I experienced what everyone dreads to experience - my furnace stopped working on the coldest weekend of the year. My family woke up to a freezing house Friday morning. I have called Richard in the past, and he has never failed to impress me with his excellent customer service skills. I called Richard at 7:00 am that Friday morning, and can you believe it, he answered the phone right away! He was booked all day, however, he offered to help troubleshoot over the phone for free! With his help, I was able to get heat back in the house. Richard even then gave the phone number of another HVAC Tech in my area that could come over if needed since Richard was tied up all day. When I called the HVAC tech Richard referred me to, the tech told me that he was waiting for my call as Richard had already called and explained my situation to him! My furnace seemed to be working fine now so I did not pursue any further action. However, on Sunday the furnace completely died down. Richard said he would gladly help, however, he advised me that the manufacturer of my furnace, Carrier, settled a $300 million dollar class action law suit for defective furnaces and that I could be covered for some of the parts and labour under the law suit settlement. Richard was very honest and upfront with me and told me that since he was not a Carrier dealer, I could be better off having a Carrier technician service my furnace under warranty. That was very honest of Richard. I called the Carrier certified technician and I had to wait until Tuesday morning due to the long week to get an appointment. The Appointment was at 1:00 pm but they did not show up until 4:30. They concluded that my secondary heat exchanger was gone, and that it would cost $1500 labour including tax, but that the part would be covered under warranty. They told me that I might as well get the primary heat exchanger changed but at my cost for the part, which brought the total cost to about $3500. At this point, it was a no-brainer, I would be better off buying a new furnace. Now who did I call for a new furnace? Who deserved my business? Why none other than Richard. I have used Richard 3 times before and have experienced nothing but TOP notch customer service! I felt he deserved my business he actually cares about helping people. I called Richard that same Tuesday evening and told him I was ready to buy a new furnace but that I really needed it installed asap. He told me all my options. He even advised me to do research on the internet before making a decision. In the end I went with the Lennox SLP98 top of the line model with WiFi Icomfort touch screen thermostat. This is where Richard went above and beyond. Understanding that I have been without heat for the last 4 days, Richard took it upon himself to reschedule his other appointments and said he would be at my house first thing in the morning at 8:30 am the very next morning! I was simply delighted. Richard, true to his word, showed up at 8:20 am. He was done in over 3 hours. He and his assistant Eric were just fantastic, super friendly and very efficient. They explained everything to me as they were installing the new furnace. They cleaned up after they finished. Richard then trained me how to use the new digital thermostat and even helped me download the iPhone App that lets me control the thermostat from my iPhone! He even called me later that evening to see how everything was going and how the heat was in the house. Richard continues to raise the bar in customer service. He simply cares for his customer’s well-being. This is the reason why I gave my business to Richard. He truly deserves it. I recommend him to all my family and friends. Thank you Richard, Eric and Janice! You guys are truly the best and have won my business because of your stellar customer service! I am super happy with my purchase!
