"Dear [removed member name] We are very surprised to see you post this negative review almost 2 and 1/2 years after you called us to service your system, and that you are also promoting another company in your review. As you stated, our service manager came out to service your 30 year old furnace, and you had no complaints with our service. You called back several weeks later, and our office responded correctly to you, that things do happen to furnaces that are 30 years old. Just like an old car, you might fix one component and then another may fail. Our records clearly show that we tried to contact you multiple times for a revisit to evaluate the problem, but you did not return any of our calls. If you had called us back, we may have been able to fix your problem for no additional cost, instead of what you ended up paying the other company. We stand by our work and are proud that we have received the Angie's List Super Service Award for 3 years in a row. We have over 100 other positive Angie's List reviews to support our quality work and honest work ethic."

"(member name removed), We are sorry for your experience, it is never our intention to make anyone feel that they are not important to us. I feel I need to explain the policy to clarify our position when it comes to escrow diagnostic reports. We found ourselves being taken advantage of by real estate agents and needed to implement a policy that protects us from being used. We have done several reports for real estate agents and found they were using our reports to go after the sellers for corrections or deductions or the property would fall out of escrow and our reports did not put us in a position for any additional work. We found we were sending out our employees and costing our company money for no potential work. So we implemented a diagnostic fee for any properties that are in escrow. We needed to be able to pay our employees and cover other costs involved in running a business. In your case, we were told you had a house in escrow and needed to have the furnace replaced. You explained the house was in escrow and we explained our policy. After you told us you owned the home and this is not a standard "buyer, seller" situation, we waived the fee. We were told you got a price from one of our competitors and could not qualify for the financing and wanted to see if we could provide you a better price and possibly qualify with our financing. The office staff believed that under the circumstances we would probably not be able to qualify you and our prices would be very close to the price you already had. We did not try to "chisel a fee", we told you since you owned the house there would not be a fee and we also explained that the price you got from our competitor is fair and we probably couldn't help you any. We were being honest, which people aren't used to when it comes to the service industry. We were of integrity with this situation and don't feel like your review is fair or accurate. We feel like you misinterpreted our intention and would appreciate an opportunity to talk and resolve this situation without jeopardizing our great reputation."

"Dear (removed member name): We're sorry that you weren't 100% satisfied with our Angie's List 22 pt tune-up and maintenance. We take all comments very seriously and always learn if we makes mistakes. The work order from the call two years ago shows that we did the 22 point tune-up on two furnaces and that when you made the appointment, you did request our consultation on the possibility of other services. So our service tech was under the impression that you did want to know what additional work could be done and what it might cost. We always give customers options for what they can do to improve their systems if they request them, but make a conscious effort NOT to push customers to purchase something that they don't need. We don't use low quality filters but if you feel that we did in the instance we are certainly sorry and would be happy to come out again and install new filters at no charge."