When booking a service in.
Do you work on my type and brand of unit?
Yes we work on all types and brands of systems. In 13 years we have not come across a brand we cannot work on. All of our technicians are ARC Tick Approved they are all qualified experienced tradespeople and hold the necessary licences. So you can be assured that by using Bass Coast Refrigerators your warranty will not be void & your property not protected if there is subsequent damage.
What is the cost for a service or repair?
We have a standard call out fee which includes the first hour on site.
- Standard Service: If you are after a service only on one working system then that fee is all you will pay, provided there are no parts or refrigerant required. The time required to service one system is approximately one hour, if it takes us longer you will not be charged for the additional time taken. Please refer to our pricing page for details.
- Repairs: We charge the same standard call out rate which includes an hour, in most cases we will get the system operating again within the hour, however that fee does not include any parts or refrigerant that may be required. We will always provide you with a quote before proceeding to repair so that you are fully aware of the total cost before we begin. You will never be charged more than the initial service call fee for a diagnosis. Please refer to our pricing page for details.
- How much would it cost to repair or re gas my system? In most cases we can get the system up and running within the hour. However as there are so many types, sizes and brands of units, as well as different types of refrigerants (gas) used, and many different potential faults your unit may have, its impossible to provide a quote without first diagnosing the fault, getting the model and serial number from the unit, chasing the cost of the faulty parts and estimate time based on repair. Therefor booking a service call is the only way we can provide you with a solid quote to repair.
Do you offer free quotes?
We provide free quotes to supply and install a new system, We do not provide free quotes to repair a system as we would need to first send a technician to diagnose the fault. Please see our pricing page for details.
Can you give me a specific time for my booking?
As our technicians are out and about doing many jobs throughout the day it can be difficult to narrow it down to a specific time. We will provide you with a two hour window and the technitian will call you half an hour before he arrives on site.
How long will my job take?
A service on one system usually takes between 40 minutes to an hour. If it’s a simple enough repair we can usually get it done with in the hour. Should parts need to be ordered we would provide you with a quote.
How do I pay?
Payment is due on the day of service. Once the work is complete the technician will process the payment with you. If there is a reason you are not on site at the time ( ie.. rental properties etc..) you will need to be contactable so as to process the payment before we leave site. Once the payment goes through you will be emailed a receipt and provided a with a description of the works carried out.
What forms of payment do you accept?
We take payment through visa or master card, direct debit and cash. Once paid you will be emailed a receipt of payment and provided a with a description of the works carried out. we do not take American express or dinners club.
Do I get a warranty on a service or repair?
We provide 12 months warranty on all service and repair work carried out by Bass Coast Refrigerators. However we do not cover “aged” components which were working at the time of service and that may fail at some point. If we can for see that a part does look suspect at the time of service we will recommend it be replaced and provide you with a quote at that time.
Should I get my system serviced regularly?
Service and maintenance is very important! Like your car, Air Conditioners and heaters need regular service and maintenance to improve your chances of efficient and effective operation. Maintenance will drastically reduce the chance of a break down and will also prolong the life of your investment. By getting a service you will also be reducing your energy consumption which in turn save you money in the long run.
What do you do in a service?
The following lists are a very short brief of some of the things we provide while servicing your equipment. We do perform other important checks and address issues as we find them.
