Residential Service FAQs • Installation FAQs • Duct Cleaning FAQs • Air & Mold FAQs

Q- What are your normal hours of business
A- 7am to 5pm Monday through Friday. All other hours are at overtime rates (exception pre-paid HSP customer).

Q- What is the cost of a service call
A- We offer a flat $95.00 diagnostic charge to check your system and determine what’s wrong. Our $95.00 diagnostic is the same no matter if it takes 1, or more hours to diagnose the problem. After the problem is diagnosed the repairs will be quoted and performed after authorization.

Q- How do I pay for my service call
A- Unless prior arrangement (credit application approval) has been made, all service work is Cash On Delivery (COD). The service technician will explain the Diagnostic Process with his findings along with a flat rate price for the necessary repairs. When he is completed he will ask for payment in the form of: Cash, Check or Charge Card (Visa, MasterCard, American Express and Discover Card). Technicians are not authorized to allow a credit, charges or payment arrangement in the field.

Q- How can I save money on my service call
A- Sign up for our Healthy System Program (HSP). With a HSP you receive (1) free diagnostic visit (a $95.00 value) along with preferred customer status (PCS). PCS moves you ahead of the clients without HSP and same day service is guaranteed to you. You also receive a discount on your services as well as no overtime rates for after hour emergency calls.

Q- What’s included in a “Healthy System Program” (HSP) Maintenance contract
A- (1) Visit in the spring and (1) visit in the fall. Each visit includes: application of Micro biocide treatment on the evaporator coil to prohibit mold growth. Check of all safety devices. Check and clean drain line. Check refrigerant charge (add as necessary at additional charge). Check filters (replace as necessary at additional charge). Clean condenser coil and base as necessary. One free Diagnostic service (a $95.00 value). Preferred client status, allows your service call to be moved to the top of the service call list ahead of any non HSP client. With an HSP you will be guaranteed same day service. You also are not subject to overtime rates for after hour calls.

Q- Why do you need to perform a diagnostic on my system if I know what’s wrong with it
A- We are required as a company to perform our own diagnostics to assure the proper repair and assume liability for the repair warranty.

Q- Is the diagnostic fee waived if the repair price is approved
A- No, the diagnostic fee is a separate charge which covers the cost of the labor to drive to your location and the labor costs involved in the diagnostics.

Q- What is the warranty on your service repair
A- We supply a 1-year warranty on most parts; however, in some cases our part manufacturers only supply a 90 days warranty. We offer 30-day labor warranty on all service calls.

Q- What is your average response time for a service call
A- Average response time will vary depending on the temperature outside. Our average response time is 1 to 2 hours. However, during warm days when the temperature is above 95 degrees the response time may run longer.

Q- I know my system is in warranty, can I get warranty work done after hours if necessary
A- All warranty calls are performed during normal business hours between 8am to 4pm Monday through Friday. However, additional overtime rates will apply for the after hours services. Warranty rebates (if applicable) will be handled by our Service Dispatch during the next business day.

Q- What brands or units do you service
A- We service and sell all makes and models of HVAC equipment. We are qualified to work on all types of HVAC systems: Air conditioners, Heat Pumps, Geothermal Units, Gas Furnaces, Mini-Splits, Split Systems, Ventilation Systems and Package Units from 1 to 100 tons.

Q- Does the Technician have all the repair parts I need on his truck
A- Our trucks are stocked with standard replacement parts such as: contactors, transformers, some relays and some OEM motors. However, it is impossible to stock every part for every make and model. Specialty items such as compressors, control boards, blower motors and fans are usually not truck stock, these items are picked up at the supply house or ordered.

Q- Why should I consider a maintenance HSP contract service
A- Just like tune ups and oil changes on your car, an HPS service will help prolong the life of your equipment as well as optimize the equipment's performance.

Q- Why do I have water leaking from my air handler
A- The three most common reasons for water discharging from the air handler are: 1. The drain line is clogged up 2. The unit is low on Freon and the system is frozen up 3. The system is operating too cold (usually below 73 degrees) for 8 to 10 hours and condensation is forming.

