"Now this is one where we have the proverbial egg on our face and no good excuse for not following up with a quote on additional services in a timely manner. But we want to assure this homeowner that our $85 22 point Angie's List tune-ups are actually about the best deal in town. No other HVAC company in town does a 22 point inspection on BOTH the homeowner's furnace and air conditioning system, all for only $85. Some do these kinds of inspections and tune-ups on either a furnace or and air conditioning system, but no one we've seen does this extensive tune-up on both units. This customer should have received a copy of the checklist that details all 22 points that are covered during the service visit, and we apologize if either it wasn't provided or the service technician didn't explain what he was doing. Please be assured that we do a lot of work for these Angie's List 22 point tune-up deals, and as to the question about not knowing whether the homeowner was better off than before we did the tune-up, we assure them that the tuned-up systems would be in much better condition after the work had been performed. As far as following up with a proposal for this homeowner's ductwork, we plainly dropped the ball. We checked through our sent emails and we eventually did send a proposal, but it was sent much later than it should have been and that's unacceptable. We hope we have the opportunity to provide the information that this customer asked for an regret that we didn't perform up to our usual high standards."

"Being awarded the Angie's List Super Service Award 3 years in a row and earning the large number of straight A reviews from Angie's List customers is proof that we work super hard to do the best job we can, while providing honest service and prompt communications with customers on every service call. That said, sometimes when it gets really busy, especially during our cold winter months or the during the peak of summer, it can take a little longer to get back to customers with prices on replacement parts. We apologize to (member name removed) if we didn't respond up to our normal standards, however, we strongly disagree that we did a poor job over the course of our several different communications with him, and see no reason at all to deserve the "D" grades that he gave us in this review. (member name removed) initially called us because his furnace was not working and also wanted us to install metal ducting in his home. We advised him that metal ducting would not be appropriate for his residential installation, told him we would get him a bid to install new flexible ducting, and found that his thermocouple needed to be cleaned. After cleaning this component, the system operated properly in heating mode, and it was tested four times before our service technician left his home. Our records show that we did not hear back from (member name removed) for over one week, when he informed us that the system was not working again. Our service technician suggested over the phone that it could be a problem with his thermostat, and we offered to come out again to check it out and replace it if necessary. (member name removed) said he would replace the thermostat himself. He called us again and said that did not solve the problem, so we made another service call and diagnosed a problem with the control board. We sent him a quote to replace the control board a few days later, but it definitely did not take us a week to respond with the quote as has been written in this review. That was the last time we heard from (member name removed). Looking back on this series of service calls through our written documentation and the emails we sent, we believe that everything we did was honest, thorough and standard practice for handling service calls with customers. The furnace in this home was very old, and we thought that cleaning the flame sensor could solve the problem at a very low cost, and the system was working when we left after the first call. We weren't given the opportunity to diagnose the thermostat, and may have found that the control board needed to be replaced on the next call."