Russell's HVAC, HVAC maintenance contractor, VA

At Russell's HVAC, we're honest and professional.

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Now comes the most crucial part of this whole process - finding the right company. You may decide that the right company for you is the one that will do it the cheapest. If that's the case, you may want to get on the phone and just start calling for bids.

I would encourage you to shop in a completely different way than you may be used to. As I've stated before, if everything about HVAC equipment were equal, you wouldn't have any problem calling around to find the lowest price. But there are way too many variables to shop that way.

That's because if you start getting bids on your job, it's probably going to be almost impossible to compare apples to apples. One company might recommend doing it one way and another company will probably take a completely different approach. How can you know which one is right?

That's why I feel it's more important to find a company that you're comfortable with, and trust them to do the job right. How can you find that company? I'll tell you, and it won't take up nearly as much time compared to calling and set up estimates, and then wait around to have 5 or 6 different companies out to your home.

The approach I recommend is to survey several different companies by phone. First, pay close attention to the way you're treated when you call. Are the phone reps courteous? Friendly? Helpful?

Remember, you're choosing a company that you'll probably be dealing with for years. You don't want to have to deal with a bunch of disinterested or uncaring people every time you have a problem.

Tell them you're interested in purchasing a new system or HVAC component and that you'd like to speak to a salesman. If there's no one available to talk to, notice how long it takes them to get back to you. Do they seem like they're anxious to help you? If it takes days before they even return your call, scratch them off your list. After all, if that's the way they treat you when you want to buy something, how will they treat you when you need them to do something for free, like warranty service?

Once you've got the salesman on the phone, take control of the situation by asking questions. Our survey in the back of this report will help point you in the right direction. Be sure to ask the questions exactly as they're written. A lot of salespeople will try to tap dance around and never really give you an answer. That's exactly the type of behavior you want to identify up front. If you like the answers they give you, find out how long it will take before they can come give you an estimate and how long it would be before the equipment could be installed. Again, if they can't respond quickly to a sale, how will they respond when it's time for service? Are they setting the appointment at a time that's convenient for them, or convenient for you? If they really appreciate the opportunity you're giving them, they'll bend over backwards to accommodate you. If they act like they're doing you a favor, don't expect much from them down the road.

Up until this point, you still haven't talked about price. What you're trying to find out is which company you'd like to have give you a bid. Remember, you're shopping for a company, not a product or a price.

One thing I strongly suggest is to visit their place of business. Ask if you can come by and look around. What better way is there to see what kind of organization they have? You know anybody can sound great over the phone. What if you get to their office and it looks like a pig pen? If they treat their own place like this, how will they treat yours?

You need to know if they will work well with you for the long haul. Find out how they treat their own people. What kind of benefits do they have? Are they full-time, long-term employees or just part-timers who sit and answer the phone? Is the office modernized, do they use computers? What kind of support do they have for their people in the field? All of these "behind the scenes" factors will impact you directly if you choose them as your company. It's in your best interest to find out as much as you can before you buy.

Now its time to buy. You need to keep your guard up for just a little while longer. Once you open a dialog with a company about an HVAC system, you should pay attention to the order that they wish to discuss subjects and the time spent on each subject. This is when you don't want to lead the conversation. A quality company doing quality work will have plenty of good news to offer to you - you shouldn't have to dig for that.

It is an easy trap to fall into leading the person with various statements like "Will you do this? Do you do that?" In providing information this way to the contractor you allow them to simply answer Ôyes' implying a guarantee of work to be done. Let them tell you what they can and will do for you; and then, get all statements in writing and signed. If it isn't written down - it probably won't happen.

Think about the information that you have been digesting during this on-line seminar. How much of it has been brand? Model? Price? Maybe 20%. The rest of this information centers around everything else. Your buying experience should also be in this proportion. If a salesperson spends 80% of your time on brand, model, and price - what does that say about the quality of their installations, or supplying you with solutions to your comfort issues, or providing you with guarantees of their workmanship?

Remember, if it is not written on the proposal or some other document - it's not there!

If you follow this plan, it will take a lot less time than having several different companies out for estimates. Plus, you'll be able to make a much more educated buying decision without having to sort through a lot of mumbo jumbo that may be hard to understand.

When you shop the "traditional" way, all you have to go by are the salesperson's words, brochures and prices. When you shop this way you can see, touch and get a feel for the company you're choosing - you know what you're getting.

What Our Customers Are Saying

  • I can't complement your team enough on the wonderful job done with regard to the installation of the new system in our home. More specifically, we want to recognize the outstanding efforts of: Roberto-- the initial visit and diagnosis of the problem.