Q- Why did my compressor fail
A- Compressor failure can be caused by several issues such as: age, power spikes, power failures, low refrigerant, poor installation practices and lack of maintenance. A proper diagnosis may determine the cause of the compressor failure.

Q- What is the difference between my air handler and my condenser
A- The air handler is the inside unit usually installed in the garage, attic or interior closet. The condenser (or heat pump) is the unit on the outside of the home.

Q- What brands do you sell
A- We offer all major brands including: Carrier/Bryant, Trane, Lennox, Amana, Goodman, Mitsubishi and Daikin. Basically, if it’ s manufactured, we can get it.

Q- Which brand is the best
A- Labeling a brand as the “Best” should not be determined on what us as a company favors. The “Best” in our opinion, is dependent upon the client’s needs, applications of the job and the client’s budget. Our Comfort Specialist can help you decide which manufacturer is the best for you.

Q- What can I expect to pay for a complete Heat Pump system
A- Depending on the seer rating, equipment selection, equipment size and materials needed you can expect to invest: (13 Seer $3500 to high- $4500) (15 Seer $4500 to 5500) (2speed 16+ Seer $8000 up).

Q-I’ve seen advertisements for complete system installed for $2999.00. However, when I got the written quote, the actual price is over $6000.00. Why the difference
A- Advertising is designed to make the phone ring. Some HVAC companies advertise cheaper brand 13-seer units implying it’s 15 plus seer equipment to make you think you are getting the better equipment. Read the fine print which excludes items like: return base, refrigerant piping, refrigerant, ECT.

Q-What should I expect in a complete Heat Pump system change out
A- A system change out should include: air handler, strip heaters, condenser, supply transition, return transition or base, refrigerant flush kit, refrigerant line tie-in, drain line tie in, wiring tie-in, taxes, permit, warranty and haul away of the old equipment. Optional items: thermostat, return bases, plenums and UV lights.

Q- What is S.E.E.R.
A- S.E.E.R stands for Seasonal Energy Efficiency Ratio. It is the calculated energy consumption of an air conditioner. The S.E. E.R. rating starts at 13 and goes up, 13 being the standard. Presently you may find system up to 20 Seer ratings.

Q- How much will I save on my electric bill by installing a new air conditioner
A- In theory you could save anywhere from 10% to 60% depending on which model you purchase, how efficient your old A/C was and how much you use the A/C. It’s is assumed that because the new unit is more efficient, you will save on your power bill. However you may not save anything and in some cases, the new more efficient unit may cost more money to operate. Poor installation practices, defective ductwork and or damaged ductwork could be robbing you of your intended saving. New equipment installation should be followed by testing of the performance of the duct system.

Q- Can I just change out my old defective heat Pump (condenser) with a new one and save my old air handler
A- Most county municipalities won’t allow you to miss match equipment. It is a code violation. Each system must have an ARI Reference #Rating or ARHI Reference # (American Refrigeration Institute or American Refrigerant Heating Institute). This reference number insures the system is capable of delivering the rated Seer from the factory. Studies have shown that miss matching equipment can result in lower Seer efficiency and higher power bills.

Q-What is the Evaporator or "A" Coil
A- It is the coil that is installed on the supply air side of the furnace or air handler. In most models the coil is built in the form of the capital letter ’A”. Its function is to change the Freon from a liquid to a gas causing a cooling effect. This coil becomes very cold and as the warmer air from the home blows over it, the air becomes cooled and water in the air is removed.

Q- What is the condenser
A- It is the part of the A/C system that sits outside. After the Evaporator coil turns the Freon liquid into a gas, the Condenser condenses the Freon back to a liquid. It is also where the compressor is located that pumps the Freon back and forth to and from the evaporator coil.

Q- What is the compressor
A- It is what pumps the Freon back and forth from the condenser to the evaporator coil. It is located in the condensing unit.

Q- Why is my home hotter on the second floor
A- Remember that heat rises and there is a large heat load on the roof of your home. Unless you have a separate system for the second floor, the thermostat will be located on the 1st floor. When the temperature on the 1st floor satisfies, the thermostat turns the A/C system off. If the thermostat is on the first floor it can’t recognize the warmer 2nd floor. Proper attic insulation, correctly sized ductwork and Zoning may help the temperature difference.

