Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for heating and air conditioning companies that have earned the prestigious Diamond Certified award. For Kelly Plumbing & Heating, Inc., the key to achieving and maintaining customer satisfaction is simple: provide excellent HVAC repair and installation services that keep clients comfortable in their homes all year round. “Our customers choose us because we have one of the best reputations in the area,” says owner Jim Kelly. “From using the best available equipment and installation practices to backing all our work with a written warranty, we strive to provide a unique experience for each client.”

Kelly Plumbing & Heating has been installing all types of HVAC systems for residential clients in Marin County and parts of Sonoma County since 1994. In addition to installing new equipment, the company services and repairs all makes and models of forced air furnaces, air conditioning systems, radiant heat boilers, regular and instantaneous hot water heaters, and attic fans. It can also locate and repair slab leaks, clean air ducts with a HEPA-Air machine and Rotobrush Air System, and more.

Unlike larger HVAC companies that emphasize workload volume over customer communication, Kelly Plumbing & Heating takes the time to talk with each client and determine their exact needs before any work begins. “We sit down with our customers and ask them a series of simple questions, including how long they’ve been in their homes and how long they plan on staying,” explains Mr. Kelly. “That can make the difference between purchasing a more energy-efficient piece of equipment and the payback. We also evaluate their equipment to get complete and accurate diagnoses.”

Another distinctive attribute of Kelly Plumbing & Heating is its steadfast commitment to quality control. After every job, the company’s technicians walk through the property with a checklist to make sure all work was completed to the client’s satisfaction, and they explain the safety features and functions of the HVAC equipment so the customer fully understands their purchase. “We also don’t ask for final payment until the customer is completely satisfied,” adds Mr. Kelly. “That puts our clients at ease and lets them know they can depend on us.”

Take preventive steps to protect your family from dangerous carbon monoxide. Carbon monoxide isn’t visible or fragrant, but it can kill a person in just a few minutes if the levels are high enough. One of the most common causes of carbon monoxide poisoning in the home is malfunctioning or ill-maintained heating and cooling systems. To protect yourself and your loved ones, consider the following tips:

• Install a carbon monoxide detector. “California law states that all homeowners must have functioning carbon monoxide detectors installed in their homes,” says Jim Kelly, owner of Kelly Plumbing & Heating in Novato. “It’s a serious issue.”
• Have all fuel-burning appliances (gas and oil furnaces, gas water heaters, gas ranges, gas ovens, gas dryers, kerosene space heaters, wood stoves and fireplaces) inspected before every heating season.
• Make sure all chimneys and chimney flues are in good condition and unblocked before the start of the heating season.
• Read and follow the instructions on every fuel-burning appliance. Be sure you’re using the correct fuel for the appliance and have proper ventilation.
• Regularly inspect your furnace for overheating, cracks and flue issues. “Due to lack of maintenance, furnaces can overheat and cause the heat exchanger to get too hot, which leads to cracks and flue installation problems,” says Mr. Kelly. “If they’re not properly capped off, they can create serious problems.”
• Don’t heat your home with a gas oven, even for a small amount of time.
• Don’t sleep in a room that’s heated by a kerosene space heater or unvented gas space heater.
• Don’t use appliances with gas-powered engines in an enclosed space. These can include mowers, weed trimmers, small engines, generators and chainsaws.
• Know how to identify the warning signs of carbon monoxide poisoning: headaches, dizziness, confusion, nausea and fainting. High levels of carbon monoxide can cause serious illness and even death, but even low levels of carbon monoxide are known to cause nausea, headaches, shortness of breath and long-term health problems.
• If you think you’ve been exposed to carbon monoxide, get fresh air immediately. Open your doors and windows, turn off sources of sparks (including combustion appliances), leave your home and call an HVAC repair service. Go to an urgent care or emergency room and tell the doctor you believe you’ve been exposed to carbon monoxide poisoning.

Q: Is my heating and cooling equipment reliable?

A: Our 14-point diagnostic inspection program will determine if your equipment is reliable. We’ll check the heat exchanger; take different air samples and airflow readings, and check the BTU input of the furnace, burners, blower motor and filtration to see if the equipment is functioning properly.

Q: How can you tell if my HVAC equipment is safe?

A: During each of our service calls, we perform a complete safety and maintenance inspection. A technician checks all the equipment for safety items like carbon monoxide leakage and proper venting. He’ll take readings from a comprehensive checklist and write all the information down.

Q: How do I know if my HVAC system has a potential problem?

A: If you notice any odors coming from the unit, it could be unburned gases. Loud noises from the equipment could indicate a motor bearing problem or a compressor that’s about to fail. Sometimes humming includes electrical overload conditions.

Q: How often should I change the air filter in my air conditioning system?

A: It depends on many factors, including runtime, the condition of your house, whether you have kids or pets, if your return air is close to the ground, and if you have carpets. People with those factors should change their filters more frequently. A single person living in a house with hardwood floors may not need to change their filter as often, but they should definitely have an annual inspection performed by a qualified technician.

Q: Can I change my air conditioner’s air filter myself?

A: Yes, but you need to make sure the filter sits correctly and is facing the right direction. You should also check for any dirt or debris inside the blower cabinet, which indicates the filter isn’t doing its job properly.

Q: Should I be concerned when my furnace makes noise?

A: You should only be concerned if there’s a really unusual noise coming from your heating and air conditioning equipment or boiler system. If you’re unable to identify the noise, call us and have it checked out before it leads to something more serious.

Q: What can I do about excess dust buildup in my home?

A: Dust buildup is caused by several things, including issues with your HVAC system itself. To determine the cause, we need to do a complete evaluation (including a leak check) of the furnace and dust system. A lot of homeowners are unaware that leaky ductwork can actually suck dirt and contaminants from the attic or crawlspace into the house. We can determine whether your ducts need to be sealed or replaced and recommend an air filtration system that fits properly.