Homeowner on YellowBot
10 years ago
08/12/2013, 10:01 AM
A Bumpy Road But One Headed in the Right Direction
About six or seven years ago, SMI Mechanical did a complete install of an HVAC system in my old house, a house built in 1908; one can imagine the extensive work required. While I thought SMI had done a good and thorough job, recently problems have surfaced which were the result of an initial poor installation and also indicated a lack of quality control through the years. (SMI Mechanical not only installed the HVAC system but was the only company to service it.) While it took some years for the owner of SMI Mechanical to see the HVAC installation for himself, once he did, he was very disgruntled to see how it had been installed all those years ago. He acknowledged it was done poorly and not to his personal standards. He was also upset that no one from his company had noted these issues previously. He admitted to making significant personnel changes through the years to ensure the quality of SMI Mechanical was maintained; and, he stated he now limits his staff to those he can trust to do the right thing (without additional oversight), which includes professionally installing and maintaining HVAC systems. Most significantly, the owner of SMI Mechanical took full responsibility and promised to make the needed repairs, ensuring it was done correctly this time. When I asked how much I would have to pay for the additional work, he replied, "Zero dollars". Certainly, I was happy to hear that as I believed that was absolutely the right thing to say. The owner and I agreed to wait to perform the necessary work until after the hurricane season ends as this will be another big job. (Once the work is completed, I will update this rating accordingly.) Bottom line, what seemed to be a bad news story is showing signs of turning into a good news story. As a consumer/customer, I do believe SMI Mechanical will do the right thing and I am now willing to recommend SMI Mechanical to others. Additionally, I have been extremely impressed by the SMI Mechanical employees who have worked in my home this past month. It is clear they are very knowledgeable on proper HVAC installation/maintenance and are dedicated to customer satisfaction. As a customer/consumer, I will do my part and let you know if my belief in SMI Mechanical should change.
(Edited August 28, 2013)