Customer service from phone operators was excellent BUT not from technicians

M - Mableton, GA
21 days ago

I was overwhelmed by the professionalism and the efficiency of the customer service. When I called, they immediately supplied answers to my questions. When one person didn’t have the answer, she promised to have someone else contact me with the info I needed, and within 10 minutes someone had called me back. They were very responsive with scheduling and made me feel like my business was important and valued. That’s why we chose them for the very expensive and extensive work over the other four companies I quoted. These positive signs of a high quality company set the stage for my expectations that the same customer service would be carried through with all aspects of the company. I had two full HVAC units completely replaced - heat, air, and ducts. I had a team of 6+ people at my house for two days. They were polite enough, and they seemed to get the job done, but how will I really know since I’m not a technician? After the job has been completed, I am left unsatisfied by the lack of responsiveness shown to me when I expressed certain concerns to both the workers and the foreman on the job. Had they been more responsive to the values of me as a customer, I would be giving a 5 star rating right now. First off, I mentioned my concern about the air vent grates being dirty and asked if they would be cleaned as part of the install. I was told they would not since they had no tools to do so and it wasn’t part of their work. I pointed out that a lot of attic insulation had fallen through the grates into our bedrooms and asked if that was a good enough reason to clean them. I was told they would vacuum. Someone did vacuum at the end of the first day, but not in every room. I have three little kids and there was a good amount of insulation on my child’s pillow, on their toothbrushes and bathroom sink/floor, and on their toys, all of which I had to clean up after the crew left. There was also dirt and insulation on my bed and on things in other rooms. I wouldn’t have minded as much except that I called the company two days in advance asking if I needed to do anything or move anything in preparation for the workers and I was told that it wouldn’t be necessary. Also, more insulation fell after I addressed the concern with a worker, which tells me they knew of the issue and did not note it of enough value to correct. I understand that removal of old equipment can be difficult and messy, which is why I wasn’t surprised by finding a good amount of insulation and garbage in my yard, but I was hoping for more attention to cleaning up the mess. After finding some rusty nails near my kids’ sidewalk chalk drawings I addressed the issue with the foreman, and he walked the driveway, picking up a few more. I am grateful that he did this, though I wish they could have picked up the rusty nails and metal fan blade without me asking for it to be done. I also asked for the insulation and garbage left in our yard to be picked up, especially since my young children were waiting for it to be safe for them to go play outside again. But I will have to do this on my own, along with picking up some debris on the curb, because there is still plenty that remained after the crew left. I wondered at this since we live in a very walkable neighborhood and any of the many neighbors that pass by on their walks will see the debris in the gutter and remember the three large trucks with the company name. I gave this same feedback to the foreman as I am providing now in hopes that, on a future job, a small amount of effort in the little things will bring the level of service to the same standard I had expected from my experience with the phone operators. I think the technical aspect of the job went well, but I have no means of judging that at this time. I was really hoping I had found my new go-to company. I really wanted to tell all my neighbors how much I highly recommend this company. But now I don’t know what to think and by whose work standards to judge the company.

Response from Bartlett Heating & Cooling:

Hi Mary Beth! I'm so sorry that you received anything less than a 5 star experience with our team. Our team works so hard to keep all areas clean and even leave the space cleaner than when we arrived. Thank you for talking to me on the phone and allowing the opportunity to come back and make things right! We will work hard to make sure that you can shoot from the roof top that we are your new "go-to company"!

Great Service

Wendy - Mableton, GA
59 days ago

Mitchell provide my several options to consider and was sensitive to my recent financial situation

Response from Bartlett Heating & Cooling:

Thank you Wendy for this 5 star review of Bartlett Heating & Cooling and Mitchell! We appreciate you calling on Bartlett HVAC to repair your air conditioning system and look forward to serving you in the future :-)

great guy

Richard - Mableton, GA
64 days ago

Jerry is great asset to your company. He has a great personality and really knows his business. Hopefully you will be with you for a long time.

Professionalisms at its best

Joyce - Mableton, GA
107 days ago

Our Tech was on time and professional. Jeff adhere to all the CDC guidelines , while in our home. He serviced our units, troubleshooted any concerns, resolved and replace needed items. As always I can depend on Bartlett Heating and Air.

Response from Bartlett Heating & Cooling:

Thank you Joyce! We are continuing to do everything we can to keep our customers and our technicians safe, while still providing this important service. Thank you for your confidence in Bartlett Heating and Cooling to take care of your annual maintenance on your HVAC system :-)

Excellent service

Winnie - Mableton, GA
108 days ago

Great

Response from Bartlett Heating & Cooling:

Thank you Winnie! We do strive for excellent service, so glad we are hitting the mark. Thank you for choosing Bartlett Heating and Cooling for your annual HVAC maintenance :-).

Great service!

Hannah - Mableton, GA
129 days ago

Bo was very on time, courteous, and did a great job answering questions and giving explanations.

Response from Bartlett Heating & Cooling:

Thank you Hannah! I am so glad you are pleased with Bo's service :-). Thank you for trusting Bartlett Heating & Cooling to repair your heating system on this very frigid day!

