Frequently Asked Questions
When I schedule a service call, why am I given a window of time instead of a specific time?
The first customer each day, for each technician, can be given an exact time of arrival. There is no way to know how long that call will take. There may be a few or a lot of repairs. The parts might be in the technician's van or he might have to go pick up parts at a distributor. Traffic may also delay technicians or maybe a customer has an emergency and cancels last minute. We stay with a customer until we have completed the work. We will do the same thing for you.
Do I need to be home while the technician is performing work on my system?
No, you don't have to be there, but it would be best. There is typically a lot of information to share and we can provide the best service by helping you make the best decisions if you are present. If you cannot be home, we can make arrangements with you. When you call in to set up a service appointment, let us know if you need us to meet a neighbor or friend. Either way, we will need a phone number to call and confirm that someone is available to meet our technician.
If I need to cancel a service call, how late can I do that?
We are aware that life throws everyone a curve ball. You can cancel at any time. We do politely ask you to be courteous and call as soon as possible, your friends and neighbors may be waiting for a technician as well.
If I really like the work performed by my technician, can I specifically request them next time?
Yes, you can and we are happy to accommodate that. However, there are two things to keep in mind. One...your favorite technician may be trained or certified for certain tasks, but not others. We may not be able to send the same tech to repair your oil furnace as we sent to tune-up your air conditioner. Two... requesting a tech can cause a delay. We might be able to send someone else sooner.
When a technician finds something wrong with my system, can they fix it on the spot or will I need to schedule another appointment?
If the parts are in the technician's van or at our warehouse, we can perform the repairs at that time. Sometimes parts have to be ordered and in that case we will come back after the parts arrive. Occasionally, in the summer, air conditioning coils freeze over. The technician will likely have to return once the ice has melted.
If I have a problem with my system during non-business hours, what should I do?
Call our office number. Even after hours a real person will answer the phone to help you. If it's an emergency, a technician will be paged to return your call.
Will the technician leave me with notes regarding my system?
Yes! We have an exciting new software system that will send a paperless document to your email account. It will have the details regarding the service call, receipt of payment, and recommendations that could improve your HVAC system.
Who should I call if I have a question after the service has been performed?
Call our office phone number. Those paperless documents are stored in our computer system under your address. If we can't help you based on that info, we can call the technician that helped you.