Cold Craft Inc Heating and Air

"Thank you for your review. It is important to Cold Craft that we understand our customer's point of view. I see where we fell short and that was on explaining what happens behind the scene with the geothermal consultation, there is a lot of work that our customer doesn't see. We have improved on explaining this to our customer so there is an understanding of what they are getting with the geothermal consultation. About the geothermal quote, yes, geothermal is not for everyone. The drilling in California is what is making the cost higher than other areas. As geothermal installations increase more drillers will move into the area and the pricing will go down. We have a couple of customers that did not want to use the loops in the ground but rather use an existing pool or install a pool and use that for the heat sink. If this sounds appealing to you - please let us know we can back out the drilling on your quote."

"Thank you for the opportunity to install the top of the line heat pump in your home. We always enjoy putting the most energy efficient equipment in homes. It may seem silly but we feel that we are doing a service to our customer and to the environment. Please call us if you or a friend or neighbor needs anything related to heating or air conditioning, we will be glad to assist you."

"Well your review made everyone's day at our weekly safety meeting. Technicians and office people made sure that they could read or hear about your review. They were congratulating George and Emilio. This is exactly the response we strive for on each of our calls. I'm glad we hit the mark with you!"

"WOW, thanks for the great review! Our experience working with you was also a good one. I'm glad you noticed that things don't always go as smoothly as we would like. For me, the quality of a contractor or a business is what they do when things do not go smoothly. I hope others see from your review that we are there for our customers."

"Wow, we are humbled by your comments, but we love to hear them. We also want to hear when we fall short. That is the only way we can improve. Since you were pleased with your installation we would appreciate a referral. We do most of our business via word of mouth. We appreciate the time you took to write this review."

"Thanks for your review! We aim to please, but we don't always have a customer that can change their schedule - I am so happy this worked out for you. We are not the low priced contractor but we go above and beyond and we do a great job. When it comes to combustion and carbon monoxide appliances, you really need someone that knows what they are doing. HVAC professionals are a plumber, electrician and an HVAC technician/installer rolled into one guy. So we try to keep our employees happy to make sure they keep you happy."

"I tried to reach out to this member to hear the expectations that he had for this visit and I am awaiting a reply. Meanwhile I did some follow up and I had a conversation with the Founder of Cold Craft, he is the one that went to the members home on a Saturday. The founder mentioned that the goal of the appointment was to extend the swimming pool season and geothermal although it can heat and cool a home with the temperature in the swimming pool water (the water does get heated as a result of using the home's air conditioning function), it is not the purpose of this system. It seems that there was some sort of miscommunication in regards to what the consultation covered. What may have added to the miscommunication is that this offer was purchased in April and the consultation occurred in August, at the member's request. We will evaluate the language in our offer in case that is confusing or misleading in any way. I urge the member to call (408.374.7292) or email Cold Craft so we can straighten out any miscommunication. We appreciate him choosing Cold Craft for the geothermal consultation. For Cold Craft, our reputation is everything and we do not like to see our work not hit the mark."

"Staci is a gem. She is one of our best technicians and she has done some work on my home too so I know first hand. We look for stellar technicians and installers to provide excellent service to our customers. Fortunately, our founder still teaches HVAC at SJ City College and that is the best place to see new up an coming talent first hand so we can create the Cold Craft Technician. We believe that the Cold Craft technician is the best of the best out there. I appreciate that you used Cold Craft and please call us for any other of your heating, ventilation or air conditioning (HVAC) needs."

"Thank you for the favorable review. I'll personally look into our processes so we can continuously improve with the goal of winning the business of customers like you for the replacement work. We appreciate the feedback"

"Thanks for your kind words. We can offer that guarantee because we know if there is a problem we will fix it. We strive to be the best HVAC contractor out there by having NATE certified technicians and continuous education (weekly). It is members like you that are willing to spend the time to write a compliment that really makes our day! Thanks for your time and thanks for choosing Cold Craft, Inc."

