How ROMA Works: Our Service Process

Most people call a heating contractor when something has already gone wrong: the furnace is blowing cold air, the boiler is locked out, or the water heater has stopped keeping up. That is a stressful moment, and the least we can do is make the process predictable. This page explains exactly how ROMA Heating & Cooling handles a job, from the first phone call to the follow-up visit, so you know what to expect before we ever arrive.

ROMA Heating & Cooling Ltd has served Greater Vancouver since 1999 from our office at 2800 Douglas Rd in Burnaby. We are a Technical Safety BC licensed gas contractor (licence LGA0202903), TECA-certified, and our technicians hold Red Seal certification. The process below is the same whether you need a furnace repair in Burnaby, a combi boiler installation in North Vancouver or a gas line for a new range in Surrey. You can reach us at (604) 704-0300.

The ROMA service process at a glance

Our process has five core stages: consultation, honest recommendations, an upfront quote, professional work done to code with permits, and follow-up. In practice we break that into the steps below.

Step 1: The first call

When you call (604) 704-0300, our office team asks a few focused questions. These are not a script to keep you on the line; the answers help us send the right person with the right parts.

• Brand and model. The rating plate on your furnace, boiler or water heater lists the manufacturer and model number. If you can read it or send a photo, we can often anticipate common parts. One customer wrote that Andy had a spare Carrier inducer with him, which saved them time.
• Symptoms. What is happening, when it started, and whether there are lights flashing or codes on a display. We note these but do not diagnose over the phone, because the same symptom can have several causes.
• Property type. A detached house, townhouse, condo or commercial space changes access, venting and sometimes permits. Strata buildings may need notice for mechanical room access.
• Safety check. If you describe a gas smell or a carbon monoxide alarm, we will tell you to leave the building and call for emergency help first. Safety comes before scheduling.

Step 2: Booking your appointment

Our office hours are Monday to Saturday, 9 am to 8 pm, and we run service calls seven days a week. When we book, we match the technician to the job: a hydronic boiler call goes to someone who works on boilers every week, and a tankless water heater goes to someone who knows that equipment. You can also ask for a technician you have had before, and we will do our best to arrange it.

We confirm the address, parking or building access, and any pets or alarm systems we should know about. For urgent no-heat situations, see our emergency service page, or book a regular visit through our online booking form.

Step 3: Arrival and diagnosis

On arrival, the technician introduces themselves, asks you to walk through what you have noticed, and then inspects the equipment. A proper diagnosis usually includes checking the ignition sequence, safety switches, venting, gas pressure where appropriate, electrical connections, and the condition of parts like the heat exchanger, flame sensor, inducer or circulator pump.

We look for the cause, not just the symptom. A furnace that short-cycles might have a dirty flame sensor, a blocked filter, a failing limit switch or an oversized system. Replacing parts until the problem goes away is expensive for you and not how we work. Once the cause is found, the technician explains it in plain language and, where helpful, shows you the failed part.

Step 4: A written flat-rate quote, then your approval

ROMA uses upfront flat-rate pricing. Before any repair or installation begins, you receive a written quote that describes the work. Nothing proceeds until you approve it. If there are options, such as repairing an ageing boiler versus replacing it, we lay them out honestly, including when a repair is the sensible choice.

Our recommendations follow a simple rule: tell the homeowner what we would do in our own home. If the equipment has years of life left, we say so. If a repair would be throwing good money after bad, we say that too, and we explain why. For new installations, estimates are free, and we can talk through financing options if that helps.

Step 5: The work itself

Permits and code

Most gas appliance installations and many alterations in British Columbia require a gas permit, pulled by a licensed gas contractor. Technical Safety BC issues gas permits in most of the province, while the City of Vancouver issues its own gas permits within city limits. Where a permit is required, ROMA arranges it, and an inspection may follow. You can read more on our permits and inspections page.

