The safety of our team and our customers is paramount. At Frederick Air, we have developed and implemented protocols in line with CDC and Maryland Governor’s guidelines to prevent the spread of infectious agents between our team members as well as between them and our customers. We are updating and adjusting daily due to the constantly changing environment. 

Calls and Questions about your Heating/Cooling or Home

All customers are encouraged to call and ask to speak to a technician. Some equipment issues may be diagnosed and remedied for free over the phone. Advanced diagnostics via Duo/Facetime may be available at an additional cost.

Process for Service and Maintenance Visits

If you have a service-related issue or need maintenance completed, the following will apply:

• Team members check in daily to identify any symptoms or illness with them or in their household
• Wear shoe covers, face covering and gloves when entering the home
• Sanitize all work areas and equipment touched, including thermostat, furnace, ductwork, etc.
• Maintain a safe distance between team members and customers
• Sanitize all gauges, iPads, tools, and equipment used
• Electronic documents and signatures
• Customers may pay on our website, call the office, or mail a check
• Clean hands regularly during and after each appointment

Process for Equipment Consultations

We offer remote consultations via Duo/Facetime for any customers with the ability to. If we are coming to your home the following will apply:

• Team members check in daily to identify any symptoms or illness with them or in their household
• Our team members ride separately to maintain social distancing
• Wear shoe covers, face covering and gloves when we enter the home
• Maintain safe distance with customer
• Electronic documents and signatures
• Will complete any information gathering as quickly as can be accurately done, and will do any discussion or education later remotely, or if possible outside the home with proper social distancing.

Process for Installations

If you choose Frederick Air to complete your installation, Thank you! The following will apply:

•  Team members check in daily to identify any symptoms or illness with them or in their household
• Our team members ride separately to maintain social distancing
• Wear shoe covers, face covering and gloves when entering the home
• Cover work areas with tarps and or plastic 
• Remove any and all old material and equipment from the work area
• Sanitize all work areas and equipment after install, including thermostat, furnace, ductwork, etc.
• Maintain a safe distance between team members and customers
• Customers may pay on our website, call the office, or mail a check
• Sanitize all gauges, iPads, tools, and equipment used on each install  
• Clean hands regularly during and after each installation.

Please contact us with any questions or for clarification of these policies. Thank you for being our customer!