Customer Satisfaction ... proving Tri-County Aire continues to "deliver comfort with care."

Hello Lee,

Thank you for responding quickly and directly to Sarah. I called the MEA and they are satisfied with your statement sand my grant is "good to go".

Love the system! It actually puts out air that is somewhat warm. Never had that before in a heat pump!

And, of course, we love the new electric bills. sAnd the yard has recovered nicely. Thanks for that extra work too.

Have a good day.

John B.

Lee:

Thanks for all of your help in getting the Trane heat pump installed.  Everything worked out well.  Your guys were polite and worked hard in getting the unit in.  The unit performs just as you said it would and I am anxious to see if my electric bill goes up or down.

The bonus is that the mildew and mold smell in the house was in the old unit and is now gone.  As soon as it was out of the house on Thursday the smell dispearred.

I would be happy to give be a reference if you should need one.

Gayle M.
Falls Church, VA

"On March 22, you performed a preventive maintenance checkup on my Trane unit. I told your technician, Andy, that my system never seemed to work correctly in the heat mode. He looked at the air handler and noticed that the system was not wired correctly. He fixed the wiring and the unit worked well in AC mode all summer. The last few weeks we had a couple of evenings when the temperature was in the low to mid 30s. Before correctly wiring the unit, the heat would run continuously without turning off at those low temperatures. I noticed that the unit was turning off reguarly during those nights.

I just wanted to write you and thank you for fixing the problem. Besche installed the unit and I even had T.N. Bowes try to figure out why the system continuously ran when it was cold. It took your technician a few minutes to realize the system was wired incorrectly. I had to deal with this for 5 years before that with the other companies. I'm really glad you fixed the problem and I'm sure I'll see a large improvement in the operation of the Trane heat pump this winter.

Thanks again for the great job you did."

   – Bill C., Lexington Park, MD

"Thank You for taking the time to express your positive experience with Tri-County Aire. As you can imagine most customers would only take the time to express their negative feelings and not their positive ones. I am very proud and thankful that we could help you when no one else could as I feel very strongly that our team is second to none in our area. Rest assured that this message will reach the hands of Andy as well as our complete team here at Tri-County Aire. I am not sure if you follow Facebook or not but if so you could attach your comments below on our page as this would be a big help as well.

Thanks again,"

John Bailey, President, Tri-County Aire

"Thank you so much for your help with the new A/C and furnace. We appreciate all your help and the fantastic deal you gave us on the unit. It was such a huge help to us. Your guys were extremely professional and very nice. The unit has worked fabulous. It's sooo nice to be in the garage doing laundry and barely notice the thing coming on. Much improved from the old cluck-gasp-spit-chug, etc. that made you think you should duck-N-cover/run from the old unit. LOL Hope you can make some use of the "trinkets". Tom and I have had many nice nights at the firebowl with the same. ope you and your honey will too! Much obliged,"
   – Laura & Tom

"i wanted to alert you to some service provided by your company that should make you justifiably proud. I had experienced some difficulties with my heating system that had baffled more than one person. I have a heat pump with a propane back-up. The problem was that the propane back-up was working all of the time, even when it was 60 degrees outside – it just would not shift to working solely off of the heat pump. In fact, the heat pump and the propane were working at the same time. We had several visits from your technicians and the crazy thing that happened was that they could get he system working so that the heat pump was working alone and then leave, but within a few hours (or less), the system would go back to having both systems again working at the same time. Finally, they decided this was a "problem for Buddy".

Well, Buddy came out and tried one thing, and then another, and then another – all without success – but the key thing was that he kept trying and it seemed obvious to me, that he was thinking about how the whole system worked and not just slapping new parts or boards in until he stumbled across a solution. It took him and Andy about six visits to finally isolate the problem (the wiring between the inside unit and outside unit) and finally fix it. The system has been working perfectly since their last visit.

The key things that I appreciated were:
1. Buddy and Andy were always respectful in their dealings with me. I have often found technicians who are presented with problems that require repeat visits eventually become a little surly and start to blame the homeowner for their not being able to quickly and completely fix the problem. Buddy and Andy were always upbeat and showed empathy for my problem and the time I also had to invest in being around for their visits.

2. They always made me feel that they would keep at it until the problem was fixed. They weren't going to leave me holding the bag and were very good about making return visits in a reasonable amount of time. More than once they stated "we will keep coming back until this is fixed".

3. As I stated before, they didn't just start throwing replacement parts at the problem. They went through all of the possible reasons for the problem until they isolated the cause and fixed it – and the fix didn't involve a part or board.

