Frequently Asked Questions

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. ​ 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. ​ 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.

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.

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. ​ 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.

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!

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 ​ 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.

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 written pre-approval via text or email for up to $500 worth of work 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. If we’re unable to access the system at the scheduled time, an $80 trip charge may apply.

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.

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.

Yes! All of our repair and maintenance services include a 90-day labor guarantee.(/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. ​ 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.

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.

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. ​ In some cases, if we determine we can work with a part you provide, the repair may not be eligible for our guarantee (/labor-guarantee)and could require additional labor for modifications or extra troubleshooting, which may increase the total cost. ​ 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.

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.

We're set up to take whatever payment method works best for you! We're currently able to accept: • Cash • Check • Visa • Mastercard • Discover • American Express • CashApp • Venmo Waiting for payday? You can buy now and pay later through Affirm or Afterpay.

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. ​ To learn more or explore your options, check out our Financing (https://www.chillaxhvac247.com/financing)page. You’ll also find a handy calculator to estimate what your monthly payments could look like.

Yes! Our Chillax Premium Membership (https://www.chillaxhvac247.com/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.(https://www.chillaxhvac247.com/membership)

No sweat! Just head over to the Membership (https://www.chillaxhvac247.com/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.

We take several measures to safeguard your personal information and respect your privacy: ​ • 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.(/privacy-policy)

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.

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. ​ You’ll always know what to expect: no surprise fees, no upselling, and no shortcuts. ​ 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. ​ Still not sure? Check out what our customers are saying in our Google reviews.(https://www.google.com/search?sca_esv=0f6e5b6ea1476d14&biw=1528&bih=834&sxsrf=AE3TifM3oIHqCjdIUnf0w8jPe7irubXnOw:1752300277536&si=AMgyJEtREmoPL4P1I5IDCfuA8gybfVI2d5Uj7QMwYCZHKDZ-E3Vp_WeU1Lem1N4d5j6I65BqgIvXzSexcNbQmsdYe2J1Zs3rVD8bfLhh2RlTSRvOGuaGUJznccupUvu2nDvIDoWxrvNsx-WKVl_1kC__3-QuVTxNJN3j1iznMSbuxvEf48TZ4rA%3D&q=Chillax+Heating+and+Air+Conditioning+LLC+Reviews)