FAQs

COVID-19 Concerns

How is Executive Cooling and Heating responding to COVID-19 concerns?
As an essential business, we remain open during our regular business hours of 8 am-5 pm, Monday -Friday, with emergency service available after hours. In response to COVID-19, we offer the following:-

Contactless check-out procedures to include proxy tablet signature by technicians with permission of customer, and payment by telephone, mail or online.

Technicians are equipped with PPE, including gloves, mask and hand sanitizer, and will wear PPE **upon customer request** in circumstances where social distancing is not possible. (For our technician’s safety, they will NOT be required to wear masks when entering attic spaces or when working in other extremely hot environments. Please respect their space when the heat level prohibits the wearing of a mask.

Postponement/rescheduling of maintenance visits, up to 60 days past the end of a contract period, UPON REQUEST, and when related to COVID-19 concerns or travel restrictions. NOTE: All other benefits of the maintenance agreement (ESA) expire on the original expiration date.

FAQ Topics

Energy Saving Maintenance Agreements (ESAs)

  1. What is an Energy Saving Maintenance Agreement (ESA)?
  2. What is included in the 21-point Tune-up?
  3. Does the ESA include repairs?
  4. What if I forget to schedule my maintenance or renew my ESA?
  5. Can I cancel my ESA?
  6. Can I transfer my ESA?
  7. Why doesn’t the ESA include filters?
  8. Where can I buy filters?
  9. When can I schedule my maintenance visits?

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What is an Energy Saving Maintenance Agreement (ESA)?
Much like an automobile, your AC system requires regular maintenance by a skilled professional. In fact, air conditioner manufacturers can require proof of regular maintenance before honoring the warranty on your system. Regular maintenance keeps your system in peak condition, causing the system to consume less energy while operating. Due to the environmental conditions in our sub-tropic climate, we recommend maintenance of your AC system twice a year. To meet this need, we offer our customers an Energy Saving Maintenance Agreement that includes (2) 21-point tune-ups annually, which are ideally scheduled 6 months apart. Customers who purchase an ESA receive those tune-ups at a discounted rate ($15 off the cost of two stand-alone tune-ups), as well as 15% off our flat rate pricing for any repairs needed (diagnostic fee not included). As an added benefit, our ESA customers are given priority scheduling and never pay an overtime rate if they need repairs outside of our regular office hours.

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What is included in the 21-point Tune-up?
During each of the Tune-Up visits, the technician will:

Measure efficiency of system
Clean evaporator coil in place (if accessible)
Rinse condenser coil
Measure compressor efficiency
Flush condensate drain
Apply anti-algae solution to drain pan
Inspect air filters (replace if provided by customer)
Inspect blower assembly
Test circuit boards
Test starting capabilities
Test safety controls
Safety-test heating coils
Inspect electrical wiring
Inspect relays
Inspect contactors
Tighten electrical connections
Measure volts & amps on motors
Monitor refrigerant pressure
Lubricate all moving parts
Inspect thermostat
Measure air temperature balance

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Does the ESA include repairs?
No. A maintenance visit is just like an oil change on your car. It is done to maintain the normal operation of your working system, not to repair any mechanical or electrical faults of a failed system. If the technician notes any repairs needed while performing the tune-up, he will bring those needs to the customer’s attention, present an estimate for those cost of those repairs, and make the repairs once approval is obtained from the customer. Due to time constraints of other maintenance or repair visits scheduled each day, and often the need to order parts, the technician may have to return to complete any necessary repairs on a future visit.

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What if I forget to schedule my maintenance or renew my ESA?
We work hard to serve our ESA customers in a timely manner and help them keep their AC systems In peak condition. As a courtesy (not an obligation), we contact our customers when it is time for a tune-up. It is the customer’s obligation to keep contact information up to date with our office and to respond in a timely fashion to our attempts to contact for scheduling or renewals. Renewal reminders are sent out annually, either by mail or email. If extenuating circumstances prevent the completion of a tune-up within the ESA period (365 days), we will, on occasion and at management’s discretion, allow the tune-up to be scheduled after the ESA expires. However, in these instances, the other benefits of the ESA will not be extended past the initial expiration date.

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Can I cancel my ESA?
You are welcome to cancel your ESA at any time, but due to the ongoing benefits included in our ESAs which start the day of purchase, ESAs are non-refundable.

