How service works
Every request follows one of three paths. Here they are step by step, with how to prepare and answers to common questions.
Every lane
- Step one
- Your request
- Visit windows
- Agreed by call or email
- Before any work
- Your approval
Each lane, step by step
Your request is step one: the form asks only what that lane needs. Not sure yet? We reply with a few questions and suggest the lane. A general question gets a reply, with no visit unless you ask.
Lane 01Repair
- RequestSymptoms, whether it runs, when it started
- Diagnosis visitTesting to find the cause
- Written estimateThe repair, for your approval
- RepairOnce you approve
Lane 02Installation
- RequestProject type, system age, timeline
- In-home assessmentHome, equipment and goals
- Written optionsWith an estimate to compare
- InstallationOld unit out, new unit in
- WalkthroughStartup check and handover
Lane 03Maintenance
- RequestSystems, season, last service
- Visit windowAgreed by call or email
- ChecklistInspect, clean and test
- Written notesProblems quoted separately
Preparing for any visit
A few minutes of preparation means more of the visit goes on your system.
After the visit
You get written notes or an estimate. The office follows up by your chosen contact method, and nothing goes ahead without your approval.
Visit checklist
- Clear a path to the indoor and outdoor equipment
- Note what you noticed and when
- Keep the thermostat easy to reach
- Have the filter size handy, if you know it
- Settle pets in another room
- Have an adult at home for the visit
Questions, grouped by lane
General
Do you publish prices?
No. Every home differs, so every estimate is written after we have seen the system.
How do visit windows work?
The office calls or emails to confirm a window within office hours. Visits are by appointment.
Can you come today?
Visits are by appointment and we don't promise arrival times online. If you smell gas, hear a carbon monoxide alarm or see smoke, leave the home and call your gas utility or emergency services from outside.
Do you serve my town?
We cover the six towns listed on the About page. Elsewhere, choose General question on the form and ask.
Can I book online?
You can request a visit through the request form, and the office confirms a window by call or email.
Do I need to be home?
Yes. An adult needs to be home so we can reach the equipment and talk you through what we find.
01Repair
Do I approve the repair before work starts?
Yes. You get a written estimate first and nothing is repaired until you approve it.
What if a repair isn't worth it?
We'll say so plainly and offer an installation assessment so you can compare. The repair or replace guide explains the factors.
02Installation
Will the new system be the same size as the old one?
Not necessarily. It is sized for your home as it is now, after the in-home assessment.
What happens to my old equipment?
Removing it is part of the installation scope, listed in your written estimate.
Do you work on boilers or radiant heat?
No. We work on forced-air and ductless systems only, so boilers, hydronic and radiant heat are outside our scope.
03Maintenance
What if a check finds a problem?
It goes into your notes as a separate written repair estimate. Nothing is fixed without your approval.
How often should I change the filter?
It depends on the filter type and how hard the system works. Check it monthly in heavy-use months and follow the filter maker's guidance.
How do I find my filter size?
It is usually printed on the edge of the filter frame. If you can't see it, we'll note it on the visit.
Know your lane? Send a request
Unsure? Read Know your system or Repair or replace?, or choose Not sure on the form.