My only concern is that you don't pay your people enough! What a team! We smelled gas in the basement in the afternoon on Saturday 3/23. Called NYSEG, they came and found that the control valve inside the furnace was leaking gas big time. So, they red tagged it and shut it off. We called two local repair men. The first claimed to have 24/7 services, but turned out that the guy "on-call" was actually in PA at the time and couldn't get to us until Sunday morning. So, we called the next one and he would come out, but it was going to be $140 with no guarantee that he would be able to fix anything because we had a Singer furnace. Then we saw your ad in the Yellow Pages, and noticed that you offer regular business hours until 9PM everyday. So we called and got a person that actually works at your company (the other guys were using answering services). The nice girl said that she wasn't sure when exactly, but that someone would be to our house that evening and it would only be $89, and he would call ahead. The guy (Pete I think) did call and showed up at our door after dark. We were in the midst of renovating our kitchen, but he still insisted on donning his booties to walk through the kitchen to the basement. Once down there, he got right to work and checked the whole furnace over. He ended up finding a hole and two weld spots on the heat exchanger that were missed by our home inspector (we just moved in this past October). He said that he would have to red tag the furnace on top of the other red tag from NYSEG. Then he called his boss from our basement to see what could be done to get us heat ASAP. His boss told him to call Steve, your VP of Sales and Service. They talked for a bit, and then he handed the phone to me. Steve explained that we wouldn't be able to get a new furnace Sunday, but would have a new one first thing Monday morning. Also, he said that based on our income he would be able to get us a deal through NYSERDA to help with the cost of the furnace. And he would be able to get some other discounts for the time of year, service plan, etc. Also, he mentioned that he would be able to apply the $89 from the service call that day to the balance of the new furnace. And, he said that the tech would be leaving us with 3 space heaters to keep warm until Monday - free of charge!! I was so happy at this point I was speechless. Then Sunday, Steve called me three times to work out all the details of the financing and NYSERDA application. On a SUNDAY!! He had a birthday party for one of his grand kids that evening, and he is calling me to make sure we have everything in order to be able to get the furnace first thing Monday. The installers showed up Monday morning and I directed them to the external entrance to the basement, but they had their booties in hand to walk through the kitchen (still under renovation, but we did finish just in time for Easter). They ended up having to take the old furnace out in pieces because it was so big. They finished the whole installation by 3PM. Then as they were running the drain line for the furnace, they noticed the old saddle valve from where the fridge had hooked into the cold water was leaking (I had capped it, but it was still leaking, so I knew I would have to take it off and seal the pipe at some point). I explained this to them and they went right ahead and fixed it for me and they did a darn good job of it too! So again, I just wanted to reiterate that I hope you pay your people a lot because they sure do deserve it.
Clayton O. of Elmira, NY
Saturday, March 23rd