Just wanted to shoot you a note letting you know the outcome of our heat pump install yesterday. First and foremost, Alesia and I would like to thank both you and your install team for getting the system spec'd and in place with such a short lead time, especially over the holidays. We were a little discouraged/disappointed when we realized we needed to replace a system we thought would last another five years, but now that we've taken the plunge we are very excited to have modern, state of the art technology heating/cooling our home. We are absolutely sold on the system you've built for us and look forward to "worry-free" operation in the years to come.
Regarding the actual install, I was SUPER impressed with the team that came out and performed the work. Jeremy, both Erics and Marcellous did a bang up job inside and out -- they were professional, efficient and seemed motivated by "getting the job done right" (the latter being VERY important to me when it comes to judging someone's work). I'm sure this is a standard ARS expects in all of its employees, but what makes this install exceptional is that the fact that they were able to maintain such a high standard IN SPITE of the terrible weather we experienced yesterday. With temps in the mid-30s and nonstop freezing rain/sleet/snow, I don't envy anyone who has to get soaking wet while punching holes thru masonry walls, wiring up a compressor or brazing together copper joints. Yet your guys did all that and more, without the slightest hint of negativity or unprofessionalism. I don't know if performance/customer satisfaction-based bonuses are common in the HVAC industry -- if they're not, they should be; if they are, then your guys should be maxed out!
Michael and Alesia
"Hi Joe: it was so wonderful that Jeff (or somebody) snuck by and put that placard up by the dryer. Thank you all so much for taking such good care of me. I love you guys!"
~ Carole Sherman
"We have been having trouble with air distribution for a long time with the air conditioning throughout our two-story rambler; that is, between the floors, freezing downstairs, hot upstairs.
Joe came out on a trouble call 8 pm last night thanks to Mike Lindsay who happened to be working late when we got in off the road. We were gone three days. The house had an odor, the thermostat was jumping around and I was very upset as you can imagine.
Joe arrived, took charge, calmly did some listening, walking through, surveying the equipment following my husband to all the designated places inside and out that he tested. His problem-solving and recommendations, his actions to close the downstairs vents and the reasons why--were right on. We spent (husband is still sleeping this AM) the best night sleeping we've had in many months, perhaps longer, thanks to Joe.
We recommend a commendation letter be placed in his permanent files. I know this is important. I used to have my own management training business and worked training technicians, managers, and the frontline telephone people at ARC.
I know someone who has all the public service skills plus the technical know how; and that's Joe Martin!"
~ Harriet and Mike Lawrence
"I am so pleased with the service we receive from ARS/Rescue Rooter. ARS installed our new air conditioner in 2006. When our old air conditioner went out I called Sears. They said they would be out in 2 weeks. It was 95 degrees in August. I couldn't tolerate the heat and found ARS in the Yellow Pages. You came out the same day and then installed a new system the next day. Three years later our furnice was not working. ARS came out the next day and installed a new system. Ours was 20 years old. We have our maintenance plan and ARS lets me know when we need our service appointments.
I recommended ARS to a friend last year and she was absolutely thrilled with the quick response and outstanding service. Now her air conditioning went out and she has ARS coming out today to talk about replacing her system. I always recommend ARS to my friends. You can get someone quick who is technically capable to fix your heating and cooling problems. ARS is the best!"
"Just wanted to say thanks for getting our system replaced on 6/21. The workers who came out were great - they did a great job, were very friendly and professional, and cleaned up. They also explained what they did and how they system should work. They got it done in less time than I i expected with the heat in the attic! Just wanted you to know what a great job they did!"
~ Barb R.
"I wanted to thank you for an outstanding experience with your company February 7th and 8th. You were knowledgeable on your products and provided excellent guidance during the equipment selection process. Your installers too were excellent. They were prompt, immediately productive upon arrival, and focused on their work. I found all of you to be friendly, attentive, and highly professional. Overall, I would say we had a flawless experience and we’re very happy with the results."
~ Carl L.
"Just wanted to send off a heartfelt thank you for the work - installation that you put together for our home. Yourself and the team that did the installation did an outstanding job! If given the opportunity I would highly recommend ARS. Once again THANK YOU!!"
