Frequently Asked Questions

Curious about something? Let’s clear the air. These are the questions folks ask most.

About Chillax - Scheduling, Services & Payments

Are you open at night or on weekends?

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.

How soon can you come out?

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.

What types of systems do you work on?

We work on most standard residential heating and cooling systems, including:

✅ Heat pumps

✅ Gas furnaces

✅ Package units
✅ Central A/C – Communicating split systems
✅ Central A/C – Standard split systems
✅ Central heat & A/C - Propane or natural gas

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

Not sure what kind of system you have? Reach out—we’re happy to take a look and point you in the right direction.

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

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.

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) 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.

Can you replace my system?

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.

What payment methods do you accept?

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 Afterpay or Klarna.

Do you offer any financing options?

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 page. You’ll also find a handy calculator to estimate what your monthly payments could look like.

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

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.

What makes you different from other HVAC companies?

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.

Maintenance Recommendations

Can I do any maintenance myself?

Yes! There are a few simple things homeowners can do to help keep their HVAC system in good shape between professional visits:

Change your filter regularly – Typically every 1–3 months, depending on your filter and household.
Keep vents and registers clear – Make sure furniture, curtains, or rugs aren’t blocking airflow.
Trim plants around your outdoor unit – Leave at least 2 feet of space on all sides so it can breathe.
Clear debris from the outdoor unit – Especially after storms or when leaves and pollen are falling.
Flush the drain line – Pouring a small amount of vinegar or bleach into the drain line can help prevent clogs and odors. Check out this short video to learn how - Quick AC Maintenance Tip: Cleaning the Drain Line

If you're ever unsure, we’re happy to walk you through it or take care of it during your next tune-up.

How often should I replace my air filter?

For most homes, once every 1–3 months is a good rule of thumb.

Every month if you have pets, allergies, or a high-traffic home.
Every 2–3 months if your system is lightly used or you live alone without pets.

Regular filter changes help your system run efficiently, improve air quality, and prevent unnecessary wear and tear.

How often should I schedule an HVAC system tune-up?

We recommend two tune-ups per year:

One in the Spring for your air conditioning system
One in the Fall for your heating system

Seasonal maintenance keeps things running smoothly, extends the life of your equipment, and helps catch small problems before they become expensive repairs.

Do new systems need to be cleaned and maintained?

Definitely. Even brand-new systems need regular tune-ups to stay in warranty and perform their best.

Most manufacturer warranties require professional maintenance—and skipping it could void your coverage.
Dust, debris, and algae can still build up inside new systems, especially in high-humidity areas or homes with pets.
Regular checkups help keep everything calibrated and running efficiently, which protects your investment.

Think of it like getting oil changes for a new car: It keeps things in top shape and avoids early wear and tear.

Is it worth maintaining an older system?

Yes, especially if you're trying to get a few more years out of it before replacement. Regular maintenance helps older systems:

Run more efficiently and safely
Break down less often
Last longer, even past their expected lifespan
Give you early warning signs of issues, so you're not caught off guard

HVAC systems can surprise you with how long they last when you stay on top of maintenance and catch small issues early.

What’s included in an A/C tune-up?

A proper air conditioning tune-up includes a full check-up to keep your system running smoothly when the heat hits. Here’s what we typically do:

Inspect and clean condenser coils
Check refrigerant levels and pressures
Test electrical components and connections
Inspect the blower motor and belt
Check the condensate drain line
Check thermostat operation
Measure temperature split (supply vs. return)
Check and tighten all connections
Lubricate moving parts, if needed
Replace the air filter (if customer provides)

This helps your A/C run efficiently, keeps your energy bills in check, and reduces the risk of breakdowns in the middle of summer.

What’s included in a heating tune-up?

When colder weather rolls in, a heating tune-up helps ensure your system is safe, reliable, and ready to go. Here’s what we typically inspect and service:

Inspect heat exchanger for cracks or damage
Test safety switches and limits
Check and adjust burners (gas systems)
Inspect flue and venting (gas systems)
Measure carbon monoxide levels
Check and test the thermostat
Inspect blower motor
Lubricate moving parts
Test electrical components and connections
Replace the air filter (if customer provides)

Routine tune-ups improve performance, catch safety concerns early, and help extend the life of your system.

System Troubleshooting

Why is my A/C blowing warm air?

If your A/C is running but blowing warm air, it can be frustrating—especially on a hot day. Before you call for service, here are a few simple things you can check:

Thermostat Settings – Double-check that it’s set to cool and the fan is set to auto, not on.
Thermostat Batteries – Some thermostats stop working properly when their batteries run low. Try replacing them with fresh AA or AAA batteries.
Air Filter – A dirty filter can restrict airflow and cause your system to freeze up. If it’s clogged, replace it with a clean one.
Tripped Breaker – Your indoor unit might still be running even if the outdoor unit isn’t. This sometimes happens after a power surge or storm. If you reset the breaker and it immediately trips, do not try it again.

