I have had Snell for a few years now. They installed a new gas heater on the main level and a new heat pump upstairs. It was expensive but it's been working pretty well. I had a message pop up on my unit, saying "change batteries for outdoor sensor." Since I'd never seen this message before, I called Snell. I asked if this was something I could do myself, but they insisted on sending out a tech. Sure enough, I had a tech show up this morning to check it out. He looks at the unit, and says, yep, you need new batteries. Okay. He then says he doesn't have those batteries, and I should go to 7-11 to buy them myself. This is what I took off work for? So he could tell me to go get the batteries myself? I called Snell after he left, because I thought this can't be right, surely with my maintenance plan they would replace two lithium batteries! The person on the phone was totally uncaring and un-helpful. All she said was that she could send out another tech, but I'd still have to pay for the batteries. Really? Apparently I'm paying every month for maintenance without getting maintenance when needed. She completely ignored my dissatisfaction and just asked if there was anything else she could do for me today. I said no and told her I wasn't happy. Her response? "Well, have a good day!" Wow. Satisfaction Guaranteed? I think not! read more

Its never fun when your heat goes out in the winter. Calling a new company is nervous energy. Getting a solid technician is a God send, and he was. Expectation of having to order parts, waiting 2-3 days. Everything Stops without communication, especially from the business. As the customer having to call 2x a day when no-one shows or calls is beyond frustrating when you have to stay home and wait. Promise's broken, & a cold house for almost 7 days is intolerable. Snell seems to be one of those companies that does not hold up to its image. read more

"Woah, do you smell gas in here?" This is how the Snell estimator opened as he checked out the furnace in my basement. I did not, in fact, smell gas: nor did my two separate carbon monoxide detection systems. It was instead the first sign I was about to be subjected to a sales charade the likes of which would give a high school drama group a run for its money. After a basic furnace service by a Snell tech (who, incidentally, basically asked me what I felt like paying: $59, $69, or $79), the estimator came by to see how much a full furnace replacement would cost. The problem, the service tech had said, was that my flue was cracked. The heat exchanger may be cracking. Another part was taking in 1.41 amps instead of the 1.41 for which it was rated. It was going to be $3,000 -- and at that point, with a 15-year-old heater, why not get an estimate on replacing the system? Sure, I figured. Let's see what the options are. So in came the estimator (which was free, at least). He did the measurements, surveyed the setup, and brought me to the game time decision. "Just between us, I'll share the direct manufacturer prices." Sure buddy. He went through the options for a full HVAC replacement, because why not both at once? None were itemized. No brand names. No SEER info. The total for a basic full system swap on an average-sized suburban home? Over $20,000. I balked. This was more than double most online estimates, and without any fancy bells or whistles. Reading my reluctance, the estimator had another proposition. "I tell you what, we had another crew cancel an install for tomorrow. If I give you the employee discount of 45 percent, would you do it tomorrow for $10k?" Sure, but only if you throw in a bridge to Brooklyn. Absolute crooks. Anyway, I fixed the flue with furnace cement, and my carbon monoxide readings are still at 0 PPM. Avoid like the plague. read more

They charge $99 for what it supposed to be a *free estimate*!!! I requested a free quote on Yelp and was td that they don't provide it online, but i can get a free quote if i schedule an appointment. I scheduled an appointment and got a confirmation. But then I was told that they don't give free estimates, but rather charge $99 for them and I was told incorrectly that it should have been clear i. The confirmation I got. I looked again at the confirmation and all it said was "free estimate". Scam! Stay away!!! read more

Snell Home Services - Heating & Air Conditioning/HVAC Near Me - Sterling, Virginia

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I have been a Snell customer for more than ten years, and -- overall -- I have been very satisfied with my equipment purchases and the Snell service program and its technicians. Despite the cancellation of my original service appointment this month and an attempt to postpone my rescheduled appointment at the last minute (yes, I understand they've been swamped due to the unexpectedly hot temperatures a few days back) I am inspired to give them a 5-star review based on my May 9 service. Snell Technician Gary Alvarado-Revollo was nothing short of amazing. He went way above and beyond the scheduled maintenance to troubleshoot a rodent-caused issue that could have sabotaged my entire system had he not noticed it. Then -- and at my request -- he advised me on additional equipment I had been considering. This wasn't hard sell - I really wanted to know about UV purification systems. Gary assessed my situation, listened to my questions, and inspired confidence. Not only did he make the sale, he managed to handle the installation same day, despite the quirky HVAC setup my 1968 -built home presents and despite the heavy demands on Snell personnel this week. I am happy to recommend Snell in general and Gary in particular. read more