    Dan & Connie, Virginia Beach
  • I recently had your team install a new gas package unit including all new duct work at my house in Chesapeake. I had a split system that had undersized ducting which was removed by your installers.

    Mike & Sandi, Chesapeake, VA
  • We purchased a one time service for $79. They came out on time, checked out the geothermal system...they were very professional and kind.

    Nicholas H., Chesapeake, VA
  • We would like to thank your company for an excellent job. We are very pleased with the new (Mitsubishi ductless mini split) system that was installed last week. It works wonderfully at heating our home.

    Danny and Teresa S., Chesapeake, VA
  • Not one single idea for improvement. Keep doing what you do. OUTSTANDING!

    Charles J., Norfolk, VA
  • Great job!...World class employees!

    Colleen & Jim C., Suffolk, VA
  • Everything went great! This is the second big project we've had done through Russell's and we couldn't be more happy! We had the most dedicated, polite, and respectful crew! The team consisted of Elliot, Chase and Sean. Sean was here for the removal process on day one, and did awesome!

    J. Luhan, VA Beach
  • Hi Nate, please pass along our appreciation for you, Elliot and Steve. We are very happy with you being able to arrange our ( Lennox ) replacement system so quickly!

    T. Johnson, VA Beach
  • Thank you for running a top notch company and sending over to us two excellent folks Terry and Shawn. They did an awesome job putting in our new furnace system. Also thank you for Donald and Nate who did a superb job as well. Please reward these guys with some sort of commendations or rewards....

  • ...folks need to know how wonderful working with Russell's Heating & Air Conditioning is. They were very professional all the way thru the process of getting our unit installed down to the payment plan. I have been telling our neighbors and my co-workers about the experience.

    Pamela F., Chesapeake, VA
  • Every moment from the time an appointment was set up until the day the work was completed was a pleasure. Every employee was a delight to work with. The proof that the product was great came when the electric bills started coming in the airconditioning season.

    Douglas P., VA Beach
  • I am extremely satisfied with both the Lennox unit I purchased and the employees of Russell's. Even with poor window and door quality in this overly tired house, I am actually cooled off sufficiently enough to call it chilly.

    Robin W., Chesapeake, VA
  • Over the years I have gained the utmost trust in my service technician Corey Lesko's knowledge and work ethic while servicing my system.

  • I am writing this letter to commend your company on a great job! We were very pleased with how the company performed in every area...the installers did an impeccable job. They were very knowledgeable, efficient, and hard workers—staying focused to the task in the extreme heat.

    Pastor Larry E. O'Brien, Churchland Assembly of God
  • A year ago, I contracted with Russell's to tune up and clean the heating and cooling system. How impressively your specialist cleaned my system...he also found a defective automatic (programmable) thermostat. Quite quickly, he replaced my automatic thermostat. The results?

    R. Snider, Norfolk, VA
  • You recently installed a new Trane unit for us. We want you to know we are completely satisfied. The outside unit is now a hum versus the roar of the old one...we also want to recognize the installer...we cannot overstate what we think of his workmanship.

    K. Hawkins, Portsmouth, VA
  • Great and prompt service – as usual. Everything from ordering the a/c unit to installation went smoothly. Thanks for everything.

    B. Fenstermaker, VA Beach
  • Everyone was very nice. I felt well informed about my purchase. Your staff is great! I don't usually return opinion forms, but you need to know you have a staff you can be proud of!

    V. Horn, Chesapeake, VA
  • You have a new customer for life and I will definitely tell all my friends about your prompt, courteous service, your knowledgeable technicians, and your very reasonable prices. Thank you very much Russell's. You warmed much more than just my heart!

    G. Knoop, Chesapeake, VA
  • Your company was very responsive to my needs. The quality of your work was extremely high.

    Ms. Bright, Chesapeake, VA
  • Your workers actually made this total replacement project an enjoyable learning experience...they were always willing to stop and answer any questions. Their pleasant and cooperative attitudes cannot be praised enough!

    J. Wellons, Portsmouth, VA
  • Very pleased with both the price and service. The installation went off without a hitch and everything exceeded our expectations. When finished, the work areas, including the attic, were so clean you couldn't tell anything had been done.

    T. Marsh, VA Beach
  • Great expertise and timely service.

    H. Turbeville, Chesapeake, VA

Maintenance Plans

Russell's HVAC, HVAC service technician, VA
Regular maintenance for your home’s heating and cooling is an important routine to keep your systems operating at peak efficiency, much like getting your car’s oil changed regularly. One of the easiest ways to ensure regular maintenance is to enroll in a Russell’s Heating & Cooling maintenance plan.

Specials

Just like your annual physical at the doctor’s office keeps you healthy, an annual tune-up or safety and efficiency check on your heating and cooling systems can keep your home working smoothly.