One Customer’s Story: HVAC Maintenance Plan
Finding the right person for the Homesense service team isn’t an easy process. While we always want someone who’s technically sound, we also want more. We want someone who’s personable and engaging. We want those individuals that we feel great about welcoming into our homes. We recently heard from one of our customers in the Carmel, Indiana area who validated those efforts. Here’s her unaltered recap of a recent HVAC maintenance plan appointment on her furnace and humidifier.
I remember the first winter we moved to Indiana 10 years ago. Our furnace was in need of maintenance and we had to schedule an HVAC specialist to come fix it. Being new to the area and knowing no one, I was at the mercy of an online search, which didn’t include reviews in 2006.
To be perfectly honest, the randomly selected repair person that showed up that day ended up being a tardy, sloppy, creepy man that made me feel uncomfortable having him in my home without my husband present. It was after that visit I told my husband, “When this happens again, please be home when the repair person comes. It was too creepy for me.”
Fast forward five years and I now have no problem being at home alone when our HVAC specialist from Homesense comes. In fact, that’s one of the major reasons I recommend them to my other girlfriends. They put me at ease.
Just recently Darren came to our home on a Tuesday morning for our Fall Preventative Maintenance pre-paid appointment. I knew he’d be there between 10 a.m. and 1 p.m. and, sure enough, he called at 10:30 a.m. to say he’d arrive in 30 minutes. When he came he had all his equipment and even shoe covers ready to go. My three-year-old son was impressed with his gear and his “cool backpack and yellow vroomer!”
Darren is bright-eyed and extremely kind. He greeted me with a handshake and handed me his business card. He remembered being at our home before and remembered where everything was! On the way to our furnace, he chatted with our son and asked him all about his toys! And as he began the HVAC maintenance plan appointment, he explained everything he was going to do and gave me an estimate of how long it would take.
He ended within an hour and then walked me through the electronic invoice line by line, explaining the different costs and asking for my approval. Payment was easy with my credit card via his tablet!
As we were wrapping up, he told me how much he was chuckling in the furnace room, overhearing my three-year-old son try to compromise with me over potty-training. Our son blurted out, “Mom! Give me some privacy! I can do this myself!” Darren, who shared stories about his son, was empathetic and kind about the joys and struggles of parenting.
It was definitely like welcoming a friend into our home, and not just another repairman.
Thanks for that feedback! We’d love to hear from you on how we’ve served you in your Indianapolis area home.
