Frequently Asked Questions
How quickly can you get here and fix my system?
We are proud of the fact that we provide same-day service on over 90% of all service calls. No matter what time of day or night you need us, our live customer care specialist is waiting to take your call, 24 hours a day, 365 days a year and our service technicians are always available to provide emergency service no matter when you call. In addition, every one of our repair trucks are stocked with over 200 parts so we can be confident that we have the part you need to fix it right away, so you don’t have to wait. And, on that rare occasion that we don’t have your part on our truck, we’ll have it out to your house within 24 hours to ensure your system is up and running. Better yet, if that part is already at our warehouse, our parts runner will race it out to your house while our technician is still on-site to get you up and running even faster, saving you time and money.
Do you offer 24-hour service?
Yes, we do. At Matheson Heating • Air • Plumbing, we understand how important it is to get your system back up and running as quickly as possible. Even if you call us at 4 a.m., we’ll put you in touch with our service technician right then and schedule your service call on the spot. Our Matheson family understands how important fast service is for your family.
What is your service area?
Located in the center of Western Oakland County, we service every community to the North from Commerce to Fenton, to the East from Commerce to Birmingham, to the South from Commerce to Northville, to the West from Commerce to Howell, as well as many outlying communities. Give us a call and we’ll take care of you. If you’re not in our service area, we’d be happy to connect you with a reputable company.
How do you determine what type of system I need?
We’ll always provide a custom solution to maximize your comfort. This is important! Unlike other HVAC contractors who arrive at your home and immediately go to the basement to quote a new version of what you already have, leave a quote on the table and then move on to the next job, your Matheson specialist will sit with you first, discussing aspects of your home that directly affect your family’s health and comfort. We’ll then measure and examine your home to make sure that any work we do fully integrates with your home and lifestyle.
Unfortunately, many people think they have to suffer through living in a home that has uneven temperatures, freely circulates allergens, and is even drier than the Sahara desert. These conditions can easily be addressed and corrected when we take the time to diagnose the root of the problem first. By teaming with you and properly analyzing your home as a system, we’re able to design the most comfortable and efficient solution for both you and your family.
What is the exclusive Matheson Integrated Glove Fit System?
Matheson Heating • Air • Plumbing is the only contractor in Michigan that provides the Integrated Glove Fit System. Every home is unique, and your heating and cooling system must be designed based upon the layout, age and use of your home in order to ensure maximum comfort and energy savings. Just like the arteries and veins running through our bodies, the size, shape and arrangement of your home’s heating and cooling system directly affects the air flow, efficiency and life span of your equipment.
Many contractors will install a furnace that is convenient for them, but NOT the proper fit for your home. Why do they do this? Because they don’t have the inventory, facility or even the training to provide a custom “Glove Fit.” In many cases, all they have is what’s on their truck so they install generic, one-size-fits-all furnaces along with mismatched ductwork, then slap on some duct tape and screw it all together, which ultimately costs you more money in the long run.
Simply put, one size does NOT fit all. That’s why at Matheson, we create your entire system from the ground up, right here in our own custom metal fabricating facility. The Matheson Integrated Glove Fit System is carefully designed to harmonize with your home, making you perfectly comfortable during each season and every time of day. Don’t settle for anything less. You can download our complete Integrated Glove Fit System guide right here on our website.
Are your employees background-checked and drug-tested?
No one wants to have an unpleasant or uncomfortable experience with a service contractor. Unknown to many, it’s a fact that plenty of service contractors were trained in prison. In fact, heating and air conditioning repair and plumbing are two of the most common trades taught in prison. To protect our customers, everyone on our team is thoroughly background-checked and drug-tested. In addition, they’ve each signed off on the Code of Ethics and Competency Guide for heating, cooling and plumbing companies. No other company offers this level of protection. In addition, the HVAC industry is notorious for its high turnover of employees. At Matheson, we have extremely low turnover and our average technicians have been with us for over 15 years. You may even get to meet Buck, our installation manager, who’s close to celebrating his 45th year with us! Our customers know, like and trust the Matheson family of technicians.
Are you going to Pull a Permit?
It’s a State of Michigan requirement to pull a permit on certain jobs. But the reality is that 30-40% of service contractors don’t pull permits. This usually means they’re trying to cut corners somewhere, or they’re not properly licensed and insured. Pulling a permit protects you, the homeowner, because it ensures that a third party validates and inspects the project. At Matheson, we pull a permit on every installation to protect the homeowner. Please be sure that any contractor you choose to work with pulls a permit so that you and your family are protected.
Are you licensed and insured?
All HVAC and plumbing contractors are required to be licensed by the State of Michigan. This seems like a simple thing to expect from a service contractor however national statistics show that two-thirds of all contractors are actually not licensed and insured. HVAC is not just simple furnace or air conditioner installation. It demands serious consideration and planning. If you don’t ask this simple question, you run the risk of severe property damage and injury from improperly installed systems, as a result of doing business with folks who are not licensed and insured. Matheson Heating • Air • Plumbing not only meets the minimum insurance requirements but also has an additional $2,000,000 umbrella policy for your protection and peace of mind. Always ask your contractor for a copy of their workmen’s compensation and liability insurance as well as their State of Michigan license number. You can also contact the Michigan Bureau of Construction Codes to be sure all licensing requirements are being met.
Are your trucks marked with the name of your company?
You may not think it’s important for a contractor to have their trucks marked with their company’s name on it. But, actually, it’s a really big red flag. Think about it, the only reason a company wouldn’t want their trucks to be marked with their company’s name on it, is to keep people from knowing who they are. This is especially true if they don’t pull permits or if they aren’t licensed and insured, and maybe they don’t want the inspector dropping by while they’re on the job. At Matheson, we add this extra level of protection for our customers by making all of our trucks easily identifiable with the Matheson logo permanently displayed in large letters. We make are trucks easy for everyone to find, because we’ve got nothing to hide.
Should I be concerned if a contractor’s technicians are paid by the job or piece?
Yes, you should be concerned. It’s unfortunate, but many companies use subcontractors who earn a commission on every dollar they can get from you. The more they charge you, the more money they put in their own pocket. And some companies claim they don’t use subcontractors, but they still pay them on a “per job or per piece” basis, just like a subcontractor, which results in exactly the same poor quality you’d expect from a subcontractor. At Matheson, we take pride in our workforce and have experienced technicians that are paid by the hour. Our technicians are there to get the job done right the first time, no matter how long it takes. They’re not incentivized to rush your installation so they can hurry to the next job and more money. We take our time and make sure your system is installed perfectly using manufacturer recommendations as our minimum standard. Most importantly we want to make sure you receive ALL of the comfort and energy efficiency you’ve invested in. That’s the Matheson Advantage. We’ll give you a quoted price upfront and that’s the price you’ll pay.
Do you use subcontractors?
Make sure you find out if your contractor uses subcontractors. Unfortunately, it’s common for companies here in Michigan to hire the least expensive labor they can find which often results in a negative experience for the customer. A reputable company should be able to provide you with service from licensed and insured technicians who actually work for the company and will maintain the company’s highest level of quality and standards just as our technicians do here at Matheson Heating • Air • Plumbing.