Standard Terms and Conditions
All proposals are valid for 30 days. Services or installations carried out by us and permitted by you will confirm the proposal. Any changes need to be confirmed in writing. Service work must be paid in advance by cash or credit card, or immediately upon completion at our discretion. Payment arrangements for major repairs and installations must be made in advance. Unpaid balances will incur collection costs, interest, and attorney fees. We don’t offer consumer credit accounts but have financing options available. Sensitive personal information required for financing is passed directly to our financing partners and not held by us.Our work is guaranteed to meet industry standards. Installed equipment is covered by the manufacturer’s limited warranty, and we make no other warranties, with our sole responsibility to assign any manufacturer’s warranties to you. We may, at our discretion, repair or replace equipment under warranty and process a warranty claim on your behalf with the manufacturer. We will not defend or indemnify any party against claims including, but not limited to, third party claims arising from product liability, strict liability, or other causes, and we are not responsible for delays beyond our control. Our liability shall not exceed the amount paid for parts and installation.
SERVICE PLANS
Any arrangements to lower or waive charges for equipment replacement, parts, labor, or maintenance under our membership plans are additional cost and pricing arrangements only. They do not substitute or alter any provisions, warranties, or liability limitations outlined in the TERMS and WARRANTIES sections here. If recommended preventive maintenance guidelines are not followed, there may be extra fees for subsequent repairs that may not be covered by our Plans
Service and Repairs
REPAIR WARRANTIES
Our craftsmanship and parts are under a 1-year guarantee for most repairs. If the same issue resurfaces within 1 year from the date of the repair, we will rectify it without any additional charges. A diagnostic fee will be incurred to examine the problem and identify the issue. However, if it is discovered that the problem is one we previously resolved within the last year, you will only be billed for the diagnostic.
Please note that our warranty does not cover refrigerant leak repairs or the addition of refrigerant as gradual refrigerant loss may occur over time without any fault or failure of your system. If a major component is repaired or replaced due to a warranty issue, the refrigerant levels will be returned to normal.
RECALLS
You can contact us at no extra cost within 30 days of the previous repair if your system malfunctions due to improper operation. If your system stops working properly within 30 days of a service visit, please inform us promptly, and we will return to diagnose the issue without charging any diagnostic fee. If a new problem is the cause of the malfunction, you will be charged for the new repair or diagnostic fee. If it’s the same issue that we previously fixed (see repair warranty), then there will be no new charges.
New System Warranty
INITIAL WARRANTY
When you buy a full HVAC system from Thermo Direct, you’ll receive a complimentary 1-year labor warranty and a preventative maintenance agreement at no extra charge. Please note that the warranty for parts is governed by the manufacturer, and Thermo Direct is not accountable for any expenses related to parts not covered by the manufacturer’s warranty.
ADDITIONAL WARRANTY WITH OUR MEMBERSHIP
Residential customers have the option to extend their service after 1 year. As long as they continue to renew and maintain good standing with Thermo Direct, they will receive a labor warranty on any repairs for up to 10 years from the installation date.
● Traditional “split” or “packaged” HVAC systems from Carrier, Trane, or Bosch are eligible for the full 10 years as described above.
● Mini-split, packaged terminal AC’s (PTAC) Goodman or other HVAC products are limited to 5 years.
● Thermostats and other accessories are not eligible for labor warranty beyond 1 year.
Our warranty does not cover consumable parts, which are expected to wear out before the end of the system’s life. These parts include capacitors, contactors, ignitors, and flame sensors. Any existing drainage components are not covered. While we typically connect new equipment to your existing drainage system, we do not cover repairs or damage caused by leaks, blockages, or improper design of the existing drainage systems. Separate quotes may be provided for repairs or replacements of drainage systems. When replacing your system, we connect the new one to your existing ductwork, flue venting, and electrical wiring. Though we may suggest and provide quotes for additional repairs or replacements to these components, we are not responsible for repairs, replacements, or damage caused by elements we hadn’t quoted for or replaced. While we strive to deliver exceptional service, Thermo Direct reserves the right to refuse or withdraw services, including extended warranty coverage, from any customer who is abusive or publicly disparages the company. We welcome fair, truthful, and objective reviews, even if we occasionally miss our target.
DIAGNOSTIC CHARGES
After the first year, a diagnostic service fee will be automatically charged for all service calls but this charge may be waived if the issue relates back to installation or prior repair. If within the first year you believe there is something wrong with the system, and we send a technician to you and find that it is a problem not caused by our installation or repair then there will be a service fee added to your appointment.
Warranty Exclusions
Condensation occurs naturally when moist air cools. There are various reasons for condensation to remain in your system, and not all of them indicate a problem with your system’s installation. However, if left unaddressed, condensation can lead to serious damage or health issues. If you observe condensation anywhere in your home, please reach out to us right away. Thermo Direct provides solutions to safely remove condensation to the outdoors, reducing indoor condensation and minimizing associated risks. Feel free to discuss the best plan for your home with our team. For warranty coverage, your system must be equipped with proper drainage and/or safety switches to manage unusual environmental conditions that lead to excess moisture. Optional installations of drainage or safety switches may come with a “ceiling saver” guarantee, which will be clearly outlined in your estimate. While Thermo Direct will collaborate with you to prevent or address condensation, we cannot accept liability for physical or biological damage (such as mold or mildew) to your property caused by excess moisture in the home, except in cases of gross negligence by the Company in its work or for any resulting consequential damages.
Power-related issues such as lightning strikes, brownouts, and other irregularities that lead to the malfunction of electronic or electrical components are typically not covered by warranty. It is advisable to consider the installation of whole-house surge protectors, which can help shield HVAC systems and other household electrical devices from potential damage. Moreover, your home insurance policy may offer coverage for damage resulting from specific events, and installing whole-house surge protectors could even qualify you for discounts. Some manufacturers of whole-house surge protectors may also provide reimbursement in case of damage to connected equipment. It’s crucial to thoroughly review and understand any third-party warranties and insurance policies. In the event of damage, Comfort Monster will offer assistance in assessing the cause, but you will be responsible for filing any claims with insurers or other involved parties.
Replacement labor for thermostats is covered under manufacturers’ warranties for up to one year. There will be a $50 fee for processing warranty claims against the manufacturer.
Improper use of your HVAC system or accessory, including any of the following, will void any warranty from Thermo Direct (and likely from the manufacturer as well). Improper use may include:
● Failing to clean or replace replaceable filters.
● Neglecting to follow a regular service plan like Thermo Direct’s membership.
● Closing vents or restricting airflow.
● Trying to fix the system on your own.
● Failing to maintain proper separation or insulation from outdoor weather.
● Using the system for any purpose other than its intended use by the manufacturer.
