Dear Dale, August 6, 2008
We recently had the Carrier Infinity system installed which included a new furnace, air purifier and heat pump. During the process of arriving at the best decision for our family we solicited numerous bids. The bid from Sanford Temperature Control was not the lowest in dollar amounts, it was the highest. However, this being said my wife and I are very please as we believe that we got the best value for our investment.
The process started with you arriving at our home, on time as promised. The first thing that you did was to put on protective shoe-wear over your shoes as you entered our home. Your consideration was noted and appreciated. You took the time to answer any and all of my wife's questions and promised a follow-up appointment to discuss your recommendations, and our options, in a few days.
When we needed that follow-up appointment in the evening to discuss our options you responded as if it were your "joy" to come to our home at 6:30 PM in the evening after an already long days work! You came fully prepared with the formal quotes along with literature and a complete explanation of our options. You quietly and patiently answered answered all of our questions and "What ifs".
Once the installation process started you (and your team) honored every commitment that you made to us. If you said that you were going to arrive at at certain time you did just that. If you were going to be delayed for a short while you called and let us know that there would be a short delay, but that you were still coming. We have had dealings with all too many trade's people who never called, even if they were 2-3 hours late and acted as if we were lucky to get them to come to our house. Your approach is to be commended and it convinced us that if your service was so exceptional, so would your product be!
Your men were uniformly polite, informative and a pleasure to have around. There was no loud music. They all wore the protective shoe-wear and were eager to answer any questions that we had as the installation progressed. They were clearly well trained and knowledgeable of the products that they were installing.
In addition, I don't want to overlook Lisa and Ellen in the office. The first time that I called Sanford Temperature Control I got Lisa on the phone. She was cheerful and was eager to let me know that Carrier had invented air conditioning. It was obvious that she was proud of her work and the company she worked for. Ellen was equally helpful and responded to any inquiry promply and we had more than one as the work progressed.
Every item or task that you promised was delivered. The list here is too long, but I do want to note a few:
* Every statement you made about the process was accurate and professionally carried out.
* Your workers were not only polite, but extremely neat as well. Every day the area was cleaned up and the tools stored away for the next day.
* You personally helped me with the online process for the rebate that Carrier was offering at the time. I have already received it - thank you.
* You took away the old system and fixed every hole or crack that was left.
* All of this which was delivered with the professionalism and competence that we had come to appreiate in the process.
Dale, our experience with Sanford Temperature Control was truly enjoyable. You and your team are to be congratulated for their profressionalism, competence and courtesy. Every single person we dealt with was a pleasure to interact with.
During one of our conversations I remarked to you that the kind of service that we received does not "happen by accident". I noted that you must spend a lot of time on Customer Service in order to make it a real experience for Mary and me - not just a catchy slogan. It was then that we learned of your weekly employee meetings that were focused on "Customer Service". Well done, indeed.
We love our new Infinity System and how quietly and effieciently it has cooled our home this summer. We are excited, in this time of rising heating costs, to experience the efficiency and savings that our new system will afford us in the months to come.
We would recommend your product and your service to all who would ask!
Thank you for a most OUSTANDING experience!
Sincerely
Scott & Mary Mosher |
Thank you for choosing Sanford Temperature Control for your heating and cooling needs. Sanford Temperature Control is a family run business that has been in operation since 1982. We offer quality service and equipment for all your indoor comfort needs. We are a factory-authorized Carrier dealer: From sales to service and installation, we stand behind the Carrier name and our work. All of our installations come with a 100% money-back, satisfaction guarantee. 
