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SECTION 9: TERMINOLOGY AND FAQS
Terminology
Acronyms used in this Contractor Guidebook are summarized below:
AHRI: Air-Conditioning, Heating, and Refrigeration Institute ASHP: Air Source Heat Pump
CAC: Central Air Conditioner
GSHP: Ground Source (Geothermal) Heat Pump OIT: Online Intake Tool
QAQC: Quality Assurance/Quality Control SEER: Seasonal Energy Efficiency Ratio
TEA: Tune-Up Plus Ameren Missouri Efficiency Analysis
FAQs
Frequently asked questions pertaining to the program and their answers are provided below.
Please consult your Account Manager for any additional unanswered questions.
Question: How will I receive important updates regarding program policies and events?
Answer: The program will notify all contractors via email when a program policy changes or when a program event has been scheduled. Please add [email protected] to your contact list to avoid missing these important emails. Otherwise, they may be sent to your spam folder.
Question: Does the Program require pulling a permit for the installation of HVAC equipment?
Answer: No, the Program does not require permits. However, your city and/or county may require permits.
Question: May another manufacturer’s indoor coil be installed with an alternate brand outdoor unit to qualify?
Answer: Only if the indoor coil is listed in the AHRI directory as an approved match with the required SEER rating.
Question: Can the rebate be paid directly to the contractor?
Answer: All rebates are paid to the customer/account holder by default. If the customer and contractor agree to reassign the rebate to the contractor, a rebate reassignment form must be completed and submitted with the application. To minimize any rebate processing delays, all applications must submitted within 30 days of the installations or services.
Question: My customer rents their home and wants to take advantage of the rebates. Are they eligible?
Answer: Yes, although your customer first needs their landlord’s permission. In addition, the rebate will be sent to the name on the Ameren Missouri residential electric account at the address. If the check needs to be sent to a different name, a rebate reassignment form must be submitted with the application.
Question: My customer is a landlord and wants to take advantage of the rebates for one of their properties. Are they eligible?
Answer: Yes. The rebate check will be sent to the name on the Ameren Missouri residential electric account at the address. If the check needs to be sent to a different name, a rebate reassignment form must be submitted with the application.
Question: How will Ameren Missouri help me demonstrate value to my customer?
Answer: The program will provide participating contractors with:
Customer-facing marketing materials
Contractor sales tips
Promotion through utility communication channels, such as bill inserts and e-newsletters
Mass market promotion through print, digital, and radio advertisement
Inclusion in Ameren Missouri’s EE Rebate and Participating Contractor Finder, an online directory of participating contractors
The Ameren Missouri website, AmerenMissouri.com/hvac, a toll-free customer hotline (1.877.215.5752) and email address ([email protected]) provide additional program information and leads for your business.
Question: How do I get listed on the Program website?
Answer: All participating contractors receive a blank list of Ameren Missouri territory ZIP codes when they sign their CPA. Contractors must fill this out and return it to their Account Manager in order to be listed on the Program website. In this listing, contractors should also select which services they wish to be listed as providing.
34 Question: Can my company be listed under more than one name on the Program website?
Answer: Yes. Please indicate this at the time of CPA signing or via communication to your Account Manager. If a contractor wishes to have several OIT logins (one for each company), they must provide different email addresses for each in order to create OIT access.
Question: How do I get a copy of the Program documents?
Answer: All Program documents are available for electronic download from the OIT. You can also contact your Account Manager.
Question: I don’t know who my Account Manager is. What should I do?
Answer: Contact us at [email protected], and we will connect you to your assigned Account Manager.
Question: I want to include the rebate chart on my company’s website. Is that okay?
Answer: All references to the program includes on your website must be reviewed and approved by Ameren Missouri prior to publication. Please send a mock-up of your website to your Account Manager, and they will assist in the approval process.
For more information regarding co-branding rules, please see Section 7: Marketing.
Question: How will I know if the Program is at maximum capacity?
Answer: The bi-monthly newsletter provides regular updates on remaining incentives. You can ask your Account Manager.
Question: How do I track the status of a rebate application for my customer?
Answer: You can locate the status of your customers’ rebates by contacting your Account Manager, calling the toll-free number (1.877.215.5752), or emailing the program at
Question: How many new equipment or TEA rebates can a customer qualify for if they have multiple systems in their home?
Answer: The customer can qualify for new equipment rebates on each system. There is no limit on new equipment rebates during the program cycle. Each system is eligible for one TEA rebate in the three-year program cycle.
Question: How do I locate an AHRI certificate when the existing equipment (furnace or air handler) is not being removed and is not of the same manufacturer?
Answer: In cases where the indoor equipment manufacturer differs from the outdoor equipm ent manufacturer, the AHRI equipment type selected would be RCU-A-C: Split System: Air-Cooled Condensing Unit, Coil Alone.
Question: How long does it take for a customer to receive their rebate check after a flaw has been cleared on the application and processing has been completed?
Answer: Once an application has been approved, they should receive their check in six to eight weeks.
Question: When do I have to use the Cold Weather Commissioning Report?
Answer: The commissioning report is no longer required in 2015. If cold weather
commissioning is needed for a GSHP install, it should be used when the temperature outside is less than 65° F.
Question: How will customers know the cutoff date for the program is December 15 and not the end of December?
Answer: This information is provided on the program Terms and Conditions. Contractors should also make sure to communicate this to customers during their interactions.
Question: What are the hours for Live Chat on the OIT?
Answer: Monday through Friday, 8 a.m. – 5 p.m. CST