AM/PM Heating and Cooling

I have used there services this past summer and was provided a quick in expensive service.
Will and do recommend there services.

I received a letter tonight from AM/​PM heating. After my follow up call went so horribly bad I was optimistic that maybe a letter would be better since it would give the owner a chance to formulate their thoughts and respond more appropriately for a business that would like to retain their customers.
I was terribly wrong, I had since put this whole thing behind myself but the letter was terrible enough to get me angry all over again. As I write this review, I have moved on to laughing at just how terrible the letter is. I run a customer facing business as well and will be able to use this letter to train my employees what not to say to the customers that we service.
While you’ve lost me as a customer and probably many more potential customers after they read about my experience; I would like to offer you a small lesson in some of the things that made your letter to me go bad.
1) When sending a letter to a customer spell their name correctly. When I ordered service from you I spelled my name, when I gave you my CC info over the phone I spelled my name again, and lastly when you read my review here it has my name spelled correctly. It is a sign of sloppiness and laziness when you don’t get these details correct in the service industry.
2) Either your marketing or execution is terribly off when you advertise «Up Front Pricing». The first paragraph of your letter is you wanting to explain this principle, if you have to tell me how you’ll charge me via a letter two weeks after means it is not Up Front. In that same letter you sent me in the second paragraph you wrote «I would like to say you should have asked how much the arrival fee was and how much the repair will be and you would have been told.» I agree in most instances I do my research and will find these items out this time I was in a bind and found you from Angie’s list with a good rating that is until I post my review on their site as well. «Up Front Pricing» would imply that you would discuss these costs with me before service is rendered, from my previous review you will note that cost was not discussed until after the charge came through on my credit card. You have obviously learned your customers are in a bind as heat is important this time of year and you can charge as you wish because as you pointed out in your letter the work was already completed and money was owed before price was ever mentioned. I would suggest you either change this marketing line that you obviously hold so dearly to something more appropriate like «you’ll no longer worry about your heat once your realize the exorbitant amount we charge you after the service is rendered». Since that line is obviously a joke and bad business as well it might be smart to have a quick conversation with any prospective clients letting them know you’ll be charging them $ 240 minimum.
3) you also wrote «We have been in business for over thirty years and have been using this method of pricing for over 12 years and only three people including yourself have complained.» A quick review of your Unilocal reviews you’ll see that another person left you a bad review and felt bamboozled for the exact situation as mine. The last thing you said to me on the phone before you hung up «I don’t have time to argue about how much we charge I have someone on the other line that I have to explain the same thing to.» Now I didn’t retain a lot from my college statistics class but I do feel I have enough data to extrapolate a little bit. ¹⁄₃ of your Unilocal reviews are a complaint about your pricing practices and when I called the other person at the exact same time was needing to have their surprise charges explained as well. This would leave me to believe that I somehow I miraculously experienced all three of your complaints about pricing or you are now lying about your track record in hopes of convincing me that I was the only one who felt this. My only lesson here is honesty and integrity are important and you should work on them.
4) In your last paragraph you invite me to call around to see what other people would charge me. I did just that, I called four different companies and had each tell me that I was charged on the highest end of the scale for the service rendered. I suggest that you participate in this exercise yourself, it might make you rethink how you charge your clients, the same people you depend upon in order to make a living.
5) My favorite part of the whole letter as it will be the most teachable moment for any of my employees was your last thought to me. «So guess what I am trying to say is you get what you pay for and in this case you got your monies worth.» I imagine this line was actually refined for your business. If I could have been a fly on the wall at the office I wouldn’t be shocked to hear the original as «F@ck off we provided a service and are now going to charge you what ever the god d@mn we want. Even when you think you’re right it’s usually advised to try to empathize with your clients

My AC went kaput in the heat of summer. I called these guys and got an appointment that day for 5 p.m. At noon, they called and asked if they could squeeze me in. Yes! They came out, diagnosed the problem quickly, had the part in the van, replaced it — as well as a resultant blown fuse — and off they went after dropping off a reasonable invoice. Absolutely will call again next time my AC blows.

Awesome company, on the mark with their customer service and response time. I have them work on all my rental homes and personal residence. Could not thank them enough for all their help over the years.

They fit me in quickly after i called i told them i thought my capacitor was bad. He showed up in about an hour and agreed with my deduction and repaired the unit quickly the bill came to $ 238.31 of witch the part was &135.00. When he left i decided to purchase a new capacitor as a stand by unit! The most expensive one i could find was $ 29.99. Even though the work was quickly i feel the markup was outrageous!

During the recent blizzard, our entire central heating system mysteriously stopped working (on a weekend, of course…). Our home warranty is still in effect, so we called Fidelity (who has been fantastic, BTW!), and they tried to get Accent Heating out. After Accent rudely jerked us all around for 24 hours, Fidelity changed the order to AM/​PM, and boy are we glad they did!
Chris came out late in what had been a long day for him already, and got our system going on a temporary fix. He came out later that week for a permanent fix.
Chris was a pleasure to work with, and it’s nice to have central heat again. Thanks Chris!

I got in touch with AM PM with a problem. Talking about what needs to be done in terms of furnace repair is like bringing my car in for repairs, I’m clueless — a position I’ve never been comfortable with. What I didn’t expect after explaining what needed to be done was the non-​pressured response of telling me if I’d like to check out their suggestions with someone else, they were fine with that. In addition, they explained that part of my system «wouldn’t» have to be replaced as it still had some mileage on it in their opinion. This in my experience is not a typical scenario, and was pretty damn refreshing. Honesty — what a concept.