How service works
Every request follows one of three paths. Here they are side by side, with what we ask, how to prepare and answers to common questions.
What we ask, and the first visit that follows
Routing by lane
- 01 Repair
- Heating or cooling, symptoms, whether it runs at all, when it started. First visit: a repair diagnosis.
- 02 Installation
- Project type, rough age of the current system, your timeline. First visit: an in-home assessment.
- 03 Maintenance
- Which systems, fall or spring, when it was last serviced. First visit: a maintenance check.
- Not sure yet
- We reply with a few questions and suggest the lane.
- General question
- We reply by your chosen method. No visit unless you ask for one.
The three paths side by side
Steps for each lane, from request to result
| First visit | In writing | Then | |
|---|---|---|---|
| 01 Repair | Diagnosis visit | Written estimate | Repair, once you approve |
| 02 Installation | In-home assessment | Written options and estimate | Installation, startup check and walkthrough |
| 03 Maintenance | Fall or spring check | Written visit notes | A separate repair estimate, only if a problem is found |
Swipe sideways to see all lanes.
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.
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.
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.
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.
Know your lane? Send a request
Or choose Not sure on the form and we'll sort it out with you.