BelRed Energy Solutions

"Thank you for your feedback. It is our goal to exceed our customers expectations. If there is something that we could do better, please let us know!"

"While our goal is to complete every call perfectly, we know that is not possible, which is why we guarantee every repair we make - taking responsibility for any issues and fixing mistakes quickly. As you noted, our technician did make a mistake, which we took responsibility for. He was unaware the igniter in question was unique to this manufacturer and was allowed a much higher ohm rating before failure. Our technician diagnosed the igniter at 258 ohms which is 2X higher than most manufacturers’ recommendations. He recommended replacement based on this. The part he recommended was a high quality silicon nitride igniter – which is an upgrade from the standard part, with better quality and reliability. As noted, when we were made aware of our mistake, we apologized and thanked you for bringing it to our attention. We refunded the cost of the otherwise complete and accurate maintenance for the honest mistake, with our apologies. We're sorry that you will not be choosing to do business with us again, but invite you to call on us again, and give us another opportunity to show you what we can do, should the opportunity arise."

"As was stated, it has been quite some time since we serviced a furnace for this customer, since 1999 to be exact. When we serviced the furnace at their old address, it had cracks in the heat exchangers, a potentially life-threatening problem. In many of these cases we recommend replacement of the furnace, as it is more cost effective to replace it and get a new, higher efficiency furnace with a full warranty, than to do this extensive of a repair. The problem is, however, repairable, and it is obvious that is the route they chose to go. In the end, our goal is always to provide our customers with the information they need to make an informed decision. From the fact that they did not replace the furnace, it is obvious that we did not pressure them into replacement, and we are glad that they made the decision they felt was right for them. While we have thousands of very satisfied customers every year, we can not be all things to all people, and ultimately we are glad that they found a provider who was a better fit for their needs."

"Thank you very much for your continued confidence in us. we're glad to hear that you are happy with the service we provide, and with our pro-active approach. We look forward to helping you meet your home's comfort, efficiency, health and safety needs for many more years to come. If there is ever anything we can do to improve our service, please do not hesitate to call and let us know."

"Thank you for your feedback. While we are not the least expensive provider, we do appreciate your recognition of the quality service and value we provide. In reading your review, I was concerned that we may have overcharged you. On investigation, I found that the price you paid was not for a single tune-up and duct cleaning, but was for a tune-up on two furnaces, two air conditioners, replacement of a faulty run capacitor, and a Hepa-Aire duct cleaning of your entire home (both systems). Given that, it does appear that the price you paid was correct. In all, we are happy to hear that you were satisfied with our service, and look forward to helping you met your home's comfort and indoor air quality needs for many more years to come."

"Thank you for your feedback. We're glad to hear that you are happy with the quality of our work and service, and we look forward to serving your home comfort and efficiency needs for many years to come. We are always looking at how we can improve, and we invite you to call us if there is anything we can do better."

"Thank you for your feedback. While we appreciate that you were satisfied with our service, our goal is to exceed your expectations. If there is something we can improve on, we'd love to hear about it. Please call us and let us know your thoughts."

"Thank you for your continued confidence in us. We work hard to exceed your expectations, and we love to hear about it when we do. We look forward to providing you with exceptional service for many more years to come."

"Thank you for your report. If you have any specific feedback on how we could have done better, please call us directly. In the meantime, if there is anything further we can do to assist you, please do not hesitate to call on us."

"Thank you for your feedback. We're sorry that there were any issues with your installation, but glad we were able to resolve them quickly for you. We guarantee all of our work, and stand behind everything we do, this was no exception. While we make every effort to have every installation go perfectly, we do sometimes make mistakes, and we work hard to make sure we own them, and that they are resolved to our customers' satisfaction. In addition to correcting the problem as it happens, we review all of our warranty work regularly in an effort to continuously improve. We provided immediate re-training to the installers involved so that this will not be repeated. Thank you again for your feedback, and your ongoing confidence in us. We look forward to continuing to earn it in the years to come."

"Thank you for your feedback. We're glad that you were happy with our service overall, but sorry that you had an issue we could have prevented. We do sometimes make mistakes, but we always work to correct them, and to make things right for our customers. Thank you for giving us that opportunity, and for acknowledging our efforts to do so. We will share your feedback with those involved, and work to do better the next time this situation comes up."

"Thank you for your business and your praise. We are happy to hear that we exceeded your expectations, and will be sure to share your comments with our staff! We look forward to helping you with your home's comfort, health and efficiency and needs for many years to come."

"We're very sorry to hear that our work was less than satisfactory, but even more so that our response did not meet your expectations. The employee who dealt with your original complaint did not live up to our expectations for how our customers should be treated, and was let go. We regret that it happened, but are confident that it would not be handled this way again. We will will be contacting you to discuss your concerns, and hope that you will give us an opportunity to earn back your business."

