"Mr Bryant: I wanted to recognize Marcey Baum for going above and beyond to provide my wife and I excellent customer service last Friday, April 21, My Dad had owned a beach home at xxx Camellia Dr for over 50 years, and he used R A Hoy for his maintenance and purchasing systems.; however, he passed away suddenly in February. His home had been on the market and is now under contract and a home inspection was done about 10 days ago, with a note that the AC did not work. The agent was to have put in a repair order with R A Hoy..
Last Thursday, I went to the cottage for the weekend , and it was very hot in the home, as the ac would not turn on.. On Friday, my wife also came down and it was still very hot in the house, and she mentioned it would be difficult for her , given her asthma condition. . We were "out and about" Friday afternoon and stopped by your office, and Marcey was very friendly and helpful to us and confirmed she had a repair order for the home, but also suggested we check the circuit(?) box behind the outside condenser. We went back and removed the "fuse compartment" and saw two fuses, took it down to her and she had someone check it out and determined the fuses were not working , and she arranged to get us two new fuses. . We went back and put the "fuse compartment " back in, and the AC started. Music to our ears!
It is very rare these days to find company representatives take ownership of a problem for a customer and go above and beyond as Marcey did for us, and we appreciate her ."
Kill Devil Hills
-Copy of Mr. E's Email dated 4/2017
"Whenever I have a problem at my home on the OBX and need to call you - everyone responds in the most professional and helpful way with timely follow-up. Today I spoke with Marcy who sent a Tech (Sean) to the house to check out what I thought a Nexia, heat pump or thermostat issue. Sean called me to let me know I had a power issue - I made a call to Dom Resources and the problem was resolved. Being an out-of-town homeowner, it is not easy to take care of things that come up and R.A.Hoy, for me, has always been there to help. Thank you."
-Copy of Mrs. H's Email dated 1/2017
"Every person I have been in contact with in your company has been OUTSTANDING. It has been a pleasure to purchase the heat pump and have Emergency Weekend repair- you have a great crew! All Star! Thank You.
-Copy of Mrs. M's Letter 9/2016.
"Just wanted to let you know how nice it is to call & get a person as nice as Marcey. Very nice to deal with. Wish you could send her up here to answer our phones(NJ). I would most definitely give her a raise. Thank You for taking care of us" Best, Charles D.
Manteo, NC Vacation Home
-Copy of Mr. D's Letter dated 9/27/16
"We have owned a small construction business for over 40 years and realize the importance of customer service. We want to thank you for your quick handling of our service request to our 8 yr. old Trane unit. But, more importantly, want you to know how much we appreciated dealing with your technician. He was very professional, courteous, friendly and knowledgeable"
- Copy of the W's email 7/2016
"I want to commend you and your company for the way you handled my HVAC issue at my rental property at **** South Old Oregon Inlet Road. The system went down on Sunday August 7, and I know it is your busy season. By that afternoon we were scheduled for a Tuesday installation. This was aided by the prompt communication of Mitchell, and then Fred doing an on-site estimate that same day. Both were professional and it was a pleasure to deal with them. Customer service is the backbone of every business, but in the HVAC business it is vital. I pride myself on the service we provide after hours, and you should as well. I chose you guys to service my condo because you are a fellow Trane Comfort Specialist, and it was definitely the correct move. I was happy with the last year's service, but was ecstatic of the service received when I was most in need. Many customers have no idea the sacrifices made with running an a/c business. This one does, and I hope many others do as well."
Vero Beach, FL
Copy of letter from Electric, AC, and Heating business owner 8/2016.
"You were sympathetic (we needed that), knowledgeable, and efficient. Within 30 minutes, you had laid out a series of recommendations for a new system. There was no pressure, no technical jargon, just good solid advice. I'm so glad we listened to you! Since the new system was installed, we have noticed a significant drop in the amount of electricity we are using. It is a great feeling to be getting more for less."
"We are extremely impressed because we do enjoy great service and expected nothing less. They gave us their absolute best as they have done for the past 15 years. We would recommend them to anyone in the service area on the Outer Banks because their service is top notch with us"
- Buck Island
- Copy of the J's email
"They were impressive in that they were knowledgeable, worked diligently and expediently... are truly an asset to your company and should be recognized for the excellent work... I will definitely recommend your company to all of my friends and to anyone else when I hear they need heating and air conditioning services."
- Portsmouth, VA about his vacation home in Kill Devil Hills
- Copy of Mr. S' letter