December 4, 2002
Dear Hills Heating & Air Conditioning,
I am writing to tell you of my complete satisfaction with the Rheem central heating and air-conditioning system you installed for me during the week of August 19th, 2002. I rarely have written to anyone regarding my satisfaction with their products and services but my encounter with your company was completely satisfying I’d thought I should share it with you.
Our old Lennox/Sears system died last spring and we knew we had to completely replace it with the latest technology heating and air-conditioning system. We had also desired to extend the forced air ducting to the master suite, which was added to our house long after the original heating/cooling system had been installed. The new system would have to serve our entire 2,600+ square foot house.
During the late spring we contacted five contractors, including Hills, to come and quote on this major job. Hills promptly came within a couple of days of our call and examined the job offering excellent suggestions on how we might go about extending the ductwork to the master suite. Within a week of the site survey we had a written proposal and offer from Hill’s covering the entire job and even an alternative system for consideration.
Our experience with the other contractors was less than favorable. Of the other four, two came within a reasonable amount of time but they did not like the idea of extending the ductwork and eventually quoted on a best effort basis. The quotes were slow in coming and were a single page without any explanation of their offer or alternatives. The remaining two took some time to even get them to survey the job and after finally coming, they completely failed to deliver any quotation verbal or written.
Thus, we were presented with three quotes of a possible five. Hills was a complete typed binder with explanation, alternatives and sell sheets and the others, single pages and handwritten. We were not looking for the lowest price but the best proposal that would meet our requirements. It was more important to us to get the job well done than to pinch pennies. The decision for us to go with Hills was simple, not only had you presented yourselves as the best option, but you were the lowest price!
After answering a few questions during a follow-up visit we signed the contract and scheduled installation for the week of August 19th. The installers arrived on schedule and set about the work in a very professional manner. They always addressed me with extreme courtesy, cleaned up the work site each day and left notes regarding the status from day to day. I was very impressed with the neatness of the cutting into the sheetrock to install the ductwork extension. It was so cleanly done that I replaced the sheetrock cutouts myself without having to hire a contractor. The work was completed on schedule on August 23rd and the installers cleaned up and hauled away the old unit leaving all the operation and installation manuals and giving a brief tutorial on how to use the system.
Being a hot summer, we got to try out the central air-conditioning soon afterward and upon closing up the house and setting the thermostat for 70 degrees it proceeded to pump the whole house to a comfortable temperature. I took a thermometer from room to room, upstairs and down and, after a little adjusting of the central damper and some floor registers, was surprised to see the whole house a uniform 70 degree F to within +/- degree F while it was a steamy 85 degrees F+ outside.
The fall progressed and we didn’t have much need for cooling or heating until October came along. Winter seems to be coming along colder this year and we have had excellent use of the heating system. We have the thermostat programmed for 67 degrees F while we area at home and we area still seeing the remarkable whole house uniformity of +/- degree F.
In addition to the above benefits, we have found the system whisper quiet, not disturbing our sleep in the slightest and the air in our house seems much fresher and less stale due to the excellent circulation and filtration system.
Thank you for doing such a great job and selling us such a fine Rheem system. I wish you season’s greetings and please rest assured you have a warm and very happy customer this holiday season. Please feel free to use my name and this letter as a reference if you ever desire to.
Ian K. Edwards