How Cullen Heating Oshawa built a business on customer referrals

Cullen Heating and Air Durham ON

Frank Cullen treats his customers as a priority at Cullen Heating & Air Conditioning, and 80 per cent of his business is built on referrals from satisfied homeowners.

“We’re a company built on referrals,” says Mr. Cullen, who’s been serving clients in Durham Region since 1985, to top customer reviews.

With every job he does, Mr. Cullen leaves behind a questionnaire inviting customers to rate his company, and is proud that he consistently achieves a 10 out of 10 rating. New customers can read through a book of 50 or more recent reviews from other homeowners, and are given a 10-year parts and labour warranty. In noting that no equipment manufacturer ever provides a labour warranty, Mr. Cullen makes sure, when every job is finished, that customers know they will be treated as priority when they call for after-sales service.

It’s a customer-based approach that’s served the company well, along with expert installation crews who understand that the proper installation of heating and air conditioning equipment is critical, far more crucial a factor than the brand of equipment the customer chooses.

From putting down protective mats on the floor, to expert installation and cleanup, the experienced Cullen installers go the extra mile. In cold weather, if a furnace is being installed, the crew will bring in heaters to keep the house warm for the client.

“Our installers are excellent; it’s so important,” says Mr. Cullen. “They know what they’re doing, they’ve got lots of experience. They take pride in their job.”

When a customer needs a new furnace and air conditioner, Mr. Cullen will start by looking at the current equipment and size of the house, and explain the products he carries that the customer can choose from. Mr. Cullen carries several brands but recommends Comfortmaker by United Technologies. It will take approximately four hours to put the new furnace in on installation day, or six to eight hours for a new furnace plus air conditioner. The old equipment is dismantled and taken away.

The new furnace and air conditioner will be tested and running properly by the time the crew leaves, or in the case of winter installation of an air conditioning system, the crew will return in spring to ensure it’s operating flawlessly.

Mr. Cullen offers his customers the peace of mind of knowing the longevity of his business, and that he carries all ESA electrical permits, and all safety and technical qualifications required, including the Technical Standards and Safety Authority (TSSA). He’s proud his customers have voted Cullen Heating & Air Conditioning a winner in the Readers’ Choice Awards for seven consecutive years. The company is a member of the Better Business Bureau and the Workplace Safety and Insurance Board (WSIB).

He also shines in after-sales service, making sure his customers know that when they call for service and identify themselves as a previous customer, they are given priority.

People get by with no heat in the house in cold weather easier than they do without air conditioning in hot weather, he says, and a lack of hot water in the house is the most urgent call of all.

“We’re there to help our customers,” assures Mr. Cullen.

Cullen Heating & Air Conditioning provides a full range of residential services for your home comfort, including custom ductwork, supply and installation of water heaters, and heat pumps. The company is registered with Enbridge Gas and the government to provide its customers with all available rebates. Call for details.

Call Cullen Heating & Air Conditioning at 905-725-9731, or schedule an appointment online.

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