How a Leading Pet-Care Retailer Transformed HVAC Performance Through Preventative Maintenance

The Challenge: Comfort and Control Across a Complex Footprint

A leading national pet-care retailer operates more than 1,000 locations across the U.S., each with unique environmental demands from grooming salons and in-store veterinary hospitals to pet boarding suites. These spaces require precise temperature and humidity control, compounded by heavy loads of hair, dander, and moisture.

Recurring issues like clogged filters, obstructed ductwork, and poor sensor placement led to short-cycling, uneven airflow, and equipment strain. Nearly half the portfolio was also located within 50 miles of the coast, where salt-air corrosion accelerated deterioration.

The result: rising volumes of “not cooling” service calls, costly temporary cooling rentals, and unpredictable repair budgets during peak seasons.

Lessen’s Approach: Preventative Maintenance That Performs

Lessen implemented a manufacturer-backed Full Protection Plan (FPP) and a comprehensive preventative maintenance (PM) program to increase reliability, stabilize costs, and extend asset life across the retailer’s HVAC portfolio.

1. Asset-Level Visibility and Data-Driven Planning

Lessen’s assessment captured 22,700+ HVAC assets, cataloging refrigerant types, lifecycle stage, and condition. The data identified 6,500+ units past useful life and 2,800 running on R-22, guiding replacement priorities and capital planning.

2. Airflow Optimization as the Foundation of PM

With 80% of HVAC failures tied to airflow issues, Lessen prioritized quarterly filter changes, belt replacements, coil cleaning, and exhaust inspections. Each rooftop unit (RTU) and exhaust system was checked for unobstructed airflow, with blockages remediated immediately.

3. Exhaust and Humidity Control in Critical Zones

High-humidity areas such as bathing bunkers and veterinary hospitals received four annual inspections. Exhaust fans were removed from curbs to inspect backdraft dampers, improving air quality and reducing odor, mold, and corrosion risks.

4. Sensor Placement and Short-Cycle Corrections

Improper thermostat locations were corrected to eliminate direct air interference, minimizing short-cycling and temperature inconsistencies across critical zones.

5. Technician Accountability and Performance Tracking

Technician performance was measured by time-on-unit, with “Excellent” PMs averaging 30–45 minutes per system. Any low-quality ratings triggered recall tickets and quality audits, reinforcing rigor and consistency.

The Results: Fewer Emergencies, Lower Costs

Within the first two quarters of implementation, the impact was immediate and measurable:

• 48% reduction in reactive “not cooling/not heating” calls (7,463 → 4,274)

• 1,925 fewer reactive work orders compared to the prior year

• 50% decrease in temporary cooling rental spend from $2.05M to $1.03M saving over $1 million in six months

Site-Level Example

At a coastal store just two miles from the shore, Lessen’s audit found hog-hair filters completely clogged and drains holding standing water. Corrective action cost $1,304 total—just 0.01% of the store’s two-year HVAC spend—but eliminated recurring comfort issues and prevented equipment failure.

The Outcome: Comfort, Predictability, and ROI

Through the partnership between Lessen, the manufacturer, and local technicians, the retailer redefined HVAC reliability across its pet-care environments. The focus on airflow integrity, data visibility, and technician accountability delivered measurable savings, reduced downtime, and improved comfort in high-humidity zones.

Key Metrics

• 22,738 HVAC assets inspected

• 6,553 assets identified beyond useful life

• 48% reduction in reactive work orders

• $1M+ reduction in temporary cooling rentals

• 65% proactive maintenance mix achieved in less than six months

Driving Comfort and Cost Control at Scale

Lessen’s HVAC programs combine preventative maintenance, condition-based monitoring, and OEM-backed repairs to extend asset life and eliminate emergency downtime. From national retailers to multifamily operators, Lessen delivers reliability, transparency, and savings across every property.

Plan ahead and optimize your HVAC performance. Contact Lessen to build a preventative maintenance program that drives comfort and cost control at scale.