October 14, 2002

     Aida T. Sandoval
     18047
     Rowland Heights, CA 91748

Mr. Gene Cyr, President
Magnolia Heating & Cooling, Inc.
6416 Jurupa Ave.
Riverside, Ca  92510

Re:  Commendation

Dear Mr. Cyr:

I am writing to commend you on the outstanding “customer service” my husband and I received from your employees at Magnolia Heating & Cooling, Incorporated.  My first contact with your company was Stan Brag, your sales representative who came to our home to give us our first in home estimate on a Trane unit.  Stan impressed us with his professional demeanor and patience in answering all of our questions.  We submitted our name for an estimate with Magnolia at the Long Beach Home Show.  Stan was one of 8 sales representatives we saw for a variety of products and services in our home during a four day period, and he was “stellar” compared to the other company representatives we met.

I am an informed consumer that does her homework.  Stan would eventually become one of 5 “Trane” estimates that I received as I struggled to purchase the right heating and cooling unit for our home.  I went so far as to search the Trane website and contact them for additional information.  I considered this a major investment in our home and as my research continued I had additional questions.  I narrowed my choices to your company and one other, and faxed a letter requesting additional information.

Your customer service representative, Brenda Smith was extremely helpful in connecting me with Stan.  I called your office over a period of several days and each and every time, Brenda went out of her way to get me in touch with Stan and followed up with me.  Once my letter was received via fax, within one day I received a phone call from Eric Smith.  Over the course of two days I spoke with Eric Smith as well as Jeff Berg, your project manager and found both gentlemen to be knowledgeable.  Both of them were able to explain information I had gleaned from other contractors and answer questions I had regarding the variety of units available.

Eric Smith scheduled an appointment to meet with me in my home and compute a heat load calculation and to inspect my ducts and determine if they needed to be replaced.  He was willing to come to my home “at no obligation” just to insure that I was comfortable with my purchase decision. This impressed me because most contractors would only come out if I promised to purchase with them even though they were local.  Your company was based in Riverside, which is approximately 35 miles east of my home!   Eric’s professionalism and thoroughness in his evaluation as well as his willingness to explain things to me in layman’s terms won me over.  He was even nicer in person than he was on the phone!  As I reflected on all my previous contacts with your company, I was very cognizant of the fact that your company was a high quality company.  I should mention that I started this process in July and it was now, mid-September.  I immediately told Eric I wanted to purchase my unit with Magnolia.  He was pleasantly surprised and although he didn’t bring a sales contract, we reviewed the written estimate Stan had given me and modified it accordingly.

Bobby Neal and David Nelson performed the installation.  My husband and I each took one day off from work to be home during the job, and we both found these gentlemen to be of the highest caliber, a great team, and a pleasure to meet.  As a daughter of a sheet metal worker who eventually worked in air conditioning I grew up valuing skill tradesmen and I consider myself a pretty good judge of workmanship.  I learned from the best, appreciate work that is well done, meticulous to detail, and enjoy seeing men who take pride in the work they do for others. 

Eric Smith came to my home within two workdays after the installation to provide me with my warranty paperwork, a receipt for my payment that I had given to Bobby and David, and to inspect the work that was done.  What was evident to me by my contact with Bobby, David and Eric was the reciprocal appreciation and respect each one had for one another as members of your company.   Eric delighted and took pride in the workmanship of the job these gentlemen had completed for us.  It did my heart good, to see honest, hard working men, who took pride in representing your company.  While many companies may boast they are the best - it is customer service, conscientiousness and dedication that give a company longevity and success. 

I should also share with you that I have worked for over 30 years in the Human Services field, and my husband has been a business manger for over 30 years, so we know good service when we find it.  It is refreshing when we find people who care about people the way we do. 

I look forward to our continued relationship with your company, and will recommend you to any family member or friend who is looking to replace or purchase a heating and cooling unit.  You and your company employees are to be commended for an outstanding job from start to finish!

Respectfully yours,

Aída T. Sandoval
Thomas F. Sandoval

 Cc:      Jeff Berg

Stan Brag

            Bobby Neal

            David Nelson

            Eric Smith

            Brenda Smith   

Your company did every thing that was promised and I have never been so comfortable, Good Job and Thank you for the great service.

       - Steve Hart-

Magnolia Heating and Cooling is a great company to deal with. I have had a few bad experiences with other contractors in the past. So I was a little skeptical when I had Magnolia come out to my home. I first met with Eric, when he came out to my home to give me a free estimate on replacing my heating and cooling system.  I told Eric what I was looking for and he came up with the perfect solution right a way. I had met with a number of other heating and cooling contractors and they had no idea on what I was looking for. Eric was also the most thorough of all the others. I knew after this short interview I was going to go with Magnolia, and I am glad I did. The install went just great.
   
