USE - Customer Testimonials (Kudos)

Testimonials

Utility Service Express
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Better Business Bureau

Steve Mortensen, VA
Subject: Furnace Filters

Hi Tom:

I have recently purchased some furnace filters from your company and worked with Christina. I just wanted you to know that she provides excellent customer service. She is polite, responsive (she got back to me promptly when she needed to cheek on an item), and a pleasure to interact with. It is difficult these days to find good customer service, and I just wanted you to know that Christina is doing a good job from a customer’s perspective. Please contact me if you have any questions.”

Steve

Steve Mortensen

Peter Bock, DC
Subject: Fall Maintenance Service and Furnace Installation

Hi Tom:

Jon is an outstanding technician! Apparently he is a mentor to many of your staff, who all speak very highly of him. He is bright, knowledgeable in his field, and always is looking for ways to improve or optimize the systems he works on. We have been consistently pleased with his work and his diligence, and we have told him this directly!!!

It is especially important for me that we had the same person doing all installation work for the new furnace, the subsequent adjustments and fixes, and the Fall Check. My experience is that if the personnel changes during the sequence of visits to fix a problem problem, the error rate rises significantly. The context is often lost.

My father (also an engineer) always advised me to maintain a steady and singular relationship with service professionals over the years ... to try to have all specific types of service done by the same person, who becomes familiar with the idiosyncrasies of my particular systems (auto service, A/C service, plumbing, carpentry, painting, remodeling, whatever). After all you and I want to be served by the same lawyer, doctor, and dentist, don’t we? I do this with my students ... I am their advisor all through their entire educational program!

That was good advice from my father, don’t you think? And all it takes is a bit of careful organization to make this kind of “personalized service” possible in almost any profession, I think.

Thank you for your personal attention, Tom. It makes a BIG difference!!

Best regards, Peter Bock

Professor of Engineering The George Washington University Washington DC 20052

P.S. I have encouraged Jon to begin his Bachelor’s degree in Mechanical Engineering (He has signed up to take the SAT exam this Saturday). If he does well, I will try to help him get admitted to one of the local universities in their ME Department. I do hope you will give him your support also. He deserves it!!

Lynne Harrison,Reston, VA
Subject: Furnace Installation

Dear Mr. Warner:

Having recently experience the work of your team for both a scheduled furnace replacement and an emergency compressor problem I have to commend Utility Service Express on the way both projects were handled. Your guys (Shane, Ben, Roberto and his assistants) did exactly what they said they would, when they said they would and kept me informed of everything I needed to know. Furthermore they showed the utmost respect for my home - in fact having the new units installed and working were the only signs they had been there as their clean up is so good.

When it came to the compressor, although it was Saturday and it was over 100°F under my deck and the issue wasn't actually anything to do with USE, Shane and Ben still responded quickly, provided a temporary fix to get me through the weekend and let me know that I had options for a more permanent solution.

Oh and did I mention this is all at a very good price ? When it comes to who I would call myself or recommend to a friend or neighbor that is simply a 'no-brainer' - USE.

Lynne A Harrison

Joseph Murray; Northen Virginia
Subject: Installation of Generator

Dear Mr. Warner:

Your personnel, Randal; Ralph; and Carlo installed a backup generator at my home today (March 12, 2008). I want to thank each of your employees for a real professional job. I could not be more impressed by the work they did. Please pass on my sincere thanks to each of them. I will certainly recommend your company to anyone I find who is looking for an emergency power source.

Sincerely, Joseph Murray

Sy Deitchman; Chevy Chase, MD
Subject: Generator Maintenance

Dear Mr. Warner:

Thank you for your inquiry. We have been extremely satisfied with the service Utility Service Express has given us, especially your company’s re-installation of our generator after the unfortunate incapability of Home Depot’s original contractor to successfully complete the initial installation.

In addition we are pleased with your annual servicing, and our dealings with Mrs. Lewis and Nikki in the office. Indeed, the generator kicked on as it was supposed to when the power went out in the recent ice storm, confirming the validity of our decision to get it in the first place.

Sincerely, Sy Deitchman

Pamela Michalegko; Arlington, VA
Subject: Fall Maintenance Service

The technician did a very thorough inspection - - actually this was the most thorough inspection that I have ever had done.

Although the thermostat is simple to use, he did take the time to explain it to me.

Pamela Michalegko

Michelle Kinch; Reston, VA
Subject: Correspondence to Better Business Bureau
December 17, 2007

To whom it may concern;

I recently had a great experience with Utility Service Express (USE) and wanted to share it with the Better Business Bureau. I'm a single woman, and always concerned about being taken advantage of when it comes to vehicle and home repairs. Nonetheless, I do my best to be an informed buyer and get multiple quotes for repairs, when possible.

