Ethical business practices still exist!
Fri., Apr. 30, my 19 yr. old AC stopped blowing cold air. Given its age, I presumed it needed refrigerant. Hours later, an hvac tech said my compressor was dead, my furnace outdated, I needed a new hvac system. Wanted a second opinion. Discovered nearby company called Expo Heating \& Cooling, called them. They sent a tech same day. Rather than presume the worst, the Expo tech tried a new capacitor and cooled the compressor with a hose. He checked components in the attic. Because the Expo tech took extra steps to be sure I needed a new unit before relaying that bad news, I believed him. Using visuals on his notebook, the Expo tech explained what options the company could offer. The information was well organized into option/price packages for different brands. He said furnace replacement could wait, as immediate issue was AC, but replacing whole system costs less than doing separately. Intending to get several bids, I thanked the tech for his offer. Soon via email, got written estimate of options we discussed. Online, I compared brands and different hvac types. The tech returned Sat., May 1, patiently answered many questions I had. After more research, had more questions. Despite Expo being closed Sunday, questions emailed that day were promptly answered. I set a Tues., May 4 deadline to choose among 7 estimates. Some bids were lower than Expo's, but for brands I did not want. For brands I wanted, Expo's bids were best, and they offered more financing options. They never mentioned deluxe models I found online, but since I asked, they sent an amended estimate reflecting those options. After thinking through my choices, I chose Expo and the mid\-range, mid\-priced full hvac system they originally thought best for me. (It was.) When I let Expo know I accepted their offer, they scheduled installation for very next day. Wed., May 5, Expo's installers arrived 8 AM. The entire furnace/AC removal and new installation process was completed at 3:30 PM. The workers stayed focused, stayed off their phones, stayed on premises for breaks. They placed floor protection over areas they would tread. My premises were left same as when they arrived. They carried massive, heavy equipment down and up stairs, yet left no scratches anywhere. When installation near completion, the original tech arrived. He kept the crew there until he personally inspected their work and tested it. He remained to demonstrate the new thermostat, even programmed it for me. I'd chosen the Bryant brand. Its longest warranty requires product registration within 90 days. Before the tech left, I received by email registration confirmation from the manufacturer \- Expo already took care of that for me. Next day, Expo's owner called to ask how the new system was working and about my experience with Expo. I'm writing this review not only because Expo earned it, but also to help others. Many contractors seek the most profit for the least effort, so it's hard to trust anyone or believe ethical business practices still exist. Expo proved to be exceptional in every aspect. As a senior citizen, I was pleasantly surprised by the respectful and patient manner in which Expo's young agent treated me. Instead of listening to recordings when I called, a real person answered. Emails and texts were promptly responded to. I never felt put on hold, ignored or dismissed. Product and installation quality matter most, but Expo's outstanding customer service on top of that is what makes it an exceptional hvac company. Anyone taking bids for their hvac needs owes it to themselves to include one from Expo for the honesty, fairness and customer care it offers.
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