Nimmer Heating & Air Conditioning

"[Member Name Removed], I am sorry we were not able to get a technician out to diagnose your problem the afternoon you called. Our schedule was overflowing. We had already rescheduled all non-emergency calls that week, and our technicians were working 12 hours days (including Saturday) to best serve our customers. Despite our best efforts and intentions, and although you are extremely important to us there are days we cannot give every customer the care we want to and that they deserve. We appreciated your patience throughout the diagnostic process and were able to complete the repairs at zero cost to you. Please do not hesitate to call with any questions or concerns. - Patty Nimmer"

"[Member Name Removed], Thank you for this feedback. One of our struggles is how to best communicate warranties and the need for annual maintenance with or without a warranty. Manufacturer's recommendations have always been for annual maintenance to keep the equipment running efficiently and smoothly, saving on utility bills and extending the life of the equipment. They have always required annual maintenance to keep any factory or extended warranties in good standing. In recent years, they have begun to ask for the proof of annual maintenance when processing claims. Although this requirement is part of the original extended warranty contract mailed to you from the warranty company after install, we have started giving customers reminder letters as well. We used to offer a cheaper inspection, but in the long run decided we were not actually saving our customers any money if we were not being thorough. I do want to clarify, that annual maintenance is $170.00 for your furnace, $340.00 is for a system (both heating and AC). Annual maintenance is something we recommend for reasons already stated (efficiency and longevity) and therefore offer a maintenance program for the same price as the annual maintenance with added benefits. We are also working on a pilot program whereby the first year's maintenance on a new furnace would be 1/2 price, due to the fact that it simply isn't going to be as dirty one year out from install. If you would like to take advantage of this pilot program, let us know. I appreciate any other feedback you may have, to help us serve you and other customers the best way we can. Thank you, - Patty Nimmer"

"We make every effort to offer viable options to our customers to avoid "after hours" emergency rates. We encourage all our customers to have Annual Maintenance performed, it is the first step to avoiding costly repairs. Also, the sooner a customer informs us of an emergency situation, the more options we have open to us to work the service call into our regular schedule, avoiding after hours rates. Our schedule was full Monday afternoon when the customer called for service on a boiler issue they had been experiencing since the previous Friday. The customer declined the dispatcher's offer to be the first appointment Tuesday morning. She was informed of the after hours rate. She stated she needed service ASAP. It was 65 degrees in the office when our Service Technician was onsite that evening. The Service Technician completed his diagnostic procedure and evaluation of the boiler system. No pipes or people were in danger of freezing so our technican again offered to return at the first appointment the following day to complete the repair; when regular rates would apply. This option was again declined and the repair was completed. We did and will always make every attempt to take care of our customers during regular hours. We will also always defer to the customer as to what constitutes an emergency requiring after hours service. The "retail price" of thermostats available online and at big box stores does not include pick up, delivery and installation by a professional Service Technician nor a manufacturer's warranty (if not installed by a licensed contractor). Our price does."

"It is always a pleasure working with you as well, and we appreciate your trust in us over the years. I have passed your appreciation on to Tyler and his team. They have pride and integrity in their craftsmanship and strive to make every job and treat every customer the best. Thank you!"

"Hi (Removed members name), I am sorry you did not have a good experience with my company. We are always trying to improve our services and the proficiency of our service technicians. It is odd that they would have misdiagnosed this issue since we are NATE certified and factory authorized. We are not perfect and if we make a mistake we stand behind our service 100%. I would be happy to refund your entire bill. Regarding the repair cost, the price quoted was for more than just the gas valve. Proper gas pressure and set of the valve and other work was necessary to complete the repair. Thank you for your review, it helps us improve our services. Mark Nimmer"