We would like to express our appreciation for the way you handled the recent problem with our air conditioner. As you are aware, we had numerous concerns with both our air conditioning and heating system over the 4 years since our home was built and we moved in. Carolina Comfort Air responded to each of our calls and the service department personnel were always courteous and responsive to our concerns. However, after 13 visits over the 4 years, we still had repeated problems with the heating/air conditioning unit which created stress, was time consuming and expensive. We were especially pleased with the company’s willingness to hear our concerns and agreement to replace the outside unit as well as provide a five-year warranty for both the parts and service on the new unit and existing system. In addition, we are grateful for the refund of previous payments we made for repairs.
Several staff members serviced us during the diagnostic phase and transition from the old unit to the new. Each person listened and attended to our needs in a professional and caring manner. The team was led by Rick, who did an outstanding job of assessing the problem and I’m sure he contributed to providing you with the information to help us get a new system. He was assisted by Kevin. Others who also worked in our home were Tomas and Anthony. All the office staff members were extremely pleasant. We spoke mostly with Melissa, who was patient and calm even when we were frustrated with the long process. Everyone did a fine job and we are pleased to have our air conditioner working again.
We thank the team at Carolina Comfort Air for your fair, prompt and professional service. We look forward to a continued positive relationship.
I wanted to take a moment to recognize the work that was done to our house this week. As you may know, the project on our house was scheduled to take an entire week, as there was a lot of prep work needed to be done (with removing two old systems) prior to installing the new one. To say that our home has some unique requirements would be an understatement. They ran into many obstacles and had to crawl into some very difficult spaces. To top off everything, the workers are here today working through freezing rain conditions, on the day of your company’s Christmas party.
While we do not often go out of our way to recognize work that has been done to our home, we wanted to make sure that we recognized everyone that has been involved in this process. From the very beginning when we worked with Willie, Barry and his helpers (Alan and Sebastian) that have been out here every day, and all of those who showed up here yesterday to make sure everything was getting hone (including the electrician Jason and his crew), we cannot thank them enough. Everyone has been great to work with, and have gone out of their way to assist in any way that they could. They also helped us out by pointing out unknown issues that were under the house that required a plumber to ensure we prevented long term water damage. Each and every employee has gone above and beyond.
This was a significant investment for us, but we are happy that we decided to have Carolina Comfort Air take on this project, and we would be more than happy to recommend them to others.