FYI for the Do It Yourselfer!

FYI for the DIYer

Yesterday our Customer Service Advisor was doing her job of answering customer phone calls when she received a particular phone call form a potential Client. The caller immediately asked the question, where is your business located? Our Customer Care advisor politely asked for which city, do to the fact we have more than one location and we are not in the retail business.

The caller replied that he needs some help and wants to come to our office to discuss his problem. At that point our Customer Care advisor explained to the caller that we only do in home service repairs and replacement and that we do not provide walk in help like a doctor’s office. The caller got upset and could not understand why we would not let him come to our office so he could buy parts to fix his furnace that another Service company diagnosed his problem. The Caller hung up and wrote a negative review of our company on Google. Here is my response to the angry caller.

First of all Heating and Air Conditioning Contractors are not parts houses for home owners to stop by and pick up parts like they would at a Home Improvement Store.

Secondly you need to be a Licensed Contractor to buy parts from a whole sale house.

Third you need to be a licensed Tech to work on or repair Furnaces, Heaters or Broilers.

Furnaces, Heater, Water Heaters and Broilers are dangerous if you do not know what you are doing. They can cause fire, electrical shock or explode. Older systems are also covered with asbestos which can cause cancer.

So it is not advised that a DIYer (Do it yourself person) work on any of these mentioned heat exchangers. It is the responsibility of any Contractor to inform their clients of potential or present problems with their Home Comfort Systems if they pay a nominal fee. We may also refuse service at any time; this is still America last time I checked!

All of the information I proved to you is not my opinion and can be verified by local municipality or by contacting the Manufacture of your equipment. Please use a licensed contractors for your home repairs and asked them to provided proof of Insurance and Bond.

Contractors Exposed!

I was talking to a potential new client on the telephone today and Mrs. Smith asked me if our employees were background check and drug tested. I said that they are and I asked her why that was important to her. Mrs. Smith stated that she was watching a Sunday Night Undercover News Show and learned that some Home Improvement Companies were hiring ex-convicts to do in home repairs.

I reassured her that we do not hire felons and that we do random drug testing on all of our employees. I also told her that we only hire NATE Certified Technicians that have had a minimum of 5 years experience in the Heating and Air Conditioning industry. I am glad that home owners are taking an interest with who and whom is entering there homes. The last thing I what to here is I saw your company on TV for hiring felons and drug addicts! Be careful when hiring contractors and check to see if they are licensed for their trade.