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Can I transfer my ESA?
Yes. If you have an active ESA on your AC system(s), the balance of the ESA can be transferred to a new owner of the property, or, if you are moving to a new location within 25 miles of our business office, the balance of your ESA can be transferred to a similar system at your new place of residence.

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Why doesn’t the ESA include filters?
Air conditioning systems and their related duct systems come in a vast array of sizes. We simply do not have the warehouse space, nor the space in our technicians’ service vans, to stock every size of filter our technicians may encounter on any given day. Additionally, filter prices range widely, making it very difficult to achieve fair pricing if we were to include them in our maintenance contracts. Therefore, we request that our customers keep on hand a small stock of filters and provide them to our technician during the ESA tune-up visit for replacement of old filters. We do maintain a small stock of the most common filter sizes, and these can be purchased at least 24 hours in advance of your maintenance visit by calling our office. The advance notice gives our office time to check our stock, pull the in-stock filter(s), and place it them our technician’s service box in advance of your scheduled tune-up. It also gives you time to locate the proper filters elsewhere if we do not have the appropriate size of filter in stock. When your technician arrives to perform the ESA tune-up, simply hand him the filters and he will be happy to change them for you. (Note: Please provide advance notice to our office of any special equipment needed to change your filter(s), such as 10’ or higher ladders.)

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Where can I buy filters?
Filters can be purchased online at www.filtersusa.com or a variety of other websites and shipped directly to your home. You may also find more common-sized filters at your local hardware store or home-improvement store. We recommend that our customers keep on hand two (2) of each filter needed for their HVAC system.

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When can I schedule my maintenance visits?
As a small business, we are proud to provide employment to our technicians, office staff and warehouse personnel. Most of them have families and enjoy spending time with their families. We encourage our employees to maintain a healthy balance between work and family and we protect our employees’ right to have time away from work on evenings, weekends and holidays. Because regular maintenance is important but not urgent, we schedule maintenance visits to occur only during our regular business hours of Monday through Friday, from 8:00 a.m. to 5;00 p.m., not including holidays. Emergency service is available as described in the HVAC Service and Repair FAQs section, below.

HVAC Service and Repair

  1. What is a Diagnostic Fee?
  2. What is “Flat Rate Pricing?”
  3. What if I can find a part at Home Depot for less?
  4. What constitutes “Emergency Service?”
  5. When and how do I pay for repairs?
  6. Can I get a discount?
  7. What is considered a Follow-up Visit?
  8. Why does my drain keep clogging?
  9. What is “white slime?”
  10. Do you clean, repair or replace ductwork?

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What is a Diagnostic Fee?
When a customer is experiencing trouble with their AC system (i.e.: it is not operating normally), the appropriate response is two-fold: 1) diagnosis of the problem and 2) repair of the problem. Just like a visit to your doctor, an issue must first be diagnosed before it can be effectively treated. Because we invest a great deal into determining the source of your AC trouble, we must charge a fee to cover the expenses we incur (including labor, fuel, fleet and fleet maintenance, commercial general liability insurance, workers compensation insurance, commercial auto insurance, uniforms, industry-specific tools, training, software, administrative staff, technology devices and service, etc.). We have four diagnostic rates: residential standard rate, commercial standard rate, residential overtime rate (after hours) and commercial overtime rate (after hours). Despite the multiple price increases we have faced as a company over the past three decades, we have not increased our diagnostic rates in over ten years.

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What is “Flat Rate Pricing?”
At Executive Cooling and Heating, we have spent decades developing our Flat Rate Pricing. For every service or repair that we perform, we charge a blended rate of material plus labor. This means, no matter how long it takes our technician to perform a repair, the customer pays one flat rate for each approved service or repair. We charge a diagnostic rate to diagnose the problem, as addressed above, and once we have a diagnosis, our technician presents the customer with an estimate including recommended repairs and the cost thereof. Regardless of whether that repair takes 30 minutes or 5 hours, the cost does not change. This protects our customers from facing labor overage fees. We do not separate labor from materials on our invoicing, and any requests to do so will be denied.

