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Level 1  HVAC

Non-urgent calls that do not affect system operation, safety, or immediate comfort. These can be scheduled flexibly and used to fill gaps in the schedule.

  • Preventative maintenance / seasonal tune-ups (A/C or heat)

  • “Just want it checked out” calls

  • Minor or intermittent noises (rattles, light vibration, occasional clicking)

  • Air filter replacements or airflow checks

  • Thermostat questions, programming help, or minor adjustments

  • Indoor air quality add-ons (UV lights, humidifiers, air purifiers inquiries)

  • Slight comfort concerns (one room a little warmer/cooler, not extreme)

  • Older system evaluations when system is still running fine

  • Second opinions with no active issue

  • Post-install “how do I use this” questions (non-urgent)

  • Preventative drain line flushes (not actively clogged)

  • Duct inspection requests (no major airflow failure)

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Key Characteristics:

  • System is operational

  • No health or safety concern

  • No active damage occurring

  • Customer is comfortable waiting

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Scheduling Guidance:

  • Fill during open capacity

  • Ideal for slower days or to balance technician workload

  • Can be pushed out without impacting customer experience

Level 2  HVAC

Issues that are affecting comfort, system performance, or could lead to system failure or damage if not addressed soon. These should be prioritized ahead of routine calls but do not require immediate emergency dispatch.

  • System running but not keeping up (struggling to reach set temperature)

  • Partial outage (one zone not working, weak airflow in parts of the home)

  • Unusual noises that are consistent or worsening (grinding, squealing, loud banging)

  • Short cycling (turning on/off frequently)

  • Water leaking from unit but contained (no major damage yet)

  • High humidity or poor air quality complaints impacting comfort

  • Electrical concerns like tripping breakers (system can reset but issue persists)

  • Burning or musty odors (not severe, but noticeable and concerning)

  • Recent repair not holding (callback situations)

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Key Characteristics:

  • System is still operating, but not properly

  • Comfort is noticeably impacted

  • Potential for system damage or full breakdown if delayed

  • Some customer urgency, but not unsafe

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Scheduling Guidance:

  • Schedule within 24–48 hours when possible

  • Prioritize ahead of Level 1 calls

  • Use to fill prime time slots before routine work

  • Monitor for escalation into Level 3 if conditions worsen

Level 3

Critical issues where the system is not functioning, poses a safety concern, or risks immediate damage to the home. These require same-day or next-available dispatch.

Common HVAC Scenarios:

  • No A/C or no heat (complete system failure)

  • Frozen system causing loss of cooling (unit not functioning)

  • System not turning on at all

  • Electrical issues (burning smell, exposed wiring concerns, unit won’t power on)

  • Water actively leaking and causing potential property damage

  • Refrigerant leak impacting system function

  • System tripping breaker and won’t stay running

  • Extreme indoor temperatures (especially with kids, elderly, or medical needs)

  • Safety concerns (smoke smell, overheating components)

  • New install not working / immediate failure after service​

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Key Characteristics:

  • System is not operational or cannot be used

  • Immediate comfort loss or unsafe conditions

  • Risk of home damage or equipment failure worsening quickly

  • High customer urgency

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Scheduling Guidance:

  • Same day or next available opening (ASAP)

  • Prioritize above all Level 1 and Level 2 calls

  • Consider after-hours or emergency scheduling if applicable

  • If unit is frozen, it MUST thaw because we can service. We cannot work on a block of ice. Please advise customers to turn the unit OFF completely at the thermostat. Units can take anywhere from 4-6 hours to thaw. 

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