Question 1

How should I prepare for my appointment?

Accepted Answer

You will receive a text or email reminder about your appointment 24 to 48 hours in advance; please confirm your appointment upon receiving this reminder.

To facilitate a smooth set up, ensure the space beneath each unit is cleared of personal items and prepared for equipment. If you need assistance moving furniture, please notify us in advance.

Prior to starting the cleaning process, we will check each unit for proper functioning; inform your technician of any known issues—past or present—before we begin.

Additionally, we request access to a tub, large sink, or outdoor spigot. Please indicate during the intake process if any of these are unavailable so we can make the necessary arrangements.

Question 2

What's your process?

Accepted Answer

Our procedure begins with testing each unit to ensure it is functioning correctly. During the disassembly and cleaning process, we remove the carapace, louvers, and other exterior plastic parts to access areas where mold and other contaminants accumulate. We then install a plastic catchment around the unit and clean each head thoroughly using specialized equipment and an eco-friendly detergent designed to deter mold while safeguarding the machine's sensitive components.

Once cleaning is complete, all plastic parts are reinstalled following a thorough washing and drying. Before concluding your appointment, we test each unit once more to confirm proper functionality.

Question 3

How long will my appointment last?

Accepted Answer

For the initial cleaning, we allocate 2 service hours per wall unit and approximately 2.5 service hours for floor units and 3 hours for ceiling cassettes. If a unit exceeds the designated hour time frame, an additional service charge of $100 per cleaning hour will apply, billed in 15-minute increments.

Question 4

Why should I have my units cleaned regularly?

Accepted Answer

An ounce of prevention is worth a pound of cure.

Regular cleaning is essential to keep your heat pumps running efficiently and functioning properly. We often hear from home and business owners once problems arise—yet many of these issues are preventable with regular cleaning maintenance.

Without consistent cleaning upkeep, buildup inside units can lead to reduced efficiency, higher utility costs, poor air quality, and unnecessary wear on your system. Over time, this can result in malfunctioning units leading to costly service calls and even leaks that cause significant damage to your home or business.

Regular service also means having experienced eyes on your system. Catching issues early helps keep repairs covered under warranty and reduces out-of-pocket costs.

We offer discounted rates for clients who choose annual service plans to keep their systems maintained year-round—potentially saving you from expensive repairs and damage to your home or equipment.

Question 5

How often should I have my units cleaned?

Accepted Answer

Regular maintenance is essential to keep your system operating efficiently and reliably. We recommend an annual cleaning for most units.

Depending on use and environment, some systems benefit from twice-yearly cleanings, while others in lower-use settings may only need service every two years.

Without regular maintenance, buildup can impact performance, reduce efficiency, and lead to issues like odors, leaks, and unnecessary wear on the system.

Question 6

Why do you offer a discounted rate for annual cleanings?

Accepted Answer

Annual service allows us to stay ahead of buildup proactively. When units are cleaned regularly, the process is more efficient, less time-intensive, and easier on the equipment.

Because of that, we’re able to offer discounted rates for clients who stay on a consistent maintenance schedule. It’s our way of saying thank you for your continued trust, while helping keep your system running smoothly and costs more manageable over time.

Question 7

When is payment due?

Accepted Answer

A 50% down payment is required to reserve your appointment with the remaining balance due at the time service begins.

Question 8

What's your cancellation policy?

Accepted Answer

As a small company, cancellations have a negative impact on scheduling and our financial ability to operate. It's difficult to fill gaps in the schedule due to last minute cancellations. When you schedule an appointment you're reserving both the service AND the available time slot that can't be reserved for other clients in need. In the event you need to cancel or reschedule we appreciate you cancelling as soon as possible. Cancellations made 72 hrs in advance will incur no fees and a full refund will be issued. After the 72 hr. window a refund for service will not be available. No exceptions.

Question 9

What forms of payment do you accept?

Accepted Answer

For your convenience we accept cash, check, credit card, Venmo, and PayPal.

Question 10

Do you check refrigerant levels as part of your process?

Accepted Answer

Refrigerant levels are only checked when a unit is showing signs of a problem.

Heat pumps are closed systems, meaning refrigerant doesn’t get used up under normal operation. If levels are low, it usually indicates a leak or other issue that requires proper diagnosis and repair.

Accurately checking refrigerant involves recovering and weighing the system’s charge and recharging it to manufacturer specifications, so it’s performed only when there’s a clear reason to do so.

Have questions? We’re here to help. Call us at email cleanheatpump@gmail.com, or connect with us on

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1-207-468-2578,

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