    - Leo Calderaz-

Great job, Great people, I am 100% satisfied with my new A/C and Zoning system.
  
    - Ed Enriquez-

Adam and Steve are great people and did an outstanding job at my house. The cleaned up so well that I didn’t have to dust a thing. The quality of the work was beyond my expatiations, and clean. The Trane equipment that was installed worked beautifully. I will make it a point to tell others about the excellent service I received from Magnolia Heating and Cooling.
    
    - Nick Kaskawal-

Cheryl is a great asset to your company she went above and beyond and handled a challenge I was having with the finance company that I selected to pay for the installation. I tried to contact the company over and over and just talked to machines. Cheryl took the time to write the company a two page letter explaining my concern. A few days later I received a call back from your company letting me know that my challenge had been solved. I called the finance company to verify and again talked to machines, although I did receive a call back from the finance company and they said that the problem was resolved.

Thank you Magnolia, for all of the great service.
   
    - Harold Hanvey -

I Have already recommended 2 other people, the service was great I am 100% satisfied with Magnolia.

    - Harold Katzman -

Colette and I would like to express the exceptionally professionalism Adam and Eddie displayed. Besides being prompted, both gentlemen were courteous, neat and through. Adam relay took time to explain the process for installation, operation and maintenance for heating and cooling system. Every thing went smooth.

We tip our hats to Magnolia Heating and Cooling for their exemplary business ethics and customer service.

    - Joan E. Evans -

Every thing was done so clean and well.

    - Williams -

Every thing went very well and we are very satisfied.

    - Rick & Carla Meador -

Magnolia, made us very comfortable with the service we got.

    - Mike Costanza -

Overall response to our needs was better then we expected. Very quit unit. Cooling efficiency better then we anticipated.

    - Rudy & Ora Manzo -

Installation was excellent, Very professional. I am very happy with the new heating system. Daily savings of 50 cents per day in my gas bill.

    - Lou Vitali -

The quality of customer service that I received made the process easy.

    - David Krebs -

I am very happy with the service and the product.

    - Allan Williams -

They were superb and we are pleased with our new Trane unit.

    - John Richardson -

Overall we are very satisfied.

    - Simon Buchdinder -

Our previous system failed during a cold spell. In addition we had a new baby in the house. Given our circumstance- Magnolia started the installation process the very next day.

    - Bob Tincher -

The job was done efficiently and completely.

    - Bill Mc Donald -

Magnolia was very prompt and answered all of our questions.

    - Steve Kitsigians -

I like how quite it sounds and how efficiently it operates.

- Sergio Ochoa -

Every thing was great starting from the person who sold the unit to the installers.

    - Delores Hamilton -

Magnolia was very professional and gave me confidence that things would be done correctly. I would be pleased to recommend them.

    - Doug Millikin -

The new Trane unit is so quite and it cools the house quickly.

    - Al Flanigan -

The care the employees and management of Magnolia Heating and Cooling displayed towards me- the customer - to make sure I got what I wanted and I am satisfied.

    - Mr. Sinn -

I was most satisfied with the service and the fact that they were not pushy.

    - Drew Wheat -

The job was done quickly with minimum inconvenience.

    - Stephen Nevarez -

The install crew was very polite, clean, and knowledgeable.

    - Gary Chan -

Quick and Painless, I felt comfortable with the purchase due to knowledgeable people- I didn’t get the run-around. The installation was clean- quick and done properly.

    - Drew Weatherholt -

I am most satisfied with the fair price and the efficient system.

    - Daniel Woo -

I was most satisfied with the responsiveness of the service technicians.

    - Bruce Spence -

You guys are the best that is why we hired you. You are always responsive to our phone calls.

    - Harry Evens -

I chose Magnolia Heating because a year ago or so they installed a Trane unit and did a very good job so, I followed up with my heating system

    - Leo & Dorothy Galica -

I love Magnolia Heating and Cooling.

I definitely would recommend Magnolia to others.

- Linda De Baun -

Workmanship from Magnolia was very good. Now my monthly utility bills are down 70% Trane product is very good.

- Nick & Mildred Kaskawal -

My compliments to your install crew. Professional, neat and polite. GREAT JOB!!!  These guys have personality, experience, know how, caring, considering and very professional.

- Gary Gushue -

I am very pleased with Magnolia Heating and Cooling and their personal. The sales rep that came to my house was very professional and friendly. We discussed many options so we could pick the right one.

- Mike & Marcia Townsend -

Magnolia Heating and Cooling is very helpful and extremely courteous. I would continue to do business with them.

- Bryan & Phillis Vogel -

I had Magnolia install my first system 20+ years ago and was very happy. I just had Magnolia install my second system and they are even better than before. Keep up the good work. You guys are top notch.

  - Jeremy Samsky -

And, we’ve been working here locally for over 55 years.