"There are two things that Cold Craft, Inc. focuses on, safety and reputation. We have NATE Certified technicians and we are Diamond Certified. We were so surprised to read this review. According to a third party homeenergycenter.com/8furnace_signs.html ‘8 furnace warning signs’. The first warning sign on the link above is the age of the furnace, in this case this furnace was in excess of 20 years. We do not shut off furnaces merely because of the age of the unit, because the condition is a much bigger safety indicator. Upon inspection we saw rust inside and outside of the furnace and pitting on the heat exchanger that we identified with a scope and we showed the customer the pits in the heat exchanger. The technician noted, ” Found heat exchanger very rusty and has divot marks. Potentially very dangerous situation”. The reason the heat exchanger is so important is because this is where the combustion gasses reside (we are talking about colorless odorless sometimes deadly carbon monoxide in these gasses). When the exchanger is breached the residents start to breathe these gasses. Cold Craft, Inc. did the responsible thing by advising to replace the furnace, it is risky to leave that furnace operational in its current condition. We attempted to assist this customer with temporary heating (not many heating companies do this but it is a service that we offer to customers when we are awaiting the equipment to install so they may stay comfortable and in their homes). When she decided to keep her furnace we requested the return of the space heaters because we had other customers that did not have heat. Frankly, it does not matter if we replace the furnace or not, but that it is replaced. Cold Craft provides honest opinions about the condition of heating and cooling systems. If you are curious about your equipment, call Cold Craft and we will show you the visible portion of your heat exchanger with a scope."

"We understand tha importance of a comfortable home especially when company is coming or for a special occasion. Really comfort is everything. Cold Craft have Tempologists on staff to help you obtain the perfect temperature for your home. Member, thanks for allowing us to help you with your home to make it a great holiday!"

"As soon as Member's concerns came to my attention we spoke and I learned that we had a big misunderstanding. We gave Member a credit for the work that we did do and called it even. He removed a Yelp review but maybe he hasn't had a chance to remove this one yet."

"Thanks for your gracious comments. It is Cold Craft's hope that you will refer your family and friends to Cold Craft this season so we can make their home the perfect temperature."

"We strive to do this level of work for each of our customers. Although your work went off without a hitch, it is impossible to have 100% perfection every time. I always want to work for the company that I can count on in case there is an issue. It really comes down to what the company does when something doesn't go to plan. We will be there should you need us and you can count on that."

"I'm glad you are happy with the furnace. I checked what you have installed and I have the same furnace. I love it too. It is the quietest furnace I never heard. Sometimes I have to check the thermostat or the register to tell if it is on or not. If you had any cold and warm spots in your home they are likely gone now with this furnace. It has an extremely efficient fan (uses 50% less energy than normal furnace fans) and it quietly mixes the air in the background. That furnace is the best choice for insommniacs because it is so quiet."

"Thanks for your review, we really enjoyed working with you! You may have been able to tell from the review that this was a big project where there was one rooftop unit feeding a unit inside each condo. The configuration of the unit in the condo had to be custom built and retrofitted into the ceiling, which required some dry wall repair as well. The rooftop unit required a crane to get the old unit off the roof for recycling and the new unit on the rooftop. With the additional work and the custom unit it did make the project more expensive than the more typical furnace and AC unit unstallation. Since this unit was installed we have installed several others within the same building. Cold Craft is very lucky to have the opportunity to provide solutions where there were no off the shelf answers to heating and air conditioning this space. We really enjoy working on solutions for customers even if we need to have a unit custom built at the factory. Again, thanks for your feedback - it really helps us improve. Susan Nichol Executive VP Cold Craft, Inc. 408.374.7292"

"Thanks for your review. We appreciate your business! We strive to achieve a very high level of customer satisfaction from the quote to the clean up. Providing us with your feedback helps us know what we are doing right and where we perhaps can improve. Again, thanks for your business, Susan Nichol Executive VP Cold Craft, Inc."

"Thank you for your feedback, we enjoy working with customers just like you that need a temperature solution to be comfortable. When we are in your home it is important that you know that we respect your belongings and your home. we realize that we are invited guests with the purpose of providing solutions. This means that we use booties and other methods to protect your home. I'm glad that your heating issue is resolved and I noticed that we have not been back since to correct an issue with the heating. As a friendly reminder whether Cold Craft does this, or you or even another HVAC company, it is important to have regular service on your equipment like a tune up or safety inspection for the winter heating season. We appreciate your business and look forward to working with you again. Susan Nichol Executive VP Cold Craft, Inc."