We are in the process of getting quotes for replacing our really really antiquated HVAC system. When the sight of your unit inspires a "Whoa" from everyone giving you a quote, that must indicate a level of age. The way we figure it, the system is 22 years old. When we bought the house 3 years ago, during the home inspection we were told it was old. We did get the 1-year home warranty with the home sale and we were hoping the HVAC would up a die within a year and then be replaced for free. It is so old that repairs to major components would not be possible. That would have been great, but alas, that did not happen.
So fast forward to the future with two kids and many other home improvements under our belt, we have called four people to get quotes. We decided on 3 big companies and 1 smaller independent contractor. All of them have been to the house and have provided their quotes and first impressions. This isn't so much about what their prices came back at, but more about the perception and sales pitch each of them provided. It's really astounding how different their approaches were.
Contractor 1 - I got a call to confirm the appointment the day before. The guy called about 30 minutes prior to arrival. Once here, he put on boot covers and introduced himself in a professional manner. He was dressed in business casual with a button down monogrammed shirt. Question from him was, "Is your unit broken now?" since all of our windows and doors were open. "Nope, just nice out." Inspected the unit with the appropriate "whoa" reaction. Took measurements and pictures. Pulled out his phone for a nifty app to calculate what we needed for a HVAC size. Comes to the conclusion that we have the wrong size and need to get a bigger unit. Interesting. Talks about his company and keeps saying, "What else can I tell you?" As if to go through a memorized fact list in his head. Provides some quotes, but nothing in writing on what we are getting, just a bottom line price. I got a follow up call and emails from him.
Contractor 2 (Independent) - I received a call the day he was going to come by. I was on another call, so I didn't catch the first call. The second call came through and he wanted to come by during the only 30 minutes I was going to be out of the house. He said he would call when he was going to pop over. About 15 minutes after I got back from my appointment, I heard my doorbell go off, but no call. Ok.... He is dressed pretty casually, t-shirt, kahki shorts, and work shoes. Comes in and introduces himself, goes to look at the unit. "Whoa" Then realizes he doesn't have a measuring tape, asks to borrow one that's in sight. Takes some measurements, sketches some things and is kind of all over the place with what kind of unit they have, what they would recommend, etc. Takes a look at some electrical issue we would also like quoted. Says, I'll get back to you with a quote by the weekend. Ok thanks! I got an email with the quote which asked me to respond that I got it. I did and received, "Thank u for replying" as a response.
Contractor 3 - Calls the night before to confirm appointment. Calls about 30 minutes out to confirm arrival. I was a bit skeptical of this one because they wanted 2 hours of my time. From what I had seen with the first two contractors, neither spent more than 40 minutes in my house. Couldn't imagine what 2 hours was going to get this guy. He showed up in business casual with a briefcase and boot covers. Went downstairs, "whoa", took pictures and measurements. He starts to explain all the things his company will do and what's important about the systems and why you don't see units that sit on the floor anymore. He takes pictures of the outside unit and then we go upstairs. He asks a lot of questions and what's important to me and what I want in my HVAC system. I told him I basically wanted something new and anything would be an improvement over my existing system in all ways. He explained how the two parts of the system work, what variable speed air handlers do, differences in SEER, EER, and HSPF, and did all of this with a genuine desire to make sure I was comfortable with what I being told. He also explained which units would be eligible for rebates with the power company and which wouldn't and why. I now understand why this should take two hours. Comes up with quotes, and prints a contract from his car. Very impressive. I also got 2 follow up phone calls from the salesman and who I would presume is his boss.
Contract 4 - To be fair, this one came hot on the heals to Contractor 3 so I had a bit more in mind for my expectations than what I got. He called 20 minutes prior to coming. Upon arrival I notice this is the first person not traveling in a company vehicle. He is wearing jeans and a polo. Introduces himself and then says, "Well, let's take a look at the unit and I can give you some quotes and get out of your hair." Ok... Takes some measurements, pictures, and looks at the electrical box twice. Comes upstairs, sits down with me, plops open a book and says we should replace what I have with the same stuff and *flips pages*, "I can do that for you for x dollars." I ask about a wi-fi programmable thermostat which all the other contractors had no issue with. "Ummm, yeah, I think we could do that. The guys are used to installing X brand, but we could probably do that for you." I asked about air filters, he kind of ruffled through his book and handed me a one page brochure from his stack of stuff and says, "You can have that" which really told me nothing. He quoted a few more options from his book and then said, "Not sure what else I can tell you..." Really? Nothing to sell yourself or your company? Your warranty, how long you have been in business, what makes you special and worthy of my business for a major home improvement purchase? And you have nothing? Ok, see ya later! I think he had a happy hour to get to as it was Friday afternoon. Follow up email, nothing else.
Needless to say, Contractor 2 and 4 were immediately crossed off the list. Contractor 2 aside from being a bit all over the place also had the highest price. I am not fond of statements such as "Will do what is required to install the system." written in a contract. It's totally ambiguous and can be interpreted too many ways. These guys also were not able to offer duct cleanings, so that would have been another contractor to hunt down and then pay more $$ on top of their already high prices. They also skirted from warranty questions and didn't really want to push that. Glad you want to stand behind your work.
Contractor 1 had a good priced system, but Contractor 3 really won out. They were including a free humidifier in the system and their install process seemed more thorough and "proper" if you will. Also, they had a cooler wi-fi thermostat and offered to clean the dryer vent as well as the ducts. It's small perks, but I really feel like we are getting a good system with them and a good install process. They also recycle our old unit in its entirety. They have two guys they pay minimum wage to disassemble units for recycling and resale (copper components). The warranties with each company is a bit weird. Both of these want a kind of service contract agreement renewable by year. The first year with both are free, but the routine maintenance/warranty beyond that time is a bit different. Hard to say which will be a better value over time.
Ultimately, the lesson learned is you really really REALLY need to get multiple quotes from people. I was initially not too thrilled with Contractor 3 when they told me they wanted two hours of my time when I set up the appointment. I was tempted to cancel, but I am glad I didn't. You just never know what is going to make the deal. And if you are in sales, take notes. First impressions matter and being respectful of peoples homes is a selling point and one I think more contractors could benefit from. Know your business and how to sell yourself/your company. Price is only one factor of the deal. I am willing to pay another $100-300 to have someone who wore boot covers and who has background checked their employees.
Now to see those electric bills go down!!