October 13, 2011
Dear Mr. Marino:
As contented customers for over five years, we had reason to contact you for service on both September 30 for no air conditioning and again October 7, for our annual AC/Heating System cleaning. On both occasions we were most impressed with the level of professionalism and service which exceeded all previous service visits by Home-Tech.
At this time we are requesting letters of Commendation be placed in the personnel files of two exemplary Technical Representatives, Matthew E – and Matthew F -.
Matthew E – was contacted late Friday, September 30 and arrived within several hours of our call to address no cooling in our AC. Matt discovered the air-handler valve had tripped with water in pan as well as a clogged drain line. Math was the 1st Tech who actually flushed the line, never having been done in previous years. Additionally, he gave an account of what he saw and explained in detail how he would correct it plus was articulate, accommodating and personable.
We again called Home-Tech to schedule our annual cleaning for the following Friday, October 7. When Tech Mattew F – arrived we informed him of all that Matt E – had done so as not to repeat any unnecessary steps. When Matt asked us about the plentum of our air-handlers he was surprised by it not having a duct door and asked how it had been cleaned. He was surprised to hear it had never been opened and by his cutting a flap was dismayed with the condition of the clogged and dirty coils. Not wishing to offend any of the previous techs, Matt stated he in all good conscience could not leave this air handler in the condition it was recognizing the seriousness and the condition of the overlooked coils. He too like the other Matthew articulated why and how he would address the unforeseen situation not knowing how far this might set him back on his own schedule. Believe us, the time element could not have been avoided and we were concerned like he, for the next customer and their wait.
Both of these Tech Representatives far exceeded any expectations we could have had. Although we have always been pleased with your service having come highly recommended, we choose to acknowledge two exceptional, articulate, personable, accomodating and professional employees. We are two happy customers who are in hopes that both technicians receive commendations/rewards of the highest level.
Most sincerely -
Alan and Barbara D -