When the air conditioner quits in the hottest week of the year, the company that arrives usually gets the job, and Russell’s American Mechanical arrived. Courtney C., a Hampton Roads homeowner whose 25-year-old unit stopped during a string of days over 90 degrees, learned that the hard way before she learned it the easy way. Her account is about a heat wave, a replacement, and one small thing that happened before the technician reached her door.
Several calls, several waits
Courtney contacted several heating and cooling companies that advertised same-day service, and each time she learned that a technician would in fact take several days to arrive. In a heat wave with no cooling, several days is hardly an answer.
A call to Russell’s, and the text that followed
Still skeptical, Courtney tried Russell’s American Mechanical, which has served Hampton Roads since 1977. She described the customer service representative as friendly and professional, and a visit was set for that afternoon. Before the appointment, she received a text with the technician’s photograph and a short introduction, including how long he had worked at Russell’s and a little about his background.
This was smart, unexpected, and so confidence-inspiring. After all, this is a stranger coming into your home.
Courtney C., Hampton Roads homeowner
A diagnosis, and a day of borrowed cooling
Technician Rocco arrived ahead of schedule, found the problem quickly, and took the time to answer every question Courtney had. She decided to replace both the 25-year-old air conditioner and the furnace, and Russell’s offered financing toward the cost. Rocco also got the old unit running again, which meant she waited one day for the new system rather than several in a hot house.
The installation
Technicians Markece and Michael arrived on time the next day, worked efficiently, and finished sooner than Courtney expected. Before leaving, they walked her through the new system until she was comfortable using it.
I’m so glad I contacted RAM. Every interaction I’ve had with this company has exceeded my expectations.
Courtney C., Hampton Roads homeowner
Why the text mattered more than it sounds
The detail Courtney singled out was not the repair or the installation. It was a text message, and her explanation of why is worth taking seriously. A service call means a stranger in the house, often at a stressful moment, and knowing who is coming, what they look like, and how long they have done the work changes the visit before it begins. It is also a signal about the company behind the technician, because an operation that sends that text is one that has thought about the homeowner’s side of the door. Russell’s technicians are trained continuously throughout their employment, beginning with a six-week accelerated program for new hires, and the introduction Courtney received is part of how that shows. It is a small cost for a company and a large one to skip, since the homeowner who does not know who is coming is the homeowner who hesitates to call at all.
A heat wave and a 25-year-old unit
Courtney’s situation is the one every Hampton Roads heating and cooling company sees in the first hot week: a system that lasted far past its range fails on the day every schedule in the region fills. An air conditioner at 25 years has outlived its expected 12 to 15 by a decade, and the decision she made, replacing the furnace alongside it rather than pairing a new outdoor unit with an old indoor one, is the one a technician should lay out plainly, with the financing that makes it possible in a week nobody planned for. Our post on what may be going on when the AC quits covers the checks that come before the call.
If your system quits in the heat
Russell’s American Mechanical has served Hampton Roads since 1977. If your air conditioner has stopped in a heat wave, call, since same-day appointments are available by phone when the day allows, and you will know who is coming before they arrive. The technician will lay out the repair and replacement options at everyday pricing with financing available, and members of the Premium Home Care Agreement receive priority scheduling when the season fills the calendar.