Problem Solvers

How We Went Above & Beyond For One Homeowner

April 20, 2023
Case Study
HVAC worker standing next to a happy couple

Going The Extra Mile: Our Epic Journey To
“Wow” A Perfectionist Homeowner

We Stopped At Nothing To Gain His Satisfaction

The majority of HVAC, plumbing, electrical, and roofing projects we undergo are pulled off without a hitch, leaving the homeowner happy with the results and satisfied with the process from beginning to end.

Every so often, those rare “once in a blue moon” moments strike, bringing delayed timelines, tardy shipments, or staffing issues. Fear not, San Antonio homeowners! We’re ready to face those roadblocks head-on, armed with old-fashioned integrity and crystal-clear communication, so you’re always in the loop about your project’s progress 

But what happens when everything goes exactly according to plan and a homeowner STILL isn’t completely satisfied? Well, we keep at it until they are! We will never consider a project “finished” until the homeowner gives their final approval, no matter how long it takes. 

Here’s an example of how we went above and beyond for one homeowner when most companies would simply move on to the next project.

We Did Everything Right, On Time, & On Budget…
But The Customer Still Wasn’t Happy

Planning out the perfect home remodel or HVAC unit upgrade requires comprehensive planning on both the financial and aesthetic side of things. You have to consider not only a heating or cooling system that you can afford but also one that you will be happy seeing for many years.

A while back, we were installing a homeowner’s HVAC equipment with four separate systems to heat and cool his entire home adequately. The homeowner, we can call him Steve, looked through our various brochures and product portfolios and chose the perfect Maytag unit combination for his home. 

Since we were installing four different systems, upgrading his home took us about a week. During the planning phase, we had to confirm with Steve and his wife where the outflow and inflow vents should be placed around the home. Since these are quite visible, it was important for the happy couple to put these vents in a setting where they wouldn’t be an eyesore.

Steve’s project went as smooth as butter. We could complete the entire HVAC upgrade within the timeline estimate, all while staying under budget, and it couldn’t have looked nicer — or so we thought.

Steve has been our customer for many years; we quickly learned he is exceptionally particular. Although he had known exactly where the return air vents would be placed, once everything was said and done, Steve and his wife were very unhappy with how it looked from an aesthetic point of view.

How We Turned The Situation Around
To Satisfy Everyone

Even though Steve and his wife had signed off on every tiny detail of the project, they were still unhappy with the final result. Lucky for us, Steve knew we had simply done what he asked for us to do but still wanted to have the return air vents reconfigured to another part of the home.

At the end of the day, our customers are the reason we do what we do, and the last thing we would want is for a homeowner to be unhappy with our service, even if we did everything by the book.

So, we locked in a time and day that worked best for Steve and loaded up the company van to remedy the situation — no matter what it entailed. It took our experienced crew of highly skilled technicians a whole day to “fix” everything Steve wanted, but he and his wife couldn’t have been more grateful.

We took it upon ourselves to do whatever we could to make Steve and his wife happy, even if we weren’t contractually obligated to do so. And the best part? We didn’t charge Steve a single penny for his change order request, even if it cost us money out of our own pocket.

When You Need HVAC, Plumbing, Or Electrical Services
You Can Count On, Call The Problem Solvers

Steve’s project is just one example of our extreme dedication to Solving Problems in the Greater San Antonio area. You don’t have to be a lifetime customer to be treated like a lifelong friend; we apply the same family-first mentality to every project we are lucky enough to be a part of.

If your home is in dire need of HVAC, electrical, plumbing, IAQ, or roofing services, The Problem Solvers are here to help! Our affordable financing options will make the entire process easy and stress-free. 

Ready to get started? Contact our specialists today by calling (210) 290-2085 — We look forward to hearing from you!