Replies for the Google reviews a heating and cooling company gets, written so they never repeat the street, a gate or alarm code, a price, an invoice line, a model or serial number, or a refrigerant name. A no-cool call, a no-heat call, a furnace or condenser install, and a maintenance visit are the jobs these examples cover. Plumbers, electricians, and remodelers are a different page. A roof leak is the roofing page, not this one. These examples are not mechanical, heating, or legal advice. Swap in your details and sign with a real name.
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Thank them and pass the compliment to the crew. Leave out the street, the dollar amount, the model, and the refrigerant name.
Example review
“Nora Pell was kind and explained the visit before any work started.”
Reply
Thank you for the kind words about the tech. We are glad the visit was explained before work started, and we will pass that along to the team. [Your name], [Role] [phone]
Example review
“Cooling was back the same day and the house was comfortable again.”
Reply
Thank you for saying cooling was back the same day. We are glad the house was comfortable again. [Your name], [Role] [phone]
Example review
“The furnace install looked neat and the crew cleaned up before they left.”
Reply
Thank you for the kind note about the furnace install. A neat install and a clean close are what we ask of the crew. [Your name], [Role] [phone]
Example review
“The maintenance visit was on time and the tech walked through what was checked.”
Reply
Thank you for mentioning the maintenance visit. We are glad it was on time and that the tech walked through what was checked. [Your name], [Role] [phone]
Example review
“They arrived in the window they gave and said what the visit would include.”
Reply
Thank you for saying the crew arrived in the window they gave. We want the visit explained before work begins. [Your name], [Role] [phone]
Example review
“(stars only, no comment)”
Reply
Thank you for the rating. We appreciate you taking the time to leave one. [Your name], [Role] [phone]
Thank them for the good part, own the mess or the long visit in general terms, and give a name and a number. Do not agree to a figure.
Example review
“The attic was left messy, but cooling was back before they left.”
Reply
Thank you for the feedback. We are sorry the attic was left messy, and we are glad cooling was back. Please call [Name] at [phone] if you want us to come back and tidy it. [Your name], [Role] [phone]
Example review
“The visit ran long, but the crew stayed polite and finished the work.”
Reply
Thank you for saying this. We are sorry the visit ran long, and we are glad the crew stayed polite and finished. Please call [Name] at [phone] if you want to talk about the day. [Your name], [Role] [phone]
Example review
“Someone answered my question, but the unit is still noisy.”
Reply
Thank you for the review. We are glad someone answered your question, and we are sorry the unit is still noisy. Please call [Name] at [phone] so we can listen to it with you. [Your name], [Role] [phone]
Apologize for the experience they describe, and give a direct way to reach a named person. Do not argue the facts, and do not repeat a street, a dollar amount, a serial, or a refrigerant name.
Example review
“There was no heat after the repair and the house was cold the next morning.”
Reply
We are sorry there was no heat after the repair. Please call [Name] at [phone] so we can look at it with you. [Your name], [Role] [phone]
Example review
“Nora Pell said the quote grew after the visit at 214 Birch Court. The diagnostic fee was $95 and the new total was $1480.”
Reply
Thank you for raising this. A price should match what was explained before the work, and we would like to look into what you were told. Please call [Name] at [phone]. We will not discuss a dollar figure in a public reply. [Your name], [Role] [phone]
Example review
“We called after hours with no heat at 214 Birch Court and the gate code is 4412.”
Reply
We are sorry there was no heat. Please call [Name] at [phone] so we can look at it with you. We will not repeat a street or a gate code here. [Your name], [Role] [phone]
Example review
“(a low rating, no comment)”
Reply
We are sorry to see this rating. Please call me at [phone] and tell me what happened so we can look into it. [Your name], [Role] [phone]
These are the reviews where a careful reply most often says too much. Stay on the job. Do not correct a bill, a street, a serial, or a refrigerant name in public.
Example review
“They named the refrigerant as Azura-410 and said a second jug was Frostene.”
Reply
Thank you for writing. We cannot discuss a refrigerant name in a public reply. Please call [Name] at [phone] and we will take it from there. [Your name], [Role] [phone]
Example review
“The invoice listed a condenser and serial 77341.”
Reply
Thank you for the review. Please call [Name] at [phone] so we can look into the visit with you. We will not repeat an invoice line or a serial number here. [Your name], [Role] [phone]
A heating and cooling review is public the moment it is posted, and so is the reply under it. The next person deciding whether to call will read both. The reply can show that someone on the crew read the review. It cannot repeat the street, a gate or alarm code, a price, an invoice line, a model or serial number, or a refrigerant name. Reviews may include those. Replies do not repeat them. Do not promise a warranty term.
A reviewer may choose to post those details. The company does not have to adopt them. Repeating a street, a dollar amount, a code, a serial, or a refrigerant name turns a complaint into a public record. If something in the review is wrong, the correction belongs on a phone call, not in a paragraph the next reader can quote. Say that you would like to help, give a name and a phone number, and stop.
The examples on this page are invented. They are not quotes from a real company, a real customer, or a real address, and they are not ratings of MagicReply. This page is not mechanical, heating, or legal advice.
A kind review can pass a compliment to the crew. Same-day cooling, a furnace install that looked neat, or a maintenance visit that started on time is about how the job was run. Leave out the street, the dollar amount, the model, and the refrigerant name. Do not repeat the person the review named.
No heat after the repair, an attic left messy, or a quote that grew is about the job they describe. You can own the heat and the mess without filling in a cause, a model, or a serial. A price that was higher than the diagnostic fee is a private conversation. Do not repeat the amount, the street, or the name, and do not promise a warranty term. A star rating with no text is a different job. A high rating and no comment gets a short thank-you. A low rating and no comment gets a short apology and a direct number. Neither reply should invent a no-heat call, a bill, or a refrigerant. You do not know which one it was.
Templates are a starting point, and every review is slightly different. MagicReply drafts a reply in the heating and cooling voice so someone can edit it and approve it before it posts. The draft thanks the reviewer without repeating the street, a gate or alarm code, a price, an invoice line, a model or serial number, or a refrigerant name.
A reply does not change the arithmetic of the average. The Google review calculator shows how many new 5-star reviews it takes to move an average, and it runs in the browser with no account. For the rest of the writing guides, start at review reply guides. For complaints in general, read how to respond to negative reviews. Plumbers, electricians, and remodelers are a different page. Contractor replies have their own page. A roof leak is the roofing page, not this one. Roofing replies have their own page. For other kinds of business, see the review response templates, or paste a review into the free reply generator.
Connect your Google Business Profile, and MagicReply drafts a reply for each review that you can edit and approve before it posts.