Ideal Services Heating & Cooling — Local services in Holly Springs

Ideal Services, Ideal Services is a great name for this company, the services they provided for me was excellent and this is why I had to write the name twice. Let me tell what I mean and start from the beginning. My Water Heater burst in the rear and was leaking water. And this happened on a Friday. You all know how important Water Heaters are for your homes. For a second and getting over the shock$$, I knew I didn't want to call that company with 3 letters. So my spirit, no let me change that, The Holy Spirit led me to Angi's List, never used it before, and up came several companies. But the only company that called me was Ideal Services. Made an appointment for some to come out first thing Monday morning. So that meant no water especially no hot water until Monday(LOL). And in case you guys are wondering I do keep extra cases of water in my home. Saturday came and I get a call from Matt. He told me that he will be in my area later that day, and that he could come by instead of Monday. All I can say is "Look at God". He came over, he was genuinely concerned, so nice and showed compassion my condition, he had me sold. He represented his company well with such professionalism. Monday came and instead of someone coming to assess they came to install. Yassss, and the two(Trent and Dakota) who came to install my brand new water heater was at my door on time. They were nice and very professional and they were well knowledgeable of what they were doing. So far, I am impressed. I was so impressed that I signed up for Ideal to do maintenance on my HVAC unit. When I called to have that set up, I cannot give you the name of the female I had spoken to, she was so wonderful on the phone again, very professional. I called back to confirm a time for the service on my HVAC system and spoken to Brooks and he was just as professional as the rest. Jay-Jay did the maintenance on my HVAC and he was outstanding. This company is by far the best I had seen. People, I am here to tell you that you just cannot find excellent customers service from ALL of the employees from with initial call to all of the field workers. To the CEO of this company, you should be proud of your employees. Your employees are a true asset to your company. Ideal employees, I thank you for your excellent service. I am very pleased with...

Ideal sent a salesperson, Matt, who spent four hours to provide us a quote for a system that was way more than we needed or wanted. He was a very pleasant person but he was overselling us entirely! We never had any complaints about our current (old) system-- it just needed replacement. When it worked, it provided all the heating and cooling we could have hoped for, but it required repairs far beyond what makes sense to put into a nearly ten year old system. He was trying to sell us a system that cost double what we needed in the interest of "energy efficiency".

He also told us we could see if we would be pre-approved for Wells Fargo interest free financing, which we agreed to. But even after we never signed anything and never agreed to continue-- we only agreed to a "soft pull"-- a new credit card showed up in the mail from Wells Fargo to be used only with Ideal. We were misled into thinking it was a pre-approval and now we need to dispute it with the credit agencies so closing a large line of credit that we never agreed to open won't affect our credit. I called the office to inquire about this and never received a return call, even though it has been several business days.

I was also really bewildered that such an expensive system would come with only a one year labor warranty. We got two other quotes, from companies who only tried to sell us what we needed for HALF THE PRICE, and they both included a two year labor warranty.

When we told Matt this, he asked for the opportunity to beat their price. He sent another quote which did beat their price, but didn't include thermostats nor a warranty for two years on the labor. When I called him to say so, he said he would see what he could do. We never heard from him again-- which is just as well, because I wouldn't have given a sale to a guy who wasn't candid with us about our needs from the start, even if he was able to beat the other...

I chose Ideal because my bet was that they were capable of being as responsive and professional as some of the bigger companies (which is sometimes lacking in smaller operations), while at the same time being a small enough company to focus on price point more and provide great personal service. I think bet right. From the office to our sales rep, Andy, they were super responsive. They also gave me the best price for my unit. Lastly, I really need to stress the professionalism and just plain niceness of the lead technician who came to install the unit, Michael. That was, frankly, the most impressive part of the experience. He put us at ease with the whole installation experience. Especially during this time of Covid. Thanks to Michael and his crew and Andy and everyone at Ideal.

Update: I have been using Ideal for yearly maintenance and the techs have been really great. Always professional and considerate, really nice guys. Never any upsell. This is a good company.

Update 2024: All of the above stands but want to put in a word for the technician you came out this last visit. Nick was simply superb in his customer relations, thoroughness, and in the information he provided me. The best technician I have met. Moreover, just a really very nice guy who went out of his way to work around my schedule when it was a little tight. Thank you.

Update 2025: on the hottest day of the year Toby saved my sanity when my upstairs unit's capacitor went. Great guy. Informative and personable and really good explainer and listener. Even on the hottest day of the year. Put my mind at ease the moment he called ahead and asked me to describe what was going on....