My 20-year old heat pump catastrophically failed on a Friday night at 6PM when it was 20 degrees out. Within 90 minutes, a young man named Jacob was at my house diagnosing the problem and explaining the details of the issue to the level I requested (which was thorough). He was incredibly friendly and patient, and walked me through all of the options for both repair and replacement. I opted for replacement. On Tuesday, Steven and John showed up at 8:30AM with my new heat pump and furnace, only to find out that my hot water heater had blown out overnight, drenching my basement. Not only were they easily able to work around that, but they were also able to get me a new hot water heater and tank to install the same day. Steven followed up later that evening and fixed a thermostat issue that was keeping the new system from working, and he and John came back Wednesday to finish some auxiliary installation stuff. Steven and John were both exceptionally friendly and clean and polite and professional. The installations are flawless and look better than they did before. I have absolutely zero complaints and nothing but compliments for the both of them. Even the ladies who do scheduling and customer service were great (Skylar was the one I interacted with most). I gave three stars for cost because this was incredibly expensive and, I assume, the industry average. I didn't have the luxury of shopping around because I didn't want my family to freeze, so I went with what was available at the time. I'm not sure how most people would be able to afford these repairs, if I'm being honest. None of this, however, is any fault of the men and women with whom I interacted, and everything I purchased is working flawlessly.