My home heating system was 13 years old this year and terribly inefficient. I had some trouble with it last winter and wanted to replace it this fall to prevent any urgent repairs that would cost an arm and a leg.

I used the Internet to find several local recommendations and asked three suppliers to provide quotes, but one stands out.

Utility Service Express www.UtilityServiceExpress.net supports a detailed online survey www.value-price.com, and I want to recommend the website for the following reasons.
The website is available 24 hours a day, 7 days a week.
The website teaches consumers about heating and air conditioning systems, rather than glossing over the details that "girls don't understand."
I'm a working woman, and the quote doesn't require me to be home for a multi-hour window in the middle of the day to meet someone for a 15 minute inspection.
The quote is instant, while the others arrived by mail approximately 5 days later. Granted, it takes about 10 minutes to collect basic information (square footage, current system, etc.) and complete the survey.
Whereas the other two suppliers offered packages that they felt I needed (or that they were pushing,) the website allowed me to build three packages (good/better/best) to allow me to choose which solution I wanted. (It also priced and allowed me to add a la carte items such as a humidifier and air purifier.)
The instant quote specifically listed all part numbers and detailed labor descriptions that allowed me to comparison shop apples to apples.
Best of all, the quote was a few hundred dollars less than the next lowest bid. The company representative told me that they were able to offer low prices, because they don't need to support a sales staff, driving house to house by day and working up quotes by night.

Alan Weinberger; Reston, VA
Subject: Helping a retiree on a fixed-budget.

Dear Mr. Warner;

I wanted to let you know that the new thermostat you installed in my home seems to be doing the job of keeping my electric bills down, based on the past three month's bills. The thermostat does a better job of controlling the temperature more precisely, which means that I can set it one or two degrees higher (summer) or lower (winter) and still be comfortable.

USE didn't drop the problem I had, after a checkup of my heating/cooling system showed that everything was operating within specifications. My electric bills were still way out of line, compared with twenty years of monthly history that I collected. Changing the thermostat corrected the problem.

Your company didn't give up until the problem was solved. I really appreciate that dedication to quality service, which I strongly recommend to anyone. Keep up the good work.

Thanks for your help to this retiree-on-a-fixed-budget.

Alan Weinberger

Ed & Gail Seda; Rockville, MD
Subject: Thank You

Dear Mr. Warner;

I would like to commend you and your company for superior service and workmanship. Last week, my central air conditioner stopped producing the much needed cool air. I called early Monday morning to request service for my Trane unit. Eric Brown was here by 11am and he was assessing the problem. After a thorough testing process, he came in to explain my choices.

He was very clear in explaining the problems and did not try to sway me either way in my decision. We decided to purchase a new unit and the installation was set up for Tuesday morning.

By 8:15am, your two servicemen were here and work was underway. If you recall, it was very hot last Monday and Tuesday. My husband and I could not be any more pleased with your company. You provided pleasant, professional service in an extremely timely manner.

We love our new unit and will certainly recommend your company to all our friends. Thank you for a truly wonderful experience. Your prices are very fair, also.

Sincerely;
Ed & Gail Seda

Jim Clark; Vienna, VA
Subject: RE: Quality Check on AC Repair

Tom;

You guys saved my butt last Tuesday by being able to come out that day. Late Monday afternoon when I noticed the house was getting warmer and checked to see if the compressors were operating, I couldn’t believe they had BOTH quit on the hottest day of the year.

The upstairs heated up quickly so we ended up sleeping on the downstairs couches Monday evening where the temp was still tolerable. Might have been a hotel Tuesday night if not for you guys. It probably helped a little that I’m very close to you but I’m still very grateful for the quick response.

Your tech was professional, knowledgeable, efficient, and courteous.

Fortunately, it was just the capacitors in each unit that had to be replaced and he had them on the truck.

In the future, I will always call you guys first if I need anything.

Thanks; Jim Clark

Paraphrasing a recent USE customer's post to her favorite blog.
Subject: Recommendation on HVAC work

Hi Alice;

Please add this to the "Maintenance Man" list. This is a great company for HVAC work: Utility Service Express out of Reston. I believe they were previously Warner, because I originally called them since their name was on the former owner's installation paperwork for the old system. They came out and serviced my aging (15 years) unit twice over the past couple of years, and finally advised that it needed replacing. I contracted for the replacement and had it done last week (unfortunately at the END of the heat wave) for approximately $4500. The work was indeed TIMELY, ON-TIME (that's different!), COURTEOUS, NEAT, EFFICIENT and PROFESSIONAL. They even came back out today and installed a new thermostat because the old one wasn't working right with the new system. I couldn't be more pleased.

