Walbert Heating and Air Conditioning, Inc.

"Walbert Heating and Air Conditioning, Inc. has been a pioneer in the field of furnace and duct cleaning since we opened our doors in 1968. We apologize to the customer for any inconvenience this caused him and we appreciate his honesty in his review about his experience. After researching the customer's job, it became apparent that the employees that performed the work had recently been hired from one of our former competitors. Even though Walbert's has an extensive training program for all new hires, occasionally there is a new hire that believes the way they have always done something is the right way to continue to do it. After we received a phone call from a different long term customer that told us a similar incident happened at their home, the new employee's were put back through our training program and counseled as to exactly why we cover the vents and that the way they had originally learned (through our competitor) was wrong. The new hires have since become our team with the most customer compliments and requests. We wish the customer had called and let us know that he was dissatisfied, so we could have made it right but by not contacting us directly, we were unaware of his displeasure with the services performed."

"Walbert Heating and Air Conditioning, Inc. was built on the pretense of honesty and integrity. After more than four decades in business, we have learned that every once in awhile a customer or customer's family member comes along that is impossible to please regardless of the great lengths we have gone to for them. Unfortunately, the customer was one of those family members of a customer that could not be satisfied. The customer was our actual customer. The customer is correct on a few points, however, not many. The customer did have a furnace installed but it was not in 2008, it was in fact in 2007. The customer also stated that the coil was left open and exposed causing them to freeze up. In fact it was a defective metal closed box that sits above the coil that had a gap in it that caused the coils to freeze up. Mr. Clyde Walbert, founder and owner, personally went out to the customer's home to inspect and fix the problem using standard industry practices. Walbert's is a licensed, certified HVAC contractor and Mr. Clyde Walbert personally holds a Master HVAC License through the state and all local, city and county licenses for the DC, MD, VA areas that we service; in addition to numerous certification through industry manufacturers and associations. The fact that the customer called a "friend that works in the field" that may not even hold an HVAC license or even be a qualified "technician" to evaluate this system and the work of a industry leading professional speaks volumes as to her judgment skills. Common sense would dictate that if you are that concerned about work performed, you would contact another reputable company to evaluate it, not a "friend in the business". If that had been done, Walbert's would have went out and repaired the work. However, by the tactic the customer used by having someone else evaluate and work on the equipment caused her warranty through Walbert's to be voided. Walbert's cannot be expected to warranty another possibly unqualified person or companies work. In response to the WSSC permit, the original permit was left with the customer on the day the equipment was installed. Once the customer called our office and notified us that she didn't have a permit, we immediately obtained another permit and personally delivered the permit. In addition, we met the WSSC inspector on the jobsite. The inspector did ask to have a few minor items changed, however, those were changes that had been made by the customer's "friend in the business". Walbert's promptly made the changes and the equipment passed inspection. In conclusion, Walbert's made every attempt possible to please the customer's family member but in the end that was just not possible."