Southtown Heating, Cooling, Plumbing & Electrical

"I would like to apologize to this customer if we indeed missed taking care of him! As we responded previously on [Redacted] review, we again searched our message books (3 of them) for any calls from Mr. [Member Name Removed] None were found. We additionally checked the sales representatives schedule book from Jan. 1, 2017 through April 30, 2017 and found no entries relating to Mr. [Member Name Removed] We have no service calls linked to this customer and we found no sales sheets for him as well that would have instigated a visit. We would like to talk to him further about this. If this is a false review, I am very disappointed that someone would do this. If we dropped the ball, again, we would like to hear from the customer to find out how we missed him because we haven't done that before! I can't fix something that we don't know what may be broken! We love our customers and try to never disappoint them! Terri L. Trame, Pres."

"I am beginning to see a pattern with false reviews on this site. I just got our login straightened up so I could review our customer comments and am very upset that I can't find where we have serviced this person. I went back to our customer base and they are not in our system for any servicing or installation? I have no one in our system with that name at all or the address! I would like the customer to contact us us please if it was maybe under a different name or address? I cannot address poor reviews when I have no record of our being at their home whatsoever. I can only assume that this is a competitor listing these? Thank you! Terri L. Trame, Pres."

"I am sorry I am late responding to this comment from one of our customers. I pulled the history on this service call. We were contacted in July 8, 2013 for service. We went out and serviced suite #112. Upon arrival we found this split system completely out of refrigerant. With both units being 18 years plus, the technician recommended that the customer consider replacement. They indicated they wanted to entertain a quote and we gave them pricing for a replacement. When you have a system void of refrigerant (and the refrigerant is the phased out R-22) we generally offer a quote for replacing the unit or repair depending on the feedback from the customer. The second, and only other visit to this customer'[Member Information Removed] location was September 9, 2013! I assume the first visit was acceptable because he called us again for service in Sept. The second call was no a/c for suite #270. We responded and this system was empty of refrigerant as well. They approved a leak check be performed and a repair if possible. We performed the leak check, found leaks, repaired them and recharged the system. The customer paid for the service call and we further recommended regular maintenance be performed. We found that someone had bypassed the safeties on this system and we raised some concern about the long term running of the compressor! We didn't hear back after forwarding information about a coil cleaning and pm program. I am not sure what he was upset about or what possibly could have been diagnosed improperly. We would certainly welcome talking with him about it! Thank you! Terri L. Trame, Pres."

"In response to this customer's comments, we offer that the approximate range of our arrival on a call is just that, an approximate range. We try to always be as prompt as we can and accommodating, however once in awhile the call prior may take a few minutes longer than we anticipate. In reviewing her work order our technician was dispatched at 10:30 and arrived at her home at 11:00 am. This is typical for all our service calls. We do not charge more than 30 minutes of travel to a customer. An oversight on our part was that we have a special agreement with Yellow Springs to only charge 1/4 hour of travel and no more. We are sending her the adjustment back in a check. Unfortunately, when a technician is dispatched he is not always sitting down the block from the customer, but could actually be anywhere in a 50 mile radius depending on where the call was prior. As a company, we don't participate in flat rate pricing, we don't elevate our parts prices when they are put in during evening or weekend hours, we don't commission our technicians and sales representatives on what they promote to keep them very honest with their recommendations. We respond 24 hours per day, 7 days a week on all emergencies whether it is for heating, cooling, plumbing, and/or electrical. We do our very best to always be there for our customers whenever they need us. We do charge for the travel time to their home, but not more than 30 minutes. In comparison with our competition who charge flat rate pricing, who commission their service technicians, and who accelerate the pricing of parts in the evenings and weekends, we feel we are doing a great job at being honest and dependable to our customers. We will be sending this customer her 1/4 hour adjustment today. Thank you for taking the time to listen to our response! Terri"