Doctor Cool & Professor Heat

"Thank you for your comments,we value your feedback.The twice yearly service is great in preventing major breakdowns. It also gives you piece of mind in knowing your system is performing as it should. We strive to provide professional,competent service in all respect to our clients at the most economical cost. We assure you we will continue in our efforts to be the best HVAC company in Texas and would like to thank for allowing us to look after all your Cooling,Heating & Electrical needs"

"We want to take this opportunity to thank you for allowing Doctor Cool & Professor Heat to take care of all your air-conditioning and heating needs. As a valued customer we really appreciate your business and we look forward to many years of serving your home comfort needs. We are certainly glad that our technician could be of assistance in finding the leak for you which we usually charge $120 for, but as a valued (Cool Club) customer the technician never charged anything. The reason for this is the leak was found during his visual inspection instead of having to use his electronic leak detector. He also found the blower motor bearings where bad. Our “Quote the price first policy” gave Member the options to look elsewhere rather than just doing the needed repairs and presenting the bill. We appreciate the review as we are always striving for excellence and ways to improve customer service."

"We want to take this opportunity to thank you for allowing Doctor Cool & Professor Heat to take care of all your air-conditioning and heating needs. As a valued customer we really appreciate your business. Thank you for your kind remarks and trust. It's a pleasure working with you and we look forward to many years of serving your home comfort needs."

"We appreciate the review and feedback. We did not perform service for this member. WE DID A FREE ESTIMATE. There was no work completed. The free estimate was in February 2012 and the review was only posted in late September, early October.Seven and a half months later. Regarding the Trane brand Heat Pump: Our companys tag line (one of many) is "We sell the best and service the rest" A heat pump is a very technically sophisticated, highly engineered product. Our 55 year experience tells us to stick with the most reliable. We never demand our customers to take our recommendations but we feel a responsibility to give them our best when we do our free consultative selling process.Our written records show we gave two different estimated prices for two different recommended Trane models. These include replacing all duct work and moving the equipment from a moldy, smelly closet to the very low overhead attic. One was $11,521.00 and the other was $12,633.00 We did not quote $16,000.00 "There is no right way to do the wrong thing" Another Doctor Cool tag line. I would think the best thing would be to say nothing about other comments."

"We are certainly glad that our technician could be of assistance in finding the leak for you. Our “Quote the price first policy” gave Member the options to look elsewhere rather than just doing the needed repairs and presenting the bill. As we researched the service call we did find the technician over quoted by two hundred Dollars. We have instructed him on the correct way to follow the pricing guide. Our repairs are guaranteed on parts and labor for at least one year and up to four years. Our response time and commitment show our dedication to customer service and satisfaction. Our prices reflect the cost of that service and a profit of 10%. We service, repair and install 5,400 customers’ homes and businesses every year since 1979. We sincerely hope that the repairs that have been made to this member’s AC unit last for many years. If you have any further queries please don’t hesitate to contact us"

"We want to take this opportunity to thank you for allowing Doctor Cool & Professor Heat to take care of your air-conditioning and heating needs. As our most valued customer we really appreciate your review."

"We are disappointed that we did not met your expectations. Yes, we had a difficult time locating your filters and UV replacement bulb. We deal with all the major HVAC distributors in Houston and our distributors were not familiar with these products. Just as you did, we located your products through the internet. Since we did not have a relationship with these suppliers, they priced the products at a retail level. We quoted a price that included our standard mark-up, shipping, and a technician delivering and installing the products. There is a cost associated with these services that you are not taking into account in your price comparison. We do not want to lose you as a customer and if you contact us, we will make every effort to rebuild your trust in our company. We really try to be the best HVAC experience available."

"Thank you for your kind remarks and trust. You are correct about the lineset cover and once we were both on the same page, everything came together. It is a pleasure working with you and we look forward to many years of serving your home comfort needs."

"Thank you for being a customer, particularly a return customer. We never want a customer to feel like it is necessary to use another provider. We are so glad you came back and we will do whatever is necessary to make you happy. Thank you again."

"Thank you for your kind remarks. As heating and air conditioning equipment becomes more complicated, it is a challenge to keep the technicians fully informed. We have a training meeting every Tuesday morning to keep the technicians up to speed. We bring in factory field technicians to train us on new products and technical information. As you stated, any employee that is dishonest is released immediately and we maintain a zero tolerance for dishonesty. Sometimes a bad diagnosis may appear dishonest when in fact it is just a bad diagnosis. As a company, we are aware of this and will refund a customers money or make the correct repair for free. Our goal is 100% customer satisfaction and we don't think any other air conditioning contractor works as hard to reach this goal as we do at Doctor Cool and Professor Heat. Again, we thank you for your remarks and we look forward to many years as your air conditioning and heat contractor."

"Im sorry we couldnt help this homeowner. Our techs get paid by the hour, from 8am till they finish. That has been 8pm on a frequent basis this long very HOT summer. Other companys pay on a percentage of what they sell basis, or some other commission type pay that we chose not to use when we started 32 years ago.. A free diagnosis would be an invitation to recover by some means the real cost of techs time, gas, truck, stock of many thousands$, insurance, phone and on and on of real costs of doing business."

