Choosing a Contractor

Installing central air

Consumer magazines and guides, government agencies and industry experts agree that choosing the contractor is the most important part of a buying a new central air conditioner. Contractors sell a limited selection of brands, often just one. The upside of that is that they may not have a financial incentive to promote a particular brand.

If you don't already have referrals for several contractors from neighbors, friends or relatives, the starting points are your local utilities and local or state government. Some utilities and government agencies certify HVAC contractors or maintain a referral list. Qualifications vary by utility and jurisdiction.

If you're considering buying an air conditioner from a big-box store such as Lowe's, find out how the store/chain screens its installers and which party is responsible for the installation warranty. We didn't find any sources that particularly recommend buying from a big-box store, and the chains do not advertise or sell central air conditioners on their websites.

Experts agree that referrals and references are the most important selection criterion. They recommend calling references. If you do that, ask for references in your neighborhood. You can check several neutral resources to identify a public record of testimonials and complaints. Those include the Better Business Bureau, Angie's List and regional professional associations (such as a home builders' association). Contractors should be licensed (if your state does that), bonded and insured.

Make sure that the installer is certified by the North American Technician Excellence association (NATE), the most prominent certification organization; you can also check manufacturers' websites for premium installers who have met certain requirements and received additional training from the manufacturer.

When you've narrowed your choices, contractors mention several other important screening tools. Ask how long the company has been in business. Find out how many years of experience their technicians have, and how many technicians they have. An average of five to ten years experience is recommended.

Several contractors stress post-sale considerations. These are critical if you choose to buy a service contract, but also potentially important if you have a warranted hardware or installation problem. Some contractors offer some form of 24-hour service. Some will even come to your house in the middle of the night (but you'll pay a premium for that). Many contractors promise same-day service for an emergency.

Experts say you should solicit estimates from three contractors. Each contractor should inspect your current system, if any. Use the ACCA "Quality Installation Checklist" to evaluate them. This worksheet will also help you compare each contractor's bid with the quantity and quality of service you will get. It contains detailed instructions for consumers, and covers the questions you should ask contractors. ACCA is one of several organizations that provide search-by-zip-code directories of contractors on their websites. Others are mentioned in the ConsumerSearch Best Research and All Reviews sections.