We explain before we fix.
A warmer room, a new sound, a system that keeps stopping. Those are useful observations. We start there, check the equipment and explain what we find. If replacement is worth considering, we put the options in writing so you can compare the work as well as the equipment.
Started at a kitchen table
Mara Ellery was a working service technician who wanted more time to explain repair choices properly. She started Rillstead in 2013. It grew from service visits into two installation crews and a small office that keeps the same job notes from the first call to the handover.
How we work
- We tell you the visit fee before anyone comes.
- We get your approval before any repair.
- We explain which part of the house each system serves.
- Open questions go into the proposal, in writing.
- Age alone never decides a replacement.
How we are paid
Nobody here earns commission on equipment or add-ons. The visit fee pays for the visit, and repair proposals list labor, parts and scope separately.
Twelve people, one yard and three van depots
Four service technicians, four installers and a small office on Harrison Street. Three service vans start their day from small depots closer to Arcadia, Sunnyslope and South Mountain Village. Every name and person here is fictional, and the portraits are AI-generated.
Mara Ellery
Owner and service lead
Started Rillstead in 2013 to explain repairs properly.
Nolan Ferris
Operations and dispatch
Answers the phone, agrees windows and calls back.
Leila Rowan
One of four service technicians; leads the group
Diagnosis, approved repairs and seasonal visits.
Owen Calder
One of four installers; leads two crews
Replacement, commissioning and handover.
Priya Mercer
Home assessment coordinator
Measurements and proposals. No remote sizing.
June Alder
Customer care
Requests, reminders, invoices and corrections.
Workmanship: 12 months on repair labor and 24 months on installation labor, for problems caused by our work. Manufacturer parts terms are written into each proposal. Your statutory rights remain.
Ready when you are.
Send a request with what you noticed. The office replies to confirm the area, the fee and a window.