My service technician Kurtis was amazing. He was professional, very knowledgeable, friendly, sincere, caring. He asked meaningful questions about what was happening with our 20+ year central a/c, is an excellent listener, inspected the unit/system, explained that the coil was frozen and he had to wait until it thawed to be able to troubleshoot the problem further, turned the a/c off and just turned the fan on which accelerated the thawing process. During the waiting time he explained about average age spans of a central a/c system and after 20 years they often are nearing the end of it being able to function properly and that what we are experiencing is not unusual. We had a lot of questions about split ductless a/c systems and Kurtis provided a lot of other important details (benefits) about purchasing one of those systems and what answered all of our questions about split ductless a/c systems. He let us know that Wilcox Energy would send a salesman out to talk with us if we would like more information and to get an estimate of what the ductless a/c systems would cost for our house. Some options are just a:c or a/c and heat. The coil thawed, Kurtis finished his inspection and he explained that the Freon level was only at 30%. He explained that he could add Freon (or maybe a different coolant-can’t remember) and it should help but how long depends on the size of the leak. It could be as little as a day or sometimes it could last during the rest of season. He called the office to get a quote for the cost to put add Freon (coolant), he let us know the cost (which was very reasonable) and asked if I would like hi to add more coolant, I said yes and the unit was able to bring the temperature down to where we want it. And Kurtis told us the Wilcox is a great company to work for and does a great job in meeting the needs of their customers. Also. The woman who answered the phone when I first called and she was so pleasant and helpful. I can’t remember her name. I know the staff must be overwhelmed by all the calls coming in from customers during these last few days when the heat was so high but when they were talking with me they were so friendly and caring.
