I wanted to drop you a line and tell you how impressed I was with the service that I recently received from your company.
At 11:00 pm December 22nd, while washing clothes before a family trip to Taiwan to visit my son (teaching English), the heater Stopped.
Literally the next day @ noon, I needed to be on my way to the airport with my wife and two son for a once-in-a-lifetime trip to Taiwan while a 24 year old friend of my son's was to watch the house, dogs, etc.
I did not want to leave with it not working (or whatever was the problem), for him along with the potential responsibility of scheduling, paying, etc.
I called several companies that night and I received a call back from someone from your company (I am sorry but I forget his name) @ 6:15 am the next morning and he stated he could scheduled your tech for 10:00 am that morning.
I received a call from your customer service @ 9:15 and he was on the way. The Tech was in the house, working steadily and by 10:45 my problem was solved.
He was prompt, professional, very customer-friendly, calm, and competent. We talked the entire time while he worked and it was the best + $300 I have spent in a long time.
I work for the LA Public Works Department and I have oversight of many operations that directly affect/deal with the public. Therefore, I do know that complements at times come, few and far between, when exception service is delivered.
I also know that, these complements when delivered, are hugely appreciated by the management, but especially by the staff.
I cannot say enough about your answer service folks (friendly, helpful, prompt, calm, etc.), the person that called me back from your company (I really apologize I forgot his name - I wrote it down and misplaced the paper with the trip and all) but he understood the situation with the timing, returned the call, prompt, professional, and then the Tech (who I understand is a fairly newer employee for you, but in the A/C business for many years) who as I said, far exceeded all expectations and was a joy to have working in our home.
I then received a call during my vacation asking how satisfied I was with the services that I received and then a card from you regarding the same thing.
Your company will be very high on the list, and recommended to those who ask, when Heating, and Air Conditioning questions come my way. Again, thank you and pass onto to all your staff my thanks on what was a difficult and stressful situation that turned it into a pleasant surprise.