I teach at the University of San Francisco, where writing evaluations of performance and recommendations is a typical part of the job. I can say that we were very pleasantly surprised with the degree of professionalism, courtesy, and solid work ethic we encountered in two of your employees, Mr. Bruce Trestrail (who did the initial estimate) and your installer, Eric.
For starters, Bruce spent over an hour doing an energy assessment of our 960 sq. foot house, including measuring windows and going under the house to look at all existing gas lines and space restrictions. He explained things in detail and with good humor, so it was easy to understand what we were getting into. His written estimate came within 24 hours of the initial meeting, just as he said it would.
By contrast, we did a second estimate with another established local heating company and their estimator spent about 20 min. poking around, did not go under the house, and then had to be prompted to send the estimate. It was about $1000 over your estimate of $7700, which is information you should find interesting.
The real “star” of this review is Eric (I’m sorry I didn’t get his last name). He faced some daunting space limitations and a challenging work area in the crawl space under the house, but he never once complained and worked diligently and carefully each of the four days he was at the house. He explained to us what he would do in advance, kept his work areas neat, and cleaned up at the end of each day (which we really appreciated, given that our “yard” is a half-lot), and never once objected to taking off his shoes when coming inside (another courtesy we greatly appreciated). He also was incredibly patient when, on the last morning, we decided to change the location of the register in our bedroom, causing Eric to once again go under the house to site a new placement.
A senior installer (whose name was Steve I believe) came by on the afternoon of the 3rd day to provide some backup but other than that, Eric completed the majority of the work. We would offer snacks and drinks but he politely declined saying that he wanted to keep working (without taking a lunch) and then leave around 3:30 or 4:00.
As a result of Bruce’s initial configuration of the job and Eric’s expert installation, we now have for the first time a centrally heated house where we can walk from room to room w/out bracing for blasts of cold air. We are most appreciative and hope you will acknowledge in some appropriate manner, the great service performed.
We thank you again, and wish you all the best for 2012.