Most service calls end when the work is finished. One of S.O.S. Heating & Cooling‘s most memorable appointments didn’t.

After repairing a heating system for homeowner Joleen Robinson, the HVAC company co-founders Bryson Ninow and Jake Davies sat down with her around the kitchen table. Joleen thanked them not only for fixing her furnace, but for the honesty and respect they had shown throughout the visit. She had never experienced service like it before—where every option was explained clearly, her questions were welcomed, and there was no pressure to spend more than necessary.

By the end of the conversation, there were tears around the table. For Bryson and Jake, it was a powerful reminder of why they had started S.O.S. Heating & Cooling in 2019.

Years earlier, the two had watched the HVAC industry begin to change. As more locally owned businesses were acquired by private equity firms, they felt many homeowners were increasingly being treated like sales opportunities instead of people looking for honest solutions. They believed there was a better way to serve their community, and they built S.O.S. Heating & Cooling around the idea that trust should come before sales.

Today, the locally owned company provides heating, cooling, and plumbing services throughout Utah, backed by more than 2,200 five-star Google reviews and recognition as the 2026 Best of SLC Silver Winner for HVAC Company.

Experience Shaped the Vision

Neither founder entered the business as a newcomer—they had already built strong reputations by serving hundreds of customers. Jake Davies brought nearly two decades of installation and technical HVAC experience, while Bryson had spent ten years helping homeowners diagnose problems and find practical solutions. .

Their experience taught them that technical expertise alone wasn’t what customers remembered most. Homeowners wanted someone who would explain the problem honestly, answer their questions, and help them choose the solution that best fit their family and budget.

That became the foundation of every service call. Whether someone needs HVAC repair, a new furnace or air conditioner, plumbing service, or a complete system installation, technicians begin by listening before recommending solutions. Instead of leading with sales, they focus on education, giving homeowners the information they need to make confident decisions.

That approach made SOS Heating & Cooling the success it is today. Referrals quickly became the company’s strongest source of growth, with many first-time customers becoming lifelong clients.

Relationships That Last

Although Bryson stepped out of a service truck several years ago to focus on leading the company, longtime customers still call his personal phone for advice or to schedule another appointment. Many have referred friends and neighbors, while Bryson has become a customer of several of their businesses in return.

“We always wanted customers to feel like family,” Bryson says. “If you wouldn’t treat your own grandmother that way, you don’t treat our customers that way.”

That same philosophy extends to how the owners treat their team. HVAC technicians often work long hours, especially during Utah’s busiest seasons, so S.O.S. Heating & Cooling encourages employees to prioritize time with their families. Bryson believes people should work to live, not live to work, and that culture has become just as important to the company’s success as technical expertise.

The Story Behind More Than 2,200 Five-Star Reviews

Years after that first kitchen-table conversation, Joleen Robinson still trusts S.O.S. Heating & Cooling with all of her heating, cooling, and plumbing needs. She often calls Bryson after appointments—not because something went wrong, but to compliment whichever technician visited her home. Within the company, technicians hope they’re assigned to her service calls because they know how much she values the care they provide.

For Bryson, Joleen’s story is a reminder that homeowners remember how they’re treated long after a repair is finished.

Investing in the People Behind the Service

Customers see the service and expertise displayed by the technician who arrives at their door, but they don’t always see the preparation behind the scenes.

Alongside ongoing technical education, S.O.S. Heating & Cooling invests in employees’ physical and mental well-being through conversations about nutrition, stress management, mindfulness, and mental health. Bryson and Jake believe customers benefit when they’re served by employees who feel respected and supported, who genuinely enjoy where they work.

When Things Don’t Go According to Plan

Every business eventually faces a difficult moment, and S.O.S. Heating & Cooling is no exception.

During one installation, an improperly connected drain caused an attic air conditioning system to fall through a customer’s ceiling. The accident damaged furniture, and countertops and created a significant mess.

Bryson and Jake were at the home within minutes. They immediately cleaned up, coordinated repairs, covered every expense, and stayed involved until everything had been restored. After that experience, the company strengthened its installation checklists, expanded quality-control procedures, increased technician training, and implemented additional inspections before installations were considered complete.

Bryson says homeowners don’t expect perfection as much as they expect honesty and accountability when something goes wrong.

Growing With the Community

Supporting the community has always been part of the company’s mission. S.O.S. Heating & Cooling partners with nonprofit organizations such as Girls on the Run, organized a coat drive benefiting the Rescue Mission, and continues looking for new ways to give back.

The company also rewards customer referrals through a program that allows homeowners to earn up to $500 for recommending friends and neighbors. Word-of-mouth support has allowed S.O.S. Heating & Cooling to outgrow its original building, and the team is preparing to move into a larger facility while remaining committed to serving customers the same way they always have.

Trust Comes First

Years after that afternoon around Joleen Robinson’s kitchen table, Bryson still measures success the same way—not by the number of service calls completed, but by whether customers feel they were treated honestly.

It’s the same standard that has guided S.O.S. Heating & Cooling since 2019. Whether it’s an unexpected HVAC repair, a new air conditioner or furnace installation, or help with a plumbing issue, Bryson hopes every customer leaves knowing they were treated honestly, feeling that they were respected throughout the process, and confident they’ve found a company they can trust.