Driving Comfort and Cost Control Across a National Retail Footprint

DOGS

How a Leading Pet-Care Retailer

Transformed HVAC Performance

Through Preventative Maintenance

The Challenge

A leading national pet-care retailer operates over 1,000 locations nationwide, each with complex environmental demands across grooming salons, in-store veterinary hospitals, and pet boarding suites. These zones require precise temperature and humidity control, with elevated loads from hair, dander, and moisture.

Recurring issues like clogged filters, obstructed ductwork, and poor sensor placement led to short-cycling and uneven airflow causing increased wear, inconsistent comfort, and mounting reactive costs. Nearly half the stores were also located within 50 miles of the coast, exposing equipment to salt-air corrosion and accelerated deterioration.

The results: high volumes of “not cooling” service calls, costly temporary cooling rentals, and budget volatility during peak seasons.

Lessen’s Approach

Lessen implemented a comprehensive preventative maintenance (PM) program supported by a manufacturerbacked Full Protection Plan (FPP). The program was designed to deliver measurable reliability gains while reducing the total cost of ownership.

1. Asset-Level Visibility and Data-Driven Planning

Lessen’s initial portfolio assessment captured 22,700+ HVAC assets, tracking refrigerant types, lifecycle stage, and condition. The data revealed 6,500+ units past useful life and 2,800 still running on R-22, guiding a clear replacement roadmap and capital planning forecast

2. Airflow Optimization as the Foundation of PM

Since nearly 80% of HVAC failures stem from airflow issues, the PM program focused on the basics done right: quarterly filter changes, belt replacements, coil cleaning, and exhaust fan inspections. Each rooftop unit (RTU) and exhaust system was checked for clear airflow, with clogged filters and ducts fully remediated

3. Exhaust and Humidity Control in Critical Zones

High-humidity areas like bathing bunkers and veterinary hospitals received four annual inspections including removal of exhaust fans from curbs to inspect back-draft dampers. This schedule ensured consistent air quality and reduced odor, mold, and corrosion risk

4. Sensor Placement and Short-Cycle Corrections

Improper thermostat locations are a key driver of inefficiency. Lessen’s technicians audited and repositioned sensors to prevent direct air supply interference, which had previously caused short-cycling and uneven temperature control

5. Technician Accountability and Performance Tracking

Technician performance was measured by time-on-unit: “Excellent” PMs averaged 30–45 minutes per unit, ensuring full inspection and operational checks. Any “Poor” or “Not Acceptable” ratings automatically triggered recall tickets and quality audits, reinforcing program rigor

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The Results

Fewer Emergencies, Lower Costs Within the first two quarters of implementation:

% 48

Reduction in reactive “not cooling/not heating” calls (7,463 → 4,274)

1,925

Fewer reactive HVAC 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

Improved Reliability Across the Board

Through Round I and II PMs, 65% of total HVAC work shi¢ed to proactive maintenance, delivering greater predictability and uptime.

Site-Level Impact Example

A coastal store audit (2 miles from shore) identified hoghair filters completely clogged and drains holding standing water. Corrective action cost $1,304 total—or just 0.01% of the store’s two-year HVAC spend—but eliminated recurring comfort issues and prevented potential failures.

The Outcome

The partnership between Lessen, the manufacturer, and local technicians reshaped HVAC reliability for this retailer’s pet-care environment. By emphasizing airflow integrity, data visibility, and technician accountability, the retailer achieved measurable operational savings, improved comfort in high-humidity zones, and extended asset lifespans.

Key Metrics

22,738 HVAC assets inspected

6,553

Assets beyond useful life identified

48%

Reduction in reactive work orders

$1M+

Reduction in temporary cooling rentals

65%

Proactive maintenance mix achieved in less than six-months

Lessen HVAC: Preventative Maintenance That Performs

Lessen delivers end-to-end HVAC lifecycle management, pairing preventative maintenance and condition-based monitoring with manufacturer partnerships that ensure consistent, OEM-quality repairs at scale.

Through proactive programs, Lessen helps national portfolios control costs, extend equipment life, and eliminate emergency downtime. From data-driven asset planning to on-site technician performance tracking, Lessen’s HVAC solutions bring reliability, transparency, and savings to every facility.

Ready to optimize your portfolio’s HVAC performance?

<u>Contact Lessen</u> to learn how preventative maintenance can drive savings and reliability at scale.