Start with the property and the problem
Give the street address where the furnace is installed, including a unit number if needed. Use the service ZIP rather than a billing address or post-office box. Say whether you own the property or are calling with the owner's permission.
Describe what happens when you ask for heat. Silence, a fan without warmth, a repeated shutdown and weak airflow are all useful descriptions. If you already have the make, model or fuel type, keep that information nearby. Do not open the equipment to collect it.
- Property street address and ZIP.
- No start, cold air, short cycles, ignition trouble or an airflow problem.
- Any known fuel type and existing model information.
- The person who can authorize work and provide safe access.
Confirm the details before agreeing to a visit
Ask whether your address and equipment are accepted, when an appointment is available and what the visit charge covers. Clarify who will perform the work and how you will receive the proposed repair scope.
If you have a warranty or home-service plan, check its authorization process before arranging work outside that plan. Tell the person handling the call about any required approval, owner consent or building access restriction.
Emergency conditions need the emergency route
For a carbon monoxide alarm, suspected gas leak, smoke or fire, get to safety before making a repair inquiry. Contact the appropriate emergency service from a safe location. Our furnace inquiry number is not an emergency-dispatch number.
A building manager or utility may also need to be involved when equipment has been shut off or access is controlled. Keep any shutdown notice and explain it before anyone attempts to restore heat.