"This was a special job. The customer had a new condenser installed on the sloped roof on the rear of her home. The original installer had made a stand out of treated lumber which was falling apart. The condenser was in danger of falling into her kitchen. We were able to fabricate a galvanized metal stand, welded out of angle iron, sealed her roof and mounted it to her roof rafters. The condenser was then attached to the stand making it wind proof for future storms. It was a fun project and we thank her for the kind words."

"And we agree. It is a mistake for anyone to attempt to diagnose a problem on the phone or to rush through a diagnosis without a thorough inspection and analysis. If this customer had contacted our office about her concerns we would have sent a second serviceman to confirm the original diagnosis. She makes a good point about getting a second opinion. Surgi’s offers free second opinions on any service call performed by another company. We find that 40% of the customers who request this service have been given the wrong diagnosis or a partial diagnosis. We are sharing this customer’s experience with our service department to emphasize the need to be thorough and not base a diagnosis on the age and condition of the system or the assumption that the electrical system has remained unchanged. We offer our sincere apology to this customer and of course will credit any charges incurred during this visit. Hopefully, she will accept our discount on the purchase of a replacement system when the time comes to replace it."

"As with every business we sometimes get lost in the day to day grind. Its comments like these that make it all worth while. Thanks very much for your kind words, I'll pass it on to our crews. Craig"

"Sometimes we get tangled up with a poor product and have to deal with it. I always tell our team that any company can say that they guarantee their work and stand behind it. It only becomes true when an installation has a problem and you have to do it. A "B" from this very patient customer is like an "A+" from anybody else and we are grateful. Thank you for working with us through the process."

"Surgi’s offers free estimates, free second opinions and service calls for a fee. If a customer wishes an estimate, a sales person is notified and there is no charge. If a customer has a paid invoice from another air conditioning company less than 30 days old, Surgi’s will confirm the other company’s diagnosis at no charge. If a customer’s system is broken and they wish to see if it can be repaired a service fee of $89.95 is charged and a serviceman is dispatched. After a diagnosis, the serviceman will give the customer his recommendation and the option to repair or replace the system. Often, the cost of the service call is credited against the price of replacement. We make every effort to make these options clear to every customer when they call. In this case the customer wanted to know if the system could be repaired and was explained our policies. He chose a serviceman and then refused payment. Although our $89.95 fee is one of the lower diagnostic fees in the city, we credited his account for the entire amount and chalked it up to miscommunication. His follow-up in Angie’s List is surprising and regrettable."

"Thanks to this customer for his consideration and kind words. Surgi's bid was for 15 seer Trane equipment and included insulated freon lines, refrigerant dryers, proper refrigerant charges, sealing of air leaks on plenum and transition, new emergency drain pan, emergency cutoff, relocation of condensers on a roof and two system start-ups. We could have bid a lower price, if asked, by using lower quality equipment and re-using some of the existing materials but we have found this approach less than satisfying to the customer in the long run. Thanks much for the good report."

"...and thank you! Everyone at Surgi's is focused on good customer service. Sometimes we are humbled by how difficult it is to achieve in the air conditioning business. It's compliments like this that reward us for our efforts. Thanks Again."

"Our apologies to the member. Our intent is to satisfy every customer but in times of extreme heat and humidity we ask our customers to understand that we have to priortize or service starting with people with no air and people with water leaks. Our intent was to get to the member as soon as possible but we apparently did not communicate our schedule in a timely manner. We will try to improve our procedures in the future. To add to our problems, one of our Servicemen, Mike Raia, celebrated the birth of his first child (nicknamed "Ladybug"), 6lbs, 4oz and beautiful. Despite our joy for Mike, his absense left us one man short at a most inopportune time. Please remember, calling for routine service when the temperature hits 90 is like calling for a wrecker in a snowstorm. Be proactive. Surgi's has been servicing our Preventive Maintenance since March 1 in preparation for hot weather. Again, appologies to the member. We would like to extend a $40 credit for his next service if he chooses. Respectfully, Craig Johnson 504-469-4232"