Essex Solar, Heating & Air Conditioning

"Essex Heating and Air Conditioning specializes in designing, engineering, and installing complete comfort systems for owners of existing homes and buildings. Our clientele consists of private individuals, commercial building owners, and insurance customers. As a small business, complete customer satisfaction is something we continually strive for. Our goal is to be the most professional Heating, Air Conditioning, and Solar Electric Company in Northern California. It brings us great joy to receive positive feedback from our customers, but we pay close attention to negative feedback as well. Should we make a mistake, we do everything in our power to correct it to our customer’s satisfaction. Although we approach each job and customer with the same level of commitment, the few who have become displeased are usually customers we receive through insurance companies that we are contracted with. Customer frustrations arise from a lack of understanding about the relationship we have with their insurance. We act as a mediator. We are not responsible for determining what is covered by a specific plan. If the work needed exceeds their authorization limit, we must stop work and contact the insurance company. In most instances, the insurance company orders a part and has it shipped to us for installation at a later date. The time lapse can be very frustrating for the home owner or tenant, especially during times of extreme weather, but it is the policy of the insurance company and we have to abide by it. One other frustration arises from the fact that we have 48 hours to come out for service after we make an appointment in our allotted 4 hour time limit. We are almost always able to have a technician available for same day service, but unfortunately, a 48 hour wait occurs most often during extreme weather when we experience call backlog. This problem can complicate itself if we are working in a tenant occupied location. For liability reasons, we are often asked by owners not to disclose information to the tenants. We remain a conscientious company which strives to make all customers happy. We do take responsibility for our mistakes, and when mistakes on our part happen, we try to resolve them to the best of our ability. -Greg Unger Owner"