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What if I can find a part at Home Depot for less?
If you can find a part, such as a thermostat, at your local hardware store or on Amazon, for less than we will charge you to take your call, book your appointment, use a sophisticated computer system to dispatch a highly trained and highly compensated service technician to your home in a well-maintained and fully stocked late-model wrapped service van to properly install that part for you under all the proper codes and with the protection of multiple commercial insurance policies, then you absolutely should absolutely buy it. Just don’t call us to install it or warranty it! The bottom line is, we operate a business that employs 15-20 members of our community and we have overhead. We pay our technicians and administrative staff a respectable wage so that they are not inclined to serve our customers dishonestly. We work hard to stay current on training and technology, and we operate legally and ethically with all necessary insurances, licenses and safeguards. This is how all quality businesses operate, and it is not inexpensive. Like Daddy always said, “cheap work ain’t good and good work ain’t cheap!” If low cost is your only consideration, we welcome you to resolve your problem on your own or with the assistance of one of our competitors. We are probably not the right fit for you.

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What constitutes “Emergency Service?”
We are pleased to provide 24-hour emergency service to our customers, and we ALWAYS have a technician on-call outside of our regular business hours. Any request for HVAC repair that is received and scheduled to occur outside of our regular business hours of Monday through Friday from 8:00 a.m. to 5:00 pm, or on a holiday, is considered an emergency service and will be billed at our overtime rates (as opposed to standard rates). If a call is received outside of our regular business hours but the resulting service call is scheduled to occur during regular business hours, then it will be billed at standard rates.

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When and how do I pay for repairs?
Payment for all services and repairs is due immediately. Scheduling of a service visit constitutes acceptance of our diagnostic fee (as described above). Once a diagnosis is made, the cost of any recommended repairs will be quoted to give the customer the opportunity to accept or decline. Once accepted and performed, payment is due immediately. Acceptance of repair estimates must come from the property owner, not a tenant or home watcher. We accept cash, checks, and major credit cards, including VISA, Mastercard, Discover and American Express. We can take payment in person, by phone, or online. Accounts are only billable if arranged in advance through management.

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Can I get a discount?
For current discounts and specials, please visit the “Specials” tab of this website. We change and update our coupons regularly, so if you do not see a coupon you have used in the past, it is not currently available. Any discounts must be requested in advance, not after an estimate has been approved and work has been performed. Discounts in the past are no guarantee of discounts in the future. We reserve the right to refuse service to anyone at any time for any reason other than those prohibited by law. Demands for discounts after services have been performed will result in termination of our business relationship with the demanding party.

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What is considered a Follow-up Visit?
If a problem persists within 30 days after we have performed the recommended service(s) on your system due to oversight or insufficient effort on our part, this is considered a Follow-up Visit and we will waive our diagnostic fee for a return trip. However, if it is determined that additional repairs are needed (e.g.: a different part or component has failed subsequent to the initial repair) or if the recommended repairs were declined on the initial visit, a second diagnostic fee will be assessed on our second visit, along with the cost of any additional repairs.

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Why does my drain keep clogging?
During their normal function, AC systems create condensation. This is because they are removing heat and moisture from ambient air. The condensation is evacuated from the AC system via a condensate drain, which generally terminates outside the home or building. Over time and in the course of normal operation, these drain lines become clogged with microbial growth, debris and sometimes even insects or other small animal species, such as frogs or lizards. In a sub-tropic environment, this occurs more frequently. When the drain line becomes clogged, condensate backs up into the AC system’s drain pan and will cause the float switch (if present and operating properly) to trip and shut off the AC system. This triggered shut-down can prevent the drain pan from overflowing and causing water damage to the surrounding areas. We recommend regular maintenance of your AC system (every 6 months), including a thorough evacuation of all condensate drain lines, to maintain proper evacuation of condensate. However, some drain lines are prone to more frequent obstruction, either from design or environmental factors. We warranty our drain cleaning services (including drain evacuations performed during a maintenance tune-up) for 30 days. After that time, an additional charge to evacuate the line(s) will be assessed.

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What is “white slime?”
Unfortunately, in addition to the run-of-the-mill drain obstructions we all face as residents of a sub-tropic climate, some systems experience the rapid build-up of a strange white-to-yellow mucous-like substance, commonly referred to as “white slime.” The phenomenon has been noted all over the United States and seems to occur arbitrarily; in other words, the factors that exist in a system (climate, environment, location, manufacturer, model number, etc.) from which white slime is produced may be exactly the same as factors that exist in another system which does not produce white slime. We have seen cases where one system at a residence produces white slime from the drain line and an identical system installed right next to it does not produce white slime. While many theories have been offered, including changes in metals used by manufacturers, changes in manufacturing processes due to changes in government regulations, environmental factors such as salt air, etc., the cause of white slime remains unconfirmed. Every AC manufacturer in existence is aware of the phenomenon and massive amounts of research are being invested in determining the cause and solutions, however, we, as AC dealers, installers and servicemen, DO NOT CREATE white slime. We make every effort to help our customers maintain clear drain lines through regularly scheduled maintenance, but we cannot guarantee the absence of white slime in any system, as there is no known cure for it at this time. It is important to note that the existence of white slime is not evidence of an installation or material defect.

