Frequently Asked Questions

• Why should I get a preventive maintenance plan?

  Constellation offers a variety of HVAC Maintenance Plan options that can be tailored to meet the needs of your business. Our plans provide dependable routine inspections that helps ensure your equipment is operating efficiently and reliably, while helping control operational costs.

• What is ‘24/7 Emergency Service’?

  Emergency Service is determined by multiple factors, specifically around the potential impact on a customer’s well-being/health and/or possibility of damage to equipment/property.

• What is ‘Priority Service Scheduling’?

  Preventive Maintenance Plan customers are provided priority scheduling over non-plan customers, particularly during peak months and when out of service.

• If I sign up today, how long does it take to go into effect?

  The plan begins in 30 days. You will receive a welcome package via email after your enrollment with complete details.

• How long is the contract period?

  The contract is a minimum of 12 months of coverage and will automatically renewal on an annual basis thereafter.

• What is the cancelation policy?

  If you cancel this Contract within thirty (30) days of the date issued and an inspection has not been rendered, we will refund all amounts paid.
  If you cancel after the first 30 days, or if inspection(s) has been rendered, then refunds will be prorated based on the number of inspections remaining under the term of the Contract.

• Is there an early termination penalty?

  No. (see “What is the Cancelation Policy” question for more detail.)

• Who do I call when I need service?

  Call Constellation 24 hours a day, 7 days a week at 877.427.2003, or visit ConstellationBuildingSystems.com.

• Who do I contact if I have questions about my bill, comments about the service I received, or need more information?

  Call Constellation anytime at 877.427.2003.

• What is ‘utility billing’ option? How do customers enroll?

  Constellation customers can elect to have their preventive maintenance plan charges billed on their BGE utility bill. Customer simply need to provide their 10-digit Electric Choice ID (or Gas Choice ID), which can be found on their most recently utility bill. The charges for their plan will appear in the ‘Other Charges’ section of their utility bill. This billing option is available to only BGE utility service addresses only.

• How does a customer enroll in recurring billing or make a one-time payment with a credit card/checking account?

  Customers can visit ConstellationBuildingSystems.com/pay to enroll or make a payment, or call 877.427.2003 for assistance. Customers will need their Constellation Customer ID, which will be provided on the first invoice or by contacting Customer Care.

• Are there any stipulations to signup for a maintenance plan?

  You must be the business decision-maker to authorize a Preventive Maintenance Contract.

• Do we just sell to businesses that own the property?

  No. Often businesses that lease properties are also responsible for HVAC system maintenance.

• How much information does the customer need to know about their HVAC, and what do I need to gather?

  The customer simply needs to confirm:

  1. Does the business have both Heat & Air Conditioning, Heating Only or Air Conditioning Only?
  2. How many pieces of equipment at the property?

  When the technician visits the property the first time, they will assess the number of systems/equipment present.

• Is there a pre-inspection required?

  No.

• What does HVAC stand for?

  Heating, Ventilation and Air Conditioning

• Do the plans cover a window air conditioners?

  No, only central air conditioning systems are covered.

• Do the plans cover a baseboard heaters?

  No, only heating systems, such as furnaces, boilers, roof-top units, PTAC, etc.

• What is a ‘Trip Charge’?

  A ‘Trip Charge’ is a required fee for each service call.

  As an example, if requesting a repair on a cooling system, a trip charge would apply to send a HVAC technician. And, if requesting a repair for a plumbing issue on the same day, a trip charge would apply to send a plumber.

• What is an ‘Emergency Trip Charge’?

  If service is requested outside of normal business hours (8 am – 5 pm), an additional charge may apply in addition to the standard trip charge to dispatch a technician, plumber or electrician.

• What is the ‘Proactive Service Option’?

  To expedite minor repairs to your HVAC system, you have the option to preauthorize repair work up to a defined threshold. This will help ensure minor repairs are made immediately, which can avoid repeat visits and additional truck charges.

• What’s the difference between an ‘Annual’ vs ‘Operational’ inspection?

  An ‘Annual’ inspection is a more comprehensive inspection with additional features beyond the ‘Operational’ inspection. See ‘What’s Included in Inspections?’ on enrollment page for more details.

• Are belts included within the PM coverage?

  Yes, standard belts are included.

• Are air filters included within the PM coverage?

  Yes, standard (pleated, MERV 8) filters are included. Additional charges may apply for non-standard, high-efficiency filters.

• What are the extra benefits of being a PM Plan customer?

  PM Plan customers receive additional benefits, including:

  • 5% Off HVAC Systems Replacement
  • 5% Off Water Heater Replacements
  • 10% Off Parts for Any Plumbing & Electrical Repair
  • Discounted Labor Rate for Any Repair
  • 24/7 Emergency Service
  • Unlimited Service Calls
  • Priority Service Scheduling