Revival Heating & Cooling

Updated Response: We tried contacting Kate directly to discuss this issue - as we would have hoped she would have done from the beginning if there were any problems.
To be clear, for anyone interested in how we work - if there's ever something we've done during a visit that has caused additional issues we ALWAYS correct the problem at NO COST to the homeowner.

This would have been an easy no cost appointment.
A simple phone call for these potential issues would have solved a lot, and would have saved the homeowner the money spent on fixing this easy repair.

To address the review:
We take these implications very seriously and therefore follow up with all individuals involved. We looked through the technician’s notes from the appointment, spoke with him, and reviewed the recorded information in our system from the moment we were initially contacted to schedule the appointment. Based on all of that it was determined that we would need to touch base the homeowner to discuss the situation.

We didn't know she had blocked us, so we couldn't take her "hint". We simply requested she remove the review as it states false and defamatory implications, which is the first time we have requested any user remove or reconsider a review. We respect and lean into feedback, using it as points for improvement across the company, however this review is negative speculation of criminal intent that we have no choice but to address.

This simple situation does not warrant smearing our technician or the company's reputation.

As context for those not involved in the larger conversation:

Revival properly diagnosed and replaced a pressure switch in the furnace flue exhaust system.
The wiring to Kate's AC system was never touched. We would never "sabotage" systems for hopes people call later for more work.
We contacted her twice to discuss the situation to reach a reasonable & amicable conclusion. We are not harassing or threatening anyone.

Unfortunately when someone uses defamation, is demeaning, or accuses us publicly of potential criminal behavior we would not be living in our own integrity if we didn't attempt to rectify the situation.

The service tech in question is highly trained and qualified. He has worked for us for close to 10 years and would never do what he's being accused of - nor would we ever ask that of anyone. He is a veteran and upstanding citizen - to smear him like this is simply uncalled for.

We would again request consideration of the seriousness of what she is implying with nothing but circumstantial assumptions. Met with the fact that no service was requested or even performed on the AC unit or its wiring, it is unjust to allow such words to stand with no basis in truth, only speculation.

Lastly Kate, we are obviously not suggesting someone broke into your home. We are communicating it is a mechanical system of over 12+ years and wiring can loosen WITHOUT gross misconduct or intention. Part of every maintenance is checking wiring and electrical connections to ensure tight and secure connections. With a vibrating system that runs regularly, there is a chance something disconnected or wasn't as secure as the technician thought. That is a reasonable explanation and more likely the cause. We are suggesting this as a 'most-likely' explanation partly because we were at your house working on the furnace 8 months ago - giving your system plenty of time to work something loose.

All that said, there are multiple possibilities of what could have happened here that does not fit into incompetence or especially being unethical.
The technician still could have done his job properly and ethically, AND a system could still have a problem. These two things are not mutually exclusive.

Hi Megan,

We are glad you called and that we could quickly get your air conditioner repaired so you and your family could be comfortable again. Thank you for the wonderful review!

Thank you,
Revival Heating & Cooling

Hi Nate,

Thank you for providing your feedback. Taking the time to write down your thoughts for the benefit of others and for businesses is important and not everyone does - I first want to thank you for using your time to do so.

We also lean into challenges and view them as opportunities to improve our processes and client experiences & expectations.

Caring for others is the largest part of who Revival is. Whether that is for you and your home, or the health and welfare of our employees - we value people/families feeling cared for.

I would say it sounds like your comments leave quite a few things in a vague state or you seem to be mischaracterizing the exchange. Since we actually prefer to be transparent with everyone that comes into contact with Revival, we wanted to make sure to clear those things up as we keep great records of all conversations with Revival and the services we've provided at each home.

We'd like to specifically touch on the empathy, rescheduling, and the "misquote" you mentioned - as you were initially quoted $310 and the correction was in your favor to the tune of $180, saving you $130.

- Reschedule or "scheduling snafu" -
At Revival if you're rescheduled, by no means does that mean you are bumped to the "back of the line" as you insinuated (which you definitely were not). To be clear, this was not a "scheduling snafu" as you put it. A mistake was not made. Our technician you were scheduled with for the next day had a serious family illness that needed his attention. In the unfortunate event that a reschedule has to happen, our office team tries really hard to adjust things in our schedule to get someone back in as soon as possible. For those curious how we work: We first try to get another tech if possible depending on the work scheduled for the day. If that's not an option the team gets to work on making room on the schedule to add extra appointments to a day if not move some things around to accommodate the inconvenience. Those customers are then put on an 'urgency list' (as was communicated with you, Nate) so that if there are any sooner appointments that become available we try to move you up as soon as possible.

As a side note for the future - you can imagine with the heat we've had early on this year, we have had quite an influx of people calling to have their systems looked at, maintenanced, or serviced as their systems start running for the year. All HVAC companies see these seasonal requests every year. So there has been quite the volume of care needed to provide to the community. We therefore always recommend getting your system maintenance done during slower seasonal times of the year. We understand that isn't always possible, and it's not top of mind for a lot of people - but it does help mitigate scheduling challenges during peak seasons.