I want to give a huge THANK YOU to Matt Kloc for going above and beyond to make sure my dad's air conditioning was running and functioning correctly before I flew out over the very hot Memorial Weekend. I realized this past weekend that you have to put your faith in trained professionals like doctors, mechanics and now a/c technicians to get the job done right. My father is an 82 year old Army Vet widow that doesn't complain alot but I knew he couldn't go without a/c; Matt agreed and did everything in his power to get the parts and work completed. I am grateful for Matt and Snell for taking such good care of us! read more

Let me first start by thanking Charles Bottomly, a tech from Snell Heating and AC. He was very professional and very helpful throughout his troubleshooting session of our heating issue. He was describing everything he was doing, and performing maintenance as he moved along. I immediately noticed Charles was on the business of saving us money and provide the best customer service while trying to keep our repair cost down. I called SHAC at 7:10 in the AM, after taking my info they said i would have a tech in my house between 8a-12p. Charles was home by 8:15am. I cant express enough satisfaction for receiving such as fast turnaround. I also signed up for their twice a year maintenance service and it saved me money straight off the bat for the scheduled visit. They offer discounts should any issue come up as well. No brainer for the piece of mind. read more

Eduardo came out on time knowing how to fix the problem immediately. He explained things well. The phone operator answered promptly. I might have been overcharged, but I would have no idea at all. The job was done same day quickly, professionally, and with respect for my home. read more

I was told an on call worker coming out of an emergency call due to smell of electrical burning from basement ceiling. Appt was set up, I received text and email confirming appt. No one showed up and when we called back we got the run around and told to wait another half hour and then call back again. When we called back again, the manager told the operator they didn't see the appt and the technician had gone home and no one would be coming out. This made it very difficult now at 8:30 on sunday night to find someone to come out with the fear of an electrical fire starting in the house. Snell advertises 24/7 service but must only be at their convenance. I will never use and do not recommend Snell to anyone as they cannot be trusted read more

If zero were an option they would get zero stars. I would use anyone but SNELL. They make appointments then delay and delay, wasting ones time and energy. Then they send out a zero who does absolutely noting to fix any of the well documented issues that were discussed while making the "appointment". They have since passed off their service to another useless company that must use their processes because after another "appointment" they can't make it today. One week and still waiting....I'll never have anything good to say about this worthless company. Hire a kid of the street, at least he/she might work for you because SNELL won't. read more

Snell installed a hot water heater for us and it failed inspection 2 times by our city inspectors. We will never use Snell again and do not recommend Snell at all. read more

We called Snell after discovering a gas leak coming from our furnace. A technician came out and told us we needed a valve replacement, for which he quoted us over $2000. They justify the high prices by giving you a "warranty" on their "work". He advised going ahead and replacing our entire furnace for about $10-12k and set us up with an appointment for a "furnace designer" to come out later that evening. I was skeptical but figured it couldn't hurt to get a free estimate. When the "furnace designer" (whatever that means, never heard of that job title before) came out, it took him an hour and a half to take measurements of the unit and count the number of air vents in our home. Throughout the whole process he kept conspicuously pointing out how it was their "slow season" so there were tons of "deals" to be had. He proceeded to sit me down at my dining room table and tell me I should get the "top of the line" new furnace with a humidifier, which would run me about $12k. But don't worry, he would call his boss to see if he could get us a discount. The "designer" put his boss on speakerphone. The boss offered me a 45% discount on the new furnace but said I had to sign a contract RIGHT NOW to get a crew out the next day. Otherwise, he would give the discount "credits" to someone else and we would miss out on the offer. They even tried to get me to call my husband so I could sign the deal. It felt so manipulative and scammy and it became obvious they were trying to take me for a ride. I did some research and called some other companies and determined a valve replacement shouldn't cost more than $500-600 with parts and labor and that an eight-year-old furnace rarely needs to be replaced. We had the valve replaced for $400 by a different company the next day. The technician said our furnace had no other issues and was in great condition. He was horrified when I told him my experience with Snell. I don't know if Snell thought they could take advantage of a young woman home alone, but the attempts to upsell me into a new furnace and pressure me into signing a contract were super inappropriate and just plain bad business. It seemed I was dealing with a company more akin to used car salesmen than HVAC professionals. Avoid at all costs. read more

