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Is it urgent? Call now, same day, or can wait
Find what's happening and see how quickly it needs attention — at home or at work.
Safety first: gas smell or carbon monoxide alarm
Get everyone outside. Don't switch anything on or off. From outside, call 911 or your gas company. We repair the equipment once it has been made safe — this is not something to wait on a call-back for.
Call now
Safety risk, damage spreading, or vulnerable people without heating or cooling. Call during our hours and say it's urgent.
Same day
The system isn't working but nothing is at risk. Call early; we'll aim to come the same day.
Can wait
Working, but not right. Book a visit in the next week or two.
| What's happening | Where | What to do |
|---|---|---|
| Call now | ||
| Burning or electrical smell that doesn't fade | Home Business | Turn the system off at the thermostat and the breaker. Call us. |
| Water leaking through a ceiling or near electrics | Home Business | Switch the system off, contain the water, call us. |
| No heat in cold weather with an elderly person, infant or someone unwell at home | Home | Call us and say so. Use safe electric heaters meanwhile — never a gas oven or grill. |
| No cooling in a heat wave with someone vulnerable to heat | Home | Call us. Move to the coolest room or a cooling centre meanwhile. |
| Server room or cold-storage cooling has stopped | Business | Call us. Open doors or shut down non-essential equipment to limit heat. |
| Same day | ||
| No heat on a cold day | Home Business | Check the thermostat mode, batteries and breaker first, then call. |
| No cooling on a hot day | Home Business | Check the filter and breaker; if the outdoor unit hums but the fan doesn't spin, switch off and call. |
| Ice on the indoor unit or refrigerant lines | Home Business | Turn cooling off, leave the fan on to thaw, call us. |
| Breaker trips again after one reset | Home Business | Leave it off. Don't keep resetting it. |
| Rooftop unit down in an occupied building | Business | Call early with the unit's location and roof access details. |
| Can wait | ||
| New rattle or hum, but it heats and cools | Home Business | Book a visit. If it becomes grinding or screeching, switch off and call. |
| Some rooms warmer or cooler than others | Home Business | Book a visit; bring a note of which rooms and when. |
| Energy bills higher than usual | Home Business | Change the filter, then book a tune-up. |
| Thermostat screen blank | Home | Try new batteries and check the breaker; call if still blank. |
| Due for a tune-up or maintenance visit | Home Business | Book ahead — spring for cooling, autumn for heating. |
General guidance, not a guarantee of response time. We are not a 24-hour service; outside our hours, leave a message and call emergency services for anything unsafe.
Prevent the urgent ones
Most "call now" and "same day" problems give warning signs months ahead: a dirty flame sensor, a weak capacitor, a drain line starting to clog. A yearly tune-up for homes and twice-yearly visits for businesses catch most of them.