- Cost Adjustment or "misquote" -
I sure hope you weren't intending to leave that vague to make it seem worse than it was. For the benefit of others, we would like to be clear about what happened. Typically when people hear about this kind of thing happening in any industry they believe there was some kind of bait and switch, ultimately costing the homeowner MORE money. As I've mentioned, transparency is extremely important to Revival. In that vein, when Kate reached back out to you to reschedule she also caught that because you were a first time maintenance customer of ours you should have been getting a REDUCED rate of $180. Saving you 42% or $130 on the service. You making it sound like this was somehow a problem seems disingenuous in nature.

- Empathy -
We actually have a very compassionate team that works with a lot of homeowners every single day. We understand that people have to make adjustments to their schedule between work and family to have their systems installed and maintained - that is definitely part of the process on the homeowners' side and something we don't take lightly. In this case, Kate actually apologized four (4) different times for the inconvenience (if you look back through the chat log) and was quick to offer solutions for new dates as well as letting you know we'd put you on our urgency list for sooner availability. Understandably, empathy can look different to different people, so I'm not sure what "show a lot of empathy" looks like to you. But on record it certainly sounds like she extended you as much as she could.

Lastly, we understand that working relationships don't always work out in one direction or another.
Sometimes it doesn't make sense to move forward on the homeowner's side, and sometimes we actually choose to step away from a bad fit as well.

By all means, if you find something that works better for you and your family we wish you the best of luck with another service provider.

Thank you.
Revival Heating & Cooling

P.S. Yes, we would agree with you - Sonny is most definitely a 5 star experience :)

Hi Ashley,

We really value when a client takes the time to share how we could better serve the community.


We’ve seen over the course of 15+ years in this field that just leaving behind an estimate hasn’t translated well to showing the design plan & rationale behind the installation. Another reason we don’t leave the plan set design & estimate is because they are a proprietary set of documents that we don’t simply hand out for competitors to potentially use. Our process was refined after years of trial & error, & the way it operates now has been the most straightforward process that protects both the customer & the company from poor end results. We recognize it’s not a one-size fits all solution &/or that we aren’t a good fit for everyone, & that‘s ok.


After discussing this specific situation at length with both Keaton & the field supervisor who spoke to him about the situation that day I can understand why he thought it would be best to take a step back from the situation.


Paraphrasing here, but he said you had told him you had a contractor coming out Thursday of that week that promised you they could beat all other contractors prices. He said you’d asked him to leave the bid so you could have it ready for them when they arrived. You mentioned in your review; after Keaton communicated his concern to your comments, you said you would then not share them with the other company. I hope you can understand that after doing this for years we know that not everyone is truthful when they say “we won’t share your information”. I’m not saying that’s something you would do, but we run across it a lot. & in fact you had just let him know minutes before that was the entire purpose for the needed estimate.


Our team goes to great lengths to work in good faith & partnership with a home owner who’s doing the same. We are all more than willing to go above & beyond in situations we feel we’d be a great fit for. Unfortunately it sounds like this effort may have not been moving forward in good faith which is why we chose to not move forward with providing an estimate.

We wish you the best in your project.
- - - -
As a company we value our clients’ time & our own to make sure that the relationship is & will be a good long term fit. If it isn’t we will tell the customer upfront, which our technician explained to Ashley.

What Ashley was leaving out (as indicated above) is that she told our technician Keaton directly that she just wanted a bid by Thursday as there is a company who has a price match guarantee & she wanted our bid to be able to provide it to the other contractor. Our technician politely told her that we would not participate in that. Ashley then changed her tone & said she wouldn't share our bid after all. At this point Keaton & the field supervisor had decided that we would not be a good fit & to remove ourselves from consideration.

We do not provide a bid to every customer we go to for various reasons, timelines, budgets, scope of work & project size to name a few.

It is entirely normal for customers to get multiple quotes & we have no concern about that at all. It is abnormal for a customer to tell us they are just using us to get quotes to give to other contractors & we reserve the right to not bid on jobs that we don't feel are a good fit for us or the customer.

Insulation contractors do not perform the same sealing & testing work we do as Home Performance Contractors. We take the time to build custom solutions for each home we step into & have proprietary processes & work throughout the entire relationship that we do not wish to pass down the line to the next contractor. Some contractors attempt what we do, but not hold the same standards & quality - & supply little to no long term support. Just because they add a line item to try to match our scope of work, does not mean they will perform the same work.

We have been testing with blower doors & using thermal cameras for over 10 years & we have found two types of contractors. One that works on piece rate work where quality/performance incentivizes getting it done quick & dirty - workers paid very little to perform tedious work in tight spaces that most homeowners will never see. We pay our team hourly with 100% company provided medical benefits & document every part of the work performed from testing before & after to taking pictures of everything that we do.

We get that one company can be considered too expensive, but just maybe it's that another company is too cheap & willing to cut corners in areas they know a customer will never see.

We truly believe that projects are a partnership to deliver a desired result for all involved - a result the customer is really happy with & a result we can 100% stand behind. When people speak to us like order takers we again reserve the right to politely remove ourselves & move forward without the business. We will always put integrity & ethics above profit.

Sincerely,
Damon at Revival