FAQs
Your questions, answered
Servicing, repairs, installation, warranties and rebates with Macedon Ranges Gas & Air. If your question is not here, call or send an enquiry.
General
- Where are you based, and which areas do you cover?
- We are based in Sunbury and service the Macedon Ranges and surrounding areas. Gisborne, Sunbury, Kyneton, Macedon and Woodend are home ground, and our technicians work across Mount Macedon, Riddells Creek, Romsey, Lancefield, Trentham, Wallan, Kilmore, Bacchus Marsh and the towns around them. See the where we work page, and if you are further out, ask: we will tell you honestly what timing looks like.
- Do you use subcontractors?
- No. Our technicians are our own employees, and the people who quote your job are the people who do it.
- Which brands do you work on?
- We service and repair all major heating and cooling brands. For new systems we are factory-trained dealers for ActronAir, Brivis and Rinnai and purchase directly from these manufacturers, we have substantial hands-on experience with Mitsubishi Electric, and we install other brands where they suit the home.
- Are you licensed and insured?
- Yes. Our technicians are licensed for the gas, electrical and refrigerant work they do, and the business is insured. Licence details are available on request.
Costs and quotes
- How are service and repair visits priced?
- You are given the price when you book, before any work starts, and a diagnostic visit is priced upfront in the same way. If a repair needs parts we do not carry, you get a written price for the part and the return visit before we order anything.
- Do you give fixed quotes?
- Yes. Installations and replacements get a written quote after a site visit, and the price is fixed unless something genuinely unforeseen turns up, in which case you hear about it before the work, not on the invoice. Service and repair visits are priced upfront before we start.
- Why is your quote higher than another one I have?
- Often because it includes things the other quote does not: a heat load calculation, ductwork sized to the airflow, a properly sized return, outlets chosen for the room, zoning designed for the household, commissioning, and our 9 Year Labour & Workmanship Warranty. Ask the other installer which of those are in their price.
- Do you show service prices on the website?
- No. Prices depend on the system, its condition and what it needs, so we give you the price when you book, before any work starts.
Servicing and repairs
- How often should my systems be serviced?
- Evaporative coolers annually in spring. Gas ducted heaters and gas log fires: Energy Safe Victoria recommends at least every two years, and annually for older or hard-working heaters. Split systems every one to two years, with filters cleaned by you during heavy use.
- My heater is showing a code. What does it mean?
- Look it up on our error code guides for Brivis and Rinnai, Braemar and Bonaire. Turn the heater off, try one reset, and if the code returns book a repair and tell us the code.
- Do you repair systems you did not install?
- Yes, all major brands, whoever installed them.
- Can you service the heater and the cooler on the same visit?
- Yes, and it saves a call-out. Many customers book both together.
Installation
- How do you decide what size system I need?
- From the home's heat load: floor area, ceiling heights, orientation, glazing, insulation and how the rooms are used. Not from a rule of thumb or the badge on the old unit.
- Ducted, multi-head or split systems?
- Ducted usually wins for whole-home comfort where there is roof space; multi-head where there is no roof space or only some rooms matter; a single split for one room. Our multi-head versus ducted page sets out the trade-offs and the site visit settles it.
- Can you reuse my existing ducts?
- For a like-for-like gas heater replacement, often yes, where the existing ducts are sound and suitably sized; we inspect them first. For a new ducted reverse cycle system, no: every ducted reverse cycle installation we do gets new, correctly insulated ductwork designed for the airflow of the new system. Gas heating ducts are sized and laid out for a different job, and reusing them is one of the most common reasons a new reverse cycle system disappoints.
- How long does an installation take?
- A split system or a like-for-like changeover is usually a day. A whole-home ducted installation or gas to electric conversion is typically one to two days on site.
- What does the 9 Year Labour & Workmanship Warranty cover?
- Our installation workmanship on systems we install, for nine years. The equipment itself carries the manufacturer's product warranty. The warranty page explains the scope and the terms and conditions that apply.
VEU and rebates
- What is the Victorian Energy Upgrades program?
- A Victorian Government program that provides discounts on efficient reverse cycle heating and cooling when it replaces an older system. Only accredited providers can apply the discount, and it is applied at the time of the upgrade.
- Am I eligible?
- Households, businesses and private rentals are eligible under the program, subject to rules about what is being replaced and what replaces it. We check for your home before you commit; see the eligibility page.
- How much is the rebate?
- It depends on the system, what it replaces and the program's current settings, which change. We confirm the figure for your home in the written quote rather than publishing numbers that go out of date.
- Who processes the rebate?
- VEU rebate administration for Macedon Ranges Gas & Air projects is processed under Melbourne Gas & Air, another trading name of the same legal entity. The details are shown in your quote.
Get in touch
Still have a question?
Prefer to talk? Call 1300 369 400, monday to friday 8:00am to 5:00pm, Saturday 9:00am to 1:00pm.