"We're sorry you didn't feel like we provided you with the discount you expected, but are unsure of why you feel this way. The "deal" you mentioned was a special offered to you last September. You did not take advantage of this offer then, having your service provided in January instead. In spite of this, we did discount your service from the normal $199 for your furnace and AC tune-up to only $181 (a 10% discount). As for the quality of our service, our technicians carry most of the parts required to perform common repairs, and we have runners available to bring out non-stock parts. We made three repairs to your system that day, and had all required parts on site, or brought to your home, so that you didn't have to stay home another day, potentially missing work, for the repairs to be completed. This is a service that few, if any other service providers offer, and one that provided you an excellent level of service and value for your money. Obviously, we still did not meet your expectations, and if you have any suggestions on what we could have done better, we'd love to hear them. We invite you to call us at your convenience to discuss this further. Otherwise, we hope that you will reconsider using us again in the future."

"Thank you for your feedback, and for your continued confidence in us. We know we have to earn that confidence year-after-year, and we're thrilled that we have. We look forward to helping you keep your home comfortable, efficient and safe for many more years to come."

"Thank you for your feedback. We're happy to hear that you are so satisfied with your new system, and with the service we provided. We love to hear from customers who have worked with us for as long as you have, as there is no greater praise for the service and quality we provide. We really value our relationship with you, and will always stand behind our work. We look forward to serving you for many more years to come."

"Thank you for your feedback. While there was a problem with a weekend emergency call you did with us several years ago, you are correct that the employee in question no longer works for us. We also worked with you to correct the issue, and did not charge you for any of the repairs that were made. We're happy that you gave us another opportunity several years ago, and that you remain happy with our work today. We look forward to serving your home comfort and efficiency needs for many more years to come and invite you to call us if we can ever be of any assistance. ."

"We’re sorry that, after all of the efforts we made to assist you, at no charge to you, you felt that the service we provided did not meet your expectations. Due to the chronic and recurring nature of the problems you were experiencing with a furnace that we did not sell to you or install, we recommended multiple times to you that the furnace be replaced, which you declined. We made multiple repairs, which are detailed below, even consulting with the factory to find some resolution. We ultimately advised you that, while we would be willing to continue servicing your system, we could no longer warranty the same repair over-and-over, as the problem was inherent to the furnace design and would re-occur. As we made clear to you, there were multiple design flaws in your furnace: the original motor was too small to handle the weight of the wheel and would burn out quickly, the mounts for the motor were not sturdy enough to handle the weight of the motor and wheel and would crack and break often. In addition, the bolts holding the motor in place would easily strip out causing the motor to fall to the side and rub on the housing, damaging the wheel and burning out the motor. We had replaced the motor and wheel a total of 5 times over many years of service and we also replaced several broken motor mounts as well as upsizing the stripped out bolts with larger, sturdier ones. All but 2 of the blower assemblies were replaced at no charge to you including the additional labor to uninstall and reinstall the circuit board, the drains and tubing, and all other electronic components, even though we inherited a bad product from the previous servicer. We also performed a free heat exchanger coil and component cleaning prior to the motors being replaced (a $302 value) to compensate you for an unrelated misdiagnosis. Having determined a problem with the design of the blower and the inevitable problems it would have over the remainder of the life of the furnace, we informed you of this condition and let you know after our last full replacement of all components and bolts, at no charge, that we could no longer warranty the parts on subsequent visits when the condition returns. This was not due to the workmanship of the technicians that had performed the repairs, but a design flaw and our full expectation that the condition would return. At the time you were very understanding and grateful for all of the free work we had given. We in no way indicated that we would not service you, only that if you continued with the current furnace and the same problem persisted, we would charge normally for the repairs. We conducted a courtesy follow up with you 9 months after our last repair and were told the equipment was still functioning normally at that time and no additional service was needed. It is evident from your notes that the condition did arise again after this contact due to a visit by another service provider to correct it. We did everything possible to bring the highest level of customer service and quality to the services we performed. Eventually we were forced to concede that the problems are inherent to the equipment and can’t be remedied with more parts. The best solution is still to consider a replacement unit."

