16 Questions You Should Ask Before
Choosing A Service Company
1) Do you have a permanent place of business and
what is the address? Most authorities recommend that you automatically
reject any contractor or handyman working out of their home. Heating and
Air Conditioning is without a doubt the most complex home service. You
cannot risk having an amateur work on your equipment. For your family's
safety, choose a contractor that has some substance.
2) Is your company licensed by the state and registered
with the city to do heating and air conditioning work? Licensing
is required in Texas. All replacements within city limits require a permit.
For your protection, automatically reject any company that can't present
its license certificate. Check to make sure the license holder is not
just a subcontractor to the company.
3) Does your company carry both general liability
and workers compensation insurance, and can you produce current certificates?
Immediately reject any contractor who can't. Without proper insurance,
all their liability lands on your shoulders. If a subcontractor or a company
employee gets hurt on your property that is not covered by workers compensation
you are at risk of a lawsuit. MOST SUB-CONTRACTORS CANNOT PROVIDE THIS
INFORMATION.
4) How long have you been in business in my area...under
the same name? While there are some good, experienced technicians
out there who may have recently started their own company, it's generally
safer for you to choose a contractor that has been in operation at least
five years. CONTRACTORS SOMETIMES MOVE AROUND THE NATION.
5) Are your technicians certified by the EPA to
handle refrigerant gas? and are they NATE certified? Federal law
prohibits non-certified operators. NATE certified techs are tested to
prove their knowledge in the HVAC industry.
6) Is your company a member of a national association
such as the Air Conditioning Contractors Of America, the National Association
Of Plumbing Heating and Air Cooling Contractors, or Comfort Institute?
Associations provide valuable support and training. The better companies
readily invest in membership. Give preference to a company that has membership.
7) Do your service technicians have digital carbon
monoxide analyzers, or a valid means to test for CO? Carbon monoxide
is a deadly gas sometimes produced by malfunctioning heating equipment.
Automatically reject any company that doesn't have the appropriate test
equipment to diagnose this serious problem.
8) Does your company own an Infiltrometer (blower
door), or Aeroseal Test Instrument, and airflow capture hood? These
are essential computerized instruments for diagnosing uneven temperatures,
unhealthy air and high utility bill problems. A leading edge company will
own them and have received advanced training on how to use them. Even
if you don't want one of these advanced tests at this time. Authorities
state owning the equipment is an indication of a good company that can
back up the work preformed by a test.
9) Can you perform a computerized equipment sizing or energy analysis
and selection calculation? This analysis is an essential step when
installing new heating and cooling equipment to ensure it is the right
size for your home. Consumer protection groups and the equipment manufacturers
state that having the computer software and knowing how to use it are
indications of a good company. Most utility rebates require this.
10) Can you provide names of satisfied customers
in my neighborhood? A good company will be organized enough to
readily find this information, and have no problem providing you with
names and phone number of happy customers.
11) Do your service technicians wear uniforms, ID
badges, shoe covers and use floor savers in your home? This provides
some evidence of stability, and measure of security for you.
12) Can your company arrange financing? Even
if you don't happen to need assistance in spreading out the cost of repairs
or new equipment, the ability to arrange it for you is a sign of a more
stable, customer oriented business. Look for a company that accepts all
major credit cards, and is able to help you arrange an easy payment plan
for larger repairs or replacement.
13) What is your service repair guarantee?
How long is it, and does it cover both parts and labor? Most companies
limit their service labor warranty to only 30 days. Look for a one-year
warranty on both parts and labor. Ask about extended warranties on replacement
equipment. Labor warranties do not usually include travel or diagnostic
charges and require that annual maintenance on your system to keep in
good standings.
14) Do you have a refund policy if I am not satisfied?
What is it? And is it in writing? Unfortunately, few heating and
air companies will provide a refund if you aren't happy. Look for a company
that has a clear policy on this, that wants to do whatever is reasonable
to satisfy you, and if they can't, will refund your many. We recommend
at least one year.
15) Do you have any unresolved complaints with the
Better Business Bureau? While its almost impossible to keep everyone
happy, a good contractor won't let disputes linger. Just to be on the
safe side, call the BBB and double check whatever the contractor told
you. Note: that a clean BBB report does not mean a company is a reputable
firm. Picking a heating and cooling contractor should not be a random
choice. It's important to do your research. Use this list of questions
to help identify the right company for you.
16) MOST IMPORTANT QUESTION OF ALL- Does your company
perform background checks and drug screening? And can you show
me the results? Few if any subcontractors have this information. Many
workers in Texas have received training through the criminal justice system.
Some have old contacts that would return days, weeks, or months later
to take advantage of you or your belongings. Know Who's In Your Home.
Customer Protection Policies
Service
If you are not satisfied with our
service, we will gladly refund all of your money. If our technician(s)
smoke, swear, are not drug free, do not wear medical shoe covers (booties),
or leave your home without cleaning up, you do not pay for the service.
Repairs
Stark Service Company guarantees that the repairs on your equipment are
fixed right or the repair is free. If a repair fails during the season,
there is no diagnostic charge and the repair is absolutely free. Specific
repairs are guaranteed for two years or the repair is free! (excluding
diagnostic charge)
Replacement
Our Guarantees To You:
-Comfort: The system(s) we design and
install will heat your home to 78 on a 20 degree day and cool your home
to 75 on a 100 degree day or be replaced at no charge.
-No Lemons: If the compressor fails twice
in the first five years, we will install a complete new outside unit.
If the heat exchanger fails in gas furnace in the first ten years, we
will install a new furnace.
-Utility Savings: You will save the amount
stated on your proposal (depending upon your efficiency selection) or
we will refund the difference of your savings not realized during the
first two years. (If the system is not meeting guaranteed savings, you
must notify us immediately to allow us to evaluate system performance.)
Guarantee based on like temperature conditions, and utility cost.
-No Hassle: If your Premium or Supreme
system breaks down during the first two years. And our Technician is
unable to make repairs that day. We will pay for your hotel stay* till
the system is repaired. (*maximum daily allowance $100.)
-Clean Indoor Coil: When you invest in
a high efficiency filter system, the coil in your system will remain
in top efficiency and capacity due to the efficiency of this filter.
If your coil requires cleaning within 10 years, we will clean it at
no charge. (provided filter was changed or cleaned according to manufacture
recommendations)
-Money Back: If we don't live up to our
promises, and you're not satisfied, we will remove the system and refund
100% of your investment. (Money back is limited to one year from installation
date.
Warrantees
Transferable: (Manufacture Policies My Very on Equipment) But All Stark
Air Warranties apply if you sell your home, the warranty can be transferred
to the new owner. (New owner must maintain equipment through Stark Service
Company maintenance program)
Scheduled Service: As per the manufacturer's recommendations and policy,
scheduled service must be performed on your equipment. Please maintain
all records.
Acts of God: Damage resulting from Acts of God is not covered under Warranty's
or Guarantees.
Exclusions: Excludes routine maintenance such as filters, cleaning, etc.
(after first year), damage due to alterations from work performed by other
parties, misuse, or neglect. |