Ducted reverse cycle system
- Retighten all flare nuts to eliminate any potential gas leaks
- Go over all electrical connections and retention them
- Test current draw of electrical components
- Go over all of the duct work to make sure there are no air leaks
- Check correct airflow throughout the system
- Check the gas charge is still correct
- Check the condensate drain for correct installation and fall. A faulty drain could cause major damage to your ceilings and walls
- Clear out the drain
- Coil clean outdoor coils
- Inspect and clean the return air filters
- Clear out any insects and rodents from the system
- Check the operation of the thermostat
- Check the units switching between heating and cooling effectively
- Check both the indoor and the outdoor unit is level and not dropped on one side
- Go over the insulation on the refrigerant pipe work, ripped and torn insulation can cause flooding which could damage ceilings and walls
Wall mounted split system
- Retighten all flare nuts to eliminate any potential gas leaks
- Go over all electrical connections and retention them
- Test current draw of electrical components
- Check the gas charge is still correct
- Check the condensate drain for correct installation and fall. A faulty drain could cause major damage to your ceilings and walls
- Clear out the drain
- Coil clean the indoor and outdoor coils
- Inspect and clean the return air filters
- Clear out any insects and rodents from the system
- Check the operation of the thermostat
- Check the units switching between heating and cooling effectively
- Check both the indoor and the outdoor unit is level and not dropped on one side
- Go over the insulation on the refrigerant pipe work, ripped and torn insulation can cause flooding which could damage ceilings and walls
Ducted gas heating
- Retighten all flare nuts to eliminate any potential gas leaks
- Go over all electrical connections and retention them
- Test current draw of electrical components
- Go over all of the duct work to make sure there are no air leaks
- Check correct airflow throughout the system
- Check the gas pressure is still correct
- Inspect the burners for safety
- Clear out the drain
- Clean the fans
- Inspect and clean the return air filters
- Clear out any insects and rodents from the system
- Check the operation of the thermostat
- Check the unit is heating effectively
- Perform CO2 testing throughout
Ducted evaporative cooling
- Retighten all water connections to eliminate any potential water leaks
- Go over all electrical connections and retention them
- Test current draw of electrical components
- Go over all of the duct work to make sure there are no air leaks
- Check correct airflow throughout the system
- Check the water pressure is still correct
- Clear out the drain
- Clean the fans
- Inspect and clean the filter pads
- Clear out any insects and rodents from the system
- Check the operation of the thermostat
- Check the unit is heating effectively
Faults & technical questions
The remote / controller is blank and does not display
If it’s a hand held remote it will take batteries which should be replaced. Most hand helds take AAA size. If you have a fixed remote controller which is dead check the circuit breaker in the switch board is turned to the on position. Then check the outdoor system and make sure the isolator on or around the unit is turned on.
My air conditioner is blowing hot air when set to cooling.
Most commonly this could be a sticking reversing valve. Try switch the system from cooling to heating a few times, in some cases this action will free the valve up and get it to the cooling position again. If this does not help there will be further faults a qualified technician would need to address.
My air conditioner is blowing room temperature air when set to either heating or cooling.
Check your settings on the remote controller or hand controller. Is it set to the desired setting? Make sure the isolator next to, or on the outdoor part of your system is turned to the on position. Make sure the correct circuit breaker or circuit breakers with in your switch board is in the on position. Failing those first three options There are a few mechanical things which can cause this to happen. The most common fault is lack of refrigerant (gas). If this is the case you will need one of our technicians to diagnose and provide you with a quote to repair the gas leak and recharge with a new refrigerant charge.
The air coming out is not very strong
Check the return air filter. Is it clean? If not, turn the system off. Remove and wash the filter under water, allow it to dry and reinstall. Once installed turn the system on and check to see if that’s made a difference. If the filter was dirty and looked like it hadn’t been cleaned for some time we strongly recommend you get the system serviced and request an indoor coil clean as dirt has most likely gone through to the coil which will in time cause larger faults.
My air conditioner is leaking water
- Wall split and ducted reverse cycle systems:The most common fault is that the condensate drain has blocked up. Check the drain pipe is clear and flowing correctly. Check the return air filter is clean. Failing that you need to get a technician out as soon as possible as these faults could damage ceiling and walls in a very short space of time.
- Evaporative cooling: Turn off the water supply to the system. Remove all filter pads and hose them out. Carefully Re install. Turn the water supply back on and test run the system. If this does not rectify the system please call and to arrange a service call, as stated above these faults could damage ceiling and walls in a very short space of time.
My system smells when operating.
Smells are usually caused by the following:
- Cigarette smoke
- Rodents being present with in the system. Mice, Rats, possums and Cats are the biggest culprits.
