Frequently Asked Questions & Answers

Which customers are eligible for AirCare Plus?

Currently, only commercial electric customers are eligible. Residential customers are not eligible for the Program. ↩

What kind of customer HVAC equipment can I refer?

• Unit size: Three to 60 tons.
• Unit type: Packaged units or split systems that are air cooled (air to air) can be serviced. This includes packaged units located on the rooftop, ground and wall mounted units.
• There are no kWh or kW usage limitations. ↩

How long will it take to schedule the tune-up?

In some service areas, it may be a couple of months before a tune-up appointment can be set, depending on contractor availability, weather, and location. ↩

How long will the tune-up take?

AirCare Plus services should take one to two and a half hours for most single-stage units. Multiple-stage units may take longer. ↩

Is there a cap to the demand load?

No, the tonnage of the HVAC equipment is the deciding factor for eligibility. ↩

How do I refer my customer?

Complete the online AirCare Plus Referral Form.

Do I provide gas or electric Service Agreement ID (SAID)?

Yes, please provide the electric SAID. ↩

Can I refer vacant sites?

In order to qualify for the AirCare Plus tune-up, the account has to have active electric service—otherwise the HVAC unit won’t be running. If the vacant sites do have active electric then yes, they can be referred. ↩

My customer wants their maintenance contractor to provide AirCare Plus, what do I do?

Please provide the Program with the contractor name and contact number. We will evaluate the contractor for eligibility in our Program. We enroll a limited number of contractors on an annual basis. ↩

What are the benefits of AirCare Plus?

• Advanced thermostat programming to improve efficiency without sacrificing comfort.
• Provided at no-cost to PG&E commercial customers.
• Qualification for thermostat replacement with a programmable thermostat.
• Maximized utilization of the outdoor air ventilation cooling feature, when present.
• Reduced equipment downtime and decreased premature equipment failure.
• Advanced diagnosis and optimization of the refrigerant and airflow cycle. ↩

What happens during a tune-up?

When you receive AirCare Plus tune-up services on your HVAC equipment, all major components will be thoroughly inspected and adjusted for optimal performance and energy efficiency. Even if the unit has received quality routine maintenance, an AirCare Plus certified technician can identify problems and resolve addressable issues for each of the following HVAC components:

• Thermostat Controls

  Thermostat controls are evaluated to ensure proper settings based on the occupancy schedule, guaranteeing that the unit is running only when it needs to be. Manual thermostats are replaced with programmable thermostats at no cost to the customer.

• Economizer

  Working with the AirCare Plus tools, the certified technician can diagnose the current operating condition of the economizer and, in most cases, repair or adjust it to provide as much “free cooling” as possible.

• Refrigerant Charge

  Our diagnostic tools assess the refrigerant charge and perform an analysis to identify problems. Proper charge will extend the compressor’s life and reduce energy consumption.

• Airflow

  Depending on the as-found conditions of the HVAC unit, the certified technician may clean the evaporator coils, adjust the belts, and adjust the fan speeds, resulting in improved building occupant comfort and lower energy usage. ↩

Are your contractors insured, licensed, and bonded?

Yes. ↩

What are the differences between ACP and PG&E Core Programs?

AirCare Plus Program:

• The tune-up is provided at no cost to the commercial customer.
• Only PG&E commercial customers are eligible.
• The HVAC diagnostic tools are provided to the contractor for use during the Program at no cost.
• Training for the technicians to use the diagnostic tools is provided at no cost throughout the Program period.
• The HVAC tune-up is comprehensive and covers Refrigerant Charge and Airflow, Economizer functionality and Programmable Thermostat operation and installation.

PG&E Core HVAC Program:

• The contractor must pay a fee in order to participate in the PG&E VSP Program (Please consult with the PG&E VSP Program Manager to obtain the fee range).
• The HVAC tune-up includes Refrigerant Charge and Airflow.
• Duct test and seal is a component of this program.
• Residential and commercial customers are eligible. ↩

Do you coordinate with the SmartAC Program?

Yes. If your customer is interested in the SmartAC Program, we prefer that AirCare Plus services are provided first and then SmartAC will install the SmartAC Switch instead of the SmartAC Thermostat. Please let the AirCare Plus Program know if your customer will be receiving SmartAC. ↩

How do I find out how much energy was saved?

Every month, the Program will send you Energy Savings Reports (ESRs) on the units that were serviced. These reports can be passed on to customers. ↩

How do I read the Energy Savings Reports?

In these reports, estimated energy savings are deemed based on an average unit size in our Program. The customers’ actual energy savings may be a bit lower or a bit higher, depending on the size, age, and condition of the unit, as well as the climate zone they are located in.

The “Customer Service Summary” provides a comprehensive overview of approximate energy savings for all units at the site. ↩

How do I find out when work was completed?

The Program will provide quarterly Service Summary reports to Utility Reps that includes this information. ↩

What additional information and resources are available?

We provide important Program updates for your reference in the quarterly newsletters. There is also a support team available to answer questions at our hotline 1-866-222-7344. ↩