How to Know if You’re Getting Great HVAC Customer Service

How to Know if You're Getting Great HVAC Customer ServiceGreat customer service and quality products and performance often go together. An HVAC company that has made the investment in hiring and training employees to provide optimum customer service, whether in the office or in the field, cares enough to ensure that every job meets the highest standards. Such companies typically have particular trademarks that identify them. Here are some characteristics of good HVAC customer service to look for when you’re buying new heating and cooling units or servicing your existing system.

  • A local track record — An HVAC company that’s well established in the community should be able to provide nearby references and have a good reputation. You’ll probably be familiar with the name, as well as the sight of their service trucks around town.
  • The right certification — Dependable professionals in business to stay usually hold industry accreditation including the Air Conditioning Contractors Of America and are often selected as authorized dealers for major manufacturers. In addition, a reliable HVAC service provider usually hires field technicians who hold NATE (North American Technician Excellence) certification.
  • Sizes all new installation — Sizing refers to matching the heating or cooling output of a new unit to the unique thermal characteristics of your home. Proper sizing isn’t a matter of guesswork or rule of thumb. It’s done by conducting a load calculation using industry standard software before installing any new system. Oversized or undersized systems are major money-wasters and have shortened service life.
  • Provides a full written estimate — Consider verbal estimates a red flag. Ditto for vague, instant estimates that aren’t preceded by a complete inspection of the system. A professional will take the time to assess all factors, primary and ancillary, before providing a formal estimate in writing that itemizes all expected costs of materials and labor.
  • Stays current — HVAC technology is continuously advancing, with higher efficiency and new user options almost yearly. An informed HVAC contractor stays abreast of changes and keeps you informed, too, by always offering the latest available technology.

For HVAC customer service that has set the standard in the Wabash Valley since 1922, contact Paitson Bros.

Our goal is to help educate our customers in Terre Haute, Indiana about energy and home comfort issues (specific to HVAC systems). For more information about customer service and other HVAC topics, download our free Home Comfort Guide or call us at 812-645-6859.

Credit/Copyright Attribution: “Lukiyanova Natalia frenta/Shutterstock”

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  • Life's Journey &quo...
    By Jeff Paitson
  • About Jeff

    Jeff Paitson Jeff Paitson is a third generation business owner who continues to run the business with the same values that have been passed down from previous generations since 1922.

    Jeff’s belief is that the business belongs to Jesus Christ; therefore 10 percent of the company’s profits go toward the Maryland Community Church.

    Jeff is a Terre Haute Chamber of Commerce member and in his spare time, he enjoys photography.
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  • About Ethan


    Ethan Ethan Rayburn is a lifelong resident of Terre Haute and a 2005 graduate of Purdue University.

    An Eagle Scout, Ethan spent four years as a non-profit executive with the Boy Scouts of America before joining Paitson Bros. as a comfort advisor and later General Manager. In that role, Ethan has brought a renewed enthusiasm for customer care, integrity, value, and service to Paitson Bros. Heating & Air Conditioning.

    Ethan enjoys singing and was a member of the Purdue Varsity Glee Club. He also enjoys playing and coaching soccer, spending time with his family and two young boys, and volunteering his time and resources with his church, Terre Haute First Baptist Church, which he has attended from a very young age.
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