- Wet dirt build up on the coil
- Location of the return air filter
- Torn or ripped duct work
Gas heater: We strongly recommend that you get one of our technicians out as soon as possible to check the co2 levels. A leaking gas heater can be deadly and we do not recommend you inspect it without being qualified.
Wall mounted split system: Check the filters are clean and dry. Check the drain is clear and water flows though freely. If it still smells its very likely you require a service with an indoor coil clean.
Evaporative cooling and reverse cycle ducted system: Check the filters are clean and dry. Check the drain is clear and water flows though freely. Check for animals and animal droppings within your ceiling and duct work. If it still smells its very likely you require a service with an indoor coil clean.
How much would it be to replace my duct work
If you require all of the duct work to be replaced please send us and email with the type and brand of the system you have as well as the total number of outlets you have throughout the home. We will be able to provide you with a “site unseen” price via email or phone. In the majority of cases you can re use all fittings, ceiling and or floor outlets only replacing the flexible duct.
What are the most cost effective settings I should set my heating and cooling for.
In Summer the most effective temperature set point is 23 degrees. For the winter months 19 to 20 degrees are best, these temperatures will provide comfortable temperatures throughout the year and help to lower your energy costs.
Winter Defrost
In the winter months, when your system is running in the heating mode, you will find that the outdoor unit will build up ice. A certain amount of ice is normal. The system will most likely have a defrost function that will remove the ice periodically. The full defrost mode can last up to 30 minutes. You need to leave the system turned on throughout this process so as to allow the function to complete its cycle.
Outdoor location
The outdoor unit needs to be free and have good clearance around it to allow adequate air flow. Do not put or store things in and around it as this will creat over heating throughout summer and under condensing in winter.
Maintenance
Maintenance is very important! Like your car, Air Conditioners and heaters need regular service and maintenance to improve your chances of efficient and effective operation. Maintenance will drastically reduce the chance of a break down and will also prolong the life of your investment.
Trouble shooting guide
Below is a simple troubleshooting guide you can use to try and rectify the fault on your air conditioning and heating unit before calling in one of our quality technician’s.
Fault : There’s little or no Airflow coming from my air conditioner, wall split, reverse cycle ducted or gas ducted heating system.
Checks
- Are the filters clean?
- Is the indoor coil clean?
- Are the ducts in the ceiling or under the house connected?
- Is the fan motor running?
- Is there furniture blocking the return air grillDid this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : System seems to be in standby mode and not doing anything.
Checks
- Check the settings on your thermostat. Is it set to cooling with the temperature down. Or in heating mode with the temperature set up. For example if you have the controller for heating but have the temperature set down low the system will not operate.
- Replace batteries on the controller. It may not be sending a signal strong enough.
- Check the system is turned on at the meter box.
- Is there an isolation switch on the outdoor unit? Is it switched on?Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : The air conditioner doesn’t heat or cool the room effectively.
Checks
- Have the return air filters been cleaned?
- Is the temperature on the controller set appropriately?
- Are the doors or windows open?
- Is the outdoor unit clear, is there anything stacked around it?Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : The heating does not blow flow immediately when switched on.
Most heating systems will take approximately 4 minutes to start blowing warm air. More than likely the system is waring up and will start blowing air once the indoor coil is hot.Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : The unit does not start for a few minute’s
Checks More than likely there is no fault and the unit has a time delay built in. If the system does actually start and operate as normal after about 4 minutes its highly likely that no fault is fault present.Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : The heating or cooling system stops and a light on the unit starts blinking
Checks
- The system may be in defrost mode. This means it will be defrosting either the indoor or outdoor coil. Let it go for about 20 minutes and allow it to finish this cycle.
- Has the power been interrupted? Did you have a black out? If so reset the circuit breaker in the switch board.
- Is the timer incorrectly set?Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : The airconditioner operates abnormaly
Checks
Some electronic devices can cause this if they are used with in close proximity. Unplug devices close to unit and test run.Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : Theres water coming out of my system
Checks All refrigerated reverse cycle air conditioners will produce condensation, and ice build up on either the outdoor coil or the indoor coil depending on which mode you have set. Water will drain from the unit when in defrost mode. If you have an evaporative cooler it will most likely be a dump cycle which changes the water over. This is normal, however if you do not have it drained into the gutter or elsewhere we would strongly recommend booking us in to do run a drain.
