15 Questions to Ask a Heating & Cooling Contractor

 
How To Identify A Good Heating and Cooling Contractor

The most important part of shopping for a new system is to pick the right contractor.

Later in this report we’ll review the 15 questions you should ask to identify a good heating and air conditioning service contractor. Here are some additional tips that will help you identify one who will do the best job replacing your equipment.

First, understand that choosing a dealer for one of the best known national name brands of equipment doesn’t automatically guarantee that you’ll get a contractor who understands the issues we covered in "Tips & Secrets to Buying a New Heating & Cooling System."

Instead, choose one who follows or at least recommends the Whole House Comfort Checkup procedures.

Remember: a prescription without an examination and diagnosis is malpractice.

Some contractors might say "I’ve done hundreds of houses just like this one and I don’t need to go through all those measurements and evaluations." Don’t believe it. No two houses are exactly the same. They have different characteristics and they definitely have different families living in them. Does a two-person household use the house the same way a six-person household might use he exact same house?

Automatically reject any contractor who proceeds to quote a price for replacing equipment without performing, or at least recommending, these important diagnostic steps. He either hasn’t been trained about the problems that are likely lurking in your home (and the importance of fixing them), or he doesn’t care. He may only be interested in selling you a metal box rather than truly solving your problems.

A quality contractor is more interested in serving you than selling you. He builds his business on long term service relationships and referrals from extremely happy clients, rather than making the quick buck. He believes in truly solving his clients' problems and only putting in systems that work, even if it may mean he initially sells new equipment to fewer homeowners.

Here‘s what you can do to help your contractor come up with the proposal that best suits your needs:

You and your family are actually the best source of information about pre-existing comfort or unhealthy air problems. A good contractor will always start by meeting with you and asking many questions about areas that have been hard to heat or cool, about how the old system worked -- or didn’t work -- and about what you are looking for in a new system.

And since everyone’s perception of comfort and indoor air quality is different, it’s a good idea for all the adults who live in your home to be available for the initial interview and inspection.

These days both adults in many families have to work outside the home. Ask your contractor if the Whole House Comfort Checkup be done after work or on a weekend. Keep in mind that this is really an in-depth inspection and consultation, not just a quick visit to drop off a bid. A good contractor who understands all these issues is really a Comfort and Indoor Air Quality Consultant. We recommend that all adults who will be involved in the decision invest the time to meet with your consultant during the day, when everyone’s fresh and able to focus on the issues, and ideally any children are at school or otherwise being taken care of.

Apart from the consultation, testing and inspection process, there’s now a very wide range of options to choose from when buying new equipment. There are different quality grades and brands, different efficiency levels, easy payment plans, air filtration and humidity control options, ventilation improvements, duct repairs and insulation upgrades. It’s not fair to one spouse to ask him or her to learn it all and then have to teach it to the other.

A lot of contractors think that Consumers are only interested in a low price, and so they only quickly bid on the cheapest, least efficient product that will get the heating or cooling back on. Although they may not mean to, they usually end up shortchanging the customer. A good contractor feels it’s his professional responsibility to advise you of your different options and won’t presume to make these important decisions for you.

After going over what you want, and what he has learned about your home and duct system, a good contractor will use his professional judgment and experience to make a specific personalized recommendation and proposal. He’ll be able to explain his reasons for the recommendations. Together you’ll come up with the right solution, and he’ll then take the worries off your shoulders and put them on his.

If your equipment fails in the middle of summer or winter, you may be feeling pressed to make a decision quickly, and just get whoever could do it fastest.

Many people have felt that way, but you really need to buy yourself some time. Even though it may be stressful, invest the time to identify one of the few top notch contractors, and then ask if they can rent or loan you window air conditioners or space heaters, or some similar short term solution, until they can put your new system in right. It’s a small inconvenience for maybe a few days or weeks in order to get a system you’ll be really happy with long term. Sometimes a good contractor can put the new equipment in right away, and come back within a few weeks to complete the more labor intensive parts of the project.

Although long term it only makes sense to do it right, many people are concerned that it might cost more money up front.

