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Shopping furnaces and air conditioners should be a breeze, but with all the new bells and whistles available for today’s heating and cooling equipment, it can be hard for homeowners to decide what they truly need.
Angie’s List combed through reviews containing the word upsell or upsold, and found it’s a common concern for customers of heating and A/C companies.
Scott Pearson, sales manager of Standard Heating & Air Conditioning in Minneapolis, says most upsells in his industry involve convenience or efficiency, which really come down to the homeowner’s objectives and budget. He admits the majority of his customers pay more than they intended to, but his company doesn’t push products on homeowners.
“We educate them on all options,” he says. “I think the problem in our industry is a lot of companies choose products for consumers, so it feels like an upsell or push. But we come in from a consultant approach, so it’s them making the choice — not us.”
RELATED: Unnecessary Upsell or Needed Upgrade?
Minnetonka, Minnesota, member Stan Siu had no trouble making a decision when Standard performed a furnace tune-up and offered him a $200 maintenance package to cover his next furnace and A/C tune-ups.
“Standard had done work for me before, so I trusted them,” Siu says. “I was going to have that service done anyway, so I figured I might as well.” However, if this were his first experience with the company, Siu says he would have put more thought into it.
Chris Horne, general manager of highly rated Horne Heating and Air Conditioning in Charlotte, North Carolina, says his technicians suggest any service or product that’s beneficial from a health and safety or comfort and efficiency standpoint.
“Our teams are trained to not offer for the sake of offering, but only if there’s truly a benefit,” he says. Most importantly, the company sales team doesn’t mind giving the consumer time to think it over. “There’s tons of research and information online, and we always have leave-behind documents to help explain what we’re offering,” Horne says.
The following are some of the common upgrade opportunities offered in the heating and A/C field, including an average price gathered from Horne and Pearson: