We believe that the most important contributing factor to the success of any commercial venture can be summed up in this following statement:

“There is only one boss, the customer and he can fire everybody in the company,  from the chairman on down, simply by spending his money somewhere else.”

Sam Walton

The HVAC industry is a very competitive industry, competitive at every level, from manufacturing the products and parts through the actual consumption of those products by homes and businesses.  While price, quality, and reliability, are all vital and important considerations of this business, the part ESD and its employees play resides mainly in the beneficial relationships we can provide to our customers.

Our job is not to just supply materials, equipment and parts, though we must do that the very best that is possible, but our job is to give support to our customer at every level, to make his job easier and where possible, more time efficient.

Therefore, we make the following pledge to our customers:

1) IN-STOCK GUARANTEE
All standard efficiency residential units are guaranteed to be in-stock. Residential units are categorized as 5-tons or smaller, single-phase, Coleman equipment. Substitutions of equal or better product are allowed by paying only 50% of the price difference of the matching equipment. If unit is asked for the same-day and is not available, an answer of when the stock will be available will be given. If this answer is greater than 2 days in the future and the customer wants to wait for its arrival, a 10% discount will be applied to that product (applies only to individual pieces of equipment, not the entire order).

ESD knows how frustrating hassles and delays are waiting for equipment. We want you and your customer to be happy. If we don’t have the product locally we will get it for you full freight allowed. You get the product at a discount and we pay the freight.

2) FAST DELIVERY

Any equipment (motor bearing) ordered by 9:30 A.M. will be delivered within a 25-mile radius same-day, or next day (depending upon scheduling) free of charge. All equipment (motor bearing) ordered by 3:30 p.m. for out of town shipments will be loaded the same day.   

ESD understands that tight work schedules can be met. Get those jobs that no one else can do because it needs to be done immediately. Get your crews out early the next morning instead of keeping them waiting for morning deliveries. Better productivity, better customer service, better profitability for you.

3) D.O.A. UNITS

Even with today’s stringent quality standards, a very small percentage of units will inevitably malfunction through factory or installation error. Any residential product that is “dead on arrival” will be immediately replaced.  ESD will repair the unit for your use the next time you need a unit of that description. Or, you can replace the malfunctioning components and Coleman will pay the labor.

ESD understands how important it is to eliminate upset customers, embarrassing start-up situations, and to get rid of lemons before they cause continual service problems down the road.

4) NO QUESTIONS ASKED NEW AND UNUSED RETURN POLICY

Unlike other distribution, any residential purchase made from ESD will be accepted for return if it is still in new and unused condition, no questions asked.

ESD wants to help eliminate back-room obsolete inventories. If you order it and don’t need it, just return it, “no questions asked.” No hassle, just credit.

5) NEXT-DAY PARTS

Any residential system bought from ESD from the present date will be covered under this plan. Any part needed for a unit less than one year old will be shipped next-day air at no extra cost, directly to you if it is not in stock.

ESD understands that many of today’s HVAC companies rely heavily on the service portion of their business. Better parts availability means better service and minimizes customer downtime. Happier customers lead to more customers which lead to a more successful business.

6) DAILY WARRANTY PROCESSING

Warranties will be processed within three-days of submittal via our new on-line warranty claim service.

ESD understands how important it is to not hold up your credit for sixty days while both distributor and manufacturer process it in some ancient credit system. They are playing with your money. The sooner it gets back into your pocket the better. Your credit will show in your account the next day and on your next statement.

7) PHONE POLICY

Count on us to provide a knowledgeable individual at the end of the phone when you call us for service. No voice mail or computer answering service menu to pick from. We will have someone answer our calls and chances are that someone can help you no matter what the need. We are also so dedicated to this personal phone service that we guarantee to answer the phone within 3 rings or we will pay you the customer $10 for the inconvenience.  (During normal business hours 7:30 a.m. – 4:30 p.m. M – F)

ESD wants you to have no frustrations. You will not be frustrated because the phone rings forever; you will not be frustrated because you are put on hold forever; and you will not be frustrated by not receiving an answer to your problem.

8) QUALITY PERSONNEL

ESD strives to hire, train, and retain the best staff in the industry. We want to have the friendliest most helpful staff to assist our customers.

ESD will make every effort to insure you will have a better day! No surly attitudes to confront you.  A no cost benefit of doing business with us will be a smile to greet you and an effort by us to make your visit a pleasant experience, so, you can get on with your business without delay, and feel better than you did before you called.

9) PERSONALIZED TRAINING

We have a list of already designed programs and can customize others to fit your personal needs.

ESD will come to you or you can come to us. Either way we will personalize / customize training to meet your specific needs. A well trained technician reduces call backs; provides better service; and as a result contributes more profit.