Emergency
No cooling. No heat. No answer anywhere else.
The after-hours line rings a dispatcher who can see where every van is, not a message service.
Before anything else
If you smell gas or burning, or see scorching around the equipment, shut the system off at the thermostat and the breaker, leave the house if the smell is strong, and call the gas utility before you call us.
What it usually is
Six symptoms, and what is safe to do about each one until we get there.
No cooling
It runs and the air is not cold, or it will not start at all.
Do this: Switch the thermostat to off. Do not keep resetting a breaker that trips — that is the system protecting itself, not a glitch.
No heat
Nothing happens when it calls for heat, or it lights and shuts back off.
Do this: Switch off at the thermostat. If there is any smell of gas or burning, read the note above before you do anything else.
Electrical smell or scorching
A burning-plastic smell, a breaker that keeps tripping, or scorch marks near the equipment.
Do this: Shut off at the breaker, not just the thermostat. Leave the room — or the house — if the smell is strong. This one does not wait for morning.
Water around the air handler or furnace
Standing water, a stained ceiling below a closet, or a system that has already shut itself off.
Do this: Leave the system off. Do not run a wet-vac near live electrical components — getting the water out safely is our job, not yours.
Frozen system
Visible ice on the refrigerant lines or across the indoor coil.
Do this: Switch to fan-only, or off entirely, and let it thaw. Running a frozen system harder turns a small repair into a bigger one.
Thermostat dead
A blank screen with no response, no matter what you press.
Do this: If it is battery-powered, check the batteries first. Beyond that, leave it alone — a miswired thermostat is a five-minute call for us and an easy way to damage a control board on your own.
Availability
Seven days, including evenings.
The after-hours line rings a dispatcher who can see where every van is, not a message service.