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Do you clean, repair or replace ductwork?
Sometimes, sometimes and yes. Every central AC system includes a series of ducts (or channels) through which air flows to get to the various areas of a building or residence. Ductwork can be made of sheet metal, but in sub-tropic climates, it is more commonly constructed out of insulated flexible or rigid duct material to prevent excess sweating. Over time, this material can deteriorate and become brittle or experience perforations. Sometimes, ductwork breaks down due to advanced age and exposure to extreme heat (attics can reach 150 degrees or more during a hot Florida summer!), but other times it sustains damage from rodents or even from inadvertent mishandling (stepping on it, crushing it, etc.). Additionally, ductwork can gather and harbor impurities, including soot, dust, debris, microbial growth and unpleasant odors. In some cases, we can effectively clean the duct system in your home or office, but in other cases, duct cleaning is not recommended due to advanced age or poor condition. For these reasons, we recommend a thorough inspection of your system’s ductwork before scheduling a duct cleaning. If the ductwork is in poor condition and not likely to withstand the rigors of cleaning, we will recommend replacement and provide an estimate. In mild cases of damage, we can often repair the ductwork to restore proper air flow.

HVAC Installation and Change-outs

  1. Do you sell replacements?
  2. What if I can’t afford a new system right now?
  3. When and how do I pay for my new system?
  4. Can I just buy the equipment from you and install it myself?

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Do you sell replacements?
Yes! Replacement of existing HVAC systems for both residential and commercial applications is a large part of our business. In fact, Executive Cooling and Heating has been providing the very best in AC equipment to residents of Charlotte County for over 30 years! Whether you need a ducted system or a minisplit, a rooftop unit or a package unit, we can help. We offer a variety of SEER ratings, sizes and configurations to meet your needs. Because there is such a wide variety of available options, and because we want to find the best solution for each customer’s comfort needs, we do not provide estimates for new systems sight-unseen. If you would like a free, no-obligation estimate on a new AC system, please contact our office to schedule an in-home estimate appointment.

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What if I can’t afford a new system right now?
We understand that new AC systems are major investments. If you need a new system but cannot afford one, we offer traditional bank financing through Wells Fargo, or PACE financing through Ygrene, to qualified applicants. In addition, there may be available rebates to assist with the cost, such as periodic manufacturer rebates. Call our office or visit the “Financing” and “Specials” tabs on this website for details.

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When and how do I pay for my new system?
Our new system installations require a down payment of 40-50%, with the balance due on the day of installation. We accept cash, checks, and major credit cards, including VISA, Mastercard, Discover and American Express. We can take payment in person, by mail, by phone, or online.

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Can I just buy the equipment from you and install it myself?
No. Manufacturers (like Trane) sell their equipment through dealers (like Executive Cooling and Heating) in order to insure their equipment is being properly installed by a licensed professional. This is the only way they can warranty it. We are subject to dealership agreements that prohibit us from selling equipment without installing it.

Basic HVAC Questions

  1. What is the SEER Rating?
  2. Why is the SEER rating on the Energy Guide different than what my dealer quoted?
  3. Why should I have regular (or preventive) maintenance? And how often should I have it performed?
  4. What equipment requires regular (or preventive) maintenance?
  5. I need help troubleshooting a problem with my equipment.
  6. What are the advantages of a programmable thermostat?
  7. What type of filter should I use? And how often should I replace it?
  8. Why can’t I find the correct size furnace filter at my local home improvement store?
  9. Which Trane equipment will best fit my home?
  10. What is the life expectancy of my unit?
  11. Where can I get parts for my Trane equipment?
  12. What does my warranty cover?

What is the SEER Rating?

The SEER (seasonal energy efficiency ratio) is how the efficiency of your heating and cooling equipment is measured. The SEER is the amount of cooling your system will deliver per dollar spent on electricity, as compared to other systems. For example, a 3-ton unit may have a SEER efficiency rating of 13, 14, or 15. The higher the SEER the more efficient the system will be. The SEER rating of any given unit can range anywhere from 13 to 21.

