Deiter Brothers Heating Cooling Energy

"I am very sorry to hear that we did not meet your expectations. We try very hard to listen to our customers concerns and deal with them appropriately. Most of the time, we meet or exceed those expectations. When we do not, we take the time to look into the matter to see if the situation or circumstance could have been handled differently. When our CSR spoke with the caller, she did tell her that we cannot use another company’s diagnosis to quote a repair. There are times when it is not the correct diagnosis resulting in lost time and additional charges for the customer. Neither of us wants that. If we send a Technician to your home, we need to bill for that Technicians time. Our trip/diagnostic fee covers the trip time to get there as well as a complete diagnosis no matter how long that might take to complete. She asked if we did not do the repair if she would get a refund and was correctly told that we could not do that either as the technician had time to get there and time to diagnose the issue. Why wouldn’t we be entitled to the $79.00 fee? She indicated that the home was purchased from a builder who went bankrupt and did not know who installed the system originally. Typically Manufacturers require that the equipment be registered in order for the warranty to be in force. This is how they determine when the unit was installed, (equipment can sit in inventory for some time until it is shipped and installed), so the warranty period can commence. When we install a new system, we help the customer register so that we are sure they will have effective coverage. Our CSR logged the fact that the conversation wasn’t going well, and indicated she was hung up on. I would very much like to help if we can, but we do need to be paid for our time. Please don’t hesitate to contact us should you reconsider."

"Thanks for the great review! We really appreciate the opportunity to provide you with our services!"

"Thank you for the wonderful review! I am sure your new Lennox heat Pump will provide you with years of trouble-free comfort and lower energy bills!"

"(Removed members name) , Really appreciate the great review! I will share this with Ryan, your technician. I know he will appreciate it as well!"

"[Member Name Removed] Thank you for the great review! Wishing you and your family a wonderful New Year!"

"[Member Name Removed] Thank you so much for the wonderful review! It was a pleasure to work with you! Have a wonderful Christmas Holiday and best wishes for a Happy Healthy New Year!"

"I am sorry to hear that we fell short of your service expectations. I have done some research and I have spoken with your technician as well as our Service Manager. Our Technician, Mike, indicated that he performed a proper preventive maintenance exactly as described and that he diagnosed a defective part. He also indicated that after he properly diagnosed your system issue, you told him that you had a home warranty company and that he should not worry about the repair that you would turn it in to them. He also indicated that you told him that you needed proof that the Preventive maintenance was done so that you could get the repair covered. We are glad that worked out for you. Our Service Manager indicated that you had insisted on a refund as well and that he did not feel one was warranted inasmuch as we performed the service that you had purchased and we did not charge you additionally for the service diagnosis as we typically would and should have. We are constantly training and evaluating our service teams and the calls they run. Mike happens to be one of our Master Techs certified in the installation and service of all major brand systems. We also have very strict guidelines for how we interact when on our customer’s premises, from no smoking to wearing booties over our shoes when entering the home, and where we park our vehicle. Certainly it would stand to reason that cursing is also not something that would be permitted. In closing, I am not sure I understand the very negative review. Happy Holidays to you and your family!"

"[Member Name Removed], Thank you for the great review! I will be sure to pass this along to the team that you worked with. Please don't hesitate to call us should you need anything else. Wishing you and your family a wonderful holiday season!"

"[removed member name], Thank you for the great review! Please don't hesitate to call us should you need anything else. Wishing you and your family a wonderful holiday season!"

"[Member Name Removed], We really appreciate the wonderful review! Please let us know if there is anything else we can do for you. We are available 24/7 if you need us!"

"Thanks [Member Name Removed]! We are just a phone call away should you ever have any questions or concerns."

"[Member name removed], Thanks for the great review! Remember, our services are warranted for 1 year. Please don't hesitate to call if you have any other concerns."

"[Member name removed], Thank you for the great review. We really appreciate it!!"

"Thank you so much for the great review Lisa! I see we reset your thermostat. Please let us know if there are any additional questions or concerns you may have. Also, don't forget to change that air filter:-)"

"Thanks [Member Name Removed]! Your new Lennox heating and AC systems will bring you many years of comfort! We really appreciate the great review and promise to live up to your expectations!!"

"Thank you very much for the great review! I see that Rev was your Technician. I will be sure to share this with him!"

"[member's name removed], Thank you for the wonderful review! We really DO appreciate it!!"

"Thank you for the wonderful review. We really appreciate it!!"

"[Removed member name], Thank you very much for the review. We really appreciate it!"

"[Member Name Removed], Thank you so much for the wonderful review! We enjoyed working with you as well. I will make sure to share this with the rest of our team!"

"(removed member name), Thank you very much for the review! I am sorry to hear that you were unhappy with our pricing for the 1st pound of refrigerant. As you may or may not be aware, there are other costs that are associated with adding Freon to a refrigeration system. EPA testing and certification is required of the technician before he/she can handle refrigerant. Scales and reclamation equipment must be purchased and maintained on a regular basis. Gauges must be purchased and maintained. Records and proper documentation are required to be kept and maintained for a specific period of time. There is also the time it takes to connect and get setup to add the refrigerant. That minimum charge for the first pound is how we absorb those costs. We appreciate the opportunity to provide your service check and I hope you understand why we have a minimum charge for the 1st pound of refrigerant."

"I'm sorry to hear that you were not happy with your recent service experience. It also appears that you may not have all of your facts correct. Had you called purchased a service call rather than a preventive maintenance tune-up I suspect this may have gone much better for both of us. When you advised us that you intentionally purchased a tune-up for a system that was not functioning, we did explain that we would send a Technician to properly diagnose your "no heat" condition and provide you with a quote. Out Technician advised that the heating system and the chimney were blocked and once the chimney was cleaned, we would stop back and perform the cleaning of the heating system. You did call and schedule the cleaning for 2/4. You then called and left a message to cancel the cleaning. Unfortunately, the price of the system cleaning doesnt cover every possible repair or service issue that you may have wanted it to. Additionally, at no time did our Technician refuse to service the system. He properly diagnosed your issue and quoted you for the repair."