Carnes and Sons Air Conditioning - Frequently Asked Questions

Q: My AC just stopped working and it's Saturday! Can you come out today?

A: We offer emergency service outside our regular Monday-Friday 8-5 hours for a $99 fee. Emergency calls are handled first-come, first-served, with priority given to maintenance agreement customers. Call our office to be added to the emergency list.

Pro tip: Consider investing in a portable AC unit (around $250) to keep on hand for emergencies. It's a one-time purchase that can keep you comfortable while waiting for service and help you avoid repeated emergency fees. Think of it like having a spare tire!

Q: You installed my system last year. Why isn't this repair covered under warranty?

A: Our installation warranty covers workmanship for one year. The equipment itself is warrantied by the manufacturer. Common issues NOT covered include:

• Clogged drain lines
• Lack of maintenance (dirty filters, coils)
• Refrigerant leaks from corrosion
• Damage from power surges
• Normal wear and tear

Q: Why do I have to pay for a service call if it's under warranty?

A: Diagnostic/service call fees cover our time and expertise to determine if the issue is warranty-related. If it's a warrantied repair, only the service call fee applies. If it's not covered, you'll be informed of repair costs before we proceed.

Q: My drain line is clogged and there's water everywhere.

A: Drain lines require regular maintenance, just like any drain in your home. They are not covered under any warranty. We recommend:

• Pouring 1 cup of vinegar or Green Gobbler down the drain monthly
• Having annual professional cleaning
• Adding drain line service to your maintenance agreement

Q: I had another company look at my AC because you were not available and it was an emergency.

A: Having another contractor work on your system voids our workmanship warranty. We stand behind our work and need the opportunity to address any issues first. Always call us during the warranty period to protect your coverage.

Q: Why can't you just tell me what's wrong over the phone?

A: HVAC systems are complex. Without proper testing and visual inspection, we could misdiagnose the issue, leading to unnecessary costs and continued problems. Our trained technicians need to evaluate your system in person.

Q: It's 95 degrees! This is an emergency - why can't you come right now?

A: We understand your discomfort. During peak season:

• We schedule based on availability, first-come, first-served
• Maintenance agreement customers get priority
• Emergency service is available after-hours for $99
• Running fans, closing blinds, and staying hydrated can help while you wait

Q: Why do I need to change my filter so often?

A: Filters protect your system and your warranty. Dirty filters cause:

• System freeze-ups
• Reduced efficiency (higher bills)
• Equipment failure
• Poor air quality Check filters monthly, change as needed (usually every 1-3 months).

Q: Can you match this other company's price?

A: We price our services based on:

• Licensed, insured, trained technicians
• Quality parts and equipment
• Proper installation that protects your warranty
• Standing behind our work We believe in fair pricing for professional service rather than being the cheapest option.

Q: Why do I need annual maintenance if my system is working fine?

A: Just like your car, your HVAC system needs regular maintenance to:

• Prevent unexpected breakdowns
• Maintain manufacturer warranty requirements
• Keep energy bills low
• Extend equipment life
• Catch small issues before they become expensive repairs

Q: Someone needs to be home during service? I work Monday-Friday!

A: A responsible adult (18+) must be present for:

• Safety and liability reasons
• Access to all areas
• Approval of any additional work needed
• Payment collection Consider asking a trusted neighbor or family member to be present.

Q: The manufacturer warranty says 10 years. Why won't they cover this?

A: Most manufacturer warranties require:

• Professional installation (completed ✓)
• Registration within 60-90 days
• Annual professional maintenance
• Proper filter changes Without these, warranties may be reduced to 5 years or voided entirely.

Q: My house isn't cooling evenly.

A: Uneven cooling can result from:

• Original ductwork design
• Home additions or renovations
• Blocked vents or returns
• Sun exposure/insulation issues
• Improper system sizing We can evaluate and provide solutions, but this is typically not a warranty issue.

Still have questions? Call us Monday-Friday 8 AM - 5 PM. We're here to help! Emergency service available after hours: $99 fee applies.