Our guarantee in Montréal and the Montérégie region: elite partnerships dedicated to your comfort

If you encounter a problem, simply contact us by phone or email. Our team will gather some basic information about the situation. We may ask a few diagnostic questions and, often, we'll ask you to send us photos or videos of the situation if possible. This visual information helps us understand the problem and ensure we arrive well-prepared.

Based on your description and the images/videos, our team at the office will assess the urgency and nature of the problem. We will advise you if there are any immediate steps you can try (for example, resetting the system or checking a filter) or if it clearly requires an on-site technician visit. In most cases of equipment malfunctions under warranty, a service visit will be scheduled.

Once the need for a service call is confirmed, we find the next available certified technician to handle your case. This scheduling typically takes less than one business day. We understand that heating or air conditioning issues can be urgent, which is why we aim for a response within 24 hours or less. Our coordinator will then contact you to offer an appointment time. We remain flexible and work with you to choose a time that suits your schedule.

Once the time is agreed upon, we will send you a confirmation via SMS (text message) with the appointment details. This ensures that everything is correctly entered into our system and that you have a record of the appointment. We check that your schedule and ours match to avoid any mistakes. As soon as you receive the confirmation, you can be certain that help is on its way at the scheduled time.

On the day of your appointment, our licensed HVAC technician will arrive on time to diagnose and resolve the issue. The technician will perform a complete diagnostic of your system to pinpoint the exact cause. If a component or part is found to be defective, we will replace it according to the manufacturer's warranty. We arrive prepared with common replacement parts, and if the problem has been identified beforehand (through your descriptions or photos), we can even bring the exact part we believe is needed. Our technician works efficiently to get your heating/cooling system back up and running as quickly as possible, while maintaining high standards of quality.

First, we determine the make and model of your equipment, and more specifically, which brand it is. This is essential because warranty parts are supplied through the manufacturer's authorized distributors for that brand. In many cases, this identification is immediate—our team is very familiar with the major HVAC brands in Quebec and their distribution networks. We generally know within seconds who to contact for Carrier, Lennox, Fujitsu, Gree, or any other common brand.

In some rarer cases (or if the device is a less well-known brand), it may require some research. We may need to consult technical documentation, serial number databases, or contact industry partners. Sometimes finding the correct distributor or warranty provider requires several email exchanges and phone calls. We persist until we find the right source, because identifying the correct distributor is key to obtaining parts under warranty.

Once the brand and distributor are identified, the next step is to check if your equipment is still covered by the manufacturer's warranty for the faulty part. Manufacturer warranties begin from the installation date (or sometimes the purchase date) and typically last for a certain number of years, depending on the component. To establish this, it's very helpful to have the original invoice or receipt for the equipment's installation. This document usually shows the installation date and sometimes warranty registration information—so it serves as proof of your warranty start date. Even if the company that installed your system is no longer in business, this invoice is valuable: it clearly defines the warranty period for the manufacturer. (Manufacturers almost always request proof of the installation date when processing a claim, so having it on hand greatly speeds up the process.) If you don't have the documentation, we can often estimate the age using the serial number and check if the unit has been registered in the manufacturer's database. We contact the distributor to confirm: a) the validity of the warranty (is the appliance still under warranty for parts?), and b) which parts are covered (most manufacturers cover major components for 5 to 10 years, while labor is generally not covered unless an extended warranty has been purchased). Our goal is to get a clear answer: will the necessary part be provided free of charge under warranty?

If the defective part is still covered by the manufacturer's warranty, we will obtain the replacement part through official channels. AirGreen will coordinate directly with the distributor or manufacturer, explaining the situation and providing all the necessary information (serial number, model, proof of installation date, etc.) to validate the claim.

As a professional HVAC contractor and, in many cases, an authorized dealer for multiple brands, we can usually obtain warranty approval on your behalf. The distributor then ships the part to us or returns it for collection. In some situations, a temporary transaction may be required until the defective part is returned, but this is handled entirely in-house—for you, the part is simply provided free of charge .

Once we receive the part, we quickly schedule a technician visit to get your system back up and running. This ensures you benefit from a part covered by the manufacturer's warranty. When AirGreen is not the original installer, labor charges may apply, as these are generally not included in the manufacturer's warranty. In all cases, these charges will be clearly explained to you beforehand , with no surprises.

Our goal is for repairs to be simple, efficient, and fair. Many customers appreciate this approach because it allows them to resolve the problem with a professional intervention while benefiting from a covered major part—often representing significant savings and true peace of mind.

If our investigation shows that the necessary part is no longer under warranty, or if the warranty cannot be honored (for example, if the period has expired, or if there is no proof of purchase/installation date and the distributor refuses coverage), we will inform you that the repair will require the purchase of new parts. In this case, we will provide a quote for the necessary parts and labor. We will obtain the part through the distributor or a reliable supplier, but the cost will have to be borne by you, the customer, since the manufacturer is no longer obligated to cover it.

We know this is never the news anyone wants to receive, which is why we approach it with transparency and empathy. We never perform a costly out-of-warranty repair without consulting you. You will receive a clear breakdown of the cost of the part and our service fee. At this point, you will need to make a decision—and we are here to help you make an informed one.