Just about every HVAC contractor has been the recipient of a bad online review. Most of these reviews usually fall into one of two camps: customers who have legitimate gripes and customers who are simply hard to please. Regardless whether a contractor thinks a complaint is valid, it’s important to respond as quickly as possible to mitigate the situation.
As Lauren Edvalson, director of marketing, Bell Bros. Plumbing, Heating, and Air, Sacramento, California, noted: “We’ve had our challenges with negative reviews, but our policy is to always address them within the same business day. It’s not always possible to find the client’s information in our database, but we do our best to resolve the concern through public comments so that others can see we truly care about resolving the concern.”