Residential Heating & Air Conditioning

"Sadly our tech had run out of van stock on batteries and had not been to the shop that morning yet to restock as this customer was on his route at 8am Prompt. All of our techs are trained to adhere to strict policies on jobsite procedure. We are sad to hear that this customer was not happy with the techs demeanor and will be addressing that with that tech. Because our techs have all been here for many years we regularly meet and train regarding etiquette, manners and attitude. We never want to hear that our company was misrepresented on any level while in your home. We did call this customer for a follow up, but did not receive any response. [member name removed] had some concern about the accuracy of the diagnosis, and because we guarantee our services for 90 days are willing to return to have another tech go over everything with him at no charge when he is available to be home."

"It was a pleasure to service her home and needs for comfort. We are glad to hear that everything went well and in this high heat/humidity that they are comfortable at home with their new equipment. Our hope is that every installation occurs this efficiently. Making the process easier for the customer, with our financing, taking care of all rebates for our customers, and providing all pertinent information for permits and inspections following install. We hope that all of our dealings in the future with this customer and her referrals are a positive and easy going experience. The feedback our customers take the time to give us is informative and helps us continue to grow in new and positive ways."

"We agree, we are sad as well we were not able to service this customers equipment on any level. We were scheduled to complete a basic maintenance (NO CHARGE) on this central air. However, upon arrival found that it was not running at all. Sadly a tune-up is not intended to fix a broken unit. We at that time informed her that she needed a diagnostic tech and that the office would call to schedule a proper diagnostic at her convenience. When we contacted her we explained that we schedule appointments Mon-Sat; offer appointments as late as 3-6p, calling with up to an hours notice to avoid any loss of valuable time for our customers and our techs. She said that she had already taken a 1/2 day off work to have us out on 7/3/13 between 2-5p. We apologized that we could not fit her in due to the 4th of July until the 5th or 6th of July. We would not have charged her for the visit because of the misunderstanding with the clean and tune. At that point she said she was not happy with our service and that she was taking her business elsewhere. We were sad to hear that she has been without air for weeks with an infant, as I myself have a baby at home I can sympathize. If she has not had her air repaired would still honor the original offer of a FREE diagnostic."

"We are happy to have served this customer in an efficient, clean and honest manner. With every installation we do have use "Snail Mail" for the follow up paperwork which normally occurs within 2 weeks of the installation depending on how long it takes each city to send us the paper permit. We wish that all cities were efficient enough to use email, however each city is different with how they process and return the permits. We hope that once this customer receives their paperwork in the mail they will have what information they have been missing. We appreciate all the feedback and look forward to our future relationship with this installation customer."

"We are sad that the Samsung unit that we installed no longer had a warranty, as the contract for installation stated they only had a 2 year labor and 5 year parts warranty when purchased. However we did find the capacitor was blown and that the compressor was a contributing factor and are always willing to make a repair for any customer. However we cannot extend the warranty beyond the terms originally agreed to. The cost of a new compressor on these systems can be almost as expensive as replacement. We were willing to work with this customer to address the resulting repair and the causal part however were not able to do that to this customers satisfaction (under warranty). Upon any repair we do honor a service warranty of 90 days parts and labor, which we are willing to honor when the capacitor goes out again with no service charge but ultimately the compressor is a contributing factor of that part going out."

"Thank you for your feedback and we were glad we were able to assist you with excellent service. We are always sad when we find a furnace is not safe to operate, especially in a new home purchase. However the knowledge that it was caught and fixed before anyone was hurt, assures us that our customers are the #1 priority here."

"We are glad that our expertise helped this customer understand their options & system. We feel that all customer questions are welcome, not one is ever absurd or small, because each one gives us the opportunity to educate a homeowner on their unique home and HVAC. It is a pleasure knowing that this customer felt great about their purchase and the understanding of every aspect of that purchase. We look forward to a long standing relationship with this customer in the future."

"We are glad that our in person On-call was able to immediately assist this customer. With our winter being as cold and harsh as it was we strived to make sure that each customer had not just a fixed furnace but all questions answered. Sometimes the extra time we allow our techs to spend with each customer in not about making money but about making life-long customers. This is a great example of what we train for and appreciate the feedback letting us know our high standards are being met by our techs."

"With repairs, to avoid any further discomfort for the customer, we try to arrive as quickly as possible. It is never a positive feeling when your furnace is costing you money by suprise and your heat is not working. When a repair is quickly completed and at a fair price it puts the customer at ease immediately. We are pleased to hear that this customer experienced that in this circulstance."

"We are always happy to hear when a customer is warm and safe because of our service. We hope that this customer enjoys his new furnace for well beyond the 10 year parts and labor warranty we offer. We look forward to serving our customers on every level from install, to service, to duct cleaning or repair with the same positive and fast response that this customer experienced. All feed back is good feedback which we greatly appreciate! Thank you."

"We are glad to hear that this job went so well and moved so quickly for this customer. We are sad that we were not able to achieve all A's but will work to make sure that this customer always has A+ service regardless if the circumstance. We thank this customer for inviting us into his home to create a more comfortable atmosphere for anyone who enters his home. It is always a pleasure to work with our customers to achieve what ever their needs or wants may be."

"We thank this customer for her feedback. We strive to rise above the competition with just simple customer service, courtesy and honesty. This job reflects what our field techs train for and follow through on in each job. We are particularly happy that we were able to meet her every need."