Question 1

How soon can you come out?

Accepted Answer

We know how stressful it can be when your heating or cooling isn’t working, especially when the weather’s at its worst. That’s why we do our best to get to you as quickly as possible.
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Typically, we can book repair visits for same-day or next-day service, and maintenance appointments might be a little further out. But don’t worry, we’ll work with you to find a time that fits your schedule. Our calendar fills up fast during peak hot/cold months, so the earlier you book, the better chance you have at snagging your preferred spot.

Appointments are typically scheduled within approximate time frames based on the day’s workload and previously scheduled jobs. If we’re running behind, we’ll contact you as soon as possible with an updated arrival time. Before arriving, we will call or text to let you know we’re on the way.
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If you’re dealing with an emergency, like no heat in the middle of winter or no AC during a heatwave, just give us a call. We’ll make your home a priority and get your system back up and running as soon as we can.

Question 2

What is the diagnostic fee, and can it be waived?

Accepted Answer

The diagnostic fee is an $80 upfront service charge that includes the home visit and professional system diagnosis. Diagnosing HVAC systems requires skill, experience, and specialized tools, and this fee reflects the time and expertise needed to accurately identify the issue.
 
Beginning in January 2026, diagnostic fees will no longer be waived or applied toward repair costs. We’ve adjusted add-on pricing for other services to keep overall costs fair and transparent for our customers.

Question 3

Are you open at night or on weekends?

Accepted Answer

We’ve got your back around the clock for real emergencies - we're just a call or text away. We understand that some situations just can’t wait.
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That said, we also value our family time. So if a request falls outside regular hours (Monday-Friday from 8am-6pm), we may apply a $100 convenience fee to reflect the time taken away from home.

Question 4

What is (and isn’t) considered an HVAC emergency?

Accepted Answer

We understand that losing heating or cooling can feel urgent, but not every HVAC issue requires emergency service. After hours, we prioritize situations that involve safety concerns, extreme temperatures, or the potential for serious damage to your home.Examples of HVAC emergencies include:Your AC stops working during extreme heat, especially during heat advisoriesYour furnace stops working during freezing temperaturesSafety concerns, such as:Possible carbon monoxide issuesElectrical problemsBurning smells or other signs of a potential hazardVulnerable individuals in the home, including young children, older adults, or individuals with medical conditions or disabilitiesDrainage issues actively causing water damage to your home
Examples of issues that may be important but typically are not emergencies:Routine maintenance or seasonal tune-upsUnusual noises (such as rattling or buzzing) when your system is still heating or coolingMusty or dusty smells coming from ventsWeak airflow in some rooms while the system is still cooling or heating most of the homeA system struggling to keep up during extreme weatherExample: It’s 96°F outside, and your home is staying around 78°F when you would prefer 72°FAn AC system that isn’t cooling during mild or cool weatherA furnace that isn’t heating during warmer monthsIf your issue falls into the “not an emergency” category, we can get you scheduled during normal business hours and take a look as soon as possible.We know HVAC problems are frustrating, but these situations usually don’t require waking up the neighborhood (or your HVAC technician 😄) for a late-night weekend visit. If you’re unsure whether your situation qualifies as an emergency, give us a call. We’re happy to help you figure out the best next step.

Question 5

What geographic areas do you service?

Accepted Answer

We proudly serve residential locations in Shelby County, including:
Arlington
Bartlett
Collierville
Cordova
Eads
Germantown
Lakeland
Memphis
Millington

We also serve South Tipton County, including:
Atoka
Brighton
Drummonds
Munford

If you’re nearby but don’t see your town listed, give us a call. We may still be able to help!

Question 6

What types of systems do you work on?

Accepted Answer

We work on most standard residential heating and cooling systems, including:
✅ Heat pumps
✅ Gas furnaces
✅ Package units
✅ Air handlers (electric furnace)
✅ Central A/C – Communicating split systems
✅ Central A/C – Standard split systems
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We do not service:
❌ Commercial HVAC systems
❌ Mini-splits (ductless systems)
❌ Window units
❌ Portable A/C units
❌ In-floor furnaces
❌ Space heaters
❌ Generators
❌ Water heaters
❌ Refrigerators
 
Not sure what kind of system you have? Reach out! We’re happy to take a look and point you in the right direction.

