Within the first hour of the day of your appointment, we will call you with a three hour window of our arrival. Failure to make contact will cancel your appointment. You will have to re-book.
The customer must be available for the time of the booking. If you need to be accommodated, we need to have a direct contact number so we can call you.
Due to health and safety issues, the technician must be wearing his safety shoes at the time of the service call.
A detailed description of the problem helps us determine better what may be malfunctioning before the technician is even dispatched to your home. In many instances we are able to bring parts that may correct the problem on the first visit. As well, we book times throughout the day according to the complaints we have regarding your appliances, if there are multiple issues, it’s necessary we know about them in advance as our days are almost always completely over-booked.
We place orders daily but unfortunately there are times when distributors do not have the parts in stock and they go on backorder status. Once a product goes into backorder, it is the responsibility of the manufacturer to get the part delivered in a timely fashion; we have no control over delays caused by the manufacturer. We will however do all that we can to expedite the process, we will do our best to keep you up to date in these instances you may feel free to call our office regarding the status of your parts at any time for an update.
When the technician is in your home, they will take the time to correct your problem, so while we strive to meet schedules, at times we are delayed in the process of a repair due to unforeseen circumstances. Unfortunately this may cause the technician to run behind or ahead of the scheduled time. You will receive a call from our office when this occurs.
When we ask you for a cross street it’s so that our technician can locate your house in a timely fashion, so we are looking for a cross street that you actually take to get to your street rather than the closest busy intersection.
Specific times are very difficult to book as our technicians are in only certain areas of the city or county on a given day. Every day we book many calls and the days fill up quickly. In order to be efficient our technicians have a location they start at and a final location they eventually work towards throughout the day and specific times would often require breaking the route laid out and could potentially take up multiple time slots thus reducing the number of customers we can service that day. If a specific time or day is absolutely necessary, we can accommodate this for an extra fee, these fees are not covered by warranties of any type. The fee will be determined according to your location, and the area we will be servicing on the day you require an appointment.
It is always preferable that the primary user of the appliance be at the home or can be easily contacted if necessary. If someone else is meeting the technician, the person should be over the age of 18 and should be able to pay for the repair if necessary. It is helpful if the person who is meeting the technician can answer any questions the technician may have in reference to the purchase or problem with the appliance. This person should also be able to understand what the technician explains to them about the problem with the appliance so they may accurately relay this information to you properly as well.
Manufacturers will not cover setup or improper install of appliances and we are trying to avoid having customers incur unnecessary fees. Please click on this link for the customer help regarding installation issues.
Technicians will be unable to remove shoes in the home due to health and safety reasons, please feel free to put down something for the technician to walk on if you like. Our technicians will however do their best to ensure their shoes are free of mud and water before entering you home. The Technician may remove their shoes to get to the product but must have their shoes on while servicing the product.
We need the Model Number and Serial Number located on the unit (refer to information plate location) in order to be able to look up parts for you appliance, once we have this information, it helps us to better service your appliances in a quicker time frame leaving you with less down time or inconvenience and it is required to verify your warranty.