It might, depending on what you feel you want to achieve. Especially if it was an unplanned expense, it’s tempting to spend as little as possible. But remember that a good indoor comfort system, installed the way we recommend, is really an investment that does pay for itself through lower utility and repair bills. With the easy payment plans that are now available, many people find their utility savings are about the same as their monthly investment, so it really doesn’t cost you anything. It’s really the utility company that ends up paying for your new system. And just as important to many people is that a totally new system is far more reliable and less likely to break down at inconvenient times.

In any case, even if you don’t want it all done right now, you should at least find out what your options are.

As with any home improvement, watch out for high pressure salespeople. There still are some operating in this industry. Automatically reject any company that tries to pressure you into signing a contract, or claims they overstocked on equipment and can therefore give you some kind of special "deal," or offers phony buy today discounts after you say no.

Also avoid any contractor who wants you to pay cash. This is a sure sign of tax problems you want no part of.

And finally, don‘t try to buy a new system by collecting bids over the telephone. To properly replace equipment, honest, reputable companies need to meet with you, and will want to perform the complete Whole House Comfort Checkup. So if a contractor won’t give you a price for new equipment over the phone, don’t dismiss them as if they don’t know what they are doing. On the contrary, you should be extremely wary of any company who is willing to give you a price to replace equipment over the phone.

 
15 Questions You Should Ask Any Heating And Air Conditioning Company Before Inviting Them Into Your Home

Become an informed consumer. You have to know what to watch out for, and what questions to ask.

Many of these questions are also recommended by consumer protection groups such as the Better Business Bureau, electrical and gas utilities, trade associations and consumer or home improvement magazines. A good contractor will have no problem answering these questions to your satisfaction.

1. Do you have a permanent place of business, and what is the address?

Many 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 trade. 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 registered or licensed by the state or city to do heating and air conditioning work?

Licensing is required in many jurisdictions. For your protection, automatically reject any company that can’t present it’s license certificate.

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.

4. How long have you been in business, 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.

5. Are your technicians certified by the EPA to handle Freon refrigerant gas?

Federal law prohibits non-certified operators. Automatically reject anyone who is not certified.

6. Is your company a member of a national trade association such as the Air Conditioning Contractors of America, the National Association of Plumbing Heating and Cooling Contractors, or Comfort Institute?

Associations provide valuable support and training. The better companies readily invest in membership. Give preference to a company which has.

7. Do your service technicians have digital carbon monoxide analyzers?

Carbon monoxide is a deadly gas sometimes produced by malfunctioning heating equipment. Automatically reject any company which doesn’t have the appropriate test equipment to diagnose this serious problem.

8. Does your company own an Infiltrometer blower door test instrument and an air flow capture hood?

These are essential computerized instruments for diagnosing uneven temperature, 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 that owning the equipment is an indication of a good company.

9. Can you perform a computerized equipment sizing 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.

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 of happy customers.

11. Do your service technicians wear uniforms and ID badges?

This provides some evidence of stability, and a 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 replacements.

13. What is your guarantee on service repairs? 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 longer extended warranties on replacement equipment.

14. Do you have a refund policy if I am not satisfied? What is it?

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 money.

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, however, that a clean BBB report does not all by itself mean that 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.

 
Three Costly Misconceptions On Choosing A Contractor

Misconception number one: "All contractors are pretty much the same."

All contractors are certainly not the same.

In over 20 years of researching and solving home comfort and indoor air quality problems, and working with contractors literally around the world, we have witnessed an enormous variation in contractor competence and ethics.

Sad to say, a small minority are downright dishonest. Both NBC’s Dateline and CBS’s 48 Hours recently used hidden cameras to conduct sting operations against fraudulent heating and cooling contractors.

Over a quarter of the companies they called out either bent the facts, or committed outright fraud on national television. In fact, the Better Business Bureau ranks heating and cooling as one of the highest complaint generating industries. A dishonest contractor may take your money and not solve the problem, do shoddy work, or even sell you parts and services that weren’t needed.

Fortunately, the great majority of contractors are honest. They work hard, and mean well. Unfortunately, most simply don’t have the business systems in place to properly serve the consumer.

