Hetter Heating & Cooling

I used Hetter many years ago when I owned my home. I currently live in a rental condo. The air quit, the management company sent their handy dandy maintenance guy. Whom found this and that but never fixed it. I could see he was going to keep bleeding this for money....(wants to keep coming back to check this and that. Mean while I have no air...84 in my house). Called Hetter for $99.00 they come and diagnose what is wrong. Tyler didn't disappoint me he found no refrigerent at all period. Unit needs to be replaced, pretty much as I figured. Tyler was very efficient, put on his booties each time he came in. Very friendly and knowledgeable...would HIGHLY recommend him. I am currently looking for a house to buy, Hetter has my business for life once I find it. Hetter is still the down to earth, customer oriented company I knew many years ago. HIGHLY, HIGHLY recommend them...ask for Tyler !! And oh by the way scheduled my appointment on line simple and easy and they sent me an email with a picture of Tyler and his experience who does that anymore ??????

I have used Hetter since moving to Columbus in 2005, so when it was time to replace my HVAC system, I naturally chose them. After nearly 20 years as a customer, I felt confident trusting a company I had relied on for so long. Four years after installation, the system developed a refrigerant leak. The service technician who came out was kind, professional, and got right to work diagnosing and addressing the issue. He explained that if this problem had happened within the three-year service warranty period, they would not have charged me, but since it was now four years after installation, I was “just unlucky.” I understand that warranties have limits, but that response did not quite sit right with me given that this was a relatively new system installed by their company. At the time of purchase, I believed I was investing in a quality Trane system that would provide many years of reliable service. While the technician was still here, I contacted the office to ask whether Hetter would consider any goodwill assistance given the circumstances. I spoke with someone in management who explained that this was their normal procedure. She also told me that the system they sold me was “one of the cheaper ones” and that they are a “for profit business trying to make money.” Those comments changed how I viewed the situation. I understand that businesses need to make money, and I understand their warranty policy. What disappointed me was feeling like a longtime customer was viewed only through the lens of that policy rather than as someone who had supported their company for nearly two decades. I paid for the service and refrigerant recharge, and I will have Hetter back once the leak is located so they can replace the warranted part. However, after that repair is complete, I will not be using Hetter for future HVAC service. The technician who came to my home was excellent, and I appreciate his professionalism. My disappointment is with the company’s response and lack of consideration for a loyal customer dealing with a major issue only four years after a complete HVAC installation. If this is standard practice in the industry, perhaps my expectations need to change, but this experience changed my opinion of a company I had trusted for many years.