"Dear Hetter Heating,
This Saturday morning I woke up to a 58 degree house. I went downstairs to find my heater not working. I currently have a wife that is 9 months pregnant so having a comfortable house is VERY important. I went to the Trane website to see who could assist with my heating issue. I called the three companies…to help (which) were the first three listed on the site. Every single company told me they would take down my information and let a technician know there was a potential job. I thought this was a sufficient effort to get immediate service. Two hours later, with no phone calls from anyone, I called Hetter Heating. A representative named Mike took my call. He assured me that he could have someone to my house within two hours. This was exactly the kind of service I wanted and desperately needed. When the technician arrived (Jason) he was professional and efficient and most importantly he got the furnace working in less than 45 minutes. I hope this e-mail reaches your CEO. Your competition is failing and I will be a Hetter Heating customer for life."
Keith - Westerville
"Thanks so much for your professional efforts and, again, of the three companies I have contacted, I am very pleased with my choice to call Hetter. Please let Chuck (and Chuck's direct report) know what a professional first impression of the company he made on this customer. Also, I will definitely save you a mimosa seedling as they establish their roots over the next two months."
Debra - Clintonville
"I just wanted to give you some feedback about the installation of my new system, which occurred on August 17, 2012. There were several aspects to the installation that were impressive and what I consider to be above and beyond the call of duty: 1) First of all, the crew showed up on schedule and introduced themselves to me with a handshake. They were friendly and professional. I believe their names were Adam and Walt. 2) They explained what to expect during the day and answered all my questions. As I mentioned to you on the phone, they went well beyond what I would have expected from someone installing equipment. They were very knowledgeable about their work and explained things carefully. 3) They had a high level of understanding about how my new system operates and, therefore, seemed more like engineers than equipment installers. 4) They went right to work. In fact, when they were explaining what the day would be like, they described it as pretty much nose to the grindstone. And they went right downstairs and started in. They went at it all day long, with only a short break for lunch. 5) They seemed happy to be doing what they were doing. Imagine being in someone's basement all day and being happy about that! 6) They did a good job of cleaning up after themselves. 7) They were pleasant and personable and easy to relate to. Usually, I dread having workmen around the house because it disrupts my routine and peace of mind. But Adam and Walt were not obtrusive at all. All in all, things couldn't have gone better. It makes me look forward to my annual service calls on the new system. Thank you."
Jeff - Clintonville
"I wanted to give you and your team of techs kudos. I've already met several of your team and like them all. I am very happy with the service I've been given. Everyone is kind, eager to problem solve and work hard (to) get us comfortable. I can't tell you how valuable it is to me to have a team I can trust with a very important part of our lives!"
Stephanie - Dublin
"Jeff & I wanted to personally thank you for the way you took care of our recent problem with our Trane air conditioner. We were so thrilled with the efficiency in which you handled the problem with the compressor and for replacing this under warranty. We just wanted to let you know that we appreciate this so much. We didn't want this to go unnoticed. We also wanted to thank you for the wonderful employees that work at Hetter Heating & Air Conditioning. James has been out many times to our house and is always very pleasant, knowledgeable, efficient, friendly and prompt. Again, thank you for prioritizing customer service and valuing us as loyal customers. We will continue to sing your praises and refer as many clients to you as possible. Hope this letter finds you and your family doing well and enjoying this summer."
Amy & Jeff - Westerville
"OUTSTANDING! The installation of our new Trane furnace and air conditioning system is complete and it's a great job! As promised, the crew showed up on-time...they were careful with our floors, doors and walls...and the installation was a first rate job. I'm sure no one, no other company, could have done better. From the beginning, this was a tremendous experience. Everyone I talked with was courteous, helpful and honest. Thanks again, for the great job and the great service."
John - Upper Arlington
"Hello: I wanted to let you know that the Columbus City Inspector was here to examine the installation of my new water heater. Of course, the installation passed with flying colors. He kept saying, 'What nice work. Look at the beautiful work. What a nice job.' I would also like to add my compliments re the courtesy and professionalism of the gentleman who installed my water heater. Excellent workmanship and courtesy -- an unbeatable combination. Kudos! "
Annie - Columbus
"I just returned from out of town and am catching up on e-mails. I was very happy with the way Hetter performed the installation - they were very considerate, and did a clean, neat job. Rick followed up with calls, and the furnace has been very efficient. I even noticed a decrease in my electric bill. As for the AC, Hetter came out over a week ago to test the system and make sure it was ready for the summer. It seemed quiet to me. If you choose Hetter, I hope you enjoy your experience with them, as well as their Trane product, as much as I do."
Rose - Dublin
"I wanted to write to express how impressed I was by the two men that installed my new furnace and air conditioner. They were quiet, efficient, hard working and willing to answer my questions. Everything was cleaned up when they left after explaining how the system worked, how to operate the humidifier and the thermostat. I felt your company had a fair price and also gave me the information needed to make an informed decision without being high pressured to sell me your deal. Kevin was accessible at any time to answer all questions by phone or email. I will definitely recommend your company."
Barbara - Clintonville
"I wanted to compliment EVERYONE at Hetter Heating. I am VERY impressed with the way the company conducts business.
Today's experience is a good example.... I called Hetter early this morning to request a service call due to not having hot water. I was cordially greeted by the woman answering the phone, was easily able to set an appointment for TODAY (!) and the service technician was at my house by around 11:00 a.m already!! AND I got a courtesy call prior to the technician's arrival -- as was promised.