We requested an estimate for a new HVAC system from Snell. While we were initially impressed by their proposed options, the salesperson's aggressive sales tactics ultimately convinced us to do business elsewhere. They refused to allow us to decide for ourselves on our own time, and they accused us of being "cheap" and left once they realized that we weren't going to sign on the spot. They clearly had no respect for us as potential customers nor any confidence in their own products and services. We have had several sales calls from other large and small service providers, and none were as unpleasant as our experience with Snell. read more

I'm so disappointed in Snell. I have been a long time customer who has a service contract. I also replaced my furnace, air conditioner, water heater and humidifier with Snell. I just purchased a new gas range and was told that the gas pipe has to be moved several inches to accommodate the new oven. I called Snell for an estimate and they said I had to pay $89 for the estimate. Two other qualified plumbers agreed to a free estimate. Snell does not appreciate or reward a long time good customer. read more

I never received a response from Snell, so reposting . . . The logo on one of my many Snell repair receipts says, "Snell . . . The Stand-Up Guys." Wherever Snell is "standing," it most assuredly is not behind the products they sell or the services they provide. Snell installed a complete AC system at my house in 2013.* We enjoyed only 3 years of uninterrupted use. After that - and literally thousands of dollars later - I'm told I need an entirely new system. Snell's handling of the situation has been absolutely miserable. The most basic set of facts are: 2013: $8,400 installation; 2016: $769 repair; 2017: $916 repair; 2017 repair (no charge); 2019: $1,508 repair; 2020: $2,400 repair or $8K+ replacement system needed. At each repair, I was simply told "they just don't make things like they used to." They encouraged me to consider replacing the system as early as 2019, i.e., 6 years after they installed it. The compressor they installed in 2019 failed after only 13-months. They shouldered absolutely no responsibility at any point and offered no concessions. The repair prices I quoted above were the result of me calling the manager and demanding accountability. Snell's game plan in each instance was to blame the product (they recommended), blame the customer ("you haven't changed your filters" ... yes I have, religiously), and always be selling ("you should consider replacing the system"). It's exactly the type of response you would expect from a company owned by a private equity firm, which Snell now is. The installation was botched from the start (e.g., installing a 4-ton, when I really only needed a 3-ton, etc.) and my conversations with other companies since firing Snell has reinforced this and more. *After studying my receipts to write this review, I see now that I was sold a "20 SEER" AC, although a 17-SEER AC was installed instead. At this point, I'm just disgusted. "They just don't make things like they used to." No, they sure don't, Snell, they sure don't. If Snell responds to this review they should address (1) when they will refund my $3K+ in faulty repairs, and (2) the discrepancy between my receipt and what was installed. read more

Excellent service and team from the service technician, sales person, to the installation crew. I'm super happy with my new Furnace and Water heater and the SNELL team made it happen quickly. read more

From the moment they notified me they were on their way through the time they left, Justin from sales and Dan and Gabe from the hvac installation department provided constant respectfulness and consistent professionalism. All three are assets to the company for impeccable customer service, explaining things thoroughly and competence of their trades. I bought a new gas furnace from Justin and the next day Gabe and Dan removed the old one and installed the new one...leaving my house cleaner than when they arrived. Their attention to detail went above and beyond any other company I have dealt with the past 30 years. All three technicians answered all my questions without judgement or rushing through things. Each were meticulous making sure I understood what to expect AND sent me every detail and promise in writing. All three upheld Snell's rules of conduct published on the website. There were no excuses or surprises...everything was completed exactly as promised. I highly recommend these employees AND Snell as a trustworthy ethical company. read more

A+++ Snell installed my HVAC a few years back and when I har a problem with the furnace coming on they came right out and repaired the part. Our assigned tech, Gaston, was right on time, and a true pro who explained everything he was doing, the cause of the problem and the fix. This is an outstanding group that really gets customer service. read more

Nothing says "stand-up guys" with "honesty" and "integrity" like sending out ads disguised as US Treasury checks, during a pandemic, in the middle of tax season. I'm not even in your service area. Jeez, read the room. read more

