Alicia Air's FAQs

• Do you charge to come to my house?

  We charge an $85.00 diagnostic fee to come to your HOME and inspect your equipment. Our technician will diagnose the problem with your equipment and advise you of the problem and the cost to repair. If you allow us to make the repair, we waive the diagnostic inspection.

• What if you cannot repair at time of service?

  You will be charged the $85.00 diagnostic fee and we will contact you with a price to repair when we can determine what parts you need. We will deduct the $85.00 diagnostic fee from the cost of your repair. Upon your authorization, your parts will be ordered and as soon as they arrive in our shop we will call you to schedule a repair. Most repairs can be completed in 2 to 5 days.

• Will you make a repair while you are at my HOUSE?

  We stock many commonly used parts and are prepared to make a repair while we are at your home. If your repair requires a non-stock part, we will call you with the cost to make the repair and advise you of the date we will return.

• Do you accept credit cards or have any other financing?

  All major credit cards - Visa, MasterCard, American Express, Discover and we also offer financing on approved credit.

• I only want an experienced technician. Can you send someone with a lot of experience?

  All of our technicians are highly skilled and well trained. They are all NATE certified and attend regular training classes throughout the year to learn about the newest equipment repairs, new parts and advanced technologies in the HVAC industry, including energy management, utility consumption, air quality, and equipment efficiency.

• What time will your technician arrive?

  We will give you a 4 hour window for the technician's arrival. We will call you when our technician is ready to be dispatched to your HOME and can give you enough time to meet our technician if you are at work or out of the home.

• Can I get a first morning call?

  We can schedule you for a first morning call on... (whatever day we have a first morning call available)

• Can my son/daughter let the technician in if I can't be there?

  As long as they are 18 years old, can give authorization to make a repair and pay our technician.

• What if I can't get home to meet you? Can I leave you a key?

  While we prefer that someone be at the house to let our technician in, we will send out a technician to inspect your equipment if you elect to leave a key under a mat or leave a door open. We require a Credit Card number on file and a not to exceed amount in the event that repairs are needed and we can not reach you by telephone.

• Are your technicians licensed and bonded?

  Yes, our technicians are all licensed and bonded.

• I don't have a problem with my equipment. I just want it checked out and to have the filter changed. What does that cost?

  A Maintenance inspection is $105.00 + parts for a full system inspection. Parts may be only a filter. Multiple systems are discounted at the technician's discretion, based on location, accessibility and condition.

• Do you charge to give me a price for new equipment?

  No. A Comfort Advisor will contact you (or talk to them if they are in the office) and schedule a time to come to your home and give you a price to replace your equipment.

• Do you service hydronic systems?

  Yes, our technicians are trained and skilled in the repair of heating systems using hot water.

• Do you service *** (a specific brand) equipment?

  We service all manufacturer's equipment. While the size or design may be different from one manufacturer to another, they are all built with similar properties.

• I am selling my house and the home inspector said I need to have my equipment inspected by a licensed HVAC contractor. Can you inspect my equipment? What does this cost?

  An "Escrow inspection" is billed on a time and material basis. $85.00 for the first 30 minutes and $30.00 for each additional 15 minutes that the technician is at your HOME. If repairs are warranted and you authorize us to make those repairs, parts would be at an additional cost. We ask you to forward a copy of your 3rd party inspector's report to our office so our technician is prepared to address the concerns quickly and thoroughly, costing you less than if we have to do a full system inspection for only one or two items of concern. We will provide you with a report documenting our professional evaluation of the condition of your equipment.

• Do you service COMMERCIAL or OFFICE buildings?

  Yes. We charge $85.00 for the first 30 minutes and $30.00 for each additional 15 minutes. Parts would be additional.

• What if you can't fix my equipment on the day you inspect it?

  We will provide you with a cost to make repairs and advise you of the availability of the parts needed. When the parts arrive in our shop we will call you to schedule an appointment to complete your repairs. Most repairs can be completed in 2 - 5 days.

• Why can't you give me an exact time?

  Our technicians do not know what the condition of your equipment is, or what type of repairs may be needed until they arrive at your home and conduct an inspection. Some repairs can be completed in 30 minutes. Others can take several hours. Repairs required at a property will dictate how long a technician is at a home. We allow our technicians as much time as is needed to complete a repair. We will provide you with the same service and appreciate your understanding.

• I INSIST on an exact time!

  We have a 9:00 am appt on *** (whatever day We have the first 9:00 appt)

• I want a 2:00 pm appointment!

  Most of our calls are addressed between 9 am to 6 pm. We will do our best to accommodate your 2:00 time. We can not promise you an exact time because if our technicians are not able to meet you at 2:00 you will be disappointed. We can offer you a 2 - 5 appointment.

• My air conditioner just broke and I can't be home till 8 o'clock tonight.

  We can offer you an appointment for tomorrow (or whenever our next availability is).

• I don't want to wait till tomorrow. I want it tonight.

  We can provide you with an evening appointment at Overtime Rates. We charge $185.00 for the first 30 minutes and $45.00 for each additional 15 minutes the technician is at your HOME. Parts are extra. Some after-hours calls will require us to come back on another day. Part suppliers are closed and non stock parts would need to be ordered. It is in your best interest to wait for the next scheduled appointment during our normal business hours to avoid paying overtime rates.

• What is your LABOR WARRANTY POLICY?

  Scheduled Service and Warranty Work conducted during normal business hours only - Monday through Friday - 8 am to 5 pm - excluding legal holidays. Requests for Emergency Service outside these hours are billable at current after-hours rates. Our standard overtime rates are $185 for the first 30 minutes and $45 for each additional 15 minutes.

  
  

  Parts warranties:

  Manufacturer may request proof of maintenance records for warranty parts repairs or replacement. An annual maintenance contract is highly recommended.

  
  

  Warranty parts must be supplied by manufacturer. After-market parts can be used at current market pricing in lieu of waiting for manufacturer's parts. Warranty parts may take up to 7 to 10 days to get.

  
  

  Labor warranty does not cover:

  
  

  • Normal maintenance as outlined in the installation and servicing instructions or Owner's Manual, including filter cleaning and/or replacement and lubrication.
  • Failure, damage or repairs due to misuse, abuse, improper servicing, unauthorized alteration or improper operation.
  • Failure to start due to voltage conditions, blown fuses, open circuit breakers, or damages due to the inadequacy or interruption of electrical service.
  • Failure or damage due to floods, winds, fires, lightning, accidents, corrosive environments (rust, etc) or other conditions beyond the control of Company.
  • Failure or damage due to any utility interruption - gas, electrical or water.
  • Plugged condensate drains.

  If there is any correction of charges our office will address them the next business day.