Some HVAC (heating, ventilation and air conditioning) contractors pride themselves on good service. Others pride themselves on quality products or low costs. Moore Mechanical strives to wrap them all together into a single, overriding benefit–value. For owner and founder Stephen Moore, that means quality brands, outstanding service and satisfying customers’ budget constraints.

Moore Mechanical performs heating and air conditioning replacement, repair and service, as well as duct repair, testing and cleaning. Having been in business for more than 25 years, Moore Mechanical offers more “options, ideas, suggestions and experience” than most other HVAC companies, says Mr. Moore.

The company is extremely responsive and communicative, an outgrowth of Mr. Moore’s aspiration to “keep customers for life.” When you call the company’s offices, you speak to a live person and, should you wish, to Mr. Moore himself. He believes this focus on personal attention is the reason so many of his first-time customers become repeat customers. Referrals, meanwhile, account for 70 percent of the company’s business–what Mr. Moore calls a “very good, loyal and happy customer base.”

Half of all customers opt for the company’s extended maintenance program. It covers maintenance and repair, including all labor and parts, for the life of the equipment. In some instances, the energy savings alone are enough to pay for the cost of the program.

Mr. Moore espouses a “whole-home” approach to HVAC care that looks at your entire house as a system. It begins with an initial consultation, during which a company representative spends several hours in your home conducting an extensive diagnostic work-up. They’ll check system requirements and capacities, inspect ductwork and review air quality. The consultation is “above and beyond that of most competitors,” says Mr. Moore. It helps ensure your initial quote is accurate, comprehensive and addresses all underlying needs and root causes.

Air duct cleaning isn’t necessarily a cure-all. You’ve probably seen advertisements from companies offering to improve your home’s indoor air quality by cleaning your air ducts. This can include cleaning various heating and cooling system components of forced air systems, including the supply and return air ducts and registers, grilles and diffusers, heat exchangers, heating and cooling coils, condensate drain pans (drip pans), fan motor and fan housing, and the air handling unit housing.

If you have your heating and cooling system cleaned, make sure the service provider agrees to clean all components of the system and is qualified to do so. Failure to do so can result in re-contamination of the entire system, negating any benefits.

Some service providers may also suggest applying chemical biocides, designed to kill microbiological contaminants, to the inside of the ductwork and other system components. Others might apply chemical treatments (sealants or other encapsulants) to seal or cover the inside surfaces of the air ducts and equipment housings, which controls mold growth and prevents the release of dirt particles or fibers from ducts. These practices haven’t been fully researched, so educate yourself before taking this route.

Since knowledge about the potential benefits and problems of air duct cleaning is limited, it’s impossible to generalize whether air duct cleaning will benefit you.

If no one in your household has allergies or unexplained respiratory symptoms or illnesses, and if you see no visual indication that your air ducts are contaminated with large deposits of dust or mold (no musty odor or visible mold growth), you probably don’t need to clean them. It’s normal for the return registers to get dusty as air is pulled through the grate. This doesn’t mean your air ducts are contaminated; the registers can be easily vacuumed or removed and cleaned.

On the other hand, if family members are experiencing unusual or unexplained symptoms or illnesses you think might be related to your home environment, discuss the situation with your doctor. You can also visit the EPA’s website for more information.

Of course, you may consider cleaning your air ducts simply because you think they’ve grown dirty over time. While the debate about the value of periodic duct cleaning continues, no evidence suggests it would be detrimental, provided it’s done properly.

Q: Should I repair my system or replace it?

A: It depends on a number of factors. If you go to a specific section of our website, www.mooremechanical.com/repairorreplace.asp, there’s a worksheet to help you decide.

Q: How do you price repairs?

A: We’ve found that the honest, straightforward solution is a flat rate. Everyone receives the same price, taken from our price book. Our technicians can show you the price, including discounts offered for loyal customers. The repair fee includes all labor, materials and so forth.

Q: Do you pull permits?

A: Yes, if it’s required. We’ll take care of the process and explain it to you.

Q: How do the rebate and tax credits work?

A: We handle all the paperwork for you. We make it as simple and seamless as possible. When a job is completed, all you do is sign the paperwork and send it in.

Q: What’s the best brand to use?

A: We’re not married to one brand. We want to put in the right product with the best value for you. We’ll typically offer one or two different options. Hopefully that’s comforting, knowing we’re not just trying to push our preferred brand.

Q: What kind of follow-up service do you offer after a job is completed?

A: If you’re a customer, you go on our Priority List. If there’s ever a problem and you call us by 10 a.m., we make our best effort to get there that day. If not, it’ll be the following day.

Q: What happens with old equipment?

A: All equipment we remove from your home is taken away and disposed of properly. Your home is covered with drop cloths wherever we’re working. My men all wear booties to protect your floors from dirt or dust.

Q: Can you help me reduce allergy problems in my house?

A: We can answer questions about air quality, whether it refers to the cleanliness of your ducts or just general problems with dust or allergies in your house. We can offer pretty much every solution possible, whether it’s duct cleaning, duct work replacement, or indoor air quality products that might take care of the allergens or pollen. We bring it all to the table.

Q: Do you offer any special deals?

A: We always have a special or coupon on our website. There are also rebates offered through our different manufacturers. Those can be up to $1,200, depending on the system you choose. We offer discounts on all our planned maintenance agreements that range from 10 to 20 percent on equipment or parts. There’s also a discount if you sign up for the three-year maintenance agreement. Plus, we always offer a 10 percent senior discount.