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We Used Snell services for major home projects twice this year: frist in May 2022 we replaced both heating?AC systems in our house and then in September 2022 we replaced heating?ac Unit in our rental property. System Designer Jason Maturo assisted us with both projects. He was very professional, enthusiastic and provided great guidance through the whole process. He answered all our questions and went through every tiny detail of purchase and installation of a new equipment. The installation team was on-time, courteous, and provided all the instructions on how to operate a new system. We are very happy with Snell and recommend them to you for all your heating/AC needs. read more

Had previously had good experiences with Snell, but I will never use them again. A/C wasn't cooling the house. They were helpful in getting a technician sent out as quickly as possible to check the system. They diagnosed the issue as a broken evaporator coil. Wanted almost $7k for the repair. Got a second estimate for the repair from a different company that was almost 50% less. An associate speculated that the Snell price was so high because they were trying to sell me a whole new system rather than just the replacement. To top it all off, I am trying to get the repair covered by insurance, and Snell refuses to talk to the insurance company about the initial diagnosis of the problem. Use another company; Snell is not worth it. read more

We were extremely pleased with our gas furnace repair from Mike Maturo. He was very knowledgeable and professional. He did suggest an upgrade for our system and could get a quote the same day (which we will eventually need) but also said he could replace a few items that would prolong the lifespan of our furnace. Within two days our parts were in and Mike was on time and had everything repaired. We are so happy and would definitely recommend Snell, especially Mike. We also had a wonderful experience with their customer service department. I believe the girl I spoke with was Dawn. She was incredibly nice and helpful and definitely aware of everything happening. I'm giving them an A! -Reston, VA read more

We set up an appointment on their online scheduler. I didn't hear from them, so gave them a call. Apparently, the scheduler doesn't work so don't bother. Or, maybe it does and they chose not to call. We (tried to) use them because we get mail sent to our address. We tried to set an appointment, and the rep said they don't service our area. Fix your scheduler. Stop sending junk mail outside your area...maybe even define your area. That should stop 1 star reviews from irritated potential customers that have to wait another day. read more

I had an AC unit fail last June and called Snell to evaluate. The technician indicated that a leak had developed in the system and that it wouldn't make sense to fix because of the cost. However, the technician was unable to compare the cost of replacing vs fixing and instead wanted to scheduled a sales visit. This was frustrating but we went ahead with the sales visit to get the information. The visit was a high pressure scam job. The salesman quoted an outrageously high price (double next highest bid) and told me it would be over a month before replacement was possible. Then he told me it was "my lucky day" because another customer had just cancelled an order for a similar system and that if I agreed to buy it on the spot, he could offer me "a deal". However, the "deal" was still over 40% more expensive than other quotes I had already gathered. When I was unreceptive to the sleazy sales tactic, the salesman became smug and warned me I would suffer in the heat for months. When I informed him I had already gotten quotes, he realized the jig was up and quickly packed up and left in a huff. Terrible experience, stay away. read more

The coupons are not real, not even sure why they waste time with this marketing scam. They will not help you out at all. Be prepared to pay high prices for these services and get a different message with every staff member that you speak with. I have had extreme hit and miss with this company, so be prepared to get a run around. Months after I had a tech tell me everything was fine with my system, another tech from snell tells me I need a whole lot of repairs. Zero quality control and 100% fake coupons. read more

Snell installed a new furnace and ac after my 20 year old system died during a heat wave. Snell answered the phone over the weekend and scheduled an appointment for the next business day. As I expect my system was unrepairable. The sales portion was very low pressure. The new system was installed without a single problem by a hardworking team. The call center always answers my follow up phone calls and are sweet and helpful. They put notes in your file to track exactly what you spoke about. I have never loved my ac this much! Quiet. Cools well. Emails me when it isn't feeling well. I wish my old one had broken earlier. Can't wait for winter so I can fire up the furnace and rave about it. Just FYI for those who compare the price of a single part ($250 to install a $25 part) to the cost of the job don't understand how to run a business. When you buy a product you pay for the service, the proper installation, diagnostic work, along with the item and the knowledge of the service person. Next time your system breaks, buy the part yourself and install it without calling an hvac company! Good luck figuring out which part needs to be replaced! The shirt you happily buy in a store costs the store pennies in fabric costs to make but no one gets upset when the store charges you $30 or twice that for a designer shirt!? read more

Snell Home Services - Outdoor close to 100 degrees. Inside? Right where I like it! - Heating & Air Conditioning/HVAC Near Me - Sterling, Virginia

