Case Studies

R.S. Andrews Services Inc.

Improving the indoor environment with exceptional customer care

R.S. Andrews Services Inc. (R.S. Andrews) understands people are busy enough juggling daily to-do lists to worry about heating, cooling or plumbing problems, which is why, for nearly 46 years the Atlanta-based company has been delivering stress-free HVAC.

“We’ve been in business since 1968 and originally started as a plumbing company,” shares Dari Payrow, now president of R.S. Andrews. “My father-in-law purchased R.S. Andrews 14 years ago and over time, we’ve added complete HVAC and duct cleaning to the lineup.”

Grounded in family ownership, R.S. Andrews offers the type of customer service that makes clients feel like they’re part of the family “My brother-in-law, Ben Kendrick, who’s a master plumber, has been with the company for 12 years,” reveals Payrow. “Our quality of service and expertise of our techs is what really sets us apart from other HVAC companies in this area. We have the longevity that our competitors do not, with employees and customers that have been with us for 20 to 30 years or more.”

An extended family

Today, the company operates from a single location in Atlanta, serving the greater metro area and 13 surrounding counties. R.S. Andrews employs 60 individuals, including some of the best service technicians in the business.

“We use strict hiring practices when it comes to our employees, knowing that the trust our clients place in our company and our team is not to be taken for granted,” ensures Payrow. “That is why each of our technicians is not only North American Technician Excellence [NATE] certified, but also undergoes rigorous pre-employment screening and ongoing training.”

R.S. Andrews believes its team of honest, hardworking people is the best in the business, from a capability and professional standpoint. “We treat every client the way they would expect themselves and their family members to be treated in their own home,” explains Payrow.

This level of customer attention goes a long way for R.S. Andrews, considering the company does almost 90 percent residential work and is frequently entering homes of all shapes and sizes. “We’re in the commercial market, as well, but on a much smaller scale,” notes Payrow. “For the most part we are serving the residential sector.”

“We offer HVAC, plumbing, duct cleaning and air quality services,” adds Payrow. “We treat you and your home with respect. We’re on time and stay in touch if for some reason we’re running behind. We actually offer online scheduling through the website, as well for added convenience.”

Payrow goes on to note that the company goes above and beyond expectations. “We listen to our clients concerns and our technicians will diagnose an individual situation, explain the proposed solution and disclose all of the costs before beginning work,” explains Payrow. “It’s our job to protect you and your home.”

Addressing IAQ and improving indoor safety

R.S. Andrews’ mission is to improve indoor environments, making the home function safely and efficiently. “Indoor air quality, more commonly known in the industry as IAQ, is a growing problem in the U.S. for our homes, businesses and schools,” reveals Payrow.

Considering America’s near sedentary lifestyle, most people spend 90 percent of their time indoors and indoor pollution is consistently ranked by the Environmental Protection Agency (EPA) as one of the top five environmental health risks to the public. In fact, the EPA estimates that nearly one-half of all illnesses are related to indoor air pollution. According to the EPA, studies on human exposure to air pollutants indicate that indoor levels of pollutants may be five-times and up to 100-times higher than outdoor levels.

“HVAC and duct systems are the lungs of the home, or any environment for that matter,” explains Payrow. “If you don’t clean it and provide the proper filtration, bad air recirculates viruses, bacteria, mold and other harmful pollutants. In addition, if there’s a crawl space with an older duct system that has cracks or leaks, it can allow for bacterial and fungal growth to get sucked into the duct system. Filtration and UV lights that kill most of what you can’t see are essential.”

Indoor air pollution is a huge portion of R.S. Andrews’ scope of work. “The IAQ issue needs to be addressed and given more awareness to help people with allergies, asthma and especially young children and the development of their lungs,” notes Payrow.

The company has expanded its services to support IAQ operations. “R.S. Andrews is National Air Duct Cleaners Association [NADCA] certified,” shares Payrow. “Duct cleaning is a new service we rolled out a few years ago. We have top of the line equipment that can pull 4,000 cubic feet per minute through duct systems and uses a HEPA filtration system to clean the air at 99.97 percent before recirculation back into the home.”

R.S. Andrews’ crews assess each situation by performing a thorough inspection of ventilation and intake systems, checking for possible sources of air pollution inside the home. “We perform tests on all system components, examining air flow dynamics and duct work,” explains Payrow. “Once we’ve assessed the situation and can determine a solution, we divulge all of the information and estimates before any work presumes. We present all options to the customer so they can make informed decisions.”

But no matter the environment, R.S. Andrews remains focused on the customer. “Everything we do, we do with the best equipment to provide quality service for all of our customers,” ensures Payrow. Barnett and Lennox are several of the firm’s key partners and R.S. Andrews is a premier dealer for these trusted brands.

After nearly a half century in business, R.S. Andrews has been able to lean on repeat customers that have been coming back for 20 to 30 years. “Our customers and our employees have really helped us get through tough times,” adds Payrow. Since 1968, R.S. Andrews Services Inc. has been building a network of longstanding, satisfied clients through personal attention and caring for customers’ safety.

Published on: July 22, 2014

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