Evergreen Home Heating & Energy

"Heather, I?m so sorry for the frustration you went through. Being in a cold house and not feeling like you could get clear answers is incredibly stressful. That is not the experience we want anyone to have. We do provide 24 hour emergency service, and in your case a technician was dispatched after hours. That said, 24 hour availability does not mean unlimited technician choice. We operate on an on call rotation, so the technician assigned that evening is the one available at that time. If a different technician is requested, that may require waiting until the next business day. We need to be clearer about that upfront. Where we clearly fell short was communication. In after hours situations especially, expectations have to be simple and explicit. What is fixed. What is temporary. What could fail again. Whether someone is actually scheduled to return that same night. If any of that felt unclear or contradictory, that is on us. We are reviewing our after hours communication process, including how follow up appointments are confirmed and how our answering system escalates urgent concerns. Emergency service should feel responsive and dependable, not confusing. We have reached out because I genuinely want to understand your experience directly and see what we can do to resolve this fairly. If you are open to speaking, you can call our office at 206 565 1455 and ask for management, or reply here and we will coordinate a time. Thank you for taking the time to share your experience. It helps us improve."

"Hey Sharon, thanks for the review."

"Hi [Member Name Removed], when we installed your heat pump, we also installed a coil that works in conjunction with the older gas furnace that was already in your home. Unfortunately the blower motor on your existing furnace went out, which wasn't covered under the warranty for the new equipment we installed. I'm glad we were able to get back out and replace the blower on your furnace so your system is once again functional. Please let us know if you have any further questions or issues with your system."

"Hi [Member Name Removed], Thanks for the review! I'm glad we were able to get your system up and running so quickly. I completely understand the objection regarding the price of the service and part installation we performed for you. I can understand how, on the surface, it would appear expensive based on the cost of the part on the internet. However, I can assure you we didn't make a huge, excessive profit on your job. When examining pricing for professional services such as these, there are a lot of factors to consider. As you mentioned in your review, Alec is a highly skilled technician. These kinds of parts require highly skilled and certified technicians to install, which is costly for a business to provide. FYI we use an industry-standard flat rate pricing system which many other companies use. With our flat rate pricing, we always give a quote for the repair ahead of time so you know what you're going to be paying before authorizing the work to be done. We also have to deal with a lot of costs of doing business in our metro area. Here are a few to consider: Heavy traffic and high transportation costs High cost/skilled labor High insurance costs High real estate/building costs High business taxes Increasing cost of materials The bottom line is, when we send a technician out to a home to perform a specialized repair, the cost of the part is only a single factor among many that determines the price. The convenience of getting a skilled technician out to a home quickly requires a lot of infrastructure, which all costs a lot. Unfortunately we have to charge the prices we do to provide high quality service, stay in business and make a small profit in the Seattle metro area."