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Why is the SEER rating on the Energy Guide different than what my dealer quoted?

Each split system cooling unit has a nominal SEER rating. This rating can be increased with the upgrade of the same series indoor unit. The SEER rating of a system is based on the combination of equipment installed in the home. The outdoor equipment (heat pump or air conditioner), as well as the indoor equipment (evaporator coil and furnace, or air handler), play a vital role in the total rating.

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Why should I have regular (or preventive) maintenance? And how often should I have it performed?

Your heating and cooling systems work incredibly hard to perform their functions for your home every day. The constant stopping, starting and continual operation can wear down any machine if the proper care and maintenance is delayed. However, by performing regular maintenance, you can maximize the lifecycle of your heating or cooling unit and guard against many common equipment failures. Preventive maintenance inspections performed on a regular basis can uncover leaks, rust, rot, soot, frayed wires and corroded electrical contacts. You should have maintenance completed on your system regularly to ensure maximum efficiency and prevent possible problems that may occur in the near future.

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What equipment requires regular (or preventive) maintenance?

Heat pumps and air conditioners require a professional tune-up twice a year; in the spring and fall. Inspections on boiler and furnace systems should include ductwork, pipes, dampers, valves, the chimney, registers, radiators, pumps, blowers, fuel lines, oil tank and every part of the actual furnace and boiler. Meanwhile, heat pump and air conditioning unit inspections should also include inspections of the fan, compressor, indoor coils, outdoor coils, and refrigerant lines.

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I need help troubleshooting a problem with my equipment.

As your local Trane dealer, we are your troubleshooting expert, and is glad to help you. In addition, Trane also provides a network of troubleshooting technicians at Trane Distribution centers across the country which we will utilize to address your concern. Should we encounter a situation that requires additional factory help, we will contact our factory supported Service Manager(s) for assistance.

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What are the advantages of a programmable thermostat?

Since they are electronic, programmable thermostats are more accurate and efficient than thermostats that contain mercury. With programmable thermostats you can control the temperature in your home at different times of day without ever touching your thermostat. Because everything is automatic, you will never forget to change the setting on your own.

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What type of filter should I use? And how often should I replace it?

Standard filters work to keep your system and its ductwork clean, but they don’t really improve indoor air quality. To do that you need a media air cleaner. The media filter rests between the main return duct and the blower cabinet and will improve dust and particle removal up to seven times that of a standard filter. However, upgrading to a pleated media filter will remove everything from dust to airborne viruses from the filtered air. Always choose a filter that matches your blower’s capacity. For optimal efficiency and filtration, we recommend that you replace your disposable filters at least once a month. If you have washable filters, they should be cleaned once a month.

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Why can’t I find the correct size furnace filter at my local home improvement store?

Filters for your Trane unit are made from higher-quality materials than those of the disposable filters found in retail stores. For that reason, replacement Trane filters can only be purchased through a Trane dealer. However, keep in mind that some Trane filters are reusable, and can be washed by hand in cold water.

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Which Trane equipment will best fit my home?

There are many factors that affect the sizing and specifications of your system, including square footage, insulation, window surface and configuration, geographic location of your home, duct sizing and arrangement, and many others. We can perform an in-home load analysis to determine which equipment combinations will perfectly suit your home and your family’s needs. Depending upon the construction of your home, one (1) ton of air conditioning can cool anywhere from 300 to 800 square feet of home. The only way to ensure the size of the system you purchase will be large enough to heat or cool your home, but not any larger than you need, is to have your home’s individual heating and cooling needs to be evaluated by a licensed professional.

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What is the life expectancy of my unit?

Dependable Trane products are among the longest lasting heating and cooling products available. For your specific equipment, there are many variables that affect life expectancy, including, of course, the regularity of routine maintenance.

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Where can I get parts for my Trane equipment?

As a Trane dealer, we are the best resource for identifying and supplying the correct, current parts for your system, as well as pricing and availability.

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What does my warranty cover?

Under the standard factory warranty, Trane covers parts that fail during the warranty period due to defect in the part. The warranty does not cover labor. A warranty certificate was included with your homeowner information packet and is specific to the model numbers, serial numbers and installation dates of your products. All Trane equipment that we install is registered with Trane Corporation to ensure your 10-year parts warranty. If you cannot find your warranty certificate, we will also be able to provide you with that information.

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