Gracie Appliance, Heating & Air Conditioning, Inc.

  To ensure we achieve customer satisfaction with every customer contact, we have set up an "action protocol".  Below you will find current and future CSPP procedures that we follow to achieve our number one goal "customer satisfaction".

  We consider our employees to be the best in the business.  It is through our employees that enable us to meet our desire to serve the Lord One Customer at a Time, thus making us the best in the business.   

Technician Conduct Code

• All of our technicians are trained in CSPP procedures.

• All of our technicians wear clean, neat, company issued uniforms which contain our company logo.

• All of our technicians have company identification badges.

• All of our technicians maintain a clean neat personal appearance. 

• All of our technicians use foot booties (when conditions apply) for walking through customers homes.*

• All of our technicians conduct themselves, at all times on the job, as courteous professionals.

• All of our technicians attend & pass all, sponsored, mandatory or otherwise, training events.

Office & Sales Personnel Conduct Code

• All O&S personnel are trained in CSPP procedures.

• All O&S personnel wear clean, neat, job appropriate clothes.

• All Sales personnel keep visible, at all times, their company identification badge.

• All O&S personnel conduct themselves, as courteous professionals.

CSPP Action Protocol

    Offering conveniences in service participation & protection:

• We send out annual quality service/suggestion questionnaires to customers in select areas.  We offer specials to encourage response, along with the ability to complete the questionnaires on-line.  We can't add or change company features unless we hear from you. 

• We warranty every part we install plus the associated labor to install those parts, for one year. Our service charge is warranted for one month.

• We have developed an extremely affordable, comprehensive maintenance program called the "TrueCare Advantage".

• We have developed this web site, primarily for you, our customers.  We have tried to make it easy to set up a service call, communicate with us, complete questionnaires, and in the future, order parts, & track your account and call/order status, right on-line.

• We as a dual industry company, have special concerns in relation to equipment technologies and training. We are currently working on a new comprehensive training agenda. This is to ensure that our technicians are trained to service the latest technologies in newer equipment, whether it's in the appliance or heating & air conditioning industries. 

    Complaint Management:

• All problems and complaints will be handled directly by either the owner or the service manager, and handled immediately or on the next business day. There are very few problems that we can't work out, but for those we can not, you will simply receive your money back, it's that simple. We value your respect and confidence, more than your money!

*We will wear foot booties at the customers request. We cannot however wear booties while servicing the equipment!