Excellent service

Angie - Mableton, GA
134 days ago

Response from Bartlett Heating & Cooling:

Thank you for this 5 star review! We are so pleased that you are happy with our service. Thank you for always choosing Bartlett and for being an important member of our Service Agreement family :-)

Great Service

Christopher - Mableton, GA
141 days ago

Response from Bartlett Heating & Cooling:

Thank you for this 5 star review of Bartlett Heating and Cooling! We are honored that you have chosen Bartlett HVAC as your service provider :-)

Excellent service

Robert G. - Mableton, GA
158 days ago

Jeff is very knowledgeable and a good communicator. He was able to clearly explain the problem . His suggestions for a remedy were very helpful.

Response from Bartlett Heating & Cooling:

Thank you Robert for this excellent feedback on Jeff. We truly appreciate this 5 star review of Bartlett Heating and Cooling and Jeff :-). Thank you for always choosing Bartlett HVAC!

Quick quality service

Patrick - Mableton, GA
178 days ago

Response from Bartlett Heating & Cooling:

Thank you for the 5 star review Patrick! We are so glad that you are pleased with the service. Thank you for trusting Bartlett Heating and Cooling to replace your furnace and air conditioner with a new Carrier HVAC system.

Excellent Service!

Michelle - Mableton, GA
182 days ago

Excellent and efficient service.

Robert - Mableton, GA
184 days ago

The technician who serviced our systems was very knowledgeable, courteous and efficient. He spotted some things that could improve our system and was expeditious in installing an upgrade.

Response from Bartlett Heating & Cooling:

Thank you Robert! I am glad to see that Jeff took good care of you :-). And I you are really going to enjoy your new iWave air purifier. Thank you for always choosing Bartlett Heating and Cooling to service your heating systems!

Great Professional Service

Rachel - Mableton, GA
191 days ago

My service technician was prompt (highly important to me), professional and took time to explain things to me which was very helpful since I purchased my home a 4 months ago and had many questions.

Response from Bartlett Heating & Cooling:

We are so happy to hear that you are pleased with Jeff's services. Thank you for choosing Bartlett Heating and Cooling to provide the maintenance on your HVAC system. We look forward to helping you the next time :-)

Hands down THE BEST in Town

Michael - Mableton, GA
239 days ago

I have been using Bartlett for over 20 years. I have trusted them with all my homes and always know I will be getting Fair, Honest and Reliable service. They installed 3 new HVAC units in our home and their work was nothing short of AMAZING!

Response from Bartlett Heating & Cooling:

Wow! We are so honored that you have been a Bartlett customer for over 20 years! Replacing all 3 systems is no small task and we are so glad our installation team got the job done with such marks. We look forward to taking care of your heating and cooling systems for the next 20 years!

great guy

Pam - Mableton, GA
240 days ago

very through and honest

Response from Bartlett Heating & Cooling:

Thank you Pam! We really appreciate these kind words about Jerry. Thank you for always choosing Bartlett Heating & Cooling to provide your HVAC service :-)

Always great Customer service

Darlene - Mableton, GA
247 days ago

Love Bartlett Heating and Air, Very professional and they do a great job!

Friendly and Efficient!

Dustin - Mableton, GA
291 days ago

Everyone we have worked with has gone above and beyond to make sure we were taken care of! Wouldn’t even think about using another company!

Response from Bartlett Heating & Cooling:

Wow! We really appreciate this 5 star review! We always want our clients to feel well taken care of, so this makes us smile ear to ear :-). Thank you for choosing Bartlett Heating & Cooling. We value you as a member of our customer family :-)

Excellent

Joyce - Mableton, GA
295 days ago

Jeff was very professional. He was very knowledgeable. Jeff also maintained social distances and kept his mask on.

Response from Bartlett Heating & Cooling:

Thank you Joyce! We are so happy that you are pleased with Jeff and the measures we are taking to keep everyone safe during this time.. Thank you for choosing Bartlett Heating & Cooling :-)

Restored Faith in Customer Service

Richard - Mableton, GA
297 days ago

It seems we live in a new age where Customer Service is talked about as a strategy, but fails to find its way into practice. Bartlett Heating & Air has restored my faith that there are still companies live it as their credo. I called them after my provider that did my last installation, & service contract totally failed and lost my confidence. Bartlett provided a better solution, value and personnel at all levels of their operations that restored my faith that their are still true professionals that have passion for their business. I would without any reservations, recommend this company to anyone in need of HVAC solutions. Sincere Thank you to your people.

Response from Bartlett Heating & Cooling:

You don't know how much this review means to us! Our goal is to achieve exactly what you have described here. Thank you for giving Bartlett Heating and Cooling this opportunity to not only replace your AC system, but to restore your confidence. We will continue to work hard with each visit to your home so that you ALWAYS feel this way :-) Thank you for choosing Bartlett Heating & Cooling.

Prompt, Professional, Experienced, Friendly and Helpful

George - Mableton, GA
301 days ago

Response from Bartlett Heating & Cooling:

Looks like Jeff checked off all the boxes! Thank you for this 5 star review of Bartlett Heating and Cooling! And thank you even more for being a Bartlett HVAC Service Agreement customer :-)