How to Track HVAC Maintenance Plan Renewals

An HVAC maintenance plan customer is worth 2.5x a non-plan customer. Not because the plan itself generates that revenue. Because plan customers call you first when something breaks, they trust your diagnostic recommendations more, and they are not shopping price when the heat stops working at 11 PM. The plan is the relationship, and the relationship produces repair and replacement revenue.

Tracking renewal rate is how you know whether that relationship is healthy or quietly eroding.

What renewal rate means and why it matters

Renewal rate = plan customers who renew divided by plan customers whose contract expired in the period.

At 70% renewal rate, you are losing 30% of your plan base every year. A 500-plan base at 70% renewal loses 150 plans per year. At $250 average plan value and the 2.5x revenue multiplier, each lost plan represents $625 in lost annual revenue from attached service work alone. 150 lost plans = $93,750 in expected annual revenue reduction, every year, compounding as the plan base shrinks.

At 85% renewal rate, you are losing 75 plans per year. Same math: $46,875 per year in expected revenue reduction. The 15-point improvement in renewal rate is worth roughly $46,875 annually in a 500-plan business. That math makes the renewal process the highest-ROI operational investment in HVAC.

How to track renewals in ServiceTitan

ServiceTitan has native service agreement management with renewal tracking.

1. Go to Memberships (under the Customers tab).
2. Filter by Membership Status = Active.
3. Set the renewal date range to the next 30 to 60 days.
4. This is your upcoming renewal list.
5. For historical renewal rate: filter by renewal date in the prior period. Count renewed vs. expired without renewal. Calculate rate.

ServiceTitan also has automated renewal reminders built into the Memberships module: a text or email fires automatically 30 days before the renewal date. This is the most important automation to activate if you are on ServiceTitan.

Text Clint: "How many maintenance plans are up for renewal in the next 30 days?" "What was my plan renewal rate last quarter?"

How to track renewals in Housecall Pro

Housecall Pro has a Memberships module available on Pro and Enterprise plans.

1. Go to Marketing, then Memberships.
2. Filter by Next Renewal date in the next 30 days.
3. Export the list. This is your upcoming renewal outreach list.
4. For historical renewal rate: filter by Renewal Date in the prior month. Count Active renewals vs. Cancelled.

If you are not using Housecall Pro's Memberships module, the alternative is a custom field on the customer record for "Plan Expiration Date" and a recurring Zap that creates a follow-up task 30 days before the expiration date.

How to track renewals in Jobber

Jobber does not have a native service agreement or membership module as of 2026. Workarounds:

Option 1: Recurring jobs. Set up each maintenance plan as a recurring job with the plan period (1 year). The recurring job automatically schedules both visits. When the plan comes up for renewal, you see the next scheduled visit's date and know when to call.

Option 2: Custom client field. Add a "Plan Expiration Date" custom field to the client record in Jobber. Filter clients by this field monthly to find upcoming renewals.

Option 3: Zapier + calendar. Zap creates a calendar event 30 days before the plan expiration date. You see it in your calendar and make the renewal call.

None of these are as clean as ServiceTitan or Housecall Pro's membership module. If HVAC maintenance plans are a core part of your business (more than 200 plans), the membership tracking capability may be reason enough to evaluate a CRM upgrade.

The renewal conversation: timing and script

Call 30 days before expiration. Not at expiration. Customers who receive a renewal call at expiration churn at 2x the rate of customers called 30 days out.

The call frame: "Hi [Name], this is [Tech/Owner Name] from [Business]. Your HVAC maintenance plan is coming up for renewal at the end of [month]. I wanted to make sure we have you covered for [next season] before we fill up. Can I set up your renewal right now?"

Three things this call does: reminds the customer the plan exists, creates urgency around the deadline without being aggressive, and gives you an opportunity to catch any service issues before the renewal. Customers who have had a problem in the plan year should receive a personal call, not an automated text.

When the renewal call fails: customer says they want to think about it. Ask one question: "Is there anything about the service this year that we could have done better?" Customers who are thinking about not renewing usually have a specific reason (one bad experience, felt the plan wasn't worth it because nothing broke). Understanding the objection lets you address it.

For plans where the customer had no repairs in the plan year, renewal rate drops to 55 to 70%. The objection is almost always "we didn't use it." The response: reframe what the plan does. "The plan covered both tune-ups, which extended the life of your system. We also caught the [small issue] before it became a $1,200 repair." If you do not have a specific example, ask your technician to provide one from the last visit notes.

What moves renewal rate

Three factors with the most impact:

1. Visit quality. Plan customers who experienced a well-done tune-up with a detailed report of what was checked renew at 82 to 90%. Customers who got a 20-minute visit with no communication about what was done renew at 55 to 65%. The visit quality creates the renewal story the customer tells themselves.

2. Attached repair history. Customers who had a covered repair in the plan year renew at 85 to 95%. The plan proved its value. Customers who had no covered repair renew at 55 to 70%. The perceived value is lower because nothing went wrong. For these customers, the renewal call needs to provide a concrete value story.

3. Renewal contact timing. 30 days out > 14 days out > at expiration. Each week of delay reduces renewal rate by approximately 2 to 3 percentage points.

For the full HVAC KPI framework, see the HVAC KPIs guide. For the broader recurring revenue tracking approach, see job profitability by trade.

How Clint Surfaces Renewals Before They Lapse

Tracking renewal rate requires knowing which plans are coming up for renewal, which have already lapsed without a follow-up, and which customers were contacted but did not respond. Most HVAC businesses have this data in their CRM but no view that shows all three simultaneously.

Text Clint directly. "Which maintenance plans are up for renewal in the next 30 days and have not been contacted?" Clint pulls from your connected ServiceTitan, Housecall Pro, or Jobber data and returns the at-risk list ranked by plan value. Ask "what is my renewal rate over the last 12 months?" and Clint calculates it from your actual contract history.

Sources

• HVAC maintenance agreement benchmarks, ACCA 2024
• ServiceTitan membership module documentation
• Housecall Pro memberships documentation