Beyond Heating & Air

Sep 2022

WOW! FIVE STAR SERVICE here on Labor Day, no less! On Sunday, Labor Day weekend, our central air just shut off and the thermostat went dark during the as-advertised heatwave. I called my regular HVAC folks who are an hour south of us. I really like them and they've been great. They returned my voicemail, a few hours later, but the news wasn't good. Even after calling guys in from vacation, they just couldn't get to me. And, of course, we had some dear friends from out of town spending a rare weekend in our home. So, I poured through Yelp, Google, and my own address book and reached out on Sunday to anyone and everyone HVAC I knew. Couldn't locate a soul that could come out while we sweltered. A tech from our regular company was kind enough to text me some possible solutions, which we tried to no avail. We needed a tech at the house to troubleshoot. Around 5pm, Tony, the owner of Beyond Heating & Air texted me. I don't remember how I'd gotten his number, but I'd called and left a VM. Tony texted to say he'd just landed on the East Coast and apologized for taking so long to get back to me. He was warm and friendly, but the news was the same. They didn't have anyone on call who could get to me and generously recommended two larger competitors in town. I texted back the next morning and thanked him for the referral. In reply, he said he'd ask and see if one of his techs, Greg, might be willing to take another call on Labor Day Monday. "I can't promise anything. I apologize again. I know it's a heat wave." Within about 10 minutes, we got a call from Greg who was on his way over! Under promise, over deliver. Definitely one of the best ways to make a customer happy and not let their expectations exceed what you can meet. We were a little ecstatic. Greg came and conquered. Within a half hour or less, he'd figured out what he suspected was the problem, and turned out he was right. There was a condensation drain pan that had become clogged and caused auto-shutoff to kill power to the thermostat. He cleaned and tested and will return tomorrow with a small part and our home is now getting cool again. The best part about this whole experience is people. It seems clear to me, that Tony really believes in customer service. He cared about someone he'd never met, someone he'd never worked with. Just a name, just a voicemail. He was an outstanding communicator from the time he was back in cell range. Greg was affable, knowledgeable, and it was a relief to have an expert there so we could stop guessing about what was wrong and how long it was going to take to repair. Nobody loves having to pay holiday rates for a service call, but we're so grateful to have our house at a reasonable temperature again, we'll gladly do so. At first I thought the company name was kind of funny. I chuckled and thought, "What is BEYOND heating and air?" Haha. But now I know. It's PEOPLE. It's people you can count on who really seem to care about people like us who need them. It's an attitude. It's a work ethic. It's the standard of excellence they approach their work with. It's above and beyond the call of duty. You can guess who we'll call the next time we need help. We're beyond happy we found them. Thanks, guys. ~