Question 7

How can I prepare for your visit?

Accepted Answer

To help us serve you quickly and safely, it’s helpful if you can:

Clear the area around your thermostat, furnace, and outdoor AC unit (if applicable) so we can access your system easily.
Make sure attic ladder is accessible if your system is located there.
Secure pets if they’re nervous around strangers. We love friendly dogs, but bites are a safety risk.
Ensure someone over the age of 18 will be home during your appointment.
Note any unusual symptoms or issues you’ve noticed. This can help us better identify intermittent issues.

Following these steps helps us complete your service efficiently and safely while keeping your home protected.

Question 8

Do you service systems at rental properties?

Accepted Answer

Yes, we can service residential rental properties within our service area.To respect everyone’s time (including landlords, property managers, tenants, and our team), we require a pre-approved spending cap to be established prior to the visit. If more extensive repairs are needed, we’ll provide details and obtain approval before moving forward. For clarity and authorization, all repair approvals and pricing discussions are handled directly with the property owner or manager.Payment is due within 48 hours of job completion and can be made by credit card or ACH through the emailed invoice.Scheduling is typically coordinated through the landlord or property manager. A tenant over the age of 18 must be present, or clear access instructions must be provided at the time of booking.To view our complete terms of service for rental properties, view our Rental Property Service Authorization Form.

Question 9

What happens if I miss my appointment or need to reschedule?

Accepted Answer

We understand that plans can change. If you need to cancel or reschedule your appointment, please call or text us at least 1 hour before your scheduled time so we can adjust our schedule.

If an appointment is not canceled or rescheduled in advance and no one is home when we arrive, we will attempt to contact you by phone to see if you are on your way. If we do not receive a response within 10 minutes, we will move on to the next scheduled appointment.

Due to our wide service area, travel time between appointments can often be 30 minutes or more. An $80 trip charge will be billed for missed or no-show appointments to cover time and fuel expenses.

A quick notice helps you avoid an unnecessary trip charge, keeps our schedule on track, and prevents wasted travel time.

Question 10

Can you replace my system?

Accepted Answer

Our focus is on helping you get the most out of your current system through honest repairs and reliable maintenance. We would much rather save you money with a repair than upsell you for a system replacement. If it turns out that your unit can’t be saved, we'll bring in a trusted local partner who shares our standards for quality work and customer care, ensuring that your install is done right.

Question 11

Do repairs and maintenance come with any type of warranty or guarantee?

Accepted Answer

Yes! All of our repair and maintenance services include a 90-day labor guarantee. That means if the same issue we repaired happens again within 90 days, we’ll come back out and fix it without charging additional labor.
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Here’s what you can expect:
Labor coverage: Our warranty covers the work we perform during your repair or maintenance service.
Parts coverage: Any replacement parts are backed by the manufacturer’s warranty, which can vary depending on the part and brand.
What’s not covered: Issues that are unrelated to the original repair, new breakdowns, or damage caused by lack of maintenance, misuse, or outside factors (like power surges or animals) aren’t included in the warranty.
 
After the 90-day period, any new repairs are billed at our regular rates, but you’ll always receive upfront pricing and clear recommendations before we do any work.

Question 12

Can I buy the part from you and fix it myself?

Accepted Answer

We don’t sell parts separately. Chillax Heating and Air Conditioning is a service company, so parts are supplied and installed as part of our repair services.
 
When a part fails, our goal is to identify why it failed so we can help prevent the same issue from happening again. That level of diagnosis isn’t possible if we only supply the part without servicing the system.

Question 13

If I buy the part myself, will you fix my system for a lower cost?