I had their plumbing service come out to one of my rentals today. I needed a new garbage disposal. They charged me $752 for a new one. The plumber gave me a credit for $50. However, I felt that the charge was high. So I called other plumbers and they charged $425 to replace a garbage disposal. I tried to call Snells office and got a very nasty young girl. I was not allowed to speak to anyone above her. I could leave a message for their public relations department to call me back in 3-4 days. I've never heard of a 3-4 day response to a complaint before. I would be surprised if I even get a call back??? They are quick to get your business, but try and talk to anyone about an issue is impossible. I even talked to another girl in billing and she was ruder than the first girl. I would not recommend Snell Plumbing for any job in the future. If you want a good plumber and good customer service call someone else. I will never use them again. I still can't get anyone at Snell to tell me why they charge double for a garbage disposal installation.????? read more

I reached out on Yelp for Sump Pump replacement. Someone from Snell reached out saying to call them to schedule an estimate. I called them and scheduled an estimate for the next morning. The associate comes and says this looks really bad and I recommend getting a battery backup. He then says your visit today is $110 but if you sign up now, we will waive the $110. I told him, I was never told about this charge and if I did, I would have canceled it. He then says I cannot provide you an estimate and walks out furious to call his manager and comes back still angry saying we wont be charging you. The technician showing attitude because his company failed to disclose they dont provide free estimates read more

Extremely rude service. I called for an initial service assessment but wanted to at least get a general range of cost before they sent a technician for a paid assessment. Instead of acknowledging me, they continued to try to set up an account and charge me without even addressing my concern---lacking basic customer service. I don't want to pay $90 for an assessment to hear the cost for service is well above my range. It's fine if you can't do that, at least have the decency to address my concern and ask me how to proceed. Then when I let her know not to continue with setting up my account because she ignored my concern and continued anyways, she hung up on me mid sentence! read more

Care to tune in to a symphony of false promises, multiple same-day cancellations and barely disguised contempt? Try this fly-by-night outfit, which seems to delight in your inconvenience. Snell proves that there are no sure things in this life, including a thrice-confirmed appointment. They offer a ready supply of canned excuses for failing to show up ("due to a shortage of technicians. . .," "we're unable to service your unit because we didn't install it"), all deployed with commendable cold-heartedness once they've locked you in. You'd admire their talent for double-speak if you weren't tearing your hair out. Makes sense that they're in the air conditioning dodge; they've got a heart of ice. read more

****AVOID LIKE THE PLAGUE**** Snell is a awful company that will try and scam you. I called them last year for a heat check, because they apparently were who the previous home owner used (their sticker was on the AC unit), it took several days to schedule but they did come look and gave the OK that everything looked good, and I signed up for a 1 year service plan figuring it would save on the next year's check ups. Then at the end of the summer the AC went out, Snell came back out, and told me I needed more refrigerant (which they couldn't have told me the first time?) and I laid out $450. Come to find out later, that's a common scam, modern HVAC units should never need more coolant unless there's a leak. Snell didn't even look for a leak, then their tech tried to sell me a whole new HVAC system, telling me it would only be good for another year or two (again, after they had just looked at it a few months before). Then, this summer rolls around. The AC goes out on the first day of the July 2019 heat wave. I called Snell and they told me it would be FOUR DAYS before they could get to me, even though I had a service contract with them. They wanted me to wait FOUR DAYS in 110 degree heat index. Pass. I called another company (DM Select Services) who came the next day and fixed a broken capacitor. That was probably the issue the whole time, and Snell strung me along selling me bogus coolant without even checking for a leak and trying to get me to give them 10k+ for a new system. THEN on top of that, I called to cancel my service contract (obviously, who wouldn't?) and they told me it was for a year and couldn't be canceled. I threatened to cancel the credit card, and they told me they would still invoice me anyway. Good luck with that, I'd rather see that on my credit report than give Snell another dime. Terrible, terrible company. read more

I called Snell Saturday around 12 to let them know our air was running but not cooling. They came early the next morning and we were cooled off by 11am. read more

