Get help with heating or cooling

Before you call

Write these down before you call.

• Your ZIP code. Calls are routed by area.
• What the system is doing. No heat, no cooling, air that never gets warm or cold enough, a unit that turns on and off every few minutes, a new noise, a smell, or water around the equipment.
• When it started, and whether anything changed just before, such as a power outage, a new thermostat, or a storm.
• What kind of system you have and what fuel it uses. Furnace, boiler, heat pump, or central air; gas, electricity, propane, or oil.
• The model and serial numbers from the label on each unit, and the installation date if you know it. Take a photo of the label.

Questions to ask before work starts

For a replacement: will you do a load calculation? A load calculation works out how much heating and cooling the house needs. Section M1401.3 of the 2024 International Residential Code, a model code that states and cities can adopt, says heating and cooling equipment shall be sized from building loads calculated with ACCA Manual J or another approved method. Sizing a new system to match the old one skips that step.

Is the technician EPA Section 608 certified? Anyone who connects gauges to an air conditioner or heat pump, or adds or removes refrigerant, counts as a technician under EPA rules and must hold Section 608 certification, which means passing an EPA-approved test. Supervised apprentices are the exception.

Is a permit needed, and who gets it? Depending on where you live, replacing equipment may require one. The Federal Trade Commission lists a contractor who asks you to get the building permits as a sign of a scam.

What exactly is in the estimate? The FTC advises getting more than one estimate, in writing, with a description of the work, the materials, a completion date, and the price. For heating and cooling, ask that the estimate name the equipment by model number and say what happens to the old unit, the ductwork, and the thermostat.

How to check a license

Licensing rules for heating and cooling contractors differ from place to place. The FTC’s advice applies: confirm the license with your state or county government, and ask the contractor for proof of insurance. Be wary of anyone who wants the full amount up front or in cash only.