Company Response: First off, I would like to thank you for your years with us. We have put in an Air Conditioner and have replaced your heat exchanger, and some tune-ups. We certainly appreciate this.

When it comes to service repair parts, I need to point out a few things because it's important for everyone to know. Most of the time when we buy parts we are paying more than you can get it for online. We do not buy from online retailers because we need reliable local support. These local distributors which are in the Appleton area have people on staff to help us if there are problems, deal with returns and to help us with warranty processing. They are invaluable to all HVAC contractors.

I looked at our purchase cost of the board, and I can tell you with absolute certainty we paid quite a bit more than you can find it online. That's just to get the part into our hands. We try our best to buy smart between the various distributors to keep these prices as low as possible. At that point we have not marked up anything, and if we sold parts for this price we would be out of business.

Contractors have a lot of overhead, and we are no different. We have insurance for our business/vehicles/employees, as well as our employees insurance, stock to maintain, staff here at the office to keep paid, rent payments, our overall payroll, and much much more. It's a very big bill. We are not making money hand over fist by any means. Our markups and where we need to set our prices are set at fair values considering what our service department needs to produce to cover their costs.

At face value, the repair sounds expensive, I get that. But a highly paid (and trained) technician is coming to your house, doing a repair that we will stand behind. If it turned out that repair was not needed, we could have returned and taken the part off and not billed you. There are risks, and markups to handle the part and labor to perform the repair (it's not just the part in that price), and yes we do try to fit in a small profit, as all business need to do to survive.

I wish you nothing but the best, thanks again for your years of business with us.

-Dan C

Company Response: David, thanks for the honest feedback. This week we have a staffing issue that has caused us to shift our schedules around causing them not to be as ideal as we wanted. We should have called you and we didn't, and we are very sorry for that. We'll be talking this issue through as a reminder of how communication is important, which includes our technician's comments to you.