Art’s Heating & Cooling installs, repairs, and maintains a variety of HVAC equipment for residential and commercial clients in Fresno, Kings, Madera, Tulare, Contra Costa, and Alameda Counties. The technicians at Art’s are skilled in installations, repairs, maintenance, and tune-ups for heating and cooling systems, including furnaces, heat pumps, central air, mini-splits and duct systems.
Marketing Manager Denise Christiansen says Art’s Heating & Cooling’s customer-oriented business practices have been key factors in its success. “We believe customer satisfaction is the foundation of our reputation, so we strive to leave every client with a better-functioning home and assurance that they’re in good hands. We want them to know we genuinely care about their needs and are dedicated to providing them with top-quality service.”
Art’s Heating & Cooling educates its customers about the inner workings of their HVAC systems so they know how to avoid certain problems from reoccurring in the future. “We pride ourselves on explaining technical details in a way that our clients can understand,” affirms Ms. Christiansen. “By taking the time to educate our customers with easily digestible information, we’re able to build trust so they feel confident choosing Art’s Heating & Cooling for their HVAC needs.”
“The foundation of our customer service starts with building and supporting the best team with the best individuals who share our values. This allows us to go beyond just providing HVAC services—we’re building relationships with homeowners through our expertise, integrity and exceptional customer service, from the first interaction through follow-up and annual maintenance check-ups.”
When calling about an HVAC problem, remember that a proper diagnosis should preempt any service recommendations.
People often assume that any HVAC contractor they call is going to have their best interests in mind, but that isn’t always the case. “No one calls an HVAC company hoping they’ll have to replace their entire heating and cooling system, but if you call the wrong company, that’s just what you may be asking for,” cautions Chad Withrow, COO of Art’s Heating & Cooling in Pleasanton. “Some HVAC companies are sales-focused rather than customer-focused, and some will even intentionally take advantage of their customers if given the opportunity. So, when dealing with an unfamiliar HVAC company, you need to watch out for suspicious sales tactics.”
One way unscrupulous HVAC contractors can take advantage of their customers is by selling them on expensive solutions when more affordable options may be available. The simplest example of this is recommending HVAC equipment replacement without first conducting a thorough diagnosis. “There are lots of reasons why a heater stops working, which is why it’s important to have a qualified technician diagnose the situation,” says Mr. Withrow. “It’s like a car—you have to bring it to the shop so the mechanic can look at it. You can’t diagnose it over the phone, but some HVAC companies try to do just that because they’re priming the customer for replacement. There’s more money in replacing equipment than repairing it, so if they do send a technician to your home, they’ll typically spend a few minutes reviewing the system before saying it needs to be replaced. A service provider is supposed to serve the needs of the customer, but these companies try to make their customers serve the needs of the business, and that’s wrong.”
To avoid being caught in such a situation, Mr. Withrow says it’s important to find a quality HVAC company that attempts to repair problems before resorting to replacement. “Sometimes replacement is actually the right option, but your contractor should prioritize repairs, even if that means squeezing a little more life out of your current system. There shouldn’t be any aggressive sales tactics—just honest customer service.”
Maintaining customer satisfaction is a key component of any business, but it’s even more important for heating and air conditioning contractors that have earned Diamond Certified. For Art’s Heating & Cooling, the best way to keep clients happy is to focus on meeting their needs and ensuring they have positive experiences. “We take care of our clients and do everything in our power to make them feel good about the HVAC process,” affirms COO Chad Withrow. “If you look at our reviews and feedback, you’ll see the proof that honest, customer-centric service has always been a fundamental principle of our business.”
Art’s Heating & Cooling has been installing, repairing, and maintaining HVAC equipment for residential and commercial clients in Fresno, Kings, Madera, Tulare, Contra Costa, and Alameda Counties since 2012. In addition to working on everything from heating and air conditioning systems to ductless mini-splits, the company is qualified to replace and repair ductwork.
Unlike less experienced HVAC contractors that try to steer their customers toward expensive add-ons, Art’s Heating & Cooling aims to provide budget-friendly solutions whenever possible. “We always attempt to repair the issue before resorting to replacement,” says Marketing Manager Denise Christiansen. “Some companies push replacement so they can make more money, but we do the opposite—we try to save our customers money by conducting thorough evaluations to see if there are less expensive solutions to their problems.”
Another distinguishing attribute of Art’s Heating & Cooling is its highly trained and experienced staff, which Mr. Withrow says goes a long way toward ensuring high-quality results. “When a customer hires us, they know they’re getting the best of the best. Our technicians are experienced, courteous and technically sound. They know all the latest regulations and conduct themselves in a professional manner.”