4. As they were working through the problem, they were always willing to explain what they were thinking and how they were approaching the fix. I am your typical "Harry Homeowner" and problably didn't understand one half of what they were telling me, but the respect they showed me was appreciated and gave me confidence that they would get the job done.

To be honest with you, I have often grumbled to myself about the pretty steep cost for your twice annual check-ups of my heating system, but service like this will keep me a customer."
   – John D., Huntington, MD

"I want to thank the young men who installed my Boiler. They did a very good job and were very professional. Thanks for the great job. Love my hot water and heat.    
– Carol R., Ridge, MD

"I wanted to take a moment to provide feedback during my initial interaction with your company. This is the first time I have interacted with Tri-County to provide service to my residential HVAC unit. When I contacted the service desk, the phone was answered by a female employee who was very polite in scheduling a service appointment for my home. Today, Brendan and another technician provided initial service to my HVAC system. They were not able to resolve my issue, but they did place my unit in a state where it would provide air conditioning to my family and placed parts on order. As Brendan discussed my HVAC problem with me and the estimated cost, he was very understanding and kind in his presentation. His customer service was a model for your company. I would say to promote him out of the field into management, but is interpersonal skills and technical expertise are an asset to our company. If you have field supervisors, he difintely should be one. Thank you for the great experience. I hope my system works as good as the customer service that I received over the last 48 hours. Thank you."
   – Vince W., Tall Timbers, MD

"Mr. Williams, thank you for taking the time to pass on your positive experience with our company as well as our service tech Brendon. It is not often that customers take the time to pass along positive feedback and for that I would like to say "Thank you". I will pass this information on to Brendon as well as his manager (Buddy Guy) and please feel free to contact either of us in the future, if needed. Thanks again."
   – John Bailey, President, Tri-County Aire, Inc.

"I am writing this letter to inform you of how pleased we are with the installation of our new Trane Heat Pump System, and with your employees.

First with Lee Shoemaker for his knowledge of the Trane equipment he matched for our home, and for his patiences while we handled some untrditional circumstanes that needed to be addressed and handled before the installation fo our Trane equipment could be ordred and installed. He stopped by to see how we were progressing and kept in close contact by phone as well. Also for stopping by the day of installation to be sure everything we had discussed with him prior was being carried out and taken care of.

And second with the two installation mechanics (Brandon & Steven Finch) who did a meticulous job installating our equipment. They were very polite, neat and knowledgeable when it came to re-routing the line set as well as communicating with me (us) when a question arose, so I (we) could then make the ultimate decision. It was nice to see two young men taking pride in their trade and paying attention to detail.

In closing, we feel these employees are an asset to the success of your growing Company, and because of them we have already recommended your Company to friends, neighbors, and co-workers."
   – Tom & Susan H., Huntington, MD

"We'd like to express our sincere appreciation for a recent Trane XL14i installation that was not only flawless and completed within 24 hours of accepting the proposal, but was also executed during the most hot and humid conditions imaginable, both outdoors and especially in the attic ... We are confident that we have chosen the right product and company."
    – Ray & Terri DM, Waldorf, MD

"I am writing to inform you that I was very pleased with Lee Shoemaker's professionalism and knowledge of the Trane Heating System. The installation of the system was completed in a timely manner just as Lee told me that it would be done. ... I sincerely appreciate doing business with a company that displays such teamwork and consideration to the customer."
    – Judy T., Waldorf, MD

"Just wanted to let you know about the good service Robert Gardner provided to us last Friday night after our upper level HVAC system went out Thursday. Robert was able to quickly determine the problem and had us up and running in a short period of time. ... Tri-County Aire should be proud to have such a caliber of person working for them and representing their business."
    – Larry E. W., Drayden, MD

Trane's Customer Satisfaction Feedback

"I don't mince words when they concern placing my stamp of approval on a product, service or contractor. I work hard for my money and expect others to work hard to earn it from me when I elect to hire out. Tri-County Aire has earned a place on my extremely short list of recommendations. My list is not short not because I am difficult, but because others seem to think they are entitled to a free ride. Tri-County Aire is concerned with keeping their customers happy – and they do."
    – Michael A., Hollywood, MD

"I'm a very happy customer. The guys from Tri-County Aire who installed the heat pump couldn't have been better – pleasant, efficient (on a ninety degree day!) and professional."
   – Lydia B., Solomons, MD

"I shopped around and was very pleased with Tri-County Aire. I had one unit replaced and then the other quit. They worked with me and answered all my questions. I like the quality of the product and the knowledge of the manager and servicemen. They were prompt, helpful, knowledgeable and hard workers. Very happy with the Trane system, the company and the installation team. Thanks!"
    – Larry R., Huntingtown, MD