"From the grades you gave us, and your comments, it appears that you were happy with the quality of our work, and the service provided to you. Only the price you were quoted for repairs appears to be of concern. While we may not be the least expensive service provider in the market, we do offer an outstanding value to our customers thorugh the level of service we provide. Our technicians are all licensed and have all certifications required to perform their work. We provide over 100 hours of in-house, field, and factory training to our technicians each year, at great expense to our company. And all of our technicians are required to become NATE certified, the most rigorous certificaiton in the industry, ensuring only the most skilled technicains work for us, and provide service to our customers. We compensate our techncians well for this, and provide them with full benefits, which many of our competitors do not. All of this increases our costs, but most of our customers find the quality of our staff (which you graded an A) makes it worth the price. Next, we have one of the most thorough tune-up procedures in the business, and take the time to thoroughly examine your system. This is how we found the issues with your furnace, issues that other companies may have missed, and that can casue failures when you can least afford them. We then take the time to educate you about the issues we find, providing you with the information you need to make an informed decision about what to do. When we make a repair, we carry all of the most common parts on our service vehicles and have runners to bring out less common parts, ensuring our customers have the fastest response possible. We use only the highest quality OEM parts, not cheap imitations, and we fully guarantee all of our repair work for 1 year. This is a level of serivce and a guarantee that few, if any otehr service companies can match. Finally, we do offer a discounts on repairs to customers who sign up for our Comfort Guard Agreement maintenance program. This program provides next year's service at a discount, and offers you a 10% discount on any repair labor. It also provides you with priority emergency response service and a $50 per year equipment credit. We have thousands of customers who see the value in this program, and appreciate the savings it offers them. We offer this program on every service call, showing the potential savings on our service invoice, and if you have taken advantage of it, you may have found our prices were actually very competitive with seemingly less expenseive serivce providers. All of this provides our customers with confidence and satisfaction in the work we provide, and an excellent value. We can not be all things to all people, and there are always those who decide that cheaper is better. We wish you luck with your new service provider, and hope you will consider calling on us should they fail to meet your needs."

"Thank you for your feedback. It is appreciated, and helps us to better serve you and our other customers. It is never our intent to make anyone feel pressured, only to provide you with the information you need to make an informed choice. The algae tabs are a great product that we began carrying in an effort to reduce preventable break-downs due to clogged drain lines. They are a great investment, and I'm sure you'll be happy with their performance. Our service manager did contact you, and was able to determine that our price for the algae tab kit was not as far off from the online price as you had thought, especially since it included delivery and installation. He has also provided you with a partial refund based on your experience and your comments. We look forward to providing you many more years of service, and hope you will contact us immediately should you have any further concerns."

"We're glad that we were able to provide a prompt response to your call, even at the peak of a very busy hot-spell, with lots of emergency calls. Thank you for your patience and understanding! We're also glad that you were happy with the service provided to you, including the information that our technician provided to help maintain your system for the future. We look forward to helping you with your comfort needs for many years to come, as we continue to earn your business."

"Thank you very much for your feedback. Our goal is to exceed customers' expectations, and we're glad we were able to do so for you. we will be sure to share your feedback with everyone involved, as they will love to hear it. We're confident you'll be happy with your new system, we and look forward to continuing to earn your business for many years to come."

"Thank you for your comments. We appreciate the fact that you felt we provided quality work, and that you trusted our recommendations. We revewed our records, and do want to address your concerns: We did record your appointment as a furnace tune-up, not an AC tune up, and we apologize for that confusion. In an effort to do the right thing, we only charged you for the one tune-up and provided the other at no charge. In addition, $181 of the $1,294 total you paid (not $2,000) was for a maintenance agreement you signed up for for the next year's service on your furnace and AC (which can be transferred to your new home). This provides you with priority service, and discounts on maintenance and future repairs. As you stated, you did not have any service records on your system, and we found it in poor condition at the time of our service: The furnace filters were clogged, burners and flame sensors were dirty, wiring was loose, insulation was found in the system, and more. We charged you to correct some of these issues, but corrected other minor issues at no charge. In the course of the AC tune-up, we found a significant build-up of algae in your drain lines. We cleaned this out, and suggested you purchase an add-on system to revent future build-up which you accepted. When you take out the cost of the maintnance agreement, you paid $1,113 for a furnace and AC tune-up, with the repairs to your burners, flame sensors, wiring, drain lines and more, and the addition of an algae treatment system to prevent future problems. We feel this is an excellent value for what you spent, and hope that you will see it the same way in the long-run. It is our goal to provide thorough service to our customers, and to ensure their equipment is running in optimal condition when we complete our service. We strive to provide our customers with options to help their systems run better, to reduce system failures, and to give them with the information they need to make informed decisions about the best solutions for them. It seems that this is exactly what we did for you, and we hope that you will continue to provide us the opportunity to make your new home as comfortable, safe, and energy efficient as possible for many more years to come."

"We're glad to hear that you overall experience was positive, and that from the sales person, ot the installers, to our technicians, everyone did their jobs well. We're just sorry that you experienced a breakdown with your new furnace once it was installed, and are glad that we were able to resolve them promptly for you under warranty."