Live help

Q: What should I do if my heating system doesn’t work?
A: If your heating system isn’t working, first check to see if the heating system is turned ON. Then double-check that the circuit breakers are on, as it is common for the circuit breakers to trip. This may save you the cost and inconvenience of an unnecessary service visit and will ensure our technicians are working where they are most needed. If at this point you still don’t get heat, call us immediately.

When a service technician arrives, let him know everything you did to the system before he begins working on it. You should also let him know if anything out of the ordinary happened, like an unusual noise, a strange smell, or smoke.

In many cases, this will help the technician find the problem — and get your heat back on again — faster.
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Q: What is a cracked heat exchanger?
A: The heat exchanger is the main component of your furnace. If the heat exchanger has a crack or a rust hole, combustion fumes (including carbon monoxide) can contaminate the air in your home. This is a potentially deadly situation and should be addressed IMMEDIATELY. A cracked heat exchanger is not a simple furnace repair; in fact, it usually requires replacing the entire furnace. If you suspect that you might have a cracked heat exchanger or a carbon monoxide problem caused by your furnace, turn the system off immediately. Then call us right away for service.

Q: Is there anything you can do about the smell of heating oil?
A: Yes! As long as your heating system is working properly, you should not smell oil in your home. If you do, it means something is WRONG! A heating oil smell could come from a leak, combustion or burner troubles, heat exchanger failure, or exhaust system problems. Call us and we’ll come over to correct the problem. If you have a leak, we’ll remove the oil and help get the smell out of your home. If you ever smell oil coming from your vents, call us immediately. That’s an indication of a faulty furnace that may be releasing dangerous gasses in your home.

Q: I’ve been buying my oil from a dealer in the area who sells cheap oil, but they don’t do equipment service. If I lose my heat, can you help me?
A: We offer automatic delivery and 24-7 emergency service for our customers. As we need to give the highest priority service to our current customers, we are therefore unable to make equipment service calls if you are not our customer. Contact us today to learn about becoming a customer

Q: What type of service plans do you offer?
A: We offer two levels of protection for your heating system: Value and Advantage. The Advantage Plan costs more but eliminates most repair bills. For a modest fee, our Value Plan provides you with our precision tune-up and discounts on repairs. We also provide service plans for air conditioning systems. For your oil tank, you can get protection for a nominal fee through the TankSure® program.

Q: At what temperature should I set my thermostat?
A: Different people feel comfortable at different temperatures. Pay less attention to the number on the thermostat display (or the position of the temperature indicator on a non-digital display) and more attention to how comfortable the room feels to you. When you feel comfortable, check the setting. That’s the right temperature for you. Learn about programmable thermostats which can help cut energy costs and give you greater convenience!

Q: Why does it cost so much to run an air conditioning system?
A: Air conditioners run on electricity, and electricity is the most expensive energy source. Converting fuels like coal or natural gas into electricity is inherently inefficient. What’s more, much of the original electricity generated at the power plant is lost during transmission over power lines. So, according to the U.S. Department of Energy, by the time it reaches your home, electricity is only 33% efficient on average. Keep your A/C system as efficient as possible with an annual tune-up! Or learn more about purchasing a new A/C unit. Call to discuss how a new unit can save you money.

Q: Do I really need a tune-up for my air conditioning system?
A: An air conditioning tune-up and inspection will help catch service problems before they get you hot under the collar. Many breakdowns occur on the hottest day of the year because that’s when your A/C is under the most stress. And because a tune-up ensures that your system will run at peak efficiency, you’ll lower your electric bills. A system that’s running efficiently can save you about 10% on your cooling costs. So give us a call to schedule your annual tune-up!

Q: What should I do each spring before my I start my air conditioning system for the first time?
A: Follow these steps:

  • Make sure all A/C power switches are off.
  • Uncover the outdoor unit (condenser).
  • Use a garden hose to wash off the outdoor unit.
  • Pour some bleach down the condensate drain.
  • Clean or replace the air filter (do this on a regular basis during the cooling season).

During the cooling season, you should:

  • Trim away weeds or other vegetation that grows near the outdoor unit.
  • Avoid planting any trees or shrubs within 16 inches of the outdoor unit.

Q: Do you use your own installation specialists or do you hire subcontractors?
A: We use only our own certified, factory-trained technicians. We never hire subcontractors. Our heating and cooling technicians are the most highly trained in the industry. To use subcontractors would be like taking a step down. Your comfort and our reputation are too important to put in anyone else’s hands.

Q: Why should I invest in a service plan?
A: For peace of mind. Our plans include a preventive maintenance tune-up, a guaranteed fast response when you need us, and savings on repairs. Depending on the plan you choose, you either get a big discount on dozens of repairs or pay absolutely nothing for them.

Q: Why are tune-ups important?
A: Records show that four out of five system breakdowns could have been prevented with regular maintenance. A tune-up for your heating and/or cooling system will reduce the chance of a breakdown, keep your system running at peak efficiency and cut your energy bills by up to 10%.

Q: Which plan is best for me?
A: It depends on the level of protection you want. The Advantage Plan costs more but eliminates most repair bills, giving you peace of mind. For a more modest fee, the Value Plan provides you with our expert tune-ups – for lower fuel bills and fewer system problems – and a discount on many repairs.

Q: How do I save on repairs?
A: Our service plans can save you hundreds or even thousands of dollars on repair costs over the life of your system. Without a service plan, replacing a furnace’s blower motor would cost around $412. Installing a new fuel pump would set you back by about $271. With our Advantage Plan, replacing these parts—and most others that typically need repair or replacement at some point—costs you nothing. With the Value Plan, you get a 15% discount on repairs and a 50% discount on diagnostic fees.

Q: Can I spread out my service plan cost into smaller payments?
A: Yes. We can divide the cost of your service coverage into smaller payments through our monthly SmartPay program. Contact us for details.

Learn more about service and repair