Fault : Water is leaking out of my unit inside the house. Or in the roof.
Checks The condensate drain is likely blocked. Turn the system off and try to locate the outlet outside. clear it. If this doesn’t work call our office.Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : My ducted gas heater is blowing cold air
Checks 2. Check your settings on the thermostat. 3. Is the gas turned onto the house? 4. Is the piolet light turned on? 5. Are the ducts all connected?Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Fault : An unpleasant odor is omitted from the system.
Checks
- Are the filters clean?
- Is the indoor coil clean and free of dirt and dust?
- Have you recently had pests or rodents in the house?
- Check the duct work.Did this solve your problem? If not please contact Bass Coast Refrigerators for a service call.
Can we fix it? Yes we can.
Re gassing
Be careful here. A lot of people are under the impression their system should be re gassed every year. This is a false statement. A system only needs to be re gassed if it has a gas leak. If it never develops a gas leak it never requires “re gassing”. In saying that, there are a lot of units we come to which have developed a gas leak due to wear and tear, however most are from ill installed systems. Like the tires on your car In order to regass the unit we must first locate and repair the gas leak. Evacuate the system and then add the appropriate refrigerant / gas to your unit. Having Bass Coast Refrigerators service your system annualy will help prevent costly gas leak repairs. Below is a list of units with an average time it takes us to repair. Please remember this is just an average. • Wall split units. One hour • Cassette unit: One hour fifteen minutes • Multi split systems: One hour fifteen minutes • Ducted revers cycle: two hours • Ducted gas: one hour IMPORTANT A leaking system could coarse harm to you and your family, especially if it’s a natural gas system. If you suspect you have a gas leak please shut the unit down and call us immediately.
Relocating my unit
We have a lot of clients who renovate their home which means the system needs to be moved. We can relocate the indoor, out door, duct work, refrigeration pipe work or electrical works as you need. Please call with a description and we can provide you with a quote.
Do you clean ducts
We do not clean the ducts, we find that if your system has dirty ducts throughout it would be safer to replace with new duct work as we have not found a system which effectively cleans back to new condition. If you would like a quote to replace the ducts in your home please email through the type and brand of system you have with the number of outlets in the home.
Do you replace filters
Yes we do replace filters, particularly on ducted systems. When making your booking Please let us know so we can bring the new material with us, and we will provide you with a price upon booking.
Would you have parts for my system with you.
Its highly likely we will have them with us, however as there are so many different types, brands, models and year types its impossible to guarantee. We stock a range of the most popular brands. If we do not have it in stock we can usually get it within a couple of days. All or our parts we use are of high quality and come from the manufacturer rather than cheap imitation spares. They come with a manufacture warranty.
How much will it cost to fix my system.
This is an impossible question to answer as we would need to first diagnose it to find out what’s needed. In most cases we can get it up and running within the hour however it may needs parts.
Do you work on my brand
Yes we work on all types and brands of heating and cooling systems.
My units noisy
If it’s a new noise it should be checked out by one of our service techs.
Would my system have stopped working if I had it serviced.
Its highly unlikely that your system would break down if you had it serviced annually. Its proven that a serviced air conditioning or gas heating system will run more efficiently and reduce running costs dramatically in comparison. Please see the “what we do in a service” page and call us today to set up a regular maintenance schedule on your system. We will contact you after 12 months from the date of your last service so you don’t need to remember to have it done. Like your car air conditioning and heating systems are an expensive investment to buy, are highly used in Australia’s harsh climate and therefor need to be maintained.
What if my systems not worth fixing
On the rare occasion we find your system is beyond repair we will provide you with a quote to replace the unit. Once you accept our quote we provide you with a refund for the cost of our service call.
How long should me air conditioner last?
Most systems should last between 15 band 20 years depending on the installation and if it has been serviced on a regular basis.
Can you come out today
Normally we can come same day or next day. During peak season it usually blows out to two or three days.