"Dear Mr. Skourtis,
I'm writing to thank you for the outstanding customer service we've received from your ARS staff. We've been helped by several individuals, and they've all been prompt, courteous and knowledgeable.
Our good experience began with Travis, who inspected our A/C unit. He was very helpful and informative. Based on my 20+ years with A/C service people, he's the best!
Travis arranged for a visit from David Pearl in only a couple of hours. Mr. Pearl has worked with us through several weeks, answering all our questions with patience and expertise. He found equipment options best suited to our needs. We were very impressed that David was always available for our questions. And we sincerely appreciate his efforts to make our equipment as affordable as possible.
Next, we had expert help from Tim, who provided a thorough evaluation of our oil furnace. He took great care in his inspection, and made numerous helpful suggestions. We appreciate his sharing his expertise to help us make good choices.
And last week, our new equipment was installed. We can't say enough good things about John and Brian. They arrived on time, and gently maneuvered massive equipment through narrow passages and down steep stairs. They dealt ably with all surprises and challenges. We appreciate that additional staff was called in to ensure the timely completion of our installation. And we are grateful that at the end of a long day, John and Brian patiently answered our questions.
This letter would not be complete unless I also thank you for the courteous, able assistance I have received each and every time from the ladies who answer your phones. They set the tone for the exceptional service provided by your company.
The need to purchase new heating and cooling equipment came as a surprise to us. Living as we do on limited retirement income, it was not exactly a happy surprise! How fortunate we are that a good neighbor referred us to ARS. Thanks to your amazing staff, we have had an excellent experience. We look forward to a long association with your wonderful company."
"We have had ARS maintain our AC and heating units for several years now and each year the level of professionalism, punctuality, and service of the technicians and customer support personnel surprises me because it just gets better and better. Thanks for treating your customers like people and not account numbers!"
"My Faith in ARS is restored. You tech arrived at my home yesterday and installed the "TXV", vacuumed the system out and started the system up and it appears to be functioning properly. He assured me that it was fixed and all was well. It is evident that you understand and value customer service. I appreciate you taking care of this and I look forward to working with ARS in the future."
~ Donjette G.
"I had my regular seasonal maintenance call recently and Victor was the serviceman. He ran into a problem that took some time to diagnose. I was afraid he'd have to leave for another call because I'm sure he had a tight schedule that morning. Someone else might have left me without heat until another service person could come out and spend the time to fix it. But Victor stuck to it doggedly until it was fixed. I am very grateful for that.
Victor also made a good case for my replacing my heat pump and A/C and so a couple of days later, John came to talk about that. He is a pleasure to deal with: intelligent, polite and competent. I bought the new system while he was here and it will be installed two days from now.
Both these men made ARS golden to me with their conscientiousness and helpfulness."
"Great job!! I called you at 4am and actually spoke to a live person and you had a repair tech at my house at 10:15 am. The repair tech was courteous and knowledge and fixed the problem in 20 mins. Plus the fee was more than reasonable. Well Done!!"
"My wife and I received several estimates from several companies. Price is always a concern, but more importantly is value. My wife and I believe we received an excellent heat pump that was professionally installed for a good price.
When you arrived on a rainy day, you immediately took off your shoes. The installation crew made it a point of sticking to the floor tarps or removing their shoes. The work area and where the truck was parked were cleaned. Besides that, our dog liked you."
"In response to my recent call to resolve an issue with maintenance performed on my HVAC system, Ms. Downs professionally resolved the issue to my complete satisfaction. Her prompt actions and willingness to identify the root cause of the service problem restored my confidence in ARS as a service provider. After my HVAC was restored that same afternoon, she took the time to get my opinion on how to better provide service in the future. Please pass on my personal thank you to Brenda for her commitment to total customer satisfaction."
"It's the middle of summer in the DC area and your A/C goes down, what do you do? You call Mr. Lee Strayer at ARS.
On the 19th of July, I arranged a service via Mr. Strayer. Sounds pretty ordinary right? Well the catch is he was on vacation. Yes vacation, a break from work. Nope, not Lee. He took time out of his vacation to get the job done.