Q- If “Bigger is Better” Is it better to install a larger size A/C than needed
A- No. If the A/C is too large, it will "short cycle" resulting in loss of proper humidity removal. Also, it will cool the house too quickly. This will make the house feel cool but damp.

Q- How long does it take to install a new A/C system
A- A standard installation takes 4 to 8 hours.

Q- How do I know when it's time to replace my system
A- By following these simple guidelines, you can estimate whether or not fixing vs. repairing is the right decision. On average the lifetime of: 1. Standard life expectancy of an air conditioning unit is 10-15 yrs 2. Standard life expectancy of a furnace is 15-20 yrs 3. Standard life expectancy of a boiler is 20+ yrs 4. Equipment at the ocean may last ½ of the above. 5. Consult with your Service Technician to discuss the cost of the repairs verses replacement.

Q- How do I know if my system is working properly
A- Have a NATE (North American Technical Excellence) certified Technician examine the system. His expertise and certification will provide you a professional and honest account of your systems operation.

Q- What is R410a
A- R-410A is the earth friendly "green" coolant that is replacing Freon(R-22). Since 2010 the Federal law requires that Freon (R-22) will be phased out.

Q- Do you offer financing
A- Yes. Our promotions range from 90 days same as cash to 12 and 24 months equal payments. Low interest payment loans are also available. Special promotional financing options change from time to time and from manufacture to manufacturer. Our Comfort Consultant can provide you information and details about the latest promotional offers.

Q- I've heard about tax credits for homeowners, do you offer them
A- Yes, but, the Federal Government that issues these tax credits. There are two new initiatives to help you improve the energy efficiency and environmental conservation in your home... As part of a landmark energy bill, new Federal income tax credits are available for homeowners who install high efficiency heating and cooling equipments.

Q- What can I expect to pay for a Proper Duct Cleaning Service
A- Duct cleaning is priced based on the number of vents you have in your home. You can expect to pay anywhere from $300.00 to 700.00 for duct cleaning. A Duct cleaning includes cleaning all the interior components of the air handler (liner, drain pan, blower assembly, evaporator coil and wiring) along with all the associated ductwork and grills.

Q- How long does air duct cleaning take
A- On average, a proper cleaning of a single system (10 to 15 vents) takes a 2-man team approximately 3-5 hours to complete.

Q- I’ve seen “Complete Whole House” Duct cleaning advertised for as little as $49.00, How can they advertise Duct Cleaning so low
A- Most of the companies advertising these low prices will charge exuberant amounts for additional items such as; additional vents, return ducts, ductwork in attics, and air handler. Visit our scams section or go to www.youtube.com and type in duct cleaning scams to view information on how it is done.

Q- If my ductwork is moldy can it be cleaned
A- No, in accordance with EPA guidelines, any duct board or flex duct system found to have microbial contamination shall be replaced. Ref. www.epa.gov

Q- What is NADCA
A- National Air Duct Cleaners Association. Also known as the HVAC inspection, maintenance and restoration association. NADCA provides independent guidelines for proper cleaning of your air handler, and duct work system, proper training and certifications for their members.

Q- I have some rooms hotter than others… is there something blocking my ducts
A- Hot and cold spots usually are caused by poor installation practices and poor engineering. However, a dirty evaporator coil and/or an impacted blower wheel can influence proper airflow. Our trained and certified specialist can assist you on how to correct this situation.

Q- Is air duct cleaning messy
A- No. The duct system is under a negative pressure while the duct work is being air washed cleaned. The duct system is constantly HEPA filtered using a 2500 CFM vacuum. Therefore all the loose debris is pulled into the HEPA vacuum and will not drop into the house.

Q- Are chemicals used in the ductwork
A- No, in accordance with EPA guidelines no chemicals shall be used in the air conveyance system. Ref. www.epa.gov

Q- How do I know if I have Mold in my home
A- All homes have some microbial activity, mold is a living organism transferred from place to place by air. However, the only way to accurately know if you have elevated microbial activity is to “Test”. Conducting air sampling is the accepted way of testing your home for microbial activity. Air sampling measures the mold spore counts inside the home and is compared to air sampling outside the home.

