Qualify the reason for the call. Ask what the customer sees, smells, hears, or experiences; when it started; whether debris exits registers; whether there was renovation, water intrusion, smoke, pest activity, or HVAC work; and whether one or multiple systems are involved.
Inspect before prescribing. Explain how accessible components and representative duct sections are viewed and documented. If the provider uses photos or video, identify where each image came from. Avoid diagnosing mold from appearance alone or using an unrelated “before” image.
Choose clean, repair, replace, or defer. Cleaning may not correct a disconnected, crushed, leaking, wet, deteriorated, or contaminated porous section. State when the customer may need
duct repair, moisture-source correction, pest remediation, material replacement, or another qualified assessment first.
Freeze the included system. Count systems, returns, supplies, zones, air handlers or furnaces, and accessible components. Identify height, attic or crawlspace access, material type, known hazards, occupied-area protection, furniture movement, and what remains outside the base scope.
Explain process and price drivers. Describe containment, negative pressure or collection equipment, agitation, component access, filter handling, cleanup, access closure, and protection against damage. Price should follow the defined system and conditions—not a bait price that silently excludes most vents or returns.
Verify and document. Compare representative before-and-after views from the same locations, inspect accessible components, confirm access openings are closed, check for visible debris left at registers or in work areas, note damaged or unresolved sections, and provide product labels and authorizations for any approved treatment.