The heating and air business can be tough going sometimes. We receive a lot of customer feedback around here at Reliant Air Conditioning, and over the years we've learned to take the good with the bad. Every so often, however, we hear a customer's story that makes us remember why we do what we do around here. We've been in this industry a long time, and we had to stop and share this personal reminder of why we should always do our best to give you, our customers, our best. We're humbled by this gentleman's words and so very thankful to our devoted team for their dedication to our company and for truly caring for this customer.
Several weeks ago, we had our long-term provider of heat and AC service come by and change the filters and check out the system before winter began. Sadly, we were told that the primary AC coil was defective and that we needed to replace the two systems, soon. In short order, we had an estimate done and the news was worse than I imagined - over $17,500. My wife and I are seniors; we're not wealthy but blessed with good health.
That quote caused me to call other providers and get a better idea of what all was entailed. Two other firms visited our home, and, in that process, we had the very good fortune of meeting your sales representative. During her initial visit, she asked the question, "Has anyone actually looked at the system to determine if it's broken?" In fact, other than the service agent coming downstairs and pronouncing it damaged, no one had. She scheduled a second visit and brought an Arkansas fan named Jim with her, and to work they went.
After about a half hour of stressing the system both inside and outside, Jim took me to the attic and demonstrated that the coil was, in fact, working just fine. By using a detection device, he showed that there was no leakage across the entire unit. Your sales representative and I talked as Jim cleaned up the area and she advised that this is not the first time they have encountered this sort of sales technique. I will be eternally grateful that she and Jim returned to our home to establish what needs attention and what doesn't.
Jeff, I don't know you, but I got a good idea of what you represent and how you treat your employees today. It touches our hearts, my wife and mine, that you are recruiting, training, and recognizing men and women of the caliber of those who came to our home under your banner. I am thankful to know that Reliant is practicing business in a manner where everyone wins. While I am not seeking a way to spend several thousand dollars, you can bet that when it's time to, Reliant will be the only one we call! I'm taking steps today to terminate the long-term relationship we have had with the other party.
We have a small community here, some 54 homes in small enclave in north Hurst. You should know that a copy of this is being posted on our community electronic bulletin board. Our hope is that you will get a number of calls with those neighbors looking for a trusting, honest opinion on all matters of air conditioning and heat.
Blessings and congratulations on having THE best staff around.
To this customer, thank you. Thank you for taking the time to share your experience. It really solidifies our entire business strategy, which is to do right by the customer in all situations. We shared your comments with our entire team, and they are equally grateful.
We love hearing the stories from each and every one of our loyal customers about the hard, honest work our technicians and staff have provided to you all since 1983. We've been proud to serve the DFW metroplex since day one, and we want you all to remember that you are the reason we're in this business.
- Jeff Stewart, President, Reliant Air Conditioning