Q- What causes mold to grow in my house
A- Most mold spores need a food source, water source and humidity above 60%Rh. When your home’s indoor environment equals this environment microbial spores will propagate at an alarming rate. Visual mold growth can be observed within 12 to 24 hours of the above environment. Wet drywall, leather goods upholstered furniture and antiques will quickly show sighs of microbial growth in the above environment.

Q- How do I keep mold from growing in my home
A- You cannot completely remove all mold from the home, mold is a living organism transferred from place to place by air. Therefore, you can only reduce the total amount of microbial activity by providing an environment which mold does not like. Proactively managing your environment is the key to minimizing microbial activity. Correctly sized, installed and maintained air conditioning equipment is designed to cool the home and remove humidity from the air thus, reducing humidity levels below 60% Rh.

Q- Why does mold grow in my Air Handler
A- During the hot summer season the interior of air handler is a perfect environment for mold growth. Mold needs water, food and air to propagate. During the hot season the evaporator coil collects moisture from the air in our homes to make us feel more comfortable. Normal dust particles which bypass the filter collect on the interior components of the air handler. Mold spores floating in the air, pass through the air handler via the return, thus, collecting in the condensation droplets allowing the mold spores to reproduce. In a few hot seasons, your air handler can be fully infested with mold growth.

Q- Can mold be cleaned from my air handler
A- Most air handlers can be cleaned and sanitized by a certified Technician using approved biocides. Air handlers with porous internal liner may need the liner replaced pending an inspection by a NADCA Certified Inspector (National Air Duct Cleaners Association).

Q- How do I get rid of the mold in my home
A- Once you have a microbial outbreak you should use a licensed Hygienist to facilitate the content and structural cleanup. Depending on the depth of the contamination the cleaning should include HEPA vacuuming of all porous materials (such as curtains & upholsteries), one way directional wiping of all flat surfaces (such as doors, walls counter tops) with approved anti microbial, disposal of contaminated drywall and final clearance testing (air sampling). Inspection of the air handler and duct work should be conducted by Certified Ventilation Inspector and his cleaning recommendations should be followed in coordination with above content and structural hygenical scope of work.

Q- Will expensive filters and UV lights help my indoor air quality
A- In some instances better filters and UV lighting have helped some home owners and improved their air quality. However, in a lot of cases expensive filter and UV lights have done little to improve the home’s indoor air quality. In cases where no improvement was noticed other underlying problems were not considered. Equipment sizing and application, duct leakage, pressure imbalances as well as air handler and ductwork contamination were found to be the source of the problems. Therefore we recommend diagnostic testing prior to any prescription for action. Diagnostic testing in the form of air sampling, blower door testing , duct work performance analysis as well as inspection of the interior of the ductwork should be considered and or performed before considering which path of remediation to take.

Q- How much does air sampling cost to perform
A- General sampling cost $175.00 per sample which includes: lab work, testing and summary reporting. However the more samples you need the less the price for each sampling is. We need a minimum (2) samples: one from outside (for baseline reading) and one from the problem area. We can provide a tailor-made scope of testing to best fit your residence free of charge (with certain stipulations).

Q- What diagnostic testing does your company offer
A- We offer all facets of building diagnostics including Mold Air & Swab Sampling, Blower Door Testing, Duct System Performance Analysis, Duct Leakage Testing, Infrared Imagery, Operating Pressure Analysis, Static Pressure Testing and Load Calculations.

Q- How do I know what Indoor Air Quality Testing I need
A- We offer a free preliminary site visit. In this site visit we will visually look over your home’s attic or crawl space, your ductwork and discuss your issues. We also will examine your home’s operating pressure to determine if your home has pressure imbalances. Afterward we will discuss what test or tests will be best suited to determine the source(s) of your Indoor Air Quality issue(s) as well as the fee(s) for the necessary testing as well as the amount of time needed to perform the necessary testing.

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