Things may have changed with this business over the past year because my of most recent experience. An evaporator coil on my Goodman HVAC that was leaking last year (4/3/2018) was estimated by Snell for $2K by Gary A (Technician) and instead I decided to forego another year and refill our unit with refrigerant for $400. This year (2019) as I knew what needed to be replaced and had done further research on the evaporator coil replacement, I reached out to Snell for estimates to replace and this is exactly the message I received from Mr. Andy Horensky, Service Manager @ Snell "I wanted to contact you in regards to our visit with MOE on 4/8/19. First off, thank you for being a loyal club member with Snell. We certainly appreciate you choosing our service. Our technician did confirm that the current evaporator coil is leaking. The refrigerant that was added last year has been slowly leaking out. To replace just the current evaporator coil the cost is going to $4,000. This includes 5 year parts and 2 year labor." I also reached out to 2 other vendors (Donmar and 495HVAC) quoting $1700 and $2000 to replace the evaporator coil. So I responded back to Andy @ Snell about why it was now 2x the cost compared their quote last year and compared with the other estimates, Andy rambled on some more about because of rising costs of parts and labor...yada...yada...yada...blah...blah...blah... as he knew I caught them in a lie. Nevertheless, they lost my service contract and my business for good and I ended up going with Donmar and replacing the entire HVAC unit with a 15-yr rated Carrier unit for $4500, slightly above their overestimated, inaccurate and untrustworthy costs of $4K for a single evaporator coil. Not so sure if they deserve to be called, "The Stand Up Guys", more like "The Rip Off Guys" read more

Outstanding response. Snell came within 24 hours to check our heat pump even though we were not on contract with them. (We purchased our Trane heat pump from a company that merged with Snell.) Nothing is worse than a heat pump going off in high 90 degree temperatures and the screen on the thermostat tells you to contract your service agent immediately. Strangely, after 16 hours the system turned itself back on just as Franco Delarosa arrived. Still, Franco thoroughly checked our system, saying all was well. Franco also suggested we sign up for the yearly maintenance, which we did. What an excellent suggestion! Again, our the system stopped working. Again the screen of the thermostat flashed a red alert, telling us to contact your service agent immediately. I cannot blame Franco. The system worked when he was here. Still, he was concerned something was not right. Very professional. Reasonable prices too. read more

Bad experience with inspection contract. You sign up, pay every month, and they still try to invoice you.

Snell charges a monthly fee -- for "priority service." I have been paying it for more than a year--and it entitles you to a maintenance service call. Had an appointment for maintenance this morning between 8-12. No one shows up, no one calls. I call at 1:30. They roll me to a full voice mail. When I finally speak to Grace--she tells me they canceled my appointment. No notice, no email, no phone call. She doesn't know why, of course. And no one can help me. Seriously? I took off work for this AND pay you a monthly fee? read more

Today, Snell plumber Ronnie Willett, fixed a leak from my utility room sink. I had to modify my appointment on short notice because of an unexpected meeting. He arrived quickly, was polite, knowledgeable, friendly and professional. I was very pleased with his work and even requested an estimate on additional services. read more

Snell is great always attentive and fair pricing Franco de la Rosa is a great tech and very informative and understanding to everyone's needs great man for the any heating and air conditioning problems I would recommend to anyone they take care of all my houses read more

I have 3 HVAC units. This guy from Snell came to do a routine inspection. One unit was not starting... He misdiagnosed all three. Gave me a report saying I have to replace all 3 of my perfectly working, units for $20,000+ or fix all three for $5000+. He said the unit that was not starting was leaking freon, thermostat was faulty etc.$850 for replacing Freon, $350 for thermostat, blower cleaning $500 etc. Etc. I called another company and they said my two main units were perfectly all right and the third one that was not starting just required a board replacement... For $150 !!! And, of course, the thermostat was not faculty at all and no from leak. This Snell "technician" forced me to replace my units by suggesting carbon monoxide leak while there was no leak and even scheduled marketing guys to come next day to sell me $20k worth of HVAC for a $150 repair. Of course I cancelled it after getting second opinions from 2 different companies. Do NOT call this company. I read many more similar complaints... Junk company and deceptive practises read more

Fixed the problem and was up-front and straight forward with regards to the problem. About a week later now the system is still working without issue. The technician was very thoughtful in addition to knowledgeable. He answered my questions directly and didn't treat me like I was getting in the way. Excellent customer service from the tech: I noticed that he (1) locked the basement walkout door which he used for fast access to get to his truck, and (2) came back a couple minutes after he left to remind me that he had left the thermostat off and that I should turn it back on (I had spotted it already but the fact that he came back to tell me in person meant that he wasn't just in a rush to get to the next appointment to finish his day early, and that he wanted everything done exactly right). Customer service over the phone was very friendly/courteous. Ended up signing on with their yearly inspection program as it was comparable to ones we had done in the past and had yet to do that for our new home. read more