Westland Heating & Air Conditioning fosters a family-oriented atmosphere, focusing on performance and customer care. Jeff Mitchell, Vice President and Service Manager, and Zack Mitchell, President, selected the Variable Refrigerant Flow (VRF) system for their Westlake, Ohio offices. Westland is a leader in VRF technology, with few contractors offering this efficient system.
Service professional Sean Rusnak handles diagnostics for VRF systems. All Westland technicians are trained on start-up procedures and the precise calculations required for these advanced systems. The Mitchell family’s dedication to innovation and exceptional customer service has shaped Westland into a family-focused business.
Jeff and Debra Mitchell founded the company in 1984 after Jeff gained experience working with various HVAC and refrigeration contractors. “We found this industry fascinating, but not all companies performed well,” Jeff says. “When we started, we were determined to make it phenomenal. Zack joined us with the same passion for high performance and customer care.” Debra managed administrative duties and customer service, while Jeff served customers in the field.
Steady Leadership
In 2009, Zack became President, with Jeff taking on the role of Vice President and service manager. Debra is now retired and enjoys time with her grandchildren. Westland blends old-fashioned customer service with cutting-edge technology. “We evaluate new systems and processes based on performance and economics,” Jeff says. “The learning curve is a challenge, but it’s worth it for the customer. We stand behind our work, collaborating with manufacturers and clients to ensure satisfaction.”
Zack began working for the company at 14, performing various tasks like cleaning the shop and stocking trucks. “I could have gone to college and played football, but my passion was with HVAC, so I stayed with the company,” Zack says. He attended factory training and service seminars, eventually focusing on sales in commercial construction. “Zack expanded the business dramatically,” Jeff says. “Today, we’re 85 percent commercial and 15 percent residential.”
Specialized Systems
Westland became a pioneer in variable refrigerant flow (VRF), which uses refrigerant as both the heating and cooling medium. “VRF systems allow building owners to simultaneously heat and cool different rooms independently, making them ideal for both new and renovated buildings,” Jeff says. This technology is particularly suited for building rejuvenations where conventional systems would be impractical.
Westland utilizes VRF systems in their offices and high-tech boilers in their warehouse, giving technicians firsthand experience. “VRF requires special training and commitment to quality,” Zack explains. “Though the initial investment is higher, it offers energy savings with payback in 10 years or less, making it worthwhile.” VRF systems also help facilities meet energy-efficiency goals for LEED certification in new or renovated buildings.
Safe and Satisfied
Customer satisfaction is a core value at Westland, reinforced by training and safety programs. “We provide quality HVAC systems and ensure everything works well,” Jeff says. “That’s why we train technicians on every aspect, from installation to service. We use in-house and manufacturer training to ensure excellence.” The company invests thousands of hours annually in staff training for both safety and customer satisfaction.
Safety is fundamental to Westland’s operations. Its office features a classroom for training sessions, and they contract with Safety Controls Technology for unannounced safety audits. “We invest in the right equipment and ensure safe practices on all jobs,” Zack says. “Safety Controls conducts audits to ensure everything is done properly.”
The company’s commitment to customer satisfaction is a team effort. “We look for a passion for the profession, not just a skill set,” Jeff says. “Our staff is dedicated, often continuing their training after hours. Zack and I instilled this culture, and it’s transferred to our team.” Westland’s employees, numbering 65, have a tenure of 6 to 22 years.
Westland’s technicians hold certifications from multiple manufacturers, including VRF systems and pool dehumidification. “Zack also added a gym to the facility for team-building and fitness,” says Steve Showalter, operations manager. “We have company luncheons to discuss team-building and community involvement.” These activities strengthen the team and foster a sense of community.
Westland’s team participated in the Harvest for Hunger campaign, supporting Ohio’s 21 counties. They also support Toys for Tots and recently donated labor to install an HVAC system for a St. Jude Dream Home Giveaway, with equipment donated by Trane. These efforts reflect the company’s dedication to social responsibility.
Future Generations
Zack is committed to involving future generations of the Mitchell family and employees’ families in Westland’s continued success. “We want to move forward with the same focus on customer care,” Zack says. “We value the hard work of our team and feel mutual respect here. It’s a sign we’re doing things the right way.”
This commitment to doing things right has blended traditional service with modern technology, ensuring customers receive the best comfort. It also sets the standard for future generations to follow.