Protecting your home

Our technicians use floor protection along the path between the entrance and the mechanical area, keep tools and old parts contained, and work tidily in finished spaces. In condos and strata buildings, we respect building rules for elevators, loading and quiet hours.

Clean-up

When the work is done, we clean the area, remove packaging and old equipment where that is part of the job, and leave the mechanical space in order.

Step 6: Commissioning and walkthrough

Commissioning means confirming the equipment actually works as designed. For a new furnace or boiler, that includes checking ignition, combustion, venting, controls, and safety devices, and making sure the thermostat is set up correctly. For a repair, it means running the system long enough to confirm the fault is gone.

Then we walk you through what we did. For new equipment, we show you where the filter is, how the thermostat works, what normal operation looks and sounds like, and what signs should prompt a call. We record the model and serial numbers, and explain manufacturer warranty registration where it applies.

Step 7: Follow-up and maintenance

Good heating equipment lasts longer and runs more safely when it is maintained. After the job, we recommend a maintenance schedule that suits the equipment. Many homeowners choose one of our HVAC maintenance plans so that annual service is not forgotten. Our 100% satisfaction guarantee stands behind the work: if something isn’t right, call us and we will come back and make it right. Details are on our satisfaction guarantee page.

What customers say about the process

We would rather let customers describe it. “Speedy response time, honest, and professional service from start to finish,” wrote Lauren M. Wah G. said, “Always great, friendly service. Serviced the hot water on-demand system. Honest and informative. Thanks!” ROMA holds a 4.8-star rating from 221 Google reviews; you can read more on our reviews page.

Where this process applies

We follow the same process across our service area, including Vancouver, Burnaby, Richmond, Surrey, Coquitlam, the North Shore, Langley, Maple Ridge, Abbotsford and Chilliwack, for furnaces, boilers, tankless water heaters, hot water tanks, gas fireplaces and inspections. To learn more about who we are, visit our about page or read why homeowners choose ROMA.

Gas and carbon monoxide safety: If you smell gas (a rotten-egg odour), leave the building right away without touching light switches, appliances or phones inside, then call FortisBC’s emergency line and 911 once you are outside. If a carbon monoxide alarm sounds or people feel dizzy, headachy or nauseous, get everyone outside to fresh air and call 911. Do not go back in until responders say it is safe.

Ready to start? Call (604) 704-0300, email info@romaheating.ca, or contact us online.

Frequently asked questions

Do you give a price before starting work?

Yes. ROMA uses upfront flat-rate pricing. After the technician diagnoses the problem, you receive a written quote describing the work, and nothing proceeds until you approve it. If there are sensible options, such as repairing or replacing older equipment, we explain each one honestly so you can decide with the full picture in front of you.

What information should I have ready when I call?

It helps to have the brand and model number from the equipment’s rating plate, a description of the symptoms and when they started, any codes or flashing lights, and your property type. A photo of the rating plate is useful. This lets us send a technician suited to the equipment, sometimes with likely parts, but we always confirm the cause on site before recommending a repair.

Will you pull the permit for my installation?

Where a gas permit is required, ROMA arranges it as the licensed gas contractor. Technical Safety BC issues gas permits in most of the province, and the City of Vancouver issues its own within city limits. An inspection may follow the work. Permit requirements depend on the job, so we confirm what applies when we quote.

Can I request the same technician I had last time?

Yes. Tell our office when you book, and we will do our best to schedule the technician you worked with before. Many customers like continuity because that technician already knows the equipment and the history of the home. Availability depends on the schedule and the type of job, but we always try to accommodate the request.

What happens if a problem comes back after a repair?

Call us. ROMA stands behind its work with a 100% satisfaction guarantee: if something isn’t right, we will come back and make it right. When you call, mention the original visit so our office can pull up the job record and, where possible, send the same technician who already knows your system.

Reviewed by the ROMA Heating & Cooling team — TSBC-licensed gas contractor (Gas LGA0202903), serving Greater Vancouver since 1999. Updated September 2026.