Accepted Answer

Typically, no. We already do everything we can to keep costs low for our customers without compromising on quality. In addition, we can’t guarantee the quality, compatibility, or reliability of customer-supplied parts.
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In some cases, if we determine we can work with a part you provide, the repair may not be eligible for our guarantee and could require additional labor for modifications or extra troubleshooting, which may increase the total cost.
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Using parts we supply allows us to fully stand behind the repair and honor our labor guarantee, helping you save money and giving you peace of mind.

Question 14

When is payment due for services?

Accepted Answer

Payment is due at the time of service once the work has been completed. If you need to make special arrangements, please let us know before your appointment.

For repairs requiring multiple visits or special-ordered parts, a deposit may be collected at the initial visit. The remaining balance would then be due upon completion. This is handled on a case-by-case basis.

Question 15

What payment methods do you accept?

Accepted Answer

We're set up to take whatever payment method works best for you! We're currently able to accept:CashCheckVisaMastercardDiscoverAmerican ExpressCashAppVenmo
Waiting for payday? You can buy now and pay later through Affirm, Klarna or Afterpay.

Question 16

Do you offer any financing options?

Accepted Answer

Yes! We offer flexible financing options to make larger projects more manageable. In addition to the buy now, pay later services mentioned earlier, we’ve partnered with Hearth to provide monthly payment plans for projects totaling $1,000 or more.
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To learn more or explore your options, check out our Financing page. You’ll also find a handy calculator to estimate what your monthly payments could look like.

Question 17

Do you have an annual maintenance plan?

Accepted Answer

Yes! Our Chillax Premium Membership makes annual AC and furnace maintenance easy and budget-friendly. Benefits include:

Annual AC and furnace tune-ups with seasonal reminders
Bi-annual standard filter replacements (1" sizes)
Refrigerant recharge (up to 2 lbs R410a or 1 lb R22 equivalent)
Reduced diagnostic fee ($60)
Two after-hours/emergency calls per year without the convenience fee

Membership is $20/month (+$12 for each additional system) or $200/year (+$120 annually per additional system).

You’re always in control. Update your payment info or cancel anytime.

Learn more and sign up for Chillax Premium here.

Question 18

How can I update my payment information or cancel my Chillax Premium membership?

Accepted Answer

No sweat! Just head over to the Membership page of our website, and click "Manage Payment Information". When it asks you to log in, just enter the email address tied to the membership. You'll receive a link to your customer portal on our Stripe payments platform, where you can change your payment information, update your billing address, or cancel your membership.

Question 19

What steps do you take to protect my privacy?

Accepted Answer

We take several measures to safeguard your personal information and respect your privacy:
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We collect only the information needed to provide service and maintain accurate records.
Any photos we take focus solely on HVAC equipment and the work performed - never customer faces, personal items, or identifying details.
We do not record audio of phone calls or in-home conversations, except in rare situations where safety may be at risk.
Membership payment information is entered directly by customers through Stripe.
All other card transactions are processed securely through QuickBooks, and we cannot view or store full card numbers.
We never sell or share customer information.

For more information, check out our full Privacy Policy.

Question 20

Why is your company called Chillax?

Accepted Answer

The name “Chillax" comes from the early-2000s slang term “chillax,” short for “chill and relax.”

We chose it because our work is about comfort and peace of mind - helping homeowners stay comfortable without unnecessary stress. Our goal is to help you chill (literally and figuratively) once the job is done.

Question 21

What makes you different from other HVAC companies?

Accepted Answer

We’re a locally owned business built on honesty, quality work, and real relationships with the people we serve. When you call us, you’re not getting a sales pitch. You’re getting a technician who takes the time to explain what’s going on with your system, offers clear options, and follows through with reliable, high-quality repairs and maintenance.
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You’ll always know what to expect: no surprise fees, no upselling, and no shortcuts.
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At the end of the day, we’re here to help you stay comfortable. We strive to be the kind of company you feel good about calling again.
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Still not sure? Check out what our customers are saying in our Google reviews.

Frequently Asked Questions