If everything looks good and it’s still not cooling, it might be time for a professional diagnosis. We’ll find the issue and get your system blowing cold air again in no time.

Why won’t my system turn on at all?

If your system isn’t turning on, here are a few things you can check before calling for service:

Thermostat issues: Make sure it’s set to cool or heat (depending on the season), and that the temperature is set a few degrees above or below the current room temperature. If the screen is blank, try replacing the batteries. For smart thermostats, you may need to charge the battery.
Tripped breaker: Check your home’s electrical panel for a tripped breaker and reset it if needed.
Blown fuse or safety switch: Some systems have a float switch that will shut things down if there’s a clogged drain line. If you see water near your unit, that might be the cause.
Loose wiring or disconnect switch: If any recent work has been done (like duct cleaning or construction), a wire or switch may have been accidentally bumped.

Why is there weak airflow from my vents?

If the air is cool but barely coming out of the vents, check the following:

Check your air filter: A dirty filter can restrict airflow dramatically. Replace it if it’s dirty or hasn’t been changed in the past 1–3 months.
Blocked or closed vents: Make sure your supply and return vents are open and not blocked by furniture or curtains.
Duct issues: Leaky, disconnected, or crushed ducts (especially in the attic or crawl space) can reduce airflow to parts of your home.
Blower motor issues: If the blower isn’t working correctly, it won’t push air through the system properly. This usually requires professional service.

Why is my system running constantly but not cooling well?

If your system is running nonstop but the house isn’t getting cool, here’s what to check:

Dirty air filter or coils: Restricted airflow from a dirty filter or a dirty evaporator/condenser coil can make the system struggle to keep up.
Refrigerant issues: Low refrigerant (usually from a leak) can reduce cooling performance dramatically. This needs a pro to check and repair.
Undersized or aging system: If your system is too small for your home—or just getting old—it may run constantly and still struggle to keep up, especially on hotter days.
Duct or insulation problems: Air could be escaping through poorly sealed or uninsulated ducts, especially in the attic.

Why is my thermostat not responding?

If your thermostat isn’t doing anything or won’t change the temperature:

Dead batteries: If your thermostat has batteries, try replacing them. This is often the fix!
Tripped breaker: A tripped breaker to the furnace or air handler can cause the thermostat to lose power.
Loose wiring or poor contact: Especially common with older thermostats or after a DIY install.
Wi-Fi/smart thermostats: If you're using a smart thermostat, check if it’s connected to Wi-Fi or shows an error code. Some smart thermostats also need to be manually charged because they aren't connected to a power source.

Why is there water around my indoor unit?

Seeing water near your indoor unit is usually a sign of a drainage issue:

Clogged condensate drain line: When your system cools the air, it also pulls moisture out. That water drains through a small pipe—and if that pipe is clogged with algae or debris, water can back up and leak.
Frozen evaporator coil: If there’s a refrigerant or airflow problem, the coil can freeze and then leak water as it thaws. You’ll often see ice on the copper lines or near the indoor unit.

Many systems have a float switch that shuts the unit down when the drain line is clogged. You may need to clear the line before it’ll run again.

Why does my system smell musty or like something’s burning?

Unusual smells from your system can signal a range of issues:

Musty smell: Usually caused by mold or mildew growing on the indoor coil, in the drain pan, or inside ductwork. It often means there's excess moisture somewhere in the system.
Burning smell: A light burning smell the first time you run the heat for the season is usually just dust burning off. But if you smell burning plastic or electrical, turn off the system and call right away.
Rotten egg smell: If you smell this while running heat (especially gas), leave the home and call your gas company—this can signal a gas leak.

Why are some rooms hotter or colder than others?

Uneven temperatures are a common problem and usually point to airflow, ductwork, or insulation issues:

Closed or blocked vents: Make sure vents are open and not covered by rugs, furniture, or curtains.
Duct layout issues: Some duct systems weren’t designed to evenly distribute air throughout the home.
Leaky or uninsulated ducts: Ducts that run through hot attics or crawl spaces can lose air before it reaches the room.
Zoning problems: If your system has zones with separate thermostats or dampers, they may need adjusting or repair.
Poor insulation: Rooms with little or no insulation in the walls, ceiling, or attic can heat up or cool down much faster than the rest of the house, making them harder to keep comfortable.

Should I reset my system—and how?

Yes, sometimes a simple reset can fix minor glitches.

Here’s how to do it safely:

Turn the thermostat to OFF.
Find the breaker for your HVAC system (often labeled AC or furnace in your electrical panel) and switch it OFF.
Wait 5–10 minutes.
Turn the breaker back ON.
Wait another few minutes, then turn your thermostat back to COOL or HEAT.

If the system doesn’t come back on or starts doing the same thing again, it’s time to give us a call.