facility Solutions Inc has been a negative experience. They are unresponsive and nearly impossible to contact, they have been out to fix their poor workmanship 3 times so far and it is still not satisfactory, and they told us we did not need a permit when we did.

They exemplify inexcusably bad customer service and are all but impossible to contact. For over two months, they did not respond to emails or phone calls, consequently, leaving us without a functioning furnace for the coldest two months without even providing the courtesy of the status/timeline of the furnace replacement.
Pacific Facility Solutions management sent out HVAC technicians without adequate training/experience to replace the furnace and make necessary modification. The result of this is incredibly poor workmanship. In addition, our initial install was not done to code. The gas line was completely unsupported all the way from the ceiling, original ducting was damaged, new ducting has poor fitment, the brand-new exhaust duct was dented, and the tape used to seal the ducting is peeling off. Since, the gas line and exhaust vent have been corrected, but the furnace ducting is still unacceptable and the tape continues to fall off. Their own employee who came out to review the work after the initial install and the inspector also acknowledged the poor workmanship.

They have a blatant lack of knowledge of HVAC code and permitting requirements and lied about necessary permits when confronted. Considering that Pacific Facility Solutions is a licensed contractor working out of our county, there is no excuse for not knowing local code and permitting requirements.

When confronted in May 2022, Pacific Facility Solutions management stated this level of workmanship is normal for a retrofit. However, during the same conversation, Pacific Facility Solutions management also stated that they hold themselves to a higher standard than this and that they would prefer to come out to correct/replace the damaged ducting. The next email I received stated that I needed to pay the outstanding balance before any repairs would be made and if I wasn’t okay with this, I am more than welcome to go hire a different contractor. Requesting full payment before the job is complete is an absolutely unacceptable request; this furnace replacement should not have taken more than a day. At this point I severed my relationship with Pacific Facility Solutions.

Within a few days, the owner of the company (Mark McGary) reached out to me requesting the opportunity to correct the workmanship personally. After three months of delays and excuses and 2 visits, I finally have an appointment to correct the furnace install in August. 2 hours before the 12PM appointment, Mark McGary informs me that he won’t be able to make the appointment due to Covid, but insists on sending technicians to complete the job anyway. After Mark McGary assured me that this wouldn’t be the case one hour before the appointment, the same two technicians that were unable perform a satisfactory install or correct the workmanship in their 3 prior visits showed up at my house; I refused the appointment. 11 days later, Mark McGary reached out for the first time since the cancelled appointment proposing another repair date. We will not be giving Mark McGary and Pacific Facility Solutions any more opportunities to remedy the furnace install. Further, I would not recommend doing any business with this company.