The technician that came to the house today was Chuck (or Charles). He has been here previously and I appreciate the continuity of having the same service man come to the house -- especially one as great as Chuck is!! Chuck is always very professional and courteous. He's extremely patient with me as a homeowner who knows NOTHING about hot water heaters!! He listens well to my questions and takes time to answer them ALL. He appears to be very knowledgeable also -- he's able to easily answer my questions.
Today I was exceptionally impressed with Chuck because he picked up on a "subtlety" in wording on one of my previous service agreement visits, called into the office, spoke with his boss and came back into the house to inform me that there was no charge for the visit today!!!! WOW -- how many times is a customer going to hear THAT from a business??!! I was particularly touched because I felt Chuck was extremely perceptive to even pick up on the "possible issue" and he cared enough to follow through on it. He went the "extra mile" to offer me not only great service BUT honest service!
I cannot compliment Chuck and Hetter Heating enough!! I truly appreciate the wonderful service, your outstanding employees, and I especially appreciate the honesty with which you conduct business. Today's experience gives me great confidence in Hetter Heating -- I will definitely continue to use your services and will be recommending you to all my neighbors (or anyone else that needs any services you offer)!!"
Carol - Westerville
"Smart, friendly and resourceful: those are the words that first come to my mind when I think of Hetter. Rick figured out our house’s heating and cooling needs, and then proposed consolidating our two climate systems into one thereby giving us a system more efficient and appropriate for our small house. Hetter worked with me when I postponed the installation, and when the day came to start the complicated project which involved extensively rebuilding our ducts to make them work with one system I knew I had made an excellent choice in Hetter. The workers were extremely friendly, tidy, and detail-oriented, and they were always glad to talk about and explain their work. When we need to replace our water heater, we’ll no doubt call Hetter again. "
Amanpal - German Village
"Wally and Matt installed my heat pump / furnace yesterday and did a fabulous job! They were professional and personable, and worked non-stop from 9:00 AM to 6:00 PM (except for a short lunch break). I was very impressed!!
Also - though 4 of my cats hid upstairs the whole time, the other 2 were out and about, and the guys were very cognizant of keeping the doors closed. I know that added an extra challenge, and I appreciate it.
They should be recognized for their excellent work!
Jennifer - Upper Arlington
"Both Wally & Matt were terrific. They were very pleasant and respectful of our home. They seemed to take pride in not only doing the job, but making sure it was a good experience for us. It's just a basement, but they went the extra mile to make it a very professional looking job and actually made the connection with our water heater better and screwed in some clips on the pipe running to the sump pump so we wouldnt keep kicking it around ! Thanks again. Its nice when spending almost five grand is a pleasant experience !"
Starlett - Grove City
"Good Morning Rick - I would like to thank you, Adam and Ric. This experience of replacing my furnace and AC has been more enjoyable and less painful then I originally thought it would be and I have no doubt that it was because the three of you. Just a note to verify that I did go with the correct AC. We started off with the temp set at 75 and the fan in the ON position and my wife actually wanted the temp bump up. We have found our comfort zone with the temp set at 76 and the fan in the ON position. As I told Adam and Ric as they left, I probably still have 4 or 5 years on my water heater but you will definitely be the first people I call when its time to replace it. Thanks for the great experience."
Bruce - Hilliard
"My wife and I just wanted to tell you how happy we are with the new Trane heating and cooling system that you installed at our house recently. We were impressed with the high level of professionalism that your employees displayed and we are very happy with the quality and value of the Trane products. We will not hesitate to recommend you to anyone needing your services. It is very clear why Angie's List has given you such high marks for eight consecutive years."
George & Jane - Upper Arlington
SATISFACTION: We are an Accredited Business with the Better Business Bureau. Hetter Heating & Cooling is a 2010 recipient of the BBBâ€™s Torch Award for business ethics. We have won the Angieâ€™s List Super Service Award the last twelve years in a row. Please check our record. How many companies â€” honestly â€” will ask you to do that? We are committed - with every installation, every service run and every phone call â€” to your complete satisfaction.
VALUE: At Hetter, we know consumers today are expecting quality work and peace of mind at a fair price. Nothing less. We look at you - our customer - fundamentally differently than our competition. We want you as a life long customer. We want you to be part of our family.
COMFORT: Our recommendations are made not only to solve your comfort concerns, but give you peace of mind. We not only offer load calculations FREE with every estimate, weâ€™ve devoted an entire web page to it so as to educate our customers on its importance. A comfortable customer is a life long customer. A life long customer will refer our company to a friend or neighbor. Referrals are the best form of advertising.
WORKMANSHIP: Our crews are all factory trained and EPA certified. They are our employees. Our service technicians are NATE certified — the highest certification in our industry. Our customer satisfaction numbers are a direct reflection of the investment we make in continually updating the training of all our employees — especially our technicians. Hetter offers seven NATE certified service & installation technicians. Passing the NATE exam in our industry is equivalent to the bar exam in the legal world.
SERVICE: We take great care to hire and train the best technicians in the industry. Our service department is responsive, knowledgeable, professional, highly trained and polite. And that's just what our customers say. Our staff is anxious to go above and beyond. We pride ourselves on our service after the sale when a lot of our competition is long gone.
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