"Thank you members for your report. We continue to strive to provide a professional friendly experience for those who choose our company to upgrade their air and heat systems in their homes. It was our pleasure doing business with you."

"Thank you for the good report. We strive to provide professional competent service in all respects to our clients at the most economical cost. Hung is a most valued member of our service team and we like to pass along comments like these to him and also to his family so they can know how his work benefits others."

"Thank you for your report Member. I agree communication can be improved. We have continually worked on getting better in all respects, but the two most recurring problems we encounter are running later than expected and miscommunication of some sort. After a lifetime in this industry and 32 years of operating this company I know we are better than before but not where we want to be yet. I assure you we will continue in our efforts to be the best HVAC company in Texas."

"Thank you for the report, we use them to critique ourselves. You have a real concise report that I will respond to item by item as best I can. Our tech is compensated by an hourly wage plus benefits. There is absolutely no benefit financially or otherwise to him to replace any component or components. May have damaged the mother board? What if within a few weeks, months we had to return and found a faulty component. Historically a homeowner or business person would have a concern as to why that wasn't found on the first trip. I cant fault them for that I think its a natural response. I compare it to a car overheating, you stop, replace the hose (fix the problem) and refill the coolant and go on down the road. But was any other damage down while the engine operated under extreme conditions? Only time will tell. The tech gave you the option, didn't sell it just informed you, sorta CYA by him. We train our techs to look beyond the failed switch. Why did it fail? Look around will it fail again? Could it have done damage to any other component? Be a pro, not a parts changer. We train our guys to test all operations when the repair is complete, alas he didn't do that or got distracted and left the fan in the on position. That's not good but it should not have had any effect on the outdoor section. And yes a bit of an added cost for the electric to run the indoor fan, Ten hours = a few dollars or so, I doubt we'd remember but you could ask for an adjustment on any future services if you remember. Now the cost, $188.00. We hope for a 10% profit after expenses, historically that is never achieved but we keep trying. Part of our method of building credibility with customers is that we don't just fix and present a bill. We expect our tech to give you the price (a quote) before doing the repair. If you say no then you don't pay for anything other than what you have agreed to, in this case The trip and diagnose charge of $89.00 that you were told of when you called in. I sincerely appreciate the oppty. to explain more fully our method of doing a credible business transaction with you and would be glad to discuss any questions or concerns you may still have. Thank you again for your report. Cordially, Jim Barry"

"Thank you for your kind remarks. We strive for professional service in every aspect of our business. When we change out a system, we make sure everything is as good as possible. This is especially true with condensate lines. We think our pricing is very competitive for the level of work performed. The Department of Energy has determined that over 60% of the value of a new a/c system is in the way it is installed. It is a lot more than a unit in a box. We are thrilled that you are happy and we look forward to serving you for many years."

"Thank you for your kind comments. I remember your home as a good test of our expertise. You are due for a precision tune up in about 4.5 months and again in one year. Hope all is well at your home. Kind regards, Jim"

"Thank you for your response. Our service coordinator is instructed to inform all customers about our $89.00 trip and diagnostic charge. This covers the cost of sending a certified technician in a stocked service van to your house. It also covers the cost of the technician evaluating your systems (no matter how long it takes) and then giving you the price to make repairs. Our technician evaluated your system and determined it was low on refrigerant. The next logical step is to use an electronic leak detector and try to locate the leak. If the leak is in a non-repairable place, the technician will need to know this so you can be informed. The $100.00 charge is reasonable because it can take a few minutes or hours to find a leak. Some leaks are never found. Our technician found a leak in your evaporator coil. The symptoms of low refrigerant and a malfunctioning metering device are quite similar. Perhaps the other company made a mistake. The leak could be small enough that adding refrigerant was not necessary. You did not mention if the metering valve was replaced and that fixed your problem. We strive for 100% customer satisfaction. When you notified us that you were not satisfied, we promptly refunded your money. We stand behind our work and have been doing so for 30 years now. We apologize for the mis-communications. If in the future, you need service, please call us."

"We thank you for your comments. We strongly believe in our "Cool Club" maintenance program and this may have been reflected in the technicians comments. Your air conditioner requires cleaning, oiling and other adjustments to maintain peak performance. We certainly do not want to appear "high pressure". Drain pans are available in many different sizes and we did not want to install an off-the-shelf pan. We prefer to install the size that fits your unit and that required us having to order one. The technician had requested help in raising your unit to slide the new pan under the system but we were short handed that day. He had to do the job alone. All of us try to minimize the amount of time and trips it takes to make repairs because we are aware of the inconvenience this causes our customers. Again, thank you for your comments and we look forward to serving your air conditioning needs in the future."

"Thank you for the kind report. The price of course is just a direct reflection of the cost to us and I agree it is high. It seems the mfg. or distributors are raising costs beyond normal inflation. There have been increases in technology but our costs seem to be more than I would have expected. Other than that delivering good service does cost us money and then we hope for 10% profit which we have never actually achieved."

"Thank you for your kind remarks. It is our daily goal to provide exceptional service. We did indeed miss the drain lines. This happens occasionally even though we have procedures to prevent it. Thank you again and we look forward to serving you for years to come."