Dear Mr. Roesberry,
About four weeks ago, our air conditioner went out and we contacted your
office for service. You promptly responded and assessed the situation. We needed to buy a whole new unit.
We were in a difficult situation in that we had just entered into escrow
on our condominium and were anticipating out-of-pocket fees when it closed. In addition, we were instructed by our escrow
officer not to incur any credit-card debt during the escrow period. We decided that we had no choice but to postpone
the installation of the air-conditioner until the end of the month when funds would be available.
Your staff and you personally could not have been more
understanding and supportive. You offered to install the unit and allow us to arrange payment after the
close of escrow. Your reasoning was simply that we "seemed like nice people". You were professional,
courteous and respectful toward us in an awkward situation. We cannot begin to tell you how helpful you were
in making a stressful time for us much easier to deal with. It is rare to see a business operate
on principals such as understanding and trust in others.
Enclosed is a check for full payment and a promise that we will be using
you for any and all air and heating needs in our new home. We will, of course, recommend you highly to any of our friends,
neighbors and family who may need service in this area as well.
Thank you again for exceptional service and for your patience in allowing
us to delay payment for it. You have a customer for life.
-Scott & Vicki in Chino Hills