Even though they are honest, most companies simply don’t invest enough in initial and ongoing training. They don’t pay high enough wages or offer enough benefits to attract the best people. Few have all the modern tools and instruments needed to do the job right. And they are often behind the times, especially when it comes to diagnosing problems with today’s more complicated technology, and in understanding all the other important factors that affect your indoor comfort.

The run of the mill contractor can be expensive to use because you often end up paying for unnecessary labor time, for multiple call backs until the problem is finally resolved, and for premature equipment replacement. You are certain to end up paying for excessive utility bills caused by inefficient operation.

Finally, there are a select few contractors who are at once ethical, technically at the leading edge, and also have business and customer service systems in place that ensure high levels of client satisfaction. Invest the time to identify one of this rare breed. It will be time well spent.

Misconception number two: "The company that offers the lowest price is the company you should hire."

Well, maybe -- but not likely. Here are a few points to consider.

1. The low price you see advertised may not be the price you end up paying. Some contractors offer an unrealistically low price to get in the door and then pressure you into paying a lot more once they get inside your home. Always be wary of a contractor offering to do the work for much less money than others.
2. As with most things in life, price is usually an indication of quality. Better trained service people cost more. More efficient equipment costs more. Quality installation work takes longer. Reliable service and products cost more. And a good company charges enough to ensure it can provide fast, no-hassle warranty response if it’s needed.

On the Dateline TV news story, they found that the companies offering the unrealistically low prices were consistently the WORST value. Many did virtually nothing when they showed up. You are likely to get LESS than you pay for when choosing a low ball company.

The US government is also advising homeowners to be wary of the lowest price. Here’s a statement from the US EPA:

"Remember, the contractor who gives you the lowest bid may not be the best choice for you. Carefully evaluate a contractor’s proposal to ensure you get the equipment and service that best meets your needs."

Price does matter, just don’t let price be the only consideration when choosing a heating and cooling contractor. Look instead for the contractor who will give you the most value for your money. You probably don’t buy the cheapest car, clothes, or foods. Don’t choose the low-priced contractor either. It could end up costing you in terms of undependable operation, repeated visits to get the problem resolved, higher utility bills, and even unsafe operation.

Misconception number three: "If a system is still running, but isn’t heating or cooling right, the problem can be resolved by a service call, or by installing bigger equipment."

Usually this is simply not the case. Many times, when an air conditioner or heat pump isn’t performing, and certain rooms are too hot or too cold, there’s actually nothing wrong with the equipment itself. Many technicians will correctly tell you this, but then incorrectly say you need to buy a bigger unit.

The real problem is usually with the ductwork, or the house insulation.

In the last 10 years, scientific researchers working for utilities, universities and government have made some startling discoveries. For instance, a recent research report from the US Department of Energy states: "Typical duct systems lose 25 to 40 percent of the energy put out by the central furnace, heat pump or air conditioner." What this means is that the typical three ton air conditioner only delivers two tons of cooling into your home.

This loss is typically because your air ducts leak, are poorly insulated, or are improperly engineered.

In another utility company study, the scientists found that every single home they investigated had poor house insulation or excessive air infiltration. These duct and house thermal envelope problems are also often the cause of excessive dust or unhealthy indoor air problems.

This is where the leading edge contractors really prove their worth. They have the training and instruments to diagnose and solve these problems. The US Environmental Protection Agency has stated: "Contractors who have participated in advanced training on diagnostic and installation practices will be able to install better performing systems that save money than many contractors who do not."

If your system is still running, but not working as well as you might like, look for a company that can perform what’s called a Whole House Comfort Checkup. This is a comprehensive consultation service where a specialist will come out to your home with the same advanced diagnostic instruments that the researchers use. He’ll then test your home’s insulation and air duct system, and let you know where the real problems are hidden and what you can do about it.

For more information from the U.S. EPA about choosing the right heating & cooling contractor, visit www.epa.gov/homeheating.

 
Next: Learn About the Whole House Comfort Checkup

© 1999 Comfort Institute Inc. Reprinted with permission.