Arrival Tracker.... 1st HOUR

 Welcome to the family, or as we say, the ohohna.

Just to let you know the process...

1. We receive your request.

• Usually we can not do same day service, but almost always next day (except on the weekend)
• If your request came after closing, it counts as coming in the next morning.

2. As soon as I see your request come in, You will receive a text or email or both to let you know I've received it.  Reply to the TEXT if possible. The communication locks in whichever you reply with first.  If you prefer email, make sure notifications are turned on so you hear from us in real time.

3. In the evening, right around dark, the schedule will be sent to you with the 4 hour block assigned.

• This time block is generated automatically by your location.
• it is done this way to maximize the number of customers that we can assist in a day.

4. When you receive the time....

• if it WILL NOT work, please reply back with a DAY that is more open.
• If it DOES work, please reply back with a summary of what is going wrong

5. On the day of appointment:

•  Throughout the day check the Progress Meter at the top.  it will let you know how our day is going as far as narrowing down where in your time block we should arrive.

6.  When we leave the job before yours, you will receive a text saying we are "On The Way"

•  It is automatic.  
• Unfortunately, we don't have a way of texting "30 minutes ahead" because we don't have that much time between ending one job and the next location.

7.  Before we arrive, please be ready.  You know we are coming and why, so if there are any obstructions to the ac unit or attic, please have that cleared before we arrive.  Please don't expect us to do it, or wait for it to be done. 

Dogs are great!! but if you choose to put them away, don't wait till we ring the bell!!!!

8.  After diagnosis, we hope that when we diagnose, we repair at the same time, and we are just coming in to tell you that you are back in action.  But sometimes parts or equipment have to be ordered, and sometimes there are costs that need to be discussed. 

     Costs.  There are some things that your warranty may or may not cover associated with your job.  We will always discuss this with you and get your approval before doing the job.  The most common of these is refrigerant costs.  The price we give you will be after the discount that they provide. Currently it is 110.00 before discounts.  I charge the same for both major refrigerants because there isn't that much difference between the two and it just makes it simpler.

     Equipment.  If we have to order equipment, we file paperwork, and if approved, then you will  be contacted by them to get your approval of the associated costs.  After that approval  is when they will order the equipment.  We are not involved in that process and can not give you any information until the equipment arrives.

     Parts.  If you need a part that we don't have in stock, we will have to research and order the part. When that happens, if there is a way to give you an estimate of when it may arrive, I will tell you. Most times, I just don't know.  Our parts are often ordered through 2nd and 3rd level. We are talking to one person that is going to order from another, or we are ordering from a distributor that is ordering from the factory. And we seldom know how it is arriving.  Sometimes by freight, sometimes by internal transportation from factory to distributor.  But most of the time, I just don't know. The main thing to know is this..

There is no way for me to speed up that process. Most of the time, i just wont know when the part is going to be here until it arrives

I want you repaired as fast as possible. I have no reason to postpone your completion.  For one, I dont get paid until it is done, and I dont do anything else, so there are not any higher paying jobs that I am putting you off to do.  Just as quickly as the part comes in, can be verified that it isnt damaged, we will contact you to get you fit into the schedule as quick as possible.

Please dont keep calling asking for updates. It definitely does not speed up the arrival or completion of your job.

9.  Completion.  Once the part or equipment arrives, you will be contacted to set up a time for the installer to come install.  On arrival, he will need to collect any associated costs before the job begins. We have had too many people not pay upon completion and it takes way too much time to try and hunt people down after the fact, or to to go court over it.  So we now have to collect up front.  If it turns out the costs are lower than expected, I will issue a refund of the overage.  As far costs being higher.... I always try to estimate on the high side. I hate being given an estimate and then being told "Oh I'm sorry, we ran into this this and this" so I try VERY hard to make sure you never get that from me.

10.  Lastly.... On rare occasions, there may be something that is not covered by your policy.  In most cases, if that happens I will do my best to advise you as to the best way to get your issue resolved as efficiently and economically as possible, but most of the time, I will not do that work myself.  Integrity is very important to me, and I dont ever want a customer to think that i am telling them that something is not covered by policy so that i can make more money. I have built my life on helping people make sure they dont ever need a new air conditioning system. I am a service company, not a sales company.

We look forward to helping

DOGS

If your dogs are not aggressive, no worries. We love dogs and they generally love us too!! :)

If you are concerned about them, please put them away before we arrive, not once we get to the door. We really like to fit in as many people as we can and you wouldn't believe how much time we spend each day waiting on that.