Ever wonder why the most inexperienced, costly contractors end up in your home? Actually it could have less to do with you than it does with the kind of information you’re gathering before you contact a heating and cooling company in for work.
Let’s be clear: You usually take the time to call a heating and cooling contractor because you are either: a) very hot or b) very cold. So an untimely breakdown (are they ever timely?) has forced your search for someone who can make the repair.
From this point, the service you receive can either soothe – or increase – your feelings of panic and irritation. There are several factors that contribute to both.
Here are the top things to look for before opening your home – and wallet:
1. Credentials
If a contractor begins to stutter or make up excuses when you ask for an Air Conditioning License, it’s probably a safe bet that you should take your business elsewhere. Oddly, many customers don’t ask but wish that they had.
In fact, all heating and cooling contractors should be able to readily (and eagerly) provide licensing and insurance information, plus references from recent customers.
Be sure to check the references and inquire about timeliness, job performance, and overall satisfaction of results. The best question you can ask is, “Would you hire them again?”
2. Technical Skill
Even though fairly common, you do not want your home to be the training ground of an inexperienced technician. By the time you see your contractor scratching his head or tossing “spare” parts back in his tool kit, it may be too late to ask about prior training.
Granted, not every company meets the stringent hiring and training advised by Trane. Heating and cooling work is serious business, and not suited for “guesswork.” Skilled training is the only path to proficiency and safety.
Plus, don’t necessarily assume that “30 Years of experience” is a fair method of judgment; it could very well mean one year of mistakes repeated over 30 years.
You’ll learn more about a company asking specific questions about training policies and experience requirements for hiring.
3. Up-Front Pricing
A couple of points here. First and most common are the contractors who just say, “We’ll let you know how much it is and how long it’ll take once we take everything apart.” That’s dangerous, since you could be stuck with parts scattered everywhere or just a “guess” on the completion.
A good Tech will arrive, ask questions, diagnose and then give you a price and schedule for the work’s completion. Then you decide to go forward or not.
Secondly, on larger jobs, beware of contractors that ask for a large deposit before starting work. If your contractor needs the deposit “to buy supplies”, that could be a bad sign; credible contractors should have accounts with local suppliers. Your deposit may be on the way to the bank and long gone before you realize you never confirmed a “return” appointment to have your air system replaced.
Legitimate heating and cooling contractors – and there are many- should give a price for services before work begins, and ask for payment only when work has been completed. We call this up-front pricing, and it’s the fairest, most convenient method.
4. Scheduling
Think about it. You’re hot or cold. And your HVAC contractor has just said he’d be glad to come out and take a look at your system a week from Tuesday. The fact is, if he can’t provide satisfactory relief in a timely manner , maybe you should keep looking.
Sure, the more popular contractors will have scheduling issues in the middle of a busy season – ALL included – but the scheduling should be explained with the assurance that the contractor will get there as soon as he can.
Many dealers offer Maintenance Agreement programs that allow for Priority Scheduling – even in the busiest times – which is one of many benefits. Regardless, when you schedule for a repair, ask for a specific time, and expect your contractor to keep it, with reasonable updates during delays.
5. Warranty
Most companies “say” they warranty their work but sadly, the words often get conveniently forgotten if a problem arises. And that’s the only time you’ll know…or care. Without a warranty on parts and labor, you may have another system breakdown and be expected to pay the same price to have it fixed again. That’s crazy.
Plus, on a replacement system, you’re investing in a long-term solution. That’s why manufactures state-of-the-art reliability into new systems, but gives you real peace of mind with some of the longest warranties in the entire industry.
So if your contractor answers your question with “Oh, trust me, it’ll be fine. What do you need a warranty for?”, then you should make other arrangements. Most dealers come with the assurance of pre-screening for prompt, efficient assistance to you. Your satisfaction, future and business and referrals are too important to us to risk otherwise.
Remember, you are calling a contractor because you have problem. His job is to solve those problems – not add to them. Understanding the above list can save you time, money, and quite possibly a few gray hairs.
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