Their website is www.usetomwarner.com, Tom Warner's email is tom.warner@usetomwarner.com and they are located at 11014 Sunset Hills Rd., Reston, 20190. Travel and diagnostic fee is $109. My earlier house call total cost was $325.70, which included a total recharge of Freon (no wonder my A/C wasn't working!). The technician (Nelson - great guy!) suggested I call them to come back in the fall to check it out again, since the heat pump uses Freon for heating too (news to me!). When they came back to check my fan which had quit working (circuit board died), it turned out the Freon was still leaking badly, which is actually what precipitated the purchase of a new TRANE unit.

Anyhow, a lot of words to say I would strongly recommend them for any HVAC work.

Thanks! Karin Lynn; Southampton

Service Manager's Note: "Karin wanted to use her existing thermostat (understandable), which we didn't at the time realize wasn't fully compatible with her new TRANE system electronics. There was absolutely no charge for replacing this older technology with a new Honeywell 8000."

Ash Datt; Vienna, VA
Subject: Thank you very much

Hi Luis;

I want to thank you and appreciate you and your crew members for doing such a great job of installing a new Heat Pump System at Tysons Oaks Circle, Vienna, VA. All of you have done a professional job in addition to such a Fair and Reasonable price.

Please extend my Thanks to Mr. Tom Warner also.

You and your company will be Number One on my list for all my future needs.

Thanks again!

Ash Datt

Lynn and Jim Walker; VA
Subject: Utility Service Express, LLC.

Dear Mr. Mitchell;

We would be very pleased to recommend your company to future customers. We are extremely pleased with our new TRANE heat pumps, furnaces, and thermostats. They are everything you said they would be: quiet, efficient and the utility bills would go down! We also were so impressed with your service. You were able to install this equipment within one week of our order.

The crew that installed our units were very professional and neat in their work surroundings. Old units were removed and new ones installed in less than a day with all the trash and old parts whisked away. I was very impressed with the personnel you employ. And, it was a pleasure talking by phone with Luis, your office manager, as we finalized our agreement.

Wishing you a great year! Lynn and Jim Walker

Darnell Dailey; Silver Springs, MD
Subject: TRANE Clean Effects System

Candace;

The USE team, and particularly yourself, have proven to me that your company is the Best in the area. Starting with your quick and courteous attention to all of my queries concerning a brand new product coupled with the timeliness of installation, initiated by yourself and Adam Shapiro. And the smooth and efficient installation by your expert technician who stayed and explained every detail of the "Clean Effects" system.

In short, my family and I, at this delicate time wish you and all of the good people at Utility Service Express Gods' Blessing and much continued success.

You Guys are the Best...
Steve Akridge, Falls Church, VA

Tom Warner and his company - Utility Service Express - has been my heating, air conditioning (HVAC) and plumbing contractor of choice for many years. I've worked with Tom in the commercial office building arena in downtown Washington and have relied on him at my home as well.

His company replaced my old, inefficient HVAC system six years ago and I maintain an annual service contract with them to insure maximum efficiency and provide preventive maintenance.

My home was built in 1954 and not surprisingly has required some major repairs. I was having repeated clogging of my sewer line, resulting in a terrible situation, as you can imagine, in my basement. Tom suggested the utilization of a special television camera "snake" be run through the line and he found the pipe sheared and separated at the foundation line, causing the problem. The next day, Eric, one of Tom's master plumbers, dug out the area against the house, and repaired the problem. How do you spell relief? I spell it USE.

Recently, I started smelling sewer gas in my master bathroom sink so naturally I called Tom - and you can always get Tom on the phone in a few hours - and he said it sounded like a clogged vent line. Well, for us uninformed, all plumbing systems have a vent pipe sticking through the roof to let the system breath. Mine was breathing all right - into my bathroom. Well, Tom sent Eric out with a power flush machine and presto - my bathroom smells emanating from the sink drain are gone. As the old TV ad says - "they flushed my problem right down the drain."

So use USE - it's easy to remember. Call Tom - he'll fix it.
K. S. Sihler; Reston, VA

Subject: Great Service!

You have Super Customer Service! I called yesterday afternoon to inquire about the costs to install a new disposal in my kitchen. The man that answered my call was polite, answered all of my questions thoroughly, was easy to understand, and didn't make me feel rushed while on the phone. I called back shortly thereafter to schedule the service and he was again just as polite and knowledgeable and he was able to get me in the next morning.
So this morning right on schedule your service man, Leroy, arrived to install my new disposal. He was fabulous. Very polite, clean cut, easy to understand; he answered all of my questions; he was speedy and thorough. He didn't smell; he wasn't dirty; he didn't have his shirt untucked. He laid a cloth down to protect my kitchen floor, which I very much appreciated and he cleaned up after he completed the installation! He knew what he was doing and he installed the disposal in a very timely manner.

Because Leroy did such a wonderful job this morning I would definitely use your services again and I would and will recommend you to my neighbors. Please tell Leroy that he does good work and you should give him a bonus because it is not very often that you find service personnel as good as he is.