Why do I have to pay sales tax?
In Minnesota, cleaning and maintenance services are taxed, and our company pays the state monthly the total due from sales taxes, so naturally we must collect it from our customers, just as you pay taxes on applicable items when shopping.
Though these tax rules on services have been in place in Minnesota for some time, there are occasionally customers who are unaware of them, which is why we mention it when setting up an appointment.
You can find information on taxable services in Minnesota at the Minnesota Department of Revenue, with HVAC services falling under building cleaning and maintenance.
Services rendered in Wisconsin are not subject to sales tax.
Why is there an arrival time window?
Our technicians cover an area that extends outward in a 30-mile radius from Minneapolis. The work they perform at each home varies, and the length of time each service takes cannot be predicted and varies depending on the scope of the work and the condition of the HVAC system. We give our technicians a 2-hour window to arrive in order to allow for these things, as well as for the unpredictability of traffic flow. In order to keep you informed, the technician will call you with a heads-up when he's on his way to your home. If you prefer that we give you a specific number of minutes' advanced warning, just let us know.
Why don't you price-match your competitors?
We don't price-match our competitors because we are not selling a uniform, tangible, easily comparable product. We are selling a service, and there are many factors that contribute to the pricing of our services: the skill and experience of our technicians, the generous wages we pay our staff, the cost of the premium tools and equipment we use, etc. Moreover, the precise nature of any service varies from one company to another. A "standard air duct cleaning" for one company may mean something quite different for another (and probably would have a different name as well). Comparing services among companies is not necessarily comparing apples to apples, and a savvy consumer will weigh several factors when comparing companies, only one of which is pricing.
What forms of payment do you accept?
We accept all major credit cards, debit cards, our company gift cards, and personal and cashier's checks. If you have a well-established relationship with our company, we can send you an invoice via e-mail on completion of the service. To remit payment on an invoice, you can pay securely online (with a credit card or bank transfer), you can call our office with your payment, or you can mail a check to our office address.
Why do you charge a rescheduling fee?
The reschedule fee is applicable only when an appointment is cancelled or rescheduled with less than 24 hours' notice. Why? Simply put, to protect our technicians. Their routes are scheduled days or weeks in advance. When a customer cancels or reschedules with less than 24 hours' notice, it is too late for that appointment to be filled by another customer, and the technician is out of work during that time. Like most of our customers, our technicians are busy earning a living and raising their families, and the reschedule fee is our way of telling them we respect their time.
Do you perform repairs?
Our expertise regarding HVAC systems is cleaning. Our technicians do not perform repairs or diagnostics of the HVAC system. In cases where our technician observes a larger problem with one of the components of your HVAC system, he may offer his professional opinion based on experience, but it would not be an official diagnosis that we would bill for. In cases where he observes that a particular component is in disrepair, he will recommend a repair company be called, and, upon completion, we will return to perform the cleaning.
I'm having my air ducts cleaned, anything I need to know beforehand?
The technician will need a spot in your driveway (preferably closest to the door) to run his vacuum and air hoses from his van. Also, please ensure that your supply and return vents are accessible and not obstructed or covered by furniture. You do not need to remove vent covers, but if they are already off (due to painting, remodeling, etc.), you may want to wait until after the cleaning to replace them, simply to allow greater access. If you have pets, they'll likely be intimidated by the noise and commotion of the process, so you may want to contain them to a designated room that the technician can clean last. Please discuss this with your technician.