“Mr. McLaughlin, I know from being in business for myself, often when you get calls from customers it’s because they want to complain about something or argue that the invoice is too high. I wanted to write to you today to express my thanks for a job well done, extremely well done.
I have used Charlotte Mechanical twice in the past for a couple of plumbing issues both in my own home and a rental property I own. In both of those cases the service was fantastic, and the technician, Adam, represented your company in such a positive way.
I have to be honest…I thought that just by luck I got the best tech they have in both cases. Recently I found that was not the case.
My mother is in poor health, 87 years old, lives alone with a care giver during the day, and has had oil heat in her home for the past 35 plus years. She has used a local Heating and Air company to service the furnace and AC for much of that time and even has a service contract. To be fair that company has been very good to her over the years and has advised her that one day the unit would need to be replaced with a Heat Pump system. At my mothers age she has never like the feel of a Heat Pump when she visits her children and grandchildren, she can’t “feel” the warm air.
Last week the firm that was keeping up her furnace found that the blower unit needed to be replaced, they felt it would be better to shut the system down for safety. This was on a Thursday. They told her they would call her Friday and let her know what they had found on the replacement parts but they were not too hopeful on what they might find. No call on Friday at all. I put a portable heater in her bedroom, and we used the gas logs in the fireplace all weekend. It just so happen it was our first cold week end of the winter.
Still no call on Monday. Mom called the company on Monday afternoon and they told her they were still working on it but had not had any luck and they would call her on Tuesday. On Tuesday they did call and she asked them to call me which they did. They explained very clearly that they were still trying to find a part, the tech was very polite but told me that he had been on something like 40 service calls himself. That told me that my mom was not the priority here.
I hung up and called your company around 1 PM on Tuesday, not knowing for sure if your company even worked on Oil Furnaces in private homes. I was told that your company did not do a lot with oil furnaces, but you could send out a tech to see what was going on.
Within 15 minutes I received a call from the tech saying he would be at the home between 4 and 6 PM that afternoon. He arrived dead on 4 PM with a comfort advisor that could asses our options should the unit be unserviceable .
I have to say at that point I was impressed but also in the back of my head I thought well the Comfort Advisor is here to sell my mom a new Heat Pump. The Tech jumped on the problem and instead of just looking at the blower he removed it and told me he would take the unit with him and see if he could find a way to repair it. The Advisor took measurements and checked out the AC compressor and took a bunch of notes. Off they went, very polite and courteous beyond belief. Still no call from her regular service company.
Wednesday morning, 9 AM, I received a call telling me that the part was no longer manufactured. Will told me about an oil furnace they had located, brand new, perhaps 90 miles from our home and quoted a very fair price, we did not have to buy a new compressor or replacement duct work and we could get my mom a new furnace that she would be very comfortable with. I told him to get it moving, even offered to go pick it up myself but your folks would not even consider letting me do that.
On Thursday morning at 8:30 AM it looked like a Charlotte Mechanical convention in my back yard with 3 of your service vans in the back yard. I know I have rambled but to sum it up, these guys worked like a team I had never seen. Everyone from the Comfort Advisor, the guys that brought the unit out, the tech’s were a team.
So my absolute most heartfelt thanks go out to your company and the employees I had the privilege to work with, Will, Robbie, Jake, Juan ,and Jose. And to think that I thought Adam, the first tech that I worked with, was the only great employee your company had, oh I was wrong. All of these men represented your company in a way you should be proud of. Be sure to pass my thanks on to them, they made my mom a very happy mom.
Oh by the way, I still have not heard back from the other company and I did give them the option to quote me a replacement.”