HVAC questions, answered the way we'd answer on the phone.
These are the questions we hear most from Lexington homeowners. If yours isn't here, call or text (859) 684-3259 and ask Ahmad or Ammar directly.
Pricing questions
How much does a service call cost?
A service call starts with a diagnostic. Our regular diagnostic is $79, but mention our online special when you call or text and it's just $39. We check the whole system, find the problem and explain it in plain language. Then you get a firm, flat-rate price for the repair before any work starts. If you approve it, the full $39 is credited toward the repair. If you don't, the $39 is all you owe. There's no travel surcharge anywhere in our service area.
Do you give free second opinions?
Yes, on replacement quotes. If another company told you that you need a new AC, heat pump or furnace, we'll come look at your system and go over that quote for free, and tell you honestly whether a repair would do. When something isn't working and you need a repair, the visit is our diagnostic: $39 when you mention our online special (regularly $79), credited in full to any repair you approve. More on second opinions.
Do you charge more for nights, weekends or holidays?
No. We're open 24/7, and there are no overtime fees on nights, weekends or holidays. A furnace that quits at 2 a.m. on Christmas gets the same $39 diagnostic special and the same flat-rate pricing as a weekday afternoon call. We don't think you should pay extra because your system picked a bad time to break.
How does repair pricing work?
We price by the job, not the hour. After the diagnostic, we tell you what's wrong, what it takes to fix it and the exact price. That price is firm, so it doesn't change if the job takes longer than expected. Nothing starts until you approve it. We don't post repair prices online because every repair is different, but you'll always know the number before we start.
What is the Comfort Club?
The Comfort Club is our maintenance plan. It's $180 a year and includes two tune-ups, one heating and one cooling, plus 20% off repairs, priority scheduling and no overtime fees. It fits homeowners who want both tune-ups every year, especially with a heat pump. If you'd use the repair discount, the club usually comes out ahead. More on the Comfort Club.
Scheduling and service area questions
How fast can you get here?
Most Lexington calls are same-day. When you call or text, one of the owners answers and gives you a realistic arrival time based on where we are and what's on the schedule. We're open 24/7, so calls at night and on weekends get answered too. For towns farther out, same-day is still common, and we'll tell you honestly when to expect us.
What areas do you serve?
We serve Lexington, Nicholasville, Georgetown, Versailles, Winchester, Frankfort, Danville, Stanford, Cynthiana and Mt Sterling. There's no travel surcharge anywhere in that area, so a call in Stanford or Cynthiana costs the same as one in south Lexington. If you're just outside those towns, call or text with your address and we'll tell you whether we can get there. See all service areas.
Who will show up at my house?
One of the two owners, Ahmad or Ammar. HVAC Doctor is owner-operated, and we don't use subcontractors. One of us answers the phone and one of us does the work, so the person who hears about your problem is the person who fixes it. If you have a question after the job, you call the same people.
What should I do before you arrive?
Check that the thermostat is set to Heat or Cool with fresh batteries, the breaker is on, the furnace switch is on and the filter isn't clogged. Clear a path to the equipment and put pets away. Safety first: if you smell gas or a CO alarm is sounding, leave the house and call your gas company or 911 from outside. If you see sparking, shut the system off at the breaker if it's safe, and call 911 for smoke or fire.
Licensing and equipment questions
Are you licensed and insured?
Yes. HVAC Doctor holds Kentucky HVAC license HM07217, and we're licensed and insured. We've been keeping Lexington homes comfortable since 2016. Every job is done by one of the two owners, not a subcontractor, so the license and insurance you're relying on belong to the people actually doing the work.
Should I repair or replace my system?
Start with what failed and how old the system is. Under about 10 years old, repair is usually the right call. Between 10 and 15, weigh the repair cost against the system's age and condition. Past 15 years, or on a second major repair, ask us for repair and replacement quotes side by side. If you already have a replacement quote from someone else, our second opinion on it is free, and we'll tell you honestly whether a repair would do. Read the repair-or-replace guide.
What's the deal with R-410A and R-454B?
New residential AC and heat pump equipment made since 2025 uses A2L refrigerants, mostly R-454B or R-32, instead of R-410A. That rule applies to new equipment. If your system uses R-410A, it can still be repaired and serviced, and you don't have to replace it because of the change. When you do replace it, the new indoor and outdoor parts must be matched.
Do you install new systems, and which brands?
Yes. We install air conditioners, heat pumps and furnaces, and for AC and heat pumps we install all major brands. Every AC and heat pump is sized with a Manual J load calculation instead of a rule of thumb, and most installs are done in one day. We pull permits where required. You get a firm quote that lists what's included before any work is scheduled. More on installation.
Do you clean air ducts?
No. We don't offer duct cleaning. If you want it done, hire a company that specializes in it. We handle indoor air quality through the equipment instead: better filtration, UV lights, whole-home humidifiers and dehumidifiers. If we notice a duct problem during a visit, like a disconnected run or crushed flex duct, we'll point it out.
Do you work on heat pumps and mini-splits?
Yes. We repair and service heat pumps and ductless mini-splits, and we install heat pump systems. Heat pumps are common across Central Kentucky, and some winter worries about them turn out to be normal defrost cycles or aux heat. When something is actually wrong, our diagnostic finds it ($39 when you mention our online special, regularly $79). More on heat pump service.
Heating season questions
When should I schedule a furnace or heat pump tune-up?
Early fall, before the first cold snap. A heating tune-up in September or October catches weak igniters, dirty flame sensors and failing capacitors before they quit on the first cold night. Comfort Club members get one heating tune-up and one cooling tune-up every year as part of the $180 plan. More on tune-ups.
Why does my furnace smell like it's burning when I first turn it on?
A dusty, burning smell for the first few minutes of the heating season is usually normal. Dust settles on the heat exchanger or heating elements over the summer and burns off the first time the heat runs. If the smell doesn't fade after the first hour or so, smells electrical or like hot plastic, or you see smoke, shut the system off and call us. If you smell gas or a CO alarm sounds, leave the house and call your gas company or 911 from outside.
Should I switch my heat pump to Emergency Heat?
Only if the heat pump has stopped heating or the outdoor unit is iced solid. Emergency heat (EM heat) shuts off the outdoor unit and heats the house with backup heat, usually electric heat strips, which cost a lot more to run. It's normal for aux heat to come on by itself during defrost or on very cold days. If you need EM heat to keep the house warm, something needs repair, and our diagnostic will find it ($39 online special, regularly $79). Heat pump not heating?
How often should I change my furnace filter?
Check it once a month while the heat or AC is running. Standard 1-inch filters usually need changing every 1 to 3 months, more often with pets, allergies or construction dust. Thicker 4- to 5-inch media filters usually last 6 to 12 months. A clogged filter is one of the most common reasons a furnace overheats and shuts itself off, or an AC coil freezes.