On the 21st of July, the techs arrived to find and A/C unit that was totally shot. Ok now, what do I do? Well, I called Lee back and made him aware of the situation, remember he is still on vacation! He gathered some information then called me back and together we decided on a suitable and affordable replacement. Lee was able to arrange for next day installment.
The installed unit looks great and the house is now cool and comfortable thanks to everyone involved. I would especially like to thank ARS for the extraordinary customer service I received from you sales manager Lee Strayer and the precision installation from service techs Eric and Eric.
The professional service that we've received from ARS/General Heating is why we have been your client for the last 16 years."
I usually don’t write these types of email’s but as a business owner I have come to understand their value to management. I would like to convey what an absolutely great impression your technician George made, not only about himself, but your company.
I have a natural distrust of heating and cooling companies, based on years of perceived dishonesty, that led me to purchase a home warranty via AHS. It was through a service call from my warranty that I became acquainted with your company and George.
He is a friendly and completely professional representative of your company. He was neatly and cleanly dressed, he respected my home, he completely explained what was wrong with the system and what needed to be done to fix it. he was on time for both of the appointments with your company. He responded to my questions that did not have anything to do with why he was there (Setting up a maintenance plan, cleaning my vents) he stopped what he was doing to get me the answers. George is the reason I purchased a maintenance plan from ARS to ensure my system is running smoothly in the future. I also scheduled a duct cleaning via one of your affiliates Atlantic Duct cleaning.
It is rare to find an employee who represents your company is a positive manner. George does that. You should reward him and do everything you can to keep him, as I suspect he does this with all of your customers."
"My wife and I could not have been more pleased with the extraordinarily professional, skilled and friendly service your technician, Mr. Andy Rowe, provided us during his recent repair of three plumbing problems within our home. Such exceptional service is the reason we have used no other home maintenance service for the last 15 years."
~Mr & Mrs B.H. Borum
"Your understanding and patience kept at least 2 clients with ARS. My friend that we referred to ARS and who hs been with ARS for at least 20 years, was ready to quit after trying in vain to someone to come and fix my A/C. I hope ARS realizes what a gem you are. Thanks so much Ronique."
"I would just like to let you know that your crew installed my new A/C system and did a great job. Coming from a labor background, I know a lot [about] installing equipment. [...] For the first time in a very long time I was not the one telling the installers what to do and was able to sit back and see skilled people do a great job. Rolando and JD are very good and polite professionals that deserve praise for their work. Thank you for having such good people working for you."
"This letter is to commend Mr. Robert Davis the technician that came to our home and provided the service we had requested. He was very professional; he introduced himself when we opened the door and he put on shoe covers before entering our home. [...] the technician has been so thorough in checking our equipment and to explain to us every step of the way what he was doing and why. We really appreciated him and the service he provided."
~Reather and Thurlow F.
"I wanted to send you an email message to tell you how much my husband and I appreciated the excellent service that we received from John Jackson. Mr. Jackson did an outstanding job at assisting us in selecting the best Heating and AC equipment for our price range and our needs. He explained the contract and tax deduction procedures, and responded to all of our questions and concerns in a timely manner.
We now have a good working knowledge of the thermostat and the Air Conditioning Unit is operating at an Energy-Saving optimum!
We want to thank John Jackson and all of the owners and employees at ARS and we know that we can count on the integrity and quality service we received from your company if we have any future questions or concerns."
~Chris & Anne G.
"Dear Mr. Brooks:
Just wanted to send a letter of appreciation for one of your comfort specialists, John Jackson. John demonstrated an extremely high degree of professionalism (and especially patience) during my drawn out process to select a contractor and system for my basement finishing project (this system will also be heating and cooling the main floor of my home).
I first talked to John in late March and he made a total of 4 visits to my home during the last 5 months to address all of my questions and concerns, particularly regarding the duct work required. One of these visits included bringing an ARS technician/engineer out to take detailed measurements for the load calculation. Last, but not least, he addressed my cost concerns and I finally signed the ARS contract earlier this evening for the Trane XV95 and KLi16 system.
Assuming the entire installation process that is scheduled for next week is handled with the same degree of professionalism as displayed by John, I will enthusiastically be recommending ARS and Trane to my friends and neighbors."
Thank you and best regards,